introducing reader development
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DESCRIPTION
Slides to support CILIPS Reader Development training programme November 2011 run by Liz Moffat and Elizabeth Farr, Striling CouncilrTRANSCRIPT
Making the most of our stock
Introduction to Reader
Development
Mission Statement for Reader Development
‘The best book in the world is quite simply the one you like best and that is something you can discover for yourself, but we are
here to help you find it’
Know your readers??
• Split into groups of 4
• Draw your typical borrower
• Choose a book from the shelves for that borrower
The Five Minute BorrowerUsing Space Effectively
Strengths
Staff - positive attitude and strong customer focus
Wide range of productsComputer serviceGood back catalogueAccess to readers
Weaknesses
Library buildings, poorly builtLocationsLow profileIssues are decliningNegative public image of librarians -
boring
Improve Presentation
• Transition zone - First Impressions
• Counter area
• Power spot - Bit in the middle
• Both above - Last Impressions
Walk the Walk
Displays
• Use paperbacks in all your face-on displays and promotions.
• Bring books from different parts of the library together
• Have a wide concept
• Keep the age appeal consistent
Displays
Mixed Messages
Eye catches on approach
Dump the dumpbins
Victim of success!Keep filled
Small feature filler
But you don’t need a huge budget
Marketing the Library Service in Stirling
What is Marketing?
• Promoting the Service in a positive fashion to raise it’s profile within the community and to increase library use and issues.
What we did
Revived the Marketing Plan and updated it
Put Marketing and Customer Care as an integral action within the Library Service Plan
Set up a Marketing Group, involving a cross-section of staff
Established a Design Team
What we did, cont’d
Identified our opposition
Set up a Mystery Shopper programme in all Libraries
Prepared and costed a list of “concerns”
Agreed money had to be spent to start addressing these concerns.
Agreed that furniture colours and wood finishings should be standardised
Customer care
What is customer care?
Ensure that the customer has the best experience they can on every visit
The first impression a person has, is the one that stays in their mind
Look up when someone comes in, smile and greet them.
Make everyone feel welcome
Customer care, cont’d
Be pro-active
Ask how they enjoyed their books or DVDs
Ask if you can help with an enquiry or with more books
Be empathetic if someone wants to talk
Branding
Develop a “Brand” – make it recognisable
Standardise poster style, colours, logos
Set up a Design team and invest in design software
Work with your Council Design and Communications Team
Publicity
Use the local paper and local radio.
Build up a network of contacts, meet with them and get to know them. Work with them.
Send information to BBC Scotland and STV – addressed to individual programmes. It can work.
Publicity, cont’d
• Develop your website
• Use Twitter, Facebook, You Tube and Flickr
• Have WiKis that the public, eg your Reading Groups, can feed into
Negative Image
Positive Images
Things that work
• Build up good local press contacts• Writing your own material• Keep information positive• Try different things – if one doesn’t work, drop it• Competitions• Remember ‘loss leaders’• Target age groups• Target new housing developments
Evaluation
• Constant evaluation
• Learn and adapt
• Access outside opinion
What is needed
Commitment
Pride in your Library Service
Willingness
Enthusiasm
Statistics to prove its all working
60%
70%
80%
90%
100%
110%
2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010
Stirling All Book Issues Scotland All Book Issues
More Statistics ….
60%
70%
80%
90%
100%
110%
2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010
Stirling Adult Fiction Issues Scotland Adult Fiction Issues
Talking About Books
• Split into twos and talk to your partner about a book they have read
• Half the room talk about a book they have loved and why, half talk about a book they have hated
Stock
• Experimental Fiction
• Websites
• Reading Groups
• Frontline Training Course
Partners/Funders
• Adult Learning Team
• Paul Hamlyn Foundation
• Disability Groups and Officers
• Creative Scotland
• Live Literature Scotland
• SLIC Innovation Fund
• Ulverscroft Foundation