Public Library Services for the 21st Century by 5v4CW8


									 Being the best we can
Developing a self evaluation and
            improvement model

     Scottish Library and Information Council
 How we got to the Public Library Quality Improvement
 Legislative context
 Standards and benchmarks based on inputs and
 Changing paradigm - local government re-organisation,
  People’s Network, SNP administration
 Increased scrutiny-Best Value, Efficient Government,
 Changing national policies on Culture and shared
 Currently working with 28 authorities – 9 reports
  published, plus 9 pilot reports
                    Scottish Library and Information Council
Public Library Quality Improvement
 Developed 2004
 European Framework of Quality
  Management and schools inspection
 7 Quality Indicators
 4 service QIs and 3 management QIs
 Toolkit to support roll out
 Benchmarks and characteristics
  more at
              Scottish Library and Information Council
So how did self evaluation work in
Scotland in 2008?
Moray QI 2 Community and personal participation and QI 6 Organisation and
use of resources and space
East Dunbartonshire QI 1 Access to information and QI 5 Ethos and values

Edinburgh – all 7 QIs

Dundee QI 3 Meeting readers’ needs and QI 5 Ethos and values

Shetland – all 7 QIs

Fife – QI 3 Meeting readers’ needs

Falkirk QI 1 Access to information and QI 6 Organisation and use of
resources and space
North Ayrshire QI 2 Community and personal participation and QI 3 Meeting
readers’ needs

                           Scottish Library and Information Council
So what were the outcomes of self
evaluation in Scotland in 2008?
   10 Very good
   12 Good
   3 Satisfactory
   Level 5s are predominantly in QI 2 Community and personal
    participation. The level 3s are in Organisation and use of
    resources and space and Leadership.

                       Scottish Library and Information Council
 Some examples of strengths in 2008
Moray        Accredited courses. Use of Individual Learning Accounts to
Council      fund two posts which improved learning opportunities
             offered by the library.
East         Range of information services available to residents in a
Dunbartonshi small area. Staff are well-trained, knowledgeable and keen
re           to share their enthusiasm for subjects and online sources
             with the public
Edinburgh    Award winning Libraries4YOU initiative, working with young
             teenagers to combat anti-social behaviour problems

Dundee        Staff commitment to needs of vulnerable groups: provision
              for minority groups, Customer Care Standards, literacies
              learners and engagement with drug and alcohol recovery

                          Scottish Library and Information Council
Scottish Government Public Libraries
Improvement Fund
 The Scottish Government Public Libraries Improvement
  Fund is a £500,000 fund for a 5 year period to
  encourage service development in authorities who
  already investing and achieving progress in their public
  library service delivery.
 Authorities who undertake the self-evaluation process
  and are assessed externally verified as satisfactory or
  better will be able to submit proposals based on their
  action plans to the Improvement Fund.
 The Public Library Quality Improvement Matrix can be
  used as a performance management tool within local

                     Scottish Library and Information Council
Excellence frameworks

 Japanese established the Deming Prize in 1951.
 In 1987 Australia established the Australian Quality
 In 1988 US established Malcolm Baldrige National
  Quality Award.
 1991 European Foundation for Quality Management
  (EFQM) established the European Model for TQM.
 All models are reviewed regularly and have developed
  a focus on overall business excellence rather than
Australian Business Excellence Framework
Being the best we can
 Developed by the Library Network in Victoria
 Provides tools for local and state government to
  meet service obligations and objectives
 Focus on planning and continuous improvement
 Demonstrates the continuing relevance,
  contribution and impact of library services
 Based on the Scottish Library and Information
  Council’s Public Library Quality Improvement Matrix
 Contextualized to reflect Australian policy, the
  Australian Business Excellence Framework and
  Best Value
What is self-evaluation?

3 basic steps

How are we doing?
How do we know?
What are we going to do now?
What benefits are there?

 Enables us to take stock of current
 Measures services in terms of progress
  towards objectives
 Allows us to identify and understand our key
 Allows us to identify areas for improvement
 Supports us as we prioritise areas for action
Outputs of self evaluation
 Improvement plan which helps us use resources
  and finances effectively
 Reporting to stakeholders, so improved
  understanding of services
 Benchmarks for ourselves and others
 Training resources
 Case studies of good practice
 Underpinning a culture of quality
Why is self evaluation effective?
 More a process than an event
 Needs to be owned not imposed
 Must be inclusive not exclusive
 Must not depend on measurability
 Built in not bolted on
 Size does NOT matter
 Art not science
Nine Step Process
 Step 1 Orientation
 Step 2 Training for staff
 Step 3 Deciding which Key Result Areas to
 Step 4 Preparation of the evidence and
  identification of key strengths and areas for
  improvement with completion of template in
  toolkit for review
Nine Step Process 2
 Step 5 Award star score
 Step 6 Visit and assessment with external peer
 Step 7 Feedback from external review team and
  a agreement is reached on the star award
 Step 8 Report
 Step 9 Improvement Plan
Key Result Areas and users
 Providing information    Adults
 Building skills          Children
 Developing social        Special Needs
  capital                  Groups
                           Businesses
What are we going to evaluate?
Key Result Areas for Library Services                     Overall

1. Providing gateways to information

2. Building individual skills, capability and wellbeing

3. Developing social capital

4. Demonstrating leadership and values

5. Designing, managing and improving systems and
KRA 1 Providing gateways to
1. Sufficiency, range and suitability of resources
Why is this important?
Library services should offer consistent and equitable access to print and digital
collections, internet and to a range of other resources for their communities.
Provision of a range of resources, fit for purpose and specific need allows
individuals to make informed choices. A successful library should have a high
percentage of use by its local population.
Key question to ask
To what extent are the information needs of all met?
Things to think about
What range of print and digital collections does the library offer across a range
of user groups?
How is the selection of information resources made?
How well are the information services used by the population?
What are the most frequently used services?

                             Scottish Library and Information Council
Gathering the evidence

Consulting users, non-users and staff
Observing activities
Considering measurable outcomes
Examining documentation and
Evaluating the evidence

Best done as a team
Does evidence show a service
 strength or an area for improvement
Is everyday a strength?
Some evidence is neither but shows
 effective and necessary processes
Template in the toolkit
5 Star Awards

 Outstanding delivery of core and a
      range of enhanced services
      Sector leading and worthy of wider
 Major strengths
           High standard of provision
           Any weaknesses do not impact on
           users’ experience
5 Star Awards 2

         Important strengths that have a
            positive impact
            Weaknesses do not have substantial
            adverse effect
            Weaknesses are recognised and
            action is being taken to improve
          Satisfactory provision of core services
            Provision with a few strengths and
            examples of good practice
            Weaknesses have some adverse
            effects on some users
5 Star Awards 3

     Limited range of services or weaknesses in a
      core service
      Weaknesses have a significant impact on the
      quality of the users’ experiences
      Planned action required for improvement
Illustrative models

These provide an example of what star
 awards mean in practice. Between the
 descriptions set out in the five star rating
 system and these illustration, services are
 asked to make their own star award. As
 more services go through the process the
 Library Network will be able to collect
 information and benchmarks which will
 also be helpful.
External review

It is always useful to have a comparative
 view. Peers will be acting as external
 reviewers of the self-evaluation process
 and outcomes.
The Library Network will help co-ordinate
 peer review and there is support
 documentation for them.
 Being the Best We Can – Pilot

Initial training, pilot library   April
Self-assessment, pilot library    May-June
Verification & report             July
Review & modify process           August
Training, second round pilots     September
Second round self-assessments     October -
Thoughts from working group
 The rigour of the process
 It’s a journey – it’s constantly informed
 Self evaluation which leads to a cycle of
 Be creative and consistent where you find the
 It’s about telling your own story
 It’s all staff engagement
 It’s a learning and knowledge experience
 It builds the evidence base for advocacy – locally,
  state-wide and nationally!

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