Editorial
Essex County Council Libraries have introduced a new staff training scheme for enquiry handling skills. This relates to the ways in which many public libraries have had to take into account changing circumstances, such as the role of ICT and different staffing structures, when providing training related to customer enquiries. The approach adopted by Essex was distance learning. This online course, supplemented by personal mentors, has two main sections –the first covering basic customer care and the reference interview, and the second relating to more detailed enquiry scenarios and information sources. Nilsen, in her article, reports on a study which compares user perspectives on visits to in-person and virtual reference services. Reasons for ongoing failures are examined and solutions to help improve both in-person and virtual reference are identified, including factors relating to the improvement of education and training of reference staff.
The Framework for the Future implementation plan includes peer reviews. Services are assessed against the Library Services Peer Review Benchmark (on the new IDeA library web site:www.idea-knowledge.gov.uk/idk/core/page.do?pageld+1121244). IDeA’s peer reviews began as corporate reviews of whole councils, with a newer development of single service reviews, such as libraries. The reviews, while candid about weaknesses, highlight successes and achievements. Mullins and Linehams’article explores senior public librarians’ views on medium-term and long-term plans for the provision of library services. Findings of their study include that half of the respondents articulated their five-year vision as incorporating the maintenance and development of the core services with which they were already engaged together with innovative expansion of services.
“The need for reliable research-based evidence as a foundation for sound service management has never been greater” (Davies, 2005). Evidence may come from local investigations or from larger systematic studies, but managers need dependable evidence from which to develop services,introduce innovations, to make best use of resources and to demonstrate accountability. Davies (2005) argues that “there is scope for a great deal more work in creating a skills base for undertaking and applying research”. The article by Morris reviews the provision of research methods teaching across UK institutions teaching accredited information and/or library science postgraduate programmes. Her study found that all these institutions teach research methods on LIS accredited programmes, although in various formats with various weightings. However, most stress the practical side of doing research.
A study for the Work Foundation (www.theworkfoundation.com)found that, in a survey of frontline workers, only one-third had been consulted about the introduction of ICT and only 29 per cent of managers said they consulted their staff about their views on how ICT is used in the workplace. The report comments that whole-systems change requires starting by working with the customers, then going through the organisation, through to the supply base and delivery partners, so generating engagement, dialogue and interaction. Davis and Somerville discuss in their paper how systems thinking guides strategic organisational change. This “thought leadership” library approach at California Polytechnic State University uses Soft Systems Methodology to inform organisational decision making intended to improve institutional alignment and advance workplace learning.
A total of 40 public library services in England will share £750,000 from the UK Online Public Libraries Challenge Fund for ICT, which funds projects that “enhance the ICT provision of public libraries to local communities,particularly excluded groups …”. The projects vary, but all demonstrate clearly how new ICT facilities would help serve existing library users as well as attract new users. Bringing users back to the library is the topic of the article by Gust and Haka. They discuss Michigan State University Libraries’ renovation project, focusing in detail on the reorientation and refurbishment of the first floor of its main library, drawing in examples from other library projects. Increased computer technology is only one element in creating a more welcoming environment.
CILIP (the Chartered Institute for Library and Information Professionals) has developed the Designing Libraries web site. This is part of the Framework for the Future action plan. The web site (www.designinglibraries.org.uk) has design details of more than 150 public libraries, a gallery of ideas, and articles and useful links. Brighton’s award winning new library, with its main library space having warm timber-clad walls, excellent detailing and good natural lighting, has seen visitor numbers and book loans triple since opening. The article by Childs considers how interior design and furnishings plays its part in fulfilling customer needs. While referring to UK case studies, special focus is given to Coventry’s Arena Park Library, highlighting its location,architecture, infrastructure and services, which have contributed to increased visitor numbers.
Linda Ashcroft
