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The analysis of customer satisfaction with relation to Nelson Mandela Metropolitan Municipality public library service By B. Chigumbu Assistant Director:

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Presentation on theme: "The analysis of customer satisfaction with relation to Nelson Mandela Metropolitan Municipality public library service By B. Chigumbu Assistant Director:"— Presentation transcript:

1 The analysis of customer satisfaction with relation to Nelson Mandela Metropolitan Municipality public library service By B. Chigumbu Assistant Director: Libraries NMBM


3 Layout Background to the NMBM Perceptions survey Background Key issues Deliverables Focus areas Target group Findings Role of PLIS Recommendations Interventions Outstanding activities The End

4 Background to NMBM Libraries

5 22 libraries 16 outreach sites 1,3 Million NMBM residents 560 500 Registered members Circulation stock 859 980 Circulation 2,469,585 per annum for 2008

6 Background to the perception survey May 2008 Key Issues Demand created by the information revolution forces libraries to enquire the kind of roles they should play and what to do to prevent becoming outdated. Users have an increasing demand for convenience and speedy service especially influenced by technological advancements in the area of information provision The NMBM library users and community have not been engaged regularly by libraries. Issuing of collection is decreasing.

7 Perception Survey Deliverables The following deliverables were then agreed upon: Research findings based on a survey of library facilities. Research findings on the views and needs of key stakeholders regarding use of public libraries. Global and local best practice in the development, maintenance and management of public libraries. Provide a way forward based on research, and best practice findings. Recommendations on a plan of action regarding public libraries within the NMBM with a special focus on the following areas:

8 Focus Areas Community relations, Library infrastructure Library resources Library material Fundraising and partnerships Serving children and youth

9 TARGET GROUPS Senior citizens Youth Pre-schools and Creches Association for the blind Association for the mute Association for the physically disabled Ward Committees (education desk) Library users Staff


11 Fact finding - summary Relevance - Library presence is not felt in the communities - Libraries do not reflect the diverse needs of the communities Advocacy - Libraries do not make themselves known to communities - No ongoing communication between libraries and the communities Human Resources Issues - Need to invest in their staff (training, capacity building etc.) Interdepartmental Relations - Role players need to communicate about their different roles Safety & Security - No security guards in most libraries, staff is vulnerable to crime Disparities - Inter and intra libraries

12 Perception survey summary findings Use of Libraries 1.1. Students The data shows a total dependence on the library resources by students in the black and coloured areas. The majority of students visit the library daily to make use of: -Computers -Reference books -Research materials 1.2. Community Members The data shows that in the previously disadvantaged areas: -Libraries are used by students only -The libraries are seen as ‘ education or formal learning’institutions -Township communities do not fully understanding the ‘social’ aspect of libraries -In the urban and peri-urban community libraries adults and senior citizens frequent the libraries to get either reference books, reading material for leisure or to read newspapers.

13 Perception survey summary findings 2. Library Resources 2.1 Information and Technology Services and Facilities In several community libraries the data shows that either there are no computers or the computers are not working. In some instances the available computers are far less than the number of students who need to use them. The hardest hit students are those in tertiary institutions who like to make use of their local libraries. Most reported that research material is not available in most local libraries. The library staff are not helpful in this regard. Most respondents reported the absence of internet In most libraries. Several respondents raised concerns about resources friendly to people with disabilities. They mentioned among others: -Absence of reading support systems (Braille). -IT that is friendly to both blind and mute. -Libraries have High counters and book shelves. -Lack of toilets friendly to wheel chair bound people. -Lack of separate study rooms for adults, young students and facilities for children.

14 Perception survey summary findings 3. Community Participation The community respondents’ perspectives (and to varying degrees from the other stakeholder respondents) reflect a belief that interactive participation is critical for the success and sustainability of the libraries. The data suggests participation goes beyond the key research categories indicated above: it needs to be present throughout the library programme’s multi components, and at every level of these components - an ethos of participation needs to be firmly entrenched in the programme ideology.

15 Perception survey summary findings 4. Community Ownership of the libraries In the past libraries’ programmes were without consultation with communities to establish needs or assessment of existing gaps between communities and knowledge economies. In addition, the libraries’ programmes were designed externally of local systems of social protocol. The libraries programme conceptualization and design process in the past never engendered a sense of community ownership, rather the libraries were considered to belong to the state and not to communities. The result was a lack of commitment to the programme, which negatively impacted on programme sustainability and financial contribution by communities.

16 Perception survey summary findings 5. Government Support of the libraries The research data indicates that the role of government, especially that of local government who are closest to beneficiary community (their electorate) is critical for the libraries sustainability. Having said that, the research data also indicates that beneficiary communities should be integral part of any library strategy. Libraries need to be viewed by the beneficiary communities as being representational of their knowledge systems and culture through local government and not by passing them. Any attempts to access libraries directly could been seen as undermining the local government power base, especially when local governments are struggling to provide development opportunities.

17 Perception survey summary findings 6. Fundraising The data collected shows that none of the 22 Metro libraries has a fundraising strategy. The only fundraising source mentioned by two libraries besides the Nelson Mandela Bay Municipality (NMBM) and Provincial government support was what they call ‘Friends of the library’ and Expo.

18 Role of public libraries The Public Library Manifesto of 1994 IFLA/ UNESCO states that a public library is the local centre of information making different types of knowledge and information readily available to its users. To inform, entertain, enlighten, educate, empower and equip individuals and communities for life long learning in order that they can know their rights and responsibilities in the society and fulfill their social roles knowingly and responsibly. Provide facilities for research and study purposes. Potential recreation and meeting places. Point of access to internet. Services of the public library are provided on the basis of equality of access for all, regardless of age, race, sex, religion, nationality, language or social status. Libraries to be accessible to all marginalised groups which include children, youth, disabled, immigrants etc


20 1. Fundraising and Partnerships The NMBM libraries must explore the following ideas as part of their future strategy to mobilize financial resources: Constitute an advisory multi-stakeholder forum that will: Serve as a link between the library and community structures. Serve as a nerve to identify community library resources needs. (communities should feel that the libraries respond and satisfy their needs). Sensitize communities on the needs of the library. Identify fundraising activities. Assist in the actual fundraising.

21 RECOMMENDATIONS 2. Taking the libraries to the people More needs to be done beyond the old age homes and school holidays activities. Consider the following ideas: Educational roadshows Awareness raising campaigns Literacy Day Programmes Organize joint events with community organizations Senior citizens literacy days (before they even go to old age homes), etc.

22 RECOMMENDATIONS 3. Library infrastructure Attend to the following: Library size Library locations Age compliant areas Physically challenged compliant infrastructure

23 Recommendation 4. Library Material Serving a multicultural society Material and services offered by public libraries to be representative and relevant to needs of their diverse communities. These may include library services in the native languages of the members of a group or the provision of services and materials which reflect the multicultural nature of society. Not only the 11 official languages of South Africa must be put in consideration but the Khoi, Nam & San languages, the sign languages and the other languages commonly used in by communities in South Africa.

24 Recommendation 5. Activities Serving children and youth Story telling for children in their native language or language best known to them, Visits to preschools and schools Reading competitions for primary schools, Book clubs for children, Career classes for teenagers, Homework facilities, Poetry reading, etc.

25 CATEGORIZATIONS OF LIBRARIES The NMBM should categorise its public libraries according to the following: Community libraries To offer general library services to the public which includes a section on cultural information. Research libraries To support scholarly research for students. Special libraries To support marginalised groups such as the physically disabled. To provide material on specialist topics to be determined.

26 Customer Satisfaction In Library Resources Serve multicultural society Staff exchange Interlibrary book loans Interlibrary educational activities Interlibrary skills and knowledge sharing Investment in staff skills development and empowerment


28 Customer satisfaction Infrastructure



31 PROGRAMMES cont… Frolunda/Gelvandale cultural club (Bead work, Puppetry, Fabric Painting, and Digital storytelling) Art clubs Poetry clubs Motherwell rollers Promotional DVD


33 Technology 5 million Upgrade Library Public internet access Interactive voice response

34 DescriptionExpected Outcome A full staff audit needs to be undertaken (22 Libraries + Head Office) Clearer understanding of staff requirements, status quo, remuneration problems, training needs, and recruitment problems and solutions. Interior and external planning concepts and recommendations based on site analysis As built drawings/plans of each library, renovation requirements and recommendations together with budget. Information Technology Audit (Systems)Breakdown of all I.T. infrastructure as well as requirements and recommendations.


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