1. Your own survey work Lapsed clients Housebound Library Client satisfaction surveys

2. Some questions worth exploring Who uses the library, how often and for what purpose? How satisfied are current clients with the service provided, and what improvements or changes do they want to see? Who has stopped using the library and why? Who in the community is not using the library and why? Are there improvements or changes that might encourage these people to start using a library? What is the role of the Internet in providing library services

3. Lapsed clients - reasons for not visiting Vast majority of lapsed clients stopped visiting because they moved away

4. Lapsed clients - satisfaction with service Selection of a/v was an issue for some lapsed clients Lack of stock in foreign languages (Italian and Greek)

5. Lapsed clients - potential improvements Selection of books the only significant issue identified by lapsed clients

6. Homebound library service Found many elderly not aware of service and a quarter interested in using

7. Homebound library service A significant proportion of older adults did not visit library due to difficulty Reasons that support provision of housebound service

8. Sources Census of Population and Housing Australian Bureau of Statistics www.abs.gov.au Victoria In Future Department of Sustainability and Environment www.dse.vic.gov.au Annual Community Surveys Metropolis Research Pty Ltd www.metropolis-research.com

9. Metropolis Research Pty Ltd Dale Hubner Managing Director 1 st Floor 74 Victoria Street Carlton Vic 3053 Telephone:(03) 9272 4600 Facsimile:(03) 9662 4456 www.metropolis-research.com

10. Questions - Comments