Changing Libraries – new ways of working Rachel Van Riel

Libraries give great customer service Library staff are friendly and non-judgmental If you make an enquiry staff will go to the ends of the earth to get you an answer But what about the people who never ask? Our service is traditionally responsive – customers must come and ask us. What if we flex our muscles and become more active?

Change the conversation … Encourage staff to come out from behind the counter and actively engage with readers 11,000 library staff have experienced this in module 1 of Frontline Opens up reading choices, widens staff knowledge and shows you value your readers True for information and advice services too, a book conversation can lead to uncovering other needs

People approach more when you are shelving

You can initiate the conversation

Change the conversation With your partner, make a list of the key content you want staff to use when they try this out: 1.An easy conversation opener 2.A follow-up question 3.An event to mention and what to say 4.A website or digital resource you want to publicise 5.A council service you want to promote

Change the relationship … Move away from the big dominant counter A self-service library can reduce the space given to the help desk Think about shops. The purchase is made at the cash desk - the sale is made when you look at the products on the shop floor

Counter signals different relationship with customer

Open pod and walk-to staff pod

The librarian is not based at the counter

Change the relationship Anything you can do to change how you relate to customers: Make the counter smaller? Include a discussion area at the counter or nearby? Any enquiries that can be handled away from the counter? Can you make your signage friendlier?

It takes time to get this right

Counters before refurbishment