1. Change the skill set … Easy to approach and talk to Collection awareness Collection display Web resource awareness Comfortable with children and adults Comfortable with IT and books Not behind counter all the time Active not passive, anticipating as well as responding

4. Staff roles and routines Topping up displays is the most important task as it reaches 75% of our customers. Retail research shows that when a display falls below 70% full, the usage drops off steeply. Staff are out on the floor merchandising and available to talk to customers. Attitudinal change – new customer radar, active not just responsive Able to work across all areas

5. Staff rota at one UK library On counter - always available, no other work to be done at counter, if quiet use pcs to familiarise yourself with digital resources such as Know UK, X-refer etc Back office – work tasks On the floor – on-shelf-displays, aware of customers, anticipating customer need

6. How to acquire skills Extend what you do already Practice Colleague support eg new routines to check each other when in different spaces Online training

7. Successful online training Frontline Basics – fast and flexible customer care course. Change library practice with 4 hours over 1 month! Frontline Standard – five short courses set the standard for everyone working directly with readers and books Frontline Professional – for library managers who are ambitious to change library practice

8. Frontline staff need skills to: Deliver an active service Tempt readers with range and choice Manage the welcome and the space Focus on readers in work routines Talk to readers about reading and books Observe how readers choose Target groups of readers Work comfortably across age groups

9. Talking about reading

10. Bringing readers together

11. Merchandising skills

12. Exploring the collection

13. Creating powerful promotions

14. Using reader-centred themes

15. Increasing book knowledge

16. Learning from others

17. Online professional development 12,000 library staff have taken our online courses Online exercises then applied in a real library Go at your own pace with personal mentor feedback from Opening the Book

18. For librarians and managers

23. Managing first impressions

27. Contact Rachel: follow@RachelVanRiel www.openingthebook.com rachel@openingthebook.com www.openingthebook.com