Perspectives of Public Library Use 2 A compendium of survey information PP PP PP PP LU2LU2LU2LU2 PP PP PP PP LU2LU2LU2LU2 PP PP PP PP LU2LU2LU2LU2 PP PP PP PP LU2LU2LU2LU2 1999 Perspectives of Public Library Use 2 A compendium of survey information
written and compiled by Steve Bohme and David Spiller
Foreword by Alan Howarth, Minister for the Arts
Library & Information Statistics Unit (LISU) Department of Information Science, Loughborough University
Book Marketing Ltd (BML)
ISBN 1 901786 14 5
1999 Foreword by Alan Howarth Minister for the Arts
The Government attaches great importance to public library services, and I am glad to underline this by way of introducing the second volume of Perspectives of Public Library Use. The library sector contributes in a very major way to four of our main objectives - education, access, social inclusion and modernisation. Our approach is to set out the right national framework that will allow public library authorities to flourish and develop their services. A key element in our role is monitoring the library service, and this would be almost impossible without reliable statistical sources to back up our work. For this reason I am delighted that the reaction to the first volume of Perspectives on Public Library Use has been so positive that a second volume has been warranted. The publication brings together an impressive wealth of information relating to public libraries, and demonstrates their continuing vitality. It also highlights the wide variety of research projects being undertaken within library authorities; I hope that these impressive examples of good practice will encourage and inform others considering such work. It is through such analysis that library services can be improved and tailored to meet the expectations of their users, whose needs are ever evolving to reflect the changing world around them.
Perspectives of Public Library Use 2 i Acknowledgements
This publication is supported by a grant from the Leo Favret, Bromley Leisure and Community British Library Research and Innovation Centre (now Services part of the Library and Information Commission) Jonathan Gordon and Martin Jennings, Institute towards the initial launch costs of the project. For of Public Finance encouragement and advice we are particularly grateful to Barbara Buckley of the Commission. Margaret Haines, Library and Information Commission The authors would like to thank a number of colleagues: Alison Murphy at LISU for identifying Barbara King, Hounslow Library Network and summarising the postgraduate dissertations David Lightfoot, Chair, CIPFA PLUS from Sheffield and Strathclyde, and for checking Martin Nail, BNB Research Fund the text; Jo Henry at BML and Claire Creaser at LISU for reading the text and making many helpful Ann O’Brien, Department of Information Science, suggestions; and Mary Ashworth and Sharon Loughborough University Fletcher at LISU for the very substantial work on Richard Proctor, Department of Information page design and desktop publishing. Studies, University of Sheffield Our thanks are also due to the many contributors, details of whom are given in the introductions to each section of the text itself. In addition we should We should like to acknowledge permission to like to thank the following people who arranged for summarise research which was originally published us to receive material: elsewhere:
David Barton, Capital Planning Information Aslib and HMSO (Aslib review of public library services in England and Wales) Paul Burton, Department of Information Science, Strathclyde University The Audit Commission (Due for renewal)
Kate Cole, Westminster Libraries and Archives Helen Carley, Library Association Publishing John Dolan, Birmingham Central Library (Information technology in public libraries)
ii Perspectives of Public Library Use 2
Contents
Foreword...... i
Acknowledgements...... ii
Introduction...... v
Summary of contents...... vii
1. Public library statistics ...... 1 1.1 Public library resources...... 2 1.2 Public library use...... 11 1.3 Borrowing habits and related services...... 18
2. National perspectives on public library use ...... 29 2.1 User consultation...... 30 2.2 Review of public library service in England and Wales...... 33 2.3 Due for renewal: a report on the library service...... 46 2.4 CIPFA PLUS archive for 1997...... 52 2.5 Pilot of proposed new measures for CIPFA public library statistics...... 60 2.6 Libraries and community development national survey...... 69
3. User surveys: satisfaction and impact ...... 73 3.1 Report of a survey of central library users...... 74 3.2 Report of a survey of children using the library...... 77 3.3 Library lapsed-users survey...... 81 3.4 Different language, different needs?: a survey of Asian library users...... 84 3.5 New measures for the new library...... 94 3.6 What do people do when their public library service closes down?...... 100 3.7 Modelling use at individual service points...... 107 3.8 The impact of Sheffield public library closures on young children...... 113
4. Information and communications technology ...... 117 4.1 New library: the people’s network...... 118 4.2 Building the new library network: report on ICT training needs...... 122 4.3 Virtually new: creating the digital collection...... 129 4.4 Information technology in public libraries...... 135 4.5 Networked business information...... 138 4.6 Exit survey...... 141 4.7 Electronic serials in public libraries...... 147
Perspectives of Public Library Use 2 iii Contents
5. Stock management ...... 149 5.1 Public library stock management...... 150 5.2 Audio-visual materials...... 152 5.3 Adult non-fiction and the public library...... 161 5.4 Adult fiction and the public library...... 167 5.5 Library use - frequency of borrowing...... 173 5.6 Paperbacks in public libraries...... 176 5.7 Practical stock management and stock rotation on mobile libraries...... 182 5.8 A study of the provision and usage of periodicals in public libraries...... 188 5.9 Title output in the UK...... 192 5.10 Report into the effects of the abandonment of the Net Book Agreement...... 198
6. Information and reference services ...... 207 6.1 Inter-authority benchmarking project...... 208 6.2 Regional reference libraries: a position statement...... 218 6.3 Business information in rural Grampian...... 220 6.4 European Union information in public libraries in the United Kingdom...... 225 6.5 Citizenship information...... 231 6.6 A user survey of Paisley Reference and Local Studies Library...... 237 6.7 Access to legal information in public libraries...... 240
7. Management ...... 243 7.1 Assessment tools for quality management in public libraries...... 244 7.2 The impact of the opening of a new university on a public library service...... 250 7.3 Children’s library design...... 254 7.4 Job satisfaction and absenteeism...... 258 7.5 Perceptions of the public library and their impact on recruitment...... 262
8. Book trade statistics ...... 265 8.1 Market sizes...... 266 8.2 Book prices...... 268 8.3 Book publishing...... 272 8.4 Bookselling...... 279 8.5 Consumer book buying...... 281 8.6 Bestsellers...... 286
iv Perspectives of Public Library Use 2 Introduction
Introduction
Perspectives of public library use 2: a compendium • Book Marketing Ltd BML’s extensive of survey information has been assembled by Book investigations for the book trade afford librarians Marketing Ltd and the Library and Information a wide-angle-lens perspective on their own Statistics Unit - two units dedicated to research on market - in particular through the 1998 Household a national scale for, respectively, the book trade library use survey, and through Books and the and library and information services. The book consumer in previous years. is a follow-up to its 1995 precursor, Perspectives • Government reports Original research is often of public library use by Len England and John included in government reports, and can easily Sumsion, which was enthusiastically received by the be overlooked - especially if the reader disagrees public library and book trade communities. with the recommendations of the report. The The time gap between research findings and Aslib Review of the public library service is a their implementation is a problem in many subject case in point; the extensive research done for areas. The British Library Research and Innovation the review remains highly relevant several years Centre (BLRIC), the UK body formerly responsible after its publication. More recently, the Library for funding research into libraries and information and Information Commission’s publications have systems (now part of the Library and Information contained substantial work on digital libraries. Commission), has been insistent that research in We also include a summary of research from the its field should be provided in a form palatable to Audit Commission’s report on public libraries. practitioners. To this end, BLRIC supported the • Public library authorities Public library authorities present volume, which summarises recent (1995-98) are not normally in competition with each other, research of interest to public librarians and the book and can share their individual findings - a trade. heartening feature of the sector. Authorities are sometimes tentative about submitting their It is immediately apparent from the table of contents research for publication, but the examples just how much work has been done in this short included here demonstrate how much interesting period. We hope that making it available in one work is being done – much of it in neglected place will be helpful to hard-pressed managers areas. We feel sure that there is more work at all levels of public library authorities. In many out there which has yet to surface. Amongst cases readers will want to refer back to the original research included here is: a rare example of publications, where a great deal more information process benchmarking (of enquiries) between may be found. four authorities; management information studies, including several on different areas of stock Given the amount of material, it is unlikely that provision from Westminster, and networked anyone will ‘read through’ Perspectives 2. We business information from Buckinghamshire; and anticipate that it will be used as a reference tool by a range of surveys - on IT services (Bromley), practitioners who need to discover, or rediscover, children’s needs (Birmingham), the central library what is known about an aspect of library service. (Birmingham), lapsed users (Sandwell), and They may use the findings as a basis for planning Asian users (Hounslow). and decision-making in their authorities, or adapt the methodologies for further research of their • Independent research organisations The own. Taken in conjunction with the 1995 volume, standard user survey developed for public Perspectives 2 should also help to suggest the main libraries by the CIPFA-PLUS group has already user research gaps for public librarians. generated much information; this is a significant initiative, and a summary of the 1997 findings With these aims in mind, the work is arranged is included here. There are also brief extracts primarily by subject - rather than (as in the previous from Chris Batt’s latest, invaluable, survey of IT; edition) by the source of information. All the same, two contributions from the research consultants regular recourse to the index will be necessary to CPI (on stock management and regional unlock all the detail contained in the various studies. reference libraries); and two summaries of LISU publications (a pilot for new CIPFA measures, The compilers have trawled for research findings and a study modelling use of individual service from various sources: points).
Perspectives of Public Library Use 2 v Introduction
• Academic departments Much of the funded said that they had not used an alternative service research on public libraries comes from higher since the closures - and 40% of parents said that education institutions, and key recent work is their children were reading less. This was perhaps summarised. Typically, the academic studies the most striking piece of evidence against closures span more than one (often all) authorities: that we encountered - found in an unheralded the Robert Gordon University, in Aberdeen, Masters dissertation. contributes several studies of user information needs; Sheffield University includes studies Internet services Another burning issue is the looking at impact - of library closures, and of the development of Internet services in public libraries. social effects of services; and Loughborough An infusion of public money for this purpose University provides a study of electronic journals is guaranteed, and a Library and Information in public libraries, and a tool-kit for authorities to Commission survey spells out the training necessary carry out quality self-assessment. for library staff to support the new services. Chris Batt’s survey reveals that - despite all the • Students Many excellent surveys are carried out palaver - only 215 library service points (5% of the by students at information departments. This is a total number) offered public access to the Internet neglected resource, especially at Masters level. in 1997. But the potential use of such a service The dissertations are theoretically available to appears considerable. Bromley’s exit survey asked practitioners but seldom used, and the findings users: Would you use the Internet from a public rarely get into the professional press. We include library? Twenty-four per cent said ‘definitely’ and brief summaries from the survey elements of a 20% ‘maybe’ but, significantly, over half of all users number of studies. in the 15-24 age range said ‘definitely’. Use of more specific services is also encouraging. An Internet Mining Perspectives 2 for material on a theme can service added to the Buckinghamshire networked mean searching in several different places - and business information centre in January 1998 has not always the obvious ones. A few examples may been in use for 70% of its potential access time, make the point: and 82% of a sample of its users have found the Library closures At the time of publication, the information they were looking for. subject of library closures is under scrutiny. CIPFA Library use and membership Finally, there is a good data on the first page of Perspectives 2 show that a deal of information in the various surveys here about mere 6% of ‘standard’ public library service points library use and membership. Book Marketing’s have closed over the past decade. This seems 1998 household use survey found that in 74% of surprising, given the financial pressures of the time, households, someone had visited a public library but we can also deduce where the funding cuts have in the previous 12 months. The figures may be been concentrated, for CIPFA ‘additions to public contrasted with those in the Aslib Review of public library stock’ figures in the same section show a libraries, where 30% of individuals claimed to be reduction of 21% in additions over the same period. ‘frequent users’ of public libraries, 24% occasional It is therefore no surprise that in almost every survey users, and 45% non-users. The household use in this volume, users have put ‘more books’ at the survey also found that 59% of adults and children top of their wants lists. There are no direct reports claimed library ticket ownership. But ticket here of user attitudes to closures linked to a better ownership must be regarded as a dubious measure. provision of materials, but in the 1995 Aslib Review LISU’s pilot of new CIPFA measures found that of of the public library service a very large sample of 27 library authorities, only ten updated membership respondents gave ‘easy to reach’ as the third most records annually, and 14 updated once every three positive statement in a list of 23 statements about years, or worse. In any case, membership is not an the service - in fact, users were more positive than indicator of library use. Sandwell’s survey of 138 staff about ease of access. Does this afford a mild library members who had not borrowed anything mandate for some closures of service points, elected for three years found that 90% of them had used members permitting? Perspectives 2 has two pieces services in ways not recorded by the automation of evidence about the effects of closures. The system - reference materials, visiting with children, University of Sheffield Department of Information personal study, choosing books for other people, Studies asked users for their reactions when and so on. ‘Lapsed users’ turned out to be merely Sheffield public libraries closed because of strike ‘lapsed borrowers’. Their finding is supported by action: 47% of all users said they had ‘not replaced’ the Book Marketing survey as well as the CIPFA the library’s services. This was a temporary closure PLUS archive for 1997: 27% of 68,000 respondents of all Sheffield libraries, so that travelling to nearby to the latter used the public library to browse, 22% service points was not an option. As it happened, to seek information, 13% to read newspapers another Sheffield study, by Rachel Reilly, looked at and magazines, and 7% to study - none of which the impact of the permanent closure of three branch functions require a library ticket. libraries on young children. Forty-four per cent of the parents whose children had used the former services vi Perspectives of Public Library Use 2 Summary of contents
Summary of contents
As indicated in the Introduction to this volume, libraries. These extracts come from various sources Perspectives of public library use 2 has been and include the extent of provision of ICT services in organised where possible by subject matter (though libraries, staff and customer requirements and use, inevitably there is some cross-over in the coverage and the digitisation of library material. of each chapter). The material gathered together in Section 5 comes Section 1 sets the scene for the rest of Perspectives under the broad heading of stock management, 2, by summarising key public library statistics. It providing examples of locally based studies into deals - on a national scale - with public library various types of stock, such as fiction, non-fiction resources (service points, expenditure and income, and paperback books, audio-visual items and library stocks, etc), public library use (numbers periodicals. Linked to these more specific stock- visiting, ticket ownership, services used, etc), and related pieces of research are extracts of work borrowing habits (looking in more detail at the undertaken into the demise of the NBA and into popularity of different types of books, frequency and changes in book title output. weight of borrowing, requests and inter-library loans, etc). Most of the data in this section come from LISU Section 6 provides the results of a variety of surveys analyses of CIPFA data, and BML’s various national of the information and reference services offered by library user surveys. public libraries. Mainly based on locally gathered information, the extracts cover the provision Further national perspectives on public library use of business, legal, citizenship and EU-related are provided in Section 2. The section provides information. extracts and survey summaries from a variety of sources, including Aslib, The Audit Commission In Section 7, issues related to library management and CIPFA, all of which examine aspects of the are bought together, with summaries of work done public library service at a national level. Coverage into developing self-assessment tools for libraries, includes: further information on user habits; data and research into library design, recruitment and showing satisfaction with, and attitudes towards, staffing, and into the effect on a library of changes the service; feedback from library authorities on to the external environment (in this case a new measures for consulting customers and strategies university). for community development; and issues related to service planning. Finally, Section 8, puts the public library service into the broad context of the UK book market, providing Section 3 continues with some of the themes a compendium of book trade statistics to show the examined in the first two sections of the book, book market size, structure and growth; changes in summarising a number of user surveys that have book pricing; the performance of the publishing and been undertaken locally within libraries and library retailing sectors; and the book buying habits and authorities, rather than at national level. Those tastes of the general public. surveyed in this selection include children, customers at a city central library, lapsed users, Asian users and It should be noted that, while the extracts included in people in areas where libraries have been closed. this volume have - in most cases – been summarised and edited by the authors of Perspectives 2, the Section 4 brings together research – undertaken views expressed within each extract are those of the nationally or locally – specifically related to the role original authors. of information and communications technology within
Perspectives of Public Library Use 2 vii viii Perspectives of Public Library Use 2 1.1 Public library resources
Public library statistics 1
Perspectives of Public Library Use 2 1 1 : PUBLIC LIBRARY STATISTICS
1.1 Public library resources Number of libraries Fig. 1.1.1b illustrates the changing pattern in the number of standard public libraries, and that by The number of libraries open to the public increased 1996-97 the vast majority (in fact nearly three- slightly (+ 3%) between 1986-87 and 1996-97. quarters) were open between 10 and 44 hours However, as Table 1.1.1a shows, there has been per week. This compares to 1986-87, when these a slight and gradual decrease in the number of accounted for under two-thirds of all standard standard public libraries over the period (- 6%), while libraries. the increases have come in the number of mobile libraries and the number of libraries with public access in institutions. Size of service points Within the standard public library sector there has Little statistical work has been done at national level been a significant decrease in the number of libraries to analyse the distribution of service points by size or open at least 45 hours a week (and particularly those by volume of activity. There have been no dramatic open 60 hours or more), and also in the number of changes over the last 10-15 years, so the results libraries open less than ten hours a week (though the of the 1980 survey (Dept. for Education & Science, number of these actually increased between 1992-93 Office of Arts & Libraries) - carried out to provide and 1996-97). The only sector showing an increase Public Lending Right (PLR) sampling information are over the period as a whole was libraries open 10-29 still informative. (CIPFA intends to collect such data hours (+13%). in future.)
1.1.1a Number of service points % change 1986-87 1988-89 1990-91 1992-93 1994-95 1996-97 1987-97
Open 60+ hrs/wk 79 61 60 46 44 40 - 49 45-59 hrs/wk 859 845 805 751 705 693 - 19 30-44 hrs/wk 1,637 1,658 1,653 1,648 1,643 1,611 - 2 10-29 hrs/wk 1,477 1,504 1,553 1,635 1,689 1,676 + 13 < 10 hrs/wk 720 604 498 424 394 452 - 37 Total standard 4,772 4,672 4,569 4,504 4,475 4,472 - 6
Mobile units 679 702 719 700 692 696 + 3 Institutions 16,456 18,802 19,026 19,277 19,702 17,466 + 6 Total public 21,907 24,176 24,314 24,481 24,869 22,634 + 3
Source: CIPFA/LISU
1.1.1b Number of standard public libraries
60+
Source: CIPFA/LISU 2 Perspectives of Public Library Use 2 1.1 Public library resources 1.1.2a Size of service points (1980) Service Total Average points issues issues p.a. Annual issues No % Million % per serv. point Under 100,000 2,685 55 134 21 49,900 100,00-299,000 1,675 35 282 44 168,000 300,000-499,000 336 7 130 20 387,000 500,000 & over 141 3 97 15 688,000 TOTAL 4,837 100 643 100 133,000 Source: Department for Education & Science, Office of Arts & Libraries
The 1980 census was first analysed to find the Supplementary CIPFA statistics show nine libraries proportion of book issues from all UK public libraries with over one million loans in 1996-97, as shown corresponding to the definition of ‘principal’ service below. The list shows one change from 1995-96, with point in the PLR Scheme. The analysis showed 315 Aylesbury replacing Birmingham. ‘principal’ service points with 155,000,000 issues per annum. This was about a quarter of the 643,000,000 Aylesbury Croydon Nottingham issues that year. Chelmsford Edinburgh Southend Colchester Milton Keynes Sutton At that time loans from ‘principal’ service points in the sample governed 60 per cent of the PLR payment Interestingly, only two of the nine libraries listed calculations but represented only 25 per cent of the are open for at least 60 hours per week. It should borrowing. ‘Ordinary’ service points represented 75 be noted that some cities (e.g. Glasgow and per cent of the lending but triggered only 40 per cent Manchester) feature reference rather than lending of the payments. (This imbalance in the sample has facilities in their largest libraries, so do not appear on since been largely corrected!) this list.
More significantly for our purpose here, the Data collected since 1995-96 indicate the proportion 1980 data have also been analysed as shown in of service points which are computerised. In the UK Table 1.1.2a. as a whole this figure increased from 54% of service points in 1995-96 to 56% in 1996-97. Fig 1.1.2b Seventy-nine per cent of the issues occurred in 45 shows how this proportion varies, with over nine-out- per cent of the service points - a significant departure of-ten service points in London computerised in each from the 80:20 rule - although the 10 per cent of year, compared to no more than three-in-ten of those largest libraries still accounted for more than a third in Northern Ireland. It also shows that the increases of the issues. occurred mainly in Wales and Scotland. 1.1.2b Proportion of service points computerised
100%
90%
80%
70% Not computerised 60% Computerised 50% 93 93 40%
30% 54 58 58 54 51 50 20% 49 40 42 30 27 10%
0%
95/96 96/97 95/96 96/97 95/96 96/97 95/96 96/97 95/96 96/97 95/96 96/97 95/96 96/97 Eng. Unit. Met. London Wales Scotland N Ireland counties auth districts
In 1996/97 Unitary authorities examined as a separate category. Data for these were previously included in English counties Source: CIPFA/LISU Perspectives of Public Library Use 2 3 1 : PUBLIC LIBRARY STATISTICS Public library expenditure and income These trend data for per capita book spend (at 1996 prices) vary by region, as illustrated by Fig 1.1.3c. Gross expenditure on public libraries stood at £791m Per capita spending on books in London decreased in 1996-97, representing a 57% increase over most significantly between 1986‑87 to 1996-97, and 1986-87 at current prices (Table 1.1.3a). Income in recent years had fallen below levels in Scotland. more than doubled over the period (from £27m to £65m), so that net expenditure increased by 52%. As indicated above, the share of library spending Book spend increased at a far lower rate than going on books decreased between 1986-87 overall expenditure (+27%), resulting in a decrease and 1996‑97. Fig 1.1.3d indicates how this lost in the share of gross expenditure taken by books, share has been redistributed, with increases in the from 16.1% in 1986-87 to 13.0% in 1996-97. This proportion of spending on premises, staff costs, decreased share is in fact even more pronounced acquisitions of non-book items (audio-visual, than this, since the expenditure figures prior to newspapers and magazines, etc) and other (mainly 1994-95 include an element of capital financing costs administrative) costs such as central charges, excluded in the 1994-95 and 1996-97 data. computing costs and the costs of supplies and services. Taking into account inflation, gross and net expenditure on public libraries actually fell slightly between 1986-87 and 1996-97, with real spending on books down 20%, and per capita spending on books decreasing by 23% (Table 1.1.3b).
1.1.3a Expenditure at current prices
% change 1986-87 1988-89 1990-91 1992-93 1994-95 1996-97 1987-97
Gross expenditure (£m)* 503 584 698 778 774 791 + 57 Income (£m) 27 32 39 51 60 65 + 141 Net expenditure (£m) 477 553 658 727 714 726 + 52 Book spend (£m) 81 92 102 110 112 103 + 27 Book spend per capita (£) 1.43 1.62 1.78 1.90 1.91 1.75 + 22 % spent on books 16.1% 15.8% 14.6% 14.1% 14.4% 13.0% - 19 Staff expenditure 256 295 348 384 412 437 + 71 % spent on staff 50.8% 50.5% 49.9% 49.3% 53.2% 55.3% + 9
* Total expenditure figures prior to 1994/95 include an element of capital financing costs removed from the revenue account in 1994-95 Source: CIPFA/LISU
1.1.3b Expenditure at 1996 prices (GDP deflator)
% change 1986-87 1988-89 1990-91 1992-93 1994-95 1996-97 1987-97
Gross expenditure (£m)* 799 826 853 858 817 791 - 1 Income (£m) 43 45 48 56 64 65 + 51 Net expenditure (£m) 757 781 805 802 754 726 - 4 Book spend (£m) 129 130 125 121 118 103 - 20 Book spend per capita (£) 2.27 2.29 2.18 2.10 2.02 1.75 - 23 % spent on books 16.1% 15.8% 14.6% 14.1% 14.4% 13.0% - 19 Staff expenditure 406 417 426 424 435 437 + 7 % spent on staff 50.8% 50.5% 49.9% 49.3% 53.2% 55.3% + 9
* Total expenditure figures prior to 1994/95 include an element of capital financing costs removed from the revenue account in 1994-95 Source: CIPFA/LISU
4 Perspectives of Public Library Use 2 1.1 Public library resources 1.1.3c Changes in per capita book spend at 1996 prices, by region Per capita book spend (£)
In 1996/97 unitary authorities examined as a separate category (not shown). Data for these are included in English counties category in previous years Source: CIPFA/LISU
1.1.3d Changes in distribution of public library expenditure
15 17
11 12
54 55
2 3 17 13
1986/87 figures for share taken by books and staff costs differ from those shown in ableT 1.1.3a because figures have been re-percentaged to exclude element of capital financing costs which were removed from the revenue account in 1994-95, thereby making two sets of figures more directly comparable Source: CIPFA/LISU
Perspectives of Public Library Use 2 5 1 : PUBLIC LIBRARY STATISTICS 1.1.3e Changes in sources of public library income
31 37
2
8 13 6
10 22
40 33
Source: CIPFA/LISU
The share of public libraries’ income accounted for Staff employed by the hire of audio-visual items and by lettings/ photocopying more than doubled between 1986-87 Despite the increase in staff expenditure in real and 1996-97, at the expense of fines/fees, specific terms between 1986-87 and 1996-97 (Table 1.1.3b, grants and other sources of income (Fig 1.1.3e). page 4), staff numbers fell over the same period, However, within the context of the actual and real by 11% (equating to over 3,000 people). Manual growth in income generated by public libraries workers showed the greatest decline (-64%) over the period (Tables 1.1.3a and 1.1.3b, page reflecting contracting out of manual services, while 4), income from fines/fees and in the ‘remainder’ the number of professional staff fell by 19%. There category did actually increase in real terms, despite was a slight increase in the number of non-manual, the lost share (income from specific grants saw a non-professional staff over the whole period, though real decrease). the numbers decreased from 1990-91 onwards (Table 1.1.4a). The ‘other non‑manual’ group accounted for 71% of staff in 1996-97, compared to 61% in 1986-87.
1.1.4a Staff employed in public libraries % change 1986-87 1988-89 1990-91 1992-93 1994-95 1996-97 1987-97
Professional 8,091 7,939 7,692 7,278 6,999 6,552 -19 Other non-manual 18,265 18,549 18,974 18,967 18,831 18,696 +2 Manual 3,553 3,206 2,010 1,578 1,452 1,270 -64 TOTAL 29,911 29,682 28,674 27,823 27,281 26,513 -11 Total per 10,000 popn. 5.27 5.20 5.00 4.80 4.67 4.51 -14
Source: CIPFA/LISU
6 Perspectives of Public Library Use 2 1.1 Public library resources
1.1.4b Changes in total staff per 10,000 population
Staff/ 10,000 popn.
In 1996/97 Unitary authorities examined as a separate category (not shown). Data for these are included in Eng- lish Counties category in previous years Source: CIPFA/LISU
The number of public library staff per 10,000 reflection of the drop in spending on books (see population varies by UK region, as shown in above, page 4). Adult non-fiction showed the Fig 1.1.4b, with the average figures for London greatest decrease in stock numbers over the period, and Scotland around 6 staff per 10,000 in 1996-97, with adult fiction also down. Stocks of children’s compared to five per 10,000 in Metropolitan Districts books actually increased slightly, with the number of England and Northern Ireland and four for Wales of reference titles/reserves up 8% (reference and the English Counties. London, and to a lesser represented approximately half of these). In contrast extent the Metropolitan Districts, showed the greatest to books, stocks of audio-visual items (particularly rate of decline in staff numbers over the period. videos), grew significantly between 1986-87 and 1996-97, causing an increase in the share of all library stocks taken by these items, from 3.5% to Public library stocks and additions 5.5%. Public library bookstocks decreased by 7% between 1986-87 and 1996-97 (Table 1.1.5a), reflecting a 21% decrease in additions to bookstock over the same period (see Table 1.1.5c, page 8), in turn a
1.1.5a Public library stocks 1986-87 1988-89 1990-91 1992-93 1994-95 1996-97 % change (m) (m) (m) (m) (m) (m) 1987-97 Adult Fiction 41.0 40.4 39.2 38.0 37.0 35.2 - 14 Adult Non-Fiction 43.2 41.4 40.2 38.0 36.0 35.2 - 19 Children’s 23.8 23.4 23.7 24.0 24.3 24.7 + 4 Reference/reserve 33.0 34.4 33.4 32.9 32.3 35.6 + 8 TOTAL BOOKSTOCK 141.0 140.6 136.5 133.0 129.6 130.6 - 7 Audio 4.9 5.3 5.7 6.0 6.3 6.3 + 28 Visual 0.1 0.1 0.3 0.5 0.9 1.2 + 1,459 CD-Rom - - - - - 0.1 - TOTAL AUDIO-VISUAL 5.0 5.4 6.1 6.5 7.2 7.5 + 51
Source: CIPFA/LISU Perspectives of Public Library Use 2 7 1 : PUBLIC LIBRARY STATISTICS
1.1.5b Changes in public library stock
Million
Source: CIPFA/LISU
The changing pattern of stock numbers is further of additions over the period, from around 5.5% illustrated in Fig 1.1.5b. to 10.7% (Table 1.1.5c). The fact that stocks of children’s books and reference/reserve titles were All book categories saw decreases in the number maintained over the period (Table 1.1.5a), despite of additions between 1986-87 and 1996-97, with the decrease in additions shown here, implies that audio‑visual items again showing a contrasting acquisitions exceeded withdrawals (see also below). pattern of growth, and nearly doubling its share As Fig 1.1.5d illustrates, the decline in number of additions was particularly pronounced between
1.1.5c Additions to public library stock
1986-87 1988-89 1990-91 1992-93 1994-95 1996-97 % change (m) (m) (m) (m) (m) (m) 1987-97 Adult Fiction 5.6 5.6 5.5 5.1 5.0 4.2 - 24 Adult Non-Fiction 3.8 3.7 3.5 3.3 3.3 2.8 - 26 Children’s 3.8 3.7 3.6 3.6 3.5 3.3 - 11 Reference/reserve 0.6 0.6 0.6 0.7 0.7 0.5 - 16 TOTAL BOOKSTOCK 13.7 13.5 13.2 12.7 12.5 10.9 - 21 TOTAL AUDIO-VISUAL 0.8 0.9 1.0 1.2 1.4 1.3 + 64
Source: CIPFA/LISU
8 Perspectives of Public Library Use 2 1.1 Public library resources
1.1.5d Changes in additions to public library stock
Million
Source: CIPFA/LISU
1994-95 and 1996-97, with a slight drop even in the of withdrawn stock exceeded the number of number of audio-visual additions. acquisitions.
As implied by the greater rate of decline in additions Books are withdrawn either when their intellectual to bookstocks compared to total bookstocks interest wanes, or through shortage of space, or (Table 1.1.5c compared to Table 1.1.5a, page 7), when they are physically worn out. Withdrawals the proportion of stocks accounted for by additions for this last reason can be measured. In the showed an overall decrease between 1986-87 and early 1980’s Doug Betts (Betts, 1986) established 1996-97 (Table 1.1.5e). The decrease in additions ‘physical’ book life in Surrey as falling in the range to stock ratio was greatest for children’s books, though the figure remained higher than for both adult 70 - 90 issues for hardbacks fiction and adult non-fiction. In contrast to books, the 30 - 40 issues for paperbacks. additions of audio-visual items as a percentage of total audio-visual stocks increased over the period as Improved physical reinforcements are now available a whole, though the 1996-97 figures were down on for paperbacks and ‘trade paperbacks’ are superior the previous year. in size, paper and quality of binding to the traditional mass market paperback. Recent research Tables 1.1.5a and 1.1.5c have indicated that (Matthews, 1994) finds in Essex that hardbacks additions to stocks of adult fiction and adult are withdrawn after only 40-55 issues - probably on non-fiction (in contrast to children’s, reference/ grounds of subject obsolescence as well as physical reserve and audio‑visual titles) were insufficient to condition. maintain stock levels. In other words, the volume
1.1.5e Additions as a proportion of public library stock
1986-87 1988-89 1990-91 1992-93 1994-95 1996-97 % change (m) (m) (m) (m) (m) (m) 1987-97 Adult Fiction 13.7 13.9 14.0 13.4 13.5 11.9 - 13 Adult Non-Fiction 8.8 8.9 8.7 8.7 9.2 8.0 - 9 Children’s 16.0 16.8 15.2 15.0 14.4 13.4 - 16 Audio-visual 16.0 16.7 16.4 18.5 19.4 17.3 + 8
Source: CIPFA/LISU
Perspectives of Public Library Use 2 9 1 : PUBLIC LIBRARY STATISTICS UK public library resources compared applying to Germany, France, etc. However, the UK to overseas showed the lowest stock per registered user (with the exception of the Federal Republic of Yugoslavia), It is not easy to compare the public libraries and also had one of the lowest ratios of annual in the UK with other countries, because of additions per user. different circumstances, definitions and means of measurement. 1.1.6a Public library service points: Europe However, bearing this in mind, data published in the Service Registered users/ UNESCO Handbook do give an indication of the Country Year points service point scope of resources in various other countries, and of Russian Fed. 1995 96,177 564 the position of these relative to the UK. UK 1995 24,869 1,354 Kazakstan 1995 15,055 382 Table 1.1.6a shows European countries with at Germany (1) 1995 13,032 na least 1000 public library service points and, where Czech Republic 1992 7,986 228 available, the number of registered users catered for Spain 1994 4,880 1,092 (1) per service point. The year to which the data apply Hungary 1995 4,468 340 Georgia 1995 3,929 630 is also shown. The figures indicate that the UK has France (2) 1995 3,366 1,872 more public libraries than other European nations, Slovakia 1995 3,005 253 with the exception of the Russian Federation, and Austria 1995 2,592 397 bearing in mind that e.g. Germany represents Switzerland 1990 2,555 137 public authority financed libraries only and France Italy 1990 2,366 2,855 represents municipal authority libraries only. The Sweden 1995 1,656 na Netherlands shows the highest number of registered Lithuania 1995 1,511 496 Finland 1993 1,339 1,796 users per service point, with the figures for France, Netherlands 1990 1,265 3,436 Italy, Finland and Belgium also above that for the UK. Norway 1995 1,157 na Belgium 1990 1,151 1,514 Table 1.1.6b compares bookstock and additions to stock in European countries with a public library (1) Libraries financed by public authorities only service with stocks of at least 10m books. The UK’s (2) Municipal libraries only, and includes libraries in position in 1995 was below the Russian Federation, overseas departments the Ukraine and Poland, but above the other Source: UNESCO Handbook European nations, bearing in mind the footnotes
1.1.6b Public library bookstock: Europe
Bookstock Annual Stock/ Additions/ Country Year (000s) additions (000s) registered user registered user Russian Fed. 1995 983,356 30,593 18 0.6 Ukraine (1) 1995 336,720 8,510 17 0.4 Poland 1995 136,694 4,299 na na UK 1995 129,612 12,597 4 0.4 Germany (1) 1995 123,288 9,387 na na France (2) 1995 95,000 4,900 15 0.8 Italy 1990 80,030 2,222 12 0.3 Spain 1994 63,836 1,962 12 0.4 Hungary (1) 1995 45,265 na 30 na Sweden 1995 44,177 1,902 na na Netherlands 1990 41,515 na 10 na Czech Republic 1992 37,570 1,501 21 0.8 Finland 1993 36,300 1,800 15 0.7 Georgia 1995 31,255 958 13 0.4 Belgium 1990 29,678 na 17 na Switzerland 1990 27,674 na 79 na Lithuania 1995 24,513 862 33 1.1 Norway 1995 20,411 989 na na Slovakia 1995 19,058 na 25 na F. R. Yugoslavia (3) 1995 13,974 255 2(4) ** Austria 1995 10,876 na 11 na (1) Libraries financed by public authorities only. (2) Municipal libraries only, and includes libraries in overseas departments. (3) Independent libraries and those incorporated in enterprises only. (4) Bookstock per reader rather than registered user. ** Less than 0.1. Source: UNESCO Handbook
10 Perspectives of Public Library Use 2 1.2 Public library use
1.2 Public library use Incidence of use of public libraries Sixty‑four percent of individuals within each household in the nationally representative sample BML’s 1998 Household Library Use Survey showed had visited a public library in the previous 12 months, that 74% of British households (equating to around a figure increasing to around 70% of women, boys 17.5 million households) had made at least one visit and girls, compared to 56% of men. In fact, children to a public library in the 12 months prior to interview aged between 6 and 16 years showed the greatest (for any purpose), a proportion increasing to 84% of propensity to visit public libraries (Table 1.2.1b), households with children aged under 16. The figure in spite of the fact that they were also the group varied between 68% of households in the Lancashire most likely to visit non-public libraries (i.e. mainly in TV region to 80% of households in East Anglia, and schools. between 68% of households of social grade DE and 79% of ABs (Table 1.2.1a).
1.2.1a Use of public libraries - by household, 1998
88 79 79 84 80 74 77 74 74 76 73 76 77 68 69 71 71 68
All C1 C2 AB DE York NE Lancs London Any child Southern E AngliaMidlands Scotland No children Wales/W/SW Child agedChild 0-5 aged 6-15 Did not visit
Base: all households Source: Household Library Use Survey 1998 (BML)
1.2.1b Use of public libraries - by individual, 1998
88 85 70 72 75 78 64 68 69 66 65 56 61 63 63 62 45
All Men Boys Girls 0-3 4-5 6-8 9-11 65+ 12-14 15-16 17-24 25-34 35-44 45-54 55-64 Women Did not visit
Base: all individuals Source: Household Library Use Survey 1998 (BML) Perspectives of Public Library Use 2 11 1 : PUBLIC LIBRARY STATISTICS
Between 1994 and 1996 BML examined library use population more generally. Similarly, though AB among adults (aged 15+) only. Though these data households are more likely to visit than DEs, the are not directly comparable with those showing the latter account for nearly twice as many public library proportion of adults visiting public libraries given in customers. Table 1.2.1b, page 11 (the responses come from two slightly different questions), the figure of just over If the number of visits made is taken into account six-out-of-ten adults visiting public libraries appears a (and the survey looked at this in the two months consistent one, as Table 1.2.1c shows. prior to interview), the importance of certain demographic groups to public libraries becomes clearer. Thus, whereas women represented 42% of the total sample of individuals, they accounted for Trends in adult use of public libraries 1.2.1c 52% of all visits to public libraries in the two month % adults visiting public period (Table 1.2.2a). Those aged 55+ (a quarter library in last 12 months of the population, and of visitors to public libraries) accounted for over a third of visits (Table 1.2.2b), 1994 65 while ABC1s (44% of households), were responsible 1995 61 for 54% of visits (Table 1.2.2c). The 29% of 1996 62 households with children accounted for 40% of visits (1998)* (63) to public libraries (Table 1.2.2d). Base: all adults (aged 15+) Respondents indicated that around 80% of the NB. 1994-1996 data based on question: ‘which, if any, of visits made in the two months prior to interview these facilities have you used a public library in the last involved borrowing books or other items, with the 12 months‘. remainder being for other purposes. The charts 1998 survey asked respondents to ‘tick if has visited a indicate variations between borrowing and non- public library (for any purpose, whether has ticket or not) borrowing visits, showing that the latter were nearly in the last 12 months. all made by adults, with men, those aged 55+, ABs, and households without children accounting for Source: Books & the Consumer 1994-1996 (BML), ex‑ larger shares of non-borrowing visits compared to cept * Household Library Use Survey 1998 (BML). borrowing visits.
Data from CIPFA/LISU estimate that a total of Visitors to public libraries 370 million visits were made to public libraries in 1996‑97, down from 376 million in the previous The 1998 profile of individual and household visitors year, when the data were recorded for the first time. to public libraries matches that of the total GB Applying the BML figures (albeit for 1997‑98) to population quite closely, as Tables 1.2.2a-d illustrate. these, we can estimate, for example, that around This means that, though children are relatively 300m visits involved borrowing, while 70m did not; more likely to have visited public libraries than c190m visits were made by women, compared adults (Table 1.2.1b, page 11), they only represent to around 110m made by men and 70m made by a fifth of visitors, since they account for a fifth of the children, and so on.
1.2.2a Visitors and visits to public libraries, by sex, 1998
36 42 10 11
31 45 10 12
29 52 8 10
27 51 9 12
41 57 2 1
Girls
Base: all visitors in the last 12 months/all visits in last two months Source: Household Library Use Survey 1998 (BML)
12 Perspectives of Public Library Use 2 1.2 Public library use
1.2.2b Visitors and visits to public libraries, by age, 1998
22 25 27 26
22 25 26 25
17 20 26 36
20 19 24 34
2 23 33 43
55+
Base: all visitors in the last 12 months/all visits in last two months Source: Household Library Use Survey 1998 (BML)
1.2.2c Visitors and visits to public libraries, by social grade, 1998
14 30 25 31
15 31 25 28
19 35 23 24
17 35 23 25
29 32 21 18
DE
Base: all visitors in the last 12 months/all visits in last two months Source: Household Library Use Survey 1998 (BML)
1.2.2d Visitors and visits to public libraries, by presence of children, 1998
29 71
33 67
40 60
43 58
30 70
Any child <16
Base: all visitors in the last 12 months/all visits in last two months Source: Household Library Use Survey 1998 (BML) Perspectives of Public Library Use 2 13 1 : PUBLIC LIBRARY STATISTICS Ticket ownership As Fig 1.2.3a illustrates, the general pattern of ticket ownership follows that for propensity to visit, with Between 1989 and 1996, BML’s Books and the women, school-aged children and those aged 17-24 Consumer showed a consistent 56-58% of adults particularly likely to have tickets. Similarly AB social owning tickets for public libraries. The 1998 survey grade households and households with children were showed the trend maintained (bearing in mind the more likely than other groups to be ticket-holders. change in the methodology employed), with 59% of Those in London and East Anglia were most likely to adults (and also 59% of children) claiming ownership hold tickets, and those in the North East least likely of public library tickets. A total of 72% of households (Fig 1.2.3b). held at least one ticket. The charts also show that, amongst individuals, The majority of individuals and households had those aged 17-24 were most likely to have tickets for tickets for their own local authorities only, while 6% of libraries in other authorities (whether as well as or individuals (11% of households) had tickets for public instead of their own local authority). libraries in other authorities as well as their own, and 2% of individuals (1% of households) had tickets for Of the 64% of individuals visiting public libraries in other authorities only. the 12 months prior to interview, 81% were ticket
1.2.3a Ownership of public library tickets in own and other local authorities, by individual, 1998
5 1 3 4 9 9 Own only 1 5 7 13 1 2 8 3 1 1 3 1 % with 2 9 ticket 6 2 4 6 5 4 7 6 7 7 72 66 71 59 67 1 59 52 52 51 52 51 51 47 46 50 40 2 20
All 0-3 Men Girls 4-5 6-8 9-11 65+ Boys 12-14 15-16 17-24 25-34 35-44 45-54 55-64 Women Base: all individuals Source: Household Library Use Survey 1998 (BML)
1.2.3b Ownership of public library tickets, by household, 1998
2 1 1 2 13 1 3 Own only 16 2 2 1 13 1 2 1 10 2 10 2 11 15 7 1 12 12 11 11 11 8 7 10 18 % with 14 ticket 69 74 64 69 66 60 58 63 56 59 57 61 61 58 61 55 51 50
All AB C1 C2 DE London Child 0-5 Any childNo child Southern MidlandsYorkshire Scotland households Child 6-15 East Anglia North EastLancashire Wales/W/SW Base: all households Source: Household Library Use Survey 1998 (BML) 14 Perspectives of Public Library Use 2 1.2 Public library use
1.2.3c Relationship between ticket ownership and visiting public libraries, 1998
Individuals 8% 12% 20% 29% No ticket but visits
6%
7% 66% 52%
Base: all individuals/all households Source: Household Library Use Survey 1998 (BML) holders, while of the 74% of households visiting and children in the population as a whole) in the public libraries, 89% were ticket-owning households. previous 12 months. Looked at the other way around, the data show that, of the 59% of individuals owning tickets, 88% had Other services used in public libraries can be broadly visited a public library in the previous 12 months, defined as those related to borrowing - renewing while of the 72% of households with tickets, 91% had books, using the request service, mobile libraries, visited in the 12 months prior to interview. Fig 1.2.3c etc. - and those not specifically related to borrowing, summarises these relationships in the context of the such as obtaining information, reading newspapers individual and household populations as a whole. and magazines and buying second hand stock.
The proportions of all men, women and children Public library services used borrowing and using related services are illustrated As indicated above (page 12), around 80% of visits by Fig 1.2.4a. Women were more likely than men to to public libraries in the two months prior to interview do each of the activities shown, and at least twice as involved borrowing. Indeed, borrowing books likely as men to have renewed by phone and to have and other items was – not surprisingly - the most requested/reserved books. Borrowing habits are commonly used library service, carried out by 64% of examined in more detail below. visiting men, and 80% of visiting women and children Fig 1.2.4b compares use of services not specifically (equating to 36% of men and around 55% of women related to borrowing, with men as likely as women to have read newspapers and magazines provided in 1.2.4a Use of borrowing-related services in public libraries, 1998
Men % of all in population
Borrow Use mobile service Renew in person Renew by phone Use computerisedcatalogue Use housebound Use request service
Base: all individuals Source: Household Library Use Survey 1998 (BML)
Perspectives of Public Library Use 2 15 1 : PUBLIC LIBRARY STATISTICS
1.2.4b Use of other services (not borrowing-related) in public libraries, 1998
Men % of all in population
Use fax
Obtain general meeting Use space forObtain careers informationUse photocopier for workAttend exhibition/ study/work information Read magazinesnewspapers/Obtain information Buy 2nd hand stockinformation Use Internet/e-mail Obtain local community
Base: all individuals Source: Household Library Use Survey 1998 (BML)
a public library and to have used the library to obtain with one in seven saying they used other (i.e. school) information related to work, while women were more libraries instead of public ones (Table 1.2.5a). than twice as likely as men to have bought second hand stock. Children were less likely than adults to As the Table also indicates, very few adults or have used all of the services except for using the children did not visit because of inconvenient library as a place to study/work. Overall, 57% of opening hours, because they were unable to get men who had visited public libraries in the 12 months to a library, or because the library did not offer the prior to interview, compared to 64% of visiting services required. women and 23% of visiting children, had used one of the non-borrowing-related services shown (equating Table 1.2.5b shows that those not visiting public to 32% of men, 42% of women and 18% of children libraries but owning tickets were relatively more likely in the population as a whole). to mention lack of reason and lack of time to visit than those without tickets, and relatively less likely to mention lack of interest in either the services offered Reasons for not visiting public libraries by libraries or in books and reading more generally. The 37% of adults who had not visited a public Non-visitor ticket holders were also more likely than library in the 12 months prior to interview tended average to say that they used other libraries or to say that this was because they lacked any need information sources (e.g. the Internet) instead, that or reason to do so (mentioned by 44%), while a they found the opening hours inconvenient or that quarter said they were too busy, or had no time, the library did not offer the services required. and a fifth said they bought all the books and audio- visual items they needed instead. One in six of non-visiting adults said they had no interest in books and reading. Among the 31% of children not visiting public libraries, the commonest reason given for this was that they were too young (mentioned by 30%),
16 Perspectives of Public Library Use 2 1.2 Public library use
1.2.5a Reasons for not visiting public library: adults and children, 1998
All non-visitors Adults Children No need/reason to 39 44 19 Too busy/no time 22 26 5 Buy books/audio-visual instead 17 20 13 Not interested in books/reading 14 17 3 Borrow from friends, family, etc 12 14 5 Not interested in any of services 8 9 3 Too young/others borrow on behalf 6 1 30 Use other libraries instead 5 3 14 Get info from elsewhere (eg Internet) 5 5 3 Not well/housebound/don’t get out 4 5 2 Opening hours inconvenient 4 4 3 No public library convenient to get to 3 3 1 Doesn’t have services required 2 2 1 Other 4 3 4 Any reason given 88 90 82
Base: All individuals not visiting public library in last 12 months Source: Household Library Use Survey 1998 (BML)
1.2.5b Reasons for not visiting public library: those with and without tickets, 1998
All non-visitors With tickets Without tickets No need/reason to 39 43 38 Too busy/no time 22 31 20 Buy books/audio-visual instead 17 20 19 Not interested in books/reading 14 8 15 Borrow from friends, family, etc 12 10 12 Not interested in any of services 8 1 10 Too young/others borrow on behalf 6 1 7 Use other libraries instead 5 10 4 Get info from elsewhere (eg Internet) 5 9 4 Not well/housebound/don’t get out 4 5 4 Opening hours inconvenient 4 8 3 No public library convenient to get to 3 3 2 Doesn’t have services required 2 6 1 Other 4 3 2 Any reason given 88 93 87
Base: All individuals not visiting public library in last 12 months Source: Household Library Use Survey 1998 (BML)
Perspectives of Public Library Use 2 17 1 : PUBLIC LIBRARY STATISTICS
1.3 Borrowing habits and related services Categories borrowed to use libraries (as indicated in Figs 1.2.1a, page 11, and 1.2.3b, page 14), since C2s were at least as It was indicated above (page 15) that just over a third likely as ABs to have borrowed children’s fiction and of men, and just over half of women and children had non-fiction, as well as music and videos. borrowed books or other items in the 12 months prior to interview (equating to 47% of individuals overall). Books or other items had been borrowed by 60% of Categories issued and on loan all households. The categories borrowed by these The data above indicate how many people borrow three groups in the 12 month period are shown in books and other items from public libraries in various Fig 1.3.1a. categories. Figures from CIPFA/LISU show changes in the number of issues of books and audio‑visual Women were more likely than men to borrow in items, and also in the number of items on loan at any each of the book categories, reflecting their greater one time. propensity for borrowing more generally, though the gap between the two genders was narrower for adult Table 1.3.2a highlights the decrease in issues of non-fiction than for adult fiction. Men were as likely books (particularly adult fiction) between 1986/87 as women to have borrowed music or spoken word and 1996/97, in contrast to an increase in issues items, while children were more likely than either of audio‑visual items, driven mainly by growth in men or women to have borrowed videos and spoken issues of videos (and reflecting increased levels of word. provision in this sector). The figures showing volume of materials on loan at the end of March in each year There were significant variations in the proportion of present a similar set of trends (Table 1.3.2b). households borrowing each category among those with different social grades, as Fig 1.3.1b illustrates. Fig 1.3.2c illustrates the changing profile of book Not all of these followed the more general pattern of issues between 1986/87 and 1996/97. AB and C1 households showing a greater propensity
1.3.1a Categories borrowed from public libraries by men, women and children, 1998
Men
% of all in population
AF = adult fiction ANF = adult non-fiction CF = children’s fiction CNF = children’s non-fiction Children borrowing large print is assumed to be borrowing of books for very young children rather than books aimed at those with deteriorating sight Base: all individuals. Source: Household Library Use Survey 1998 (BML)
18 Perspectives of Public Library Use 2 1.3 Borrowing habits and related services
1.3.1b Categories borrowed from public libraries, by household social grade, 1998
AB
% of all in population
AF = adult fiction ANF = adult non-fiction CF = children’s fiction CNF = children’s non-fiction Base: 1006 households Source: Household Library Use Survey 1998 (BML)
1.3.2a Public library issues
1986/87 1988/89 1990/91 1992/93 1994/95 1996/97 % change (m) (m) (m) (m) (m) (m) 1987-97 Adult fiction 368 341 326 314 289 261 - 29 Adult non-fiction 143 133 129 136 133 127 - 12 Children’s 112 109 105 112 112 111 - 1 Total books 624 584 559 562 535 501 - 20 Talking books na na na na na 13 na Music na na na na na 13 na Total audio na na na 25 25 26 na Video na na na 5 8 10 na Total audio-visual* 19 25 28 31 34 37 + 91
TOTAL 643 609 587 593 569 538 - 16
* 1996/97 figures represent total of audio, video and CD-Rom issues only. Previous years include other non-book issues. Source: CIPFA/LISU
1.3.2b Books on loan from public libraries (end of March in each year)
1987 1989 1991 1993 1995 1997 % change (m) (m) (m) (m) (m) (m) 1987-97 Adult fiction 18.4 17.9 17.4 16.2 14.8 13.6 - 26 Adult non-fiction 10.3 9.9 9.9 9.9 9.5 8.9 - 14 Children’s 7.8 7.8 8.0 7.8 7.9 7.9 + 4 Total books 36.4 35.6 35.3 33.9 32.1 30.4 - 17 Total audio-visual 1.1 1.3 1.5 1.6 1.8 1.9 + 77
TOTAL 37.5 36.9 36.8 35.5 33.9 32.4 - 14 Source: CIPFA/LISU
Perspectives of Public Library Use 2 19 1 : PUBLIC LIBRARY STATISTICS
1.3.2c Changes in public library issues
Adult fiction
1996/97 figure for audio-visual represents total of audio, video and CD-Rom issues only. Prior years include other non-book issues Source: CIPFA/LISU
In general, the changing patterns of issues overseas and materials on loan are in line with those for expenditure, stock levels and additions to stock, as Data in Tables 1.1.6a & b compared indicators Table 1.3.2d illustrates. For example, expenditure, of library resources among countries in Europe, additions to stock and issues of books have each taken from the UNESCO Handbook, whilst making fallen by around 20% overall between 1986/87 and reference to the difficulties of comparing data that 1996/97. It remains open to question whether the may be affected by the different circumstances, fall in expenditure simply reflects a drop in demand, definitions and means of measurement used in each or whether decreasing issues are a symptom of country. the decreasing additions to stock caused by the Similarly, the UNESCO Handbook provides cut in spending on books. Either way, looked at in information on the scope of book issues in various more detail, the figures show that the rate of decline countries, and of the position of these relative to in issues of fiction has exceeded the decrease in the UK. Table 1.3.3 shows European countries with stocks and additions to stock, while issues of non- at least 10 million loans and, where available, the fiction have not fallen as fast as have stock levels number of loans per registered user. The year to and additions to stock. which the data apply is also shown. The figures indicate that the 534m loans made in the UK in 1995 UK public library issues compared to were more than any of the other European countries for which data are available, though its ratio of loans per registered user was one of the lowest, at 16 items, compared to 53 items per registered user in Italy, and 43 in the Netherlands.
1.3.2d Summary of changes in public libraries expenditure, stock & issues 1996-97 over 1986-87
Expenditure Additions Books on (at 1996 Prices) Stock to Stock Issues Loan Adult fiction na - 14 - 24 - 29 - 26 Adult non-fiction na - 19 - 26 - 12 - 14 Children’s na + 4 ‑ 11 ‑ 1 + 2 Total books - 20 ‑ 12 ‑ 21 ‑ 20 ‑ 17 Total audio-visual + 127 + 51 + 64 + 91 + 77
Source: CIPFA/LISU
20 Perspectives of Public Library Use 2 1.3 Borrowing habits and related services
1.3.3 Public library issues: Europe Loan allowance and issue period The number of items which users are allowed to Loans to Loans/ borrow from public libraries at any one time has Country Year users registered increased significantly in recent years, as illustrated (000s) user by Fig 1.3.4. In 1986/87 around 70% of authorities UK 1995 534,642 16 allowed people to take out six items or less at any Ukraine (1) 1995 407,937 20 one time. This compares to approximately half of Italy 1990 356,516 53 authorities in 1991/92 and a quarter in 1996/97, Netherlands 1990 185,724 43 when the average number of loans allowed was Poland 1995 157,381 na nine. The figures do conceal some variation within France (2) 1995 140,000 22 authorities where, for example, allowances differ Finland 1993 96,400 40 depending on whether or not a service point is Sweden 1995 70,355 na computerised, and in some cases between different Belgium 1990 48,345 28 types of borrower and types of item borrowed. Georgia 1995 48,310 20 Hungary (1) 1995 40,119 26 In contrast to the figures showing books allowed on Slovakia 1995 25,899 34 loan, the issue period has been very stable over the Spain 1994 19,842 4 period, with the vast majority of authorities issuing Norway 1995 19,504 na items for three or four week periods. Austria 1995 16,957 16 F. R. Yugoslavia (3) 1995 12,273 2
(1) Libraries financed by public authorities only (2) Municipal libraries only, and includes libraries in overseas departments (3) Independent libraries and those incorporated in enterprises only Source: UNESCO Handbook
1.3.4 Maximum books allowed on loan in public libraries
3 or 4
Source: CIPFA/LISU
Perspectives of Public Library Use 2 21 1 : PUBLIC LIBRARY STATISTICS Frequency and weight of borrowing By combining the data collected via the Books on the Consumer survey on frequency of book borrowing Data collected by BML’s Books & the Consumer and on the number of books borrowed per visit in the survey between 1989 and 1996 examined the 12 months prior to interview, BML has been able to related questions of frequency of borrowing books segment adult borrowers into different user groups in and the number of books borrowed per visit by order to highlight key customers of libraries in terms adults, and showed a consistent pattern for both. of the volume of issues that they account for (see Given that issues of adult books actually declined Heavy Book Borrowers, BML 1996). over the equivalent period (as shown in Table 1.3.2a, page 9), we must conclude that the survey was not BML undertook a similar analysis of the data sufficiently sensitive to monitor the gradual downturn collected from the 1998 Household Library Use in books borrowed. Survey, though based on borrowing in the 2 months prior to interviewing, but taking into account However, the broad patterns for these two variables borrowing by children as well as adults, and looking remain informative, and are illustrated by Fig 1.3.5a at borrowing of audio-visual items as well as books. and 1.3.5b. This analysis showed that men, who represented 36% of the sample population, and 27% of Frequency of borrowing books, 1996 1.3.5a borrowers, accounted for only 23% of books borrowed in the 2 month period, but 34% of Once a audio‑visual items (Fig 1.3.5c). The 26% of the Never week or sample population aged 55+ accounted for 31% of 7% more 11% books borrowed, compared to 23% of audio-visual Less often items, with 15-34s and 35-54s relatively more 14% About once important to the latter, as Fig 1.3.5d indicates. In a fortnight Fig 1.3.5e, the importance of C1 households to the 15% borrowing of books, and particularly audio-visual 2 or 3 times items, is shown. a year 14%
Weight of borrowing, by sex, 1998 About once 1.3.5c a month About once 23% every 2-3 34 47 9 8 months 16% 23 52 10 12
Base: all adults (aged 15+) with ticket for a public library 27 47 11 13 Source: Books and the Consumer 1996 (BML) 36 42 10 11
Number of books borrowed 1.3.5b per visit, 1996 Girls 6+ books 7%
5-6 books 15% 1-2 books 36% 1.3.5d Weight of borrowing, by age, 1998
17 26 33 23
23 18 26 31
24 24 24 26
3-4 books 22 25 27 42% 26
Base: all adults (aged 15+) borrowing books at least 2-3 55+ times in the last 12 months Source: Books and the Consumer 1996 (BML)
22 Perspectives of Public Library Use 2 1.3 Borrowing habits and related services
Weight of borrowing, Book genres borrowed 1.3.5e by social grade, 1998 While the 1998 Household Library Use Survey examined the main categories of books borrowed 5 40 25 31 (adult and children’s fiction and non-fiction), it did not break these down into more detailed genres. 14 37 25 24 Between 1994 and 1996, however, Books and the Consumer did examine adult borrowing of individual 15 34 24 27 genres. In the latter year the survey found that 14 30 25 31 around half of those borrowing fiction had borrowed crime/thriller/detective stories, over a third had borrowed historical novels/historical romance, and over a quarter borrowed romance/love stories. DE Respondents were also asked which single genre they had borrowed most often in the 12 months prior Base for Figs 1.3.5c, d & e: All borrowing books/other to interview, with over half mentioning one of these items in last 12 months/all items borrowed in last two three genres (Table 1.3.6a). months Source: Household Library Use Survey 1998 (BML)
1.3.6a Fiction genres borrowed, 1996
An alternative method of segmenting library Borrowed Borrowed customers, in terms of volume of items borrowed, is at all most often in by frequency of borrowing. Fig 1.3.5f shows that, in last 12m last 12m when this is done, we find that the 10% of borrowing % % individuals who had borrowed at least 8 times in Crime/thriller/detective stories 49 26 the 2 months prior to interview (i.e. roughly once Historical novels/romance 35 13 a week), accounted for 27% of books, and 43% of Romance/love stories 28 15 audio-visual items, borrowed in that period. The War/adventure stories 20 6 36% of borrowers borrowing at least 4 times in the 20th C novels 19 6 two month period (roughly once a fortnight or more), Short stories 18 2 accounted for 63% of books and 75% of audio-visual Sci-fi/fantasy 16 5 items borrowed. Classics/literature 16 4 Horror/occult 14 4 Other* 38 9 Don’t know 6 10 Weight of borrowing, by frequency of 1.3.5f borrowing visit, 1998 * e.g. humour, poetry, plays, westerns: all borrowed at all by 10% or less, and borrowed most often by 1% or less Base: all adults borrowing fiction for self in last 12 months
43 32 25 Source: Books & the Consumer 1996 (BML )
27 36 37
10 26 64
1-3 visits/2 months
Base: All individuals borrowing/all items borrowed in last two months Source: Household Library Use Survey 1998 (BML)
Perspectives of Public Library Use 2 23 1 : PUBLIC LIBRARY STATISTICS
Table 1.3.6b provides equivalent figures for non- main adult fiction and non-fiction genres, in 1996/97 fiction/reference genres: over a third who borrowed compared to 1988/89. If these data are applied to non-fiction/reference at all had taken out how-to-do the LISU figures for total loans in each year, it is reference manuals, over a quarter had borrowed possible to roughly estimate the actual volume of biographies, and a fifth history. These three genres books issued in each category, to see which genres together accounted for 38% of genres borrowed have contributed most to the overall decline in issues most often. over the period.
Thus, while the volume of issues of some genres 1.3.6b Non-fiction/reference genres (e.g. general fiction, health and literature, as well borrowed, 1996 as the children’s categories) appears to have been maintained over the period, most genres have Borrowed Borrowed shown decreasing issues, with borrowing of titles at all most often in categorised as light romance showing the most in last 12m last 12m significant decline. % % How-to-do/manuals/tutors 32 17 Auto/biography 27 13 History 21 8 1.3.6c PLR registered loans by category Travel 19 4 True-life stories 15 4 1988/89 1996/97 Foreign travel maps/guides 14 3 % million % million War/military history 13 5 General fiction 17.8 104 21.0 105 Food/drink 12 3 Mystery/detection 12.8 75 12.8 64 Other practical reference# 12 4 Light romance 14.1 82 10.4 52 Sport 10 5 Historical 3.5 20 3.1 16 Science/technology 10 4 War 1.8 11 1.2 6 Social science 9 4 Westerns 1.2 7 0.7 4 Other* 35 16 Horror 0.7 4 0.5 3 Don’t know 7 10 Humour 0.7 4 0.3 2 # e.g. child care, collector’s guides Short stories 0.5 3 0.3 2 * e.g. economics, current affairs, UK travel maps/guides: Science fiction 0.8 5 0.1 1 all borrowed at all by 7% or less, and borrowed most Total adult fiction 53.9 315 50.4 253 often 3% or less Domestic/leisure 4.7 27 4.2 21 Base: all adults borrowing non-fiction/reference for self in History 3.5 20 2.7 14 last 12 months Biography 2.6 15 2.6 13 Source: Books & the Consumer 1996 (BML ) Travel/foreign countries 2.9 17 2.6 13 Social sciences 2.5 15 2.2 11 Health 1.7 10 1.9 10 Data produced by Public Lending Right (PLR) have Science/technology 1.3 8 1.1 6 tracked the relative popularity of various genres, in Nature/country life 1.5 9 1.1 6 the context of all books borrowed (i.e. taking into The arts 1.2 7 1.0 5 account the volume of issues within each genre, Literature 0.9 5 0.8 5 as well as the numbers borrowing them). The PLR Religion 0.9 5 0.9 4 figures are in fact based on loans of those titles Humour 0.7 4 0.2 1 registered with the PLR scheme (which is primarily Total adult non-fiction 24.4 142 21.3 107 designed to allocate royalties to authors based on annual library issues), which represents around 44% Children’s fiction 17.5 102 22.3 110 of all UK book loans. Children’s non-fiction 4.2 25 6.0 32 The split between the main categories covered by TOTAL 100.0 584 100.0 501 the PLR data (adult fiction, adult non-fiction and children’s), does not match exactly that produced by NB. Equivalent figures for 1997/98 were available at the time of going to press, and showed a further decrease in LISU for all UK libraries (Table 1.3.2a, page 19), with the share of loans taken by adult non-fiction, with adult the PLR figures showing a slightly higher proportion fiction making slight gains. However, they are not includ‑ of children’s books loaned than LISU, at the ed in this table because the equivalent LISU data for total expense of adult non-fiction. Bearing this in mind, issues were not yet available Table 1.3.6c shows the proportion of PLR registered Source: BML analysis of data published in the Report on loans accounted for by these categories, and by the the Public Lending Right Scheme 1996/97 (PLR, 1998)
24 Perspectives of Public Library Use 2 1.3 Borrowing habits and related services Authors and titles borrowed As well as producing data on genres borrowed, the made the greatest leap in relative popularity, and PLR scheme also records annual issues of individual Ellis Peters dropped the greatest number of places. authors and titles (whether or not they are registered with the scheme), to provide an even more detailed The top three authors accounted for 18 out of the indication of borrowing tastes. top 20 titles borrowed in 1997/98, with Catherine Cookson taking 12 of these in both 1996/97 and Table 1.3.7a shows the order of popularity of the 1997/98, though as Table 1.3.7b shows, there were top 20 adult fiction authors in 1997/98, with their fluctuations in the relative popularity of her titles. equivalent 1996/97 positions in brackets. The top three were the same in each year, while Emma Blair Two authors – Lucy Daniels and Jacqueline Wilson - entered the top 20 children’s fiction authors borrowed
Most borrowed adult fiction authors 1997-98 (in loans order, 1.3.7a 1996-97 position in brackets)
1 (1) Catherine Cookson 11 (10) Virginia Andrews 2 (2) Danielle Steele 12 (12) Dean R Koontz 3 (3) Dick Francis 13 (15) Rosamund Pilcher 4 (7) Josephine Cox 14 (20) Maeve Binchy 5 (4) Ruth Rendell 15 (-) Harry Bowling 6 (6) Jack Higgins 16 (-) Audrey Howard 7 (5) Agatha Christie 17 (14) Bernard Cornwell 8 (19) Emma Blair 18 (9) Ellis Peters 9 (8) Terry Pratchett 19 (11) Wilbur Smith 10 (13) Barbara Taylor Bradford 20 (-) Mary Higgins Clark
Authors dropping out of top 20 in 1997/98 were Elizabeth Ferrars (16), Stephen King (17) and Ed McBain (18) Source: PLR 1999
1.3.7b Most borrowed adult fiction titles, 1997-98 (in loans order, 1996-97 position in brackets)
1 (1) Catherine Cookson A Ruthless Need 1995 Bantam Press 2 (4) Catherine Cookson The Obsession 1995 Bantam Press 3 (-) Catherine Cookson The Bonny Dawn 1996 Bantam Press 4 (18) Catherine Cookson The Branded Man 1996 Bantam Press 5 (-) Catherine Cookson The Bondage of Love 1997 Bantam Press 6 (3) Catherine Cookson The Year of the Virgins 1993 Bantam Press 7 (2) Catherine Cookson Justice is a Woman 1994 Bantam Press 8 (5) Catherine Cookson The Upstart 1996 Bantam Press 9 (16) Danielle Steel Malice 1996 Bantam Press 10 (-) Dick Francis To the Hilt 1996 Michael Joseph 11 (9) Dick Francis Come to Grief 1995 Michael Joseph 12 (6) Catherine Cookson The Tinker’s Girl 1994 Bantam Press 13 (12) Catherine Cookson My Beloved Son 1991 Bantam Press 14 (-) Danielle Steel Silent Honour 1997 Bantam Press 15 (10) Catherine Cookson The Golden Straw 1993 Bantam Press 16 (17) Danielle Steel Lightning 1995 Bantam Press 17 (-) Danielle Steel Five Days in Paris 1995 Bantam Press 18 (-) Maeve Binchy Evening Class 1996 Orion 19 (-) Catherine Cookson The Desert Crop 1997 Bantam Press 20 (-) Barbara Taylor Bradford Her Own Rules 1996 HarperCollins
Source: PLR 1999
Perspectives of Public Library Use 2 25 1 : PUBLIC LIBRARY STATISTICS
Most borrowed children’s fiction authors 1997-98 (in loans order, 1.3.7c 1996-97 position in brackets)
1 (1) R L Stine 11 (10) Shirley Hughes 2 (2) Janet & Allan Ahlberg 12 (11) Martin Waddell 3 (4) Ann M Martin 13 (16) Nick Butterworth 4 (3) Roald Dahl 14 (-) Lucy Daniels 5 (5) Enid Blyton 15 (14) Tony Bradman 6 (6) Dick King-Smith 16 (-) Jacqueline Wilson 7 (9) John Cunliffe 17 (20) Jill Murphy 8 (7) Goscinny 18 (12) Kate William 9 (13) Mick Inkpen 19 (19) David McKee 10 (8) Eric Hill 20 (17) Colin & Jacqui Hawkins
Authors dropping out of top 20 in 1997/98 were Jamie Suzanne (15) and Rev W Awdry (18) Source: PLR 1999
in 1997/98, while the top six remained the same The top 20 adult and children’s non-fiction titles (though Ann M Martin and Roald Dahl swapped third borrowed in 1997/98 are listed in loans order in and fourth places), (Table 1.3.7c). Table 1.3.7e. Ten of the top 20 in 1997/98 were children’s titles, eight of which were from Terry The leading author, R L Stine, accounted for 15 of Deary’s Horrible Histories series (all new-entries in the top 20 most borrowed children’s fiction titles that year). in 1997/98, compared to six in the previous year (Table 1.3.7d). Roald Dahl took four of the top 20 in 1997/98, with Jill Murphy taking the remaining title.
Most borrowed children’s fiction titles 1997-98 (in loans order, 1.3.7d 1996-97 position in brackets)
1 (-) R L Stine Ghost Beach 1996 Hippo 2 (6) R L Stine Scarecrow Walks at Midnight 1995 Hippo 3 (1) Jill Murphy A Quiet Night In 1993 Walker 4 (-) R L Stine A Night in Terror Tower 1996 Hippo 5 (-) R L Stine It Came from Beneath the Sink!! 1996 Hippo 6 (-) R L Stine My Hairiest Adventure 1996 Hippo 7 (-) R L Stine The Cuckoo Clock of Doom 1996 Hippo 8 (19) R L Stine One Day at Horrorland 1994 Hippo 9 (9) R L Stine Return of the Mummy 1995 Hippo 10 (-) R L Stine Night of the Living Dummy II 1996 Hippo 11 (14) R L Stine Deep Trouble 1995 Hippo 12 (-) R L Stine A Shocker on Shock Street 1996 Hippo 13 (-) Roald Dahl (illus. Blake) The Witches 1985 Puffin 14 (11) Roald Dahl (illus. Blake) The BFG 1984 Puffin 15 (-) R L Stine Monster Blood II 1995 Hippo 16 (16) R L Stine Go Eat Worms 1995 Hippo 17 (4) Roald Dahl (illus. Blake) Esio Trot 1990 Cape 18 (-) R L Stine The Barking Ghost 1996 Hippo 19 (18) Roald Dahl (illus. Blake) The Twits 1982 Puffin 20 (15) R L Stine Why I’m Afraid of Bees 1995 Hippo
Source: PLR 1999
26 Perspectives of Public Library Use 2 1.3 Borrowing habits and related services
Most borrowed non-fiction titles 1997-98 (in loans order, 1.3.7e 1996-97 position in brackets)
1 (1) Andy McNab Immediate Action 1995 Bantam 2 (7) Driving Standards Agency The Complete Theory Test 1996 HMSO 3 (12) George Hart (C) Eyewitness Guide: Ancient Egypt 1990 Dorling Kindersley 4 (2) Delia Smith Delia Smith’s Winter Collection 1995 BBC Books 5 (13) Miriam Stoppard Menopause 1994 Dorling Kindersley 6 (-) Terry Deary (C) The Groovy Greeks 1996 Hippo 7 (3) Jung Chang Wild Swans: Three Daughters of China 1991 HarperCollins 8 (-) Terry Deary (C) Cruel Kings & Mean Queens 1995 Andre Deutsch 9 (-) Terry Deary (C) The Slimy Stuarts 1996 Hippo 10 (4) Simon James (C) Eyewitness Guide: Ancient Rome 1990 Dorling Kindersley 11 (-) Terry Deary (C) Dark Knights & Dingy Castles 1997 Scholastic 12 (-) Terry Deary (C) The Measly Middle Ages 1996 Hippo 13 (-) Andrew Morton Diana: Her True Story 1992 O’Mara 14 (6) Stephen Hawking A Brief History of Time 1988 Bantam 15 (-) Terry Deary (C) The 20th Century 1996 Andre Deutsch 16 (-) Andy Rathbone Windows 95 for Dummies 1995 IDG Books 17 (-) Terry Deary et al (C) The Awesome Egyptians 1993 Scholastic 18 (-) Andrew Morton Diana: Her New Life 1994 O’Mara 19 (-) Terry Burrows at al The Internet 1996 Dorling Kindersley 20 (-) Terry Deary (C) The Blitzed Brits 1994 Hippo
(C) = children’s titles Source: PLR 1999
PLR also shows changes in the relative popularity Requests and inter-library loans of classic authors, though as Table 1.3.7f indicates, there were only small shifts between 1996/97 and One of the key services offered by public libraries, 1997/98, while two authors – C S Forester and to enhance lending of books and other materials, is Wilkie Collins – were new entrants in the list. the request service. Customers can reserve items
Most borrowed classic fiction authors 1997-98 1.3.7f (in loans order, 1996-97 position in brackets)
1 (1) Beatrix Potter 11 (12) George Orwell 2 (2) Daphne Du Maurier 12 (11) Rudyard Kipling 3 (4) A A Milne 13 (13) D H Lawrence 4 (3) Jane Austen 14 (14) Arthur Conan Doyle 5 (5) William Shakespeare 15 (16) Louisa M Alcott 6 (8) J R R Tolkien 16 (15) George Eliot 7 (7) Charles Dickens 17 (19) Virginia Woolf 8 (6) Thomas Hardy 18 (18) John Buchan 9 (9) Anthony Trollope 19 (-) C S Forester 10 (10) E M Forster 20 (-) Wilkie Collins
Authors dropping out of top 20 in 1997/98 were Charlotte Bronte (17) and W Somerset Maugham (20) Source: PLR 1999
Perspectives of Public Library Use 2 27 1 : PUBLIC LIBRARY STATISTICS already on loan to other users, or request new titles not yet in the library, or which are stocked by other libraries in the UK, while 288,000 were supplied. libraries. Both have seen increases in recent years, with ILLs In total, some 8.7 million requests were satisfied by received increasing by 17%, and ILLs supplied up public libraries in the UK in 1996/97, a figure which 6%, between 1986/87 and 1996/97. represented a slight decrease from its peak of 8.9 million in 1994/95 (Table 1.3.8a). Since 1990/91, when requests were first monitored fully, they have increased as a proportion of all issues of books and other materials, from 1.41% to 1.62%.
As indicated in Table 1.3.8b, just one strand of the request service is the provision of materials borrowed from other libraries. In 1996/97, 471,000 inter-library loans (ILLs) were received by public
1.3.8a Requests satisfied by public libraries
Requests Requests as % of (million) total issues 1990/91 8.26 1.41 1992/93 8.79 1.48 1994/95 8.90 1.56 1996/97 8.69 1.62
Source: CIPFA/LISU
1.3.8b Number of inter-library loans
% change 1986/87 1988/89 1990/91 1992/93 1994/95 1996/97 1987-97 Issued 247 237 244 257 242 288 + 17 Received 445 443 460 461 451 471 + 6
Source: CIPFA/LISU
28 Perspectives of Public Library Use 2 2.1 User consultation
National perspectives on public library use 2
Perspectives of Public Library Use 2 29 2 : NATIONAL PERSPECTIVES ON PUBLIC LIBRARY USE
2.1 User consultation
Elizabeth Barron
Extract from a dissertation for an MA degree. The dissertation recommended to Nottinghamshire Public Libraries an appropriate methodology of user consultation. The section reported here is a national survey of public library authority user consultation methods.
MA dissertation: User consultation: an evaluation of the different methods used by public library services to give users real choice and influence over the shaping of their services 1996. Loughborough University, Department of Information Science, supervised by Anne Morris. A paper deriving from the dissertation was published in Library Management (Morris).
Aims and methodology Complaints books The aim of the survey was to find out which user The 90% of authorities using comments/complaints/ consultation methods library authorities were using, suggestions forms or books were asked to what and to what levels of effectiveness. extent the method was effective. The responses are depicted in Fig 2.1.2. A postal questionnaire was sent to all UK public library authorities (except Nottinghamshire), The effectiveness of comments and following pilot testing with four authorities. Of the 2.1.2 complaints books 182 authorities mailed, 134 (74%) completed and returned the questionnaire. 3% 7% 26% Overview of responses Table 2.1.1 shows the numbers and percentages of authorities which reported using the various user consultation methods. The most common were comments/complaints books (used by 90% of authorities), user satisfaction surveys (81%), and staff feedback (81%). 64%
The number of authorities conducting 2.1.1 each method of user consultation
Method No. % Comments/complaints etc. 121 90 Twenty-six per cent felt the method was ‘very User satisfaction surveys 108 81 effective’, and a further 64% ‘quite effective’. Staff feedback channels 108 81 Amongst factors detracting from effectiveness Surveys on particular aspects 76 57 were: the amount of ‘nonsense’ recorded; ‘copycat’ Citizen’s charters 76 57 behaviour by users (in repeating comments already User consultative meetings etc. 52 39 made in the complaints book); and the difficulty of Non‑user surveys 37 28 siting complaints books strategically. Friends/user groups 32 24 Focus groups 32 24 User satisfaction surveys Lapsed user surveys 29 22 New member surveys 9 7 Respondents were asked: Does your authority conduct user satisfaction surveys? Eighty-one per cent reported having used them. Fig 2.1.3 depicts responses to a further question about their effectiveness. Of those authorities using surveys, 20% found them ‘very effective’. Several were using the CIPFA PLUS survey, and others were carrying out fairly systematic surveys of customer
30 Perspectives of Public Library Use 2 2.1 User consultation opinion as part of quality inspections. Amongst the Aspects of library services targeted by 76% reporting user satisfaction surveys as ‘quite 2.1.4 surveys effective’, the factors limiting effectiveness included infrequency of surveys, small samples, low response Method No. rates, users’ inclination to favour the existing Audio visual services 18 situation, the low level of resources for following Children and teenagers 17 up surveys, and public aversion to completing Mobile library 15 questionnaires (especially amongst the young). Also Housebound 14 mentioned were the tendency of users to express Opening hours 14 satisfaction to please library staff, and the high levels Information services 11 of satisfaction resulting from low expectations. Stock satisfaction 10 Old people and residential homes 7 Branch/central libraries 6 IT including: Internet, CD-ROM and OPACs 4 The effectiveness of user satisfaction 2.1.3 surveys Local studies 4 Ethnic minority groups 3 1% 3% People attending events 3 20% Large print 2 Request services 1 Publicity material 1 Budget cuts 1 Library layout 1 Library refurbishment 1 Subject enquiry services 1 Blind and disabled users 1 76% Students and researchers 1 Job‑seekers 1 Access 1
Staff feedback Respondents were also asked: Have you carried Eighty-one per cent of respondents had reported out user satisfaction surveys on a particular aspect/ using staff feedback methods. Staff meetings aspects – e.g. use of CD-ROMs, housebound were the most commonly mentioned form of provision? In all, 57% of authorities reported surveys communication, but others included ‘talk-back’ or of this type. Table 2.1.4 lists the many different ‘public service’ forums, staff awareness training aspects of service which had been investigated. days, senior management visibility visits, and ‘quality standards’ and ‘customer care’ groups. Surveys of non-users and lapsed users Non-verbal methods included staff suggestion Thirty-seven respondents (28%) had reported schemes, comments and complaints forms, staff carrying out non-user surveys, and 29 (22%) lapsed contributions to annual service plans and reviews, user surveys. Comments on the effectiveness staff current awareness bulletins, and invitations for of non-user surveys were mixed. The positive staff to comment on research findings. feedback - from a majority of respondents - concentrated mainly on the value of these surveys in marketing terms. But other respondents suggested Citizens’ charters that the results were not very useful if judged against Over half (57%) of respondents had service charters the amount of time and money invested in them. or similar statements of commitment to users. Of the 43% who did not, half said that one was under Comments on lapsed user surveys were similarly development. Authorities who had a scheme were mixed. Negative experiences were limited success asked: Have your users responded to it? Of 76 due to poor response factors and only confirmed authorities, 37% said ‘yes’ to this, and 43% ‘no’ - with what we already suspected. Others reported good 20% making no response. But the couple of positive response rates and useful feedback. Amongst the comments on this theme - has generally roused comments were: lapsed user surveys produce better expectations and has been very useful in addressing feedback than non-user surveys and have the side complaints/setting goals and targets - were greatly benefit of prompting users to re-join; and the surveys outweighed by a number of more circumspect give slightly different viewpoints on perceptions comments suggesting limited effectiveness. of service...useful in supporting marketing and for considering changes to service. Perspectives of Public Library Use 2 31 2 : NATIONAL PERSPECTIVES ON PUBLIC LIBRARY USE User consultative meetings responses, and ‘undermine statutory funding’ four responses. Amongst the negative comments on this Thirty nine per cent of all respondents reported using theme were: can be labour-intensive; have become user consultative meetings. The main point to be difficult to deal with; the relationship was fraught; drawn from the accompanying comments was - the danger of the groups becoming too prescriptive; more specific the agenda, the more effective were short term high profile; folded due to lack of interest; the meetings. Specific agendas instanced were: danger of reliance on one or two members; generally Sunday opening; special needs; budget reductions; not representative. library closures; new building projects; and other service developments. One authority commented In addition to the groups mentioned above, the use that such meetings can be effective if an appropriate of focus groups was reported by 32 authorities (24% response is given in action - members must be of all respondents). Most of the authorities with able to feel they have power to influence service experience of them had favourable comments to provision. make. Only a few noted limited effectiveness, for much the same reasons as those given above in Only 24% of respondents reported running ‘friends relation to other user groups. of the library’ or user groups. Activities of such groups were reported as: organising book sales Some examples were given of the contexts for using (9 of 32 respondents); organising other events focus groups: a group of teenagers brought together (18); participating in management meetings (6); to help choose stock for their age group; people with fundraising (15); and other activities (19). Librarians’ disabilities asked about access; South Asian and comments on such groups included the positive Chinese communities consulted about their library and the negative. Amongst the positive were: a needs; young people quizzed on their perceptions real asset in fund-raising; can be very useful when of the service; and users asked to define spending cut-backs are being considered; valuable community priorities. links; support and inform the library service; play a useful role in the political arena; helped users more The 102 authorities which had not used focus groups clearly to understand the library’s position. were asked: Would you consider using them? Fifty- two per cent said ‘yes’, 41% ‘no’, and 7% made no Respondents were specifically asked: Do you response. have any objections to friends of the library or user groups? and given three prompted answers. Of these, ‘They expect preferential treatment’ attracted Reference nine responses, ‘undermine library staff’ eight Morris, Anne and Barron, Elizabeth. User consultation in public library services, Library management 19(7) 1998. pp 404-415.
32 Perspectives of Public Library Use 2 2.2 : Review of public library service in England and Wales ?.? Heading in sentence case
2.2 Review of public library service in England and Wales
Aslib, The Association for Information Management
The then Department of National Heritage (now the Department for Culture, Media and Sport) required the Aslib team to conduct studies of the public library’s environment, its functions and services, and library users and non-users’ opinions, behaviour and interests - and to make recommendations for the future development of public library services. This extract is restricted to summarising the research findings of the report, which were based upon a very substantial series of surveys. These represent one of the most important surveys of research on public libraries carried out in the 1990s. Some of the most interesting findings are those which compare the views of library users and library staff on key issues. (The judgements in the text are those of the writers of the original report.)
Review of the public library service in England and Wales: final report 1995. ISBN 0 85142 353 1, London: Aslib, price £99 (£79 for Aslib’s corporate members). Review of the public library service in England and Wales: summary & schedule of recommendations 1995. ISBN 0 85142 358 2, London: Aslib, price £12.99 (£10 for Aslib’s corporate members).
The surveys Users and non-users As part of the study, professional opinion researchers The survey showed that about three fifths of the interviewed 922 people in their homes, representing English and Welsh population regularly visit public a cross-section of library users (frequent and libraries. Our estimates therefore indicate that occasional) and non-users. The samples covered about 24 million adults (aged 16 or more) in England men and women in rural, suburban and urban areas, and Wales are public library users. Approximately who were 16 years of age or older, in all the socio- 12 million of them call at a public library once a economic groups. fortnight, on average, and another two and a half million adults use public libraries through ‘surrogates’ At the same time they drew a representative sample - that is, by relying on others to borrow library of 3,600 voters’ names from electoral rolls and materials or use library services on their behalf. Our surveyed them by post. figures also show that about one in ten of the adults who go to public libraries bring children with them, In parallel, they sent out a detailed set of questions but that most people normally go alone (see Figs to 3,400 staff currently working in public libraries in 2.2.1, 2.2.2 and 2.2.3). nine case study areas; the 40% who replied included both professional librarians and other library staff.
Field work took place in August 1994. Socio-economic groups provide a convenient division
2.2.1 Users and non-users
Perspectives of Public Library Use 2 33 2 : NATIONAL PERSPECTIVES ON PUBLIC LIBRARY USE 2.2.2 Using a public library for self or others
Number of respondents
2.2.3 Visits to public library alone or with others
Number of respondents
Frequent library users and non‑users 2.2.4 by socio‑economic groups (% within each group) of the population for analysis (see Tables 2.2.4 and Socio-economic group Frequent users Non-users 2.2.5 and Fig 2.2.6). We found substantial numbers % % of users in each of the four groups, although there is a higher proportion in AB and C1 categories. AB 41 30 C1 30 41 C2 25 50 DE 27 57
34 Perspectives of Public Library Use 2 2.2 : Review of public library service in England and Wales ?.? Heading in sentence case Library users by socio‑economic Use of public libraries 2.2.5 groups Our data revealed the pattern of use by age group. Population Aslib survey In general, we found a balanced age distribution Socio-economic estimates public library in the pattern of regular use among the young, the group (England & Wales) users middle-aged and the old. A similar pattern of use % % characterises occasional users (those who visit the AB 15 20 public library only a few times a year). But amongst C1 24 26 60-plus users there is a dichotomy: they tend to C2 30 22 use public libraries either frequently or not at all, DE 31 32 depending upon their interests, eyesight and mobility Total 100 100 (see Table 2.2.7).
2.2.7 Pattern of use by age group and Frequency of visiting a public library gender (% within each group) 2.2.6 by socio‑economic groups Age Frequent users Non-users % % 16-24 30 36 25-34 25 47 35-44 30 40 45-54 24 50 55-64 33 47 65+ 36 48
Gender Male 25 47 Female 34 43
Fig 2.2.8 depicts reasons for not using the library - given by 898 occasional and non-users. The majority of non-users say that they have no interest or need, or no time. 2.2.8 Reasons for non-use
Perspectives of Public Library Use 2 35 2 : NATIONAL PERSPECTIVES ON PUBLIC LIBRARY USE 2.2.9 Purpose of book borrowing: library borrowers of fiction and non-fiction books
250
200
150
100
50
0
2.2.10 Borrowers and non-borrowers: frequency of use
Fig 2.2.9 is a ‘spider plot’ - which is like a web under Fig 2.2.10 shows that nearly all frequent users are the influence of gravity from several directions. The borrowers, mainly of books (and this implies that different variables exert pulls, which illustrate their they are likely to be members of the library). But few relative significance. It shows that library borrowers occasional users are borrowers - they mainly visit the read primarily for pleasure. Other favoured library for other purposes. reasons include educational purposes, to support recreations and pastimes, and to gain information or Fig 2.2.11 shows the percentages of borrowers knowledge. Work is the only purpose which receives taking different media from public libraries. The relatively low ratings by all groups - though public majority borrow books, but a significant minority also libraries appeal to a small but significant minority of take out cassettes, CDs, videos, or talking books. borrowers who seek business or employment-related Most of those taking non-book materials borrow information. several types (‘multi-media’ in the figure), whereas book borrowers are more likely just to borrow books (‘a sole medium’ in the figure). 36 Perspectives of Public Library Use 2 2.2 : Review of public library service in England and Wales ?.? Heading in sentence case 2.2.11 Media borrowed from public libraries
Fig 2.2.12 shows the numbers of users - from a sample of 1,290 adults - using the public library for purposes other than borrowing.
2.2.12 Other uses of the public library
Number of respondents Sample: 1,290 adults
Perspectives of Public Library Use 2 37 2 : NATIONAL PERSPECTIVES ON PUBLIC LIBRARY USE Visits to libraries Image of public libraries Users may visit their local library or one further afield Our surveys asked 24 questions - of 1,290 library - particularly if the latter is larger. Fig 2.2.13 shows users and 446 library staff - about the image of public which types of library (central, branch, etc) are libraries. These are depicted in Figs 2.2.15 and visited most by a sample of 442 adults. On average, 2.2.16 and Table 2.2.17, which show average scores users of main or central libraries go there 30 times for each question, where a positive score indicates a year, which compares to 23-24 visits per year a positive impression, a negative score a negative for branch or local village libraries, and just once impression, and ‘0’ indicates a neutral impression. a month for mobile libraries. The average journey The values recorded by the general public time for central library users is about 39 minutes, (Fig 2.2.15) contrast sharply with the rather more compared to 29 minutes for branch libraries, 22 for positive opinions held by library staff (Fig 2.2.16). village libraries, and 15 minutes for mobile libraries. Nevertheless, public libraries are generally perceived Fig 2.2.14 shows the time it would take to visit their favourably by all categories of respondent. library for a sample of 898 occasional and non-users. In general, frequent users have a positive image of their public libraries (see Table 2.2.17). They feel
2.2.13 Public library visited most by library users
2.2.14 Time taken to get to public library for occasional & non‑users
38 Perspectives of Public Library Use 2 2.2 : Review of public library service in England and Wales ?.? Heading in sentence case that librarians are friendly, helpful and capable. They All three groups are dubious about statements that see libraries as well organised sources of reliable the library appeals to working class and younger facts and figures, and they rely upon librarians to people and they also have doubts about how well the provide the right information. They believe that library publicises its services. libraries have an outlook in tune with the 1990s, and provide good quality services that offer value for Professional librarians feel on the whole that public council tax. libraries are well organised and have up-to-date systems. They have strongly positive opinions on Many occasional users hold similar views. But they the value, reliability and quality of services offered, are less confident about the libraries’ quality and and of the staff. They are less confident about library value for money. layouts, and have doubts about the publicity libraries receive. Non-users feel that the library has an unchanging image and they are unsure as to whether the library offers quality, value for money, or up-to-date systems. 2.2.15 The public library’s image - the public’s perspective
Sample: 1,290 adults Scale -3 -2 -1 0 1 2 3 Strongly Negative Somewhat Neutral Somewhat Positive Strongly negative negative positive positive
Perspectives of Public Library Use 2 39 2 : NATIONAL PERSPECTIVES ON PUBLIC LIBRARY USE
Library support staff are less sanguine than their As a group, teenagers who use public libraries professional colleagues about the quality of services are less sure than older people about the value offered and the modernity of libraries’ image, and reliability of the sources and services on offer, organisation and systems. They feel the layout of and more likely to feel that the procedures are libraries is confusing, and the locations could be old‑fashioned, and that it is difficult to develop a improved. rapport with library staff. Table 2.2.18 contrasts their views with those of older people.
2.2.16 The public library’s image – professional librarians’ perspective
Sample: 1,290 adults Scale -3 -2 -1 0 1 2 3 Strongly Negative Somewhat Neutral Somewhat Positive Strongly negative negative positive positive
40 Perspectives of Public Library Use 2 2.2 : Review of public library service in England and Wales ?.? Heading in sentence case 2.2.17 Impressions of public libraries – users, non‑users and library staff Description of Users and non-users of Library staff public libraries public libraries in post Frequent users Occasional users Non-users Professional Other library staff balance of balance of balance of balance of balance of opinion opinion opinion opinion opinion Reactions to positive Well organised 1.7 1.7 1.4 1.4 0.5 Source of reliable facts and figures 1.4 1.3 1.2 1.9 0.9 Well worth spending time in a public library 1.4 1.3 0.7 2.4 2.1 Librarians friendly, helpful 1.4 1.4 1.0 1.9 0.5 Quick, capable response 1.3 1.2 0.6 1.3 0.6 Quiet, studious atmosphere 1.2 1.3 1.1 - 0.2 0.7
Accessibility Easy to reach 1.4 1.4 1.0 0.6 - 0.1 Quality of location 1.0 1.0 0.7 - 0.3 - 0.4
Reactions to statements Accuracy of information 1.5 1.0 0.6 1.5 0.0 Quality of service 1.1 0.7 0.5 1.5 0.8 Attitude of staff 1.0 0.3 0.1 1.7 1.4 Value for council tax 0.9 0.3 0.2 2.1 0.8 Ease of finding items 0.7 0.6 0.4 1.3 1.1 Streamlining of procedures 0.4 0.2 - 0.2 - 0.5 0.3
Contemporary image In tune with the 1990s 1.2 0.9 0.5 0.5 0.0 Up-to-date computer systems 0.8 0.8 0.4 0.8 0.2 Unchanging image 0.3 0.4 0.6 - 0.9 - 0.7 Busy and bustling 0.7 0.3 - 0.2 1.4 0.4 Well publicised 0.1 - 0.2 - 0.1 - 0.4 0.4
Patterns of use Confusing layout 0.4 0.3 0.5 - 0.1 - 0.5 Mainly for younger people - 1.2 - 1.1 - 1.0 - 1.5 - 1.1 Most users in older age groups 0.2 0.5 0.4 - 0.2 0.5 Users mainly middle class - 0.2 0.1 0.2 - 0.6 - 0.6 Mainly appeals to working class people - 0.8 - 0.5 - 0.2 - 1.0 - 0.2 Scale -3 -2 -1 0 1 2 3 Strongly Negative Somewhat Neutral Somewhat Positive Strongly negative negative positive positive 2.2.18 Impressions of public libraries – teenagers and older people Descriptions of public libraries Teenagers Older people Libraries generally provide right information 0.4 1.0 Source of reliable facts and figures 0.8 1.3 Up-to-date procedures - 0.2 0.1 Easy to find items you want 0.1 0.6 Services are of good quality 0 0.8 Staff are approachable - 0.6 0.5 Services are well publicised - 0.6 0 Well worth spending time in a public library 0.7 1.1
Scale -3 -2 -1 0 1 2 3 Strongly Negative Somewhat Neutral Somewhat Positive Strongly negative negative positive positive
Perspectives of Public Library Use 2 41 2 : NATIONAL PERSPECTIVES ON PUBLIC LIBRARY USE Value of public library services public libraries. We postulated change in the benefits libraries could offer, and in their services We report on the findings of a trade-off analysis, and their location. Under those assumptions, the which formed part of our surveys of users and non- ‘decisions’ we simulated required participants to rank users. An important feature of this is the data on cards that showed representative variables drawn how participants see the value of a public library from four main sets of options: service. We postulated that libraries benefit users and the community in four main ways: • The four types of benefit listed above.
Direct value: Users should receive direct benefits. • Opportunities: Suppose more money is available for public libraries, how should it be spent?: more Indirect value: The library is an asset that can enrich books; longer opening hours; wide range of new life in the locality - in terms of civic pride, leisure, services. democracy, enterprise, social bonding, and many other features. • The accessibility of the local library after the change: local people can now reach it in: Contingency value: For prospective users, the library 12 minutes; 24 minutes; 48 minutes. has a contingency value. Its services are there and available when they need to use it, at some time in • The additional cost per household: £5; £10; £20; their lives. £50.
Future generations: Potential users in future Figs 2.2.19, 2.2.20 and 2.2.21 summarise findings by generations. three different groups of respondents.
This quadrupedal appraisal of a public library’s We found that frequent users have a positive view of purposes informed our trade-off analysis. We sub- the indirect and direct benefits libraries offer. If more divided the concept of a public library’s value to the money were spent they would like to see it allocated community into four main sets of options. These to an increasing number and choice of books. The were derived from responses by samples of users contingency value is of less interest to them. The and non-users of libraries (net fully completed cost to them of travelling to the library is a significant responses, 738). Essentially, the trade-off analysis deterrent (Fig 2.2.19). simulated decisions based on how people perceive
2.2.19 Value of public libraries: frequent users
Strongly negative Strongly positive
42 Perspectives of Public Library Use 2 2.2 : Review of public library service in England and Wales ?.? Heading in sentence case Occasional users give positive ratings to the public to see more spent on books and services. They library as a community asset offering indirect have similar views to frequent users about travel benefits, and to the benefits for future generations. (Fig 2.2.20). This group uses the library on rare occasions, and takes a more altruistic view than frequent users on Non-users share occasional users’ views on the the benefits a library offers. They would also like benefits libraries can offer although, predictably, they do not relate to the direct benefits (Fig 2.2.21).
2.2.20 Value of public libraries: occasional users
Strongly negative Strongly positive
2.2.21 Value of public libraries: non‑users
Strongly negative Strongly positive
Perspectives of Public Library Use 2 43 2 : NATIONAL PERSPECTIVES ON PUBLIC LIBRARY USE 2.2.22 Preferred focus of extra expenditure Opportunities Users of public libraries Library staff Frequent Occasional Non-users Professional Para-professional users users posts posts average % rank average % rank average % rank average % rank average % rank rank 1 rank 1 rank 1 rank 1 rank 1 More spent on books 2 56 2 54 2 49 2 59 2 65 Longer opening hours 3 19 3 17 4 10 3 19 4 9 New services based on librarians’ skills 3 7 4 7 4 9 4 15 3 8 New electronic media and services 4 12 4 16 4 19 3 11 3 15 Larger libraries 4 9 4 3 4 9 5 3 5 4 Additional libraries 4 7 4 7 4 12 5 4 4 9
Note: rankings were from one to six ‘% rank 1’ refers to the percentage of respondents who made this item their first priority for extra expenditure
To cross-check the trade-off analysis, and to provide Core functions of the public library extra data, we asked all those we interviewed to rank A challenging aspect of our brief has been to define - from one to six - six selected uses of hypothetical the core functions of the public library. We selected extra funds for public library services. The options thirteen descriptions of libraries that encompassed we included were: more spending on books; longer the social, service and community aspects of opening hours; new services based on librarians’ public libraries. We asked our survey participants skills; or on electronic services, larger libraries, and (categorised as frequent, occasional and non-users) additional libraries. Table 2.2.22 summarises our to choose the best six descriptions in priority order. findings. Participants in all categories largely concurred on The figures confirm the preferences for more the ranking of descriptions, especially those ranked spending on books. There is also some enthusiasm close to the top. There is an evident consensus on for longer opening hours, especially in areas where those functions of the public library which have most people have to travel for longer than average to appeal (see Fig 2.2.23). public libraries.
2.2.23 Functions of public libraries – library users and non‑users
44 Perspectives of Public Library Use 2 2.2 : Review of public library service in England and Wales ?.? Heading in sentence case The survey responses suggest a categorisation into Charging for services three broad divisions of core functions: Our surveys put the following question to 1,483 • Continuing or perpetual benefits: services users and non-users of library services, and to 1,279 regarded as necessary by any definition of the library staff: Suppose your public library needs extra public library, including: enlightening children resources to keep up services, to which one course by providing information and reading; popular of action would you give priority? Responses to reading; community asset; an area for study; prompted options are depicted in Figs 2.2.24 and audios and videos 2.2.25. Professional librarians strongly favour a council tax, or other public sources of funding. • Social benefits: a familiar place; a place to meet Almost two fifths of users tend to favour charging friends for library services, including charges for borrowing books. But the combined totals of users favouring • Sporadic or occasional benefits: the library as a council tax, a special library fund, and VAT exceed reference point, with expert librarians; a means the proportion favouring charging. Further analysis of access to knowledge and culture in every part revealed that those who favoured charging are of the world; a source of information on local tentative in their opinions, and include a high history; information on vital issues of the day; proportion of occasional and non-users. Frequent business information; and local information. users are more likely to favour public sector sources of funds.
2.2.24 Extra funding for public libraries – users’ and non‑users’ opinions
2.2.25 Extra funding for public libraries – professional librarians and other library staff
Perspectives of Public Library Use 2 45 2 : NATIONAL PERSPECTIVES ON PUBLIC LIBRARY USE
2.3 Due for renewal: a report on the library service
The Audit Commission
The Audit Commission’s report on the public library service concentrated on the areas of partnerships, the use of Information and Communications Technology (ICT), service planning and costing, and stock management. Their recommendations, controversial in places, will be followed up in local audits. We summarise here the original research undertaken for the report. The recommendations on library planning have now been overtaken by the planning procedures introduced by the Department for Culture, Media and Sport.
Due for renewal: a report on the library service 1997. ISBN 1 86240 050 4, London: Audit Commission, available from Bookpoint Ltd, 39 Milton Park, Abingdon, Oxon, OX14 4TD.
Traditional and new library services Fig 2.3.1 shows the percentage of expenditure on traditional services in five public library authorities Although there are many individual initiatives, the from different sectors. Traditional services use of ICT in public libraries is still limited. There is comprise lending and reference services for adults very limited use of self-service issues systems and and children in fixed and mobile service points, of interactive on-line public access to the catalogue. and outreach services to institutions and the Traditional services (the loan of books and the housebound. Remaining services (ie those not provision of paper-based reference materials) quantified in the figure) include schools service, are still the norm and account for most library audio-visual, IT access, trading, business services, expenditure. community information and other specialist services.
2.3.1 Percentage of gross expenditure on traditional services
46 Perspectives of Public Library Use 2 2.3 Due for renewal Management processes Key management issues are depicted in Fig 2.3.2. Library services must improve their basic management processes so that they are better able to manage change. In particular they should improve:
• the monitoring of resource use • stock management • the overall planning of services
2.3.2 Key management issues for libraries
Falling book End of Net Book issues Agreement
Centrality of stock to Need for assurance libraries’ purposes about efficiency of public services Stock management
Changing tech- Costing nology Reducing access Service Policy discretion planning Public views and demands
Potential Rising staff costs partners
Monitoring resource use Library expenditure can be broken down into three to illustrate how library services can be costed, dimensions: and provide comparisons between different library authorities. For instance it is possible to compare • the costs of each service (e.g. static lending, the cost per issue for the static adult lending service reference and information, mobile services) in five different authorities, taking the comparison down to a detailed level by showing separate • the cost of each component activity (e.g. stock comparisons for each of the components of the ‘cost selection, stock acquisition, management of of lending per issue’ (see Fig 2.3.3 overleaf): existing stock, customer services, management administration, other activities) • employees • premises • the traditional breakdown by subjective heading • other costs (e.g. employees, premises, supplies and services, transport, support services)
The results of pilot work in five authorities can serve
Perspectives of Public Library Use 2 47 2 : NATIONAL PERSPECTIVES ON PUBLIC LIBRARY USE 2.3.3 Comparison of costs in five library authorities: ‘cost tree’ for static lending services for adults
£16,500 Cost per full-time £17,300 £0.57 equivalent £14,600 £16,100 £0.59 Employee costs/ £15,600 £0.49 issue £0.51 29,000 £0.36 Issues per full- 29,300 time equivalent 29,800 31,500 43,200
A £1.35 £145.70 Cost per £51.10 B £1.12 £0.47 square metre £132.20 £0.22 £59.80 C £1.10 £94.40 Premises costs/ £0.23 issue 310 D £0.91 £0.09 £0.13 Issues per 232 Cost/issue E £0.76 square metre 575 664 726
£0.31 £0.31 Other costs/issue £0.38 £0.31 £0.27
Stock management The Audit Commission report covered a number Such differences primarily reflect differences in the of features of stock management, including the purchase price, the cost of servicing new stock, need for more rotation (or circulation) of stock. and the staff effort used to acquire it. In particular, The feature covered here is the need for better the effective ending of the Net Book Agreement in management of the acquisition of new stock. There November 1995 (formally abolished in April 1997) are wide variations in the total resources that has provided the opportunity for libraries to secure authorities employ on this activity (see Fig 2.3.4). more cost-effective arrangements with suppliers.
2.3.4 Costs of new stock selection and acquisition
48 Perspectives of Public Library Use 2 2.3 Due for renewal
The benefits of improved stock management include Applying these estimates to the circumstances both financial savings and service improvements. of a sample of typical authorities yields savings Estimates of achievable savings can be derived estimates of between 2.5 and 5 per cent of total from calculating the impact of stock management library expenditure. Recognising that some of improvements (see Table 2.3.5). Increased these estimates are already under way, the Audit discounts, reduced stock loss and greater use Commission believes a conservative extrapolation of external cataloguing and other supply-based of savings achievable through improving stock services may give rise to financial benefits. These management is 2% of expenditure, or about £14 benefits will be partly offset by the increased costs of million a year. stock rotation, binding and cleaning, but there would still be net savings.
2.3.5 Estimates of the financial impact of stock management improvements
Area of stock management Assumed change Savings Supplier discount Price discount increased from an average of 18% to 25% as a result of reduced use of approvals, introduction of EDI and consortium buying.
Stock loss Reduced from 4% to 2% a year.
In-house cataloguing In-house cataloguing to fall from 30% of titles to 15% of titles; in-house cataloguing costs £2 a title; 3 copies of each title are bought.
Additional expenditure Binding and cleaning Expenditure to rise by 15% to support more intensive use of stock.
Stock rotation Expenditure to rise by 1p per head of population.
Perspectives of Public Library Use 2 49 2 : NATIONAL PERSPECTIVES ON PUBLIC LIBRARY USE
Service planning Some authorities lack any sort of planning process, For a long time there has been little change in the and one quarter of authorities responding to an underlying nature of the library service, both in Audit Commission questionnaire in January 1997 its key services and the means of their delivery. reported that they have no statement of policy aims Changes in user demands and new choices in specific to the library service. There are some good service delivery raise fundamental questions for features, but also evidence of internal weaknesses the library service. Service planning needs more within the planning process. Some of these are set attention at all levels. It also provides a mechanism out in Table 2.3.6 - an Audit Commission review of for integrating the service with other parts of the local planning documents in eight authorities, followed authority and outside agencies. up by telephone interviews with the senior librarians responsible for service planning in a further eight authorities.
2.3.6 Current library service planning compared with good practice Expected features of rigorous Current practice in library service planning service planning Explicit links between the library’s planning and the Not all library authorities make these links authority’s corporate processes and policies
Specific aims that the authority wishes to see its library Patchy levels of involvement of the wider authority in service pursue determining library aims
Priorities among those aims to inform choice of services No mention of possible services and activities in which and activities the library service is not going to be involved (i.e., priorities are not expressed)
Gathering of user and non-user views about library An increasing minority of authorities gathering user views services, and the planned application of those views in and collating them through CIPFA’s PLUS survey objective‑setting, in strategic planning and in operational Occasional work on non‑users’ views decisions
Statements of how far the authority judges that the library Confusion between the library service’s aspirations and service can realistically achieve each aim in the light of the specific actions that it has decided upon budgetary and organisational constraints
Specific achievements expected of each part of the Statements that do not discuss what the library service is library organisation to do
Statements to the public of what it can expect in terms of Increasing adoption of library ‘charter’ often supported by stock range and availability of other services the Library Association Model Statement of Standards for Public Library Services (1995)
Aims and specific targets set, both for continuing work A focus on new developments to the exclusion of and for innovations continuing operations
Success criteria for each target to be achieved Success criteria not always specified
Coherence among the different constituent parts of the Operational targets that have no apparent connection planning process with the rest of the planning process
Clarity, so that all library staff can see what they are Planning documents in some authorities are confusing called upon to do and why the planning process is relevant to them
Monitoring of achievement built into the regular routine of Some monitoring is systematic but some is not well the planning process integrated with the rest of the planning process
50 Perspectives of Public Library Use 2 2.3 Due for renewal Overview and recommendations Table 2.3.7 below summarises the main problems problems, and some possible solutions. affecting public library services, the causes of the
2.3.7 Summary of the problems of the public library service, their causes and solutions to them Problems Causes Solutions Decline in loan issues Declining acquisitions; reduced More rigorous and coherent plans to opening hours; and poor stock man- provide a firmer basis for corpo- agement and service planning rate working. Plans to cover, for example, the scope to attract new Wide range of different services borrowers and, where borrowing provided by libraries, many of them Lack of vision for the library service cannot be revived, the transfer of hard pressed and skimped, espe- (nationally, and at local authority resources to other services cially innovatory services level); generally poor planning processes Process for costing library services and operations to identify where Patchy co-operation between librar- Conservatism about service delivery efficiency needs to be improved and ies and potential partners (other and, in particular, a reluctance (pro- a better basis for decisions local authority departments and fessional and political) to close any external agencies) existing provision An overall plan to bring together the separate elements of stock manage- Incomplete knowledge of costs of ment: identification of desired stock the different components of libraries’ profile, stock audit, stock planning, Poor knowledge of whether libraries activity stock rotation and stock acquisition are efficient or not
Poor understanding of the alternatives to these practices Updated commercial relationships Some inefficient stock management with suppliers of library books to respond to the abolition of the Net practices Professional attachment to certain Book Agreement traditional librarian activities (book selection, bibliographical services)
More use of new technology to Some library administrative func- enhance the efficiency of traditional tions are not as efficient as they Stock acquisition practice not yet library services such as book issue, could be fully adapted to commercial environ- ment following the abolition of the access to library catalogues and Net Book Agreement provision of reference information
Increasing competition for libraries Relevant technological from sources of electronic informa- developments are not being fully Adaptation of library services and tion, entertainment, education and taken up their delivery to allow the accessible cultural materials superior to those provision of some of these materials currently available in libraries Technological developments to all users
The recommendations of the Audit Commission stock circulation and stock acquisition. report were: • Libraries should update their commercial Monitoring of resource use and stock management relationships with suppliers of library books to • Library authorities should make fuller use of new respond to the changes in the book‑purchasing technology to enhance the efficiency of traditional environment since the abolition of the Net Book library services such as book issues, access Agreement. to the library catalogue and the provision of reference information. Service planning • Libraries need to adapt the services that they • Library authorities should establish and maintain provide and the way that they deliver them, to processes for costing library services and respond to the many challenges that they face. operations, to identify where efficiency needs to be improved, and to support priority‑setting. • Authorities must make their plans more rigorous and coherent to ensure that changes are • Libraries should develop integrated stock policies successful, and to preserve the best of current and procedures covering the identification of the practice. desired stock profile, stock audit, stock planning, Perspectives of Public Library Use 2 51 2 : NATIONAL PERSPECTIVES ON PUBLIC LIBRARY USE
2.4 CIPFA PLUS archive for 1997
Institute of Public Finance (IPF) Ltd
The CIPFA PLUS project embraces the largest and most significant user satisfaction survey for public libraries. The project has worked on a standard adult user survey since 1992. The scheme is managed by a steering group from library authorities, under the auspices of the Chartered Institute of Public Finance and Accountancy (CIPFA) and the Institute of Public Finance (IPF). This report covers authority surveys included in the PLUS archive in 1997. As of August 1998, 125 authorities were PLUS members - although fewer carry out regular surveys. Members can compare their own results with published national averages. The PLUS core questionnaire is merely a starting point, and authorities normally add to it questions of local interest. A PLUS children’s questionnaire was launched in 1998, and survey results will be made available to PLUS members in 1999.
CIPFA PLUS archive for 1997. Full data available only to PLUS members. More information about the CIPFA PLUS group may be obtained from David Lightfoot, Chair, PLUS Steering Group, County Library Services Manager, Lancashire County Council; or Martin Jennings, Market Research Officer, The Institute of Public Finance Ltd, 7th Floor, NLA Tower, 12‑16 Addiscombe Road, Croydon, CRO OXT.
Introduction Headline results for the UK The tables and figures below portray aspects of the Figures 2.4.1 to 2.4.11 portray the overall results CIPFA PLUS archive for 1997. The contributing for all the contributing authorities for 1997. The authorities are: total number of service points included in the 1997 archive is 260, from which, of the 82,517 records, 8 English counties 68,787 were completed questionnaires. Of these 6 metropolitan districts completed records, approximately 54% were from 6 London boroughs the English counties, 22% from London boroughs, 1 Northern Ireland Education and Library Board and 16% from metropolitan districts. 1 Welsh unitary 1 English unitary The findings all relate to what users did during the visit in which they completed the questionnaire. The findings are presented for ‘All UK’ (which includes all the above), and separately for the English counties, metropolitan districts, and London boroughs. 2.4.1 % of users undertaking different activities during visit
See EXHIBITION or EVENT 3.1%
Borrow / Return COMPACT DISC(S) 4.2%
Did SOMETHING ELSE 5%
Borrow / Return VIDEO(S) 5.3%
Use the PHOTOCOPIER 6.2%
Borrow / Return CASSETTE(S) 6.6%
Sit to STUDY or WORK 6.9%
Read NEWSPAPER(S) / MAGAZINE(S) 13.2%
Seek INFORMATION / find something out 22.2%
BROWSE 27.4%
Borrow /Return BOOK(S) 77.6%
0 10 20 30 40 50 60 70 80 Response to Question 1: What did you do during today’s visit? (options prompted)
52 Perspectives of Public Library Use 2 2.4 CIPFA PLUS archive for 1997
% of users borrowing different numbers % of users finding (or reserving) 2.4.2 of books during visit 2.4.3a specific books sought
Five or more 25.0% Four 14.7% Three 18.4% Two 23.3% One 18.5%
0%0 10%10 20%20 30%30
Response to Question 2: How many books did you Response to Question 3: If you were seeking a particular borrow from the library today? book during today’s visit, were you able to find it? (or did you reserve it?)
% of users seeking specific books by % of users finding a book to borrow 2.4.3b author, subject or title 2.4.4 (not a specific book)
Response to Question 3: Were you seeking the specific Response to Question 4: If you came to the library today book by author, subject or title? without a particular book in mind, did you find one to borrow?
% of users whose information needs % of users seeking information who 2.4.5a were satisfied 2.4.5b consulted staff
Response to Question 5: If you came to the library today Response to Question 5: If you came to the library today to seek information: (i) did you get the information you to seek information: (ii) did you consult a member of needed? staff?
% of users findingaudio‑visual 2.4.6 materials sought
28.9% 68.5%
39.7% 58.0%
42.5% 55.3%
45.1% 52.4%
Response to Question 6: If you came for a cassette(s), CD(s) or video(s), did you borrow or reserve any?
Perspectives of Public Library Use 2 53 2 : NATIONAL PERSPECTIVES ON PUBLIC LIBRARY USE 2.4.7 User opinions of aspects of library service
expertise materials provision Guiding/signs for service Hours of opening Staff helpfulness Time spent waiting Staff knowledge & Services for children Layout & arrangement Range of books/other Reference/information
Response to Question 7: Please show what you think of the following aspects of this library.
2.4.8 Frequency of user visits 2.4.9 Gender of users
Response to Question 8: How often do you usually visit this library?
54 Perspectives of Public Library Use 2 2.4 CIPFA PLUS archive for 1997 2.4.10 User age groups 2.4.11 Users occupations
Results by authority type 2.4.12 Response rate to the survey In this section the summary findings are broken Responded Did not respond down by sector type. Results are shown below for % % all UK and for the three prominent groups of libraries UK 79.2 20.8 carrying out surveys in 1997 (English counties, English counties 80.0 20.0 Metropolitan districts and London boroughs). Metropolitan districts 83.0 17.0 London boroughs 77.3 22.7
Note: % base: visitors surveyed 2.4.13 User activities during visits English Metropolitan London UK counties districts boroughs % % % % Borrow / return book(s) 77.6 82.9 75.9 68.9 Borrow / return cassette(s) 6.6 6.3 6.6 7.1 Borrow / return compact disc(s) 4.2 3.7 5.1 4.5 Borrow / return video(s) 5.3 4.5 6.8 6.2 Read newspaper(s) / magazine(s) 13.2 11.4 13.5 17.0 Seek information / find something out 22.2 20.2 20.8 25.0 Use the photocopier 6.2 6.0 6.7 6.6 Browse 27.4 26.7 28.6 27.4 Sit to study or work 6.9 5.1 6.5 10.5 See exhibition or event 3.1 2.9 2.1 4.3 Did something else 5.0 4.2 5.1 6.3
Note: % base: all survey respondents
2.4.14 Numbers of books borrowed during visits Number of books borrowed English Metropolitan London UK counties districts boroughs % % % % Response rate 62.7 68.1 60.6 54.0 One 18.5 17.7 17.9 21.1 Two 23.3 22.6 25.0 23.7 Three 18.4 18.0 19.1 18.9 Four 14.7 15.4 14.8 13.0 Five or more 25.0 26.3 23.2 23.4
Note: % base: respondents to Q.2
Perspectives of Public Library Use 2 55 2 : NATIONAL PERSPECTIVES ON PUBLIC LIBRARY USE
Tables 2.4.15 to 2.4.17 detail the responses to Table 2.4.17 combines both sets of information to Question 3, which asked whether particular books, give a composite needs fill rate – the percentage of which may be specified by title, subject or author, respondents who found what they were looking for were sought by users, and if so, whether they were according to whether they were seeking a particular found. Table 2.4.15 shows the percentages of users title, a book on a specific subject, or a book by a who did find one or more of the books they were particular author. So that whereas 31.9% of books seeking. Table 2.4.16 shows how many were looking were sought by subject (i.e. no specific author or title for books with a specific title, on a specific subject, or in mind) - see Table 2.4.16 - these accounted for by a specific author. 42.5% of books found (see Table 2.4.17).
2.4.15 % of users finding (or reserving) specific books sought % Yes % No % Reserved UK 54.8 38.5 6.6 English counties 51.4 41.4 7.3 Metropolitan districts 58.8 36.4 4.8 London boroughs 58.1 35.6 6.4
Note: % base: respondents to Q.3
2.4.16 % of users seeking specific books by title, subject, author Books English Metropolitan London sought by UK counties districts boroughs % % % % Title 29.4 26.6 29.6 35.1 Subject 31.9 32.6 27.1 33.1 Author 24.3 24.3 23.1 23.8 Unstated 14.5 16.5 20.1 8.1 Total 100 100 100 100
Note: % base: respondents to Q.3
Crosstabulation of book(s) successfully sought by title, 2.4.17 subject, author
Books English Metropolitan London sought by UK counties districts boroughs % % % % Title 28.8 28.3 27.9 30.5 Subject 42.5 45.2 35.4 42.4 Author 21.8 22.9 18.3 21.6 Unstated 6.9 3.6 18.4 5.5
Note: % base: respondents to Q.3
56 Perspectives of Public Library Use 2 2.4 CIPFA PLUS archive for 1997
Tables 2.4.18, 2.4.19 and 2.4.20 show, respectively, the percentages of users: finding a book to borrow (not a specific book); seeking and finding information; borrowing audio-visual materials sought.
2.4.18 % of users finding a book to borrow (not a specific book) Found a book to borrow % of total % survey Yes No respondents UK 86.6 13.4 57.7 English counties 87.3 12.7 63.3 Metropolitan districts 86.1 13.9 56.8 London boroughs 84.6 15.4 48.1
Note: % base: respondents to Q.4
2.4.19 % of users seeking information who got the information they needed English Metropolitan London UK counties districts boroughs % % % % Yes 71.8 71.1 74.8 71.2 Yes in part 14.0 12.7 12.7 16.3 No 14.3 16.2 12.5 12.5 Who consulted a member of staff Yes 55.9 57.0 55.1 53.9 No 44.1 43.0 44.9 46.1
Note: % base: respondents to Q.5
2.4.20 % of users borrowing audio‑visual materials sought English Metropolitan London UK counties districts boroughs % % % % Music cassette(s) Yes 28.9 24.4 30.1 35.4 No 68.5 73.8 66.0 62.0 Reserved 2.7 1.8 3.9 2.5 Talking book(s) Yes 42.5 39.9 34.2 52.6 No 55.3 58.6 63.0 44.7 Reserved 2.2 1.6 2.7 2.7 Compact disc(s) Yes 39.7 35.2 40.1 46.7 No 58.0 63.1 57.1 50.5 Reserved 2.3 1.7 2.7 2.8 Video(s) Yes 45.1 40.0 43.6 54.9 No 52.4 57.5 54.5 42.2 Reserved 2.5 2.5 1.9 2.9
Note: % base: respondents to Q.6
Perspectives of Public Library Use 2 57 2 : NATIONAL PERSPECTIVES ON PUBLIC LIBRARY USE
Table 2.4.21 shows how users evaluated a variety of service aspects.
2.4.21 User evaluation of library service aspects Very good Good Adequate Poor Very poor Response rate % % % % % % Hours of opening UK 37.1 40.4 18.0 4.0 0.6 96.8 English Counties 33.9 40.1 20.3 5.1 0.6 98.1 Metropolitan Districts 42.5 38.0 15.6 3.3 0.6 97.3 London Boroughs 37.5 43.0 16.3 2.7 0.5 94.0 Guiding/signs UK 29.3 48.7 19.1 2.5 0.3 88.5 English Counties 29.3 48.9 19.1 2.4 0.3 88.0 Metropolitan Districts 31.2 48.9 17.4 2.2 0.4 90.1 London Boroughs 26.8 48.8 20.9 3.1 0.4 88.1 Layout & arrangement UK 31.1 47.3 18.5 2.6 0.6 91.8 English Counties 31.9 47.3 17.9 2.4 0.5 91.7 Metropolitan Districts 32.2 47.1 17.2 3.0 0.5 92.8 London Boroughs 27.8 47.8 20.8 2.7 0.8 91.1 Staff helpfulness UK 62.7 31.8 4.8 0.5 0.2 95.1 English Counties 65.3 30.1 4.1 0.4 0.1 95.2 Metropolitan Districts 63.7 31.1 4.5 0.4 0.2 96.7 London Boroughs 55.8 36.6 6.8 0.7 0.2 93.6 Time spent waiting for service UK 41.6 43.3 13.3 1.4 0.3 90.1 English Counties 42.7 43.2 12.5 1.4 0.3 90.2 Metropolitan Districts 43.3 43.1 12.3 0.8 0.4 91.9 London Boroughs 36.2 45.1 16.4 1.8 0.4 88.6 Staff knowledge and expertise UK 49.2 42.4 7.7 0.5 0.1 87.6 English Counties 50.6 41.8 7.0 0.5 0.1 87.2 Metropolitan Districts 51.2 41.4 6.9 0.4 0.2 90.0 London Boroughs 43.6 45.4 10.3 0.6 0.2 86.1 Range of books/ other materials UK 28.9 39.9 25.2 5.1 0.8 90.1 English Counties 28.0 39.9 26.2 5.1 0.8 90.2 Metropolitan Districts 32.5 39.3 22.8 4.7 0.7 90.9 London Boroughs 27.3 40.4 25.7 5.6 1.0 88.8 Services for children UK 43.0 42.5 12.4 1.7 0.4 28.9 English Counties 42.4 42.7 13.0 1.6 0.3 28.8 Metropolitan Districts 47.5 40.2 10.0 1.5 0.7 28.9 London Boroughs 39.3 44.2 13.9 2.1 0.6 29.2 Reference/information provision UK 34.9 44.0 17.3 3.2 0.6 45.8 English Counties 33.2 44.4 18.4 3.4 0.6 45.2 Metropolitan Districts 40.2 41.7 14.6 2.5 1.0 45.4 London Boroughs 33.0 44.9 18.0 3.4 0.6 47.2
Note: response to Q.7. Percentages are within each type of authority.
58 Perspectives of Public Library Use 2 2.4 CIPFA PLUS archive for 1997 2.4.22 Frequency of user visits English Metropolitan London Frequency of visits UK counties districts boroughs % % % % Response rate % 98.1 98.0 99.2 97.7 First visit 2.9 2.0 2.5 4.9 More than once a week 18.6 17.5 22.3 18.7 About once a week 27.1 26.8 28.0 27.1 About once a fortnight 22.1 24.7 19.2 19.4 About once every three weeks 14.0 13.0 13.8 14.5 About once every four weeks 8.8 10.5 7.7 7.1 Less frequently 6.5 5.4 6.4 8.4 Note: % base: respondents to Q.8
The tables on this page show: the frequency of user visits (Table 2.4.22); the gender of respondents 2.4.24 Gender of respondents (Table 2.4.23 & Fig 2.4.24); the age of respondents (Table 2.4.25); and the occupation of respondents (Table 2.4.26). 2.4.23 Gender of respondents Gender Response Female % Male % rate % UK 59.5 40.5 97.1 English counties 61.6 38.4 97.0 Metropolitan districts 56.9 43.1 98.4 London boroughs 57.9 42.1 96.4 Note: % base: respondents to Q.9 2.4.25 Age of respondents English Metropolitan London Age group UK counties districts boroughs (in years) % % % % Response rate % 98.1 98.0 98.7 97.8 14 or under 1.6 1.7 1.2 1.7 15 to 19 5.7 4.9 6.7 6.6 20 to 24 4.8 3.3 5.6 6.7 25-34 12.2 10.6 12.9 14.6 35-44 17.7 17.7 17.3 18.2 45-54 16.6 17.7 16.1 14.9 55-64 14.5 15.0 15.3 12.9 65-74 18.0 19.6 17.5 15.6 75 or over 8.9 9.6 7.6 8.9 Note: % base: respondents to Q.11 2.4.26 Occupation of respondents English Metropolitan London Occupation UK counties districts boroughs % % % % Response rate % 97.3 97.4 97.9 96.8 Looking after the home 10.4 11.1 9.3 9.9 Part-time paid employment 12.1 13.1 11.2 11.0 Full-time paid employment 21.5 21.1 21.7 21.8 Self-employed 6.1 6.1 4.7 7.4 Seeking work 3.7 2.6 5.0 4.6 Retired 33.2 35.3 33.3 29.3 At school or 6th form college 4.3 4.0 4.3 5.0 At college or university 6.0 4.5 6.9 8.0 Doing something else 2.7 2.2 3.7 3.0 Note: % base: respondents to Q.12 Perspectives of Public Library Use 2 59 2 : NATIONAL PERSPECTIVES ON PUBLIC LIBRARY USE
2.5 Pilot of proposed new measures for CIPFA public library statistics
David Spiller and Claire Creaser Library & Information Statistics Unit (LISU)
A pilot study of some new statistical measures proposed for UK public libraries was carried out by the Library & Information Statistics Unit (LISU), Loughborough University, at the request of the CIPFA Committee on Public Library Statistics (under the Chairmanship of David Fuegi). The committee felt that the results were of wide interest, and should be made available for publication. A number of the measures have subsequently been adopted.
April 1997, unpublished LISU survey - not available.
A number of new measures were proposed for adults and children. There was quite a wide variation inclusion in the the CIPFA Public Library Statistics, in the proportion of the resident population who were covering active borrowers, housebound users, active borrowers, ranging from 19%, though this new title acquisitions, large print and minority figure only related to borrowing over six months, to language stock, reservations, enquiries, opening 72% (see Table 2.5.1). hours, expenditure and income. LISU surveyed - in January 1996 - a random sample of 35 public Authorities’ comments demonstrated how reliant this library authorities covering all sectors in the UK, and measure is upon their having an automated system received 28 responses. (for at least some service points), and upon writing/ running the appropriate report for the system.
Active borrowers A couple of authorities felt that they could estimate This question explored the viability of a count ‘active borrowers’ through sampling, although it was of ‘active borrowers’ - defined as ‘the number of not clear how this could be done. In the absence of members who have borrowed at least one item an automated system, annually revised membership during the year’. This proposal has recently records could be the best secondary indicator - and increased in significance because of the inclusion the information that many authorities do not regularly of a similar measure amongst the performance update membership records is therefore a cause for indicators listed in the Public libraries review concern. A performance indicator in Reading the document, Reading the future (Dept. of National Heritage). future (Dept. of National Heritage) - ‘the percentage of total population who are library members’ - should The questionnaire began by investigating library encourage authorities to maintain more up-to-date membership records. All but one of 27 respondents membership records. reported keeping a ‘record of current members’. A follow-up question about the frequency of updating of records elicited different interpretations of ‘current’. Housebound users Ten authorities replied ‘annually’, three ‘every two This question investigated a count of housebound years’, 13 ‘less often’, and one ‘not at all’. users, and suggested that this should cover users who have material delivered to them outside library Asked whether they could obtain a figure for ‘active premises on an individual basis (i.e. that it should members’ (based on the above definition) from not include residents in institutions served through their systems, 11 authorities responded ‘yes, for all bulk loans). The proposal was not found difficult service points’ and six said ‘yes, for some’. All but to introduce, with 26 of the 28 respondents already two of these said that they could make a reasonable able to make a count of some elements of their estimate for the authority as a whole. However six housebound service. However, ‘housebound user’ authorities reported that they could not provide any needed careful definition to determine which service active borrowers figure based on the definition, and delivery methods should be included. The three four of these said that they could not obtain a figure most common - delivery by dedicated housebound based on an alternative definition. service vehicles, by volunteers, and by mobile libraries - were each used by about half of the Ten authorities gave the number of active borrowers, authorities (with most respondents using more than and seven of these could give separate figures for one method) (see Table 2.5.2).
60 Perspectives of Public Library Use 2 2.5 Pilot of proposed new measures for CIPFA public library statistics 2.5.1 Data from new measures relating to users These data have been presented in the format of the CIPFA Actuals, including a selection of derived statistics, utilising figures taken from the draft 1995-96 Actuals. Population figures for the Scottish unitary authorities have been taken from the 1996-97 Estimates. Twenty-three authorities were able to provide some of the data requested for 1995/96. None had complete information.
Active borrowers Housebound users Local authority Adults Children Total active Total per 1000 Total Total per 1000 borrowers population population (1) (2) (3) (4) (5) (6) London boroughs 66,845 3,013 69,858 13,434 # 48 9.2 col 3 col 3 110,695 719 ** ** * 50,510 17,400 67,910 186 737 2.0 34,216 13,968 48,184 311 486 3.1 52,386 20,498 72,884 331 184 0.8 ** ** ** ** 424 2.4 Metropolitan districts col 3 col 3 118,756 275 ** ** ** ** ** ** 548 2.4 103,575 43,013 146,588 662 2,310 10.4 ** ** ** ** 650 1.4 ** ** ** ** 264 1.2 ** ** ** ** 600 2.1 50,385 26,975 77,360 294 1,764 6.7 English counties ** ** ** ** 770 1.6 ** ** ** ** 580 1.0 ** ** ** ** 2,887 5.2 col 3 col 3 360,677 519 ** ** ** ** ** ** ** ** 110,765 32,691 143,456 288 948 1.9 Scotland ** ** ** ** 270 3.2 ** ** ** ** ** ** ** ** ** ** 98 1.1 N. Ireland ** ** ** ** 178 1.7
* “Active Borrowers” borrowed in the last 6 months ** Not available # Unusual figure relates to a very high day-time population of users
Actual data on the number of housebound users Two authorities were uneasy about the exclusion were given by 18 authorities (see Table 2.5.1). of deposit collections, described as ‘a significant Again there was a wide range, from less than one element of service delivery’. One commented on per 1,000 population in a London borough to ten in a rather a meaningless distinction. Users served metropolitan district. by bulk loans also have personalised service. Under Disability Discrimination Act...if (bulk loans) were omitted, we could be held in breach of our obligations quite unjustly.
2.5.2 Which of the following methods of delivery would you include in this count? Yes No Not No. of applicable respondents Delivery from housebound service vehicles 16 - 8 24 Delivery by volunteers from a service point 18 1 9 28 Postal loan service 2 1 9 12 Mobile library service to homes 17 - 6 23 Other 3 - - 3
Perspectives of Public Library Use 2 61 2 : NATIONAL PERSPECTIVES ON PUBLIC LIBRARY USE New title acquisitions (16 for a/v). Comments reflected a heavy reliance upon having the right automated system with the This question explored a proposal to count annual appropriate reporting mechanism activated. new title acquisitions (for books and a/v materials) as a way of assessing the variety and richness of The proposal to make the book count through ISBNs authorities’ stocks. would separate hard and paperback versions of the same titles, and authorities were asked whether the Exactly half of the 28 respondents reported that a two versions could be linked. Only five authorities count was feasible - for both books and a/v. But could do this. (In every case, the two versions were answers to a question about when the data could linked through the catalogue record.) be made available were less positive. Only seven authorities reported ‘by 1997/98’ for books (11 Five authorities reported actual data for 1995/96 (see for a/v), with 16 authorities reporting ‘don’t know’ Table 2.5.3).
2.5.3 Data from new measures relating to stock Bookstock at 31st March 1996 Large Print Stock per Proportion Stock for Stock on Reserve & Total large 1000 of total loan loan unallocated print stock population stock % (14) (15) (16) (17) (18) (19)
London boroughs 9,260 4,041 ** 13,301 86 2.5 22,291 7,234 ** 29,525 81 3.3 10,677 12,365 5,137 28,179 128 4.2 8,724 6,828 - 15,552 89 4.2 Metropolitan 36,000 14,000 ** 50,000 116 2.5 districts ** ** ** ** ** ** 29,541 12,011 - 41,552 88 2.6 ** ** ** ** ** ** 31,330 29,090 ** 60,420 230 9.8 English counties 17,456 24,485 50 41,991 76 3.9 Wales ** ** ** ** ** ** ** ** ** ** ** ** Scotland ** ** ** ** ** **
Book acquisitions Audio-visual Annual Issues Stock turn 1995/96 acquisitions 1995/96 New titles acquired New titles acquired Books Books Total New titles Total New titles new per 1000 new per 1000 Large Minority Large Minority titles population titles population print language print Language (20) (21) (22) (23) (24) (25) (26) (27) London boroughs ** ** ** ** 54,752 12,386 4.1 2.0 ** ** ** ** 100,667 45,235 3.4 1.8 13,869 63 3,897 18 ** ** ** ** 14,155 81 3,073 18 117,254 ** 7.5 ** Metropolitan ** ** ** ** 195,000 ** 3.9 ** districts 24,132 109 2,424 11 ** ** ** ** ** ** ** ** 226,974 ** 5.5 ** 20,009 88 2,908 13 ** ** ** ** ** ** ** ** 244,727 16,825 4.1 0.8 English counties ** ** ** ** 360,620 11,610 8.6 1.5 Wales ** ** ** ** ** 10,219 ** 0.5 ** ** ** ** ** 14,213 ** 0.4 Scotland 17,469 204 1,418 17 ** ** ** **
62 Perspectives of Public Library Use 2 2.5 Pilot of proposed new measures for CIPFA public library statistics Stock in large print In the four English authorities, stock figures for minority languages represented less than 5% of One question explored the introduction of statistical total stock, and turnover was low - the highest was reporting on stock in large print. Seven authorities - two issues per book (Table 2.5.3). In the two Welsh all from England - were able to provide actual figures authorities, provision (including Welsh language for stock and issues, mostly under broad headings. materials) is, as might be expected, rather better. (Two were able to provide a breakdown between Total stock figures are not yet available for the adult fiction and non-fiction.) Seven respondents unitary authorities in Wales, so proportions of total mentioned systems problems in introducing the stock could not be calculated, but stock per capita is count, while three observed that large print was considerably higher than in England. Stock turn is absorbed in their fiction sections and therefore not disappointingly low however - at less than one issue separately identified. per book per year. This raises interesting questions about the provision and use of Welsh language The data provided (see Table 2.5.3) showed stock materials, which may merit more detailed research. ranging between 76 books per 1,000 population in one county to 230 in a metropolitan district. The Seven authorities commented on systems problems percentage of total book stock varied from 2.5% to as obstacles to counting, and a few observed that 9.8%. language material is classified in the non-fiction section and is therefore not separately identified. Seven authorities also provided figures for issues. Stock turnover is somewhat lower than the figure for The languages for which stock is currently provided adult fiction for all seven authorities, and is generally vary considerably depending upon the ethnic similar to that for all books, being higher for four make‑up of the community (Table 2.5.5). Those authorities, lower for two and the same for one. cited by respondents are listed. A new CIPFA measure might need to distinguish - and perhaps Stock in minority languages choose between - the major European languages (notably French, German, Spanish, Italian), Another question explored the introduction of indigenous languages (Welsh, Irish, Cornish) and statistical reporting on stock in minority languages. other community languages (from the sub-continent, Six of the 28 authorities were able to report China, Vietnam, etc). There was little or no comment on stock (Table 2.5.4), and two were able to on the desirability of a measure for these different subdivide stock figures into fiction, non-fiction and categories. children. Four authorities gave a figure for minority language periodicals stocked: 8, 13, 5 and 20 titles respectively.
2.5.4 Minority language stock and issues 1995/96 stock stock reserve & total total for loan on loan unallocated stock issues London boroughs 5,517 693 6,210 12,386 18,920 6,447 25,367 45,235 Metropolitan districts 17,096 4,038 21,134 16,825 English counties 3,383 811 3,455 7,649 11,610 Wales 19,780 1,252 196 21,228 10,219 12,372 1,041 21,333 34,746 14,213
2.5.5 Languages included in authorities’ stocks No. of No. of No. of No. of respondents respondents respondents respondents French 5 Gujerati 5 Arabic 1 Welsh 3 German 5 Bengali 5 Chinese 3 Irish 1 Spanish 5 Urdu 5 Cantonese 1 Cornish 1 Italian 6 Hindi 5 Japanese 1 Portuguese 1 Punjabi 5 Vietnamese 1 Polish 2 Tamil 1 Greek 1
Perspectives of Public Library Use 2 63 2 : NATIONAL PERSPECTIVES ON PUBLIC LIBRARY USE Reservations satisfied Breakdown of materials expenditure A question analysed the extent to which a count of This question explored the viability of a more detailed satisfied reservations could be made. Currently, breakdown of materials expenditure. (Two of these nine out of 28 authorities make an annual count of breakdowns - those for books and audio-visual satisfied reservations, whilst five also count those materials - also appeared as performance indicators unsatisfied. From those who do not make annual in the Reading the future (Dept. of National Heritage). counts, 11 reported making a sample count of Authorities were asked to give 1995/96 expenditure satisfied reservations (while nine do not), and three under 11 headings for different types of material. made a sample count of unsatisfied reservations The main elements of change piloted here were the (while eight do not). (These numbers do not add splitting of book expenditure into four categories, up, suggesting some misunderstanding of the sound recordings into music and talking books, relationship between the two questions.) and the separation of electronic materials in two categories from ‘other’ materials. Figures supplied Comments were almost equally divided between those are shown in Table 2.5.7. who felt that sampling was the easier approach, and those who rejected manual counting for an automated Twenty authorities supplied data, in varying degrees of system (despite confronting some technical problems). detail. Two could not separate the various heads under book expenditure at all, and four more could make only a The questionnaire made the assumption that partial split. As might be expected, levels of expenditure few authorities would be able to link counts of in the various categories showed wide variation. Seven reservations received and satisfied to exactly the authorities could not separate music and talking books. same sample. One clear authority statement - we make monthly counts of requests a) taken b) Eight authorities reported expenditure on CD‑ROMs, received by user c) cancelled, but do not track and three on online and electronic media. specific requests - suggested a possible line to pursue. It is interesting that in several cases the total figures supplied differed from those shown in the draft CIPFA Comments also suggested the need for closer Actuals for 1995/96 - sometimes quite considerably! definitions (e.g. The definition of unsatisfied request There is no obvious explanation for this. is not consistent amongst our service points.) There is a particular problem of deciding what Only three of the sub-headings included in the is ‘unsatisfied’ if the authority has a policy of not questionnaire were said (by one authority each) not to accepting reservations in certain categories. Nine be wanted: the split between books, the split between authorities reported having such a policy - e.g. for sound recordings, and binding (the last is in fact already fiction which is out of print or not stocked by the included in CIPFA returns). Three sub-headings were authority (e.g. romances, Westerns), or for high price suggested for further sub-division: an ‘open learning’ or very specialist materials. category under CD-ROMs and computer software (by three authorities - though this possibility was prompted in Seven authorities gave actual (1995/96) figures for the questionnaire); a ‘large print’ category under ‘books’; ‘satisfied reservations’: one at 55%; two between and a ‘serials/annuals’ category under ‘reference’. 80‑90%; three between 95-98%; and one of 100%(!).
All but one of the 28 respondents reported keeping Revenue income a count of whether reservations were supplied from This question surveyed whether there were any inside or outside the authority, and six gave actual substantial categories of revenue income which should figures (Table 2.5.6). be recorded, beyond the existing ones of overdues and reservations, lettings, hire of a/v materials, photocopying, specific grants, and miscellaneous. The main changes 2.5.6 Percentage of requests satisfied within the authority from the current data collection were: splitting overdue charges from reservation fees; separating income Authority % from hire of audio and video materials; a new category London borough 71 for revenue from electronic services; and separating Metropolitan district 86 miscellaneous receipts from the public from those from English county 89 corporate sources. Wales 96 Scotland 94 The questionnaire asked authorities to give actual N. Ireland 96 1995/96 figures - where these existed - for some additional categories. Twenty-one authorities provided figures (shown in Table 2.5.8). (Again it was noticeable that the total income figures given did not correspond to those supplied to CIPFA.)
64 Perspectives of Public Library Use 2 2.5 Pilot of proposed new measures for CIPFA public library statistics 2.5.7 Materials expenditure breakdown 1995/96 £000’s
reference adult fiction adult NF children’s total books periodicals music rec. talking books total rec. video CD-ROM online/elec. other binding total exp. London boroughs 149 89 152 56 446 63 52 28 81 16 15 0 18 20 659 75 * * * 605 31 * * 28 0 0 0 37 39 740 * * * * 597 44 * * 53 25 24 0 53 42 837 63 108 92 61 324 20 31 8 39 19 * * 0 34 798 Metropolitan districts 20 144 83 68 315 15 16 30 46 3 2 0 0 3 384 69 122 111 44 346 18 24 8 32 13 0 * 0 13 422 108 241 190 95 634 200 14 36 50 3 5 7 52 69 1019 41 77 53 11 182 13 16 * 16 0 0 0 0 8 219 139 185 115 74 512 72 * * 58 17 0 0 0 33 693 39 269 110 93 510 11 23 46 69 33 * * 20 8 652 English counties * * * 94 839 13 24 * 24 7 20 0 0 83 986 80 251 145 86 562 19 36 32 68 16 7 2 73 33 780 127 376 403 149 1056 38 * * 100 23 * 4 1 28 2305 Wales 25 88 99 30 242 5 3 15 17 7 0 0 0 8 280 47 * * 68 315 10 16 19 35 5 0 0 13 13 391 Scotland 22 77 65 61 225 0 0 12 12 0 0 0 4 14 255 7 * * 38 202 8 7 16 23 2 3 0 0 17 254 3 73 43 20 140 2 8 2 10 0 0 0 0 4 157 * * * * 207 6 * * 25 27 * 0 0 5 270 N. Ireland 34 115 125 94 367 50 20 3 23 11 6 0 15 20 492 * = included in other columns
2.5.8 Revenue 1995/96 outturn £000’s
misc receipts misc corporate total revenue overdue fees reservation fees lettings audio hire video hire electronic revenuecopying specific grants from public income income London boroughs * 97 13 51 53 1 42 0 96 50 406 142 16 55 60 82 10 29 0 79 10 486 86 10 13 * 43 1 17 0 35 12 222 61 12 6 40 98 0 21 0 50 0 288 Metropolitan districts * 46 2 * 27 0 10 0 15 65 167 37 5 0 17 11 0 13 0 34 0 117 66 10 14 11 5 0 48 7 * 1,008 1,172 54 5 7 13 0 0 12 * * 69 163 69 7 61 74 36 0 56 8 127 95 538 47 4 0 37 40 0 11 0 12 0 154 English counties 144 37 3 36 45 8 0 0 2 0 275 * 144 15 33 15 3 39 42 80 105 475 * 189 45 60 50 3 47 0 50 16 464 * 314 13 77 79 1 38 0 142 0 667 * 717 8 * 209 0 66 0 * 233 1,235 155 24 8 62 64 2 28 0 103 0 450 Wales * 23 1 3 8 1 13 0 21 40 115 32 4 4 5 3 0 15 0 8 0 74 Scotland 14 0 0 0 0 0 0 0 1 3 19 12 0 0 0 0 0 n/a 0 32 0 45 N. Ireland 33 6 9 0 12 0 26 92 13 0 193 * summarised in the total in immediate righthand column
Perspectives of Public Library Use 2 65 2 : NATIONAL PERSPECTIVES ON PUBLIC LIBRARY USE
Fourteen authorities gave separate figures for Of the nine authorities which recorded a separate overdue charges and reservation fees. Reservations income under both headings, receipts from the public constitute between 8% to 26% of the ‘overdues was the larger figure in five cases, ranging between and reservations’ total for the category, registering £4 to £624 per 1,000 population. ‘Miscellaneous annual amounts between £15 and £687 per 1,000 corporate income’ ranged between £28 to £2,141 per population. 1,000 population.
Eighteen authorities gave separate figures for the Authorities were also asked to note what constituted hire of audio and video materials. Of these, three ‘miscellaneous income’, and to record approximately reported zero for audio and two for video. Video what proportion of the total each item represented revenue was the greater in eight of the returns where (Table 2.5.9). Most of the items identified fell under figures for both categories were provided. The the ‘receipts from the public’ heading (rather than amounts varied between - for video - £11 to £558 per ‘corporate grants’), despite the relatively high sums 1,000 population and - for audio - £23 to £331 per listed under the latter in the overall analysis. 1,000 population. The items most commonly identified were: Nine authorities recorded revenue under the new heading of ‘electronic services’, with amounts • book sales (ten authorities, ranging between between £1 and £27 per 1,000 population. 12%‑51% of the total miscellaneous revenue)
Eighteen authorities gave separate figures for the • sales of publications (ten authorities, ranging two heads of miscellaneous income. In nine of between 3% to 76% of the total) these, one or other figure was zero. There remain some relatively large figures in this area: in particular • lost books (seven authorities, and 5%-20% of the one of £2.14 per capita corporate income and total revenue). another of 37p per capita from the public (out of a total of just 52p per capita).
2.5.9 In the current CIPFA returns, what does your authority include under ‘miscellaneous’ income? Percentages of total miscellaneous revenue lost/damaged books etc. 6 10 9 5 20 6 14 replacement tickets 3 5 book sales 39 14 53 51 35 16 24 22 32 12 record/CD sales 6 4 commission on sales 3 7 5 2 commercial artist exhibs. 3 6 5 sale of publications 38 18 73 3 10 76 3 28 12 40 shop (misc. sales) 3 sale/photocopies 1 sale/obsolete material 11 3 cost recovery services * 56 reproduction of photos 2 other sales 57 fax 8 3 2 telephone 5 1 1 stamps for resale 5 5 15 rents 47 9 10 grants 10 admission charges 19 1 family history 11 research fees 1 events 53 5 miscellaneous 5 8 21 7 computer services 9 computer service grants 35 city tours 3 cafe 7
* local studies, open learning, visitors centre
66 Perspectives of Public Library Use 2 2.5 Pilot of proposed new measures for CIPFA public library statistics
One heading, ‘cost recovery services (56%)’, Fifteen authorities replied that they would welcome included local studies, open learning and visitors the measure proposed, with nine against and three centre. Another heading of ‘other sales’ comprised ‘don’t know’s’. 56% of the total for that authority. Ten respondents provided a ‘weighted average Amongst helpful comments, one authority observed opening hours per service point ’ figure for 1995/96 that it may be sensible to distinguish items regarded (shown in Table 2.5.10). This ranged between as ‘income generation’ from those seen as discrete 29.4 hours per service point to 48.4 hours, with a areas of ‘expenditure and income’ (such as median of 39 hours). There was also one response publications). This point underlined the likelihood which had clearly been wrongly calculated (not that most of the figures noted under income shown). generation would have been echoed elsewhere on the balance sheet by a cost element, and that the Weighted average opening hours proportions of costs to income vary greatly. 2.5.10 1995/96 London boroughs 48.5 Another authority pointed to the difficulty of breaking 39.4 down income involved in partnerships, especially 46.0 when the library did not manage the funding and/ Metropolitan districts 46.3 or receive it directly. Another respondent observed: 47.7 miscellaneous corporate income is always going to English county 30.6 be difficult to compute accurately. Wales 37.7 Scotland 38.9 Weighted opening hours 29.4 N. Ireland 34.5 This question asked whether authorities would welcome a new measure of opening hours for each service point, weighted according to the size of the service point (measured by the total bookstock on open access to the public). The intention was to The comments on this question were mostly provide a figure which would enable authorities to expressions of doubt. Perhaps the most relevant compare their own situation with previous years point was that poorly maintained stocks would (rather than with other authorities). The method was distort the figures. One authority commented: there described as follows: is no direct relationship between stock size and opening hours, and some measure of use rather Average opening hours per week, weighted by than provision would be more valid. Another: some size of service points libraries are smaller than required for the size of their Opening hours for each service point are weighted population and others are larger. according to the size of the service point, measured by total bookstock on open access to the public. This There were also some calls for closer definitions: is intended to provide a superior measure of the what to do about special collections in service availability of the service to the public than the simple points, and circulating collections; how to define total hours open per week currently collected. The housebound user services, and mobile libraries. value is principally for authorities to compare their own situation with previous years, rather than with other authorities. Measuring enquiries
The calculations would be made as follows: A final question explored whether authorities were satisfied with the existing measure of enquiries. Service Bookstock Weekly Multiplica- Eighteen (out of 27) said ‘yes’, six said ‘no’, and tion three did not reply. Six authorities reported that they point (‘000) opening hours did keep a more detailed record, and a list of their (a) (b) (a)*(b) headings is given in Table 2.5.11. Possible changes 1 20 23.5 470 to the current measure are implicit in the listing. 2 67 51.0 3,417 3 32 34.0 1,088 4 38 39.5 1,501 2.5.11 More detailed enquiry counts kept 5 23 18.0 414 local information 4 careers 1 total 180 166.0 6,890 council 2 equipment 1 Weighted average opening hours = 6,890 = 38.3 European 1 lending 1 180 homework/project 3 by length of time 3 business 1 by method of receipt 1
Perspectives of Public Library Use 2 67 2 : NATIONAL PERSPECTIVES ON PUBLIC LIBRARY USE The comments reflected the difficulty of recording References in this area. On defining unambiguously: Only two of the examples given in the CIPFA ‘not Department of National Heritage (1997). Reading counted’ section actually fall within the definition the future: public libraries review. Department of of directional enquiries or ‘items for sale’. On National Heritage. recording accurately: There is no way of knowing whether staff abide by the definitions. There is a lot of under-recording at busy service points. On recording pertinently: The main categories of enquiry should be used to reflect and illustrate the corporate information role of libraries within the local authority; and We would like some measure of the time taken to deal with enquiries.
68 Perspectives of Public Library Use 2 2.6 Libraries and community development national survey
2.6 Libraries and community development national survey
Lindsay McKrell, Andrew Green and Kevin Harris Community Services Group of the Library Association, and Community Development Foundation
The national survey was part of the Libraries and Communities research and demonstration programme funded by The British Library Research and Innovation Centre, looking at the social impact of libraries and how they relate to the communities they serve. It aimed to examine community development strategies in public library authorities throughout the United Kingdom.
The need for this research was established by the Community Services Group of the Library Association, represented by Chair, Andrew Green, and the Community Development Foundation, represented by Information Manager, Kevin Harris. These two, with assistance from Lindsay McKrell and advice from marketing consultant Tina Dunn, drew up the questionnaire.
McKrell, Lindsay, and others 1997. Libraries and community development national survey: A report on the national survey of public library authorities. London: British Library Research and Innovation Centre (BLRIC report no. 86). ISBN 1 873 185 111.
Methodology Question 2 asked: Is your authority currently working on a community development strategy? For the purposes of this research, community development was defined as a process which Of the 88 respondents completing this field, 39, or develops the power, skills, knowledge and just over a third, reported that they were working on experience of people as individuals and in groups. a strategy. This enables them to undertake initiatives of their own to combat social, economic, political and Question 3 asked: If your local authority has, or is environmental problems, and to participate in the currently working on a community development democratic process. It aims to empower groups and strategy, please state what level of contribution was positively engage communities. made, or is expected from the library service? (63 responses) A questionnaire was mailed to every UK library authority in 1997, with a closing date set for Given the range of local authority services in 12 September. One hundred and eighty-six operation, it is significant that for 16 of the 63 questionnaires were mailed in total. The final total respondents to this question (25%) the library of completed questionnaires stood at 115 - a 63% service played a major role. (The questionnaire response rate, though not all authorities answered defined being part of the steering group or a similar every question. level of involvement as a major role.)
Twenty-six (41%) described their involvement as Findings a minor role in strategy development, 12 (19%) The main findings are summarised below. Question reported making a specific contribution, and nine numbers from the original questionnaire are retained (14%) either made no contribution, or reported that - and there are some questions missing where these they didn’t know their (expected) contribution. called for comments rather than for quantification. Question 5 asked: Does your library service have Question 1 asked: Does your local authority have a strategy for working with communities? (110 a published community development strategy? responses) This may be in the form of a social strategy, or anti‑deprivation policy, or other commitment to Only 18 authorities, 16% of respondents, did have such a strategy. working with disadvantaged groups (109 responses).
Forty-two per cent of local authorities responding did Question 7 asked: Was the Chief Librarian involved have a community development strategy, and in the in agreeing the strategy? (23 responses) remaining 58% there was no strategy, or it was not In every case the answer was yes. known. Question 8 asked: Was the strategy initiated by elected members or council officers? (20 responses)
Perspectives of Public Library Use 2 69 2 : NATIONAL PERSPECTIVES ON PUBLIC LIBRARY USE
In every case the strategy was initiated by council Question 12 asked: Does your library service work in officers, although in two cases the impetus came partnership with other agencies on initiatives aimed equally from council members. No library service at regenerating or empowering local communities? indicated that the onus for strategy came solely (110 responses) from councillors, so there appears to be no pressure for formal strategy from this direction at Ninety‑six authorities (87% of those answering the the present time. question) said that it did.
Question 9 asked: Who was involved in Question 13 continued: If yes (does work in agreeing library service strategy on working with communities? partnership with other agencies), please list those agencies with which you work. If you have regular As some parties would have contributed more than scheduled meetings, please tick ‘formal’. If your others, respondents were asked to estimate the joint work is on a more ad hoc basis working with extent of their involvement. While this question still personal contacts, please tick ‘informal’. Responses operated on the small base of respondents (18) who do have such a strategy, it was instructive to are depicted in Table 2.6.2. see who was involved in the process. Responses Question 14 asked respondents to indicate if your are depicted in Table 2.6.1. It shows, for example, library service is, or has been, involved in partnership that the chief librarian was the lead agent in bids for funding with specified schemes. Question 15 deciding strategy in eight of the 18 authorities, an asked: Which bids have been successful? equal player in the process in six authorities, was consulted in three, and not involved in one. Responses to both questions 14 and 15 are depicted in Table 2.6.3. 2.6.1 Who was involved in agreeing strategy? Lead agent Equal player Consulted Not involved Chief librarian 8 6 3 1 * Senior library managers 6 10 2 1 Community librarians/other staff 1 12 4 1 User groups 0 1 7 7 Voluntary sector/umbrella agencies 0 0 7 9 Community organisations 0 2 7 7 Councillors 1 4 9 3 Community development unit 0 3 2 8 Planning 0 0 6 8 Chief Executive’s dept 2 0 5 8 Social services/social work 0 1 7 7 Youth & community services 0 1 10 5 Academic sector 0 0 4 10 Consultant 0 0 3 11 Other 0 1 1 6
* There was a contradiction in the responses between questions 7 & 9.
2.6.2 Agencies with which you work Formal Informal % % Formal Informal Careers service 21 57 18.3 49.6 Community education 40 45 34.8 39.1 Community Health council 9 43 7.8 37.4 Economic development dept. 35 38 30.4 33.0 Education service 73 19 63.5 16.4 Health authority 18 51 15.7 44.4 NHS Trust 12 31 10.4 27.0 Social services/social work 32 47 27.8 40.9 TEC/Local Enterprise Co. 34 47 29.6 40.9 Churches 2 45 1.7 39.1 Community council or Forum 27 34 23.5 29.6 Local community groups 27 60 23.5 52.2 Racial equality council 12 25 10.4 21.1 Voluntary sector forum 24 41 20.9 35.7
70 Perspectives of Public Library Use 2 2.6 Libraries and community development national survey 2.6.3 Partnership bids for funding? Bids? Successful? Yes No Yes No Pending City Challenge 27 54 22 7 0 Rural Challenge 17 59 7 11 3 Strategic Dev. Scheme (Wales) 8 59 3 4 2 Single Regeneration Budget (England) 50 39 34 6 12 Urban programme 30 51 21 7 1 Millennium fund 31 50 8 15 5 National lottery 45 37 17 6 19 PLDIS/DFPL * 35 45 21 10 4 EU libraries programme 11 62 6 2 3 EU telematics programme 26 56 10 8 5 European Social Fund 20 52 17 1 5
Notes: ‘No’ has been counted only when entered on form, although ‘No’ is implied if ‘Yes’ is not entered. Respondents could give more than one answer to the ‘success’ question - hence sum of ‘yes’, ‘no’ and ‘pending’ exceeds numbers bidding. * Public Library Development Incentive Scheme/Development Fund for Public Libraries
Question 16 asked: Do you have any of the empowering local communities. The response in following? (115 responses) that case was positive from 96 authorities (83%).
• specialist members of library staff working on Thirty‑eight authorities (33% of respondents) had community liaison library user committees or focus groups.
• budgets devolved to working with communities Question 17 asked: Are you represented in community activities which have not been initiated • inter‑agency community development projects by the local authority e.g. community councils or consultative committees, arts festivals or other • user committees/focus groups. community organised events? (111 responses)
Thirty‑six authorities (31%) reported having specialist It was encouraging that 88 library services (79%) library staff working on community liaison. Only 15 responded positively to this question. authorities (13%) had budgets devolved to working with communities. Question 18 asked: Which of a number of prompted options were offered on a regular basis. Table 2.6.4 Forty‑five authorities (39%) had inter‑agency depicts the findings. It also indicates responses community development projects. This response to Question 19: Which of these activities were was much lower than the response to Question 12, established in response to community demand or where libraries were asked if they were involved have community involvement in their operations? in partnership initiatives aimed at regenerating or Please indicate where there is demand you are not able to satisfy. 2.6.4 Which do you offer on a regular basis? Offer? Community involve/demand Yes No Community Community Not able involve demand to satisfy Accommodation for groups 104 8 35 57 14 Problem solving information 78 14 26 39 7 Information about local groups 111 0 55 41 2 Basic skills education provision 85 11 34 40 8 Continuing education provision 90 8 33 44 7 Participative arts workshops 65 25 35 21 11 Events for older people 84 15 39 36 7 Events for children 114 0 51 43 1 Events for teenagers 70 23 27 29 9 Multicultural events 61 26 31 29 9 Events for parents 53 27 28 18 6 Events for women 47 31 25 22 9 Local studies events 88 3 43 33 2
Note: ‘No’ has been counted only when entered on form, although ‘No’ is implied if ‘Yes’ is not entered.
Perspectives of Public Library Use 2 71 2 : NATIONAL PERSPECTIVES ON PUBLIC LIBRARY USE
Question 20 asked: What is your charging policy Sixty‑four authorities (62% of respondents) replied on the activities outlined above? Responses are that it had, 38 (37%) that it had not. Respondents depicted in Table 2.6.5. were then asked how funding had been reduced, and given eight prompted options. Responses are The highest number of authorities (66) stated that depicted in Table 2.6.6. they aimed at partly offsetting costs, though this was closely followed by 64 authorities offering services Question 22 asked: Do you monitor the effectiveness free to all. The apparent conflict here is explained by of your development work with communities? the fact that respondents were free to choose more (108 responses) than one option, and an individual service might offer some activities free and others charged. Thirty‑nine Sixty library authorities (56% of total) replied that authorities offered some services free to certain they did. groups such as the unemployed and pensioners, and 38 offered reduced price services to the same Question 23 asked respondents to indicate if groups. It is interesting to note that 25 library they used any specific method of monitoring and authorities (22% of respondents) ran some of their prompted five options plus an ‘other’ category. activities for income generation. This would appear Sixty‑eight authorities reported that they used to conflict with a community development strategy. performance indicators, 54 used qualitative evaluation by survey, and 55 comments from user Question 21 asked: Has your library service’s work groups. Fourteen library services used monitoring with communities been reduced because of funding groups and two used other methods. constraints? (102 responses)
What is charging policy on items in Q18 (Table 2.6.4) 2.6.5 above?
Number % of forms Aimed at income generation 25 21.7 Partly offsetting costs 66 57.4 Charges reduced for e.g. unemployed/OAPs 38 33.0 Free to some e.g. unemployed/OAPs 39 33.9 Free to all 64 55.7
How has your work with communities been reduced 2.6.6 because of funding constraints?
Number % Librarians covering for library assistants 37 32.2 Reduction in number of professional librarians 51 44.4 More service points, less staff 11 9.6 Reduction in mileage and subsistence allowances 10 8.7 Removal of key posts 34 29.6 Lack of staff training/development 20 17.4 Community librarianship a lower priority 15 13.0 Emphasis on other activities 15 13.0
72 Perspectives of Public Library Use 2 3.1 Report of a survey of central library users
User surveys: satisfaction and impact 3
Perspectives of Public Library Use 2 73 3 : USER SURVEYS: SATISFACTION AND IMPACT
3.1 Report of a survey of central library users
Birmingham Department of Leisure and Community Services, Libraries and Learning
A survey of Birmingham Central Library users was undertaken in November 1995. The sample size was 1,309 in a week when it is estimated that 31,000 people visited the library. This was a follow-up to an earlier survey conducted in 1992, and some comparisons are made between the two surveys.
Report of a survey of central library users, 1996. Full report available from John Dolan, Birmingham Central Library, Chamberlain Square, Birmingham B3 3HQ, price £10.
The sample Table 3.1.3 shows the ethnic origins of respondents. It is estimated that the sample of 1,309 interviewees Ethnic origin of respondents represents 4% of the total users of the library 3.1.3 during the week of the survey; 52% of respondents Ethnicity % were male and 48% female. The report focuses African 1 on Central Library users of 16 years and older. Afro-Caribbean 8 Table 3.1.1 shows the age ranges of people Bangladeshi 1 interviewed. Chinese 2 Indian 6 Percentages of respondents 3.1.1 in given age ranges Kashmiri 2 Pakistani 7 Age range % of total White 62 16-18 11 Irish 3 19-25 28 White Other 4 26-34 18 Other 4 35-44 12 45-64 18 65+ 11 Table 3.1.4 summarises disabilities of respondents.
3.1.4 Disabilities of respondents Table 3.1.2 shows the status/occupation of respondents. Not surprisingly, a large number of respondents (39%) were in formal education. Disability % of total (However, see information below regarding students/ Mobility 3 independent learners.) This supports the contention Sight 6 that a significant proportion of library activity is in 13 Hearing 3 support of education. Other 1
3.1.2 Occupation of respondents Status/occupation % Employed 28 Self Employed 6 Findings Unemployed 10 Unwaged 2 Frequency and length of visits School 4 Compared with the 1992 survey, there was an College 13 increased percentage of users who were first-time 6th Form 4 visitors (6%). Table 3.1.5 shows the frequency with University 18 which the remainder of respondents (i.e. those not Retired 14 first‑time users) visited the library in 1995.
74 Perspectives of Public Library Use 2 3.1 Report of a survey of central library users
3.1.5 Frequency of visits • Some also used their own materials (11%) • A significant number (19%) were happy to explore Frequency % of total respondents the library ‘browsing’ Once per week 22 More than once per week 25 • Nearly 5% used the library on behalf of others. Once a fortnight 17 Once a month 18 Use of other libraries Less frequently 12 For many respondents, use of the Central Library was made in conjunction with other libraries, or for a different purpose to other libraries: Respondents were asked about the length of time • 41% also used other Birmingham community that they stayed in the library (see Table 3.1.6). libraries This varied from service to service - shorter visits were associated with information-seeking and • 14% used other public libraries in the West borrowing items; longer visits were associated with Midlands. - for example - more extended study/research or newspaper reading. Also significant was the ‘cross use’ between public and academic libraries: Length of stay 3.1.6 • 16% used university libraries - 18% said they Length % were at university Less than 1 hour 55 • 6% used college libraries - 16% said they were at 1-2 hours 25 college. 2-4 hours 15 4 hours+ 4 This gave the impression that FE students in particular sometimes made use of the Central Library instead of their own institution’s library. Respondents were asked about their place of residence; 73% were living in Birmingham and While 54% of respondents visited for purposes 27% living outside Birmingham. This confirms the of education/study, 39% were at school/ college/ regional role of the library, although many living university. A considerable number were therefore, outside Birmingham were working in the city centre. by implication, ‘independent learners’. A separate analysis of the survey results in relation to these two Purpose of visits groups is given below. Respondents were asked why they were visiting the library: Outcomes and implications Satisfaction levels are an indicator both of • A consistently high proportion of respondents achievement and of issues to be addressed: used the library in connection with education and study (54%) • Overall, satisfaction remains high, and consistent with the 1992 survey, at 88% • Leisure (36%) and hobbies/personal pursuits (14%) accounted for a similarly large proportion • The tendency of female respondents to express dissatisfaction had fallen slightly since 1992 (86% • A small but significant number (4%) used the of females expressed overall satisfaction with Central Library to help in finding work. their visit in 1995-96)
• Young adults were marginally more dissatisfied Respondents were also asked what they did at the than average library: • Satisfaction among older people was high - 64% • There was an increased number (almost double of over 65’s were very satisfied the number in 1992) who said they were ‘looking for information’ (44%) • The above average dissatisfaction among ethnic minorities in 1992 was no longer evident in • A large proportion wanted to borrow materials 1995. In general though, fewer ethnic minority (40%) respondents said they were very satisfied.
• A similar proportion of respondents used library Issues to be addressed can be identified from the materials (37%) or newspapers (12%) in the library Perspectives of Public Library Use 2 75 3 : USER SURVEYS: SATISFACTION AND IMPACT detail on concerns/dissatisfaction which respondents are from minority groups and only 25% of expressed. Respondents considered there had independent learners are from such groups. been five areas of improvement and seven of decline since 1992: • Most independent learners are in paid work. The employed/self employed form 60% of the sample, Those aspects of the library showing improvement with a significant minority of 24% which are included: unemployed/unwaged.
• time spent waiting • Both groups prefer short visits of less than an hour – 43% of students and 52% of independent • helpfulness of staff learners.
• ease of finding books • The ‘four hours and over’ enthusiast is as likely to be an independent learner as a student – • study/reading space approximately 6% of both groups.
• helpfulness of signs and guides. • Students are more like to use the library for other (non-study) purposes during their visit, though the Those areas giving rise to over 20% dissatisfaction difference is slight. They are 3% more likely to were: use the library for a hobby and 4% more likely to • range of books and other items of stock use it for paid work or business.
• temperature levels • Independent learners are almost 10% less likely to use books than students (either their own or • noise levels. the library’s), and about 10% less likely to use a photocopier. They are 4% more likely to consult A ‘second tier’ of sources of dissatisfaction (under a newspaper or magazine however, and are 4% 20%) would include: more likely to browse, and 4% more likely to be in the library on behalf of some one else. • quality of equipment • Students have lower satisfaction than • opening hours independent learners with almost all aspects of service and environment, notably: • lighting levels 5% less satisfied with helpfulness of staff • ease of getting around the library building. 6% less satisfied with opening hours 4% less satisfied with range of items 6% less satisfied with ease of finding items 6% less satisfied with the temperature. Students and independent learners • But there are three exceptions where We have defined as ‘students’ those at colleges of independent learners had lower satisfaction than further education, in sixth forms and at university. students: We have defined as ‘independent learners’ those employed, self employed, unemployed, unwaged, 6% less satisfied with helpfulness of retired and ‘other’, when they gave as the purpose of catalogues the visit ‘education/study’. 10% less satisfied with quality of equipment 6% less satisfied with study/reading space. User profile • Students are more likely to be female. Women • Students are 13% more likely than independent form a higher proportion of students (59%) than of learners to use other libraries. independent learners (45%).
• Students are considerably more likely to be young. The vast majority of students are 25 years or less (83%), a much smaller proportion than for independent learners (20%). Of independent learners, the biggest single category (27%) falls within the 25-35 age range.
• Students are considerably more likely to be from an ethnic minority. Almost half of all students
76 Perspectives of Public Library Use 2 3.2 Report of a survey of children using the library
3.2 Report of a survey of children using the library
Birmingham City Council, Department of Leisure and Community Services, Libraries and Learning
Birmingham is an authority that is very active in user studies. This research - based on interviews at all Birmingham service points - is a rare example of a survey of children using libraries. The survey is based on 5-11 year olds using the libraries.
Report of a survey of children using the library, May 1996. Full report available from John Dolan, Birmingham Central Library, Chamberlain Square, Birmingham B3 3HQ, gratis.
Aims and methodology interview based on standard questions and answers, which allowed us to analyse the data more easily The following findings are based on the first and cumulate the results for all libraries with city‑wide survey of child library users conducted in confidence. Birmingham. The reasons for carrying out the survey were: We have an ethical and moral obligation, when entering into market research with children, to let 1. To use the results to improve the way we parents know what is happening. We tried to ensure plan services for children in the future and to this by: ensure that we direct our resources in the most appropriate ways; • sending a standard letter to all primary schools at the end of February, informing them about the 2. To discover children’s opinions of the library survey service. Children have a threefold importance to us because: • producing an A3 poster at the start of the Easter holidays for display in all service points • they use the library as children • producing an A5 handout in English and the main • they are our future users community languages to be given to all children and their parents visiting the library from the • they can influence adults eg parents/carers to Easter holidays onwards visit the library. • press and radio coverage especially aimed at We wanted to collect children’s opinions but our past parents who may not speak English experience had shown that it was difficult to include children in a standard user survey. It was clear that • producing thank you slips to give to children after we needed to do something specifically geared they had been interviewed. to them, although we made use of our previous experience of conducting surveys and community We ran four training sessions for all staff who would profiling guidelines. actually be conducting the survey.
A children’s survey needs to: During February we ran a pilot of the survey in two libraries. This was a useful learning experience • take account of ethical guidelines affecting market and we adapted the questionnaire as a result of research with children it. During the week beginning 20 May 1996, 1,236 children aged 5-11 were interviewed in all library • reflect children’s priorities and language service points, including the Central Library and • be conducted in a way that is child friendly mobiles. All libraries aimed to interview 30 children during the week beginning 20 May, except for two • be in a format that means that a child’s libraries which aimed for 60. Staff were asked to opportunity to respond is not determined by their select the first children coming into the library after reading level. specific times, and the importance of these children being selected in a consistent way was stressed. For these reasons we opted for a structured The interviews took place on the way in to the
Perspectives of Public Library Use 2 77 3 : USER SURVEYS: SATISFACTION AND IMPACT library and so the answers children gave to the for the 5-11 age group. More children used the library questions were based on their intentions rather than as they moved through their primary years. necessarily what they actually did. The interviews took place after school and on Saturdays and Education specifically did not include class visits. There was 99.6% of the children surveyed were educated in no weighting of the results - all questionnaires were school. However, there were four children who were used. home‑educated, and who were interviewed as part of the survey. The Tuition Service of Birmingham Education Department estimate that there are just Findings over 160 children currently being educated at home. Who are our customers? Visits to other libraries Gender 73.4% of the children surveyed said that they did Table 3.2.1 shows more girls than boys using the not use libraries other than the one they were libraries. This does not reflect the balance of the interviewed at and the one at school. This compares population as a whole but, as the figures for the with an average of 35.7% of users in the Community Community Library User Survey show, it does reflect Library User Survey in 1994 who said that they never library use generally. used other libraries. That survey showed a wide variation between the different Birmingham public library service points but the highest figure for people never using another library was still only 62.4%. Use of libraries by boys/girls 3.2.1 Children were clearly less likely to use another library than adults. Community Children’s User Census 91 Libraries Survey Who accompanied children User Survey 1996 1994* Children in the younger age bands were more likely to be accompanied by their immediate family - Boys 51.1% 42.8% 42.7% particularly mothers, sometimes brothers and sisters, Girls 48.9% 57.2% 57.3% and occasionally fathers. Neither grandparents nor *All ages using libraries childminders featured significantly. Older children were more likely to come to the library on their own or with friends. Age Fig 3.2.2 shows a clear pattern of increasing Membership of the library numbers of children using the library as they got A high proportion of children surveyed (90.6%) had older. This does not match the population profile their own tickets. for this age group in the city, which shows a more even distribution across the age bands, varying only between 13.9% and 14.7% for each year of the total
Percentage of survey respondents and 1991 census (age 5-11) 3.2.2 in specified age groups
25
20
15 %
10
5
0 5 yrs 6 yrs 7 yrs 8 yrs 9 yrs 10 yrs 11 yrs
Children’s user survey 1991 census
78 Perspectives of Public Library Use 2 3.2 Report of a survey of children using the library
Frequency of visits Information books There were two principal preferred options amongst There is an obvious correlation between age and children using the library: 27.2% preferred to coming to the library for information books to take visit weekly while 32.6% preferred to visit once a home, demonstrated in Table 3.2.5 below – which month. Children, especially younger children, were shows the percentage of children for each age dependent on parents to bring them. Only 7.6% of group who said that they came to the library to the children surveyed used the library less than once choose information books to take home. The older a month. 5% of children surveyed were on their first the children, the more likely they were to take ever visit. information books home.
Use in term time Percentage of children, in age groups, Children declared a clear preference for coming to 3.2.5 borrowing information books the library either straight after school or on Saturdays during term time (see Table 3.2.3). This was Age % of age consistent across all the age bands. group 5 9.9 Timing of children’s visits to libraries 3.2.3 6 20.9 7 25.4 Time % 8 37.7 Straight after school 44.3 9 43.0 In the evenings 14.5 10 42.4 On Saturdays 41.2 11 50.4
A higher proportion of boys (40.1%) than girls Patterns of use (35.3%) had come to the library to take an Children visited the library to do several things on information book home. the same visit, and some of these activities are not captured by our current performance measures. Homework For those children who declared that they came Table 3.2.4 shows what children intended to do on to the library for help with homework there was a their visit, not necessarily what they actually did. similar pattern of increasing use by older children (see Table 3.2.6). Children’s intended activities during 3.2.4 visits to libraries
Activity % Percentage of children, in age groups, Story books to take home 60.2 3.2.6 using libraries for homework Look at books in the library 38.6 Information books to take home 37.4 Age % of age Help with homework 27.7 group To choose a storytape 17.2 5 6.5 6 7.8 7 14.0 8 22.0 Story books 9 32.2 The most popular activity was clearly to take story 10 35.1 books home. When we looked at the age profile of 11 44.2 children who came to choose story books to take home, there was a reasonably consistent response from children aged five to ten (ranging from 60.3% ‑ 69.8%), but only 45.4% of eleven year olds said they came to choose story books to take home. Storytapes There was some indication that younger children A higher proportion of girls (65.8%) than boys were more likely than older children to come to the (53.0%) said that they had come to the library to library for storytapes, with 23.9% of five year olds take story books home. At both Key Stage 1 and Key saying that they had come to choose a storytape, Stage 2 more girls than boys chose story books to against 13.3% of eleven year olds. read ‘often’ or ‘very often’.
Perspectives of Public Library Use 2 79 3 : USER SURVEYS: SATISFACTION AND IMPACT
Asking staff for help Children’s success rates in finding Of children responding to the survey, 55% had at 3.2.9 materials some time asked staff for help. The age profile of children asking staff for help shows a clear trend of older children being more than twice as likely to ask 40 staff for help (see Table 3.2.7).
30 Percentage of children asking staff for 3.2.7 help, by age % 20 Age % of age group
5 28.6 10 6 26.4 7 39.3 8 46.7 0 9 57.1 Always Nearly always Sometimes Never 10 64.7 11 79.2 Asking the staff for help did not seem to lead to children having greater success in finding what they were looking for. Fig 3.2.10 below shows children’s When children came to the library on their own or rating of their success in finding something, when with friends they were more likely to ask staff for help they asked staff for help. The picture is very similar than when they came with their mothers, fathers, or to the graph above. brothers and sisters (see Fig 3.2.8).
Who children were with when they 3.2.8 asked staff for help Children’s success rates in finding 3.2.10 materials after asking staff
80 40 70
60
50 30
% 40
30 % 20
20
10 10
0 On own Friend Mum Dad Sibling 0 Always Nearly always Sometimes Never
Satisfaction 23.5% of children declared that they ‘always’ found Staff what they were looking for when searching for 91.1% of children said that the staff were either materials (see Fig 3.2.9). However, the highest ‘always’ or ‘nearly always helpful’. response (39.4%) was for those children who only found what they were looking for ‘sometimes’. Those children who declared that they had asked ‘Sometimes’ could include quite positive and staff for help were more inclined to think that the staff negative levels of response. were helpful. 82.3% of the children who had asked the staff for help found them ‘always helpful’.
80 Perspectives of Public Library Use 2 3.3 Library lapsed-users survey
3.3 Library lapsed-users survey
Sandwell Community Libraries
As measures of the penetration of public library services receive more emphasis, attention is turning to non-users and lapsed users. This is a report of a postal survey of 138 library members who had not borrowed on their library tickets for three years. The survey found that most of those who had apparently ‘lapsed’ were in fact using the library for various purposes other than lending. The main reasons for non-use were connected with access (particularly opening hours) and stock inadequacies.
Library lapsed-users survey, 1997. Available (gratis) from Library Support Services, Sandwell Community Libraries, Town Hall, High Street, West Bromwich, W Midlands B7 8DX.
Aims materials. The most common reasons (selected from a prompted list - see Fig 3.3.3 overleaf) were to use The purpose of this survey was to investigate the reference materials (28 responses) and/or to visit reasons for registered borrowers not using the with children (24 responses). library. The reason for doing this was to investigate methods of encouraging greater use of the library. It was hoped that lessons could also be applied to non‑users.
Methodology 3.3.1 Age and sex of respondents The survey was undertaken by library staff, with support and advice from the Policy and Research Male Unit. Lapsed-users were defined as those who 60 Female had not used their library tickets for over three 50 49 years. 500 randomly selected lapsed-users were sent a questionnaire through the post. Of these, 40 35 138 (28%) were returned. This level of response 30 27 would normally allow the survey results to have an 24 accuracy of plus or minus 8.5%, 95% of the time. 20 However, the results may also be skewed as a result Number of respondents 10 of some types of people being more likely to respond 0 than others. 18-34 35-44 45-64 65 or over Age group The respondents Fig 3.3.1 shows the breakdown of respondents by Have you made any use of the library age and sex. It follows closely the pattern of library 3.3.2 since you joined? membership, except there are more males than females in the 65 or over group. 100 90 The respondents were almost all white, with only one respondent identifying himself as from another 80 ethnic group (i.e. Indian). As the questionnaires were distributed in an entirely random way, there appear to 60 be language barriers in responding to postal surveys. 40 34
Fig 3.3.2 shows that of the 138 people who returned respondents of % questionnaires, 90% have used the library regularly 20 or a few times. These ‘lapsed-users’ do in fact 8 6 use the library, although not necessarily to borrow 0 Regularly A few Once No times
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How have you used the library in the Fifty‑three percent of the responses fell into the 3.3.3 last year? personal category, the main reasons being ‘Don’t have time’ (40 responses) and ‘Tend to buy books’ (28 responses). 24% of the responses fell into the Using reference materials 25 access category, the main reasons being ‘Opening Visited with children 24 hours not convenient’ (17 responses) and ‘Using another library’ (11 responses). In the prompted list Other 19 the only reason which received no responses was Using the photocopier 17 ‘Unhelpful staff’. For personal study 14 When asked (from a prompted list - see Fig 3.3.5) Choosing books for other people 10 what would encourage borrowers to make more use Reading newspapers 9 of the library they were registered with, stock-related or magazines questions appeared most influential, followed by 0510 15 20 25 30 factors related to access. Number of responses
Used library regularly Other What would encourage you to make 3.3.5 more use of the library?
Stock 67 This finding highlights the concerns of using issue statistics as the primary means of evaluating library Access 43 performance. Other measures (such as the number Other 27 of enquiries and the number of visits) must be used Services 20 in judging the success of a library. Personal 0 Fees 0 Personal reasons were the most frequently cited Staff 0 when respondents were asked why they had not used a library (see Fig 3.3.4). The most common 020406080 reasons related to the library service itself appeared Number of responses (more than one per respondent) to be those concerned with access (and in particular opening hours).
Why have you not used a library in the 3.3.4 last year? Sixty seven percent of responses fell into the stock category, with 37 respondents asking for ‘A wider range of books’, 18 for ‘More cassettes and CDs’, and 12 for ‘More videos’. Books should be Personal 79 seen as the highest stock priority for libraries. 43% Access 36 of responses fell into the access category, with 40 respondents asking for ‘More convenient opening Other 20 hours’ - the largest number of responses to any Stock 9 option in this question. These results mirror those Services 2 from the annual library user survey, where the least satisfaction with the service was in the areas of stock Fees 2 and opening hours. Staff 0 Finally, the list of comments (see below) was 0 10 20 30 40 50 60 70 80 analysed, using six main categories, into positive Number of responses and negative comments. These are summarised in Table 3.3.6. There were more positive than negative comments. Fifty percent of the negative comments concerned the stock.
82 Perspectives of Public Library Use 2 3.3 Library lapsed-users survey
Comments about Sandwell Community Performance indicators other than issues need to 3.3.6 Libraries be used in order to assess the success of a service point. The number of visits and the number of Positive Negative Total enquiries are obviously important.
Stock 2 9 11 To discover more about non-users (cf lapsed users) Staff 9 1 10 an entirely new piece of research will be required. Services 6 2 8 Special care will be needed to ensure that the Personal 7 0 7 views of all residents are collected, as cultural and Access 1 4 5 language issues appeared to pre-empt non-White Fees 0 2 2 ethnic groups from responding to the survey. Total 25 18 The two major issues flagged as a barrier to further use were:
1. Opening hours Conclusions 2. Stock Our initial thought that lapsed-users can be defined as those who do not borrow material with their tickets The survey suggests that if we were to improve has been shown to be inexact. The majority of performance in these areas, use of the library people with a library ticket visit the library at least ‘a service would increase. few times’, even if they do not borrow. They use it for a variety of other reasons - visiting with children, consulting reference material, using the photocopier, for example.
Perspectives of Public Library Use 2 83 3 : USER SURVEYS: SATISFACTION AND IMPACT
3.4 Different language, different needs?: a survey of Asian library users
Elizabeth High Hounslow Leisure Services
Generous space is given to this summary, in view of the importance of the subject and the relative lack of information available on it. The full Hounslow report runs to 128 pages. It is an excellent example of local findings which have wider relevance. The survey examines the use and non-use by Asian members of a variety of services. The findings demonstrate the need for the questions to be asked – not least in revealing the highly specialised use of services by many members, and the diminishing interest in Asian language services from Asian children.
Different language, different needs?: a survey of Asian library users, 1995. Copies of the report cost £30 and are available from: Barbara King, Library Management Office, Hounslow Library, 24 Treaty Centre, High Street, Hounslow, Middlesex TW3 1ES.
Aims and methodology The respondents The survey had five very broad aims and objectives Hounslow has a diverse and interesting Asian which were agreed and developed through a community from many parts of the Asian research steering group, containing a member from sub‑continent. The survey showed that this diversity each section of the library service - from customer is mirrored in the library customer base. The largest services to adult lending: group are of Indian origin, with a smaller section of the community originating from Pakistan. Fig 3.4.1 • To look at the ethnic language abilities and shows the ethnic grouping represented in the requirements of Hounslow’s Asian library users sample.
• To look at the current use patterns of the ethnic When the ethnic groups of respondents are language collection compared with ethnic groups in the 1991 census profile, it is clear that the Pakistani community makes • To explore areas of future development of the a disproportionately high use of the library services. ethnic language collection
• To get a general view of Asian library members’ awareness of the current service Ethnic origin of Asian respondents • To collect information about the quality of the 3.4.1 service that the Asian users feel they receive.
The results here are based on a survey conducted Asian other over a two‑week period between 6 to 20 March 1995. Phillipino A total of 451 respondents were interviewed from the Arab Asian customer base at selected Hounslow libraries. Mauritian The interviewing was conducted by a specialist Bangladeshi research agency, Asian Leisure and Arts Planners, Sri Lankan who specialise in the development and execution of Asian other Asian community-oriented projects. Chinese The respondents were randomly selected from the East African Asian customers moving around four libraries at the time Pakistani of interview sessions, which were timed to ensure Indian contact with a wide range of potential users, and 0 10 20 30 40 50 60 70 included evenings and weekends. % Base for % = 451
84 Perspectives of Public Library Use 2 3.4 Different language, different needs?: a survey of Asian library users Fig 3.4.2 shows that there is a balanced use Respondents’ borrowing patterns throughout all of the age cohorts. When this is compared to the borough profile however, it is clear Borrowing patterns from the English collection that there is a disproportionate use by the older The principal focus of the survey was to establish sections of the community. There is also a high use of the ethnic language collection, but it was felt level of use for educational purposes from the 14‑19 that some exploration of the respondents’ English year old categories, who make up a disproportionate borrowing habits should also be examined. As number in the sample compared to the borough a result, the respondents who spoke and read a profile. language other than English were asked about their English borrowing habits, to see if there was a difference in the patterns of use or a specific bias in Age profile of Asian respondents the collection use. Seventy per cent said that they 3.4.2 borrowed English books. The areas of English stock borrowed are shown in Fig 3.4.4.
60+ Subject areas and genres borrowed 3.4.4 from the English collection 45-59
35-44 Age 25-34 Children's fiction 20-24 General knowledge 14-19 DIY
0 5 10 15 20 25 Arts & craft % Romance Base for % = 451 Travel
Gardening The principal focus of the questionnaire was the use of ethnic language materials of both a written Religion and an audio‑visual nature. Ninety‑four per cent of Health & exercise the respondents spoke another language, with only 6% speaking English alone. A large proportion of Cookery the respondents were multi‑lingual, speaking more History than one Asian language in addition to English. The variety of languages spoken are shown in Fig 3.4.3. Computing/technology
Business & economics
Other languages spoken by Asian Fiction/novels 3.4.3 respondents Non fiction
0 10 20 30 40 50 60 % Other
Chinese Base for % = 168
Bengali
Arabic Gujarati Borrowing patterns for the Asian language Urdu collection The respondents who read an Asian language were Hindi asked if they made use of the existing collection of Punjabi books available in their main language. Fifty‑nine 0 10 20 30 40 50 60 70 per cent of the respondents did, and 41% did not. %
Base for % = 425
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3.4.5 Borrowing habits of Asian language Language No. of people % of speakers % of readers % of speakers spoken speaking who could read who used using the language collection collection Punjabi 189 49 59 29 Urdu 70 82 61 48 Gujarati 68 71 38 26 Hindi 41 63 46 29 Bengali 10 80 88 70 Chinese 7 71 60 43 Arabic 5 80 50 40
Base: 390 respondents
The use of the language collections is analysed A general lack of interest was also a common reason above, assuming that the respondents predominantly for non‑use. It highlights non‑use of the Asian borrowed books in their own language (see collections as a particularly difficult issue for policy Table 3.4.5). or product development initiatives to deal with. It is clear that the choices made about the collection are based on lifestyle and priorities of the individual. Non-use of the Asian language collection These are commonly given reasons for not using Ninety‑eight (41%) of respondents did not make use libraries more generally, and are variables over of the Asian language collection despite being able which the library service has no control or influence. to both speak and read their main Asian language. They were asked why, and the main responses are The respondents were asked what the library service shown in Fig 3.4.6. could do to encourage them to make use of the ethnic language collections (see Fig 3.4.7). The decision about use of the collection emerged as one of personal choice, with a resolute statement from Reasons for not using the ethnic 3.4.6 language collection 36% of non‑users that nothing could encourage use.
Poor quality Ways of encouraging ethnic language 3.4.7 borrowing among Asian language Didn't know available readers
Read book in library
Prefer English books Nothing Prefer non fiction If I have time Poor selection Don't know Buy own books Not interested Not interested
More up to day stock No time
0 5 10 15 20 25 30 35 Will use in future % Improve quality Base for % = 98 Other
0 5 10 15 20 25 30 35 40 % The most common single explanation for non‑use was the respondents’ lack of time. This was Base for % = 98 particularly common among women, and those in the 25‑34 age range, who are those most likely to be in the middle of their career or fulfilling the role of a full Fourteen per cent said that when they have time time carer in the family. they will borrow the books. This response was particularly common among the younger groups of students who were currently concentrating on their studies, which centred on the English stock.
86 Perspectives of Public Library Use 2 3.4 Different language, different needs?: a survey of Asian library users The ethnic collection borrowing patterns Overall satisfaction with the ethnic 3.4.9 language selection One hundred and forty‑three respondents borrowed books in their main language. This group was asked how often they used the collection. The largest Very dissatisfied single group borrowed ethnic language books on a monthly basis. The overall pattern is shown in Fig 3.4.8. Dissatisfied
No opinion The frequency of borrowing Asian 3.4.8 language books Satisfied
This is my first visit Very satisfied
Less than once a month 0 10 20 % 30 40 50
Once a month Base for % = 143
Once a fortnight Customer suggested improvement to the range Once a week of books The 53 respondents who expressed some level of More than once a week dissatisfaction with the range of books were asked
0 5 10 15 20 25 30 how it might be improved. The main responses are
% shown in Fig 3.4.10.
Base for % = 143 The main request seemed to be simply an increase in the actual number of books available, with Sixty‑nine per cent of the respondents borrow books 49% suggesting this development. Thirty‑eight once a fortnight or less often, which suggests that per cent also wanted to see more authors, with although there is a high daily presence of the Asian particular emphasis on newer and younger writers. community in the libraries, the borrowing patterns Twenty‑three per cent backed this up by suggesting are similar to those of the population as a whole - that the whole stock needed to be more up to date. as revealed in a 1992 library users survey. Daily use is not common, and is predominantly related to periodical and reference books, with borrowing being Customer suggested improvements relatively infrequent. Twenty‑eight per cent however 3.4.10 to the ethnic book range do borrow Asian language books once a week or more.
Have more book
More writers
Satisfaction with the range of ethnic More up to day stock adult books More classical literature The respondents were asked how satisfied they More non fiction were with the range of ethnic language books which were available in the libraries. The overall responses More Hindi literature are shown in Fig 3.4.9. More in branches
Forty‑nine per cent of the respondents described More poetry themselves as satisfied. A third of respondents Other
(33%), however, described themselves as 0 10 20 30 40 50 dissatisfied, with a further 4% claiming to be very % dissatisfied with the range of books available. This Base for % = 53 represents a significant level of dissatisfaction. The highest level of dissatisfaction was amongst Urdu readers.
Perspectives of Public Library Use 2 87 3 : USER SURVEYS: SATISFACTION AND IMPACT Satisfaction with finding specific books Use of the children’s library service The general level of satisfaction with the arrangement of stock was higher than the One hundred and twenty nine people - a third of satisfaction with the range. Of 143 respondents, the respondents - were parents or carers of a child 45% were satisfied and 6% very satisfied; 21% were under the age of 14, and 83% (107 carers) borrowed dissatisfied and 6% very dissatisfied. English library books on behalf of the children in their care. Only 17% did not. There was a large percentage of respondents (25%) who did not have an opinion. The interviewers Despite the high level of use made of the English commented that some respondents found it difficult collection, the take-up of the ethnic language texts to answer this question because they do not on offer was less encouraging. Only 18 respondents specifically come to the library to look for a title but - 14% of those with the responsibility for a child tend to borrow what interests them on the day or is aged under 14 - borrowed ethnic language books on available. This was suggested as a cultural factor behalf of these children. The respondents who did in Asian library use: selection was based on general not borrow ethnic language books for their children browsing in the majority of cases. were asked if there was any particular reason they did not make use of the stock. Their responses are Subject areas requested shown in Fig 3.4.12. The respondents were given the opportunity to suggest any particular subjects or authors they would like to see available or improved in the ethnic Reasons for non‑use of the ethnic 3.4.12 language children’s stock language collection. The main subjects are shown in Fig 3.4.11.
Children only read English Main subjects requested to enhance 3.4.11 the ethnic language collection Children not interested Didn't know available
Children too young Religion School work more important History No time to teach them Health & exercise
Cookery Needs simple picture books
Classics Prefer to buy books
Poetry Other
Romance 0 10 20 30 40 50 60 70 Family sagas %
Travel Base for % = 111 Arts & crafts
Science subjects
Other The main reason, given by 68 respondents 0 10 20 30 40 50 60 (61%), was that the children could not read any % language other than English. Thirteen per cent Base for % = 91 (14 respondents) expressed a view that lack of interest from the children prevented the adults from encouraging use of the ethnic language books. The The most commonly suggested option by far was current stock was not seen as exciting, interesting religion. There was a clear demand for religious or relevant by the children. Twelve per cent of those books, both in ethnic languages and in translation with children did not borrow books because they format. There was also a desire for books which were unaware that a selection of ethnic books aimed looked at the philosophy behind religion. at children was available.
History was highlighted, particularly by the older The non‑users were asked if there was anything generation. There was a clear library use culture which would encourage them to use the children’s emerging for older male users: spending time in ethnic language collection. Their responses are the libraries reading the newspapers for up to date shown in Fig 3.4.13. analysis of their countries of origin, and in using the reference collection for historical analysis.
88 Perspectives of Public Library Use 2 3.4 Different language, different needs?: a survey of Asian library users
How to encourage use of the Again the issue of time is considered important 3.4.13 children’s ethnic collection in the use of resources. Research focusing on general leisure participation has shown that people from ethnic minority communities tend to have less Nothing available leisure time than other sections of the If children learned language community, based on their work patterns and their May in future domestic responsibilities. Twenty‑nine per cent If children became interested of the respondents did not make use of the Asian
Don't know interest periodicals because they could not fit it into their time schedule. Not interested Better choice Thirteen per cent felt that they preferred to buy Asian If I had more time newspapers and magazines to read at home in their
Induction own time and in a more relaxed environment than the busy and (some commented) noisy environment. Other
0 5 10 15 20 25 30 35 The non‑users were asked what the library service % could do to encourage the use of the Asian interest periodicals. Again the main responses were Base for % = 111 negative and reinforced a general lack of interest and unwillingness to use the services. Of 182 respondents, 29% said ‘nothing’ could be done, 19% Thirty‑two percent (35 respondents) said that there said they were ‘not interested’, and 18% ‘had no was nothing in particular that would make them time’. borrow children’s ethnic books, as the factors which currently prevented them from using the The Asian interest periodicals were read relatively collection were not within the control of the library frequently by the respondents. Fig 3.4.14 shows that service, but related to the other demands on their almost half of the respondents used the periodicals time. The other main problem was the fact that the on a weekly basis. majority of people had a limited command of reading ethnic languages themselves, despite many being Frequency of reading Asian interest multi‑lingual on a spoken level. 3.4.14 periodicals The fundamental issue was the ability of the children to learn the language and the opportunities for them to do so. Twenty‑four percent said that they would Less than once a month definitely use the resources if the children were taught the language. Fourteen per cent felt that Once a month they would not actively encourage their children to borrow ethnic language books, but that they would Once a fortnight be supportive if their children showed an interest in learning the language, or in looking at the ethnic Once a week collection. They were unwilling to force their children to look at the Asian collection. 2 to 3 times a week
Every day Use of periodicals 0 10 20 30 40 50 Sixty‑five per cent of respondents read English % language periodicals - either newspapers or magazines - in one of Hounslow’s libraries. Base for % = 208
Fifty‑three per cent of respondents who read an Asian language used the Asian interest magazines The respondents who read Asian interest and newspapers. periodicals were asked how they felt about the range currently provided: twelve respondents (6%) As with most of the other services, the principal were very satisfied; 112 (54%) were satisfied; 58 reason given for non-use was a general lack of (28%) dissatisfied; and four (2%) very dissatisfied. interest expressed by 36% of the respondents. Twenty‑two (11%) had no opinion.
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The 62 respondents who were dissatisfied with Slightly more - 27% - had borrowed Asian language the range of periodicals available were given the videos from their local library. opportunity to suggest ways that the collection could be improved. The suggestions made are shown in Two‑hundred and eighty‑five respondents did not Fig 3.4.15. borrow Asian videos. The reasons for their non‑use are shown in Fig 3.4.16.
3.4.15 Suggested improvements to the periodical collection from 3.4.16 Reasons for non‑use of the Asian dissatisfied readers videos
More variety Use video shop More copies of main titles Not interested Papers hard to get hold of Don't like Asian films Keep up to date No time Modern youth titles in English Don't have video
More at branches Have TV Asia
More Gujarati titles Shops cheaper
Other Didn't know available 24hr return restricts 0 10 20 30 40 50 60 % Out of date choice
Base for % = 62 Shops convenient Not available in branch
Buy videos The main suggestions were general, with 56% suggesting that the whole collection needed Other more variety. The issues particularly raised were 0 5 10 15 20 25 the re-introduction of the Times of India and Hindustan Times and Tribune at one library. Twelve % respondents specifically raised the issue of their disappearance from the range offered in the library. Base for % = 285
There was again displeasure expressed - not with the range of titles available but with problems of Twenty-two per cent of respondents referred to access to the current collection. Thirty‑four per cent the ample supply in local video stores, which were wanted to see more copies made available of the described as more convenient. Six per cent of the main titles which people read, and 13% complained non‑users pointed out that they were significantly again about the papers being held by other readers cheaper. and making it very difficult for the casual and time pressed reader to gain access to a copy. This was Again one of the principal explanations for non‑use particularly expressed by younger people. The was a general lack of interest in Asian videos other main issue which was raised about periodicals -expressed by 19%, with a further 12% who did not was the delay in the titles reaching the library. Ten enjoy watching Asian style films. per cent of respondents pointed out that the copies needed to be more up to date and that the titles The non‑users were asked what the library service were available in the local shops well in advance of could do to encourage the use of the Asian video making it to the library shelves. collection. Again the main responses were negative, and reinforced a general lack of interest and Use of video collections unwillingness to use the services. Sixty‑three per cent of respondents said that there was nothing that Only 25% of respondents borrowed English the library could do to encourage their use – either language videos from the relevant libraries in the because they were not interested or because they borough. There were no statistical differences in the borrowed videos from other sources which were use and non‑use patterns at the specific branches more convenient and less expensive. where collections are available.
90 Perspectives of Public Library Use 2 3.4 Different language, different needs?: a survey of Asian library users
How to encourage use of the Asian Thirty‑seven per cent of the respondents said that 3.4.17 videos they preferred to buy cassettes and CD’s of Asian music because they were very cheap, around £1 to £1.50 per item. The other reasons for buying were Have latest releases that people liked to own their own music, and also Longer hire period felt they could be more sure of the quality.
May borrow in future Seventeen per cent of the respondents said they did not need to borrow from the audio collection because Cheaper price they constantly had Sunrise Radio, which provided Documentaries a mixture of up to date and traditional programming alternatives. Don't know A group of younger respondents commented on Don't have a video how out of date the selection was, and suggested
More classics that they wanted to see more modern Asian bands featured in the collection, and less emphasis on Have a branch the film soundtracks - which they felt dominated the current selection. Larger selection The respondents who used the Asian audio Other collection were relatively infrequent users, with 62% 0 2 4 6 8 10 12 14 16 (of 130 users) using the collection once a month or % less, 22% once a fortnight, 17% once a week, and Base for % = 106 2% more than once a week.
One hundred and six respondents did make positive The respondents who borrowed Asian audio suggestions about how they might be tempted to resources were asked about their satisfaction levels. use the collection. Their comments are shown in The majority of the respondents (58%) were satisfied Fig 3.4.17. with the current state of the Asian audio collection, but 29% were dissatisfied. Use of audio collections Identifying problems with the library Only 27% of respondents borrowed English language and music cassettes or CD’s from their service local libraries. Slightly more - 33% - had borrowed The survey wanted to highlight any significant Asian audio resources from their local library. The problems in the library service, and to focus the reasons for respondents’ non‑use were explored and respondents’ minds on any important issues where are shown in Fig 3.4.18. more work was needed to develop a quality and customer‑focused service. The respondents were Reasons for non‑use of the Asian asked to think of anything they disliked about any 3.4.18 audio collection aspect of the service. Three hundred and forty‑five respondents answered the question but 61% said that there was nothing they disliked at all. The Prefer to buy analysis of the main issues raised is based on a Not interested sample of 133 respondents who were able to think of an element of the service they disliked (see Listen to Sunrise radio Fig 3.4.19 overleaf). No time
Don't like Asian music
Didn't know available
Out of date
Poor choice
No classical music
Not in branch
Other
0 5 10 15 20 25 30 35 40 % Base for % = 260 Perspectives of Public Library Use 2 91 3 : USER SURVEYS: SATISFACTION AND IMPACT
3.4.19 Experiences that customers dislike in libraries
Too noisy * Problems with Periodical section Lack of school/academic books Queuing Staff unapproachable Stock out of date Lack of study space Limited opening hours No toilets Fines and reservations Late notification of overdues Badly organised stock Other
0 2 4 6 8 10 12 14 16 18 % Base for % = 133 * newspapers used by a group of regular users in a way which excludes other users
Identifying positive elements within the library service The survey also explored areas where the customers Three hundred and eighty‑eight respondents were particularly pleased with the service. This was answered the question, and the analysis of the intended to reveal areas where policy is currently main issues raised is based on their views (see operating successfully, and to offer opportunities to Fig 3.4.20). build on already effective approaches and products.
3.4.20 The most appreciated elements of the library service
Safe Asian music English stock Clean Asian videos Computers Study area Periodical section Layout Children's library Convenient Information Asian magazines Asian books Good atmosphere Quiet and spacious Large stock Good overall service Staff are good 0 5 10 15 20 25 %
Base for % = 388 92 Perspectives of Public Library Use 2 3.4 Different language, different needs?: a survey of Asian library users Identifying areas for improvement the general English language stock is highlighted for expansion by a larger selection of the population The survey has thrown up a wide range of comments than the Asian specific stock. This suggests that the about the stock, the service, and the range of future needs of the population are not necessarily facilities available in Hounslow’s libraries. In an going to be Asian language texts, as the younger attempt to identify the most significant issues, the generation appear to have only a limited command survey asked respondents to select the one thing of ethnic languages - but a re‑focused stock which that they would most like to see improved. There caters for the cultural and educational aspirations of was again a wide variety of responses. The largest the next Asian generation. single response was a clear endorsement of the existing service with 18% of the respondents suggesting that there was nothing they could think of that needed improvement. Table 3.4.21 is based on the views of the 276 respondents who made a definite comment about service improvements.
Most requested service 3.4.21 improvements
Suggested improvement No. % Wider range of up to date books 44 16 More academic stock 41 15 Longer or later opening 31 11 More Asian language stock 29 11 Wider range of up to date periodicals 26 9 Be strict with noisy youth groups 21 8 More computers 20 8 More and better study areas 16 6 More children’s facilities 11 4 Wider range of audio 10 4 More helpful and friendlier staff 10 4 Group study area to talk in 10 4 More copies of English newspapers 9 3 More classical and quality Asian stock 9 3 More staff for fewer queues 6 2 Asian stock 6 2 Better stock arrangements 6 2 Cheaper hire costs for audio visual 6 2 More Asian focused English stock 5 2 Wider range of videos 4 1 Toilet provision 4 1 Other 35 13
Base for % = 276It is interesting that
Perspectives of Public Library Use 2 93 3 : USER SURVEYS: SATISFACTION AND IMPACT
3.5 New measures for the new library A social audit of public libraries
Rebecca Linley and Bob Usherwood Centre for the Public Library in the Information Society Department of Information Studies, The University of Sheffield
This was the most significant piece of research amongst a batch of ‘social impact of libraries’ projects funded by BLRIC in 1997 and 1998. A quotation from the write-up - Generalising from qualitative findings is an impossibility - suggests the difficulties of summarising the work, which was wholly comprised of interviews with elected members, staff and users in two library authorities. Readers are referred to the report itself for all the detail of these interviews. It is to be hoped that these qualitative findings will shortly be joined by some parallel quantitative work.
Linley, Rebecca and Usherwood, Bob, 1998. New measures for the new library : a social audit of public libraries. ISBN 07123 97124, Sheffield: Dept. of Information Studies, University of Sheffield, BLRIC report 89, £20.
The objectives of public libraries are notoriously It has been carried out via two separate but related vague, but official statements issued by national projects in the City of Newcastle upon Tyne and and local governments have often included phrases the County of Somerset. The two authorities offer that imply both economic and social objectives. The considerable contrasts in terms of geography, activities of public libraries have been assumed to demography, politics and the local economy. The have merit, but relatively little is known about the methodology has therefore been tested in both rural actual impact of such services on individuals or local and inner city areas. communities. Making use of a form of social audit, this project evaluates library services in a new way. The basic approach has been to cross-check the Rather than relying on outputs, such as the number views and perceptions of selected stakeholders of books issued, it examines the outcomes, the to ascertain how far these objectives have been impact and value of public libraries. achieved. The key stakeholders for this study were:-
The survey attempts to demonstrate how far ideas • elected members (local politicians) about libraries have been reflected in practice, and • library staff to ascertain the degree to which aspirations are translated into achievements. • groups of library users and non-users.
The research had three objectives: Established functions In this section, using data obtained from the study, 1. To develop a tool for measuring the social impact the impact of the ‘established’ roles of the library of library activities in relation to objectives. - i.e. education, literacy, information, leisure and 2. To investigate the social and economic impact of culture – is considered. public libraries. There was support, from all categories of 3. To investigate how far a library’s activities, in respondent, for the library as a centre of cultural practice, contribute towards the achievement of life, and in Newcastle many politicians saw the its social objectives. library service as a vehicle for cultural regeneration. This support, however, was largely expressed as a The basic research premise was to use a ‘social general perception of the value of local promotion process audit’ to analyse the goals (aims), inputs of, and participation in, cultural activities, and of the (resources), outputs (the programme or service) library as an appropriate centre for these activities. and outcomes (actual experience) of the public library and information service – see the overview of Adults’ and children’s education needs are largely research design in Fig 3.5.1. joint impacts with educational providers, and
94 Perspectives of Public Library Use 2 3.5 New measures for the new library the library might be more important in an area classes but not that it already provided this. where there are fewer educational resources. The educational impact of the library service in Focus groups suggested the enduring popularity of both locations was restricted by factors such as leisure reading. The library remains important as inadequate workspace, lack of reference materials a source of free reading material. These benefits and PCs, and limited opening hours. were especially seen by and for economically inactive people, who were seen as having both lower The responses of both parents and library staff incomes and more leisure time. In Newcastle, these suggested that using the library helped develop cost related benefits were also seen in terms of children’s reading ability. In Newcastle, where audio-visual items, which people could not otherwise concern about literacy levels was expressed in afford to buy or rent. both Council statements and by the general public in focus groups, it was felt that the library was a suitable ‘non-stigmatised’ place for adult literacy
3.5.1 Overview of research design
Social objectives of authorities
Identification of case Literature review study areas community profiling Identification of stakeholders Pilot Design of interview schedules Interviews: politicians and staff
Design of interview guide Focus groups Report by research staff in Newcastle
Interim report
Workshop discussion
Additional work on Interim report for business information and local studies National Libraries week identification of stakeholders interviews and focus groups
Final draft report
Steering group discussion 1
Final report
1 There were also steering group meetings throughout the course of the project.
Perspectives of Public Library Use 2 95 3 : USER SURVEYS: SATISFACTION AND IMPACT
As with the educational impact of the library, the communities felt that library materials and exhibitions effect of its information provision was influenced created greater understanding between different by the availability of other provision. In Newcastle, cultural groups. other information providers, like neighbourhood housing centres, had a key role in local information The library service in both Newcastle and Somerset provision, although the importance of the City supported community groups and activities, and Library for career and employment information there is evidence to suggest that it built confidence was frequently referred to. In Somerset, there was in individuals which might then have an effect on the evidence that many libraries acted as a general wider community. noticeboard and information point for the local community. In both areas, many respondents saw a The importance of the library in sustaining local ‘contingency’ value to the library, and felt that it was identity was observed in both case study areas. a ‘non-stigmatised’ provider. The presence of the library was seen as important in maintaining community self esteem, especially Social and caring roles in areas which lacked other local facilities and Despite the fact that the social aims of the library resources. service are more explicitly stated in Newcastle, the data from both authorities indicate that the There was much evidence of the library’s benefits library is of social value to the individual and the in terms of psychological health and well-being, wider community. The social impact of the library especially for isolated and vulnerable elderly and comprises a number of elements. In considering disabled people. these we make use of some of the broad themes Economic impact identified by Comedia in their work on the social The initial audits, in both authorities, tended to impact of the arts (Matarasso, 1997a). These are:- yield very general statements about the economic • Personal development This covers aspects of impacts of libraries, especially in relation to business individual change such as education, skills, services. These general perceptions were examined confidence and social networks. (This theme further in the investigation of business information obviously overlaps with the above discussion of services, undertaken as part of the second phase of the educational impacts). the project. This concentrated on services provided by the Business and Science Library in Newcastle, • Social cohesion This concerns issues such and the reference library in Bridgwater. The as connections between people and groups, additional work on local studies services also yielded intercultural and intergenerational understanding, further material on the way the library service and fear of crime. contributes to the local economy.
• Community empowerment and self-determination The library staff identified four key categories of use which addresses organisational capacity building, of the business library - that is by businesses, job consultation and involvement in democratic seekers, students and consumers of companies’ processes and support for community-led products and services. initiatives. One of the most clear-cut areas of economic benefit • Local image and identity which deals with sense to businesses was in the area of British Standards of place and belonging, local distinctiveness and and Euro Norms. the image of public bodies. In both authorities, there was evidence of • Health and well-being These aspects are co‑operation with other business information and summarised by Comedia (Matarasso, 1997b). advice providers, to help prevent duplication of services. The library’s impact on personal development can be seen in examples of individuals gaining new skills In both authorities, there was evidence that the and confidence. Library staff, especially those with library service brought particular benefits to new specialist work interests, were also instrumental in and small businesses which were less likely to have developing ‘communities of personal interest.’ access to the resources provided by membership- based organisations like Chambers of Commerce. The library also had a more general impact as a place where people meet and share interests. As Newcastle’s library service seeks to contribute to the such it was described as ‘part of the cement in the economic regeneration of local communities, but the social fabric.’ It was also very much a social centre extent to which this had been achieved was difficult especially for elderly people. to establish. In the wards studied, only one of the four branch libraries was situated close to the main The focus group drawn from the ethnic minority
96 Perspectives of Public Library Use 2 3.5 New measures for the new library local shopping area. In this one ward, the library to disabled access at many of the libraries. The had been refurbished as part of a redevelopment focus group discussion with people with disabilities of the shopping centre. It would require further and carers confirmed that there were obvious and investigation to ascertain whether or not these immediate impacts following such improvements. improvements to the library and its surroundings had This focus group’s greatest concern was, however, had a beneficial impact on the retail outlets in the about lack of consultation on access issues. centre. In both Newcastle and Somerset, respondents gave In Somerset, by contrast, the data suggest that individual examples of the benefit of library materials the library has a discernible economic impact in such as large print and spoken word collections on supporting local shopping. In one particular area, people with sensory disabilities. the parish council’s support for one library, perceived as being threatened with closure, was mentioned in In Somerset, a core principle of the local authority an economic context. is to use decentralisation to improve access to services, especially in rural areas. The geographical A Household Survey found that the library was the penetration of the library service itself was seen as most used leisure facility in the area (in Somerset a particular strength by local politicians across the County Library Service, 1997). Such evidence political divide. There was general support for the supports the conclusion that in some of the Somerset value of mobile services, and this was confirmed by locations, the usage of the library did translate into a focus group participants. positive economic impact in relation to local retailing. People did not just combine shopping trips with In Somerset the main reference services are divided visiting the library, but the library was an important between the four largest libraries and the library factor in deciding where to shop. service would argue that by dispersing the service in this way, rather than from just one centre, it was The data also suggest that the library service delivering a more equitable service to the County’s supports the local tourist infrastructure in Somerset. geographically dispersed population. This was seen not just with the Tourist Information Centre in Taunton Library, but also in places Broader definitions of equity may encompass issues which had some tourist activity but did not have a of ‘neutrality and fairness between different groups.’ dedicated centre. In Newcastle, an awareness of the groups and The investigation of local studies services suggested individual communities prioritised by the City other ways in which the library service brought Council was shared by library staff as well as indirect benefits to the local leisure economy. elected members. For instance, one member of staff summed up the priority groups as ‘mainly The findings on the economic impact of library unemployed people, elderly people, children services are tentative and somewhat inconclusive. and young people, ethnic minorities.’ At a City- Investigating the diverse economic impacts of the wide level in Newcastle, one way in which library public library appears to be a worthwhile direction for policy supported this ‘community’ priority was future work. that resources were allocated on a ward basis, irrespective of usage. Equity Most modern statements of library purpose suggest In Somerset, the notion of equity between groups that it is the role of the public library to provide is implied by the reference, in the authority’s core equality of access to the wealth of information, principles, to citizens not being ‘handicapped by ideas and works of imagination. If equity is narrowly social, economic or other disadvantages.’ defined as due process or administrative justice the data show that library services, in both authorities, The potential relevance of libraries to unemployed are delivered in a fair or equitable way. people was highlighted in many interviews in both authorities. But, in Somerset, staff doubted the In Somerset, the emphasis of the authority’s core extent to which, despite this kind of demographic and principles is on equitable access to service delivery. social change, unemployed people used the library But there are a number of constraints on effective for leisure or information. access which can work against the equity concept. These include physical, geographical and economic In Somerset there was a strand of opinion which, barriers. although not expressed that widely, suggested that the library service was not as open and inclusive as In Newcastle, many local politicians voiced criticism many other respondents felt it was. of the facilities for physical access to library buildings. In Somerset, elected members and Newcastle politicians saw the libraries’ provision of library staff repeatedly referred to the improvements materials in mother tongue languages as extending
Perspectives of Public Library Use 2 97 3 : USER SURVEYS: SATISFACTION AND IMPACT ethnic minorities’ access to Council services. But Management and other issues affecting impact the general perception of elected members was that The data suggest that the extent to which the public people from ethnic minorities under-used the library. library service fulfils its social objectives depends, Library staff, on the other hand, commented on the to some degree, on how the service and the local large numbers of children from Asian backgrounds authority are managed, and also on other factors using certain libraries. Participants also thought that outside the immediate control of library staff. Factors children’s English language skills could be improved which have been identified as helping or hindering as a result of using books and videos from the the attainment of social objectives include:- library. • Resources Some groups prioritised by Newcastle City Council did not welcome the idea of being identified as • Marketing and awareness of the service having special needs. In Newcastle, staff and politicians referred to the library’s relevance to lone • Library rules and culture parents, emphasising the importance of the largely • Structure free service and a non-stigmatised environment. But the feeling of many lone parents was that they did • Staff attitudes not wish to be identified as having particular needs. • The relationship with local politicians Young people were perceived by elected members and library staff as under-using the library. There • Fear of crime was widespread concern about a perceived ‘ageing’ of library users, with a consensus that young people • Location. did not see the library as relevant to their needs. Although younger children used the library, there was Making use of the findings a stage when most stopped going there (this stage A social audit can help library managers monitor was put at between about 12 and 16, in different and guide the service, improve the way the value interviews). of the service is reported to policy makers, enable stakeholders to make a judgement on the service, In both case study authorities, young people from and affect organisational behaviour. In short it can detached youth projects were interviewed. In help improve the social performance of the public Somerset, if they used the library it was for education library. or to borrow CDs - which they were rather more enthusiastic about. They were also critical of the An objective quantification of concern or social library’s image and associations. need is not possible, but it is practical to develop a framework for an informed value judgement. For the Newcastle focus group there were – despite The success or failure of this, in practice, will a high incidence of reading as a leisure activity - very be influenced by the research culture of the strong barriers to using the library, suggesting the organisations concerned and the available research difficulties that some people may have dealing with infrastructure and experience in - for instance what they perceived to be an agency of authority. - running focus groups. Fig 3.5.2 represents There was a view, found across the broad range of current thoughts on this framework. Using this our respondents, that older people belonged to the framework has enabled the surveyors to identify ‘library generation’. some of the matches, mismatches and differences between social objectives of local authorities, and Other evidence to support older age groups’ loyalty the intermediate and final outcomes of the library to the public library and the high value they place services they provide. on it has already been identified in our discussion of its social and caring role. In conclusion, the data suggest that the library is perceived as providing References equity for most older people, those with disabilities Matarasso, F. (1997a). Use or ornament? The and people from ethnic minorities. A sense of equity social impact of participation in the arts, Comedia: impact is felt less strongly by lone parents and Bournes Green, Stroud. unemployed young people. Matarasso, F. (1997b). Beyond book issues: the social potential of library projects, p.4 Comedia: Bournes Green, Stroud.
98 Perspectives of Public Library Use 2 3.5 New measures for the new library
3.5.2 Framework for an informed value judgement
Social objectives of local authority e.g. Council policy, mission statements etc
Needs analysis e.g. Community profiles, marketing activities
Context e.g. Central Government policy economy environment organisational culture
Supply indicators Number of staff bookfund etc
Management e.g. style Service patterns culture e.g. centralised structure decentralised quality marketing
Output indicators book issues number of visits reference enquiries
Intermediate outcomes (getting started) child reads people meet
Variables Variables
Final outcomes community confidence child becomes employed social cohesion
Perspectives of Public Library Use 2 99 3 : USER SURVEYS: SATISFACTION AND IMPACT
3.6 What do people do when their public library service closes down? An investigation into the impact of the Sheffield Libraries strike
Richard Proctor, Bob Usherwood, Gill Sobczyk Department of Information Studies, University of Sheffield
Whereas many library surveys look at use of services, this one examines what happens when services are withdrawn. Of particular interest are the behaviour of users deprived of their library, their search for alternative sources of materials and their alternative activities, and an analysis of the importance of libraries to their users.
BLR&D Report 6224, 1996. Available from the British Thesis Service, The British Library, Boston Spa.
On 5 June 1995 strike action by the staff of Sheffield • What impact did the loss of service have on Libraries and Information Services caused the users’ quality of life? closure of almost the entire service. Staff returned to work on 2 August. • Were any differences in behaviour and attitudes revealed which were dependent on The primary aim of the present research was to the nature of specific communities? increase the knowledge of library managers and professionals about user behaviour and attitudes. 3. What did the strike reveal about public and media We were particularly interested in changes in attitudes to the library service? behaviour and attitudes that occurred as a result of the service closure. • How was the service loss reflected in the media? The research attempted to answer the following specific questions: • How was it reflected in user complaints and comments? 1. To what extent might service disruption affect established patterns of library use and behaviour? 4. How important are libraries to the local infrastructure? • What efforts were users prepared to make to replace lost services from: • Do library closures effect users’ frequency of a) other libraries, and b) other sources? visits to their local centre?
• How far did the service disruption change • What is the impact of library closures on the users’ attitudes to the service? local retail economy?
• How did the service disruption affect people’s choice of leisure activities? Methodology • To what extent might it affect the way people We decided that a combination of quantitative and use the service in future? qualitative techniques was the most appropriate strategy to achieve the aims of the research and 2. How important are libraries in the lives of library to gain the richest picture of the impact of service users? loss. Qualitative data provided an understanding of the impact of the closure from interviewees’ own • Which library services did users miss most? perspectives. By analysing quantitative data we • What efforts were library users prepared to were able to determine how far the qualitative data make during the strike to secure alternative reflected a more general pattern. sources of books and information? The choice of five service points (Central • To what extent did non library-related activities Lending Library, Broomhill, Darnall, Southey, and replace library use? Waterthorpe) for participation in the research survey was made.
100 Perspectives of Public Library Use 2 3.6 What do people do when their public library service closes down?
The research methodology comprised four main Comments and complaints analysis elements: Sheffield Libraries encourages, records and analyses comments received about the service on a quarterly Semi-structured interviews with library users basis. The research analysed the returns for July - Interviews were carried out with 518 library users September 1995 to seek additional evidence of user returning library material to the community libraries attitudes to the stoppage and to the service. and the Central Library in the four week period following the re-opening of Sheffield libraries on 2nd August. Changes in user behaviour resulting from service disruption Semi-structured interviews with telephone The user survey identified what distinctive changes enquirers took place in the behaviour and habits of library Since so many reference enquiries are made by users during and because of the strike. A distinction telephone we felt that a separate survey of this was drawn between alternative activities (those group of users was required. Library staff recorded not directly related to library use) and replacement details of enquirers willing to participate in a activities (those which sought to replace the lost telephone survey over a two week period following services with a similar service). the reopening of the libraries. A sample of these (38) was interviewed over the telephone. The survey asked if anything had taken the place of library activities during the closure. 243 respondents Telephone interviews with staff at libraries in the (47%) did not find a replacement, 226 (44%) found region other means of reading or replacing specific library Librarians from academic libraries in Sheffield services, and only 49 (9%) found a replacement in and other major public libraries in the region were the form of a non-library oriented ‘leisure’ activity. interviewed by telephone to gain their observations of the impact of the Sheffield library closure on their Alternative activities services. Of the 49 users who volunteered alternative activities, 25 said they had found more than one Interviews with staff in book shops alternative. 26 (53%) of the 49 had participated We interviewed staff from a sample of five book in more outdoor activities (eg gardening, walking), shops in Sheffield, by telephone. 14 (29%) in craft based activities, and 21 (43%) Charting of books on loan data watched more TV (fewer than 4% of total The research tracked the return of books still on loan respondents). at the time of service closure. The objective was However, when all users were asked directly if they to determine whether the percentage of books not had watched TV more than usual, 108 (21%) said returned was greater than the percentage of books they had – and 100 (19%) had listened to more normally written off stock through non-return. radio. Charting of issue data Replacements for lost library services Book issues were plotted monthly, from February The research examined the efforts users made 1992 to January 1996, for a sample of eleven to replace services lost as a result of the closure community libraries. and identified the extent to which both alternative Using Minitab software a seasonal autoregressive libraries, and sources other than libraries, were used integrated moving average (SARIMA) model was to acquire information or reading material. fitted to the issue data up until the library closure in One approach used in the study, to assess people’s June 1995, and then forecast for a six month period willingness to travel to use alternative service points, following resumption of library services until January was to measure the extent to which users transferred 1996. Comparing the issue forecast with actual to Hillsborough and Parson Cross - the two libraries issues from August to January 1996, we were able remaining open in Sheffield for the duration of the to assess the effect of the library closure on issue strike. trends and test the robustness of findings in the user survey. It was calculated, from management information, that about 17% of Hillsborough’s active users are Media coverage registered at other libraries in the city. This figure Local newspapers were scanned regularly (Sheffield was based on the average for six months during Star, Sheffield Telegraph, Yorkshire Post) for news 1994. During the period of the strike active users items, editorials, readers’ letters, etc on issues registered at other libraries rose by over a third to related to the closure. 24%.
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Using the same method of calculation, the proportion Category 9 - percentage derived from number of of Parson Cross users registered at other libraries users who use the library as a place to study. rose from 12% to 13.3%, an increase of nearly 11%. Category 10 - percentage derived from those users In the user survey, an open-ended question asked who borrow videos. users how they replaced the services not available to them during the closure. Responses are Category 11 - percentage derived from those users summarised in Table 3.6.1. Of the 226 people who who read magazines and newspapers. replaced their libraries with some other activity, 62 (27%) visited other libraries (16% school or university Category 12 - percentage of those who borrow tapes libraries, and 11% other public libraries). However, or CDs. 47% did not replace their library services. Categories 13-15 - it could only be determined Where practicable, the percentages in Table 3.6.1 on an individual basis which service users were are derived from the number of users who use the replacing. For instance it could be borrowing books, associated services: using reference material or reading newspapers or magazines or indeed a combination of purposes, and Categories 1-8 - percentages derived from the hence the percentages relate to the 226 users who number of users who said they borrowed books. did replace services with a related activity.
3.6.1 Replacements for library services
Category Replacement All Library no. categories users C B S D W 1 Did not replace services 243 88 22 28 44 61 47% 49% 30% 41% 54% 53% 2 Buying books in book shops 56 13 18 4 3 18 13% 10% 26% 6% 4% 18% 3 Browsing book shops 9 6 1 2 2% 5% 1% 2% 4 Borrowing from friends 46 9 6 11 6 14 10% 7% 9% 16% 8% 14% 5 Read own books at home 62 17 13 9 10 13 14% 13% 19% 13% 13% 13% 6 Jumble sales/charity shops etc 28 3 7 8 5 5 6% 2% 10% 12% 6% 5% 7 Joined a book club 4 1 2 1 1% 1% 3% 1% 8 Borrowed books from playgroup/ 7 1 1 2 1 2 social club/hospital 1.5% 1% 1% 3% 1% 2% 9 Studied at home 3 2 1 5% 5% 100% 10 Hired videos 10 1 2 4 2 1 6% 3% 6% 24% 7% 2% 11 Bought magazines/newspapers 23 6 4 1 2 1 37% 14% 66% 100% 16% 100% 12 Bought tapes 1 1 0.7% 2% 13 University/college/school libraries 36 24 9 3 16% 30% 19% 12% 14 Public libraries in other towns 23 11 4 1 1 6 10% 14% 9% 3% 3% 13% 15 Hillsborough public library 3 2 1 1% 2% 3%
102 Perspectives of Public Library Use 2 3.6 What do people do when their public library service closes down?
Further evidence was gathered from the telephone Bookshop, 150 metres from the central library, survey. Of the 38 enquirers interviewed, 28 had calculated it had lost up to £100 per day in sales. needed to telephone either the Business, Science and Technology or the Arts and Social Sciences reference libraries for information during the closure. How important are libraries to library Of these 22 (79%) were able to find alternative users? services (Table 3.6.2). This compares to 40% of The ways in which people use libraries can provide reference users calling in person, as identified in the an indication of the role the public library plays in main user survey (not shown). users’ lives. Our research therefore investigated the frequency of visits, what purposes the library was used for and whether these were missed, and which Replacement services for reference services were used and missed the most. 3.6.2 enquiries made by telephone Purposes most missed Type of replacement No. of users % The researchers asked respondents for which Other public libraries 7 25 purpose they had missed the library the most. University libraries 5 18 Table 3.6.3 indicates the contrast between purposes Professional organisations 5 14 used and purposes missed most. British Library 3 14 The percentages represent the proportion of Relied on own resources 2 7 interviewees who use the library for the given Did not replace 6 22 purpose and missed it most for this reason. Total 28 100 Seventy‑nine percent of respondents said they had missed the library for at least one purpose. (16% Fourteen (64%) of the 22 users who did find of users stated more than one purpose.) 78% replacement services were satisfied with these missed leisure purposes most, and 58% educational alternatives, while 8 (36%) were dissatisfied. purposes. Twenty-one percent said they had not missed the library, of which the majority (56%) only Table 3.6.1 indicated that a significant proportion visited the library occasionally (less than once a of users bought books as a replacement for their month). library service, and further evidence from interviews with staff at local bookshops also suggested that The findings showed that there is a greater this was the case. Staff interviewed at Blackwells dependency on public libraries as an educational and Waterstones bookshops said that they had provider in communities where people may be experienced an unexpected increase in book sales expected to have less access to other sources of during the strike. However, WH Smith had not educational materials, and generally less contact noticed a change in the number of people buying with higher education. or browsing the book shelves. The Independent
3.6.3 Purposes used contrasted with purposes missed most
Purpose library No. of Library missed responses C B S D W Leisure 316 71 51 54 59 81 78% 70% 76% 79% 88% 81% Educational 111 59 12 7 23 10 58% 58% 44% 100% 85% 37% Information on current events 18 11 2 1 3 1 45% 55% 40% 50% 50% 14% Work related 32 24 2 0 2 4 54% 56% 33% 50% 80% Information on personal issues 10 3 2 2 1 2 26% 30% 33% 25% 25% 20%
Total responses 487 168 69 64 88 98
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3.6.4 Purposes missed most by occupational groupings Employed Housewife/ Unemployed Retired In full time % husband % % education % % Leisure 74 92 79 86 54 Educational 61 64 50 50 66 Information on current events 46 33 57 50 33 Work related 50 25 71 50 57 Information on personal issues 27 0 50 18 50
Table 3.6.4 groups ‘purposes missed most’ by Table 3.6.6 identifies the library services that occupation. The results show there was a high respondents had missed most during the closure. dependency on work related information for Of those who used a particular service, borrowing unemployed users. Not surprisingly, users who are books was most missed, but many other services not in paid employment missed leisure purposes were widely missed. 81% of respondents said they most. had missed some aspect of the service very much and 19% missed more than one service. 69% Services most missed missed borrowing books, 53% missed borrowing The services most used by the 518 respondents are children’s books and 35% missed reference depicted in Table 3.6.5. material.
The survey also asked users which services they Library services used 3.6.5 could find no suitable alternatives for during the Services used No. of users % closure. The results are presented in Fig 3.6.7 Borrow books 439 85 below. None of the users of large print books had Borrow books for children 78 15 found alternatives. Nearly two thirds of the users of Borrow videos 155 30 local studies materials had failed to find alternatives. Use books/magazines for reference 113 22 Read magazines/newspapers 62 12 Reasons the library was missed Use local studies material 35 7 The survey asked why users had missed the Borrow tapes or CDs 133 26 library or any of its services. Comments from Use library as place to study 58 11 users provided a qualitative source of opinions Use equipment e.g. photocopier 73 14 and perceptions as to how users felt about being Information Services/Notice boards 92 18 deprived of the library service (see Table 3.6.8). 518 users
3.6.6 Services missed most Library services missed most All users Library C B S D W Borrow books 303 77 48 55 63 60 69% 62% 70% 82% 83% 59% Borrow books for children 41 6 14 2 4 15 53% 38% 74% 40% 67% 47% Borrow videos 33 5 9 6 6 7 21% 19% 28% 35% 21% 14% Use books/magazines for reference 39 31 2 4 2 35% 39% 17% 44% 20% Read magazines/newspapers 23 17 6 37% 40% 50% Use local studies material 22 22 63% 63% Borrow tapes or CDs 43 15 4 1 8 15 32% 35% 17% 20% 44% 25% Use library as place to study 24 17 1 1 2 3 41% 40% 33% 100% 40% 50% Use equipment e.g. photocopier 19 10 2 1 5 1 26% 28% 17% 14% 83% 8% Information Services/Notice boards 24 9 5 1 4 5 26% 50% 24% 7% 50% 17%
104 Perspectives of Public Library Use 2 3.6 What do people do when their public library service closes down?
3.6.7 Services for which suitable alternatives NOT found
No suitable alternatives for library services
Large print books
Use local studies material Borrow books Borrow books for children Borrow videos
Info services/notice boards Services Borrow tapes or CDs Use books/mags for reference
Read mags/newspapers Use library as place to study Use equipment (e.g. photocopier)
Business information 0102030405060708090 100 % of users not finding alternatives for services used
3.6.8 Reasons why library was missed The importance of libraries to the local Reasons why library All % infrastructure services missed users Users were asked whether the library closure 1 Specific information/reference 42 14 affected the frequency of visits to their local centre 2 Affected higher/further 19 6 (i.e. the area in which the local library is situated). education studies 23% of users said they had visited their local centre 3 Needed books for school work 22 7 less often than usual during the library closure. 4 Needed journals/information 5 2 for job hunting A review of press coverage of the library closure 5 Social activity 49 16 between June and August revealed that the majority of articles focused on the progress of the strike 6 Habit/routine 68 22 action - actions taken by library workers and how the 7 Dependent on library 15 5 Council dealt with the dispute. There was minimal 8 Library material too expensive 20 7 reference to the impact of the closure on library to buy users. 9 Activity for children 27 9 10 Other libraries do not have 24 8 The analysis of comments and complaints received information by Sheffield Libraries from July to September 1995 11 Wide range of material 16 5 reinforced evidence from the press that the public 12 Total 307 100 were overwhelmingly supportive of library staff and of the service. The service’s quarterly report 13 General reasons missed 103 to the Libraries and Arts Sub Committee revealed 14 NOT missed library 108 that 98.85% of comments were favourable. 3,388 15 MISSED library 410 positive comments about the strike (congratulations 16 Total users 518 on the strike action, welcome back, etc) were collected by library staff, and only 39 negative The percentages reflect the proportion of users from the comments. total (category 12) who stated a specific reason. Long term impact of the strike For 68 users (22%) going to the library was part of a routine, or provided a purpose for the day. For 49 One objective of the user survey was to ascertain users (16%), the library was missed because it was whether the closure would effect the frequency of a meeting point, a day out, a place to see people, or use of the public library service in the future. 450 a place to participate in social events, somewhere to users ( 87%) surveyed claimed they would maintain spend time, to meet or chat to people. the same frequency of use as before the closure.
Perspectives of Public Library Use 2 105 3 : USER SURVEYS: SATISFACTION AND IMPACT
A monthly plotting of book issues for a sample of The forecast closely matches the path of actual eleven community libraries was undertaken from issues indicating that the disruption of service has February 1992 to January 1996 using seasonal had no impact on the number of issues. Indeed, autoregressive integrated moving average (SARIMA) actual issues were higher than forecast for five of the modelling (Box and Jenkins, 1976). six months compared.
A comparison of the issue forecast from August to January 1996, with actual issues, enabled an Reference assessment to be made of the effect of the library Box, G and Jenkins, G (1976). Time series analysis closure on issue trends. The overall trend since : forecasting and control. San Francisco, Holden February 1992 is one of decline, and is compatible Day. with the national decline in book issues.
106 Perspectives of Public Library Use 2 3.7 Modelling use at individual service points
3.7 Modelling use at individual service points
Claire Creaser Library & Information Statistics Unit (LISU)
Following work at LISU relating the Department of the Environment’s Index of Location Conditions (DOE) to levels of library use in London and the metropolitan districts of England (Creaser, 1995) a follow up study was proposed by SELPIG (the South East London Performance Indicator Group) to look at the relationships between library use and characteristics of the branch library environment and population served.
Creaser, Claire,1998. Modelling use at individual service points. ISBN 1 901786 05 6, Loughborough: Library & Information Statistics Unit (Occasional paper no: 18)
SELPIG initiated the project on the proposition that difficult aspect was that information was required on there is a causal inter-relationship between on the the catchment population of each service point, as one hand the socio-economic characteristics of a the investigation of deprivation indicators was one of lending library catchment population, the building the original aims of the research. This requirement site (for example, proximity to shopping facilities) precluded a number of otherwise interested and design, shelf stock size and money spent on authorities from participating. new materials, and on the other hand the use of that library in terms of loans, visits and enquiries. It is a prerequisite of this analysis that each individual service point has its own defined catchment area There were two main objectives: which it is designed to serve, and that these areas are geographically discrete. This may be relatively • To identify elements that have a statistically simple for a county authority, with single service significant impact as predictors of lending library points in each of a number of towns or villages which use (measured by loans, enquiries and visits per are designed to serve primarily the populations of year) - in particular, the elements of census data those towns or villages. It can be more problematic that are significant in this respect for authorities in densely populated urban areas where residents could equally conveniently choose • To create a weighting formula around those one of a number of service points. In such cases the elements that will allow individual library allocation of catchment areas and their populations authorities to predict the probable use of a requires careful consideration and scrutiny. particular library service point, and provide a tool with which to make meaningful comparisons There will always be users who are prepared to between service points. travel considerable distances to a service point which they consider ‘better’ than another which may Although the project was initiated by authorities from be closer to home. Service points which attract high south east London, a number of other authorities levels of such outside use are those which we wish had expressed interest in following up the early to identify, as they must be doing something right! work, and we felt it would be of interest also to examine areas outside London. Accordingly, several It is not necessary to allocate all areas, and by authorities were approached and invited to submit implication all the population, to service points. data for analysis. Those who were able to provide Central libraries and mobiles are excluded from data for some or all of their branches were Bromley, this analysis, and they will account for a part of the Lewisham, Birmingham, Cambridgeshire, Lancashire population in every authority. and Northamptonshire. Information on catchment areas was provided in a number of different ways. Some authorities had Catchment areas already done a lot of work in this area, and were The data required related to individual static service able to provide figures on the catchment population points, using 1995-96 as the base year for the of each service point broken down by age, ethnicity library related data. Central libraries were excluded, and unemployment levels. In others, the catchments as their patterns of use were felt to be somewhat were defined in terms of geographic areas, and different from those of general branches. The most a set of census enumeration district codes was
Perspectives of Public Library Use 2 107 3 : USERS SURVEYS: SATISFACTION AND IMPACT supplied for each service point. These enabled LISU Outputs to extract the relevant data from the 1991 census • Issues in the year, books and other materials small area statistics, using MIDAS (Manchester separately Information Datasets and Associated Services) at Manchester University. At the third level, usage data • Visits in the year were provided, based on membership records or • Enquiries in the year. user surveys, and LISU derived discrete catchment areas for each service point in consultation with the authority, again extracting population data from the Relationship to shopping facilities was given as one small area statistics. of three categories for each library - good, moderate or poor. The definitions used were subjective, based Methodology on the local knowledge of the individual authorities concerned. The full data set used in the analyses comprised: Raw data were not used for the analyses, but per Library inputs capita figures and percentages. As well as the • Opening hours per week outputs listed above per capita, stock turnover was also considered as an output variable. • Shelf stock at 31 March, books and other The main social deprivation indicator used was materials separately percentage unemployment. Whilst absolute levels • Additions to stock in the year, books and other of unemployment have undoubtedly changed materials separately since 1991, it was felt that the relative positions of each catchment area will have remained relatively • Relationship to shopping facilities, in three stable. Of the seven components of the Index of categories. Local Conditions which are calculated from census data, unemployment had been found to be the most Demographic variables closely associated with library use (Creaser, 1995). • Total resident population The percentages of children and pensioners in the population, and the percentage in ethnic minority • Number of residents unemployed groups were also included, as it was thought • Number of residents in ethnic minority groups that these might also have an effect on use. The basic elements considered can be represented • Number of residents over pensionable age (60 for diagramatically as shown in Fig 3.7.1. women, 65 for men) • Number of residents aged 14 and under.
3.7.1 Basic elements of the model
Library inputs Opening hours Shelf stock Accessions
Demographic Library outputs Unemployment levels Issues Ethnicity Visits Age Enquiries
Geographic Proximity to shopping facilities
108 Perspectives of Public Library Use 2 3.7 Modelling use at individual service points
There were three main stages to the analysis, which book issues per capita were found to be closely were applied both to data from individual authorities associated with both book stock per capita and and to the combined data set: additions to book stock per capita in all authorities.
- To investigate the basic relationships within the We then went on to derive models for each of the data set, using scatter diagrams, correlation outcomes for each authority. It was not possible to analysis and analysis of variance. This derive models for all the outcomes for every authority highlighted some unusual figures, and gave - and in particular, no satisfactory models could be pointers to the next stage. developed for enquiries per capita. There are two possible reasons - either the predictors of levels - To use regression analysis to develop models of enquiries are other than those we had included for each outcome dependent on as small a set in this study, or there is so much variability in the of inputs as was consistent with an adequate enquiry count that no predictions can be possible, description of the data. whatever explanatory variables are considered. It is difficult to see what other factors could be involved, - To apply these models back to the original data so it seems likely that it is the mechanism of the to assess which service points, if any, were count itself which needs attention. performing particularly well or badly. The final stage for each individual authority was to A fourth stage of validation was then carried out use those models derived to calculate expected comparing the results from the individual authority values for each of the outputs for each service analyses with those from the combined analysis. point. These are the levels of output which we would expect to achieve if the model was a perfect one As each authority’s data were received, they which explained all the variation in that output. They were analysed separately from the rest, to give depend only on the levels of the input variables for a first impression of the likely outcomes, and to each service point, and can be seen as a bench check that the initial results made sense to the mark value for that service point. The actual, authorities concerned. In the case of the two London observed, value of the output was then divided authorities, their data were then combined and by this expected value, and the resulting ratios re‑analysed, and a report presented to SELPIG, who presented graphically for each output (Fig 3.7.2). had sponsored this part of the research. Libraries which appeared to be performing For the full details of methodologies and calculations particularly well or badly in relation to their expected used at the different stages of the project, readers value could then be identified. In many cases, the should consult the main report. service points which were singled out in these terms came as no surprise to the authorities concerned, Results from these initial analyses were and there were often special circumstances, beyond encouraging. Whilst the data sets were relatively the scope of a general study such as this, to explain small, a number of relationships were found within particularly good or poor performance. them which made sense intuitively - for example,
3.7.2 Ratio of observed to expected book issues per capita
2.5
2.0
1.5
1.0
0.5 Ratio of observed to expected
0.0 0510 15 20 25 30 Actual book issues per capita
Perspectives of Public Library Use 2 109 3 : USERS SURVEYS: SATISFACTION AND IMPACT
The outcomes are not independent and it is of sufficiently strong to appear for all authorities; in interest to examine the results for each library general these are the ones which would be expected across all measures. As well as giving the detail of - higher book stock per capita associated with higher service points with performance in marked contrast book issues per capita, for example. to expectation on a single output measure, we also provided a library profile for each service point, Although there are differences in the levels of the showing whether it rated as ‘good’, ‘above average’, input measures between authorities, there were ‘average’, ‘below average’ or ‘poor’ on each of the no indications from the comparison of distributions indicators for which models had been developed. that it would be inappropriate to include them all These tended to give a more rounded picture for in a single analysis, in order to develop models of each service point - with service points having ‘good’ library use which might be universally applicable. ratings on one measure also tending to have ‘above Similarly, the correlation analyses showed that average’ ratings on others, and those with ‘poor’ although there were many differences in the strength ratings on one measure being ‘below average’ on of relationships between authorities, there were others. few contradictions in the patterns. There was no indication that one authority, or one sector, was Whilst useful results had been obtained for individual behaving differently to the rest. authorities, the sets of models were not identical, so cannot be said to be generally applicable. The We therefore felt it would be reasonable to combine methods described above can be used by all data from all six authorities to develop more authorities to derive their own set of models, but this generally applicable models. Such models might is time consuming, and experience has shown that be limited in that the differences observed in the it is not always possible to derive practical models patterns of data and relationships between individual in all situations. We wished to find, if possible, a authorities would serve to weaken associations set of models which could be used by any authority in the overall data set; conversely they would be to predict likely library use in a theoretical situation, expected to concentrate on the most common and or to examine relative performance of individual strongest associations found, and so result in more branches. robust models.
Data had been supplied on a total of 171 service The methodology used was broadly the same as points by six authorities, which included used in the individual authority analyses - i.e. to look representatives from London, the metropolitan firstly at scatter diagrams and calculate correlation districts and the English counties. It is not coefficients to examine the basic relationships within immediately obvious that these can be combined the data, followed by a series of regression analyses to produce meaningful results for the whole of to develop models for the various outcomes. We England. We concentrated on two areas to check already had a set of models developed for each compatibility - the distributions of the input variables authority individually, so a final stage of validation between authorities, and the patterns of correlations was included, comparing the results of the combined observed. models with those from the individual versions. Details of the analyses carried out are not presented Each of the input variables was plotted against here – readers are referred to the full report (Creaser, population to compare the distributions between the 1998) for further information. six authorities. There were large differences in the average levels of each input between authorities, as would be expected from such a diverse group, Summary of results but there was considerable common ground in the This is the first time that these statistical methods ranges, as there was wide variation between service have been applied to branch library data in an points within each authority. attempt to model use at that level. While some areas exhibit a need for caution, it proved possible Whilst there are many instances where a marked to develop useful models for predicting levels of correlation is found in some authorities, with no use - as measured by issues and visits per head of significant correlation in others, there were two population - which can be used to derive bench mark where a high positive correlation in one authority levels of performance for individual service points was accompanied by a high negative one in another, given their levels of relevant inputs. giving rise to concerns. Statistically, this could be expected, and detailed examination showed that The data used for this project were not a random no one authority was behaving in a different way to sample in any sense - in all but one case authorities the others. In the vast majority of cases, significant supplied data on all their service points, and the correlations were found for some authorities, with participating authorities were selected on the basis none for the remainder. Some associations were of interest and ability to provide data at the required
110 Perspectives of Public Library Use 2 3.7 Modelling use at individual service points level of detail. They comprise a cross section of Book issues per capita service points from all sectors in England. No A model was developed for book issues per capita attempt has been made to weight the data to allow which included terms for stock and additions to for sectoral differences, and no statements of stock per capita, opening hours per week and the statistical significance are claimed. percentages of pensioners, children and ethnic minorities in the catchment area population. This Inputs model seems intuitively reasonable, and statistically The library inputs included were those most fits the data well. Any service point where the actual obviously seen to define library provision - stock issues are more than 1.5 times, or less than half, the levels, additions to stock and weekly opening hours. value calculated from the model deserves scrutiny as Each of these was of importance in one or more of performing rather well, or badly. the models derived. Audio visual issues per capita In addition, it was postulated by the SELPIG The model developed for audio visual issues per authorities, who initiated these investigations, that capita was of less value for benchmarking purposes, there might be a ‘convenience’ factor relating to as the spread of data was very wide, leading to a service point’s location. This was incorporated considerable variation in the levels of the predicted into the analysis by allocating each service point values. This is perhaps only to be expected in an to one of three groups according to whether its area where service provision is developing at a great relationship to shopping facilities was seen as ‘good’, pace, and where there are still wide discrepancies ‘moderate’ or ‘poor’. Although these were subjective in provision, not only between authorities, but also allocations, this factor was found to be of importance between individual service points within authorities. in determining the level of visits and stock turn at The inputs included in this model were the levels of individual service points. book and audio visual stock per capita, additions to audio visual stock per capita, opening hours, One aim of the research was to identify those and the percentage of pensioners in the catchment elements of census data that had an impact on population. library use. Previous work had shown a link between socio-economic deprivation and book Visits per capita issues in particular (Creaser, 1995); also the age There were a number of possible models for visits profile of library users is not the same as in the per capita, with little to choose between them on wider population. Three areas of census data were statistical grounds. That finally selected was chosen incorporated into the analyses - the percentages for simplicity, incorporating terms for total stock, of the catchment population unemployed, the opening hours and relationship to shopping facilities. percentage in ethnic minority groups, and the age There is slightly more variation in these data than in profile - included as the percentages of children aged those for book issues, and the rule of thumb guide 14 and under, and of pensioners. here is to examine service points where the ratio of observed to expected visits per capita is greater Somewhat surprisingly given the earlier results, than 1.75 or less than 0.25. There is slight evidence the only element not to feature in at least one that there may be one or more factors affecting the of the models was the unemployment rate. level of visits which have not been considered in this Unemployment is closely related to ethnicity analysis. statistically speaking - the correlation between them is 0.9. Whether the inclusion of more up to date Stock turn figures for unemployment, or an alternative measure The results for stock turn were disappointing. A of deprivation, would have had greater effect is a model was developed, incorporating terms for stock matter for speculation. Ethnicity and both the age per capita, replenishment rate, opening hours, variables were included in the model for book issues relationship to shops and the percentage of the per capita, while the percentage of pensioners also catchment population in an ethnic minority group, featured in the model for audio visual issues, and the which seems intuitively sensible. However, it was ethnic minority percentage in that for stock turn. clear that there is a further factor with a consistent effect on the level of stock turn which had not been Models derived included in this study, rendering the model of little or Five library outputs were examined, with the aim of no use for benchmarking purposes. deriving models to allow individual library authorities to predict the probable use of any particular service point. No acceptable model could be derived for predicting numbers of enquiries per head of population.
Perspectives of Public Library Use 2 111 3 : USERS SURVEYS: SATISFACTION AND IMPACT Practical implications The methods could be easily adapted by individual authorities, or groups of authorities, to investigate We believe the models derived to be generally alternative factors which they think may have applicable to static branch libraries in England, and influence on performance within their own areas. when used as described will give an indication of The input of a professional statistician would be where authorities should look for examples of good advisable, however. practice.
Authorities which have the relevant information References available for their service points can apply the Department of the Environment (1994). Index of models within their authority and so identify those Local Conditions, London: HMSO. service points which may provide examples of good practice, and those where action may be Creaser, C and Sumsion, J (1995). Deprivation approporiate to improve performance. Although and Library Performance: The DoE Index of the models are based on data from a wide range of Local Conditions and library use in London service points in several authorities, their use can and the metropolitan districts of England, only give a guideline of where to look for over - or Loughborough: LISU. under - achievement, not a definitive statement of good and bad practice. Creaser, C (1998). Modelling use at individual service points, Loughborough: LISU.
112 Perspectives of Public Library Use 2 3.8 The impact of Sheffield public library closures on young children
3.8 The impact of Sheffield public library closures on young children
Rachel Ann Reilly University of Sheffield, Department of Information Studies
In December 1995 local branch library services at Concord, Lane Top, Grenoside, Hackenthorpe, Handsworth and Hemsworth in Sheffield were permanently closed. This MA dissertation assesses the impact of three of the library closures on young children (those aged 0-9 who are still dependent on parents/carers in terms of library use) by distinguishing what they had gained from - and miss most about - the former services, and whether they have found compensation for the loss in any way. A questionnaire survey of parents/carers in the three districts revealed that 44% of parents had not used a library service with their children since the closure of their local library.
MA dissertation: The impact of Sheffield public library closures on young children, September 1997. University of Sheffield, Department of Information Studies, supervised by Richard Proctor.
Methodology of the survey of parents/carers are included in this Questionnaires were distributed to parents/carers summary. in seven schools within the catchment area of the former libraries. In three of these schools (two in Of the 1,000 questionnaires distributed, completed the Handsworth district and one in Hackenthorpe), questionnaires from users of the former (now closed) questionnaires were distributed only to local library services were returned by 23 parents/carers families, who were more likely to have used the in Hackenthorpe, 61 in Handsworth and 40 in former libraries. In the other four schools, all class Hemsworth (see Table 3.8.1). Returns from parents/ members received a questionnaire. carers who had not used the library services were not analysed. Teachers at one school from each area were interviewed, including one from a school in which Community profiles questionnaires had not been circulated. These All three districts were part of the South group of interviews revealed the need to find out more about libraries in Sheffield. They were based in very schools’ relationships with the former libraries, so different, self-contained communities. Table 3.8.2 a question sheet was generated and sent to eight gives a demographic breakdown of each area. schools, of which six were returned. Only the results Hackenthorpe is a self-contained community with its
3.8.1 Response rate from parents/carers No. distributed No. returned Response rate (%) Hackenthorpe 300 23 7.7 Handsworth 287 61 21.3 Hemsworth 380 40 10.5 Total 967 124 12.8
3.8.2 Demographic information about the three districts
Hackenthorpe Handsworth Hemsworth Total population 11,947 8,958 5,585 % population aged 0-9 11% 9% 11% % unemployment rate 19.5% 15.2% 31.8% Total number of households 4,947 3,724 2,500 % households with dependent children 27% 24% 23% % households with dependent children and no car 25% 14% 46% % lone parent households 3.4% 1.5% 6% % lone parents with no car 69% 66% 83%
Perspectives of Public Library Use 2 113 3 : USER SURVEYS: SATISFACTION AND IMPACT own shops and healthcare facilities. Neighbouring with regular buses going there. There is also an areas have been subject to extensive developments hourly service to Jordanthorpe. It is possible to get which include the widespread construction of new to Woodseats by bus but this would probably entail a private housing, and the nearby Crystal Peaks special trip. shopping complex. The library was situated centrally and conveniently within the community, adjacent Reasons for using the library to a group of shops. The nearest libraries are now The most popular reasons given for using the Waterthorpe (situated in the Crystal Peaks shopping children’s library services before the closures were centre) and Frecheville. Transport by bus to these to borrow children’s fiction (83%) and children’s two libraries is very frequent from Hackenthorpe. non‑fiction or educational books (68.5%). A sizeable minority also considered a library visit as a family Handsworth is situated to the south-east of the city outing (14.5%), while others used it as an opportunity centre and has more of a ‘village feel’ to its make- to meet other parents/carers (9%). Responses are up than the other two communities. The library depicted in Fig 3.8.3. was within short walking distance from the main Handsworth Road, which contains a considerable Frequency of library use before the closures number of shops and facilities. Alternative branch As Fig 3.8.4 shows, many respondents were libraries that were publicised to its borrowers frequent users of the library before the closures - were Woodhouse (c 1.5 miles away) and Darnall 90% used the library at least once a month. (c 1.5 miles), and even Waterthorpe (c 3 miles) as it is on a direct bus route from Handsworth. There is Frequency of library use before a regular bus to Darnall and Woodhouse, but it does 3.8.4 closures not stop near the library in Woodhouse, and there is a hill which would have to be climbed to get there. Every few More than months once a week 10% 7% Hemsworth is situated to the south-west of the Once city, and its housing is part of the Gleadless Valley monthly estate built in the mid-1950s. The housing estate 12% is built on the side of a hill and the valley region in Once a between Hemsworth and Newfield Green (which is to week the north of Hemsworth) makes the journey by foot 31% arduous in both directions. The library was purpose Once every built within a pedestrian precinct adjacent to the 3 weeks bus terminal. Many of the shops here have closed 19% down and the facilities in the precinct are extremely depleted. The nearest library is Newfield Green, Once fortnightly 21%
3.8.3 Reasons for using the library before the closures
activities
114 Perspectives of Public Library Use 2 3.8 The impact of Sheffield public library closures on young children
3.8.5 Use and non-use of alternative library services since the closures Respondents who have used Respondents who have not Responses an alternative service used an alternative service to question No. (%) No. (%) Hackenthorpe 22 19 (86) 3 (14) Handsworth 61 37 (61) 24 (39) Hemsworth 40 13 (32.5) 27 (67.5)
Total 123 69 (56) 54 (44)
Use of alternative libraries following the closures to the one at Waterthorpe because of a two year Many parents/carers who stated that they had not waiting list. In Newfield Green, the nearest library to transferred their membership since the closures Hemsworth, staff estimate that approximately 10% of revealed that it was due to the inconvenience of Hemsworth users transferred membership following using another service. Many described how visits the closure of their library. to the library conveniently tied in with other activities like shopping or collecting children from school. As Overall, transfers tended to take place in greater Table 3.8.5 shows, almost half of all respondents had numbers to the library which was nearest to the not used an alternative library since the closures. closed service point (Newfield Green, Waterthorpe), or the library near to where there were more Alternative libraries used since the closures shopping facilities (Darnall, Waterthorpe), so that Transport was another factor in ceasing to use the users would not have to make a ‘special visit’. library. Many respondents did not have a car and considered it a hassle to use public transport with Patterns of use of alternative libraries children and pushchairs. Eleven former Handsworth Fig 3.8.7(overleaf) shows that the majority of users, one former Hackenthorpe user and 21 former parents, particularly in Handsworth and Hemsworth, Hemsworth users did not use an alternative library feel that their children are using public libraries less because they were too far away or it was too far to than they were before the closures. walk. A number expressed concern about the extra expense involved in visiting an alternative library. The community of Hemsworth appears especially Table 3.8.6 details the other libraries now used by hard-hit by the closure of their library: 67.5% of respondents. respondents had not used a library service since then, 83% felt that their children were making less The nearest libraries to Hackenthorpe are use of public libraries, and 40% felt that their children Waterthorpe and Frecheville. No children from the were reading less (see Fig 3.8.8 overleaf). Hackenthorpe under-5s group were able to transfer
3.8.6 Alternative services used Hackenthorpe Handsworth Hemsworth Alternative No. of Alternative No. of Alternative No. of library transfers library transfers library transfers Waterthorpe 17 Darnall 20 Newfield Green 6 Frecheville 3 Woodhouse 7 Gleadless 3 Gleadless 1 Central 7 Central 3 Manor 2 Manor 1 Woodseats 1 Broomhill 1 Waterthorpe 6 Mobile service 1 Aston 1 Mobile service 1
Perspectives of Public Library Use 2 115 3 : USER SURVEYS: SATISFACTION AND IMPACT
3.8.7 Use of public libraries since the closures
19% 13%
38% 65% 83%
43% 22% 17%
3.8.8 Reading habits since the closures
18% 14% 15%
18% 40% 40%
64%
46% 45%
Other sources from which children obtain books schools, private purchases, books clubs, school When asked what other sources their children book fairs, or gifts from friends or relatives. Results obtained books from, respondents generally stated are shown in Table 3.8.9.
Alternative sources from which children obtain books 3.8.9 following closures
Number of respondents whose children obtain books from alternative sources Hackenthorpe Handsworth Hemsworth School 4 22 16 Private purchase 1 14 13 Creche 1 - - Book clubs - 3 3 School book fairs - 2 - Gifts - 2 - Mother & toddler group - 1 -
116 Perspectives of Public Library Use 2 Information and communications 4
Perspectives of Public Library Use 2 117 4 : INFORMATION AND COMMUNICATIONS TECHNOLOGY
4.1 New library: the people’s network
Library and Information Commission
The Commission’s publication New Library: the people’s network has been one of the most influential LIS publications of the decade, leading to a major injection of government funding into the public library network. Part 2 of the report describes the findings of a small-scale qualitative research programme to discover library users’ reactions to the development of IT in public libraries.
New library: the people’s network 1997. London: Library and Information Commission
We describe the findings of a small-scale qualitative • a place to study in peace and quiet ‘without research programme, conducted in June and July distractions’ 1997. A range of experts were consulted to refine • an important resource for children, to develop the vision of what libraries might offer, and research their interest in books and reading was conducted among six key library user groups, including mid-teens (aged fourteen / fifteen years • a place to help people develop interests/ in a deprived inner-city location), school-leavers, hobbies families with a general interest in the library, ‘lifelong • a free service - ‘a safety net’ for all. learners’, and adults engaged in some form of part-time study to make a career change or return While the library was known to te the best place to work. Fieldwork was carried out in four different where local culture and history are preserved, and locations, selected to represent a range of library people had drawn on this service from time to time, services: a small local library, a main central library, this function was more recessive. a library in a deprived inner-city area, and a rural library. Imagery The imagery was dominated by the large-scale In general, people’s starting position was full of presence of books, but other attributes associated goodwill towards the current service, even though with the library were: there was dissatisfaction with cutbacks in opening hours and with the spend on bookstocks. A principal • its ‘public’ nature, for use by everyone concern was that the introduction of IT could be • an appealing environment - being surrounded unrealistic in a regime of tight finance. by books an important factor • a familiar, relaxing place - unthreatening and User attitudes safe As background to the main fundings presented • a quiet haven from busy urban life below, this section outlines perceptions of the existing library service among our sample. • ‘not as stuffy as they used to be’ - the rule of silence no longer insisted upon Perceived role • helpful staff The public library was perceived to be a keystone in each local community, and there was a common • an important social place - especially for understanding as to its role and purpose. The library students and older people. was seen mainly as a place to borrow books, but A few younger respondents held the view that the there was a tremendous respect and appreciation of library tended to have a ‘downbeat’ image and to be the special space it provides. Other aspects which full of people killing time when they had nothing else users perceived as important were: to do. They thought that it needed to become much more mainstream, pushing itself forward and leading • a source of information with new media rather than lagging. • expert staff to help you
118 Perspectives of Public Library Use 2 4.1 New library: the people’s network
User satisfaction • Access to the world’s information bank was In general, people’s experiences were based on one seen to be necessary but was not a primary or two libraries in their immediate vicinity, so they driver. Most needs were already fulfilled by were not aware of any wide variations in quality of the local library bookstock and an occasional service. There was a tremendous amount of goodwill special request or visit to a main central expressed towards the local library. Satisfaction with library. A more tangible benefit was having the service was generally high, and also with the immediate access to information when all library environment. Any dissatisfaction was at a low relevant books were on loan level and usually about lack of comfortable seating, • More advanced services, such as poor layout/labelling, and slowness of supplying a videoconferencing and virtual reality, were book on order from another library. especially appealing to the young audiences, Principal concerns and were acceptable as long as the ideas The public library was perceived to be under were information or communication-related. increasing financial pressure, as evidenced by The possibility of videoconference links restricted opening hours, closure of some small created broader interest libraries, and apparent lack of newly published titles • The people who did have possibilities of in bookstock. access from home were very receptive to the idea of using services remotely Given this view, for some people the concept of the introduction of IT seemed unrealistic, and the funding • A minority were slightly turned off by the of it became a major issue for them. concept of IT making greater inroads into people’s lives generally. This minority tended to be older, enjoyed libraries the way they Main findings were, and simply wanted the future to invest Overall reaction to IT development in public in more bookstock, longer opening hours and libraries a few more comfortable chairs. However, The overall reaction was as follows: they did recognise the value of IT in libraries as an investment for the future of younger • The development of IT in public libraries was generations regarded as essential if libraries were to play • In the rural user group, the women with the an integral role in the new world of networked greatest interest in networked libraries were information, knowledge and learning those who had children doing homework • Respondents were impressed by what projects. the information technology network could potentially deliver, and a large majority reacted very favourably Key concepts • The most enthusiastic were the better Meeting the needs of children informed - aware of the Internet capabilities, Specific educational benefits of IT were welcomed and conscious of the fact that, if libraries did with considerable enthusiasm among both parents not go ahead with public library networking and children. and be part of the global network, they would get left behind Homework clubs with IT facilities were thought to be • The applications of networking libraries that a brillant idea. The reasons given were: aroused most enthusiasm tended to concern • IT would motivate children and give them education and support for lifelong learning, practice in essential computer skills and other while levelling the playing-field for those new technology unlikely to be able to afford to buy the new technology themselves • the library network would also ensure access to a wide choice of relevant and interesting • People perceived the library as the natural references for children’s project work place for self-learning and training in appropriate skills • the children would be less distracted in a library environment and be able to concentrate • The librarian was seen to have an important more role to play in helping and coaching people in IT. The presence of the librarian was • help and guidance would be on hand, if also necessary to maintain a ‘human feel’ - needed. especially to encourage those people with ‘techno-fear’ worried about the ‘coldness’ and inaccessibility of IT
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Links to schools were also felt to be a good idea - showed enthusiasm at the possibility of acquiring mostly because schools’ resources were thought these skills at the library. to be limited and such links would provide valuable support. Use for parent communication with the The concept of open learning in a library school was of interest only among a minority; it was environment was appealing to many, though a generally felt that a direct link with schools would not minority felt they would personally prefer to have the be practical and could potentially take up valuable greater social interaction from attending a course. time of teaching staff already under pressure. The greatest barrier for some would initially be that However, mothers did feel it would be a good idea to they would need to acquire basic computer skills and have access to the national curriculum. to overcome some kind of ‘techno-fear’ in order to do this. Women in the rural user group with children doing homework projects showed great interest in A few people recognised the value in encouraging networked libraries, and were very enthusiastic about literacy among people disadvantaged by a culture / the idea of being able to remotely access information language, who they felt would be less likely to enrol from home or at a convenient access point. into formal education.
Meeting the needs of school-leavers Meeting the needs of the community IT was perceived to be particularly beneficial The library was already used as a local knowledge to school leavers. Not surprisingly, they were centre by some, though it was recognised that particularly motivated by the concept which IT could potentially and significantly improve that presented an easy and fast access to a complete service and provide a way to be better informed up-to-the-minute picture on: about what was going on in an area - either local or remote, if you were planning a trip. People showed • careers advice considerable interest in using such a service.
• training opportunities Local history and culture archives had been used • FE, HE places from time to time, mainly for assistance in school project work, and were thought to be an essential • jobs library resource - though IT applications in this area • company information. were found to be of limited interest.
And at the same time be able to find out how to write Providing links to local government received a mixed a CV and practise for an interview on a CD-ROM. response. Some felt in principle that it was a good idea but were doubtful about how effective it would This age group especially welcomed the idea of an be. Women who seemed most likely to participate established base where you could learn and use new actively in local government matters were the least information technology, including more advanced interested in this application of IT. services.
Remote access from home was mentioned by this New opportunities group as a potential additional benefit, for those times when the library was closed or when there was Training centre for information and no need to use any of the other services. communication skills Reactions to the potential use of the library as a Supporting lifelong learning training centre depended to a large extent on the People we talked to who were participating in any subject-matter. People wanted what was on offer to kind of lifelong learning already used the public be complementary to how they perceived the roles library for that purpose. The library was regarded of the library. Training connected to information as a good place to go to pursue self-education and communication skills received an enthusiastic with more personal goals, or leisure interests and response and fitted with their perceptions. The hobbies. Primarily it provided a quiet study space advantages were that it would bring people into the and reference materials that people could use in library who could not go to college. their own time - provided the library was open. Longer opening hours were obviously a particular Basic computer skills training was particularly issue here. appealing, though it seemed more appropriate for adults than for younger groups, who were The majority thought that IT skills were necessary already taught such skills at school. The idea of an in a world in which technology-based employment introductory session to the Internet created strong is growing, and some had already taken steps to interest in all groups. acquire these skills through public libraries. Others
120 Perspectives of Public Library Use 2 4.1 New library: the people’s network Centres where people could improve interpersonal Issues for users in the introduction and communication skills generated interest and appeal use of IT across all groups, and overall the library was fel to be an appropriate place to house them. People Issue: Achieving the right balance responded favourably to the idea of improving People were passionate about books, about being communications skills through subject-matter they surrounded by books in peace and quiet, able to were interested in. Not surprisingly, guidance on browse and find the unexpected - all important library interview techniques was of particular interest among values people do not want to lose. There was a school-leavers. strong concern expressed that ‘once IT gets a foot in the door it could take over’ at the expense of the A place to try out new learning experiences bookstock and the ‘good value’ of the library. The opportunities presented by videoconference links had broad appeal. As well as education-related Issue: Will it be free? use, the most relevant general application was as a Keeping the service free was really important for way to access support groups in health matters. The many. relevance of the subject-matter would encourage people to use unfamiliar technology and to acquire Mixed views were expressed regard the acceptability basic skills. of charges. Young people were more prepared to pay for services generally. Many felt that it The idea of shared learning experiences through would be acceptable to charge for some services, this channel had mixed appeal. The prospect of and compared this to the charges now made for being able to ‘attend’ a lecture or consult an expert ordering a book, while others felt quite strongly that remotely was very motivating for a few, though the all services ought to be free, There was a general majority of the people we talked to were uninterested consensus that the initial trial of IT services, and in this possibility. Learning a language was of interest basic instruction, should be free. Access from home to a few, as was the benefit of being able to have a was seen as a convenience for the slightly ‘better off’ tutorial if doing a correspondence course. who had their own equipment, and as such could be more acceptably charged for. Access to advanced services, such as virtual reality, was especially motivating for younger male Issue: Having enough terminals audiences, who were very enthusiastic at the The demand for IT in libraries was further evidenced prospect and though it appropriate as long as the by the issue raised regarding the number of ideas were information or communication-related. It terminals required to provide an adequate service. was seen as a way for the library to move ahead and provide a unique service in allowing people to try out Apart from the funding aspect - which raised some and use the latest new technology. Moreover, this concerns - people reacted negatively to the thought group saw the library as the natural place where this of banks of terminals, which they felt could be could happen in the community. intimidating. If the number of terminals was limited, people accepted that some rationing / booking Security aspects were a concern across several system would be necessary, to give everyone a of the groups. Worries were expressed about chance to use them. vandalism, and about ‘dealing with kids monopolising equipment’.
Access to rare archives The idea of being able to delve into ‘rare hidden collections’ had mixed appeal. Some were very enthusiastic, especially about the idea of being able to visit a museum or exhibition. Many were indifferent, and the males especially were more excited by the possibilities of being able to access moving images such as sporting archives or news bulletin archives.
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4.2 Building the new library network: report on ICT training needs
British Educational Communications & Technology Agency (BECTa) for the Library and Information Commission
The aim of this study was to determine and report on the diversity of likely Information and Communications Technology (ICT) needs for UK public library staff, in the light of proposals concerning implementation of the New Library Network. The findings are published in Appendix 9 of the LIC report Building the new library network (Library and Information Commission).
Building the new library network : a report to Government 1998. ISBN 1 902394 03 8, London: Library and Information Commission.
Context and methodology revealed - front-line workers make up the vast majority (approximately 80%) of those employed in The Library and Information Commission Training the public library service, and their current levels Task Group wished to ascertain directly from public of training suggest that their needs will dominate library personnel the range and diversity of their provision from the New Opportunities Fund (the training requirements, and to get a sense of the funding agency). numbers of staff that were likely to require particular kinds of training – whether managers, front‑line workers or other personnel. Findings
The study comprised four inter‑related elements: a Main concerns Content analysis revealed the following ‘concerns’ postal questionnaire, telephone interviews, group about ICT among those who responded on the open interviews and a literature search. A total of 199 ‘comments’ section (Table 4.2.2). public library authorities took part in the study. Five postal questionnaires were sent to each library authority, resulting in 901 responses suitable for 4.2.2 Main ICT concerns inclusion in the analysis. Thirty‑five telephone Expression of concern about…. % interviews and five group interviews were conducted: access to equipment 17 two in Wales and one in each of the other UK funding 17 countries. time constraints 11
The postal questionnaire was aimed at five different Base: 195 respondents types of employee, and questionnaires were directed towards equal numbers in each category. The Familiarity and regularity of use following breakdown (Table 4.2.1) indicates the A surprising proportion of respondents indicated proportion of actual respondents in each category: a degree of familiarity with IT applications, though many of these perhaps owed this as much to home Respondents’ employment investment in IT as to work-based experience. Most 4.2.1 strategic managers, middle managers and staff Employment category % training co-ordinators reported high levels of ICT Strategic Managers (e.g. Head of Library Service) 26 awareness. Almost all had access to a computer Staff Training Co-ordinators 13 at work (93%) and over half had one at home. 86% Middle Managers 23 Front-line Workers 30 of front line workers had access to a computer at Others/Ancillary Workers 8 work and, again, over half reported that they had Total 100 access to one at home. They typically reported use of fewer applications than middle managers. Base: 901 responses About half of front line workers reported a high level of IT awareness, a view which was generally The significant bias towards managers was an substantiated by data from the telephone survey, intentional part of the sample design. It is important, where managers expressed their views about the however, to note that - as the telephone interviews training needs of other staff.
122 Perspectives of Public Library Use 2 4.2 Building the new library network: report on ICT training needs 4.2.3 Regularly used applications All Other Application respondents Managers staff % % % Word processing 66 78 48 E-mail 42 56 22 CD ROMs 41 45 37 Internet 34 42 21 Combined… Office software(a) 71 82 57 Communication(b) 53 66 34 Any of the above 78 88 64
(a) includes: word‑processing, database, spreadsheet and desktop publishing software (b) includes: E‑mail, Internet, Intranet and video‑conferencing
Base: 901 respondents
A DTI survey indicated that more than a third of important in the context of establishing an effective homes nationally had PCs in 1996, but the BECTa public library network. study suggested that this figure might be as high as 55% among public library staff in 1998. Of these, the Levels of ICT competence vast majority had access to a PC at work as well, but Another question in the postal questionnaire invited 3% of the total sample had PC access at home only, staff to indicate their levels of ICT competence in and not at work. a range of applications. The results for managers (Fig. 4.2.4) suggest that significant numbers had Table 4.2.3 above includes a split between those in a degree of confidence in their abilities in a range managerial positions and those in front-line, clerical of applications, although some - such as video or other positions, and this shows a pattern which is conferencing and multimedia authoring - were areas found widely in the data: that in general it was the in which few claimed any measure of expertise. In senior staff who had been most exposed to IT in the case of fax, CD-ROMS, OPACs and book issuing all its applications. This was particularly true in the systems, however, most claimed some competence case of communications applications such as e-mail and a significant proportion indicated a reasonable and use of the Internet, both of them likely to be very level of comfort. 4.2.4 ICT competence – Managers
Base: 441 respondents Perspectives of Public Library Use 2 123 4 : INFORMATION AND COMMUNICATIONS TECHNOLOGY 4.2.5 ICT competence – Front‑line workers
Base: 270 respondents
Front-line workers (Fig. 4.2.5) claimed competence Attitudes to IT in a similar range of applications, though their self- In general, attitudes to IT were positive. The postal reported experience of electronic communications questionnaire included a question based broadly on appeared to be generally somewhat lower than that the five DTI survey categories: Enthusiast, Acceptor, of managers answering the same questions. This Unconvinced, Concerned and Alienated. was in line with their responses to other sections of the survey. Between half and three-quarters of all staff, depending on employment role, pronounced themselves to be Enthusiasts or Acceptors with few real concerns about the use of IT (Fig. 4.2.6). 4.2.6 Attitude to IT by employment job role
100%
90%
80%
70% Enthusiast 60% Acceptor 50% Unconvinced Concerned 40% Alienated 30%
20%
10%
0% Strategic Training Middle Mgr Front-line Other Mgr Co-ord Wkr
Base: 901 respondents
124 Perspectives of Public Library Use 2 4.2 Building the new library network: report on ICT training needs 4.2.7 Application, attitude and employment
100 90 80 70 60 50 40 30 20 10 0 Major issues Office s/w Ok Mgr Ok Wkr Con Mgr Communications Con Wkr Indiff Mgr Indiff Wkr
Base: 901 respondents. Note: ‘Con’ = concerned.
The Alienated category was hardly found at all, and from a combination of employment role and general it was typically a handful of drivers and janitors who attitude to ICT. ticked this box, perhaps indicating not so much fear as an inability to see the immediate application of IT New Library-specific skills to their jobs. The Concerned group rose from 16% The postal questionnaire elaborated on the content of strategic managers to 34% of front-line workers. of five potential new roles sketched out in New This group represents a potentially rewarding focus Library: The People’s Network, asking respondents for training activities, in that they have implied a to indicate their skill levels and the relevance of degree of readiness in answering, I don’t know these roles to their work. The five roles were: much about ICT but worry about being left behind. Their increased numbers among front-line workers Net Navigator is significant in view of the fact that four out of five IT Gatekeeper public library employees are engaged in this type of Information Consultant employment. Information Manager Educator The chart above (Fig. 4.2.7) explores the inter-play between regular use of ICT applications, staff attitude Analysis of responses to the associated questions and employment level within the library service. again followed the established pattern, with Essentially it groups Enthusiasts and Acceptors as managers seeing relevance in most cases (typically OK, and pairs the Unconvinced and the Alienated 90-95% for each element), while front-line workers as Indifferent. The fifth category, theConcerned, saw most relevance in Net Navigator and Information are reported on singly. The analysis suggests that Consultant roles. Their results in terms of seeing even in the area of communications applications, relevance in this section were only slightly lower than where there was evidence of a widespread shortfall those of managers (see Table 4.2.8). in job-related training, attitude was less significant Tables 4.2.9 and 4.2.10 indicate the percentages of than employment type as a predictor of training those claiming different levels of ICT competence in need. Here we see that Indifferent Managers were the named roles, based on those who answered in as likely to be regular users of ICT applications as one of the four columns. Not all respondents felt that the OK Workers. By the same token, exposure the selected item was relevant to their work. The to all application groups (as recorded in the Major percentage of those who did see the ICT application Uses classification) was much the same for both as relevant to their work is shown in the final column. Concerned and Indifferent Workers. If this is the Data are presented separately for managers and case then the study suggests that the training needs front-line workers. of public library staff can, to a degree, be predicted
Perspectives of Public Library Use 2 125 4 : INFORMATION AND COMMUNICATIONS TECHNOLOGY 4.2.8 Relevance of Net Navigator and Information Consultant roles Front-line Relevance Managers workers % % Knowledge and understanding of the Internet 99 93 Ability to identify and retrieve from electronic sources 97 92 Assess and evaluate electronic materials 94 85 Assemble information from a variety of electronic sources 96 88 Understand user needs 97 79 Know about ICT resources in your own organisation and those of other organisations 98 82
Base: managers, 441 respondents: front‑line workers, 270 respondents.
4.2.9 Managers ICT tasks and skills Percentage of those responding who answered: No Beginner Inter- Confident Seen as expertise mediate relevant 1. Net Navigator Knowledge and understanding of the Internet 14 36 28 22 99 Ability to identify and retrieve from electronic sources 16 32 32 19 97 Assess and evaluate electronic materials 29 32 23 16 94 Assemble information from a variety of electronic sources 36 30 20 13 96 2. IT Gatekeeper Allocate budgets and resources for ICT 25 18 25 32 88 Understand the impact of ICT on service and product development 9 18 38 35 96 Translate technologies into services users need 20 23 34 24 94 Use ICT to network people 32 27 26 15 94 Set targets and allocate resources for digitisation of content 47 23 18 13 85 3. Information consultant Understand user ICT needs 10 30 39 21 97 Know about ICT resources in your own organisation and those of other organisations 6 25 44 25 98 Understand and market the new range of professional skills 23 30 32 15 95 4. Information manager Influence Councils and Committees on the development of ICT policy 30 21 26 24 83 Understand and comply with legal/copyright issues 22 30 37 11 96 Develop ICT performance indicators for quality assurance, efficiency and effectiveness 38 31 24 7 91 Explore and exploit ICT partnership opportunities 29 35 22 14 91 Understand the need for different recruitment and ICT staff development policies 17 29 30 24 95 Have a clear vision of long term ICT strategy 14 29 36 21 94 5. Educator Plan for staff development and staff access to ICT 9 24 38 29 97 Plan for user ICT education 13 35 31 21 96 Understand the use of ICT to deliver training 13 32 35 20 97 Tutor and mentor other staff in support of their development with ICT 22 32 30 16 95
Base: 441 respondents
Note: %’s are of each of their skills
126 Perspectives of Public Library Use 2 4.2 Building the new library network: report on ICT training needs 4.2.10 Front‑line workers ICT tasks and skills Percentage of those responding who answered: No Beginner Inter- Confident Seen as expertise mediate relevant 1. Net Navigator Knowledge and understanding of the Internet 32 37 17 15 96 Ability to identify and retrieve from electronic sources 32 23 24 21 96 Assess and evaluate electronic materials 49 19 23 9 93 Assemble information from a variety of electronic sources 49 19 24 9 94 2. IT Gatekeeper Allocate budgets and resources for ICT 88 4 6 2 72 Understand the impact of ICT on service and product development 54 20 19 6 81 Translate technologies into services users need 67 13 13 7 80 Use ICT to network people 77 14 5 4 78 Set targets and allocate resources for digitisation of content 95 5 0 0 72 3. Information consultant Understand user ICT needs 43 24 23 10 88 Know about ICT resources in your own organisation and those of other organisations 31 29 30 11 90 Understand and market the new range of professional skills 67 14 17 3 79 4. Information manager Influence Councils and Committees on the development of ICT policy 89 6 4 1 69 Understand and comply with legal/copyright issues 44 31 15 11 84 Develop ICT performance indicators for quality assurance, efficiency and effectiveness 86 9 5 0 72 Explore and exploit ICT partnership opportunities 88 8 4 0 71 Understand the need for different recruitment and ICT staff development policies 63 23 11 4 74 Have a clear vision of long term ICT strategy 63 19 14 4 76 5. Educator Plan for staff development and staff access to ICT 58 18 17 6 78 Plan for user ICT education 60 22 11 6 78 Understand the use of ICT to deliver training 48 26 17 10 82 Tutor and mentor other staff in support of their development with ICT 46 21 20 13 83
Base: 270 respondents
School Library Services Training Methods Where they formed part of local public library The postal questionnaire invited respondents to specify provision, school library service staff were targeted in their preferred training methods. This question invited the postal questionnaire and a total of 61 responses multiple completion and typically respondents indicated in this category were received. Results for these two preferences. The following table records the staff were analysed separately to investigate preferences for all respondents. Responses were quite whether or not they had noticeably different training uniform across all categories, with the sole exception requirements. If anything, the general levels of IT of the predilection of Staff Training Co-ordinators for experience and competence in this group were a training centre‑based courses; more than half of them little higher than average. The wider New Library- selected this option, whereas only about a third of other related roles were also scored a little higher than employees typically chose it. average, with – for example - a reported level of 30% confident in their ability to tutor and mentor others Analysis of the responses from those who identified in support of their development with ICT, compared themselves as Concerned, and therefore perhaps with an average of 12% for all public library staff. among those most likely to benefit from training, suggested that their preferred training methods were relatively typical, though they did show a slightly higher preference than normal for the category Combination of short course plus ongoing on-line support in your work place - already by far the most popular choice in answering this question (see Table 4.2.11).
Perspectives of Public Library Use 2 127 4 : INFORMATION AND COMMUNICATIONS TECHNOLOGY 4.2.11 Preferred methods for ICT training Preferred methods % Combination of short course plus ongoing on-line support in your workplace 71 In-house course 55 Training centre-based short course 39 Self-study 22 On-line training course 14 Distance learning 4
Base: 901 respondents
Summary of key findings 5. Training routes should be flexible and should afford the opportunity for accreditation. (Not all of the following findings were referred to in the extract above.) 6. Time, funding, attitudes to ICT and limited ICT infrastructures emerged as possible barriers to 1. The study indicated that managers of all kinds training. have typically had significantly more exposure to ICT than front-line workers. 7. There were concerns for single person service points and for part-time staff. 2. Priorities for front-line workers included basic ICT skills, navigation of the Internet, and ICT 8. Concerns emerged about the ability of school equipment trouble-shooting. librarians to access the training, and about the risk of their being isolated. 3. Middle managers’ needs related well to the five roles outlined in New Library: The People’s Network: Net Navigator, IT Gatekeeper, Information Consultant, Information Manager and Educator. References Library and Information Commission (1998). Building 4. The two most popular methods of training across the new library network. ISBN 1 902394 03 8, all groups were: London: Library and Information Commission. Also available at http://www.lic.gov.uk/publications/ (a) a short course plus ongoing on-line building.html. support in the workplace; (b) in-house training courses.
128 Perspectives of Public Library Use 2 4.3 Virtually new: creating the digital collection
4.3 Virtually new: creating the digital collection
David Parry Information North, for the Library & Information Commission
A review of digitisation projects in local authority libraries and archives, prepared for the Library & Information Commission – within the policy context of the Commission’s full report New library: the people’s network. The review collected evidence by means of a literature search, a postal survey of UK public library authorities, and a series of interviews. Features omitted from this brief summary include a detailed list of digitisation projects, sections on museums and archives, regional co‑operative projects, and developments in other LIS sectors, and recommendations for future action.
The review, 1998, is available on the web at: http://www.ukoln.ac.uk/services/lic/digisation.
Introduction and background • a strategic document for the Commission, including criteria for defining the relative Aims and objectives importance of materials or collections, a proposed This review seeks to address a key issue in the action plan and identification of potential funding Library and Information Commission’s 2020 Vision sources, and key implementation partnerships. statement: to support the enabling of a digital library collection in which the UK’s heritage of intellectual In reviewing digitisation projects, the brief of this property will be available at the local, regional, survey was to look at the conversion of materials national and global level. currently held in traditional formats into digital format. Thus it covers the digitisation by scanning of The review is seen as a ‘ground clearing’ study printed text and manuscripts (and any subsequent to find out how much has been done already in conversion into machine-readable text by optical the local authority library and archive sector, what character recognition - OCR), the digital capture digitisation projects are currently in progress and of images of various kinds, and the digitisation of what new projects the Commission should initiate sound, film and video recordings. - resources permitting - in partnership with local authority services which have important national Excluded from the scope of the review are the collections. The research project also seeks to creation of computerised catalogues of bibliographic identify sensible criteria for evaluating collections for or other collection records (except if these include digitisation - a great benefit for the whole library and digitised copies of the original items, or involve information sector. retrospective conversion by OCR from traditional catalogues), the creation of original documents The review will deliver: in electronic form, the collection by libraries and archives of electronic documents published or • an overview of the progress and nature of produced elsewhere, and the accessing by public digitisation projects in the public library and libraries of digital material held elsewhere via the archive sectors, with reference to related sectors Internet. and key issues
• a catalogue of completed, current and planned Review methodology This review collected evidence by means of a digitisation projects in the local authority library literature search of hard-copy and electronic sources, and archive sector in the United Kingdom a postal survey of UK public library authorities, a • information on those projects’ characteristics series of interviews and a focus group. - including purpose, partnerships and funding A postal survey of 195 public library authorities in sources, content, technical systems and the UK was carried out in September 1997. Of 195 standards, retrieval systems and accessibility survey forms sent, 146 (75%) were returned. The • identification of material suitable for digitisation principal result of the survey was the Directory of which might be of national or international completed, current and planned digitisation projects. importance, and which may include collections appropriate for receipt of external funds
Perspectives of Public Library Use 2 129 4 : INFORMATION AND COMMUNICATIONS TECHNOLOGY Extensive interviews were conducted with interested Access to digitised material parties. Almost all the interviews were in‑depth semi-structured personal interviews. A few were Seventeen current projects are designed for access conducted by telephone. by network (LAN, WAN or Intranet) and 15 by Internet (some projects being accessible both by On October 30th 1997, a focus group discussion network and Internet). was held in London on the subject of criteria and priorities for digitisation. The 16 participants included Three of the public library systems and two Chief Librarians and County Archivists, librarians archives systems which exist are described as and archivists involved in digitisation projects, and stand‑alone terminals to which there is not public representatives from other interested organisations. access. (Others will be public access but are not at present, as they are not yet fully operational.) Of those systems which are currently stand-alone or Numbers of digitisation projects networked, a further eight plan Internet access as a Some of these returns contain data relating future development. to projects carried out by archive or museum Of the projects still in the planning stages, the departments within or in association with library relative proportion of network or Internet access is departments. These are included in the totals in this greater. Of those projects which gave proposed section, as the data cannot be separated with any access details, five are to be stand-alone, 12 accuracy. networked, and nine accessible on the Internet. Overall, 67 library authorities (34% of those replying) These results show that despite the problems in had no involvement in any digitisation projects. making some sorts of digitised material available Ten authorities (5%) have completed projects, 37 over the Internet, it is already considered a practical authorities are currently engaged in projects (19%), option for many libraries, and the trend is increasing. and 53 authorities (27%) have planned projects which have not yet started (this includes some Systems, hardware and software authorities which have also completed or begun other projects). The directory of projects gives details of systems, hardware and software, where these were supplied. The most common typical system is a PC with data Nature of materials digitised captured on scanner and stored on hard disc. A Images from local studies collections - mainly smaller number of projects run on networks from photographs but also including prints, engravings, servers, UNIX or Sun systems., and capture and etc - are by far the most popular material for storage variations include video camera and photo completed, current and planned digitisation. CD. A wide range of software and proprietary Seven out of ten of the completed projects involve systems are in use or planned for content photographs, four include text files, three contain management and retrieval. images of works of art captured for the project, two have digitised manuscripts, two maps, two sound, Types of information music and film or video (for CD-ROMs). Community information The 37 projects currently being carried out cover The returned questionnaires included 140 where a wider range of material. Photographs still the responses to questions relating to community predominate (24 or 65% of current projects) but information, business information etc are amenable there are other categories such as maps (included to quantification. in 9 projects), images of works of art (7 projects), newspapers (3), and monographs (3) - with film, Of this sample of 140, 34 library authorities (24%) museum objects, and manuscripts also featuring. hold no information in digital formats.
Of the 53 authorities planning projects that have Of the remaining 106, 64 hold signposting (contact not yet started (some perhaps are mere wishful and referral) type information only. Forty‑two (or thinking), 48 are planning to include photographs, 30% of the whole sample) hold some full-text 30 maps, 18 images of works of art, 17 images of information and/or advice in digital formats; but of museum objects, 12 manuscripts, 11 newspapers these 42, fifteen do not produce any of this material and journals, nine sound recordings (such as oral in-house, and hold only material such as TAPS and history), eight printed monographs, four film and Health Information acquired in digital formats from video, and two music. other agencies.
130 Perspectives of Public Library Use 2 4.3 Virtually new: creating the digital collection
Of the 106 libraries with digital community essentially automated cataloguing projects, which information, 28 make it available over the Internet, or plan to add digitised images of the catalogued have plans to do so in the immediate future. documents in a later phase.
Business information Of the sample of 140, 52 (37%) hold some business Archives information in digital formats. Of these 52, only 13 The brief given to this study by the Library and produce or collate this information in-house. The Information Commission was to review digitisation others obtain it in digital formats, principally CD- projects ‘in local authority libraries and archives’ ROM. Of the 52 libraries holding digital business and recommend strategies for future action. This information, in six cases it is for staff use only. presented some difficulties because despite the overlap in many areas between public libraries Census data and archive services, they do not comprise a Thirty‑three libraries hold census data in digital homogenous sector in terms of their priorities and formats, some in the form of databases or indexes problems, their professional practitioners or their produced in-house. But a majority are acquired in governing bodies. digital format, such as the national CD-ROM. In five libraries this is for staff use only. All library authorities received the questionnaire for this review, addressed at departmental level, and Genealogical sources thus returns included some responses relating to Sixteen libraries (in some cases, their associated archive services. No comprehensive survey of local archives) hold genealogical data (parish registers authority archives services as such was undertaken and indexes) in digital formats. Again the majority and no questionnaire circulated directly to archives are acquired in digital format such as the IGI departments and sub-departments. indexes, but some are transcripts and indexes produced in-house. All are publicly accessible. Some of the projects reported - and which involved archives and record offices - do not appear greatly Local historical sources different from those involving libraries (with or Twenty‑seven libraries reported holding local without museums), even where the archives are the historical information in digital formats, four of these sole operator or lead partner in a project. There are for staff use only. numerous joint projects where archives and libraries (some also with museums and other bodies) are Sites and monuments records working or planning together on projects, mostly Seven library authorities (only 5% of the sample) involving local photographs and maps. hold digital SMR data, and in only two cases are these public access databases. Other archive projects are basically cataloguing projects with the aim of adding images of some Geographical Information Systems of the documents in due course. A very few local Twenty libraries indicated that they hold information archives have plans to digitise text-based archival on GIS systems (a surprisingly high proportion) - with materials in bulk. six of these being for staff use only.
Catalogues and indexing Museums and galleries Public libraries generally are well advanced in the automated cataloguing of their current loan and Of the 103 projects uncovered by our survey of reference collections, and in developing networked public library authorities, about one third include access to catalogues. However in the areas of some element of involvement of museums, often local studies and special collections, automated as the lead partner. In many cases projects include cataloguing (and often cataloguing per se) is less digitisation of materials physically housed in a universal. There are many important local and range of libraries, archives and museums in a local special collections whose catalogues have not authority, or a geographical area. been automated and added to union catalogues or networks, or which remain uncatalogued (Bryant Genres of material for future digitisation 1997). This is a key area for public libraries in the development of networked resource discovery (and We have established that within the public library is of absolutely crucial importance in the archive the content for digitisation is likely largely to be sector). Cataloguing and/or indexing of these drawn from local studies and special collections. collections is a necessary corollary, and in many The survey of library authorities identified a number cases a prerequisite for digitisation. A proportion of of types of material within these broad areas, and the digitisation projects reported to our survey are invited respondents to indicate whether they had in their collections material in these categories ‘which you believe could be of national or international
Perspectives of Public Library Use 2 131 4 : INFORMATION AND COMMUNICATIONS TECHNOLOGY importance, and which you think should be a priority from the 1850s and 1860s are held in local studies for digitisation’. The replies can be tabulated as collections. The huge popularity of photographic follows in Table 4.3.1. picture postcards between about 1902 and the First World War has resulted in very large collections Thirty library authorities (21%) did not indicate of these - usually with local subject matter - being any holdings as priorities for external support for collected in libraries. digitisation. Historic maps and plans Local newspapers Current digital mapping is available from the Public libraries generally have important collections Ordnance Survey and is used in a number of public of local newspapers and there is widespread support library and archive projects. Two projects, the for digitising these. Because newspapers are difficult Durham Record and the Hackney Archives system, to store and manage, are prone to damage by heavy also make innovative and valuable use of digitised use, and because complete runs often only exist historic O.S. mapping from the County series of in distributed locations, there has been large scale c.1860 - 1920, linking maps and photographs. microfilming of newspaper collections, particularly under NEWSPLAN. Many of the reasons for Sound recordings and video microfilming can also apply to digitisation, which has Several public libraries are interested in digitising the enormous added advantage of remote access via sound recordings from their collections, particularly networks. Newspapers are a hugely valuable source oral history. Up to now, digitisation of sound for local and social history of all kinds, but there is recordings has rarely been undertaken in libraries, generally a lack of indexes, and most collections are and although it is a standard activity in the unlikely ever to be fully indexed. Digitisation offers entertainment industry, procedures are still relatively a practical substitute for indexing in the possibility costly and complex. of text searching and keyword retrieval. Digitisation can be achieved from microfilm, where this is of In the local authority sector a number of libraries sufficient quality. and archives have been involved in the production of CD-ROMs containing relatively small amounts of Photographs and illustrations digitised sound recordings, film and video. The photograph and illustration collections (prints and engravings, postcards, etc) in local collections Special collections have to date been the main focus of digitisation The automation and networking of catalogues projects. They meet many important criteria such to special collections is seen as a priority in any as improving access, protecting vulnerable originals, networked resource discovery system. The extent of meeting local public demand and making attractive the task of retrospective conversion of catalogues is projects for funding agencies. Many local collections covered in Making the most of our libraries (Bryant). contain significant numbers of works by notable and early photographers, and many unique photographs
4.3.1 Types of material considered a priority for digitisation No. of libraries % of Material type nominating total that type respondents Local newspapers 82 56 Photograph collections: relating to particular industries or ways of life 68 47 by early/ notable photographers 47 32 relating to notable people or events 41 28 Historic maps and plans 59 40 Manuscripts: e.g. diaries, letters, literary manuscripts 52 36 Holdings lists or indexes to special collections not currently available via networked catalogues 42 29 Local publications, journals etc of potential national interest (excluding newspapers) 37 25 Special collections of published material not readily available elsewhere - full text 37 25 Sound recordings: music, oral history etc 26 18 Local art collections 20 14 Film or video 9 6
Total of 146 respondents
132 Perspectives of Public Library Use 2 4.3 Virtually new: creating the digital collection Special collections in libraries cover a wide range of Criteria for digitisation selection subjects and material types (published monographs, journals, manuscripts, illustrations, ephemera etc) To decide on criteria for the selection of materials for and in the longer term may comprise the major digitisation necessarily includes the question of why public library contribution to the content of any we are digitising materials. Of the 103 UK public national digital collection, although at present they library and archive projects identified by our survey, may not be a local funding priority and are not yet 90 supplied a brief statement of project purpose. being digitised in any significant volume. The following elements featured in these statements (numbers referring to the number of times a type of The survey invited libraries to nominate specific project was mentioned): collections or items from their holdings which they considered to be appropriate for digitisation Creating or improving access to if external funding becomes available. Purely as collections/information 56 an indication of the range and nature of special Providing unified access/finding aids to collections held in public libraries and amenable to distributed resources 16 digitisation, a number of examples suggested by For collections management/to create catalogues 13 library authorities are given in Table 4.3.2; some Conservation/preservation 12 of this would be suitable for digitisation as whole Provision of interpretive/educational material 5 collections or autonomous projects, whilst some Experimental/evaluation of systems and issues 3 could provide content for subject-based collections Replacement of lost originals 1 drawing digitised material from distributed sources. Marketing 1
4.3.2 Actual materials considered appropriate for digitisation Local newspapers Local publications Newspaper cuttings files Transactions of local archaeological societies and ‘Field Unique titles not held at Colindale Clubs’ Local historical research and natural history journals Photograph collections Publications by local printers Collections by early photographers e.g. J G Tunny 1854/5 Local official records Collections of lantern slides and glass negatives e.g. Records of the Aberfan Disaster currently not publicly accessible, including numerous Published books very large 19th century collections Unique works of notable photographers Holdings of unique incunabula and early published Architectural and social survey collections e.g. Dundee books streets, 1916; Edinburgh housing improvement Early children’s books collections programme 1922; Hull City Health Department Street and trade directories Collection 1889 - 1920s; South Shields slum Special collections clearance, 1930s Literary and author collections containing unique items, th th Collections by 19 and early 20 century travellers to e.g. H G Wells Europe, the Middle East, Iceland, South Africa (Boer Special collections which, although most of the items War) etc contained are not unique, are rare or a local priority Collections relating to industries e.g. liquorice due to difficulties of access or deterioration from heavy industry (Pontefract); potteries; coal mining; fishing; use agriculture; ships and shipyards; railways and early Industry-related collections e.g. potteries at Stoke-on-Trent locomotives Notable events e.g. Jarrow March Manuscript items Unique manuscript letters, diaries and literary Illustrations and works of art manuscripts e.g. the Baring-Gould folksong and Numerous collections of drawings, sketches, popular literature collection; theatrical landladies’ watercolours etc, by local and nationally significant autograph books; autographs of artists and artists’ artists letters; Winifred Holtby manuscripts th Topographical prints and drawings from the 16 to early Arkwright’s wage books; family papers relating to th 20 centuries prominent statesmen, industrialists, inventors, military Unique collections of botanical illustrations figures, artists etc Brass rubbings Ephemera Maps and plans Theatre playbills from c.1750 th County maps from the mid 16 century onwards Sale catalogues (e.g. c.100 vols. of estate sale Greenwood’s County Surveys (1820s) catalogues in Devon) Town plans, many unique Handbills, posters, ballot papers English Civil War tracts and pamphlets Sound archives and oral history recordings held on tape
Perspectives of Public Library Use 2 133 4 : INFORMATION AND COMMUNICATIONS TECHNOLOGY Conclusions • Conservation of material in heavy use or exposed to actual or potential damage / deterioration, The preceding sections have identified a wide range by enabling originals to be taken out of use by of possible criteria which might apply when selecting providing digital copies. material for digitisation or projects for support. It is a conclusion of this report that it would neither Institutional considerations be helpful nor realistic to try and rank individual • For example, relieving pressure on record offices criteria for selection in order of importance. Where or local studies centres by scanning and making any given item, collection or project is concerned, a heavily-used sources remotely available number of criteria might apply. Criteria will also differ according to the local needs of particular libraries, • The selection of projects may be conditioned by the intended user groups and means of access, and their compatibility with the aims and preferences the organisational priorities of funding bodies - for of parent funding bodies or external funding different projects the relative weighting of criteria agencies, project partners etc. may be very varied. This review has identified Local / national importance a range of the most important criteria on which • Local importance and local demand. Local materials might be selected. They are grouped into authorities have a mandate to produce services broad categories below, but in the real world they will for local needs. Demand for improved access to overlap and selection decisions will be made on a local historical and reference material is therefore combination of criteria. a valid criterion for prioritisation Improving access • National importance. It has been suggested that • Making material available in locations and external funding should go to material that is of domains other than where it is held national or international (rather than local) interest • Creating or widening access to rare or unique or significance, but it can also be argued that an resources accumulation of local resources will build up a hugely valuable national resource. • Providing access for people who otherwise would not have it - people with disabilities, sensory Education / interpretation / promotion of impairment, etc resources • Providing access in different and customised • There are arguments for priority to be given forms to materials that are to be / can be used in connection with educational resources, national • Improving access by providing new or improved curriculum, for schools use, or as part of finding aids. Projects may involve the creation of interpretative presentations and remote access to much-needed catalogues and finding aids which did not previously exist • Selective digitisation and dissemination of items from a collection or institution are a means to • Providing new means of access by text retrieval. widen awareness of resources. For example, non-indexed local newspapers. User needs Networked collection potential / Building up a • Satisfying information needs / demand. It could national digital collection be a priority for public libraries to digitise material • Selecting individual items (rather than complete answering users’ immediate information needs collections) from public libraries and archives - to (e.g. ‘community information’ of various kinds), complement those in national repositories, to where this can be shown to be the most effective make up location-independent digital subject or way of providing that information. author collections Copyright • Bulk digitisation of certain collections or classes • Realistic evaluation of the potential cost of of material to create comprehensive national or making ‘reasonable’ efforts to trace and clear international resources copyright may be part of the selection procedure. • It could be a lever for priority in external funding and therefore a selection criterion that digitised material should be amenable to access over References networks and/or the Internet. Bryant, Philip (1997). Making the most of our libraries: the report of two studies on the Conservation retrospective conversion of library catalogues • Making available material that cannot be currently in the UK and the need for a national strategy. used due to damaged or fragile condition ISBN 07123331169, London: British Library Research & Innovation Centre (BLRIC Report no. 53).
134 Perspectives of Public Library Use 2 4.4 Information technology in public libraries
4.4 Information technology in public libraries
Chris Batt
The 6th edition of an invaluable survey which first appeared in 1985, and is distinguished by a very high return from public library authorities – on or near 100%. The work’s long history permits time series for several long-standing IT features. We are particularly grateful to the author and to Library Association Publishing for allowing us to use material from this very recent title. These brief extracts must be supplemented by recourse to the book itself, which covers many other features – including circulation and acquisition systems, system suppliers, cited databases, open learning services, IT charging policies, and much additional information on the features referred to here. Sadly, this summary cannot reproduce the informality and sheer readability of the original text.
Batt, Chris (6th ed. 1998). Information technology in public libraries. ISBN 1-85604-253-7, London: Library Association Publishing.
CD-ROM The Internet There are only eight authorities not reporting the 1994 was the year that public libraries began to use use of CD-ROM in any form – and two of these were Internet services. In November 1995 the Library the two ‘non-repliers’. Eighty-eight per cent of all and Information Commission commissioned Sarah authorities have CD-ROM for staff use, and 85% for Ormes of the UK Office of Library and Information public use – the latter representing an enormous Networking (UKOLN) to produce a snapshot of increase on CD-ROMs for public use in 1993. Internet developments in UK public libraries (Ormes). The report provides the means of assessing change Despite the increase, only a quarter of all public library over the 18 months between November 1995 and service points in the UK currently provide public access June 1997 (as shown in Table 4.4.2). to CD-ROM databases. Table 1 shows the distribution of the percentage of service points with CD-ROM for public access, by authority type. Except in London, most library authorities have CD‑ROM for public access in only a minority of their service points.
4.4.1 Service points with CD-ROM by authority type <10% 10-19% 20-9% 30-9% 40-9% 50-9% 60-9% 70-9% 80-9% >90% Counties (E) (35) 12 7 8 2 2 2 2 Unitaries (W) (22) 3 5 3 2 4 2 1 London (34) 3 5 1 4 1 3 10 Mets (36) 10 10 6 3 3 2 2 N Ireland (5) 2 2 Scotland (33) 4 8 3 1 3 1 1 1 1 Unitaries (E) (26) 7 6 1 2 2 1 (191) 41 41 22 12 8 10 3 5 4 18
4.4.2 Diffusion of Internet access 1995 1997 Service points with Internet access 142 (3.0%) 357 (9%) Service points providing public access 28 (0.7%) 215 (5%) Number of workstations with Internet access - staff only 355 908 - public use 39 321
NOTE: 1995 UKOLN survey, 1996 Batt survey
Perspectives of Public Library Use 2 135 4 : INFORMATION AND COMMUNICATIONS TECHNOLOGY
All of the access figures have increased significantly. that the move towards a national public library A threefold increase in the number of library service network will bring with it for public librarians the points with some form of Internet access is reported negotiating power of the Joint Academic Network, here, although the total number of service points where deals are struck with database hosts to recorded in 1995 is higher than the data gathered provide access to the end-users at a flat rate for the for the current survey (4,216 in 1995 against 4,095 year – a form of bulk buying. in 1997 – but this variation makes only a marginal difference to the comparative percentages). Community information There is still a long way to go. Eighty-seven library Since 1985 there has been a fourfold increase authorities (46%) report the provision of public in the number of authorities using automation in access to the Internet. But 95% of the total service support of community information. The processes points remain without access. The figure of 40,000 of database management and mailmerge have been terminals in public libraries – proposed in the Library ideally suited to the traditional model of community and Information Commission’s New library; the information that libraries used to collect: details of people’s network (New library) – suggests the extent of clubs, societies and the like. Table 4.4.4 shows the the task ahead. type of IT applications used to provide community information.
On-line searching Two comments on the data should be made. First, Table 4.4.3 shows the total number of authorities ‘use of a mainframe’ was not one of the question with on-line searching capability over the last four options, but the fact that no mention was made of surveys. mainframes in replies suggests that they no longer have their former role. Secondly, a number of 4.4.3 Authorities with on-line searching authorities report using more than one technology capabilities (rarely the case with previous surveys); this can be explained by the convergence of technologies - the 1989 1991 1993 1997 wordprocessor is now the same machine that runs 97 107 107 64 the database, the spreadsheet, and so on. The significant rise in the use of the library management On-line searching has been a valuable resource for system for the delivery of community information many public libraries, but a technology once used reflects the maturity of more systems. by much more than 50% of authorities is now used by just over a third. Today there is a wide range of CD‑ROMs which contain information once found Library catalogue availability only in remote database hosts. The resources of Table 4.4.5 shows the data on catalogue availability the Internet provide the most obvious challenge to in authorities – how access is provided to customers ‘dial‑up’ on-line searching. There is every possibility and to staff – compared with the previous surveys.
4.4.4 IT applications used to provide community information 1985 1987 1989 1991 1993 1997 PC/database management system 13 27 38 38 42 58 Mainframe 6 12 12 13 14 - Teletext/private viewdata 8 16 16 18 14 23 Library management system 3 8 15 25 30 65 Wordprocessor 1 6 3 2 4 18
4.4.5 Catalogue availability 1985 1987 1989 1991 1993 1997 OPAC 7 24 38 56 83 * 143 On-line to staff only 45 51 66 71 57 40 Fiche/film 68 85 84 85 75 46 Hardcopy 17 23 25 31 30 16
* Includes seven CD-ROM or standalone PC-based OPACs
136 Perspectives of Public Library Use 2 4.4 Information technology in public libraries The table shows a whole life-cycle of development References within the public library service. Hard copy has never done more than offer an interim solution. In 1985 Ormes, S and Dempsy, L (1997). Library and fiche/film was the most common choice for public Information Commission public library Internet access, with only seven OPACs operational. The survey, UKOLN, University of Bath. rise from seven to 144 OPACs in just 12 years is a New library: the people’s network (1997). London: not inconsiderable shift and we may expect OPAC Library and Information Commission. to sustain its dominance. But there is still some way to go. At present slightly fewer than half of the total service points have OPAC – though this is itself a big increase on the 21% in 1993.
Perspectives of Public Library Use 2 137 4 : INFORMATION AND COMMUNICATIONS TECHNOLOGY
4.5 Networked business information
Bob Strong, Head of Reference and Information Service Christine Huglin, Business Librarian Buckinghamshire County
This paper examines a range of measures used to evaluate the performance of databases available in Buckinghamshire County Library’s Business Library, and of the overall service provided by the Business Library.
September 1998. Report developed specifically for Perspectives of public library use 2
Introduction CD-ROM and Internet services have so far been offered free to all customers. There are charges for In January 1996 Buckinghamshire library service on-line searches, though the numbers of searches opened the Electronic Networking & Information requested have until now been negligible. Centre (ENIC) within the county reference library, Aylesbury. The network allowed concurrent access The numbers of users of the Business Library, to CD-ROM and disk based databases, and online and of individual services within it, have not been services including the Internet. The original set-up established - and would be difficult to separate from of 25 databases was networked to five PCs in the the numbers of users of the reference library as a reference library. During 1996 the Local Studies whole. Library and Aylesbury Lending Library, both on the same site, were added to the network. The service was wide area networked to Chesham and High Use of CD-ROMs 1997/98 Wycombe reference libraries during 1997 although, The statistics in Tables 4.5.1 and 4.5.2 on the use because of financial and technical constraints, not all of the CD-ROM-based databases are generated by databases are available at these libraries. the Ultra*net software which gives output figures, firstly in measuring the number of accesses to each In January 1997 Buckinghamshire library service database, and secondly in measuring the average entered into a service level agreement with Business cost per search. This is calculated by dividing the Link Thames Valley to provide links with other cost of the database by the number of searches. partners, including Thames Valley Chamber and Berkshire Library and Information Service. Business Number of CD-ROM accesses for 1997 Link distributes enquiries received to the appropriate 4.5.1 (Business Library) answering body, and complex enquiries requiring significant research are referred to the Chamber. Database Total Average Business Link also supports the Buckinghamshire accesses per month library service with funding which has allowed Key British Enterprises 2,737 228 the appointment of a Business Librarian to its Business Search UK (from April 1997) 1,930 182 establishment. EMMA (from May 1997) 1,430 179 Business Locator 1,780 148 In January 1998 the Internet was added to the Companies House* 1,257 105 network for public access. By this time the Kompass* 1,095 91 number of databases on the network had grown to FTMcCarthy (from April 1997) 658 73 around 120 titles, covering business information, Business and Industry* (from May 1997) 366 46 business directories, careers and employment, Marketline UK* 404 34 encyclopaedias, Europe, general reference, Reports Index (from June 1997) 207 30 newspapers and periodicals (indexing and full text), Market Place (from November 1997) 52 26 and telephone directories. * denotes single user licence - only one person can use During 1996 accesses to the network averaged at one time 3,088 per month, rising to 5,321 in 1997. £26,000 NOTE: The table records searches carried out in the (11% of the reference service materials budget) was Business Library of the County Reference Library, spent on the acquisition of databases for the network Aylesbury in the financial year 1997-98.
138 Perspectives of Public Library Use 2 4.5 Networked business information
Cost per CD-ROM search 1997 • 82% of respondents found the information they 4.5.2 (wide area network) were looking for
Database Total Cost per • 69% of respondents were willing to pay for the accesses search (£) service. Business Search UK† 3,233E 0.07 Companies House*† 1,580 0.19 The willingness to pay was an important factor Kompass* 1,095 0.24 since the service was introduced free of charge, Market Place† 312E 0.42 with the intention to charge once demand had been Reports Index† 504E 0.59 evaluated. Not surprisingly, respondents favoured Business Locator† 1,804 0.79 a low charge, but as the preferred strategy is one of EMMA† 2,618E 1.03 low cost for the customer and high use, feedback Key British Enterprises† 3,299 1.07 was particularly helpful. A charge of £1.00 per Marketline UK* 404 2.66 30 minutes for Internet use was introduced from Business and Industry 552E 3.24 September 1998, with no apparent decline in use. FTMcCarthy 1,159E 3.76 * denotes single user, † denotes wide area network, Quality considerations E denotes estimated These measurements give no indication of the The tables above give extremely useful information for future purchasing decisions. They also pose number of searches that a customer has undertaken questions which will need further research. For whilst accessing a database, nor their complexity. example, where the database is not well used and/or It is useful therefore to have figures on how long the cost per search is high, is it because: the database is in use (see Table 4.5.3). Note that Kompass is slow to open and use, and that most • the database is not relevant to customers’ needs? customers using Marketline UK run a print - which takes time. • the database is relevant but difficult for customers and staff to access?
Time in use (TIU) • staff are not able to advise customers as to 4.5.3 database selection? November 1997 - January 1998 • customers are not aware of the full range of TIU Total Average Database (hours) accesses access databases on offer? time (mins) Indications from initial customer comments are Business Search 36.15 631 3.45 that: there is a need to promote the databases Key British Enterprises 34.56 864 2.43 better; more staff need to be better trained in using Business Locator 23.37 418 3.39 the databases, so they are better able to advise Kompass 21.56 141 9.33 customers; and some databases are simply difficult FTMcCarthy 19.09 298 3.86 to use without acquiring significant expertise. EMMA 17.46 352 3.03 MarketlineUK 14.55 71 12.61 None of the performance measures in the table Companies House 11.16 256 2.64 above gave any indication of the quality of the Market Place 6.03 78 4.65 information provided, as perceived by the customer. Reports Index 5.39 148 2.29 Measurement of this feature has taken two forms:
Business Link customer satisfaction and Use of the Internet performance tracking Use of the Internet is measured in a similar fashion, Where business customers have enquiries satisfied though currently the use of individual web sites by post, through Business Link, a customer cannot be monitored. However, with the introduction satisfaction enquiry form is included with a pre of WinU software in the near future, monitoring use paid envelope. Responses are entered into a of business information sites on the web should be spreadsheet and results are shown against Business possible. Since its introduction the Internet has been Link targets. The satisfaction survey carried out in use on average for 38 hours out of a maximum in this way applies to some 10-15% of the total 54.5 per week (69.72%). A sample survey of 100 enquiries received in the Business Library. Table users showed that: 4.5.4 suggests that the Business Library is easily exceeding Business Link’s quality targets over all • 80% of respondents found the Internet easy to service dimensions. use
Perspectives of Public Library Use 2 139 4 : INFORMATION AND COMMUNICATIONS TECHNOLOGY 4.5.4 Business Link user satisfaction survey: question showed that 58% of customers only partly achievement of targets managed to find the information they needed. So in spite of the fact that 73% of library visitors did ask Action Target Achieved for staff help, only 41% had their information need Service delivered within deadlines 80% 100% completely satisfied. Clients contacted within timescale 80% 100% This second response was less favourable than Answers & information accurate 80% 96% those reported in the Business Link customer Service appropriate 85% 96% satisfaction exercise. Two possible reasons for this Diagnosis correct 90% 100% are suggested: first, the Hicks survey covered a Referrals appropriate 80% 100% different cross-section of users from Business Link; Staff knowledgeable & professional 95% 100% secondly, the Hicks survey is likely to have included Clients return to Business Link 80% 96% many users who attempted to use the library’s Service benefitted client’s business 50% 100% resources without any assistance from staff, thus obtaining less favourable results. Dissertation review The responses to these questions seem to The value and impact of public business information demonstrate an awareness of the high quality of services for small and medium sized enterprises: resources coupled with some frustration and inability a literature review and case study was a Master’s to access them. On the credit side, the fact that dissertation by Amanda Hicks, carried out at 73% of customers ask for staff help is an indication Loughborough University, September 1997 (Hicks). that the new post of Business Librarian has added As part of her dissertation Amanda Hicks produced real value to the business information service. The a Business Library survey, and analysed 94 forms survey also indicates a need for training among non which were collected from library visitors during a specialist staff. three week period from 16 July to 6 August 1997.
The survey collected attitudes to the whole Business References Library service, including valuable information relating to electronic information sources. One Hicks, Amanda (1997). The value and impact question showed that 95% of respondents rated of public business information services for small the resources of the library as fairly good, good or and medium sized enterprises: a literature review excellent; 5% described them as moderate and no and case study. MA dissertation, Loughborough: respondents rated them as poor. However, another Loughborough University.
140 Perspectives of Public Library Use 2 4.6 Exit Survey
4.6 Exit survey
Capital Planning Information Ltd for Bromley Leisure & Community Services
Bromley has an excellent track record in commissioning and carrying out market research. In this latest survey, 1,156 respondents from nine sites were interviewed as they left libraries. The main part of the survey investigates user preferences for a range of possible new services, particularly IT based options. It was noticeable that for IT‑based proposals, favourable responses were more likely to come from younger users.
February 1997. Internal report, available to colleagues for £10 from: [email protected].
Methodology This was an exit survey, based on a short written The age range of the sample did not precisely reflect questionnaire, which was used to interview users as the quotas shown in Table 4.6.1, but higher numbers they left Bromley libraries. of young/middle aged users were interviewed than in previous random samples in Bromley A structured or quota sample was used with (see Table 4.6.2). participants selected by age. Previous market research studies in Bromley had revealed much about the needs and demands of frequent users 4.6.2 Age of respondents - usually elderly - but less was known about the Age No. of respondents (%) specific needs and possible future demands of younger users. The quotas were consequently 15-19 76 (6.6%) deliberately skewed to include a greater percentage 20-24 64 (5.5%) of younger users, aged 16-45 years, than were 25-34 181 (15.7%) known to exist in the user population as a whole. 35-44 247 (21.4%) They were constructed according to the figures in 45-54 199 (17.2%) Table 4.6.1. 55-64 130 (11.2%) 65-74 179 (15.5%) Exit surveys were carried out at nine libraries. 75+ 79 (6.8%) Interviews were undertaken on weekdays and weekends (Saturdays) and included morning, afternoon and evening periods. 1,156 respondents were interviewed from a total of nine libraries - 513 (44%) were male and 643 (56%) female. A quota of 100 respondents per library was the target - achieved in all but one service point.
4.6.1 Quotas (stratified sample structure) User Resident % Adult Sample Age population population population per 100 (%) (%) M F M F 15-19 3.6 3.7 3.7 3.6 4 4 20-24 2.7 8.7 4.3 4.4 4 4 25-34 10.8 18.4 9.1 9.3 9 9 35-44 20.0 17.5 8.6 9.0 9 9 45-54 16.0 14.7 7.2 7.5 7 8 55-64 16.0 13.2 6.3 6.9 6 7 65-75 19.0 11.2 4.9 6.2 5 6 75+ 10.8 9.0 3.0 6.0 3 6 47 53
Perspectives of Public Library Use 2 141 4 : INFORMATION AND COMMUNICATIONS TECHNOLOGY Current use of libraries Services used Respondents were asked to indicate which services Occupation of respondents they had used on the day of the survey and also the Professional people, the retired and house‑persons services they had used during the past year. Books represented the largest groups responding to the for leisure was the most popular service, with more survey questionnaire (Table 4.6.3). The sample was than half having used it on the day of the survey and steered towards 16-45 year olds. three-quarters of the sample in the past year. Other popular services included, in order of importance, 4.6.3 Occupation of respondents books for study, reference materials, videos, Occupation No. of respondents (%) children’s books, photocopiers, and newspapers and Professional 294 (25.4%) magazines (Table 4.6.5). Skilled/non manual 92 (8.0%) Length of stay in library Skilled/manual 93 (8.0%) The majority of users only remained in the library Manual 28 (2.4%) for short periods of time. Nearly half of the sample House‑person/carer 176 (15.2%) were there for fewer than 15 minutes. A third of the Student 120 (10.4%) sample spent 15-30 minutes. These groups were Unemployed 39 (3.4%) predominately borrowers and returners of material. Retired 305 (26.4%) Only 7% of users remained in the library for periods Other 10 (0.9%) of 1-4 hours - which may have been influenced by the small amount of space devoted to study in the Frequency of visits branches (Table 4.6.6). More than half the sample (62%) used (Table 4.6.4) the library once or more than once a fortnight. How long did you stay in the library 4.6.6 today? How often do you visit this library? 4.6.4 Length of stay No. of respondents (%) Frequency No. of respondents (%) Less than 15 minutes 567 (49.0%) First visit 35 (3.0%) 15-30 minutes 392 (33.9%) More than once a week 265 (22.9%) 30-60 minutes 115 (9.9%) About once a week 219 (18.9%) 1-2 hours 59 (5.1%) About once a fortnight 254 (22.0%) 2-4 hours 21 (1.8%) About every three weeks 150 (13.0%) Longer 3 (0.3%) About every four weeks 130 (11.2%) Less frequently 104 (9.0%)
4.6.5 Which of the following services have you used? Today During the past year Service No. of No. of respondents (%) respondents (%) Books for leisure 660 (57.1%) 887 (76.7%) Books for study 251 (21.7%) 523 (45.2%) Books for children 189 (16.3%) 308 (26.6%) Compact discs 48 (4.2%) 180 (15.6%) Music cassettes 24 (2.1%) 185 (16.0%) Talking books 32 (2.8%) 120 (10.4%) Newspapers and magazines 130 (11.2%) 273 (23.6%) Photocopier 52 (4.5%) 295 (25.5%) Videos 60 (5.2%) 350 (30.3%) Study space 33 (2.9%) 127 (11.0%) Multi-media open learning materials 4 (0.3%) 41 (3.5%) Exhibitions 19 (1.6%) 114 (9.9%) Reference books, pamphlets, brochures 157 (13.6%) 518 (44.8%) Local history materials 16 (1.4%) 149 (12.9%)
Note: Open learning materials were only available in one (the central) library, though they were available in branches via the reservation service.
142 Perspectives of Public Library Use 2 4.6 Exit Survey
Combining library visits with other activities Do you ever need to ask assistance The majority of customers (53.5%) make a special 4.6.8 from library staff? journey to the library (Table 4.6.7a). This suggests Always 25 (2.2%) that library use is not casual and is a regular and Sometimes 868 (75.1%) determined activity. Of those who combine library Never 263 (22.7%) use with other activities (see Table 4.6.7b), 326 (28% of the whole sample) visit the library while shopping. Very few respondents make ‘casual drop-in while Use of computer catalogue passing’ visits. More than half of the respondents to the survey reported that they are able to use the computer Did you make a special journey to 4.6.7a the library? catalogue without assistance from staff (Table 4.6.9). However, many are unable, unwilling or have little No % interest in consulting the catalogue when seeking Yes 618 53.5 materials. No 538 46.5 Are you able to use the library computer 4.6.9 catalogue unaided?
Journey combined with another Yes 633 (54.7%) 4.6.7b activity No 523 (45.3%)
No % Going shopping 326 28.2 Undertaking leisure activities 77 6.7 Going to or from work 62 5.4 User views on potential new services Taking children to school 29 2.5 Respondents were asked for their views on Attending school/college 17 1.5 the desirability of a range of new or enhanced Other 7 0.6 library services. More than 47% of respondents Total 538 46.5 indicated that they would definitely or probably use PCs if they were available for public use in libraries - the younger the respondent the more User need for staff help likely an expression of interest (Table 4.6.10). 44% The majority of users (75%) require the assistance of would definitely or probably use Internet access staff at some time, but 23% claimed that they never Table 4.6.11), 43% would definitely or probably use need any help to find the resources or materials they remote searching services (Table 4.6.12) and 34% need (Table 4.6.8). would definitely or probably use electronic document delivery services (Table 4.6.13).
4.6.10 Would you use PCs available for public use in libraries? Age Definitely Maybe Definitely not 15-19 44 (57.9%) 17 (22.4%) 15 (19.7%) 20-24 39 (60.9%) 10 (15.6%) 15 (23.4%) 25-34 66 (36.5%) 46 (25.4%) 69 (38.1%) 35-44 85 (34.4%) 63 (25.5%) 99 (40.1%) 45-54 53 (26.6%) 38 (19.1%) 108 (54.3%) 55-64 24 (18.5%) 18 (13.8%) 88 (67.7%) 65-74 20 (11.1%) 11 (6.1%) 149 (82.8%) 75+ 5 (6.3%) 7 (8.9%) 67 (84.8%) Total 336 (29.1%) 210 (18.2%) 610 (52.7%)
Perspectives of Public Library Use 2 143 4 : INFORMATION AND COMMUNICATIONS TECHNOLOGY 4.6.11 Would you use Internet access from a public library? Age Definitely Maybe Definitely not 15-19 44 (57.9%) 20 (26.3%) 12 (15.8%) 20-24 34 (53.1%) 12 (18.8%) 18 (28.1%) 25-34 50 (27.6%) 52 (28.7%) 79 (43.6%) 35-44 70 (28.3%) 68 (27.5%) 109 (44.1%) 45-54 49 (24.6%) 47 (23.6%) 103 (51.8%) 55-64 16 (12.3%) 14 (10.8%) 100 (76.9%) 65-74 11 (6.1%) 12 (6.7%) 157 (87.2%) 75+ 3 (3.8%) 1 (1.3%) 75 (94.9%) Total 277 (24.0%) 226 (19.6%) 653 (56.4%)
Would you search for books in the library catalogue and reserve them 4.6.12 using your computer at home, work, school or college?
Age Definitely Maybe Definitely not 15-19 26 (34.2%) 32 (42.1%) 18 (23.7%) 20-24 32 (50.0%) 9 (14.1%) 23 (35.9%) 25-34 65 (35.9%) 33 (18.2%) 83 (45.9%) 35-44 98 (39.6%) 56 (22.7%) 93 (37.7%) 45-54 73 (36.7%) 27 (13.6%) 99 (49.7%) 55-64 16 (12.3%) 7 (5.4%) 107 (82.3%) 65-74 17 (9.4%) 9 (5.0%) 154 (85.6%) 75+ 2 (2.5%) 0 (-) 77 (97.5%) Total 329 (28.5%) 173 (14.9%) 654 (56.6%)
Would you like to have articles from newspapers, journals and 4.6.13 magazines sent to you electronically via your computer at home, work, school or college?
Age Definitely Maybe Definitely not 15-19 37 (47.4%) 18 (23.7%) 21 (27.6%) 20-24 24 (37.5%) 9 (14.1%) 31 (48.4%) 25-34 39 (21.5%) 32 (17.7%) 110 (60.8%) 35-44 68 (27.5%) 53 (21.5%) 126 (51.0%) 45-54 48 (24.1%) 24 (12.1%) 127 (63.8%) 55-64 15 (11.6%) 6 (4.6%) 109 (83.8%) 65-74 6 (3.3%) 9 (5.0%) 165 (91.7%) 75+ 3 (3.8%) 1 (1.3%) 75 (94.9%) Total 240 (20.8%) 152 (13.1%) 764 (66.1%)
Respondents were requested to provide information 4.6.14 Do you have a telephone, cable TV, about their use of or access to telephones, cabling a personal computer, a Modem, an (Cable TV/Telephone), PCs, modems etc - in order Internet connection or work or store to assess the likely future interest in IT services smart cards? provided by their library both locally and remotely No. of (%) (see Table 4.6.14). About half the sample had respondents experience of smart cards, which have several potential applications in a public library context. Telephone 1,123 (97.1%) Forty‑two percent of households had access to a PC Cable TV/telephone 273 (23.6%) (Table 4.6.15) although only 8% were connected to Personal computer 486 (42.1%) the Internet (Table 4.6.16). These results suggest a modem 175 (15.1%) population (particularly those under the age of 55) Internet connection 94 (8.1%) with a high degree of interest in IT services. Work/college smart/identity card 214 (18.5%) In-store loyalty card 601 (52.0%)
144 Perspectives of Public Library Use 2 4.6 Exit Survey 4.6.15 PC ownership by age 4.6.16 Internet access by age Age Yes (%) No (%) Age Internet (% of total 15-19 49 (68.1%) 23 (31.9%) access age group) 20-24 29 (51.8%) 27 (48.2%) 15-19 6 (7.9%) 25-34 74 (45.9%) 87 (54.1%) 20-24 12 (18.7%) 35-44 135 (63.4%) 78 (36.6%) 25-34 18 (9.9%) 45-54 103 (58.2%) 74 (41.8%) 35-44 32 (12.9%) 55-64 31 (25.6%) 90 (74.4%) 45-54 17 (8.5%) 65-74 25 (14.4%) 149 (85.6%) 55-64 3 (2.3%) 75+ 6 (7.8%) 71 (92.2%) 65-74 4 (2.2%) 75+ 2 (2.5%) Total 452 (42.0%) 599 (57.0%) Total 94
Respondents were asked if they were interested (although still significant) interest in fax machines in other types of service enhancement. Library (Table 4.6.18) and debit cards to pay for library users were particularly interested in being services (Table 4.6.21). The most elderly group of able to return items when libraries were closed respondents were generally less interested in service (Table 4.6.19), return items to any branch within enhancements and required the maintenance of the Bromley (Table 4.6.20) and extended opening hours status quo. Younger and more mobile users would (including Sundays) (Table 4.6.17). There was less be willing to travel to libraries offering enhanced services.
4.6.17 Would you find extended opening hours (including Sundays) useful? Age Definitely Maybe Definitely not 15-19 42 (55.3%) 17 (22.4%) 17 (22.4%) 20-24 30 (46.9%) 14 (21.9%) 20 (31.3%) 25-34 92 (50.3%) 39 (21.5%) 50 (27.6%) 35-44 112 (45.3%) 57 (23.1%) 78 (31.6%) 45-54 88 (44.2%) 41 (20.6%) 70 (35.2%) 55-64 33 (25.4%) 26 (20.0%) 71 (54.6%) 65-74 23 (12.8%) 25 (13.8%) 132 (73.3%) 75+ 8 (10.1%) 8 (10.1%) 63 (79.7%) Total 428 (37.0%) 227 (19.7%) 501 (43.3%)
Would you like to be able to send or receive a fax from a machine located 4.6.18 in a library?
Age Definitely Maybe Definitely not 15-19 13 (17.1%) 29 (38.2%) 34 (44.7%) 20-24 21 (32.8%) 19 (29.7%) 24 (37.5%) 25-34 63 (34.8%) 40 (22.1%) 78 (43.1%) 35-44 59 (23.9%) 66 (26.7%) 122 (49.4%) 45-54 63 (31.7%) 41 (20.6%) 95 (47.7%) 55-64 36 (27.7%) 17 (13.1%) 77 (59.2%) 65-74 21 (11.7%) 18 (10.0%) 141 (78.3%) 75+ 2 (2.5%) 2 (2.5%) 75 (94.9%) Total 278 (24.0%) 232 (20.1%) 646 (55.9%)
Perspectives of Public Library Use 2 145 4 : INFORMATION AND COMMUNICATIONS TECHNOLOGY
Would you like to be able to return a book to the library when it is 4.6.19 otherwise closed?
Age Definitely Maybe Definitely not 15-19 63 (82.9%) 10 (13.2%) 3 (3.9%) 20-24 51 (79.7%) 5 (7.8%) 8 (12.5%) 25-34 149 (82.3%) 13 (7.2%) 19 (10.5%) 35-44 192 (77.7%) 25 (10.1%) 30 (12.1%) 45-54 145 (72.9%) 19 (9.5%) 35 (17.6%) 55-64 67 (51.5%) 21 (16.2%) 42 (32.3%) 65-74 53 (29.4%) 26 (14.4%) 101 (56.1%) 75+ 16 (20.3%) 9 (11.4%) 54 (68.4%) Total 736 (63.7%) 128 (11.1%) 292 (25.2%)
4.6.20 Would you like to be able to return borrowed books CDs, videos etc to any library in Bromley? Age Definitely Maybe Definitely not 15-19 57 (75.0%) 7 (9.2%) 12 (15.8%) 20-24 43 (67.2%) 3 (4.7%) 18 (28.1%) 25-34 115 (63.5%) 18 (9.9%) 48 (26.5%) 35-44 167 (67.6%) 28 (11.3%) 52 (21.1%) 45-54 134 (67.3%) 17 (8.5%) 48 (24.1%) 55-64 70 (53.8%) 13 (10.0%) 47 (36.2%) 65-74 88 (48.9%) 15 (8.3%) 77 (42.8%) 75+ 24 (30.4%) 7 (8.9%) 48 (60.8%) Total 698 (60.4%) 108 (9.3%) 350 (30.3%)
Would you like to be able to use a credit card, debit card or library based 4.6.21 membership/charge card to pay for charged services?
Age Definitely Maybe Definitely not 15-19 20 (26.3%) 24 (31.6%) 32 (42.1%) 20-24 22 (34.4%) 14 (21.9%) 28 (43.8%) 25-34 64 (35.4%) 30 (16.6%) 87 (48.1%) 35-44 75 (30.4%) 44 (17.8%) 128 (51.8%) 45-54 65 (32.7%) 36 (18.1%) 98 (49.2%) 55-64 23 (17.7%) 16 (12.3%) 91 (70.0%) 65-74 22 (12.2%) 21 (11.7%) 137 (76.1%) 75+ 5 (6.3%) 5 (6.3%) 69 (87.3%) Total 296 (25.6%) 190 (16.4%) 670 (58.0%)
146 Perspectives of Public Library Use 2 4.7 Electronic serials in public libraries
4.7 Electronic serials in public libraries
Kate Brunskill, Margaret Kinnell Evans, Cliff McKnight, Anne Morris. Department of Information Science, Loughborough University
A BLRIC‑funded research project investigating the impact of electronic serials in UK public libraries – through a postal questionnaire and four case studies.
Brunskill, Kate, and others 1998. Electronic serials in public libraries. ISBN 0 7123 9721 3, London: British Library Research and Innovation Centre, BLRIC report 118.
Findings evaluative directory of Internet-based newspapers and magazines can be found in the report. Background to the project The project was carried out at Loughborough Provision of electronic serials University’s Department of Information & Library The postal survey found that 61% of respondents Studies (DILS) between June 1997 and June had electronic holdings; however, the number of titles 1998, funded by the British Library Research and held was generally modest (an average of just six Innovation Centre. It has investigated the impact titles). Most were held or accessible only at the main of electronic serials on UK public libraries. For the library and perhaps in a handful of branch libraries purposes of the project, ‘serial’ was defined as: (19% of respondents made e-serials available newspapers, popular magazines and e-zines. Two in branch libraries). The majority of e-serials primary methods of data collection were employed to were newspapers and, for 96% of respondents, gather information about public libraries’ approaches these were in CD-ROM format only. Just three to electronic serials: a postal questionnaire survey of respondents were providing access to multi-title all 194 UK public library authorities (which achieved services and three had taken out a subscription to an a return rate of 59%) and case studies of four Internet-based serial. authorities. Promoting electronic serials The report introduces the context for the research, During case studies, a variety of promotional noting that, as public libraries move into the activities and strategies were reported, though networked environment, it will be critical that promotion was usually for electronic resources in librarians maintain an awareness of the opportunities general rather than specifically for electronic serials. and challenges presented by electronic resources. Some staff were concerned that promotion may The main aim of the project, therefore, was to raise users’ expectations to a level which cannot provide data and information which would give public yet be met. Strategies included: information leaflets library managers a context for strategic decisions (usually made available only in libraries providing on the management and exploitation of electronic the services); bookmarks given away with lending serials. stock; bulletins (especially targeted to specific types of user); banners at service points with Internet Availability of electronic serials access; lists of holdings (on OPAC or via printed The types of electronic serial available in authorities lists); shelving CD-ROM boxes along with printed are introduced. Public libraries have a solid history resources; press releases and announcements; and of providing newspapers on CD-ROM and most special events and open days of the UK’s ‘quality’ newspapers, as well as a handful of popular magazines, are now available The role of electronic serials in this format. The Web is also being used by Case study staff believed that electronic serials an increasing number of publishers to provide were more useful for information purposes than for electronic serials. Most are an electronic version leisure. They commented on the benefits and pitfalls of an existing printed publication, though they are presented by electronic serials. Pitfalls included: often inferior to the original in terms of content. A the slowness of Internet access, long-term access to large proportion of Web-based magazines fall into serials not held locally, loss of content during the shift the ‘entertainment and leisure’ bracket, though more from print to electronic format, currency, browsability. weighty publications are also available, especially Benefits centred on: space savings, additional in the areas of popular science and business. An search features, the increased number of titles
Perspectives of Public Library Use 2 147 4 : INFORMATION AND COMMUNICATIONS TECHNOLOGY available via the Internet, the speed of updating and archives. However, many users were simply not the possibility of using innovative services to bring interested in e-serials, either because they did not in new users. Staff also expressed concerns about: have time or they preferred printed formats; others the practical implementation of electronic serials, had been put off by charges (usually for Internet funding implications, the need for improved technical access). support, the complexities of negotiating licenses and electronic copyright, the impact of charging for Performance indicators – the full report introduces Internet access. the problems of applying performance indicators to e-serials, and some measures and indicators are Management issues proposed. The report introduces the management issues relating to electronic serials. These fall into four main areas: Conclusions and recommendations The report concludes that electronic serials present Serials policies - the survey found that there was something of a missed opportunity for public a lack of policy documents relating to electronic libraries. Few authorities have plans either to extend serials. Just 12% of respondents had a policy their provision of CD-ROM serials or to exploit relating to the provision of serials (in any format). serials freely available via the Internet. Clearly, there Most respondents reported that they tend to work to are problems to be overcome before e‑serials will informal priorities instead. be genuinely useful to public libraries. The main recommendations arising from the research are that Staff issues - case studies revealed the problems public libraries need to: faced by staff when supporting electronic serials. Those interviewed did not feel that there had been • collect data relating to their provision of serials in a direct impact on them but that the problems of various formats in order to measure performance supporting electronic resources in general was and to facilitate the development of national a major issue. Troubleshooting and the need to benchmarks manage booking mechanisms were the two main issues. Much of the training offered had been ad • extend networks in authorities as far as possible hoc, and both front-line and senior staff stressed that within their financial limitations to ensure that training programmes are essential to ensure that all libraries have equal access to the additional skills and confidence levels are high. It was noted content offered on and through networks that the lower levels of ICT training and awareness in branch libraries was a particular problem. • explore and evaluate Internet content; there is an urgent need to develop weblists both locally and Use and users - just 36% of survey respondents with on a national scale holdings of e-serials were measuring their use, and even where they were doing so measurements were • negotiate trial offers, or exploit existing publishers’ only infrequent or informal. One senior librarian trial offers, in order to evaluate more titles and noted that measurements of ICT use are currently determine which other CD-ROM serials will meet not acceptable as justification for funding. During the needs of their users case studies, only a handful of users were observed to use an electronic serial and all of these were using • work with publishers to develop solutions to the CD-ROMs. A number of Internet users reported that licensing problem; national co-operation might they have accessed Web-based serials; they had help in the development of consortia licenses been attracted by their up-to-dateness, extra content • take an integrated approach to the provision of and added features, searchability and access to electronic and printed resources.
148 Perspectives of Public Library Use 2 5.1 Public library stock management
Stock management 5
Perspectives of Public Library Use 2 149 5 : STOCK MANAGEMENT
5.1 Public library stock management
Capital Planning Information Ltd for the Library Association and the National Acquisitions Group, funded by the British National Bibliography Research Fund
A report to the British National Bibliography Research Fund on research undertaken for the Library Association and the National Acquisitions Group on the formulation of national guidelines.
Public library stock management, January 1998. ISBN 1 870269 21 7, National Acquisitions Group, Westfield House, North Road, Horsforth, Leeds LS18 5HG (BLRIC report 98, BNBRF report 90).
Summary targets, refurbishment, relegation, withdrawal and These guidelines are based on a review of the stock security policies. Summaries of policies literature and consultations with key individuals in should be available to the public. public libraries. They were validated by a focus group of interested parties during January 1998. • The monitoring of stock policies and the standards set out within them The For the purposes of the research and the guidelines measurement of the performance of stock is an stock was defined as: essential element of monitoring, review, selection and auditing of stock. all materials provided by public library services including books, grey literature, journals, • Budgeting for stock purchase An annual reference publications, audio and video statement of stock requirements should form the recordings, CD‑ROMs, software, and access basis of the budget. to electronic information. • Formulating stock action plans and setting The guidelines treat all formats of stock in an standards and targets for stock These inclusive way rather than regarding each as having documents should cover all aspects of stock separate stock management requirements. management from selection and promotion to withdrawal. Monitoring their implementation is a The guidelines key task for library managers. Stock Management comprises the following continuous processes: • The selection, procurement, processing and deployment of stock Criteria for selection • The preparation of stock policies (within the should reflect the library’s policies for service to context of both corporate policies, and the the community. Management information should Department for Culture, Media and Sport inform selection decisions. Procurement should Annual Library Plans) An effective stock seek to achieve best value, and will involve a management policy will be authority wide, while tendering process with clear specification by delivering stock tailored to the requirements of librarians. Overheads can be reduced by working individual communities. with other libraries as consortia.
• Analysis of stock requirements in relation • Activities to ensure the maximum use of stock to policies and community needs To include These include reading promotion, literature an analysis of user requirements as well as the development, rotation between libraries, and views of staff at all levels. monitoring of availability and use.
• Stock policies should include a description • The review of stock This will assist of: the range of stock to be held by the library decision making regarding: supplementation, service, the special requirements of particular refurbishment, de-selection, relegation and client groups, the stock management process, disposal of stock. criteria for inclusion or exclusion of materials, qualitative and quantitative targets, rotation • Security of stock and minimisation of loss
150 Perspectives of Public Library Use 2 5.1 Public library stock management
• Interactions with library co-operation Improved management of stock is constrained by the agencies difficulties associated with accessing performance information from library management systems. • Training for all staff in stock management. There is therefore a requirement for exchange of ideas and good practice along with the development Only half of the public library authorities in England of enhanced software by the suppliers. Similarly, and Wales have published stock management training is required for all staff, and opportunities to policies. Although there are good examples of exchange information on stock management. policies, each authority should produce their own to reflect their particular circumstances. The guidelines represent the current position and require regular review to take account of changing Shifting the emphasis in stock management from policies and practice. selection and acquisition to promotion and rotation is necessary because of the declining resources available to public libraries.
Perspectives of Public Library Use 2 151 5 : STOCK MANAGEMENT
5.2 Audio-visual materials
Ian Smith Westminster Libraries and Archives
Over the past decade the provision of audio-visual materials has been the fastest growing service in UK public libraries, but little research has been carried out on it. This summary is taken from an in-depth study of video and recorded music services in Westminster libraries based on an analysis of management information - with a particular focus on use, expenditure and income. The summary omits material in the original study on the commercial market for these media, though the linking sections between the markets and library services are retained.
August 1997. Report may be purchased from Iona Cairns (Adult Lending Services Manager), Charing Cross Library, 4 Charing Cross Road, London WC2H 0HG.
Income from audio-visual materials (sales of withdrawn stock, fines and reservations on audio-visual material) £235,000 was raised by In 1996/7, video recordings raised £161,700 of audio-visual stock - 25% of the Westminster Libraries direct income for Westminster libraries, and music Business Unit income. The details are depicted in recordings, £54,000. Including associated income Fig 5.2.1.
5.2.1 Westminster libraries income (1996/7)
Fines
Video rentals
Music recordings
Withdrawn book sales
Other sales
IfB
Photocopying
Requests
Orchestral sets
Other 0 5 10 15 20 25 30 % of total income
152 Perspectives of Public Library Use 2 5.2 Audio-visual materials Videos Library video issues Since the introduction of videos at Westminster Commercial videos and the library market libraries, issues have steadily increased - from 1993/4 The libraries have committed themselves to to 1996/7 by nearly 80%. generating income from a declining market - that of video rentals. With a broad based stock, libraries are However, since April 1997 video issues have fallen trying to duplicate the video retail market. The rental significantly at most libraries for the first time since the market requires investment in premises, staff and a introduction of the video service. membership scheme. Libraries already have all these so it could be argued that they are well placed to Many factors are likely to influence the performance of compete in this market. Important points are: the video lending service: • Video rentals are almost entirely of major • The local market and demand for the product Hollywood films, when they are first released for • Charging policy and loan periods rental • Quality and suitability of the stock • Marketing and promotion is heavily concentrated on major Hollywood films • Presentation, access and customer service.
• Most rented videos are watched at the weekend The most obvious change from 1996 to 1997 has been • The age profile of the total audience watching the extension of the loan periods at most libraries for Westminster libraries videos corresponds to that some categories of videos: of those using videos from libraries - primarily • Non-new release feature films are now lent for one people in their 20s and early 30s. week, not one night The main features of the service provided by the large • Many non-feature film videos are lent for three video rentals company, Blockbuster Videos, are: weeks, not one week.
• Categorisation - clear distinctions between Extending the borrowing period probably reduces categories such as ‘comedy’, ‘action’, ‘sport’ etc the frequency with which films are borrowed. A film • Very spacious arrangement - most stock borrowed on Saturday morning and returned one week displayed face on later on Saturday afternoon may not be borrowed until the following weekend (this being the time when most • Heavy promotion of a few new releases customers wish to watch videos) and will have missed • Only about five or six films at any one time are out a whole weekend as a potential loan. offered at the most restrictive rate - £3 or £3-50 for an overnight loan Video issues by subject and film category As with commercial video rental, library borrowing • Most films are offered for two nights’ loan is dominated by feature films. The percentages of • Prices are clearly indicated, either on the video or total video loans in the libraries are: features 71%; on the shelf by the videos at that price. non‑features 14%; children’s 15%. 5.2.2 Feature film issues by certificate (1996/7)
35
30
25
20
15
% of feature film issues
10
5
0 U PG 12 15 18
Perspectives of Public Library Use 2 153 5 : STOCK MANAGEMENT 5.2.3 Non-feature video issues by category (1996/7)
50
45
40
35
30
25
20
15 % of non-feature video issues video non-feature of %
10
5
0 Health Computers Food Lang Music Nature Paranormal Sport Transport Travel Other
Fig 5.2.2 shows feature film issues by viewing Video expenditure certificates. Nearly two thirds of feature film issues Overall, the relationship between issues and are 15 or 18 certificate - a similar proportion to those expenditure is a close one - over four years, both borrowed from commercial outlets. have risen by nearly 80%. However there have been wide variations between service points. Overall, Non-feature film issues are spread over a range issues per pound spent have been 1.8 (for all of categories (see Fig 5.2.3), but a few stand out stock about 2.8 - a figure based on ‘all materials’ as being significantly popular. The most important expenditure). single category is Body and Mind (mostly health and fitness videos included in the figure as ‘health’). Video income Travel and Nature also take more than 10% of During the period from 1993/4 to 1996/7 income non‑feature issues. However, each individual increased by 34%, but the income per issue fell by category is only a small percentage of the overall 25%. Issues increased at a faster rate than income. total - Body and Mind is 2.6% of video issues and From 1995/6 to 1996/7 issues increased by 28% but Travel is 1.5%. income only increased by 7%. The removal of any loan charges on a wide range of non-feature videos Video stock can be assumed to have affected the income (see Total video stock in Westminster is about 12,000 below). items. Videos make up 3.4% of total lending stock (all materials) but supply nearly 9% of total issues. Video profit and loss Issues per item per year average 18, with the After rising for three years, profit on videos declined stock of only one service point underperforming by 27% during the period 1995/6 to 1996/7. Out significantly. At all libraries issues per item are of 11 libraries, eight made less profit in 1996/7 higher for feature films than for non features. than they did four years earlier. As a percentage Because of the latter, a large proportion of the total of expenditure, profit has also been declining, from stock is on the shelf (73%), rather than on loan 88% in 1993/4 to 43% in 1996/7. Expenditure has (27%). increased faster than income.
Feature films account for 71% of the video issues Video income - April to June 1997 special offers but make up only 61% of the stock. This is partly From 1st April 1997 several libraries introduced mid- a function of shorter loan periods of feature films, week special offer schemes covering new release but also indicates that stock is disproportionately videos which are normally offered for overnight loan: weighted towards non feature films (assuming that issues are taken as the key measure).
154 Perspectives of Public Library Use 2 5.2 Audio-visual materials 5.2.4 Daily distribution of video income (March-June 1997) % of total income % of total income Service point March April-June Mon-Thur Fri-Sat Mon-Thur Fri-Sat A 61 39 64 36 E 67 33 64 36 I 56 44 50 50 K 59 41 48 52 N 58 42 53 47 Average 60 40 57 43
• New release videos borrowed on Monday or • From April 1996 most adult non-feature videos Tuesday can be kept for two nights for the same were lent free of charge charge • Between 1996 and 1997 the prices of both • New release videos can be borrowed on overnight and weekly videos were increased Wednesday or Thursday for half price. • From April 1997 feature films which were not new The effect on income was monitored at five libraries releases were lent for one week (where previously (see Table 5.2.4). most libraries had been issuing them for one night) • From April 1997 many non-feature videos were Comparing March (before the special offers) to the lent for three weeks, instead of one week. period April to June, there has been no significant shift away from borrowing videos at the weekend. It In 1996/7 issues increased significantly - by 28% - is clear that customers borrow videos at the weekend but income much less so - by 7% - suggesting that because that is when they want to watch them - there was an increase in loans of free videos. the cost of borrowing is of secondary importance. Inducements to borrow videos during the week seem In the first three months of 1997/8 issues have declined to have had the opposite effect. During the period of but income has held up. Issues of weekly U certificate the special offers a greater proportion of the weekly videos (which can be assumed to be mostly children’s income was taken at the weekend. and non-feature videos), have remained at around 19,000 despite the increase in loan period. The Overall average weekly income went up after non‑feature videos, for which the loan period has 1 April, but this was entirely due to a very significant been extended, look as though they are only a small increase at one library (46%) because of a counting proportion of the issues (8%). change. Otherwise, another library showed a small fall in income, and three others slightly larger falls. The longer loan period for most feature films (and/ or the price increases) has depressed issues - There was more of a fall in income on Wednesday- demonstrated by the obvious shift from overnight to Thursday than on Monday-Tuesday, suggesting that weekly loans, but the price increase has maintained the convenience of an extra day’s loan is a bigger income. incentive than a cheaper price. Table 5.2.5 compares income for the period April to Video loan policies June, for 1996 and 1997. There have been significant changes in price and loan period:
5.2.5 Video income for April to June (1996 and 1997) 1997 1996 Issues Cost Income Issues Cost Income Overnight U 3,183 £2.50 £7,957.50 5,064 £2.00 £10,128.00 Weekly U 15,634 £0.00 19,628 £0.00 Three weekly 3,368 £0.00 0 £0.00 Overnight 15 6,748 £2.50 £16,870.00 11,851 £2.00 £23,702.00 Weekly 15 7,323 £1.50 £10,984.50 4,008 £1.00 £4,008.00 Overnight 18 2,854 £2.50 £7,135.00 6,934 £2.00 £13,868.00 Weekly 18 4,992 £1.50 £7,488.00 2,608 £1.00 £2,608.00 Total 44,102 £50,435.00 50,093 £54,314.00
Income figures are rough calculations based on notional average cost.
Perspectives of Public Library Use 2 155 5 : STOCK MANAGEMENT
New release videos quarters are aged 20 to 44. A 1996 customer survey These are major feature films, usually American, indicated that 52% of users were aged from 20 to often given considerable publicity by the studios and 44. This age group predominantly buy rock and pop initially released for retail at a premium price. Such music, but very little classical music. The demand films form the bulk of the commercial rental market. for classical music is concentrated among older The performance of 20 such titles released in 1996, people: as well as Independence Day (released in 1997), • demand for albums is concentrated on a small was analysed. number of chart best sellers This small survey revealed a number of important • the age profile of those using libraries corresponds points: to those who listen to rock and pop music
• After six months to one year in stock, some of • the demand for classical music is restricted to the videos are still categorised as new release those people who tend to use libraries less for overnight loan only. In some cases different • demand for recorded music is increasing. copies of the same title at one library have different loan status! Music recordings issues Issues of music recordings in Westminster libraries • Looking at each video’s time in stock, on average reached a peak of 245,553 in 1991/2 and have each copy is borrowed less than once a week. been declining ever since, despite a small increase Less than 3% of copies had been borrowed twice in 1994/5. In the first three months of 1997/8 issues a week. Customers do not borrow overnight loan declined at all libraries except one. One projection videos during the week of issues for all 1997/98 gives an annual figure for music issues of 158,180 - the lowest figure for more • Where videos had gone missing and a library had than ten years. Music issues have been in steady added a copy to stock some time after the initial decline, although demand for albums - measured release, that copy performed significantly less by commercial sales - is rising. Libraries are not well. Most of the demand for films occurs when providing the recorded music stock in demand by the they are new people who use the libraries. • In many cases the same title had been added to stock at different libraries several weeks apart. Since April 1993 music recordings have no longer By not making videos available at the earliest been free to the unemployed, elderly or disabled possible occasion, income is lost during the (with some exceptions) and this has most likely period when the video is most in demand caused lower borrowing by some customers. • There is no discernible relationship between profit Music recordings issues by category and the number of copies bought, although there The recorded music issue figures for 1996/7 were probably ought to be one analysed in terms of different types of music (see • ‘Blockbusters’ are usually a good investment Fig 5.2.6). Almost half of all music issues were pop music and just over a quarter classical music • One film(Independence Day) generated 2% of (including opera). The performance of pop music is total video profit! noteworthy given the three month delay in ordering new albums and the poor provision of chart material Music recordings most in demand. The music industry and the library market As with videos, the library service needs to know exactly what its objectives are regarding provision of music items. Traditionally, the library’s recorded 5.2.6 Music issues by category (1996/7) music service has been dominated by the provision of classical music. A large part of the stock is Christmas classical music. Commercially, only 8% of album World sales are classical music, but for example 22% of recorded music additions to one Westminster Stage library’s stock in 1996/7 were classical, as were 48% Pop of additions to another library’s stock. Jazz
The age profile of those joining Westminster Easy
Libraries, as well as the age profile of the overall Classical commercial market, is biased toward people in their 0510 15 20 25 30 35 40 45 50 20s and early 30s. Of adults joining the library, three % of music issues
156 Perspectives of Public Library Use 2 5.2 Audio-visual materials 5.2.7 Classical music issues and stock (1996/7)
50
45
40 Stock Issues 35
30
25
% of stock/issues 20
15
10
5
0 A C I K N Total
In all cases where data are available there is more At almost all sites pop music generates a far higher classical music stock than is suggested by the proportion of issues than classical music; at only two demand. At one site classical music forms 22% of libraries are classical issues close to those of pop the stock but only 9% of the issues, and at another music (see Fig 5.2.8). it is 48% of the stock but only 34% of the issues. Fig 5.2.7 shows the relationship between classical music stock and issues for selected Westminster service points.
5.2.8 Pop and classical music issues (1996/7)
80
Classical 70 Pop 60
50
40
30 % of pop/classical music issues
20
10
0 A B D E F G H I J K L M N Total
Perspectives of Public Library Use 2 157 5 : STOCK MANAGEMENT
Music recordings stock Music recordings income Music recordings stock (all types) is about 27,000 Income has normally risen and fallen in parallel with items, making up 8% of total stock of all materials. issues, except when subscriptions increased. Music recordings supply 7% of total issues. Average issues per music item are six but for all materials Music recordings profit and loss they are seven. These figures suggest that the Overall, the libraries have never shown a simple music stock - particularly cassettes - underperforms. profit on music recordings. However, if related income - particularly fines on overdue loans - is Stock profiling carried out in 1996 at five libraries taken into account, then the libraries showed a profit in the south of the city gives a detailed breakdown in 1996/7. into categories of the music stock (see Table 5.2.9). Table 5.2.10 shows the percentage of stock on loan Music recordings charges for the same categories at the same service points. In 1996-97 the standard charge for borrowing a CD in London ranged from nothing at Lewisham (the At all libraries there was found to be a much greater only authority now offering a free service) to £1.00 percentage of pop on loan than of classical stock, at Ealing. Apart from Lewisham only Lambeth (50p) indicating a stronger demand for pop. and City of London (40p) charge less than 60p.
Music recordings expenditure A comparison of charges with issue figures indicates There is no discernible relationship between that too high a charge might deter customers. expenditure on music recordings and issues. From Table 5.2.11 examines charges and issues in a 1993/4 to 1994/5 expenditure fell by 22% but issues number of London authorities. The figures should increased by 6%. be interpreted with great caution, since they take no account of the size or quality of stock. There have been contradictory pictures at different service points. In 1995/6 several libraries increased Those authorities that charge higher rates for their expenditure significantly but their issues borrowing CDs have very low issues, particularly fell. Another achieved a 50% increase in issues when compared with the rest of the service. The with lower expenditure. The following year its experience of Kensington and Chelsea would expenditure doubled but issues fell by 30%. suggest that a charge of 60p is no barrier to high music issues. The free service at Lewisham has not This suggests that much expenditure is ineffective produced particularly impressive issue figures. and in future needs to be redirected to meet identified demands.
5.2.9 Categories of music recordings as a % of total stock (1996) A C I K N Total Classical 45 28 18 22 48 39 Pop 36 55 77 54 34 43 Easy 4 5 0 7 3 4 Jazz 9 6 5 9 10 8 Other 7 5 0 8 4 6 100 100 100 100 100 100
All figures are percentages.
5.2.10 Percentages of music recordings stock on loan, by category (1996) A C I K N Total Classical 29 21 27 21 34 29 Pop 53 43 32 48 44 46 Easy 30 41 0 37 41 35 Jazz 37 29 28 37 37 36 Other 39 36 0 35 37 38 All 39 35 31 39 38 38
158 Perspectives of Public Library Use 2 5.2 Audio-visual materials
In Westminster, cassette charges have been reduced There is a very low rate of usage among ordinary from 50p or 60p to 24p. Issues have continued to adult members: on average only one member in fall although the charge for the service has effectively 20 had a music item on loan, but each subscription gone down. holder had an average of 1.3 items on loan.
Annual subscriptions Music sound recordings customer survey The total number of annual music subscriptions In 1995, Westminster carried out a survey of (allowing customers to borrow a set number of music customers of the music sound recordings service items for a year without further charge) has steadily (Westminster Libraries). This did give some useful fallen from about 4,100 in 1992, to 1,500 in 1997. information about who borrows music recordings. Only 40% of customers borrowed music recordings. In 1995/6 the cost of the six‑item subscriptions The 60% of customers who do not borrow music was reduced at many libraries, and the number of gave a variety of reasons for this: such subscriptions actually increased, indicating that there may be an element of price sensitivity. • 15% were unaware that they could borrow music Otherwise, there seems to be no discernible • 30% did not have a CD player relationship between price or value and the number of subscriptions. Other factors - quality of the • About 25% (who may coincide with those who stock or publicity and promotion - may determine do not own CD and cassette players) were not the popularity of music subscriptions. Annual interested in music or could not be bothered. subscriptions account for up to half the income on Top 40 album chart music recordings. The top 40 albums are highly significant in terms of sales - in 1995, they accounted for 25% of all album Recorded music borrowing by membership type A snapshot of the items on loan from the Geac sales. We wanted to know how far top albums were database on June 29th, 1997 gives an idea of who represented in library stock. Accordingly, all the borrows what. Although customers with annual albums listed in the UK Top 40 Album Chart (as listed music subscriptions make up just over 1% of all in Melody Maker, 29 March 1997) were checked on members, they borrowed 26% of all recorded music the library catalogue, together with the top 40 albums on loan and significantly more CDs than cassettes. for the whole of 1996. Both checks were made on (Holders of annual subscriptions borrowed more 12.7.97. music items than books, but still borrowed on average more books than other members.) As the number of annual subscriptions falls every year, this will have a disproportionately high effect on issues.
5.2.11 London authorities’ music charges and issues (1995/6) CD CD set Music Total Music issues charge charge issues issues as % of total Ealing £1-00 £2-00 41,488 2,019,913 2.1 Hillingdon £1-00 £1-00 26,120 2,197,419 1.2 Redbridge £1-00 £1-80 54,265 2,619,221 2.1 Richmond £0-80 £1-60 54,248 1,586,033 3.4 Wandsworth £0-80 £1-60 74,822 2,878,211 2.6 Sutton £0-75 £1-50 89,215 2,331,842 3.8 Kensington £0-60 £0-60 221,945 1,291,386 17.2 Westminster £0-50 £0-70 201,295 2,198,217 9.2 City of London £0-40 £0-40 138,018 892,452 15.5 Lewisham Free Free *169,707 1,465,085 11.6
Issue figures taken from unpublished draft CIPFA Actuals 1995/6.
* Lewisham figures include talking books.
Perspectives of Public Library Use 2 159 5 : STOCK MANAGEMENT
The findings are represented in Table 5.2.12. Of the Further checks on the actual availability in libraries of March 1997 list, 15 of the top 40 albums were not the top albums from March 1997 showed that 71% available at all in any library, and 70% of the albums of them were on loan and only 13% were available were represented by one copy or none. Of the in the library. A disturbingly high proportion of 16% all‑1996 list, more albums were available, but there were ‘missing’. Effectively, most customers would were still only 40% of items represented by one copy have had the impression that the albums were not or more. stocked. Copies available - top 40 albums 5.2.12 (1996 and 29/3/97) Staff costs Table 5.2.13 shows an approximate calculation of No. of albums No. of albums the staff time involved in processing new music items March 1997 1996 Top 40 at each library. A total of over 730 hours amounts No copies 15 8 to about 21 weeks of a full time member of staff, 1 copy 13 8 possibly at a cost of £6,000 to £8,000. Clearly this 2 copies 7 6 wipes out even the notional profit assessed for 3 copies 4 9 1996/7. 4 copies or more 1 9 Total 40 40 Video processing takes up approximately 475 hours or 13 full time weeks of staff time per year. The resulting staffing costs of about £3,000 to £5,000 are only a small percentage of the profit of about £48,000.
5.2.13 Staff time processing stock additions 1996/7 Cassette CD Video Additions Hours Additions Hours Additions Hours Total Hours/ Hours week A 231 23.1 1,951 195.1 433 36.1 254.3 4.9 B 109 10.9 198 19.8 461 38.4 69.1 1.3 E 0 378 37.8 730 60.8 98.6 1.9 F 88 8.8 306 30.6 281 23.4 62.8 1.2 G 169 16.9 984 98.4 554 46.2 161.5 3.1 H 125 12.5 0 385 32.1 44.6 0.9 I 124 12.4 222 22.2 265 22.1 56.7 1.1 J 142 14.2 625 62.5 962 80.2 156.9 3.0 K 140 14 245 24.5 386 32.2 70.7 1.4 L 85 8.5 197 19.7 236 19.7 47.9 0.9 M 64 6.4 249 24.9 460 38.3 69.6 1.3 N 217 21.7 474 47.4 532 44.3 113.4 2.2 Total 1,494 149.4 5,829 582.9 5,685 473.8 1,206.1 23.2
Assumes processing time of 6 minutes per cassette and CD, 5 minutes per video.
Reference Westminster Libraries Business Unit, Music sound recording services customer survey: full report (London : Westminster Libraries, March 1995).
160 Perspectives of Public Library Use 2 5.3 Adult non-fiction and the public library
5.3 Adult non-fiction and the public library
Ian Smith Westminster Libraries and Archives
Survey of a key public library service (adult non-fiction), based upon management information obtained from the library (housekeeping) automation system. The original survey contains much more information than is summarised here, including observations on the non-fiction publishing market, and analysis of the professional literature on non-fiction use.
July 1998. Report may be purchased from: Iona Cairns (Adult Lending Services Manager), Charing Cross Library, 4 Charing Cross Road, London WC2H 0HG.
Introduction items were not in stock for the whole period, either because they were added or deleted during the Public libraries have traditionally regarded non- year. Only live lending stock is included. The main fiction as their most important product, and the one findings are: that justifies their status and establishes their value. Most library customers over the last 200 years have • 30% of the stock was never borrowed during the wanted to read fiction, but use of non-fiction books year has increased relative to fiction. • One third of the stock was borrowed more than The report examines the library market for non- six times in the year fiction, who reads it and what kind of non-fiction is read, and puts library use into this general context. • After items ‘never borrowed’, the most common It analyses the provision and use of non-fiction in range of issues was two to five times a year. Westminster Libraries, and draws conclusions about the demand for non-fiction. By taking an average number of issues for each issue range (3.5, 8, 13 and 22 respectively) it is The study is based on the assumption that the value possible to estimate the distribution of issues. This of library materials is directly related to their use. It shows that a small percentage of the items accounts relies heavily on analysis of past circulation data for many of the issues (see Table 5.3.1). Key (Gorman and Howes, 1989). The purpose of this study findings are: is to predict future use; other research indicates that ‘past use is a good predictor of present or future use’ • The most used 13% of the stock accounts for (Baker and Lancaster, 1991). 44% of issues
• The least used 38% of stock generates only 2% Measuring stock use and popularity of issues Use of stock in Westminster • The most used one third of stock accounts for Complete data on the use of adult book stock were almost 80% of issues collected for the year from 1st October 1996 to 30th September 1997, showing the number of issues • The least used two thirds of stock accounts for of each item in stock during that period. Some only 20% of issues.
5.3.1 Adult book stock use: percentages in different issue ranges Percentages Issues per year 0 1 2-5 6-10 11-15 16+ % of fiction in issue ranges 24 6 27 26 12 5 % of non-fiction in issue ranges 31 9 28 20 9 4 % of music books/scores in issue ranges 47 11 25 12 4 1 % of items - total 30 8 27 21 9 4 % of issues - total 0 2 20 35 26 18
Perspectives of Public Library Use 2 161 5 : STOCK MANAGEMENT
In public libraries, use of non-fiction stock is less of appropriately chosen, relatively new titles in intense than the use of fiction. Only 13% of non-fiction an otherwise lesser-used subject could make the books were borrowed 11 times or more in the year. subject appear popular at a particular library.
Of the non-fiction stock, 40% of the books generated However, a comparison of all three measures of only 2% of the issues; thus some 65,000 items use across all libraries indicates a remarkable averaged one issue every four years. These 65,000 consistency. Whatever measure is used, the same items could be withdrawn with only a negligible effect type of books are popular at all libraries. on issues. It could be argued that removal of items which are not used - and tend to obfuscate more The most heavily used categories of non-fiction are attractive stock - will increase issues, by allowing practical subjects, rather than academic material: users to find more easily what they want. Language use is foreign language learning, mostly basic cassette courses; Law and Business use is Borrowing frequency by users books on writing wills, renting and letting property, In Westminster a small core of users - about 30,000 legal textbooks, management, accounting, CV’s and people - borrow books at least once a month. The interview skills, marketing and work place issues. majority of users borrow books only once or twice a year. Using data from the Geac database, a Subjects with a lot of stock on loan usually have a 1996 Westminster Customer Survey (Westminster, high level of issues per item. 1998), and knowledge of the annual total of visits and issues, it is possible to calculate the differing Those subjects with below average amounts of stock on impact of frequent and infrequent borrowers (see loan also have low issues per item (see Table 5.3.3). Table 5.3.2). Biography is an exception, suggesting that a small percentage of the stock receives a lot of use, but Most library members borrow books occasionally. that the remainder is little used. Some biographies The small number of very frequent borrowers receive a lot of use, particularly when they are accounts for most of the issues. Indeed: first published; however, most appear to have a short period of high demand (maybe for one year), • Just 18,000 library members (13% of the total) followed by a sudden falling off. borrow on average 90 items each year and account for 67% of all issues The three least used subjects - Environment, Nature, Literature - tend to be of more academic interest and • 75,000 library members (55% of the total) borrow contain fewer books of particular usefulness. on average 1.5 items each year and account for 7% of all issues. Table 5.3.3 ranks stock categories by a ‘popularity index’ – obtained by multiplying the ‘% on loan’ figure Stock performance by category by the ‘issues per item’ figure. This is in essence Three methods of ranking the use of each subject a measure of the efficiency of stock management are used in this report: processes.
• Issues per item Relative use of subjects • Percentage of stock on loan A further method of calculating a subject’s relative • Percentage of expected use. popularity is to compare the amount of use a subject receives with the actual size of the stock. Sharon A factor in all three figures is the actual amount of Baker describes a study which develops the idea of stock. Nearly one third of non-fiction stock was not ‘percentage of expected use’ (Baker, 1993). This is borrowed in the year in question. Past performance calculated by dividing the relative use by the relative is a good indication of future use, so it is unlikely holdings and multiplying by 100. Thus, that this stock will be used in future. The quality of the stock can affect use, so the right number
issues of subjectx as % of total x 100 % of expected use of subjectx = stock of subjectx as % of total
5.3.2 Distribution of issues and members Frequency of Members Visits/ Annual Issues/ % of % of all borrowing Year Issues Year members issues Once a month or more 33,000 42 2,092,500 63 24 86 Every 2 to 6 months 29,000 4 172,500 6 21 7 Every 6 to 12 months 75,000 1.5 169,500 2 55 7 Total 137,000 12 2,434,500 18 100 100
162 Perspectives of Public Library Use 2 5.3 Adult non-fiction and the public library 5.3.3 Stock categories ranked by order of popularity Rank Subject % Issues/ Popularity on loan item index 1 Computers 80 9.7 776 2 Law 69 7.4 511 3 Language 58 8.6 499 4 Paranormal 49 9.0 441 5 Business 55 7.8 429 6 Body 50 8.5 425 7 DIY 50 7.7 385 8 Photography 46 7.2 331 9 Crime 39 8.1 316 10 Food 41 7.5 308 11 Belief 42 6.3 265 12 Personal finance 36 7.0 252 13 Science 42 5.9 248 14 Fashion 41 5.7 234 15 Travel 34 6.5 221 16 Europe 36 5.7 205 17 London 38 5.2 198 18 Gardening 31 6.0 186 19 Craft 33 5.6 185 20 Media 33 5.5 182 21 Parenting 30 5.9 177 22 Pets 31 5.1 158 23 Myths 27 5.6 151 24 Politics 31 4.7 146 25 Transport 29 5.0 145 26 Art 30 4.8 144 27 Biography 24 6.0 144 28 Society 31 4.3 133 29 Education 27 4.4 119 30 History 23 5.0 115 31 Military 26 4.4 114 32 Sport 27 4.2 113 33 Music 28 3.9 109 34 Environment 22 4.4 97 35 Nature 19 4.2 80 36 Literature 23 2.7 62 Non-fiction 35 5.8 205
Percentage of expected use - most Baker suggests that subjects with an expected use 5.3.4 popular subjects of less than 80% are underused, and those greater than 120% have insufficient stock. Subject Percentage of Popularity expected use rank There is a very strong correlation between the two Computers 166 1st different measures of use: expected use, and the Language 147 3rd popularity ranking based on a combination of issues Body 146 5th per item and amount on loan (see Table 5.3.4). The Paranormal 141 7th same ten subjects figure in rankings based on the Crime 140 9th two measures (though they do not appear in the Business 134 4th same order). DIY 131 6th Food 128 10th The same correspondence between the different Law 127 2nd measures of use is evident when we look at the least Photography 123 8th
Perspectives of Public Library Use 2 163 5 : STOCK MANAGEMENT used subjects (see Table 5.3.5). Literature receives Stock size and popularity less than half the use that might be expected from 5.3.6 Subject Total Order of the size of the literature stock. stock popularity 1 Literature 11,611 36th Percentage of expected use - least th 5.3.5 popular subjects 2 Travel 11,110 15 3 History 10,199 31st Subject Percentage of Popularity 4 Biography 10,056 26th expected use rank 5 Business 6,447 5th Military 76 30th 6 Body 5,342 6th Education 75 29th 7 Art 5,137 24th Environment 75 34th 8 Society 4,559 28th Society 74 28th 9 Science 4,282 12th Nature 72 35th 10 Computers 2,868 1st Sport 72 32nd 11 Language 2,836 3rd Music 68 33rd 12 Food 2,821 10th Literature 46 36th 13 Craft 2,792 20th 14 Belief 2,767 11th 15 Sport 2,369 32nd Whichever measure of use is employed there is a 16 Media 2,077 19th clear distinction between the types of books which 17 Education 1,707 29th are popular and those which are least used. The 18 Transport 1,638 27th most popular books are either those of general 19 Music 1,452 33rd interest (the paranormal, true crime) or of particular 20 DIY 1,447 7th practical use ( computers, learning languages, 21 Parenting 1,470 21st health, DIY, jobs, CVs, child care, cooking, legal 22 Gardening 1,403 18th issues, photography). The least used books are 23 Paranormal 1,400 4th those of general academic interest. 24 Politics 1,385 25th 25 Law 1,313 2nd Book stock size 26 Nature 1,134 35th Those categories for which the libraries have most 27 Crime 1,235 9th stock are not necessarily the most popular (see 28 London 977 17th Table 5.3.6). Indeed, apart from Business and Body, 29 Fashion 771 14th the largest categories are among the least popular. 30 Personal finance 719 13th The most numerous category (literature) is the least 31 Pets 687 22nd popular. 32 Military 622 30th 33 Photography 579 8th There is no discernible relationship between the size 34 Myths 555 23rd of most categories of stock and their popularity. Law, 35 Environment 513 34th the second most popular category, represents only 36 Europe 352 16th 1% of the stock. The three most popular categories Non-fiction 108,632 - Computers, Language and Law - comprise only 6% of non-fiction stock.
The relationship between popularity and stock size the numbers of copies of books which were issued is even more distorted when we consider what is 16 times a year or more, and shows them as a available on the shelves in the libraries. On any percentage of the ‘most borrowed stock’ and of their given day in the 11 libraries there are about 600 subject stock. books on Computers, 400 books on Law, but 9,000 Literature books available. Given a loan period of three weeks, books borrowed 16 times a year will spend almost no time on library The most frequently borrowed titles shelves. Almost 40% of books on computers are in In the year from April 1997 to March 1998, about this category. 7,500 non-fiction books were borrowed 16 times or more. By identifying how many of these most The seven subjects with the highest percentage of borrowed books fell into each subject, it is possible heavily used items are also the most popular seven to see which subjects have the most popular subjects (although not in quite the same order). individual titles. (About 15,000 non-fiction items There is almost the same overlap with the top were borrowed 11 to 15 times. This is also a very subjects in the ranking of expected use. high rate of usage and these items would be worth studying). The results are very similar to those Those subjects with the lowest number of heavily given by other measures of use. Table 5.3.7 depicts used items are also the least popular on any of
164 Perspectives of Public Library Use 2 5.3 Adult non-fiction and the public library 5.3.7 Most frequently borrowed titles by subject Copies issued 16+ times pa % of total as % of as % of non-fiction Number most borrowed subject stock stock stock Computers 2.6 1,122 15.0 39.1 Body 4.9 1,495 20.0 28.0 Law 1.2 215 2.9 16.4 Language 2.6 445 6.0 15.7 DIY 1.3 201 2.7 13.9 Business 5.9 680 9.1 10.5 Paranormal 1.3 144 1.9 10.5 Science 3.9 396 5.3 9.2 Crime 1.1 110 1.5 8.9 Travel 10.2 868 11.6 7.8 Personal finance 0.7 55 0.7 7.6 Photography 0.5 35 0.5 6.0 Belief 2.6 157 2.1 5.7 Food 2.6 154 2.1 5.5 Fashion 0.7 36 0.5 4.7 Gardening 1.3 64 0.9 4.6 Sport 2.2 97 1.3 4.1 Transport 1.5 59 0.8 3.6 Craft 2.6 99 1.3 3.5 Military 0.6 21 0.3 3.4 London 0.9 31 0.4 3.2 Music 1.3 42 0.6 2.9 Biography 9.3 260 3.5 2.6 Media 1.9 51 0.7 2.5 Europe 0.3 8 0.1 2.3 Politics 1.3 32 0.4 2.3 Education 1.6 38 0.5 2.2 Pets 0.6 15 0.2 2.2 Art 4.7 107 1.4 2.1 Nature 1.0 22 0.3 2.0 History 9.4 167 2.2 1.6 Society 4.2 68 0.9 1.5 Literature 10.7 160 2.1 1.4 Parenting 1.3 18 0.2 1.3 Myths 0.5 3 0.0 0.5 Environment 0.5 0 0.0 0.0 Non-fiction 100.0 7,475 100.0 6.9
the other measures used. Within Biography the What makes a popular title? most used titles are royal biographies (almost all From Westminster’s Geac database it is possible of Princess Diana and the Duchess of York) and to identify each of the books which was borrowed recently published biographies. The most borrowed at least 16 times during the year. The list of most Literature titles are mostly practical books on borrowed titles reflects two key points: creative writing, doing research and writing essays. • The most demand is for practical books which Among popular Nature books are the Collins guides help to solve problems to flowers, birds and animals (as well as Collins how to identify edible mushrooms). • There is much more demand for general books covering a whole subject, than for books on Four subjects alone - Computers, Body, Business particular aspects of a subject. and Travel - account for 57% of all the most borrowed books.
Perspectives of Public Library Use 2 165 5 : STOCK MANAGEMENT 5.3.8 Most frequently borrowed titles and issues % of subject Titles Subject issues Copies issues from (approx.) most borrowed titles Travel 86 72,500 376 10.4 Business 50 50,000 242 9.7 Computers 34 28,000 275 19.6 DIY 20 11,000 55 10.0 Body 15 45,000 66 2.9 Language 14 24,000 71 5.9 Science 14 26,000 50 3.8 Literature 10 31,000 22 1.4
April 1997 - March 1998. Assuming average issues per copy = 20 Note: see Table 5.3.6 for total stock in these subject categories
The enormous influence of a small number of popular Established value rather than novelty is the main titles can be seen in Table 5.3.8. Twenty per cent factor in determining a book’s use. All measures of all the issues of books on Computers come from of use indicate that practical books are much more only 34 titles. Of the books on DIY, 20 titles provide in demand than academic books. General books 10% of the issues. Even though there are 11,000 covering a whole subject are in more demand than Literature books, just 10 titles (almost all on creative particular studies. writing and essay writing) provide 1.5% of issues. Although in general, academic subjects such as If it generates 16 issues a year, a copy is rarely Art and Literature are not as popular as practical available in a library. There is a need to identify the subjects, there is strong demand for some academic most sought after titles and provide them in quantities books. The established classics of religion, sufficient to meet the demand. In some cases – philosophy, literature and science are always in books on Word for windows, Internet, CVs, interview demand. A level textbooks in all subjects are in skills, English grammar, driving tests - this could demand. mean purchasing hundreds of copies. There is considerable imbalance in the library stock: A study of the list of most borrowed books establishes large numbers of books are unused, while there several clear principles regarding which items are are insufficient quantities of the books and subjects likely to be popular over a long period of time: most in demand. Since automated systems permit libraries to monitor use of particular subjects and • Useful books of practical value (e.g. on using titles, there is no reason for so much redundant stock computer software) to be retained on library shelves. • General books, particularly ‘introductions to’ a subject • A level textbooks • Standard and classic texts in almost every subject References nd • Books of longer term and permanent value Baker, S.L. and Lancaster, F.W. (2 ed. 1991). The measurement and evaluation of libraries services. • With very few exceptions (new biographies) the Arlington, Va.: Information Resources Press, pages list does not contain the most recently published 82, 94‑99. books • Many books often thought of by librarians as Baker, S.L. (1993). The responsive public library reference material (dictionaries) are heavily collection: how to develop and market it. Englewood, borrowed if made available. Colo.: Libraries Unlimited, pages 182‑183. Gorman, G.E. and Howes, B.R. (1989). Collection Conclusions development for libraries. London: Bowker-Saur, pages 147-151. Although library issues in general are falling, there is strong demand for a variety of non-fiction subjects. Westminster Libraries. Library use - frequency of Libraries are losing their share of the non-fiction borrowing (1998). Westminster Libraries Business market. Far from undermining the value of the book, Unit (A summary of the research is published in the growth in home computer use has created huge Perspectives of public library use 2.) demand for books on computing and the Internet.
166 Perspectives of Public Library Use 2 5.4 Adult fiction and the public library
5.4 Adult fiction and the public library
Ian Smith Westminster Libraries and Archives
Research carried out by analysing information about fiction use derived from estminster’sW automation system. Loan rates of library fiction stock are measured – for best-sellers, ‘literary’ authors, and prize‑winners. There are also comparisons of loan rates of hard and paperback fiction, and analyses of rates for heavily requested fiction titles.
July 1998. Report may be purchased from Iona Cairns (Adult Lending Services Manager), Charing Cross Library, 4 Charing Cross Road, London WC2H 0HG.
Borrowing of fiction genres nationally Percentage of those borrowing fiction Information contained in Libraries and the consumer 5.4.2 who sometimes borrow fiction genres 1994‑96 (Libraries) shows that over 80% of those Genre 1994 1996 borrowing books nationally sometimes borrow fiction. From 1989 to 1996 there was a small decrease in Crime 51 58 those borrowing mainly fiction, and a corresponding Historical 36 38 increase in those borrowing mainly non‑fiction (see Romance 37 33 Table 5.4.1). Adventure 25 22 20th century novels 21 20 Fiction borrowers as % of those borrowing Short stories 19 20 5.4.1 books at least 2‑3 times per year Science fiction/fantasy 16 18 Classics 20 18 1989 1996 Horror 16 16 Only fiction 13 12 Westerns 3 5 Mostly fiction 24 22 Note: Information from Libraries and the consumer Fiction and non fiction equally 72 72 1994‑96 (Book Marketing Ltd) Fiction sometimes 85 84
Note: Each category includes the category(ies) above Borrowing of fiction genres in Westminster Fiction borrowing in Westminster shows significant Over half of those who borrow fiction sometimes differences from the national situation (see borrow crime novels. This genre appears to be Table 5.4.3). Genre fiction accounts for only increasing in popularity, possibly at the expense of one third of fiction issues (less if classic fiction is romance (see Table 5.4.2). Crime is also the genre excluded), with 16% being crime fiction. All other borrowed most often (not shown in table).
Issues of Westminster fiction genres as a 5.4.3 % of total issues
Genre Total % % of total * issues of total nationally Classics 20,679 3 Crime 96,966 16 25 Graphic novels 493 0.1 Horror 12,350 2 1 Romance 37,803 6 21 Science fiction 28,388 5 2 Short stories 2,871 0.5 0.4 Westerns 1,810 0.3 1 Total genre 201,360 32 50 General fiction 419,772 68 50 Total 621,132 100 100
* Public Lending Right figures
Perspectives of Public Library Use 2 167 5 : STOCK MANAGEMENT genres account for 6% or less. Nationally, romances Nationally, several authors of established literary appear to be much more popular than they are in classics regularly record very high levels of issues; Westminster. Science fiction is more popular in in some cases - Emily and Charlotte Bronte, Lewis Westminster, but Westminster includes Fantasy in Carroll, Louisa Alcott – these are from a small Science fiction, and this may not be the case with number of titles (see Table 5.4.4). all sources of the national figures. There could be a number of reasons for these differences: Table 5.4.5 gives details of a survey of demand in Westminster for a selection of 20th century authors • The figures are not always directly comparable considered to be important - but perhaps not very popular - literary figures. Of 1,125 copies of these • Better educated customer base in London authors’ work in Westminster stock, 31% were on loan. As many of the copies involved were old and • A Westminster trend away from traditional genre in hardback, the figure of about one third of stock fiction and a greater interest in new and modern on loan indicates that demand for these authors is fiction much the same as for fiction as a whole. Many of the authors surveyed were unevenly represented, • Provision of new and modern fiction is better in with several copies of minor works present, but not Westminster libraries. the important titles. (This was particularly the case Classic fiction authors and the bookstock with Kafka.) Providing books accepted as intellectual and literary It is clear from this survey that there is demand for a has long been considered one of the key purposes range of literary fiction. of a public library. There are two related issues concerning the provision of literary and classic fiction: Measures of use There are two important measures of use in • How great is the demand for such material? Westminster: • To what extent do libraries have a duty to provide • percentage of stock on loan such material, irrespective of demand? • issues per item each year. The Westminster Libraries Stock Standards state that the three most important lending libraries will Fig 5.4.6 measures 1996‑97 use of the different provide ‘a wide range and depth of stock in most fiction genres by these two features. On both areas and formats.’ What is range and depth of measures, the general A‑Z sequence of fiction had fiction provision? What should be stocked beyond more use than the displays of genre fiction - except the immediate demands of best-seller lists? There for the ‘crime’ category. ‘Crime’ and ‘romance’ are are two aspects to broad coverage of fiction: the genre categories performing best. • Historical depth
• Contemporary writing - international authors and coverage of minority areas of interest.
5.4.4 Most borrowed classic fiction authors Estimated loans between 200,000 and 600,000 Jane Austen Thomas Hardy Daphne du Maurier Estimated loans over 100,000 Arthur Conan Doyle Rudyard Kipling J.R.R. Tolkien Charles Dickens D.H. Lawrence Anthony Trollope E.M. Forster George Orwell Estimated loans over 50,000 Louisa Alcott Wilkie Collins Robert L. Stevenson Charlotte Bronte Joseph Conrad H.G. Wells Emily Bronte George Eliot Oscar Wilde John Buchan Aldous Huxley Virginia Woolf Lewis Carroll W. Somerset Maugham
Source: Public Lending Right figures 1995-96
168 Perspectives of Public Library Use 2 5.4 Adult fiction and the public library 5.4.5 Loans of 20th century ‘literary’ authors On shelf On loan Total % on loan 1 Toole, J 2 4 6 67 2 Kafka, F 32 25 57 44 3 Pynchon, T 17 12 29 41 4 Hemingway, E 45 31 76 41 5 Isherwood, C 16 10 26 38 6 Baldwin, J 25 15 40 38 7 Huxley, A 35 21 56 38 8 Bellow, S 48 28 76 37 9 Hesse, H 14 8 22 36 10 Forster, E M 47 25 72 35 11 Sartre, J-P 10 5 15 33 12 Levi, P 17 8 25 32 13 Maugham, W S 52 24 76 32 14 Faulkner, W 25 11 36 31 15 Wharton, E 77 31 108 29 16 Woolf, V 83 31 114 27 17 Fitzgerald, F S 57 21 78 27 18 Gide, A 17 6 23 26 19 Ford, F M 9 3 12 25 20 Miller, H 32 8 40 20 21 Wilson, A 33 7 40 18 22 Boll, H 19 4 23 17 23 Priestley, J B 25 5 30 17 24 White, P 31 5 36 14 25 Svevo, I 8 1 9 11 Total 776 349 1125 31
Data collected last week of November 1997
5.4.6 Fiction genres - measures of use (1996-97)
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Paperback best-sellers an extremely good indicator of library demand. Of all Table 5.4.7 shows an amalgamation of three copies of the titles in the best-seller lists, 72% were consecutive weeks of The Bookseller top 40 on loan. Of the paperback versions, 78% were on paperback best‑sellers, and indicates the availability loan. Even a title with a large number of copies - of copies in Westminster libraries. Most titles appear such as High fidelity (67 copies) - had three quarters in all three weeks. It shows that best-seller lists are of those copies on loan. 5.4.7 Paperback and hardback best-sellers and library use Hardbacks Paperbacks Title Total On % Total On % Total % shelf on loan shelf on loan on loan Bridget Jones’ diary 9 100 18 100 100 Alias Grace 21 4 81 15 3 80 81 Captain Corelli’s mandolin 4 1 75 35 5 86 85 Cause celeb 8 4 50 20 6 70 64 The beach 19 4 79 79 The branded man 31 14 55 15 7 53 54 Death is now my neighbour 28 11 61 34 5 85 74 High fidelity 14 4 71 53 12 77 76 Mad cows 12 4 67 67 The keys to the street 52 15 71 25 6 76 73 Icon 29 5 83 83 Ramses: the son of light 13 1 92 92 Charity 16 8 50 50 The woman who walked into doors 16 4 75 19 2 89 83 Cocaine nights 18 1 94 15 2 87 91 Cause of death 28 3 89 89 Evening class 19 1 95 22 3 86 90 Cross of St George 10 7 30 30 Shadow baby 21 10 52 2 1 50 52 Next of kin 30 12 60 14 3 79 66 Straight talking 5 100 100 The tailor of Panama 20 7 65 22 5 77 71 Quite ugly one morning 2 100 5 100 100 Popcorn 20 7 65 11 1 91 74 Horse whisperer 19 4 79 29 5 83 81 Grand affair 11 1 91 2 100 92 The clinic 9 1 89 3 1 67 83 Sophie’s world 10 1 90 16 3 81 85 Sap rising 10 100 100 Birdsong 9 5 44 8 2 75 59 The wasp factory 14 4 71 71 Accordion crimes 12 4 67 5 1 80 71 Love in the time of cholera 8 2 75 75 Shipping news 8 5 38 9 6 33 35 Desperation 32 14 56 10 2 80 62 Reading in the dark 6 3 50 8 4 50 50 Foetal attraction 7 2 71 6 2 67 69 Behind the scenes at the museum 12 5 58 26 13 50 53 The laws of our fathers 27 12 56 56 Excession 4 3 25 18 4 78 68 Star Trek new frontier 3 Anita and me 6 2 67 9 1 89 80 Men in black Feet of clay 27 23 15 20 5 75 40 Asylum 6 4 33 33 Total 636 212 67 540 120 78 72
Data collected last week of November 1997
170 Perspectives of Public Library Use 2 5.4 Adult fiction and the public library
The tables indicate that new paperbacks are Booker Prize just as popular as new hardbacks in terms of the Given the low level of expenditure on promoting percentage on loan. The presence in stock of fiction, it could be expected that the Booker Prize hardback copies has no detrimental effect on the use would have considerable impact on demand. The of paperbacks. Each hardback copy generates ten shortlists for the four years from 1993 to 1996 times as many requests as each paperback copy, were examined – on one date in November 1997 and this more than anything else prevents the copies - to assess the use of the 23 titles involved (see from appearing on the shelves. Table 5.4.8). Except for 1996, the winning title has proved to be the one most in demand. Other points to note are: The titles which have proved popular are those by • Insufficient copies are bought to meet the established and known authors who have generally demand for identifiably popular titles received publicity in addition to the Booker Prize. In almost every case paperbacks are more popular • Some titles remain in the best-seller lists for a than hardbacks. The exception was the 1995 short- long time list, which provides evidence of some strange stock selection. • Two months after the date of the best-seller lists, there were no paperback copies in stock of Out of 21 titles in stock in hardback, ten had fewer 12 titles. than 30% of copies on loan. It would seem that Booker Prize short-listing does not automatically guarantee usage and popularity.
5.4.8 Recent Booker Prize shortlist titles – stock on loan Hardback Paperback Total Year Title Author On On % On On % % on shelf loan on loan shelf loan on loan loan 1996 Last orders Swift 14 14 50 9 18 67 58 1996 Alias Grace Atwood 3 18 86 2 15 88 87 1996 Fine balance Mistry 9 2 18 1 100 25 1996 Every man for himself Bainbridge 5 17 77 77 1996 Reading in the dark Deane 4 2 33 3 5 63 50 1996 Orchard on fire Mackay 4 5 56 1 100 60 1996 Total 39 58 60 14 40 74 65 1995 Ghost road Barker 12 16 57 1 100 59 1995 In every face I meet Cartwright 10 2 17 3 0 13 1995 Moor’s last sigh Rushdie 14 5 26 1 1 50 29 1995 Morality play Unsworth 10 1 9 5 0 6 1995 The riders Winton 6 2 25 7 1 13 19 1995 Total 52 26 33 16 3 16 30 1994 How late it was, how late Kelman 9 5 36 1 2 67 41 1994 Beside the ocean of time Brown 8 1 11 2 0 9 1994 Reef Gunesekera 9 0 1 1 50 9 1994 Paradise Gurnah 4 1 20 20 1994 Folding star Hollinghurst 11 2 15 1 5 83 37 1994 Knowledge of angels Walsh 7 3 30 2 1 33 31 1994 Total 48 12 20 7 9 56 28 1993 Paddy Clarke, ha, ha, ha! Doyle 6 8 57 1 5 83 65 1993 Under the frog Fischer 4 0 0 1993 Scar tissue Ignatieff 11 2 15 15 1993 Remembering Babylon Mahlouf 6 0 1 4 80 36 1993 Crossing the river Phillips 6 2 25 2 2 50 33 1993 Stone diaries Shields 10 7 41 2 100 47 1993 Total 28 17 38 19 15 44 41 Grand Total 167 113 40 56 67 54 45
Data collected on 28 November 1997 Winning titles in grey type
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Requests Because each request is satisfied by the first copy In Westminster the availability of new best-selling available in the system, each loan of an item is hardback fiction is determined by the requests normally followed by a period in transit to another system. The top 15 hardback fiction titles for the library - to wait on a shelf for the reader to be week ending 29th November 1997 were surveyed notified and then to collect the item. The 14 titles (see Table 5.4.9). These titles had generated considered in Table 5.4.9 had all generated on an average of 47 requests each, although there average about one issue a month, irrespective of was considerable disparity between five titles their publication date. This is a very low rate of use (responsible for about 100 requests each) and the for the libraries’ most popular material. remainder. Of 213 copies of these books, not a single one was available in a library.
5.4.9 Requests for hardback best‑sellers Title Author Copies Total Active Active holds holds holds per copy Jingo Pratchett 12 13 3 0.3 Remote control McNab 5 12 8 1.6 Unnatural exposure Cornwell, P. 26 96 24 0.9 10-lb penalty Francis 17 94 32 1.8 God of small things Roy 18 108 9 0.5 Certain justice James 24 115 62 2.6 Excalibur Cornwell, B. 14 26 1 0.1 Memoirs of a geisha Golden 3 11 7 2.3 Song of stone Banks 13 14 1 0.1 Lady on my left Cookson 19 14 3 0.2 Road rage Rendell 19 88 55 2.9 Does my bum look big ... Weir 5 5 - Ghost Steele 16 39 4 0.3 Question of integrity Howatch 22 18 1 0 Total 213 653 210 Average 15 47 16
Data collected on 11th December 1997. A reissue of The Hobbit was at 6 in this list but was excluded.
Reference Libraries and the consumer 1994-96: a comprehensive guide to the library market (Sept 1997). ISBN 1 873517 41 6, London: Book Marketing Ltd.
172 Perspectives of Public Library Use 2 5.5 Library use - frequency of borrowing
5.5 Library use - frequency of borrowing
Ian Smith Westminster Libraries and Archives
This short summary is drawn from a Westminster study of management information concerning the frequency of borrowing by members. The key finding is that a high proportion of issues are made to a small proportion of the membership.
February 1998. Report may be purchased from Iona Cairns (Adult Lending Services Manager), Charing Cross Library, 4 Charing Cross Road, London WC2H 0HG.
Introduction Frequency of library use (from Geac) The following analysis looks at data on the frequency 5.5.1 Members % of borrowing from Westminster Libraries and at the important effect this has on the distribution of Last month 32,892 24 Last 2 to 3 months 14,019 10 issues among library members. It is not concerned Last 4 to 6 months 14,656 11 with other uses of the library - i.e. those that do Not in last 6 months 74,056 55 not involve recorded transactions in members’ user records. We do know that up to 40% of visits to a library do not involve the borrowing of items, and the Frequency of use by library patterns of library use by those not borrowing books There is considerable uniformity of use at libraries would certainly be worth a separate study. except that:
In this study ‘borrowing’ also includes remote use - • One library has a very low rate of regular use, for example renewal of items by telephone or letter. with only 470 people using the library at least Unless specified, ‘use’ means the borrowing, return once a month or renewal of items. • Another library has lower regular use and a slightly higher rate of members who have not There are about 700 ‘Class’ memberships involving used the library in the last six months group use of a single ticket. These memberships are used more frequently than individual memberships • The highest rates of regular use are at two very - only 36% had not been used in the previous six different libraries. months. Assuming 20 children to a class this would Different types of users add about 10% to the membership total if they Westminster has unusually large numbers of users were treated as individuals. However institutional who are not resident in the borough. There is very and class use of libraries is a separate issue from little difference between the borrowing patterns of individual use. The analysis of individual library use residents and non residents, although non residents is not affected significantly by the existence of class are slightly more regular users. use. Table 5.5.2 shows that children are slightly more Frequency of library use regular users than adults. (This would be even From the Geac database we know that library more noticeable if children using class memberships members use their library membership cards with were treated individually.) More than half of all the frequency depicted in Table 5.5.1. (These child members have used the library in the last six rates of use appear to change very little over time.) months. Youth members (16-17 year olds) use the Thus approximately one quarter of library members library least frequently. actually used the library in the previous month and it is assumed that this number regularly use the library Frequency of use by age group each month. 5.5.2 Adult Child Youth Last month 24 25 21 Not in last 6 months 56 44 57 % of members in each group.
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Frequency of use and issues Using the data from Geac (which gives very In 1996/7 there were approximately 2,500,000 consistent information on frequency of library use), issues and 2,400,000 visits to community libraries and the last customer survey (which gives some in Westminster. We know from the 1996 survey idea of the habits of regular users), it is possible that about 60% of those visiting a library borrow to estimate the data in Table 5.5.4 and Fig 5.5.5. something. Therefore there are about 1,600,000 We know the total issues for the year (2.5 million) visits a year resulting in the borrowing of items. and the approximate number of borrowing visits (1.6 million). Therefore it is assumed that each The 1996 survey gives some information about borrowing visit results in 1.5 issues. However: how often regular customers visit the library. This survey took place over one week, so the likelihood of • It seems likely that the ‘visitors’ figure is an over frequent and infrequent users being in a library to be estimate surveyed can be calculated as in Table 5.5.3. • Book Marketing Limited assert (England, 1992) that regular borrowers borrow more books on each visit than do less frequent borrowers. It is Probability of regular or infrequent 5.5.3 users being surveyed possible that the following figures underestimate the importance of regular borrowers. Users by frequency of use Chance of being surveyed This analysis shows the extremely disproportionate Last month 81% impact of the small number of borrowers who use the Last 2 to 3 months 10% library frequently: Last 4 to 6 months 6% • 6% of users account for 35% of issues Not in last 6 months 3% • 24% of users account for 86% of issues • There are 75,000 members (55% of the total) A Westminster report in Section 5.3 was referenced who account for just 7% of the issues. as ‘Westminster’ (Westminster Libraries Business Unit).
5.5.4 Frequency of members’ visits linked to issue number Members Visits/ Visits Issues Issues/ % of % of (000’s) year (000’s) (000’s) year members issues At least weekly 8 70 560 840 105 6 35 Weekly 10 52 520 780 78 7 32 Fortnightly 10 24 240 360 36 7 15 At least monthly 5 15 75 113 23 4 5 Once a month or more 33 42 1,395 2,093 63 24 86
Every 2 to 3 months 14 5 70 105 8 10 4 Every 4 to 6 months 15 3 45 68 5 11 3 Every 2 to 6 months 29 4 115 173 6 21 7
Twice a year 38 2 76 114 3 28 5 Once a year 37 1 37 56 2 27 2 Every 6 to 12 months 75 1.5 113 170 2 55 7
Total 137 12 1,623 2,436 18 100 100
Figures in italics are estimates based on 1996 customer survey.
174 Perspectives of Public Library Use 2 5.5 Library use - frequency of borrowing 5.5.5 Frequency of members’ visits linked to their share of total issues
% of issues
Two kinds of users? • Of those users only borrowing two items a year: In addition to considering users according to − What makes them use the library? characteristics such as age, sex and language, it − Is it a correct assumption that most people may also be relevant to think about users in terms only want a limited range of specific material. of the frequency of their borrowing. Out of about 135,000 members there are 18,000 who account for • How do we increase the borrowing of users who 67% of all borrowing. Another 75,000 members are already take 90 to 100 items a year? responsible for just 7% of issues. Thus there are at least two significant groups of users: We need to decide whether to concentrate services • Those borrowing about 90 items a year on a small core of regular users (equivalent to less than 10% of the local population) or to look for ways • Those borrowing two items a year. of developing the service to meet the needs of the majority of users who only borrow items infrequently. Conclusions We can make assumptions about library use, but it could be very productive to investigate: • How accurate is the above analysis? It should be possible to analyse a random sample of user References records directly from Geac over a period of time. Westminster Libraries Business Unit. 1996. Libraries User Survey : full report. London: Westminster • Of those 55% of members who have not Libraries, 12. borrowed in the last six months, how many have used the library at all other than to join? England, L. 1992. Borrowing books : readership • Why is the pattern of low use so different at one and library usage in Great Britain. London : Book library only? Marketing, 18. • Do frequent users borrow more books on each occasion?
Perspectives of Public Library Use 2 175 5 : STOCK MANAGEMENT
5.6 Paperbacks in public libraries
Joan Reuben
This is a report of research into several aspects of paperback provision in public libraries. It was undertaken - in association with the Library and Information Statistics Unit (LISU) - as a dissertation for a Masters qualification at Loughborough University.
Reuben, Joan 1998. The use, acquisition and cost-effectiveness of paperbacks in public libraries. MA dissertation, Loughborough University, supervised by David Spiller. To be published by LISU, Spring 1999.
Introduction then identified other editions of the titles - whether these were published before or after the editions The work comprised four pieces of research, originally identified. The relationships between them reported below. This summary omits a number were analysed. of features from the dissertation, and many of the detailed data, including: authority information Publication patterns by format on the cataloguing, display and reinforcement of Fig 5.6.1 depicts format information from the four paperbacks; user preferences on print size and samples, showing the original format of the title library layout; and the surveys on the durability of selected, plus any subsequent formats. different binding/reinforcing methods. In the ‘general fiction’ category, 60% of the titles Publication patterns appeared first in hardback and then in paperback - much the largest percentage amongst the four We looked at the sequence of publication for samples to display this ‘traditional’ format pattern. hardback and paperback versions of the same title, Surprisingly, 96% of all the titles appeared in the time intervals between the formats, and the price paperback at some point - again the highest differences. We selected four samples of book titles percentage amongst the four categories. 28% at random from March 1995 issues of the Bookseller, appeared only in paperback.
5.6.1 Sequence of publication formats, by category % in each category
Paperback only
176 Perspectives of Public Library Use 2 5.6 Paperbacks in public libraries
The ‘genre fiction’ category presented a more varied Hard and paperback price differences picture with 42% of the titles following the ‘hardback For general fiction, the median price of hardbacks then paperback’ pattern, 15% appearing ‘only in was £15 – more than double that for paperbacks hardback’ and 27% ‘only in paperback’. (£5.99). The median price difference between the two was £9. The medians conceal a considerable In the ‘biography’ category, 35% of titles appeared as range of price differences, from £3 to £12. ‘hardback then paperback’, 38% of titles as hardback only, and 19% as paperback only. Prices for genre fiction were quite similar. The median price of a hardback was £15.49 and of a The ‘medicine’ category was different from the other paperback £5.99. The median difference between three, since very few titles appeared in more than the two was £10. Again the medians concealed a one format: 54% were in ‘hardback only’ and 38% wide range of price differences, the highest being ‘paperback only’. £12 and the lowest £5.
Intervals between hard and paperbacks There were only five titles for which both hard and Fig 5.6.2 summarises - by category - the intervals paperback prices for biographies were available. between the publication of hard and paperback titles The median hardback price was £16.99 – more than for those titles which had been published in hardback double the median paperback price of £7.99. The initially. median difference between the two was £10. In the case of general fiction, 16 (89%) of the 18 titles appeared in paperback within 18 months of the Paperback provision in public libraries hardback, and 39% appeared within nine months. The aim of the survey reported in this section was to Paperbacks for genre fiction and biographies had provide a current picture of paperback provision in longer gestation periods. With ‘genre fiction’, 59% of UK public libraries, covering the extent of paperback the paperback editions appeared within 18 months, provision compared to hardback, the cataloguing and a further 18% within 19-36 months. With and display arrangements for paperbacks, the forms biographies, nearly half the hardback titles had not of reinforcement used, and librarians’ estimates of appeared in paperback - at least not at the time of paperback shelf lives. this survey. Of the remaining 11 titles, eight had appeared within 18 months.
5.6.2 Intervals between hard and paperback publication, all categories Number of titles
Medicine
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A questionnaire was sent by post to all 208 UK Paperback purchasing of different book library authorities, and 148 replies were received - a categories response rate of 71%. Respondents were asked: Please state which format is generally preferred when purchasing the following Quantity of paperback purchasing categories of books (assuming both formats to be Respondents were asked: Did you keep a record available)? The answers prompted were: adult of the number of paperbacks purchased? Four out reference; adult non-fiction; adult classic fiction; adult of five respondents (119 out of 148, or 80%) said light fiction. that they did not have a record of the number of paperbacks purchased. Responses, from all 148 authorities, are summarised in Fig 5.6.4. A majority of authorities had ‘no Figure 5.6.3 shows the responses for the 22 preference’ in the case of reference, adult non- authorities which gave full replies and for which fiction and classic fiction books - though where a information on total book acquisitions was preference was indicated, the hardback format was available from the LISU public libraries database. preferred by more authorities for reference and Paperback provision was substantial, with only one by slightly more for classic fiction. The paperback authority buying fewer than 5,000 books. Fifteen format was preferred by slightly more for adult non- authorities (68%) bought between 5,000 and 30,000 fiction. Opinions expressed for light fiction were paperbacks. Three bought more than 100,000. different, with nearly half of all respondents preferring The median number purchased by this group of paperbacks, and 41% having no preference. 22 authorities was 19,000. When these figures were looked at in relation to total book provision, it Respondents were also asked: In what circumstance was clear that there was considerable variation in would you buy paperbacks rather than hardbacks? paperback purchasing patterns. For four authorities The prompted responses were: to provide copies (18%) paperbacks accounted for 60-70% of books for waiting lists; where the price difference is purchased. For ten authorities (45%), around half considerable; for reference books; for works likely the books purchased (40-60%) were paperbacks and to have limited readership; other circumstances. for six authorities (27%) they accounted for 20-40%. Responses were received from 132 authorities There were two extreme values: for one authority on waiting lists, 144 on price differences, 105 on it appeared that only 4% of the books purchased reference books, and 131 on limited readership. were paperbacks (perhaps there was a recording error here). For one large authority, 85% of books Nearly all respondents said they would prefer purchased were paperbacks and it was stated that paperbacks when there was a large price difference, it was the policy of the authority to buy paperbacks 90% ‘when there was a limited readership’ and 83% wherever possible. would buy paperbacks for waiting lists. Only 38% said they would buy paperbacks for reference works.
5.6.3 Paperbacks purchased (% of total book acquisitions)
Median = 46% % of total books purchased
178 Perspectives of Public Library Use 2 5.6 Paperbacks in public libraries
5.6.4 Authorities’ preferred formats for book categories Number of responses
Hardback Paperback No preferences
Paperbacks and the public library user Respondents’ reasons for preferring 5.6.5 paperbacks This survey aimed to find out whether - in 1998 - the format preferences of public library users had Their lightness/portability 62 (67%) changed since those reported in surveys 10-15 Easy to handle/grip 22 (24%) years earlier. Two hundred adults were interviewed Value judgements 11 (12%) - 100 at Cambridge Central library and 100 at Aesthetic reasons 8 (9%) Peterborough library in Cambridgeshire. Total number preferring the paperback edition 93 Format preferences for fiction Respondents were shown the same fiction title, in both hard and paperback editions. The two editions had a similar print size, and had received similar Respondents’ reasons for preferring amounts of (slight) wear. The hardback was in a 5.6.6 hardbacks plastic sleeve and the paperback a plastic jacket. Respondents were asked: If you wanted to borrow Their durability 25 (36%) this book, and both these copies were available, Easy to handle/grip 21 (30%) which would you choose - the hardback or the Value judgements 16 (23%) paperback? Aesthetic reasons 10 (14%) Legibility/print size 10 (14%) Overall, the responses were: 93 respondents Tradition/familiarity with the format 2 (3%) (46.5%) preferred the paperback format, 70 (35%) Not mislaid among own paperbacks 1 (1%) the hardback, and 37 (18.5%) had no preference. Total number preferring These findings show two differences from those of the hardback edition 70 previous surveys: first, more people expressed a preference for paperbacks than for hardbacks, which Format preferences for non-fiction was not the case in surveys carried out in the 1980s Following the question about preferences for fiction, (Goodall) (Spiller); secondly, views appear to have respondents were also asked: For a non-fiction polarised, with most people expressing a preference book, which format would you prefer? Table 5.6.7 for one format or the other, and relatively small (overleaf) summarises the responses, and compares numbers reporting ‘no preference’. them to the responses for fiction. Overall, 80 Respondents who had expressed a preference for respondents (40%) preferred non-fiction in hardback, one format or the other were asked for their reasons 65 (32.5%) preferred paperbacks, and 55 (27.5%) for the preference, more than one reason being had no preference. The preferences relating to acceptable. Tables 5.6.5 and 5.6.6 summarise non-fiction were different from those for fiction: reasons for preferring, respectively, paperbacks and more people preferred hardback for non-fiction than hardbacks. for fiction, and more people had ‘no preference’. Perspectives of Public Library Use 2 179 5 : STOCK MANAGEMENT 5.6.7 Format preferences for non-fiction and Durability related to issues and/or time on the fiction shelf Considerations of space have obliged us to omit the Number (%) preferring each format for: details of the surveys from this summary, but we try Non-fiction Fiction here to relate the omitted data for both ‘issues’ and Hardback 80 (40%) 70 (35%) ‘time on the shelf’. For background information, Paperback 65 (32.5%) 93 (46.5%) Fig 5.6.8 shows the median numbers of issues No preference 55 (27.5%) 37 (18.5%) for the four biography samples, together with the Total 200 200 median time (in months) that the books had been on the shelves. We see that hardbacks in sleeves, and Substantially fewer people preferred paperbacks for paperbacks in plastic jackets, had on average been non-fiction than was the case for fiction. on the shelves for considerably longer than the other two categories, and had sustained considerably larger numbers of issues. However, this information Durability and cost-effectiveness of does not take condition into account - and in any paperbacks case it refers to books during, not at the end, of their Our aims were to determine which book formats, and shelf lives. which binding/reinforcing methods, were subject to It is helpful to summarise the condition of the books the least physical deterioration during library use. at one particular point in terms of both the ‘issues’ We also wanted - as described later in this section - and ‘time on the shelf’. Condition was indicated to relate the costs of different formats and reinforcing by a scoring system described in the dissertation, methods to their durability, so as to determine which with a high score conveying ‘good’ condition, and methods were most cost-effective. low scores ‘poor condition’. The maximum possible In the first part of the exercise, we compared the score was 15. condition on library shelves of hardbacks and After 20-30 issues, hardbacks in sleeves obtained paperbacks - the latter subjected to various covering condition scores of 11-13; paperbacks in plastic and reinforcing methods - and related them to a) jackets, 9-12; paperbacks in takibak, 7-11; and the number of issues they had sustained, and b) the laminated paperbacks 7-12. length of time they had been on the open shelves. After 48 to 72 months on the shelf, hardbacks in A study of 100 titles from the biography section sleeves achieved scores of 11-13; paperbacks in was carried out, at Peterborough Central Library, Cambridgeshire.
5.6.8 Median issue numbers and months on shelf for durability samples Median issue numbers & median months on shelf
180 Perspectives of Public Library Use 2 5.6 Paperbacks in public libraries plastic jackets, 8-12; and paperbacks in takibak 9-11. several methods) to yield ‘shelf-ready’ costs. These Only two laminated paperbacks had been on the averages were then divided by the estimated life in shelf this long and they had scores of 7 and 10. issues for different formats to give ‘cost per issue’. (The detail of the calculations may be found in the In summary, it is clear that hardbacks in sleeves full dissertation.) withstood repeated issues well, as did paperbacks in plastic jackets. The performance of the paperbacks The average cost per issue of fiction hardbacks was in plastic jackets is particularly impressive, given around 1.4 times that of fiction paperbacks, and their softer format. Indeed at the point at which the cost per issue of non-fiction hardbacks around they were examined, the paperbacks in jackets 1.3 times that for non-fiction paperbacks. We had on average been issued slightly more than concluded that on average the paperback format the hardbacks - though this may have been an was the more cost-effective option - even allowing accidental function of the random choice of books. for the additional administrative costs of reordering paperbacks which had worn out more quickly than It is also clear that the condition of paperbacks in hardbacks. However, cost-effectiveness is sensitive takibak and laminated paperbacks did not stand to the price differences between hard and paperback up to use nearly as well. At the point at which they formats. The smaller the price difference, the less were examined, the laminated paperbacks had on cost-effective is it to buy the paperback version. average sustained very few issues - though again Where the hardback is double the cost of the this may have been accidental or might suggest paperback, the paperback is more cost-effective; but that lamination was not a common treatment until where the hardback is less than 1.6 times the cost of recently. the paperback, the hardback is more cost-effective. One would expect issues to cause books to deteriorate more rapidly than time on the shelf, because issues cause the books to be handled more frequently. This thesis is certainly borne out by the survey. References Cost-effectiveness Goodall, D. (1989). Browsing in public libraries. The dissertation combined the information on Department of Library & Information Studies, durability with cost data, to produce measures of Loughborough University of Technology. cost-effectiveness. The average purchase costs of fiction and non-fiction hard and paperbacks Spiller, D.J. (1980). The provision of fiction for public were combined with the costs of reinforcement (by libraries. Journal of librarianship 12(4), 238-265.
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Practical stock management and stock rotation on mobile libraries: 5.7 case studies in six English authorities
Christopher I Lumb
Summary taken from a dissertation submitted for an MA degree. The author carried out case studies of mobile libraries in six public library authorities: the Worksop, Apsley and West Bridgford areas of Nottinghamshire; Rotherham; Kirklees; Lincolnshire; Derbyshire; and Barnsley. The dissertation concentrates on stock management - especially stock rotation - though other management aspects are also referred to. This resume is drawn from the author’s own ‘Summary and analysis of case studies’. Much additional information can be obtained from the original work - notably the case studies and the author’s discussion of the issues and conclusions.
Lumb, Christopher I 1998. Practical stock management and stock rotation on mobile libraries: case studies in six English authorities. MA dissertation, Loughborough University, Department of Information Science, supervised by John Sumsion.
Organisation of services • Derbyshire has three maximum capacity vehicles A wide variety of managerial and operational - larger than conventional mobiles, with a shelf methods were found: capacity of 3,700-4,000 volumes. They operate more as small branch libraries on wheels, • In Nottinghamshire and Lincolnshire, mobiles spending half or full days in each community. An are generally based at large static branches and Assistant-in-Charge is responsible for all three included in district or area circulation rotas for services, and the vehicles travel to all parts of the stock purpose. In Nottinghamshire, librarians county. All three are the responsibility of a district responsible for both adult and junior stock on librarian, and are included in a comprehensive the three mobiles all work at the mobiles’ base new stock circulation system involving all 12 libraries. In Lincolnshire the system is similar, service points in the district. but every district employs four area librarians, each with specific responsibilities for an aspect of Routes and communities served service throughout all service points – e.g. for all Most mobiles studied operate a fortnightly route adult stock or all junior stock. schedule, though a few are weekly.
• In Barnsley and Rotherham, mobiles are Except in Rotherham, base days are usually whole administered by a separate Mobiles Division. days. They are used for stock revision work, In Barnsley a Senior Assistant-in-Charge is cleaning vehicles, and routine maintenance. responsible for stock and staffs the mobile full‑time. In Rotherham a Senior Librarian All mobiles studied operate on weekdays, during (Mobiles and Community Care Division) is the day - predominantly to very young or older responsible for stock at several service points, customers. The Derbyshire mobiles operate to 6pm including the two mobiles. In both authorities the or 6.30pm on four weekday evenings. Barnsley and mobiles have their own premises, where they are Rotherham mobiles operate on some or all weekday garaged, and where reserve stock is kept. evenings. Kirklees operates from 9am to 8pm every weekday. One mobile operates on Saturday • In West Kirklees the four mobiles operate from morning. a central base - the authority’s Cultural Services Headquarters - which also houses the specialist Most ‘service times’ - i.e. the average time per week ‘Children’s Book Service’, and all reserve stock the vehicle is open to customers, excluding travelling for the West Kirklees area. Two assistant time between stops - are between 20-30 hours per librarians (job share) are responsible for the week. The highest figure, in Kirklees, is about 40. mobiles service and for stock in four other static No mobiles were open for fewer than 19.5 hours a branches. But each mobile is included separately week. in the stock exchange cycle which involves all 18 service points in the area.
182 Perspectives of Public Library Use 2 5.7 Practical stock management and stock rotation on mobile libraries
There is a wide variation in the number of stops In Nottinghamshire, Lincolnshire, Barnsley and served by each mobile, ranging from 66 for Rotherham the library assistants have some Apsley (Nottinghamshire) to 180 for Worksop responsibility for stock exchanges. In Derbyshire (Nottinghamshire). The average length of time per and Kirklees this function is carried out centrally. stop varies from 13 to 43 minutes. Issue figures Staffing Table 5.7.1 shows the total issues for each mobile All the mobiles are staffed on the daily routes by in 1996-97, and the proportion of adult and junior library assistants rather than by qualified librarians. issues. The range per mobile is from 59,114 to Kirklees single-staffs its vehicles with 117,022. The median is 84,635. driver/assistants (several originally employed as drivers). In Rotherham, Barnsley and Lincolnshire, Though issues for Apsley (serving Nottingham City) the library assistants work full-time on the mobile and were the lowest, they still compared very favourably do not work in static service points. with many of the 20 static services points within the city boundary. In Nottinghamshire and Derbyshire the mobiles are staffed by a number of different assistants (as many Few authorities were able to provide a breakdown as 10 in one case), who do the same routes each of issues figures by stock category, but all said that week or fortnight. In Nottinghamshire most of these adult fiction predominated. Adult fiction issues on staff also work in static service points. the Derbyshire mobiles were 61% and 63% of total issues, and in Kirklees 70%. Adult issues comprised a high proportion of total issues, ranging from 75% to 86% across the eleven mobiles.
5.7.1 Book issues figures 1996-97 Authority and mobile library Adult issues % Junior issues % Total issues
Derbyshire (1) MCV2 64,174 76 20,461 24 84,635 MCV3 70,527 77 21,036 23 91,563 Nottinghamshire Aspley 46,523 79 12,591 21 59,114 West Bridgford 55,440 82 12,075 18 67,515 Worksop 100,411 86 16,611 14 117,022 Barnsley (2) 71,342 83 14,881 17 86,223 Rotherham (3) M2 Not available Not available 80,709 M3 71,413 Kirklees (4), (5) 50,895 78 14,629 22 65,524 Lincolnshire Boston (6) 73,079 84 13,729 16 86,808 Holbeach (7) 82,352 80 19,444 20 101,756
Notes: (1) Junior issues for MCV2 and MCV3 include Jigsaws (2) Figure for total Spoken Word issues included in Adult issues (3) 1995-96 figures (4) Figure for total Spoken Word issues included in Adult issues (5) Kirklees figures are average figures for four vehicles (6) Figures for total Spoken Word and Videos issues included in Adult issues (7) Figures for total Spoken Word, Videos and Other have been included in Adult issues
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Stock Stock is clearly geared towards adult customers - Table 5.7.2 shows the total stock held by each adult stock comprising 70-80% in many cases. Adult mobile, and the balance of stock in the major stock fiction is the biggest single element, accounting for categories. ‘Total stock’ includes bookstock for over 60% of stock on four mobiles, and only dropping lending which is either on loan or on the shelves at below 50% in Derbyshire and two of the Lincolnshire the annual count. vehicles. (In the two Derbyshire vehicles, 47% and 48% of stock is adult fiction, but the proportion of Total stock allocated at the annual counts ranged total issues generated by adult fiction is 61% and from 6,500 to 10,000. (The shelf capacity of most 63%.) mobiles ranges from 2,500 to 3,000). Kirklees, by rotating vehicles weekly, estimate that they can give The amount of adult non-fiction stock is relatively mobile customers access to 11,000 different books low on all vehicles, falling below 10% of all stock in over a four-week period. Barnsley and Kirklees, and rising above 20% only on the five Lincolnshire mobiles.
5.7.2 Total stock and bookstock proportions 1996-97 Authority/mobile Total stock % adult % junior % AF % ANF
Derbyshire MCV2 8,638 67 33 47 19 MCV3 8,840 68 32 48 18 Nottinghamshire Aspley 6,472 72 28 61 11 West Bridgford 6,673 76 24 60 16 Worksop 7,447 73 27 61 15 Barnsley 11,565 (1) 77 23 67 9 Rotherham (2) M2 9,480 64 36 50 14 M3 6,594 77 23 61 16 Kirklees (3) Not available 70 30 58 7 Lincolnshire Holland area: Boston 8,303 80 20 54 22 Holbeach 9,017 79 21 53 21 Mid-Lincs area: (4), (5) Sleaford 1 2,373 76 24 47 29 Sleaford 2 2,789 69 31 45 24 Horncastle 2,909 79 21 55 24
Notes: (1) Includes reserve stock at base (2) 1995-96 figures (3) Estimated average figures for four vehicles (4) All figures for Mid-Lincs based on shelf stock at annual count (5) AF figures for Mid-Lincs include Spoken Word stock
General notes: All proportions are percentages of total stock, e.g. ‘50%’ in AF column would indicate 50% of total stock, not 50% of adult stock. Stock proportions are for bookstock only and therefore will not all add up to 100% (audio-visual materials not included in table). Where large print stock figures were provided separately these have been included inAF.
184 Perspectives of Public Library Use 2 5.7 Practical stock management and stock rotation on mobile libraries
Stock turn Stock turn figures – mobile libraries Stock turn figures (for most of the mobiles studied) were 5.7.3 obtained by dividing total adult and total junior issues by Adult Junior the total amounts of adult and junior lending stock (see Derbyshire Table 5.7.3). MCV2 11.05 7.38 MCV3 11.66 7.41 The adult stock turn figures are very consistent, with Nottinghamshire all but one coming in the range 9.4 - 11.6. The 18.4 Aspley 9.93 7.04 figure for Worksop is extraordinary, and may have West Bridgford 10.92 7.57 been influenced by a computer error. Six of the eight Worksop (18.44) 8.30 junior stock figures obtained are in the lower range Barnsley 9.42 5.58 7.0 to 8.3. Rotherham Figures not available We compared some mobile stock turn figures Kirklees Figures not available with the stock turn for static service points in their Lincolnshire areas (see Table 5.7.4). The static service points Boston 11.07 8.07 have where possible been chosen because of their Holbeach 11.51 10.43 similar stock allocation or similar numbers of annual issues to the corresponding mobiles. Nevertheless comparisons should be treated with caution, because of probable differences in stock levels, local circumstances, and opening hours.
None of the static branches have a higher stock turn figure than mobiles in the same authority - for adult or for junior stock. In fact, most of the branch adult figures are approximately half their areas’ mobile figures.
5.7.4 Stock turn figures – comparable service points Authority/branch Adult Junior Adult Junior Stock turn stock stock issues issues A J
Derbyshire Alfreton (dist lib) 26,356 7,961 182,565 33,715 6.93 4.24 MCV2 5,825 2,774 64,174 20,461 11.05 7.38 MCV3 6,047 2,837 70,527 21,036 11.66 7.41 Nottinghamshire Western Boulevard 7,270 3,529 29,837 20,577 4.1 5.83 Aspley mobile 4,684 1,788 46,523 12,591 9.93 7.04 Cotgrave 7,163 4,500 35,925 21,327 5.01 4.74 West Bridgford mobile 5,078 1,595 55,440 12,075 10.92 7.57 Langold 4,704 1,850 20,897 5,854 4.44 3.16 Worksop mobile 5,445 2,002 100,411 16,611 18.44 8.30 Barnsley Wombwell 15,093 6,128 91,678 19,486 6.07 3.18 Mobile 7,572 2,715 71,342 14,881 9.42 5.48 Rotherham Figures not available Kirklees Figures not available Lincolnshire Donington 6,273 3,251 25,485 7,202 4.06 2.21 Boston mobile 6,602 1,701 73,079 13,729 11.07 8.07 Holbeach mobile 7,152 1,865 82,352 19,444 11.51 10.43
Notes: (1) Nottinghamshire figures for static branches based on 1995-96 statistics (2) Book stock only has been used to calculate static branch library stock turn figures. Mobile library figures include all stock (Spoken Word and Other accounts for 2-5% of stock on mobiles).
Mobiles in green font.
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Proportion of stock on shelves Usually, stock spends either six or nine months at Table 5.7.5 shows the percentage of total adult and each service point - irrespective of the numbers of junior stock on mobile shelves. The adult proportion issues. In Nottinghamshire some stock spends nine was between 35-45% for all eight mobiles which months at the first service point and six months at had a breakdown of adult/junior stock. The junior each thereafter - to allow reservations to be satisfied figures fluctuate more, ranging from 27-70% of stock first. Derbyshire operates a more flexible system, available on the shelves. with decisions on circulation chains and the length of time spent by stock at a service point made by New stock bibliographic librarians when allocating stock. Table 5.7.6 is a composite table showing the amount of new stock added to each mobile library during the Circulation chains vary between three to four service financial year 1996-97. Where all the figures were points in Mid-Lincolnshire and Derbyshire, and 10‑11 available, these have been included as a percentage service points in Worksop, West Bridgford and the of adult and junior stock. A considerable variety was Holland area of Lincolnshire. found in the replacement rates by new stock. (10% may be regarded as a healthy ratio of ‘new for old’ The stock management system operated in stock.) Derbyshire displays some of the best characteristics. The mobiles are part of a district circulation system, Circulation of new stock able to receive a wide range of stock. The circulation In most cases, a significant amount of new stock sphere of each book varies according to the number circulates between all or some of the service points of copies bought and likely demand. Some books in each area - static and mobile. The exceptions circulate between 3, 4, 6 or all 12 service points, and were Barnsley and Kirklees - the latter rotating some just between the three mobiles. The starting vehicles between routes. points for new books added to the rota vary - a common feature in most services.
5.7.5 Adult and junior book stock on loan/on mobile shelves 1996-97 Authority/mobile Total stock On loan On shelves % stock on library shelves (3) A J A J A J A J Derbyshire MCV2 5,825 2,774 3,217 1,356 2,608 1,518 45 54 MCV3 6,047 2,837 3,663 1,377 2,384 1,460 39 51 Nottinghamshire Aspley 4,684 1,788 2,809 1,111 1,875 677 40 38 West Bridgford 5,078 1,595 3,113 854 1,965 741 39 46 Worksop 5,445 2,002 3,552 594 1,893 1,408 35 70 Barnsley 7,572 2,715 4,665 1,726 2,907 989 38 36 Rotherham (1) M2 6,053 3,427 3,673 2,512 2,380 915 39 27 M3 5,072 1,522 2,857 1,102 2,215 420 44 28 Kirklees Figures not available Lincolnshire (2) Boston 8,303 4,128 4,175 50 Holbeach 9,017 4,228 4,789 53
Notes: (1) 1995-96 figures (2) Figures in each column are a total figure for Adult and Junior in each category (3) The figures in this column represent a proportion of Adult OR Junior stock. E.g. ‘45’ and ‘54’ for MCV2 (Derbyshire) means 45% of Total Adult stock was on shelves at annual count; 54% of Total Junior stock was on shelves at annual count.
186 Perspectives of Public Library Use 2 5.7 Practical stock management and stock rotation on mobile libraries 5.7.6 Adult and junior new stock additions 1996-97 Authority/mobile Total stock Additions Proportion of library (on loan + on shelves) total stock % A J A J A J Derbyshire MCV2 5,825 2,774 975 433 17 16 MCV3 6,047 2,837 1,053 488 17 17 Nottinghamshire Aspley 4,684 1,788 844 420 18 23 West Bridgford 5,078 1,595 681 292 13 18 Worksop 5,445 2,002 Barnsley 7,572 2,715 342 80 (1) 5 3 Rotherham M2 6,053 3,427 Not available M3 5,072 1,522 Kirklees Not available 431 (2) 16 (3) Lincolnshire Boston 6,602 1,701 294 Not 4 Holbeach 7,152 1,865 293 available 4
Notes: (1) Additions are estimated figures based on average prices and percentage of book fund available. (2) Average figure per vehicle of total new stock added. (3) This is the average proportion of shelf stock replaced by new stock. Proportion of total stock replaced is not known but will be lower.
Exchange of stock Other stock rotation methods ‘Exchange’ systems cover ‘older’ stock which is not In addition to the scheduled circulation and on the circulation rotas, and refer to both static and exchange methods described, stock rotates naturally mobile service points. All the mobile library services on mobile libraries from one stop to another. Stock studied exchange stock, and in most cases this returned by customers at one stop is borrowed by is done to a formal timetable. Typically it involves other customers at the next stop. choosing a certain number of books in any one category (notably popular adult fiction categories Stock is also kept fresh through the various functions such as crime, and popular adult non-fiction), and carried out by staff on days spent at the base - to exchanging them with the same number of titles from weed stock, and to exchange stock with a base another service point. It is usual for mobile libraries library or reserve stock (instead of, or in addition to, to exchange books in any one category three or four regular exchanges). times per year. Most authorities ensure that rotas for new stock circulation and ‘old’ stock exchange are complementary. In almost all cases, exchange stock is chosen by the library assistants who staff the mobiles - unlike new stock circulation systems, where librarians allocate stock to the rotas.
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5.8 A study of the provision and usage of periodicals in public libraries, using six libraries in the Midlands as case studies
Sandra Matchett
Extracts from a dissertation submitted as part of an MA degree. The summary concentrates on the section reporting the findings of user surverys in three central libraries.
Matchett, Sandra 1997. A study of the provision and usage of periodicals in public libraries, using six libraries in the Midlands as case studies. MA dissertation, Loughborough University, Department of Information Science, supervised by Diana Dixon.
Introduction and methodology Reasons for visits The dissertation research comprised: interviews Respondents were asked: Did you come into the with the librarians responsible for periodicals, in six library today SPECIFICALLY to look at a newspaper/ authorities; and surveys of periodical users in three magazine/ periodical? At Nottingham, 64% said libraries. This summary concentrates on reporting they did come specifically; at Coventry, 71%; and at the user surveys. Leicester 91% - the high figure partly explained by Leicester services being split into ‘Reference and The surveys were conducted in three central Information Library’ and ‘Lending Library’. libraries: Leicester, Nottingham and Coventry. All three took place in late June, 1997, a day being Frequency of periodical use spent in each library. At Nottingham, surveys were Respondents who said they had come specifically only carried out in the Arts and Business Libraries, to look at periodicals were then asked: How often and other departments were not included because (on average) do you come to look at this title? The of the size or layout of the periodicals collection. At findings are depicted inTable 5.8.1. Leicester, leisure and music libraries are housed separately, and their collections were not included. At Nottingham and Coventry over a third of users visited more than once a week, and at Leicester At all three libraries, users were approached as 74% did so - reflecting the particularly high use they chose a periodical, or asked for a title from the of newspapers in that library. At no library did enquiry desk, and asked to fill in a questionnaire. the numbers visiting less frequently than ‘once a The terms ‘periodical’, ‘magazine’ and ‘newspaper’ fortnight’ exceed a quarter of the total users. As were all referred to on the questionnaire. some users deliberately visit on the day a periodical is released, the findings are to an extent influenced A total of 154 questionnaires were completed: 61 by periodical publication dates. from Nottingham, 48 from Leicester, and 45 from Coventry. Six of these were unusable, leaving 148 to be analysed.
5.8.1 Frequency of periodical use Nottingham Leicester Coventry % % % More often than once a week 36.8 73.8 34.5 Once a week 28.9 11.9 20.7 Once a fortnight 13.2 4.8 20.7 Once a month 7.9 - 10.3 Less often than once a month 7.9 7.1 6.9 Don’t usually look at this title 5.3 2.4 6.9
188 Perspectives of Public Library Use 2 5.8 A study of the provision and usage of periodicals in publics libraries Periodical titles used 5.8.3 Titles used in survey and held by all Respondents were asked which periodical titles had three libraries been consulted. Many people listed more than one title, with two the average. The numbers of titles Title Used in Also held consulted overall were: Amateur Photographer N and C L The Artist N and C L Nottingham 61 (12% of the total periodical collection) Autocar N, C and L Leicester 42 (8% of the total collection) Campaign N and L C Coventry 57 (15% of the total collection) Construction News N, C and L The small number of newspaper titles (six in Country Life C and L N Nottingham and Coventry, and eight in Leicester - all Dalton’s Weekly C and L N including local newspapers, but not newspapers for Draper’s Record N and L N ethnic minorities) accounted for a large proportion Exchange and Mart C and L N of use. The Times, the Financial Times and the Guardian were the most popular. In Leicester and Flight International N, C and L Coventry, newspapers left on the tables were often Investor’s Chronicle N, C and L ‘browsed’ in a way that most other titles were not. Money Facts C and L N In Nottingham, newspapers were more tightly New Scientist N, C and L controlled from the counter. Overseas Jobs Express N and C L The proportions of newspaper vis à vis periodical PC World N and L C use are depicted in Fig 5.8.2. The Stage N and L C Time International N and C L Titles held in all three libraries and used in two or three of them are listed in Table 5.8.3.
The titles with the most mentions across questionnaires from all three libraries were:
1. New Scientist 2. Construction News 2. Investor’s Chronicle 4. Flight International 5. Model Engineer 5. Broadcast (held only at Nottingham) 7. Overseas Jobs Express 7. Railway Magazine
5.8.2 Ratio of newspaper to periodical use
Coventry
Leicester Newspapers Library Periodicals
Nottingham
0% 20% 40% 60% 80% 100%
Percentage of responses
Perspectives of Public Library Use 2 189 5 : STOCK MANAGEMENT
Reasons for use Periodical holdings Respondents were asked: For what reason did you There may be a need for libraries to develop a core look at this/these titles?, and prompted with five list of periodicals for use in public library authorities. responses plus an ‘other’ category. Some users gave The following provides a very crude ‘core list’ by several reasons - for different titles or for the same giving the periodical titles which were taken by all title. Findings are depicted in Fig 5.8.4. Some 40% three of the survey libraries. of all replies fell in the ‘leisure/hobby’ category. The relatively low response to the ‘study’ category may List of periodical titles taken by three central libraries be influenced by the timing of the survey in June, (Nottingham, Coventry and Leicester): when university students were not on campus, and school and college terms were ending. Amateur Gardening * Amateur Photographer * Demand for unstocked titles Animal Action Respondents were asked: Are there any Animal Life newspapers/ magazines/periodicals you would like to Architect’s Journal see in the library which are not currently provided? Architectural Review Arthritis Today Twelve (19%) of the 62 respondents who answered The Artist * this question suggested titles which were in fact Asian Times already in stock - indicating that the profile and Audio Visual * promotion of the periodicals collections could be Autocar* improved. BBC Wildlife The Bookseller Some of the other suggestions proposed titles which British Birds might have filled an obvious gap - such as the Irish British Journal of Photography * Times, suggested at Nottingham, where no Irish British Medical Journal periodicals were taken. Other suggestions, less Building Campaign * appropriate, fell into two groups: Caribbean Times * • Specialist titles in very narrow subject fields – e.g. Potato World, After the Battle (on military archaeology). • Titles on subjects where one or more titles were already held – e.g. titles on investment/ railways.
5.8.4 Reasons for use
35
30
25 Nottingham
20 Leicester
Coventry 15
Number of responses 10
5
0 Hobby/leisure Business/job Job ads Study Pass the time "Other" interest Reason
190 Perspectives of Public Library Use 2 5.8 A study of the provision and usage of periodicals in publics libraries
Caterer and Hotelkeeper London Gazette Church Times * Management Today * Commercial Motor Methodist Recorder * Community Care Money Facts * Construction News * Money Management * Country Life * National Geographic Nature * Crafts Dalton’s Weekly * New Internationalist * Draper’s Record * New Scientist * The Ecologist New Statesman and Society The Economist * Nursing Times * Electronics World and Wireless World * Opportunities * Engineering Estates Gazette Overseas Jobs Express * Exchange and Mart * People Management Fair Trading PC World * Farmer’s Weekly * Plays and Players * Femina Practical Wireless Financial Times Railway Magazine * Forum – Council of Europe Scientific American Flight International * Sight and Sound Geographical Magazine * The Spectator * Gardening Which? The Stage * Good Housekeeping The Surveyor * The Grocer Television Health Service Journal Times Educational Supplement * Health Which? Times Higher Educational Supplement * Industrial Exchange and Mart Times Literary Supplement Investor’s Chronicle * Universe Local Government Chronicle * What to buy for business Which?
* and used in the survey
Perspectives of Public Library Use 2 191 5 : STOCK MANAGEMENT
5.9 Title output in the UK
Philip Bryant
A study supported by the British National Bibliography Research Fund, which funds work of interest to both libraries and the booktrade. This work tracks the increases in UK book titles published in the past 40 years, under various category heads, and explores the reasons for them. This is a brief summary of a 55-page report.
Bryant, Philip 1996. Title output in the UK: figures, causes and implications. ISBN 0 7123 3305 3. London: The British Library, BNBRF report 78, £20.
Aims and conduct of the study The aims and objectives of the study were drawn up in consultation with the Publishers Association, J Whitaker & Sons Ltd., the British Library National Bibliographic Service (BLNBS), and the Standard 5.9.1a Title output 1953-93 Book Numbering Agency. The two main aims of the study were to provide: 1953 18,257 1974 32,194 1954 19,188 1975 35,608 • Information for booksellers and librarians about 1955 19,962 1976 34,434 sources of the increasing number of titles which 1956 19,107 1977 36,322 compete for their book funds or capital, and their 1957 20,719 1978 38,766 display space; the reasons for the increase and 1958 22,143 1979 41,940 the likelihood of a rise or fall. 1959 20,690 1980 48,158 1960 23,783 • Factual evidence about UK title output to inform 1981 43,083 1961 24,893 the Net Book Agreement debate. 1982 48,307 1962 25,079 1983 51,071 The study carried out an examination of the title 1963 26,023 1984 51,555 output figures produced in the UK, the USA and 1964 26,154 1985 52,994 some European countries; and gathered perceptions 1965 26,358 1986 57,845 from publishers about the possible causes of the 1966 28,883 1987 59,837 increase in title output. 1967 29,619 1988 62,062 1968 31,420 1989 66,619 1969 32,393 1990 71,331 UK title output figures 1970 33,489 1991 76,426 Total annual title output figures for new books 1971 32,538 1992 86,865 and new/revised editions 1972 33,140 1993 91,735 The agency which maintains and publishes figures 1973 35,254 of title output for the UK is J Whitaker & Sons and, unless otherwise stated, all the tables for the UK which follow have either been derived from those figures, or provided on request by Whitaker’ s Bibliographic Services. Title output for the period 1953‑1993 is given in Table 5.9.1a and Fig 5.9.1b. The totals given consist of two elements: new books and new and revised editions.
192 Perspectives of Public Library Use 2 5.9 Title output in the UK 5.9.1b Title output 1953-93
100,000
80,000
60,000 Titles 40,000
20,000
0 1953 1957 1961 1965 1969 1973 1977 1981 1985 1989 1993
Categories and classes of material making up the UK title output Amongst various cross‑disciplinary headings used A ‘school textbook’ is defined by Whitaker as ‘a text by Whitaker are ‘children’s books’ and ‘school text aimed at a child up to the age of 16 and primarily books’. ‘Children’s books’ are defined by Whitaker intended for use in the classroom; plus a text aimed as ‘texts aimed at children up to the age of 16 and at 16-18 year olds that is specifically linked to primarily intended for use in the home’. Table 5.9.2, secondary school examinations’. Table 5.9.3 shows giving the figures for 1962‑1993, shows that the the figures for 1962‑1993. The rate of increase has increase is in line with the increase of the total been less than for children’s books, the 1993 figures output. The 1993 figure is 3.6 times that for 1962. being 2.4 times that for 1962.
5.9.2 UK title output - Children’s books 5.9.3 UK title output ‑ School textbooks
1962 2,126 1978 3,010 1962 1,585 1978 1,923 1963 2,599 1979 3,214 1963 1,651 1979 2,144 1964 2,469 1980 3,485 1964 1,868 1980 2,317 1965 2,484 1981 2,934 1965 1,869 1981 1,991 1966 2,259 1982 2,917 1966 1,994 1982 1,807 1967 2,352 1983 3,449 1967 1,857 1983 1,964 1968 2,189 1984 4,430 1968 1,889 1984 1,893 1969 2,456 1985 4,410 1969 1,821 1985 1,824 1970 2,406 1986 4,642 1970 1,875 1986 2,297 1971 2,001 1987 5,217 1971 2,040 1987 2,087 1972 2,178 1988 5,209 1972 1,780 1988 2,305 1973 2,710 1989 6,425 1973 1,742 1989 2,038 1974 2,618 1990 6,316 1974 1,712 1990 2,332 1975 2,688 1991 6,820 1975 2,099 1991 3,357 1976 2,565 1992 7,515 1976 1,622 1992 2,770 1977 2,813 1993 7,603 1977 1,579 1993 3,799
Perspectives of Public Library Use 2 193 5 : STOCK MANAGEMENT 5.9.4 UK title output ‑ Total fiction 5.9.5 UK title output ‑ New hardback fiction
1962 4,232 1978 4,379 1962 1,803 1978 2,134 1963 4,249 1979 4,551 1963 1,774 1979 2,199 1964 3,957 1980 5,145 1964 1,786 1980 2,278 1965 3,877 1981 4,747 1965 1,802 1981 2,132 1966 4,263 1982 4,879 1966 2,012 1982 1,981 1967 4,163 1983 5,265 1967 2,025 1983 2,145 1968 4,315 1984 5,537 1968 1,981 1984 1,895 1969 4,405 1985 5,846 1969 2,052 1985 2,125 1970 4,449 1986 6,108 1970 1,963 1986 2,263 1971 3,759 1987 6,523 1971 1,819 1987 2,208 1972 3,685 1988 6,640 1972 1,777 1988 2,128 1973 4,145 1989 7,399 1973 1,809 1989 2,162 1974 4,154 1990 7,554 1974 1,911 1990 2,217 1975 4,198 1991 8,107 1975 1,831 1991 2,109 1976 4,025 1992 8,144 1976 1,927 1992 2,108 1977 4,487 1993 8,190 1977 1,971 1993 2,014
Fiction is probably an area where it might be expected but the system underwent revision in 1990, and by some that a marked increase would be evident; in order to obtain some idea of whether the title however, this is not the case, as is demonstrated by increase was occurring more in certain subject Table 5.9.4 for Total Fiction and Table 5.9.5 for areas over a longer period of time, the British Library Hardback Fiction. National Bibliographic Service was approached to undertake an analysis of British National Whitaker breaks down the annual title output figures Bibliography (BNB) on CD‑ROM for the years 1988 by using its own subject‑headings or ‘classifications’, (the earliest) to 1994, using a selection of 27 of the 100 main Dewey classes (Table 5.9.6).
5.9.6 Title output in 27 Dewey Classes 1988‑1994 as recorded on BNB on CD‑ROM 1988 1989 1990 1991 1992 1993 1994 Totals Generalities (00) 943 999 1,152 1,148 1,218 1,214 1,196 7,870 Paranormal (13) 208 227 237 204 218 202 294 1,590 Sociology (30) 1,274 1,500 1,450 1,601 1,752 1,760 2,053 11,390 Political Science (32) 891 951 974 1,033 1,053 971 1,067 6,940 Economics (33) 2,933 2,981 3,117 3,226 3,157 3,014 2,909 21,337 Law (34) 985 1,188 1,413 1,217 1,244 1,315 1,287 8,649 Social services (36) 1,672 1,824 1,908 2,171 2,152 2,134 1,932 13,793 Commerce/transport (38) 667 651 757 839 750 776 739 5,179 Customs/folklore (390) 235 259 266 275 367 344 350 2,096 Language/s (4) 1,570 1,487 1,551 1,541 1,388 1,594 1,497 10,628 General science (50) 208 237 276 294 260 286 266 1,827 Astronomy (52) 118 147 152 160 183 169 187 1,116 Medical sciences (61) 2,509 2,529 2,585 2,788 2,996 2,943 3,186 19,536 Engineering (62) 1,851 1,813 1,981 2,058 2,055 1,936 1,825 13,519 Agriculture (63) 776 767 750 770 824 777 777 5,441 Home economics (64) 747 728 673 701 824 849 870 5,392 Management (65) 1,339 1,372 1,351 1,425 1,534 1,619 1,742 10,382 Drawing ‑ arts (74) 712 722 801 773 827 789 755 5,379 Painting ‑ arts (75) 297 310 319 300 355 363 366 2,310 Photography (77) 165 182 157 119 169 189 199 1,180 Music (78) 498 587 551 617 671 633 624 4,181 Recreation/sport (79) 1,541 1,562 1,652 1,653 1,815 1,743 1,748 11,714 American poetry (811) 91 98 99 115 121 159 116 799 English poetry (821) 1,014 968 1,000 1,088 1,182 1,243 1,339 7,834 Geography/travel (91) 1,078 1,214 1,098 1,185 1,301 1,298 1,209 8,383 Biography (92) 220 214 224 239 297 346 292 1,832 European history (94) 2,106 2,203 2,299 2,295 2,342 2,170 2,232 15,647 Totals 26,648 27,720 28,793 29,835 31,055 30,836 31,057 205,944
Source: BLNBS
194 Perspectives of Public Library Use 2 5.9 Title output in the UK
Publishers and their title output Table 5.9.8 shows the number of publishers with The next question addressed was: how far is the titles listed in Whitaker’s Books in Print 1961‑1995. increase due to a significantly greater output of titles from mainstream publishers, how far to an increase in Despite the fact that in 1991 the 79 companies were the number of publishers, especially small ones, and publishing between them twice as many titles as thirty how far to non‑UK companies publishing in this country? years earlier, the figures below clearly illustrate the impact on overall title output of the growth in the Whitaker maintains figures of the annual title output of number of publishers. individual publishers and was able to count and compare the output for 79 significant companies which were in In order to obtain some idea of the relative increase existence in 1961 and which were also in existence in in the number of companies according to the likely 1991.The output for these two years was counted and quantity of their title output, an analysis was carried compared. (Companies such as Collins were omitted out of the ISBN prefixes for publishers with titles in since their 1991 structure ‑ e.g. HarperCollins ‑ was print at five‑year intervals 1979‑1994. This is given totally different to that which existed in 1961). in Table 5.9.9. Prefixes are allocated according to the publishers’ own statements of their expected Table 5.9.7 gives total annual output figures of the output over a ten‑year period. In the case of the 79 significant publishers. larger publishers in business at the time the ISBN scheme was introduced, most were allocated The ‘total output’ from the 79 publishers represents prefixes that would last them for several decades. 27.9% of the 1961 total output and 17.6% of the The title allocation for the various prefix ranges within 1991 total output from all publishers. the 0 and 1 groups (the primary English language speaking areas of the world) are as follows: The new/revised edition output from the 79 2 digits = 1,000,000 publishers represents 27.5% of the 1961 output and 3 digits = 100,000 20.3% of the 1991 output. 4 digits = 10,000 5 digits = 1,000 6 digits = 100 7 digits = 10
Title output of 79 companies publishing Publishers recorded as having titles 5.9.7 in the UK: 1961 and 1991 compared 5.9.8 listed in Whitaker’s Books in Print
1961 1991 Edition No. of Edition No. of ALL PUBLISHERS publishers publishers New book titles 18,487 56,216 1961 1,843 1981 9,199 New/revised editions 6,406 20,210 1965 1,913 1982 9,470 Total output 24,893 76,426 1967 3,500 1983 9,805 New/revised editions as 1968 3,500 1984 10,169 percentage of ‘total output’ 25.7% 26.4% 1969 3,500 1985 10,588 THE 79 PUBLISHERS 1970 4,000 1986 11,346 New book titles 5,195 9,355 1971 5,600 1987 12,180 New/revised editions 1,759 4,107 1972 6,800 1988 13,137 Total output 6,954 13,462 1973 7,000 1989 14,500 New/revised editions as percentage 1974 7,700 1990 16,168 of total ‘79 Publishers’ output 25.3% 30.5% 1975 8,400 1991 17,894 Average annual title output 1976 8,700 1992 18,905 per ‘79’ publisher 1977 8,872 New book titles/publisher 65.8 118.4 1993 21,274 1978 9,158 New/revised editions/publisher 22.3 52.0 1994 23,704 1979 9,919 1995 26,019 1980 10,133
5.9.9 ISBN prefixes belonging to publishers active in 1979, 1984, 1989, 1994 0 and I group prefixes Other group prefixes 2‑digit 3‑digit 4‑digit 5‑digit 6‑digit 7‑digit All digit ranges 1979 18 284 317 937 4,186 2,494 120 1984 18 250 341 1,102 4,413 2,681 191 1989 18 227 373 1,480 6,228 4,744 392 1994 18 246 442 2,962 9,053 9,073 910
Perspectives of Public Library Use 2 195 5 : STOCK MANAGEMENT
Overseas input to UK title output figures The group members were then asked to select the The publishers’ focused consultation group ranked fivecauses they considered to be the most important More imports from overseas publishers being and to prioritise them. These were then allocated a recorded in the UK in joint second position in the top score of 5 to 1 in decreasing order of priority. eight causes of the increase in title output, whereas the opinion survey of booksellers and librarians The ranking of the causes with the five highest shows it ranked eighth out of the ten issues listed scores resulted in eight being listed (Table 5.9.11) for consideration. The publishers’ view is justified by because a number of the issues shared the same Table 5.9.10. totals. Apart from these eight there was very little sign of any particular consensus regarding the Imported titles included in the UK remaining causes, the scores for these being low 5.9.10 title output figures for 1961 and 1991 and scattered.
New book New/revised Total titles editions 1961 USA and Europe: making comparisons USA 2,360 700 3,060 A great deal has been made of the fact that, when Other overseas 179 21 200 compared to the situation overseas, this country 2,539 721 3,260 appears to publish disproportionately more titles 1991 - especially when the comparison made is with USA 11,815 3,296 15,111 American output. Is this criticism fair, or even true? Other overseas 3,394 443 3,837 15,209 3,739 18,948 Table 5.9.12 shows the situation in France, Germany, the Netherlands and Spain from 1984 to 1992 as recorded by figures given in the UNESCO Statistical Causes of the title increase: publishers’ Yearbook. (Note: No information is given in the focused consultation group Yearbook as to the source of the data for France and Spain. The West German figures were produced A letter of invitation from David Whitaker, the Project by the Börsenverein des Deutschen Buchhandels Director, was posted to the chief executives of and obtained from them, and the figures for the 21 publishing companies on 24 May 1995. This Netherlands were supplied by the Dutch ISBN invited either them, or an appropriate member of Office.) their senior staff, to attend a consultation meeting to be held on 19 June 1995 at The Publishers Although these figures show a marked increase in Association. There were 11 acceptances. title output, relatively the increase is not as great as that of the UK and also it displays much more The question ‘What are the causes of, and issues variation over time than is the case with the UK raised by, the considerable increase in title output figures; nevertheless the number of titles published in the UK’ was displayed to the group and each per head of population in a small country such as member was given a sheet of paper and asked to Holland is the same as for Spain and only a little less write down in as brief a form as possible as many of than for the UK. the causes and issues as they could think of in five minutes. One of the major difficulties faced when attempting to study title output is that it is impossible to be sure that the criteria by which the varying figures 5.9.11 Top eight ‘causes’ ranked are produced in each country are in any way strictly comparable. Comparisons between figures Ranking Cause Score from the UK and the US need particularly careful 1st Type setting/short run printing cheaper 23 interpretation. 2nd = More imports from overseas publishers 22 A request was sent to Albert Simmonds of Bowkers being recorded in the UK seeking more clarification of US figures, and he = Better data‑capture means bibliographic wrote back with two sets of figures which are set out listing agencies are providing greater visibility for titles in Table 5.9.13. 3rd Companies trying to publish their way out 18 The ABPR ‘tracks the new titles catalogued by the of recession Library of Congress each year. The emphasis is on 4th Academic pressure within HE sector to publish 11 new intellectual works rather than on new editions of previously published works. The second set of 5th = Copycat and ‘me too’ publishing 9 statistics track each ISBN published in the United = English as a world language = Increase in multiple formats and price points States, as well as those ISBNs from outside the US which have exclusive distributors in the US 196 Perspectives of Public Library Use 2 5.9 Title output in the UK 5.9.12 Title output in France, Germany, the Netherlands and Spain 1984-1992 France Germany Netherlands Spain West GDR 1984 37,189 48,836 6,175 13,209 30,764 1985 37,860 54,442 6,218 12,649 34,684 1986 38,701 63,724 6,486 13,576 38,405 1987 43,505 65,670 6,515 13,329 38,302 1988 39,026 68,611 6,018 14,370 35,426 1989 40,115 65,980 6,018 15,392 38,353 1990 41,720 (*34,400) 61,015 - 13,891 36,239 1991 43,682 (*32,677) 67,890 - **16,017 39,082 1992 45,379 (*36,327) 67,277 - 15,997 41,816
* These figures are taken from Bibliographie nationale française. ** At this time there was a change in the method of registration. Up to 1991 the totals are the annual numbers of books (new and reprinted) that were published in that year and received by the Koninklijke Bibliotheek in the same year, but, since 1991, in the same year or in the six months thereafter - cf. Whitaker.
5.9.13 Publishing output in the USA 1984-94 American Book (US) to the ease with which new technology had Publishing Record Books in Print enabled many small‑scale enterprises to 1984 33,907 78,407 emerge. 1985 34,012 88,518 1986 35,067 91,717 b) Pressure to publish within the academic and 1987 n/a 99,687 scholarly community. 1988 39,367 107,023 c) The dramatic increase in the number of 1989 37,443 125,209 imported titles, especially from the USA. 1990 35,465 132,998 The growth in the number of other overseas 1991 41,472 141,857 publishers with works listed in Whitaker’s 1992 44,421 141,165 Books in Print increased by over 750% 1993 41,736 143,250 between 1979 and 1994. 1994 40,495 139,309 • Some new figures would be of value, although it is likely that they would not be possible to market’. It is this second set of figures which should come by in every instance. The number of be compared with the figures for the UK which are copies of each title being sold would enable recorded by Whitaker’s Bibliographic Services. more meaningful comparisons to be made; for example, between academic publisher A who may have decided to concentrate on those Conclusions titles with more ‘trade’ potential, and academic • There has been a considerable increase in UK publisher B who may have concentrated on title output year on year in the UK, especially over producing as many small‑run specialist academic the past decade. works as possible.
• Attempts to project future trends from past figures • Comparisons which have been made with have not proved to be accurate and it appears US figures are erroneous due to the lack of that there has been too much concentration dependable data, and as a result of a lack of on consideration of global totals rather than commonly, consistently applied, and explicit examination of the constituent elements of these criteria. totals and of their causes. • The implication of most concern to booksellers • The factors contributing to the increase in is the impact on selection of titles for stock; for title output are many, but fiction and ‘popular’ librarians it is the impact on managing reduced bestsellers from established publishers are not book funds. the main ones. Three of the principal causes are: • It appears that too many value judgements a) The increase year on year in the number of have been made regarding UK title output, due publishers responsible for UK annual title to the lack of data adequate for making proper output. This increase is due in no small part comparisons. Perspectives of Public Library Use 2 197 5 : STOCK MANAGEMENT
5.10 Report into the effects of the abandonment of the Net Book Agreement
Francis Fishwick and Sharon Fitzsimons Cranfield School of Management
A study partly supported by the British National Bibliography Research Fund. The findings were drawn from extensive surveying – of booksellers, publishers and consumers – over 1996 & 1997. The section on changes in library supply is of particular interest to public libraries.
Fishwick, Francis and Fitzsimons, Sharon, May 1998. Report into the effects of the abandonment of the Net Book Agreement. ISBN 0 85353 474 8, London: Book Trust.
The history and objectives of the Net In 1997 the Restrictive Practices Court not only reversed its 1962 judgement, declaring that the Book Agreement NBA was contrary to the public interest under the The Net Book Agreement (NBA) was an agreement Restrictive Trade Practices Act 1976, but also among publishers providing for collective prohibited the application of RPM to books under the enforcement of minimum prices for resale to the final 1976 Resale Prices Act. purchaser. Those signing were not committed to the application of ‘net’ prices but, when they opted to The main conclusion from this analysis is that this do so, were required to impose standard terms and study must focus not on the termination of the NBA conditions on booksellers. itself but on the abandonment of the general practice of RPM on books in the UK. As a convenient The first comprehensive NBA dated from 1900. shorthand, the events of September 1995 are Introduced to increase the likelihood of exemption described below as the ‘end (or similar) of the NBA.’ from the 1956 Restrictive Trade Practices Act, in 1957 a new Net Book Agreement required The degree and nature of discounting signatories to enforce Retail Price Maintenance (RPM) through the courts. The abandonment of the NBA would have had no significant effect on the market for books if it had Formally, the NBA can be described as an not led to discounting by retailers, that is if they had arrangement for the collective enforcement of RPM universally applied the recommended retail price of where an individual producer decided to apply it to every title. one or more of its products. Discounting in the UK since the end of the NBA RPM in the UK book trade could work effectively has been both more widespread (applied by more only when an overwhelming majority of publishers outlets) and deeper (bigger price reductions) than applied it to most if not all of their output. It survived the authors of this report expected. In the aggregate the ‘de-netting’ of consumer titles of the Reed Group of the three national consumer surveys undertaken in 1991 but appeared more threatened after the for this study, 42% of all book buyers claimed to Hodder-Headline company also ‘went non-net’ after have paid discounted prices. When book clubs Christmas 1994. The announcement in September and bargain (mainly remainder) book stores are 1995 that HarperCollins and Random House would excluded, to isolate transactions which under RPM also withdraw from fixing minimum resale prices and would have been at full price, the proportion was still would pursue price promotion through WH Smith as high as 33%. Price reductions on particular titles had a very rapid domino effect, with other publishers have generally been within the range 20% to 40%, following suit, some reluctantly. with even bigger ‘bargain offers’ in some cases.
Comments about ‘the abandonment of the NBA’ Some booksellers have refrained completely from often relate to the abandonment by publishers of price competition. Indeed the proportion doing what amounted to an informal agreement that they so appears to have increased between 1996 and would apply RPM. This was recognised implicitly 1997. In the 1996 survey of booksellers, 20% of 320 by the Restrictive Practices Court, which considered respondents to a question on discounting agreed the 1957 revision of the NBA in 1962 and decided with the statement ‘I do not discount any titles’. In to grant exemption from the general prohibition of 1997 this proportion had risen to 33% of 335 replies. horizontal agreements under the 1956 Act. The willingness to discount varied positively with the size of business: of 80 survey respondents 198 Perspectives of Public Library Use 2 5.10 Report into the effects of the abandonment of the Net Book Agreement with turnover of £60,000 or less, 37 (46%) agreed the annual output of 45,000 consumer titles from UK that they did not discount compared with 70 out publishers and approximately 300,000 such titles of 227 (31%) larger respondents. Among the 78 available in print. The largest general bookstores booksellers with turnover of over £300,000 only 16 and trade wholesale warehouses typically stock (21%) stated that they did not discount. about 120,000 titles. This evidence appears to support the view expressed in the judgment of Of the various forms of discounting, regular the Restrictive Practices Court in 1962 that the discounting of best-sellers and other selected titles, proportion of titles subject to price cutting would be to increase/maintain the retailer’s share of its own small. market segment, has had the greatest impact on the market. Consumer reaction to price competition Discounting by national chains Economists writing in support of the Net Book The analysis of discounting by national chains is Agreement, and those attacking it, stressed that confined to those for which data are available for the unless consumers responded to discounts by complete 12-month period. In this analysis a ‘best- switching purchases between outlets the absence of seller’ is defined as any title included at each of the RPM would have little effect. 12 end-month survey dates in the Bookwatch lists at that date. These lists show the leading 60 titles Analysis of the national consumer survey results (ranked by bookshop sales) in each of six categories: confirms a significant relationship between hardback fiction paperback fiction discounting and switching by customers away hardback general paperback general from their normal location for book-buying. But a hardback reference paperback reference. comparison of leading titles at different chains, often with branches in geographical proximity, also shows To this total of current best-sellers was added the that many customers are buying at full price books number of previous ‘blockbuster titles’, defined as which are available at discount elsewhere. Price those which had appeared earlier in the 12-month may not be the only influence on choice of outlet. period in the top 15 hardbacks or top 15 paperbacks Additionally, only a small proportion (around 6%) (the Sunday Times lists). In Table 5.10.1, ‘best- claim to compare outlets before purchase. sellers’ are defined to include the ‘previous blockbuster’ element. Also pertinent to the debate about RPM is the cross- price-elasticity of demand between titles. Since Over the 12-month period lists appearing in the only a limited range of titles tends to be offered at trade weekly, Publishing News, included 870 titles discount, it is desirable to find out whether additional - of which 59 were second or later editions of titles sales of these titles replace those of titles which are which had appeared in the list earlier in the year. not discounted. In other words, does discounting This figure of 870 titles available at discount in one expand the total market or does it redistribute sales or more of the major chains can be compared with within that market?
5.10.1 Summary of discounting by national chains (as reported in Publishing News) Number of titles discounted Average Maximum Average list Average Total (1) Best-sellers Total Best-sellers price of (1) discount of (1) £ % Specialist book chains Dillons 26 14 41 33 12.83 23.4 Waterstones 16 10 44 27 11.62 20.7 Mixed goods chains Menzies 50 29 76 45 11.74 30.7 WH Smith 100 63 143 94 12.38 27.5 Supermarkets ASDA 26 15 46 38 6.34 35.2 Safeway 17 12 21 17 6.14 33.1 Sainsbury 6 5 9 9 7.48 32.1 Tesco 20 15 22 19 6.15 35.2 Other non-traditional Woolworth’s 18 13 36 25 7.80 27.8
Note: Analysis relates to the last week of each month from October 1996 to September 1997.
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Of 2,344 consumers responding to the three national partly be attributed to the boom in total consumers’ surveys who bought books at outlets other than book expenditure, as books increased their share of clubs and bargain bookshops, 771 (32.9%) claimed recreational spending. to have paid a discounted price. Of these only 57 (7.4% of those buying discounted books) stated One of the reasons for growth may be the wider that they had bought the book instead of another exposure of books, to which greater floor space because it was discounted. Only 214 (27.8%) stated and promotion are now accorded. Secondly there that these were additional purchases induced by the is evidence that people are buying discounted discount. Subtracting these numbers from the total hard-back fiction titles rather than the subsequent of books discounted by outlets other than bargain paperback editions, even though the latter are also shops and book clubs, one can reach the conclusion widely available at quite deep discounts. Thirdly, that in nearly 65% of cases the fact that a book was consumers are paying higher prices for titles which discounted had no effect on the volume sold - either they buy at full price. We should also remember the of that book or any other. growth of over 50% (inflation-adjusted) in consumers’ expenditure on books which occurred during 1985- This conclusion may be incorrect: only 32% of 93, against a background of almost complete RPM. purchases of discounted books from these same outlets were planned by the consumer before he/ Table 5.10.2 shows that over the three surveys she went shopping, compared with 59% of full-price combined, fiction was the category with the greatest purchases. With impulse purchases so much more proportion of discounted purchases in outlets important for discounted books, it is possible that the where discounting would have been prevented effects both on additional buying and on replacement before September 1995. The percentage of fiction have been understated. purchased at discounted prices in these outlets was 36.8% in December 1996, 37.5% in June 1997 and The impact of the end of RPM on total consumers’ 35.2% in December 1997. These figures conceal expenditure on books was expected by most shifts in the market between the two December observers to be fairly limited, with both supporters surveys: first, there was a large increase in the and opponents of the system predicting that in the proportion of hardback titles bought at discounted short-term total demand would be price-inelastic (so price, from 39% in 1996 to 47% in 1997; secondly, that the value of expenditure would fall), and that in in common with the trade as a whole there was a the longer-term price-elasticity would be around -1, rise in the proportion of hardback to paperback, from implying that the total value of spending would be 19% to 24% of fiction sales. unaffected. The proportion of ‘reference’ books purchased at Figures of consumers’ expenditure on books discount prices may seem high. However many produced by the Office for National Statistics popular dictionaries and similar publications have (ONS) show that in the first full year after the been available at discount, particularly at the end of the NBA (12 months to September 1996) beginning of the academic year; the figure also this expenditure was down by 8.4% in real terms reflects discounting of popular cookery titles. compared with the corresponding previous 12 months. However, in the year to September 1997 The fact that 47% of all children’s books were the figure rose by 6.7%. A check with three major claimed to have been purchased at discounted retailing chains and three of the largest publishers, prices reflects the importance of outlets other than as well as with trade associations, suggested that full-price bookshops for this particular category. these figures were generally consistent with their Specialist shops (Dillons, Waterstone’s, other own experience. The only dissent came from a national specialists and independents) together publisher mainly of mass-market paperbacks, for accounted for 19% of all reported purchases which the market had developed less favourably. of children’s books, compared with 31% of all The rise in the latter part of the period can only purchases reported in the three surveys. Even when
5.10.2 Category of book by discount Percentage of consumers claiming Total Excluding bargain Number of consumers to have bought at discount bookshops and book clubs reporting as last purchase Fiction 43.2 36.5 1,100 Reference 44.6 32.3 766 Children’s 47.2 34.9 449 Academic 28.0 22.5 332 Scientific 41.4 30.7 157 None of these 39.8 32.1 253
200 Perspectives of Public Library Use 2 5.10 Report into the effects of the abandonment of the Net Book Agreement bargain bookshops and book clubs were excluded, attracted 352 responses. It showed a remarkable the proportion of children’s books bought at discount degree of market segmentation, with intense was nearly 35%. A significantly greater proportion competition between those concentrating on more of people buying discounted children’s books stated popular titles (supermarkets and books/stationery that these were additional purchases induced by the chains) and also between more specialised discount. independent bookshops and bookshop chains, but with less competition between these two groups. The proportion of academic books purchased at discount was lower than that in all other categories. It is difficult to tabulate changes in the pattern of This corresponds to a much greater proportion distribution since the end of the NBA, because of purchased from specialist outlets normally charging lack of consistent definitions. Another problem is full price - over 50% of all purchases from specialist that changes were taking place anyway, with for chains and independents, compared with 31% of example the growth of out-of-town shopping, mail all books. However, the survey results contradict order and direct supply by publishers. In volume a popular notion that academic books are hardly terms, specialist bookshop chains appear to have discounted at all. Even when bargain bookshops increased their market share since 1994, but not and book clubs are excluded, more than one in five mainly through discounting. Specialist independents purchases were claimed to be at discount. have maintained a fairly constant volume share, which is attributed to electronic point of sale (EPoS) The definition of ‘scientific’ books may have been stock control and greater use of wholesalers as a ambiguous. Observations of discounting in practice source of supply. The books/stationery chains have have not identified any cases where advanced seen a decrease in market share, which may be scientific material has been included. Respondents attributed to competition from new entrants, including classifying discounted purchases to this category supermarkets. This last group saw a rise in market (41% of all ‘scientific’ books bought) may have been share in 1996 but, consistent with the recession referring to popular science titles aimed at the mass in sales of paperback editions, this seems to have market. contracted again in 1997.
The final category - none of these - comprises mainly Immediately after the end of RPM there was a sharp general non fiction. The availability of discounts decline in sales of books by outlets in the bottom has varied widely both over time and regionally. quartile (by turnover) of respondents to the 1996 This category has not featured in discounting by booksellers survey. These were mainly small mixed- supermarkets, but the stationers / booksellers have goods outlets, particularly CTN (confectionery- tended to maintain discounts on best selling titles. newsagency-tobacconist) shops. Data from the second survey showed a continuation of this trend, The impact on booksellers but it was much less pronounced. The general conclusion is that the larger firms have tended to Figures supplied by The Booksellers Association expand sales at the expense of smaller, but there is show 239 withdrawals from membership and 195 wide variation within each size range. new enrolments between the end of 1995 and April 1997. Independent bookshops made up a greater Only one in eight respondents to the bookseller proportion of the withdrawals, while new members surveys believed that their company was benefiting included more branches of the major chains. The from the end of the NBA and the proportion actually total number of independent retailers within the BA rose (but not significantly) between the two surveys. declined by 55 (out of approximately 1,300). Some There was a weak positive correlation between the of the withdrawals were retailers who continue to sell degree of perceived benefit and the company size, books. A survey by the BA showed that half of those and rather stronger evidence that chains felt that withdrawing were influenced by the abandonment of they were gaining more than independents. the NBA. Although fewer than 13% of respondents agreed that One reason why the effect on small retailers has so they were benefiting from the demise of the NBA, far been less catastrophic than was predicted may only 31% (average of the two surveys) agreed that have been the growth of wholesalers. This enables their overall profits had decreased. A study of the retailers to hold fewer copies in stock and, with relationships between gross margin and (i) book 24 hour delivery from wholesalers, it also enables sales and (ii) floor space devoted to books showed them to provide a more rapid supply of minority- the latter to be stronger and to have increased in interest titles than the major chains. importance since 1994. However, this strengthening of the relationship between gross margin and size The second of two surveys of booksellers was not reflected in any significant difference in the (conducted in the early Autumn of 1997) included a growth of profits set of questions on perceived intensity of competition with other bookshops and outlets for books. This Perspectives of Public Library Use 2 201 5 : STOCK MANAGEMENT
Nearly two-thirds of the respondents to the 1997 Since the supporters of RPM believe that it reduces bookseller survey agreed that the demise of the the risks of publishing, its demise was expected NBA had produced a number of threats for their to lead to a fall in the number of titles published. organisation, but fewer than half of these companies The number of titles other than schoolbooks (not feeling threatened had experienced a decrease previously subject to RPM) fell in 1997 for the first in profits. While the proportion of retailers feeling time in 16 years. This fall affected all categories of threatened showed no decrease between the two consumer books, with the biggest percentage drop in surveys, the proportion agreeing that they were hardback fiction. This contrasts with the observation surprised by the opportunities created for them by from the consumer surveys that hardbacks have the new situation rose sharply, to 39%, with another taken an increased share of the fiction market, and 31% taking a neutral stance. suggests that discounted hardback fiction titles have been selling very well, but that the risks of publishing The common prediction that the end of RPM would new books within this category have deterred lead to curtailment of free/subsidised services, such publishers to some degree. All this is consistent with as special orders, bibliographic information and the hypothesis about publishers’ risks put forward professional advice, appears to have been mistaken. by supporters of RPM. However, attention is drawn There are two reasons for this: first, because the to the volatility of hardback fiction title output and cross-price-elasticity of demand for the same title the dangers of concluding too much from one year’s at different outlets has turned out lower in practice figures. than the prediction implied; and second, because it did not foresee the segmentation of the market, Analysis of output of new titles by individual whereby some retailers continue to compete on publishers in 1995 and 1997 shows a fall in the services rather than price. Little if any contraction share of total number of titles produced by smaller of services offered by specialist bookshops (chains publishers. In 1995 the lower 50% of publishers or independents) has occurred since the end of the (ranked by title numbers) accounted for 6.5% of all NBA. titles; in 1997 this proportion was only 4.5%. If the risks of publication have increased, this increase may be expected to be greatest for those with the The impact on publishers smallest number of titles over which the risks can be Within the broad category of consumer books, spread. analysis of list prices shows the greatest increase in the averages for fiction titles: 18% for paperbacks and 16% for hardbacks between 1995 and 1997, Effects on the library market compared with general inflation of 4.6% over the two Research undertaken and text produced in collaboration year period. Since fiction titles have been the focus with Lindsey Muir, Liverpool John Moores University. of most of the discounting, this finding is consistent Introduction : The distinctive nature of the library with the argument that the prospect of selective supply sector discounting will tend to raise list prices. However, Library purchasers form the major institutional this evidence relates to a very short period, during market segment affected by the abandonment of the which the average prices of titles not affected by the NBA. Books for schools, the other large institutional end of RPM (school texts and academic/professional market, have been sold non-net for most of the books) also rose sharply. century. In 1929 a relaxation was added as an Further support for the argument that the end of annex to the existing NBA to provide for a discount RPM may have led to price increases for the range of up to 10% to be granted to purchases by libraries of titles most likely to be discounted is given by an open to the public free of charge. In practice 10% analysis of the list prices of titles appearing in the discount became the norm. Bookwatch best-sellers lists: the average list price The same Library Agreement specified that the cost of hardback fiction titles rose by about 11% between of special services provided to libraries should be the last quarters of 1995 and 1996, though there recovered. Such services include reinforcement has been no further increase during 1997. By the of the binding, laminating the covers or adding end of 1997 paperback fiction bestsellers had a list plastic jackets, and affixing whatever materials are price 14% greater than at the end of 1995, but again necessary for the issue and control by the library. In special factors make it hazardous to draw sweeping practice these services were priced below full cost; in conclusions from this short-term evidence. the 1960’s the Publishers Association defined ‘actual Because of delays in the filing of annual accounts cost’ to be recovered as ‘not less than the cost of by many publishers, there is a shortage of publicly materials used’. This ignores the high labour content available evidence about changes in publishers’ of these special services, as well as overhead sales and profits since the end of the NBA. expenses. A typical figure for the average cost of preparing a soft cover book for library use might be
202 Perspectives of Public Library Use 2 5.10 Report into the effects of the abandonment of the Net Book Agreement about 60p, whereas the charge to the library by the Trends affecting libraries before the end of the supplier might be only 10p. NBA According to LISU’s Annual library statistics 1997, This hidden subsidy developed as a consequence total expenditure on books by public libraries in the of resale price maintenance. Because of it, there financial year ended March 1996 was £109.9 million, was (and still is, where it remains) little pressure and that by higher education libraries (universities on librarians to take account of the real costs of and higher education colleges) £44.9 million. This services. In particular, the subsidy hinders the combined market of just under £155 million can be adoption of common standards and procedures, compared with an estimate of the total UK market at which would lead to economies of scale. retail prices of £2,756 million in calendar year 1995 (Publishers Association, 1997). This means that the Because competition was focused on servicing library sector represents 5.6% of the total UK market rather than price, the supply of books to libraries for books. became concentrated in the hands of specialist library suppliers with expertise in providing these This percentage has been falling in recent years services profitably. The authors estimate that five . In 1985 the combined library sector accounted suppliers accounted for more than 65% of public for 6.6% of the UK market, and the proportion has library book acquisitions in 1995. since declined steadily. The public library sector in particular contracted in real terms between 1988-89 In order to assess the impact of the abandonment and 1995-96 (financial years ended 31 March), (see of the NBA on public and academic libraries, the Fig 5.10.3). authors have used research published by Smith (1997), based on a postal survey, and have also Use of public libraries has been declining for a longer conducted their own survey by questionnaire (the period. Total issues fell by over 19% in the ten years Cranfield survey). Smith’s survey in October 1996 1985-6 to 1995-6. produced 131 responses from public libraries; the Cranfield survey in June 1997 produced 100 Economic theory would suggest that given the from public libraries and 113 from academic. oligopolistic structure of library supply (limited This quantitative evidence was supplemented by competition between few sellers) existing players interviews both with librarians and library suppliers. would refrain from open price competition, Some of these interviews took place before the particularly in view of the transparent nature of this postal survey, thus facilitating its design; others market. after the responses had been analysed, assisting interpretation.
5.10.3 Public library spending on books at 1985 prices (£ million)
£m
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In practice, the library supply market has produced authorities responding to the Cranfield survey, 17 an intense price war. Financial pressure on had not negotiated new terms and might still be on librarians, reflecting tight control on local government 10% discount, but this was not made explicit. Of and academic spending has induced them to seek the 131 respondents to Smith’s survey, 99 got more lower prices. Both in the public and academic than 10% in 1996-97, but another 14 expected to join library sectors institutions have combined to form them in 1997-98. The two sets of survey results are purchasing consortia in order to secure better terms. consistent. From Fig 5.10.4, it can be seen that over half the 75 public library authorities responding to Another factor is market contestability: the probability this question secured discounts of 21% or more. that, unless existing players competed, new suppliers would enter the market and undercut By use of interpolation, it is possible to use the them. Two years after the end of the NBA, there is Cranfield survey results to estimate weighted only minimal involvement by new entrants in library average discounts obtained by public and academic supply. However, it appears to the authors that libraries - giving 24.7% and 13.5% respectively. the threat of entry via an alternative supply chain, involving wholesalers and sub-contractors in library It is interesting to note that there is no correlation servicing, managed by ‘library agents’, may have between the level of discount and size of encouraged traditional library suppliers to begin to expenditure. Suppliers who have been unsuccessful offer bigger discounts to their customers. in tendering for big contracts have in some cases been willing to secure smaller contracts at equivalent The price war which has developed from the initial discounts. Four public library authorities have increase in discounts has made it unlikely that new managed to secure discounts exceeding 30%; players could enter the market profitably. (The one of them has total expenditure below £200,000 combined return on sales of the five largest library per annum. Smith also found that there was no supply companies was, according to their latest relationship between book budget and discount. accounts, only 3.4%.) However, it is argued here that the threat of such entry is one of the reasons for The trade-off between discount and servicing a process whereby prices to libraries and profits of charges library suppliers have fallen. Most of the bigger discounts are associated with bigger payments for services. Including those with The effect on discounts unchanged overall terms, 20 of the 24 authorities The evidence shows that most public libraries, in with discounts of 15% or less paid unchanged sharp contrast to their academic counterparts, have servicing charges. Of those on discounts of 16% or secured greater discounts. Of the 100 public library more, this proportion was only 4/76.
5.10.4 Level of headline discount secured in 1996-97
Public % of each sample (59 & 75)
Level of discount (%)
204 Perspectives of Public Library Use 2 5.10 Report into the effects of the abandonment of the Net Book Agreement
Although it has not been possible to summarise the In the most recent financial year, 64 of the 90 changes statistically, it is evident from interviews with authorities have reduced budgets and only 19 have both library suppliers and acquisition managers in increased them. None of these figures make any public libraries that the principle that services should allowance for inflation, nor for the increases in list be fully costed has only been partly implemented. prices which have occurred.
There remains a substantial majority of librarians Library suppliers in both the public and academic sectors which The increase in discounts to public libraries has considers traditional services to be more important had adverse financial effects on those companies than bigger discounts. Only 25% of the combined specialising in public library supply. The filed sample of public and academic acquisition managers accounts of five such companies have been considered bigger discounts to be the more analysed to identify these effects. The last full year important. with RPM in place has been compared with the most recent year for which accounts are available. While Changes in the structure of library supply this does not provide any exact figure, because Of 100 public library respondents to the Cranfield the financial years differ, it does provide a general survey, 83 had negotiated new terms since the end indication of the difficulties these companies have of the NBA - and of these 47 had changed their main had to face. supplier(s). Among academic librarians only 54 out of 113 had negotiated new terms, and only 28 had In the most recent year combined turnover of changed their principal suppliers. these companies was 14% below that in the last year with RPM, and all five companies registered Most of the public library authorities had reduced a fall. Since there has been no significant switch their number of suppliers. In the four years from by libraries to suppliers outside the traditional 1991-92 to 1994-95 the average number of suppliers specialists, these figures confirm that public libraries per library authority had varied between 6.07 and have used the greater discounts now available to 6.28. For the 1997-98 financial year the average is reduce expenditure on books, rather than to buy 4.72, a statistically significant change. Smith reports proportionately more books because they represent that 77 of the 131 authorities contributing to his better value for money. survey had reduced the number of suppliers. Reduced turnover combined with reduced margin Note however that some authorities had increased per book sold might have been expected to lead the number of suppliers. The maximum number for to a dramatic fall in profits. The total operating any authority in the Cranfield sample in 1996-97 was profit earned reported by the five companies fell 27, the same as in 1994-95. from £2.68 million in the last year with RPM, to £1.47 million in the most recent year. One of the five Effects on total library expenditure companies actually increased its net profit margin For the public sector the fall in total expenditure between the two years, and in the case of another on books from 1988-89 to 1995-96 is shown in company which has filed two annual accounts since Fig 5.10.3 above. In order to examine the impact the demise of the NBA, the most recent figures of the abandonment of the NBA and availability show an improvement on those which reflected the of bigger discounts, the authors considered mean immediate effects. expenditures per library authority over the years 1994‑95 to 1997-98. The comparison is complicated The relative buoyancy of profits, despite the fall in by local government reorganisation in April 1996, turnover and in unit profit margin, is due entirely making it impossible to get a matched sample to cost cutting. Between the last year with RPM throughout the period. For a matched sample for the and the most recent year, employment in the five first part of the period the changes were as follows: companies fell from 1,619 to 1,292 - a fall of over 20%. 1994-95 - 1995-96 -2.8% 1995-96 - 1996-97 -3.1%
For a new matched sample the change in the most recent year has been: Reference 1996-97 (rev) - 1997-98 -10.8% Smith, G. (1997) Public library book purchasing without the Net Book Agreement and Library Licence, Taking Stock, 6(1), May 1997. National Acquisitions Group, Paisley.
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6.1 Inter-authority benchmarking project
Information and reference services 6
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6.1 Inter-authority benchmarking project Benchmarking of enquiry services in four authorities
Sara Keable & Tricia Brighton, Berkshire; Karen Tyerman, Brent; Sue Wheeler & Barbara Jennings, Kent; Kate Cole & Andrew Stevens, Westminster Berkshire, Brent, Kent and Westminster library authorities
The key service of enquiries is probably the public library function about which least is known in qualitative terms. In this project four authorities benchmarked the enquiry service, through the use of unobtrusive monitoring and process mapping. An important finding was the need for improved referral networks.
Internal report, 1997.
Introduction The four main stages planned for the project were: This report outlines a benchmarking project • carrying out a customer survey in each of the undertaken by Berkshire, Brent, Kent and service points (this is not described in this extract) Westminster library authorities, believed to be the first of its kind between UK public libraries. • initial control monitoring to give a comparison with the findings from the survey The objectives were: • process mapping which logged the inputs to and 1. to carry out a competitor benchmarking exercise stages of the enquiry service on enquiry services in the four authorities which would lead to improvements in service to • remonitoring after local initiatives had been customers. implemented in response to the results.
2. to assess the value of the process of benchmarking for public libraries. Initial control monitoring Through unobtrusive monitoring techniques, two It was hoped the exercise would: specific questions were asked in each library in person and another two by telephone. Exactly the • compare not just outcomes, but the processes same questions were used in each library. The leading to those outcomes, thus highlighting and questions were selected on the basis that some sharing best practice information would be available at all the sites, but • give a qualitative dimension to enquiry figures a referral was necessary for a complete answer in some cases. • allow each authority to set its own practice in a wider context The questions, the standard forms used to record transactions, and a summary of the key results from • involve colleagues in participating libraries as both the personal visits and telephone monitoring, much as possible appear on pages 210-214 below.
• make use of peer evaluation as a monitoring During the personal visits, it was found that customer method. care was good in all service points involved. In most places, there was evidence of good enquiry Two sites from each authority were selected to take technique. However, there was quite a high part in the project - small to medium sized service proportion of partially correct or wrong answers and points without any specialist reference collections. of inappropriate referrals - i.e. referring users to This would test the referral network and the level of the wrong organisation, and also directing users to service that could be provided outside ‘centres of outside organisations too early in the process rather excellence’ and without specialist staff, as well as the than using networks within the home authority. basic enquiry service. Local staff briefings took place to explain the purpose and proposed course of the project.
208 Perspectives of Public Library Use 2 6.1 Inter-authority benchmarking project There were more correct answers found during Remonitoring the telephone monitoring - perhaps because the questions asked were less complex. Referrals were Remonitoring was carried out after fifteen months. generally more appropriate. This time telephone monitoring only was used. Four questions were asked of each site - again selected so that some answers could be found locally but Process mapping others would require referral for completeness. The All the stages and factors involved in providing questions were designed to be more demanding than an enquiry service were mapped, from policy those used in the first round of telephone monitoring. and planning, stock selection, presentation, staff Customer care was again generally very good, deployment and training, right down to what but there were still problems with appropriateness equipment is available for staff and customers to of referrals. The remonitoring questions and a use. The outline process map is reproduced on summary of the key results are in Appendices 6 and pages 215‑216. 7 below.
The process maps produced by the four authorities Conclusions on benchmarking were compared, to identify key factors in delivering a successful enquiry service. The three most • Be specific Benchmarking will only work if the significant factors were: participants define clearly which area of service they wish to explore and ensure that each stage • Training A systematic, well co-ordinated of the process is geared to this area. programme was required covering the following topics in particular: enquiry technique, use of • Planning Invest time and effort at the planning resources, referral process, customer awareness stage. Our project plan was detailed, but also and induction. sufficiently flexible to allow for adjustments to be made. • Documentation Local procedures manuals were important, in giving staff confidence as well • Methodology With hindsight, it might have been as showing how to use specific tools. Any staff possible to simplify the methodology. However, manual should be backed up by training to make given that one of the purposes of the project was it effective. to assess whether benchmarking is a process valuable to public libraries, it was important • Networks and partnerships Internal networks to follow the generally-understood stages. and established lines of referral were not always Benchmarking is not a quick-fix option; to derive being used, possibly because: staff may lack benefit from it, one must be patient. confidence in those they should contact or be shy of appearing to have ‘failed’; or staff may be • Process mapping It is crucial to understand one’s unclear as to the correct referral procedure. own process thoroughly before one can usefully compare it to someone else’s. Amongst the main responses to the first round of monitoring and the process maps were the following • Keeping staff informed Communication to staff at (not all responses apply to all four authorities): all stages of the project was vital in order to keep them up to date with what was happening. • training programmes were developed for site staff, both on enquiry skills, and on techniques If the above points are followed, it is believed and use of the existing materials at sites benchmarking can be a valuable tool for public libraries. However, it is important to be sure that • an Information Services Strategy to address benchmarking is the best methodology for the topic issues such as core reference collections at sites under examination. and appropriate referral networks
• more detailed analysis of enquiries in order to move effectively to target stock provision and training
• a newsletter highlighting new reference publications and giving information updates – this was particularly helpful in informing staff.
Perspectives of Public Library Use 2 209 6 : INFORMATION AND REFERENCE SERVICES Appendix 1: Control monitoring questions Personal visits 1 . Can you tell me as much as possible about the life and work of Erich Segal?
2. How can I stop companies ‘phoning me up to try and sell me something? I don’t want to go ex-directory and I’ve heard there is an organisation you can contact.
Telephone calls 1 . Can you tell me which museum in Portsmouth houses the Mary Rose?
2. Can you give me the national unemployment figures for the last five years?
Appendix 2: Unobtrusive monitoring by telephone: Outline for a monitoring form:
Library name: ...... …......
Date: ...... …......
Time: ...... …......
Please describe your interview: …......
......
......
......
1 How many times did you call when the phone was engaged? [ ]
2 Time to answer telephone (number of rings): [ ]
3 Duration of call: [ ] minutes
4 How did staff greet you? Describe verbatim: ......
......
5 Did staff understand your question first time?
Yes [ ] No [ ]
6 Did the staff ask you to tell them more about what you needed to know?
Yes [ ] No [ ]
7 Was the answer given (tick one box only):
Complete and correct? [ ] Partially correct? [ ] Wrong [ ]
8 Was the question answered from (tick as applicable):
Library stock? [ ] Referral to another library? [ ]
210 Perspectives of Public Library Use 2 6.1 Inter-authority benchmarking project
9 Did the staff check you were satisfied with the answer?
Yes [ ] No [ ]
10 If your question couldn’t be answered at the library, did the staff (tick for YES)
Say they would ring/write to you with the answer? [ ] Suggest you try another library or organisation? [ ] Tel. another library and get the answer for you? [ ] Tel. another library to check a visit would be worthwhile? [ ]
11 If staff offered to ring you back, did they confirm when it would be convenient to call and then call back at the agreed time?
Yes [ ] No [ ]
If No, how long did you have to wait? [ ]
12 Were staff (tick for YES):
Helpful? [ ] Polite? [ ] Knowledgeable? [ ] Efficient? [ ] Friendly? [ ] i.e. pleasant, positive manner
Comments:
Appendix 3: Unobtrusive monitoring by personal visit: Outline monitoring form
Please describe your interview:- ......
......
......
1 How many customers were in the library (as near as possible)? [ ]
2 How do you rate (ring one number from 1 - low to 5 - high):
Ease of locating enquiry point: 1 2 3 4 5 Helpfulness of guiding 1 2 3 4 5
Comment: ......
3 Did you initially go to (tick one box only):
Counter/reception? [ ] Information/enquiry desk? [ ] Other? [ ] Specify: ......
4 How long did you have to wait to be attended to (tick one box only)?
Under 2 minutes [ ] 2 minutes or more [ ]
5 Were you referred to another (tick for YES):
Person for the answer [ ] Who? ...... Place in library for the answer [ ] Which? ......
Perspectives of Public Library Use 2 211 6 : INFORMATION AND REFERENCE SERVICES
6 Were the staff (tick for YES):
Helpful? [ ] Polite? [ ] Knowledgeable? [ ] Efficient? [ ] Friendly? [ ] i.e. smile, positive eye contact & body language
7 Did the staff ask you to tell them more about what you needed to know?
Yes [ ] No [ ]
8 Did the staff show or tell you where they found the answer to your question?
Yes [ ] No [ ]
9 If you were directed to sources in the library, were you (tick if applicable):
Directed? [ ] Taken? [ ]
10 Was the answer (tick one box only):
Complete and correct? [ ] Partially correct? [ ] Wrong? [ ]
11 Did the staff check you were satisfied with the answer?
Yes [ ] No [ ]
12 If your question couldn’t be answered here, did the staff (tick for YES)
Say they would ring/write to you with the answer? [ ] Suggest you try another library or organisation? [ ] Tel. another library and get the answer for you? [ ] Tel. another library to check a visit would be worthwhile? [ ]
13 How long did the staff spend on your enquiry (tick one box only)?
Under 2 minutes [ ] 2-5 minutes [ ] 6-10 minutes [ ] Over 10 minutes [ ]
Comments:
212 Perspectives of Public Library Use 2 6.1 Inter-authority benchmarking project Appendix 4: Analysis of site visits, December 1995 Note: each letter relates to responses from a single service point
Question 6 - Did staff ask you to tell them more about what you needed to know?
A B C D E F G H Yes 1 1 1 2 1 2 No 2 2 1 1 1 1
Question 7 - Was the answer given correct etc.?
A B C D E F G H Complete & correct 1 1 Partially correct 1 1 1 1 1 1 Wrong 1 1 No answer 1 1 1 1 1 1
Question 11 - Referral process
A B C D E F G H Correct/ appropriate 1 1 1 1 Not needed 1 1 Inappropriate 1 1 1 1 1 1 Not given when needed 1 2 1
Question 9 - Did the staff check you were satisfied with the answer?
A B C D E F G H Yes 1 1 1 1 2 2 1 No 1 2 1 Not expected 1 1 1
Question 12 - Were staff ... ?
A B C D E F G H Helpful 2 2 2 2 2 2 2 2 Polite 2 2 2 2 2 2 2 2 Knowledgeable 2 2 1 1 Efficient 2 2 2 2 2 1 2 Friendly 2 2 2 2 2 2 2
Perspectives of Public Library Use 2 213 6 : INFORMATION AND REFERENCE SERVICES Analysis of telephone monitoring, February 1996
Question 6 - Did staff ask you to tell them more about what you needed to know?
A B C D E F G H Yes 2 2 1 No 2 2 2 2 2 1
Question 7 - Was the answer given correct etc. ?
A B C D E F G H Complete & correct 1 2 1 1 1 2 2 Partially correct 1 1 1 1 Wrong No answer 2
Question 11 - Referral process
A B C D E F G H Correct/ appropriate 1 2 1 1 1 Not needed 1 2 1 1 1 2 2 Inappropriate Not given when needed
Question 9 - Did the staff check you were satisfied with the answer?
A B C D E F G H Yes 2 2 2 2 2 2 2 No 2 Not expected
Question 12 - Were staff ... ?
A B C D E F G H Helpful 2 2 2 2 2 2 2 Polite 2 2 2 2 2 2 2 2 Knowledgeable 2 Efficient 2 2 2 2 Friendly 2 2 2 2 2 2 2
214 Perspectives of Public Library Use 2 6.1 Inter-authority benchmarking project Appendix 5: Enquiries process map
Policy and planning
1. Definition of customer base.
2. Who has overall responsibility for the enquiry service?
3. Is there a business plan for this part of the service?
4. Is there an overall policy statement for enquiry services?
5. Are separate resources allocated for enquiries and how is this done?
6. Are there different tiers of provision according to the size of the service point?
7. Are there standards/specifications for enquiries, stock and buildings?
8. Are there staff manuals available explaining procedures?
9. Is there a training policy/plan for the service?
10. Is there a policy on networks/partnerships in order to provide additional sources of information?
11. Are charges made for any part of the service?
12. How is the cost of the service assessed?
13. Is the delivery of the service regularly documented e.g. reports to Committees?
Review
1. How is the service monitored?
2. What records are kept relevant to enquiry work?
3. What performance indicators are recorded?
4. How is the performance of the enquiry service assessed generally?
Inputs Access
1 . Availability of service - opening hours.
2. Physical ease of access to building: parking, disabled/pushchairs.
3. Telephone: no. of lines, answerphone, referral system.
4. Layout of library: is there a separate enquiry point(s)?
5. Other facilities nearby offering enquiry service/information?
Perspectives of Public Library Use 2 215 6 : INFORMATION AND REFERENCE SERVICES Staffing
1. What is the staff allocation for enquiry work? What kind of staff: professional/support/permanent/relief?
2. How are they organised/how is the service staffed: timetabling, who does what etc.?
3. How are staff trained? What kind of courses: internal/external/cascade?
4. How do staff keep up to date knowledge of stock and services?
Stock
1. Who selects the stock and how? Input of local staff?
2. Is regular stock work carried out? If so, frequency and method?
3. What different types of media are used to provide the service e.g. CD-ROM, on-line services etc.?
4. How is the stock arranged: categorisation/classification? What specific categories of stock are there?
Exploitation
1 . What signs and guiding are provided: for stock, services and equipment?
2. Is the service promoted in any way?
3. Are there any self-help guides/instructions which enable customers to answer own enquiries?
4. What equipment is provided for staff or public to use e.g. photocopier, fax, printers?
Appendix 6: Remonitoring questions
1. In which state is Melbourne, Australia?
2. Do you have the population of the City of Manchester and the City of Liverpool?
3. Do you have the name and contact details of the Lord Lieutenant for (authority being telephoned)? My parents have been married fifty years this year and I want to register them as possible invitees for the Royal Anniversary Garden Party at Buckingham Palace.
4. What is the name and address of the company that owns the trademark Pierre Cardin, found on ties?
216 Perspectives of Public Library Use 2 6.1 Inter-authority benchmarking project Appendix 7: Analysis of telephone monitoring, March 1997
Question 6 - Did staff ask you to tell them more about what you needed to know?
A B C D E F G H Yes 2 1 (Q3) 1 (Q3) 1 (Q3) 1 (Q4) 1 (Q3) 3 No 2 3 3 3 4 3 3 1
Question 7 - Was the answer given correct etc. ?
A B C D E F G H Complete & correct 3 1 3 2 1 4 2 Partially correct 1 2 Wrong 1 1 2 No answer 1 2 2 2 2
Question 11 - Referral process
A B C D E F G H Correct/ appropriate 1 1 1 1 Not needed 3 1 4 2 2 4 2 3 Inappropriate 2 1 2 1 1 Not given when needed
Question 9 - Did the staff check you were satisfied with the answer?
A B C D E F G H Yes 3 1 3 2 3 3 1 2 No 2 1 2 1 Not expected 1 1 1 2 1 1 1
Question 12 - Were staff ... ?
A B C D E F G H Helpful 4 4 4 4 4 4 3 3 Polite 4 4 4 4 4 4 4 4 Knowledgeable 3 1 3 2 1 4 0 1 Efficient 4 3 4 2 2 4 1 1 Friendly 3 4 2 4 4 3 3 2
Perspectives of Public Library Use 2 217 6 : INFORMATION AND REFERENCE SERVICES
6.2 Regional reference libraries: a position statement
Capital Planning Information Ltd for the British Library Research and Innovation Centre
Capital Planning Information Ltd. was invited by the British Library Research and Innovation Centre to undertake this study to update research carried out during 1983/1984 - which examined the position of the self designated regional reference libraries (RRLs) provided by the major city authorities. The study has re-confirmed that: the use of the RRLs is local, regional, national and international; numbers of enquiries are growing; and there is concern that it is beyond the capacity of local authorities to maintain the collections of these libraries.
Report available from Capital Planning Information, 91 High Street, Bruton, Somerset BA10 0BH, 1996, £15.95.
Executive summary on a network will be a first step. However, this will not improve access to materials as documents Most RRLs have come to accept that it is unrealistic themselves will not be available on-line, and much to expect neighbouring authorities to contribute reference material is not held on local computerised directly to the upkeep of these regional facilities, catalogues. despite the proven evidence that their residents make heavy use of the services. Most professional Investigations are required to identify the feasibility of managers continue, therefore, to look to central or introducing or funding: regional sources of finance as more appropriate, particularly where the collections are of national and • networked information services including on- regional significance. line access to CD‑ROM (centrally licensed), and JANET where appropriate It is clear that local government reorganisation, while not affecting most COCRIL (Council for City, • retrospective conversion of reference catalogues Research and Information Libraries) libraries (except to improve knowledge of the material available Bristol), will have a profound effect upon the finance available to the smaller city reference libraries which • digitisation of the rarer and most valuable items provide a regional service but will be run by free- for improved access and preservation. standing unitary authorities. The collection of performance indicators over the The research has also confirmed that there are past decade has been generally inadequate, with additional costs associated with providing regional one or two exceptions. Without this evidence it reference services (staff and space, the need will be difficult for COCRIL, as a lobbying group, to maintain and develop specialist collections of to justify additional funding to support regional international importance, the preservation of old and reference services. If these data can be collected, unique material, and the need to invest in modern and they indicate that RRLs play a significant role in formats such as CD‑ROM). supporting local and regional business, education and research, then COCRIL will have a case for The majority of RRLs have not yet attempted to increases in funding to maintain or improve these recover costs except for a limited range of premium roles. services. Current legislation limits the introduction of charges to these ‘extra’ services and prevents Another unknown is the extent and depth of special reference libraries raising further revenue in this way. collections (some of them unique) of regional, national and international importance held in Improved access to resources will be the key for RRLs. There is a need to improve access to these future service provision. This will involve increased resources. cooperation between RRLs and libraries within the higher education sector, along the lines of Sheffield’s The principal recommendation of this research is for Access to Libraries for Learning (ALL) scheme. the formal designation of regional reference library Networking will also have a role to play in this and information service centres by the Library and regard. Making the catalogues of RRLs available Information Commission and the Department of National Heritage (now the Department for Culture,
218 Perspectives of Public Library Use 2 6.2 Regional reference libraries: a position statement
Media and Sport). Such designation would parallel evidence of cooperative arrangements and evidence that for regionally based museums and galleries. It of user satisfaction. would provide recognition, which would be expected materially to improve each designated library’s These criteria will require RRLs aspiring to chances of receiving lottery support, European designation to improve their collection of funding, or regional funding. Designation should performance indicators, and it is recommended that be based on: the quality of the collections held, internal quality inspection procedures should be in the levels of service provided, the maintenance of place. Decisions on assessment should be made by investment, the contributions made to networks, a combination of peer group review supplemented the promotion strategy employed, the technology by specialist advice on collection content by subject strategy in place, the qualifications of reference experts. staff, the size, state and location of premises, formal
Perspectives of Public Library Use 2 219 6 : INFORMATION AND REFERENCE SERVICES
6.3 Business information in rural Grampian
Rita Marcella, Judith M Smith, Gerald Moore, Mike Seton, Michael McConnell School of Information & Media, Robert Gordon University, Aberdeen
This report concludes stage two of a Scottish Library and Information Commission funded research project which examined the business information needs of organisations in rural Grampian by means of a comprehensive survey and interviews. The present provision and capabilities of public library services and other information providers in the area were also investigated.
The full report is available from the Scottish Library & Information Commission, or from the authors, 1996.
Methodology Approximate breakdown of 6.3.1 questionnaires sent Two library services, Moray District and the North East of Scotland Library Service, were involved in Industry NESLS Moray Total this project. Grampian is a predominantly rural area. % % % The major conurbation is Aberdeen City on the coast, Commercial/Professional 20 10 30 serving the oil industry, fishing and manufacturing. Oil/Gas 15 5 20 The only other heavily populated conurbation is Elgin Hotel/Leisure 10 10 20 with a population of 19,950 (mid 1991), served by Manufacturing/Processing 20 10 30 Moray District library service. The population of the remaining towns does not exceed 20,000. Totals 65 35
After a pilot study, the project involved a NESLS = North East of Scotland Library Service comprehensive survey of businesses in rural Grampian in order to assess their information needs. By far the greatest proportion of responses came Businesses were chosen according to size, industry from small companies - reflecting the fact that the sector and area, in order to produce a stratified highest proportion of companies in the region are sample. small. Fig 6.3.2 classifies responses according to the firms’ number of employees. (The EC & DTI A survey by questionnaire was decided upon definition of a small company is one employing fewer as being the most effective means of gathering than 50 personnel.) preliminary data. The results of this survey are summarised below. For other parts of the original Over half the companies responding (51.7%) project not summarised here, interested readers reported an annual turnover of less than £250,000 should consult the full report - in particular a series per annum, as depicted in Fig 6.3.2. of structured, in-depth interviews with a sample of respondents from the survey and with all significant Size of companies by number of information providers in Grampian. The results of 6.3.2 employees these interviews should help to place the statistics from the survey in context. 400
Findings 300 Size and activities of the companies A total of 2,000 questionnaires were sent out, broken 200 down approximately as indicated in Table 6.3.1. A useable sample of 539 responses was returned. The 100 response rate was a significant 26.9%, or 29.8% when non-trading organisations are included. Number of companies 0 1-10 11-25 26-50 51-100 101-500 >500 Number of employees
220 Perspectives of Public Library Use 2 6.3 : Business information in rural Grampian ?.? Heading in sentence case Table 6.3.3 shows the main activities carried out by Resources available within companies the companies. This section of the questionnaire sought to determine whether the responding companies had access Main activity of company to in-house information services and information 6.3.3 technology equipment. Of those that responded, Activity No. of % of 18.5% did have an in-house information service companies total available, while 81.5% did not. Of those which did Fishing/fish processing 11 2.0 have a library or information service, only 3.7% (20 Shipping/ship repair 11 2.0 companies) had qualified professional information Food processing/wholesale 27 5.0 staff. Whisky production/wholesale 5 0.9 The companies were asked whether they considered Contracting/building services 23 4.3 themselves to be self-sufficient in meeting their Tradesmen 52 9.6 information needs, without recourse to external Textiles & fabrics 3 0.6 agencies. From the 488 that responded, 344 Leisure/sporting 18 3.3 companies (63.8%) felt that they were. Farming/forestry 10 1.9 Finance 3 0.6 Companies were asked to identify the technology to Oil related 8 1.5 which they had access. Responses are depicted in Catering 8 1.5 Table 6.3.4. Publishing/printing 9 1.7 Metal processing 9 1.7 Furniture retail 8 1.5 6.3.4 Technology available to companies Property sales/leasing 6 1.1 Agricultural business 33 6.1 Technology No. of companies % Architecture/surveying 20 3.7 Spreadsheets 291 54.0 Hotels/caravans 14 2.6 Databases 286 53.1 Marketing 2 0.4 Word-processors 383 71.1 Sales 17 3.2 Stand-alone computing 337 62.5 General retail/wholesale 55 10.2 Networked 108 20.0 Computing/electronics 13 2.4 Fax 434 80.5 Motor retail/repair 15 2.8 Photocopying 393 72.9 Health/medical/nursing 4 0.7 BT 505 93.7 Travel agents/tourism 10 1.9 Mercury 65 12.1 Bookmaking/ “gambling” 3 0.6 E-mail 46 8.5 Accountancy 5 0.9 Internet 30 5.6 Manufacturing 20 3.7 EDI 21 3.9 Funeral directors 1 0.2 GNS Dialplus 11 1.0 Insurance 3 0.6 Landscaping 5 0.9 Base: 539 respondents Design 9 1.7 Cataloguing 2 0.4 Transport 15 2.8 Only six companies had access to on-line databases. Engineering 19 3.5 There seemed to be some confusion with this Photography/film 4 0.7 question about what constitutes an on-line database. Service industry 4 0.7 Of these six, only four identified real databases, or Quarrying 2 0.4 hosts, Dialog, Dunn and Bradstreet, Most and The Public sector 2 0.4 Insurance Exchange. CompuServe was mentioned, Charity 1 0.2 as was Microsoft Access. It would appear that very few rural companies use on-line information. Total response 489 of 539 Agencies used by companies to access information Companies were asked to indicate, from a list, which agencies they used to access information and to estimate the frequency with which such approaches were made. The responses ‘very frequently’, ‘frequently’, and ‘occasionally’ were subjective judgements. Responses are depicted in Table 6.3.5.
Perspectives of Public Library Use 2 221 6 : INFORMATION AND REFERENCE SERVICES
6.3.5 Agencies used to access information
Very frequently % Frequently % Occasionally % Agency Business Information centres 3 0.6 9 1.7 135 25.0
Chambers of Commerce 2 0.4 14 2.6 93 17.3
Local enterprise trusts 7 1.3 26 4.8 196 36.4
European agencies 3 0.6 3 0.6 45 8.3
Government departments 2 0.4 19 3.5 115 21.3
Trade/professional associations 10 1.9 74 13.7 175 32.5
Specialist consultants 3 0.6 26 4.8 122 22.6
Public libraries 2 4.0 26 4.8 163 30.2
Academic libraries - 12 2.2 46 8.5
Non-specified - 8 1.5 40 7.4 scientific/technical libraries
Non-specified - 2 0.4 16 3.0 libraries at other companies
Non-specified internal sources 25 4.6 20 3.7 36 6.7
Base: 539 respondents (percentages are of ‘all respondents’)
Companies were asked how they typically provide a much better base of understanding of the approached the agencies identified. Responses are subjects of information need, in order to develop a summarised in Table 6.3.6. Many of the respondents strategic picture of service requirement. indicated that they used more than one form of approach. It is interesting to highlight those categories and sub‑categories for which a regular incidence of frequent or very frequent need was noted (in more 6.3.6 Method of approach to agencies than 20 cases). They are as follows:
Method No. of companies % • Product information - suppliers, manufacturers and costs Telephone 389 72.2 Facsimile 174 32.3 • Business opportunities - tenders, contracts On-line/Network 13 2.4 Post 147 27.3 • Financial information - stocks/futures, exchange Personal visit 166 30.8 rates Base: 539 respondents • Company information - financial status, future plans, company relations Company information needs • Health & safety - regulations, guidance The questionnaire presented respondents with a series of categories of information and they were • Scientific & technical - standards, research and asked to indicate frequency of need in relation development to each of these. The judgements ‘occasionally’, ‘frequently’, and ‘very frequently’ were subjective. • Legislative and legislation A large number of categories were identified (Table 6.3.7). It was felt that one of the most valuable • Human resources and training. things that a study such as this could do would be to
222 Perspectives of Public Library Use 2 6.3 : Business information in rural Grampian ?.? Heading in sentence case 6.3.7 Categories of information need (continued overleaf)
Types of information Occasionally % Frequently % Very frequently % Product/service/distrib information Suppliers 167 31.0 103 19.1 35 6.5 Manufacturers 133 24.7 75 13.9 21 3.9 Trademarks 27 5.0 15 2.8 1 0.2 Cost 82 15.2 66 12.2 36 6.7 Business opportunity Tenders 110 20.4 71 13.2 19 3.5 Contracts 83 15.4 57 10.6 16 3.0 Partnerships 34 6.3 8 1.5 5 0.9 Sources of finance Grants 239 44.3 26 4.8 4 0.7 Subsidies 119 22.1 20 3.7 5 0.9 Development 146 27.1 18 3.3 3 0.6 Export/import Regulations 90 16.7 15 2.8 2 0.4 Market research Industry sector 73 13.5 17 3.2 2 0.4 Product 72 13.4 16 3.0 1 0.2 Projections 48 8.9 11 2.0 2 4.0 Statistical Population 47 8.7 3 0.6 1 0.2 Expenditure/income 38 7.1 9 1.7 1 0.2 Economic 35 6.5 6 1.1 2 0.4 Socio-economic 33 6.1 3 0.6 1 0.2 National 36 6.7 3 0.6 2 0.4 International 28 5.2 4 0.7 1 0.2 Financial Stocks/futures 30 5.6 12 2.2 8 1.5 Investment advice 61 11.3 15 2.8 3 0.6 Capital 49 9.1 9 1.7 5 0.9 Exchange rates 59 10.9 23 4.3 14 2.6 Company information Locations 89 16.5 22 4.1 6 1.1 Financial status 117 21.7 23 4.3 6 1.1 Personnel 45 8.3 13 2.4 6 1.1 Sphere of interest 36 6.7 12 2.2 2 0.4 Future plans 46 8.5 14 2.6 3 0.6 Company relations 70 13.0 16 3.0 5 0.9 European Legislation 108 20.0 14 2.6 2 4.0 Future dev 59 10.9 10 1.9 3 0.6 Programmes 43 8.0 10 1.9 2 0.4 Legislative Legislation 112 20.8 28 5.2 5 0.9 Cases/judgement 40 7.4 11 2.0 2 0.4 Interpretation 47 8.7 11 2.0 1 0.2 Health & safety Regulations 264 49.0 46 8.5 11 2.0 Guidance 244 45.3 39 7.2 9 1.7
Perspectives of Public Library Use 2 223 6 : INFORMATION AND REFERENCE SERVICES
6.3.7 Categories of information need (cont)
Types of information Occasionally % Frequently % Very frequently % Human resources Manpower 53 9.8 9 1.7 1 0.2 Training/education 140 26.0 28 5.2 1 0.2 Employment trends 49 9.1 6 1.1 1 0.2 Contacts info Public/community 49 9.1 15 2.8 5 0.9 National gov. 39 7.2 9 1.7 4 0.7 Local gov. 54 10.0 14 2.6 5 0.9 European gov. 29 5.4 3 0.6 1 0.2 Charities 30 5.6 3 0.6 1 0.2 Pressure groups 23 4.3 1 0.2 2 0.4 Political parties 22 4.1 3 0.6 - 0 Professional org 71 13.2 11 2.0 4 0.7 Companies 49 9.1 14 2.6 3 0.6 Univ./research 51 9.5 6 1.1 - 0 Scientific/technical Research/dev 79 14.7 20 3.7 3 0.6 Standards 64 11.9 22 4.1 3 0.6 Patents 30 5.6 8 1.5 - 0 Local region Facilities/resources 120 22.3 15 2.8 3 0.6 Environmental 71 13.2 14 2.6 3 0.6 Cultural 37 6.9 5 0.9 3 0.6 Political 30 5.6 4 0.7 2 0.4 Economic 82 15.2 11 2.0 3 0.6 Other regions Facilities/resources 57 10.6 14 2.6 - 0 Environmental 36 6.7 12 2.2 - 0 Cultural 26 4.8 6 1.1 - 0 Political 23 4.3 4 0.7 - 0 Economic 39 7.2 9 1.7 - 0 Demographic 24 5.0 5 0.9 - 0 Environmental Legislative 101 18.7 23 4.3 3 0.6 Green marketing 47 8.7 8 1.5 1 0.2 Environmental management 75 13.9 11 2.0 2 0.4
Base: 539 respondents (percentages are of ‘all respondents’)
The survey aims to try to determine which of • Sources of finance these categories of information need were felt by companies to require expert guidance or advice in • Health & safety the interpretation of the information, rather than its • Business opportunities bare presentation in response to an enquiry. The significant marker here could be seen to be a 25% • Financial investment. response, where a quarter or more of the responding companies felt that a category of information would be relatively valueless if not supported by specialist expert advice. The categories where this was felt to be the case are:
224 Perspectives of Public Library Use 2 6.4 European Union information in public libraries in the United Kingdom
6.4 European Union information in public libraries in the United Kingdom
Rita Marcella, Graeme Baxter, Susan Parker School of Information & Media, Robert Gordon University, Aberdeen
Report of a BLRIC-funded project which investigated the provision of European Union information in UK public libraries – and in particular the implementation of a particular service, the Public Information Relay. We present here highly selective extracts from questionnaire surveys of public library authorities and library users. The full report – which runs to 180 pages – contains much more information on both surveys, as well as reports on eight case studies and a project seminar, and final conclusions and recommendations.
Marcella, Rita, and others. European Union information in public libraries in the United Kingdom. 1996. BLRIC report 19. Available from the British Thesis Service, BLDSC.
Introduction which the PIR service was being implemented, and any potential problems and solutions. At the outset of this project, in July 1995, 154 of the then 167 UK library authorities had joined the Public In the second stage of the project, further information Information Relay (PIR) – a co‑ordinated relay which was drawn from a series of case study visits to brings European Union information closer to the PIR members. In all, eight visits were made - five man and woman in the street. Participating public to English library authorities and three to Scottish libraries are entitled to receive: authorities. free copies of basic texts on the European Union; A survey of the European information needs of a 50% discount on items produced by the Office for the public was also carried out. Three public Official Publications of the European Communities library services - Aberdeen, Glasgow and Moray - (EUR-OP); a 50% discount on access to certain EU distributed a total of 450 questionnaires to library databases, a stock of hand-out material produced users. At the time of the exercise, both Glasgow by the EC; a list of suggested basic publications; and Moray had made the Relay service available training in the use and maintenance of a European to the public, but Aberdeen was still considering collection. possible launch dates. Some of the user findings were compared with those of Gallup polls conducted The main objectives of the project are: previously.
• to provide a review of the types of European The final major element of the Project was a information services in public libraries seminar, held at the Representation of the European Commission in London on Tuesday, 25th June 1996. • to identify the extent of actual and potential need for European information amongst users The Public Information Relay survey • to identify best practice for the provision of results European information in public libraries The overall response rate for the survey was 76% • to develop a method of investigating users’ or 117 authorities. Almost all the respondents had perceptions of and response to European joined the Public Information Relay (PIR) between information. May 1994 and December 1995.
Methodology Sources of European information held One question in this section sought to investigate the The first stage of the project comprised a extent of collections by comparison with a sample of questionnaire-based survey of all 154 public library the core texts taken from the list of suggested basic authorities in the UK participating in the PIR. The European information sources from the Federation of main aim of this survey was to elicit information on Local Authority Chief Librarians (FOLACL). Findings the levels of European information provision (both are shown in Table 6.4.1. prior to and since joining the Relay), the manner in
Perspectives of Public Library Use 2 225 6 : INFORMATION AND REFERENCE SERVICES
Please indicate if the library holds any of the following key hardcopy sources of European 6.4.1 information, as published by EUR-OP.
Key sources Authorities % of total holding title respondents Directory of Community Legislation in Force 77 66 General Report on the Activities of the European Communities 70 60 Treaties 69 59 Bulletin of the European Union 47 40 Official Journal of the EC ‘L’ series 46 39 Official Journal of the EC ‘C’ series 43 37 Official Journal of the EC ‘S’ series 34 29 COM Documents 21 18 Annex to the Official Journal 16 14
In your European collection, is the stock you hold on the following subject areas adequate for 6.4.2 meeting your users’ needs?
Completely Adequate Inadequate Completely No Subject area adequate % % inadequate resp. % % % General information on the EU’s activities 31 61 3 - 5 Customs tariffs and regulations 8 51 25 5 11 Employment and labour 7 74 12 - 7 Education 9 69 14 1 7 Legislation/Implementation 14 55 20 3 8 Social issues/policy 8 71 14 - 7 Citizens’ rights 8 77 8 - 7 Transport 5 67 20 - 8 Energy 5 66 20 2 7 Environmental issues 7 71 14 1 7 Agriculture, forestry and fisheries 4 71 15 - 10 Economic and financial issues 6 71 15 - 8 Business opportunities 7 48 34 1 10 Market and company information 7 47 34 3 9 Grants and loans 13 60 19 - 8 Scientific and technical research 4 44 34 7 11 Patents and standards 8 33 40 8 11 Statistics 10 65 15 1 9 Note: %’s within each subject area
The next question sought from respondents a Please indicate if the library has access qualitative evaluation of their European collection. 6.4.3 to any of the following online hosts The question focused on a broad range of categories % of of European information extending beyond Authorities Online host total those actual sources identified by FOLACL (see with access resp. Table 6.4.2). DIALOG 49 42 DataStar 40 34 Electronic sources of European information FT Profile 35 30 The survey sought to investigate the electronic sources ECHO 21 18 of European information available to respondents and Context 9 8 the perceived value of such sources (see Table 6.4.3). Eurobases 9 8 Authorities were asked to rank the top three on- Consultancy Europe Associates 1 1 line hosts used to access European information. CPC Technologies (formerly BRS) 1 1 Using a simple scoring system of 3 points for being Eurokom 1 1 ranked first, 2 points for being ranked second, and Butterworths Telepublishing ‑ ‑ 1 point for being ranked third, the following list of Mead Data Central - - the hosts most frequently used to access European NOMOS Legal Information Service - - information was obtained (see Table 6.4.4). WEFA - - 226 Perspectives of Public Library Use 2 6.4 European Union information in public libraries in the United Kingdom
Ranking of on‑line hosts by use significant proportion of respondents are at present 6.4.4 accessing European information via the Internet (see 1. DIALOG 59 pts Table 6.4.6). 2. DataStar 39 3. FT Profile 18 Does the library access European 6.4.6 information on the Internet? 4. ECHO 14 5. Eurobases 12 No. % 6. Context 9 Yes 22 19 7. ESA-IRS 6 No 93 79 8. Kompass Online 5 No response 2 2 9. European Patent Office 3 10. London Research Centre 3 Enquiries for European information These findings are unexpected in that DIALOG The majority of respondents said that European (which scores highly) is not a rich source of enquiries had increased - but this finding is likely to European information. Datastar has several be based upon impressionistic rather than real data European Union databases, such as CELEX and (see Table 6.4.7). Spearhead. It is likely that DIALOG’s strong showing reflects a lack of awareness of appropriate sources. Has the service noted an increase in the Interestingly, Context is ranked particularly highly by 6.4.7 number of European enquiries received those who use it, and is indeed a relevant and useful over the last five years? source. No. % A growing number of relevant CD ROM titles are Yes 73 62 available. Respondents were asked to identify titles No 14 12 held (see Table 6.4.5). Don’t know 27 23 No response 3 3 From the following, please indicate which 6.4.5 CD-ROM titles containing European information the library has in stock
% of Authorities CD-ROM title total Respondents were asked about the impact on with title resp. enquiries of joining the Public Information Relay (see Table 6.4.8). At first glance this response looks Eurolaw 12 10 disappointing, in that only 27% of respondents had EC Infodisk 11 9 observed any impact upon demand in the aftermath Justis Single Market 11 9 of joining the Relay. However, not all authorities EUROCAT 9 8 had launched their service at the time when the CORDIS 8 7 questionnaire was completed, and so: Justis CELEX 8 7 OJ CD 7 6 Of the 27 authorities who had launched their service Justis European References 6 5 up to and including June 1995: Justis Parliament 5 4 Justis Official Journal C Series 3 3 13 (48%) had noted an increase in enquiries (more SCAD+ CD 2 2 encouraging) Eurostat-CD 1 1 COMEXT on CD-ROM - - 9 (33%) had not noted an increase. Justis Official Press Releases - -
Has the service noted an increase in the The total number of authorities indicating that they 6.4.8 number of European enquiries received held CD‑ROMs containing European information since joining the Public Information was 46 (39% of total respondents). Increasingly, Relay? European information is becoming available on the Internet. The European Commission hosts a No. % number of servers such as Europa, ISPO, and I’M Yes 32 27 Europe and seven of the Representation offices now No 52 45 have their own sites. All the European supported Don’t know 27 23 databases are now available on the Internet and No response 6 5 can be reached via Europa.eu.int. A small but
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Prior to joining the Public Information Relay, did the following user groups make significant 6.4.9 use of your European collection?
Very Don’t No User Group significant Significant Insignificant know resp. % % % % % Businessmen/businesswomen 6 41 29 21 3 Primary producers (i.e. farmers, fishermen, etc.) 1 3 51 35 10 Further/higher education students 21 45 16 15 3 The general public 4 37 39 16 4 Local government officers 5 31 40 20 4 Job seekers 3 25 44 24 4 Schoolchildren 8 50 25 14 3
(NB 3 authorities (3%) failed to answer any part of this question.) Note: %’s within each user group
Respondents were also asked about use of EU the PIR. The overall ranking is produced by giving information before their libraries joined the Public four points to ‘daily’ requests, three to ‘weekly’, two Information Relay (see Table 6.4.9). These to ‘monthly’ and one to ‘occasional’. responses would support prior anecdotal evidence as to the high frequency of use of European Union information by young people and for educational User groups becoming more 6.4.10 frequent users since joining PIR purposes. They also demonstrate the very significant use made of public libraries in the UK by the business community. No of authorities User Groups reporting more Table 6.4.10 shows the interesting finding that three frequent use user groups which are not specifically targeted by Further/higher education students 25 Schoolchildren 17 the Relay initiative have to a greater extent become Local government officers 11 more frequent users, in the aftermath of the Public The general public 9 Information Relay, than have the targeted group, the Businessmen/businesswomen 8 general public. This is a highly significant finding and Job seekers 2 calls into question the ethos of targeting user groups Primary producers - by the establishment of separate Relays. (i.e. farmers, fishermen, etc)
Table 6.4.11 depicts the frequency with which (In addition, 4 of the 38 authorities felt there had been different types of information were requested before a general increase in use by all groups.)
Please indicate the frequency with which information on the following topics was requested 6.4.11 prior to your library service joining the Public Information Relay
Don’t No Overall Subject Daily Weekly Mthly Occas. Never know resp. ranking % % % % % % % Statistics 18 21 19 28 3 10 1 201 General info on the EU’s activities 11 28 14 34 2 10 1 190 Market & company information 18 20 15 27 6 10 4 189 Grants & loans 10 22 20 34 3 10 1 180 Legislation/ Implementation 9 21 21 31 6 10 2 172 Business opportunities 8 23 18 29 9 10 3 166 Economic and financial issues 6 15 21 39 6 10 3 150 Employment and labour 3 18 21 41 5 10 2 149 Social issues/policy 3 19 17 43 7 10 1 146 Education 4 14 24 38 7 10 3 144 Environmental issues 4 15 19 43 7 10 2 142 Citizens’ rights 2 15 15 47 8 10 3 130 Custom tariffs and regulations 2 11 14 46 13 10 4 115 Patents & standards 7 10 8 34 26 10 5 108 Energy 1 8 12 53 13 10 3 105 Transport 2 5 13 48 18 10 4 97 Agriculture, forestry & fisheries 1 6 13 47 20 10 3 95 Scientific & technical research 2 2 6 40 35 10 5 66
Note: %’s within each subject group 228 Perspectives of Public Library Use 2 6.4 European Union information in public libraries in the United Kingdom
Table 6.4.12 shows the popularity of the same topics Table 6.4.14 shows where respondents went to after PIR. ( In addition, three of the 31 authorities felt obtain information. that all of these topics had become more popular.) If YES, where did you go to obtain Topics becoming more popular since 6.4.14 this information? 6.4.12 joining PIR No. of responses Subject No. of authorities Public library 74 General information on the EU’s activities 14 University/college/school library 26 Grants and loans 12 European Documentation Centre 7 Legislation/Implementation 10 Internet 5 Social issues/policy 10 EC Representations in the UK 3 Statistics 8 European Information Centre 3 Citizens’ rights 7 Employment and labour 7 Books and other literature 2 Business opportunities 4 Business information centre/shop 2 Environmental issues 4 European Commission, Brussels 2 Agriculture, forestry & fisheries 2 MEP 2 Education 2 Other 9 Market & company information 2 Transport 2 (Note: 103 respondents) Customs tariffs and regulations 1 Economic and financial issues 1 Energy 1 Table 6.4.15 depicts the kinds of information sought. Patents and standards 1 Scientific & technical research 1 6.4.15 If YES, what kind of information did you try to obtain from a public User survey library? In total 372 user questionnaires were completed, by No. of responses users of the public libraries in Aberdeen, Glasgow Employment/job opportunities 12 and Moray; in comparison the Gallup poll of 1995 Market and company information 8 surveyed 1,024 members of the general public. Business opportunities 7 The first question sought broad information on actual Grants and loans 6 prior need for European information by respondents Economic and financial issues 5 (see Table 6.4.13). Legislation 5 Citizens’ rights 4 6.4.13 Have you ever tried to obtain Travel information 4 information about the European Patent information 3 Union? Political information 3 Number % Statistics 3 Yes 103 28 Environmental issues 2 No 269 72 General information on EU’s activities 2 Social policy 2 A minority of respondents (28%) had actively sought Other 9 European information in the past. This figure is, (Note: 74 respondents) however, higher than that found in three years of Gallup polls: 15% (1993), 15% (1994) and 18% (1995). This might suggest that public library users are more active users of information than the general public.
Perspectives of Public Library Use 2 229 6 : INFORMATION AND REFERENCE SERVICES
Table 6.4.16 relates to respondents’ present and less than those gathered as part of the Gallup future needs for EU information. poll (1995) - where users predicted a future need for information on Europe and their region (73%), 6.4.16 Which of the following subjects do employment opportunities (72%), the environment you feel you might want to find out (69%), working conditions (69%), equal opportunities more about, either at the present or in (68%) and education (66%). Interestingly, the the future? response to the present survey also contrasts with No. % the impressions of libraries as to use - as detailed in Table 6.4.11. Library respondents had reported a 1. Employment/job opportunities in the EU 161 43 high level of use of statistical and business related 2. Citizens’ rights in the EU 141 38 information. The response by users would suggest 3. Education in the EU 105 28 that to a far greater extent, employment information, citizens’ rights, educational and general information 4. General information on the EU’s activities 105 28 would be sought. The emphasis is much more on 5. EU grants and loans 100 27 the individual and the private citizen, rather than on 6. EU legislation 95 26 the professional or commercial need – as one would 7. Business opportunities in the EU 92 25 expect from a survey of members of the general public. 8. EU environmental issues 90 24 9. EU social policy/issues 84 23 Finally, Table 6.4.17 explores the reasons for seeking 10. EU economic and financial issues 83 22 EU information. 11. Customs (duty free) regulations in the EU 62 17 12. Scientific and technical research in the EU 55 15 For what reasons might you want this 13. Transport in the EU 55 15 6.4.17 information? 14. EU statistics 53 14 15. Farming, forestry and fishing in the EU 51 14 No. of % respondents 16. EU market and company information 48 13 Educational/study reasons 168 49 17. European patents and standards 35 9 A general interest 147 43 18. Energy in the EU 27 7 Work reasons 139 41 Job-seeking reasons 113 33 Recreational reasons 55 16 When asked to predict future information needs in relation to Europe, respondents again displayed a (Note: respondents are the 341 users who said they want‑ wide range of interests, as well as a much higher ed to find out more about particular topics.) expectation of need than had been apparent from past usage. The figures, although high, are still
230 Perspectives of Public Library Use 2 6.5 : Citizenship information
6.5 Citizenship information A national survey of the citizenship information needs of the general public
Rita Marcella and Graeme Baxter School of Information & Media, Robert Gordon University, Aberdeen
A relatively rare example of research originating from the LIS sector which ranges more widely than libraries. The survey examines the kinds of information that a sample of citizens have sought - and might in future seek - from public institutions. There are questions on citizens’ satisfaction with information provided, information which is difficult to obtain, reasons for seeking information, and preferred media/formats for using information. Readers should go to the original report for many additional data which have had to be omitted from the summary - notably, some of the demographic data on the respondents.
This is an interim report, 1997. The final report will be available in April 1999.
Introduction and methodology questionnaires began on 9th June 1997 and finished on 31st October 1997. This report focuses on the results of the first stage of the Citizenship Information research project - a questionnaire-based survey of members of the UK Response public, designed to elicit preliminary data on their use Overall, 1294 of the questionnaires were completed of and need for citizenship information. Prior to its and returned - a very pleasing response rate of dissemination, the questionnaire was tested on 100 45.7%. The data from the completed forms were users of Aberdeen City Libraries. analysed using the statistical software package SPSS for Windows. For the dissemination of the questionnaire, the project team enlisted the help of various public Response by type of organisation library authorities, Citizens Advice Bureaux and There was a sizeable response from all regions of other generalist information and advice agencies the UK. Table 6.5.1 indicates the response by the throughout the country. In each of the 13 type of organisation in which the questionnaires were Government Office Regions of the UK one public distributed. library authority, plus either one CAB or other advice agency, were asked to distribute questionnaires to their users/clients. In addition, the public library authorities were asked to distribute half of their 6.5.1 Response by type of organisation allocated questionnaires from a central reference library, and the other half from one of their busier Type of % of Response branch libraries. In total, some 2830 questionnaires organisation Number total rate were disseminated from 42 service points in 28 response (%) organisations. Public library authorities 975 75.3 69.4 Citizens Advice Bureaux 253 19.6 49.6 The public libraries were asked if systematic Other advice agencies 66 5.1 8.3 sampling might be used, whereby every 10th Total 1294 100 user approaching the issue/enquiry desk in each distribution point would be given a questionnaire. Given that the number of enquiries received annually by CABx throughout the UK is far fewer There was an overwhelmingly better response from than that received by public libraries (in 1995- the public libraries as a distribution mechanism. 96, 6,956,459 enquiries in CABx , compared with While just under half (49.6%) of the original 57,327,000 enquiries in public libraries) the CABx questionnaires were distributed by public libraries, and the other advice agencies were asked if they over 75% of the completed survey forms were could hand out questionnaires to every second returned by public libraries; and the public library user. Such a systematic approach may not always response rate of 69.4% compares favourably with have been possible in practice. Distribution of the
Perspectives of Public Library Use 2 231 6 : INFORMATION AND REFERENCE SERVICES
6.5.2 Social class of employed respondents Social Class Male Female Totals % (of 409) I Professional etc. occupations 29 10 39 9.5 II Managerial and technical occupations 80 79 159 38.9 III(N) Skilled occupations non-manual 31 83 114 27.9 III(M) Skilled occupations manual 24 17 41 10.0 IV Partly skilled occupations 24 18 42 10.3 V Unskilled occupations 7 7 14 3.4 Totals 195 (47.7%) 214 (52.3%) 409 100
that of the CABx (49.6%) and the particularly poor occupation (409 respondents) were then allocated a response rate of 8.3% in the other advice and social class using the Office of Population Censuses information agencies. and Surveys Standard Occupational Classification. These are detailed in Table 6.5.2. Demographic details of respondents Of the 1,294 completed questionnaires: Citizenship information need • 14% were returned from rural areas Examples of past need There was an open question which asked • 48.7% were male; 50.5% female; 0.9% respondents to give an example of an occasion in unspecified which they had been required to look for information • 90.7% white; 9.3% from ethnic minorities to help them make a decision, solve a problem, or understand something a little better. In total, 769 • 41.8% working; 13.7% seeking work; 20.8% (59.4%) of the respondents gave such an example. retired; 6.6% running a home; 14.1% students. While the number of examples given by respondents in the CABx and other advice agencies was high Social class of respondents (60.1% and 57.6% of respondents, respectively) The 541 respondents who were either in paid it was surprising it was not greater, for it might be employment or were self employed were asked to safe to assume that the main reason for their visit to specify their occupation. Those who did specify an such an organisation would have been to help with a problem of some kind. The nature of this information need is summarised in Table 6.5.3. 6.5.3 Nature of past information need Nature of information need Number % (of 769 respondents) Education - to assist with coursework, projects, etc. (139) - to choose schools, universities, courses, etc. (58) 197 25.6 Leisure and recreation - hobbies and pastimes (92) - travel and tourism (38) 130 16.9 Health care 89 11.6 Welfare benefits 82 10.7 Legal information 75 9.8 Employment / job opportunities 64 8.3 Financial matters 40 5.2 Consumer and credit 33 4.3 Housing 33 4.3 Business information 30 3.9 Family / Personal matters 25 3.3 Taxation 11 1.4 Politics / UK Government 9 1.2 Local government 7 0.9 Local planning information 7 0.9 Charitable / Voluntary work 6 0.8 Health and safety at work 6 0.8 Technology and communications 5 0.7 Other 15 1.9
232 Perspectives of Public Library Use 2 6.5 : Citizenship information
Satisfaction with information Problems in obtaining information In a further question, the 769 respondents who In another question, the 769 respondents who indicated they had looked for information in the past indicated a specific example of looking for were then asked how satisfied they were with the information in the past were asked if there were any information they obtained, and asked to respond for kinds of information which might have helped them, each of the prompted questions. This is summarised but which they had found difficult to obtain. In all, in Table 6.5.4. 196 (25.5%) of these respondents had encountered difficulties in the past in obtaining information. When What is immediately of interest about these asked to provide some details, the majority indicated responses is the fact that the accuracy, currency, the types of information that had proved difficult to comprehensiveness and format of information acquire, and these are summarised in Table 6.5.5. are difficult qualities for users to judge, and higher proportions of respondents held no view on these. Generally they were happy with the comprehensibility and the relevance of the information found.
6.5.4 Satisfaction with information obtained Was the information: YES NO No response No. % No. % No. % Easy to understand? 618 80.4 72 9.4 79 10.3 Relevant? 618 80.4 30 3.9 121 15.7 Accurate? 547 71.1 51 6.6 171 22.2 Up to date? 470 61.1 114 14.8 185 24.1 Comprehensive? 479 62.3 103 13.4 187 24.3 In a physical form that was easy to use? 470 61.1 85 11.1 214 27.8
Note: %’s within each description
6.5.5 Types of information that were difficult to obtain Types of information Number % Technology and communications 3 (of 5) 60.0 Health and safety at work 3 (of 6) 50.0 Local planning information 3 (of 7) 42.9 Business information 11 (of 30) 36.7 Taxation 4 (of 11) 36.4 Disability 1 (of 3) 33.3 Legal information 22 (of 75) 29.3 Local government 2 (of 7) 28.6 Politics/UK government 2 (of 9) 22.2 Health care 15 (of 89) 16.9 Education - to assist with coursework, projects, etc. (23; 16.5%) - to choose schools, universities, courses, etc. (8; 13.8%) 31 (of 197) 15.7 Housing 5 (of 33) 15.2 Employment/job opportunities 9 (of 64) 14.1 Leisure and recreation - hobbies and pastimes (12; 13.0%) - travel and tourism (6; 15.8%) 18 (of 130) 13.8 Financial matters 5 (of 40) 12.5 Welfare benefits 10 (of 82) 12.2 Family/personal matters 2 (of 25) 8.0 Consumer and credit 1 (of 33) 3.0
The percentages in each case are of those respondents who indicated they had looked for that type of information in the question relating to Table 6.5.3.
Perspectives of Public Library Use 2 233 6 : INFORMATION AND REFERENCE SERVICES
Types of information sought in the past Past reasons for wanting information While 769 respondents gave an example of an 6.5.7 occasion on which they had sought information Reasons Number % in answer to the open, unprompted question 1. Educational / study reasons 632 48.8 (Table 6.5.4, page 233), a larger number of answers 2. Work-related reasons 455 35.2 were given when respondents were prompted with a 3. A general interest 431 33.3 list of 23 subjects which, the authors believed, were 4. Family / personal reasons 426 32.9 the prime components of citizenship information. 5. Recreational reasons 365 28.2 Respondents were asked to indicate which they 6. Job-seeking reasons 359 27.7 had ‘ever wanted to find out more about in the past’. 7. Health reasons 303 23.4 Overall, 1,100 (85%) had wanted to find out more 8. Financial reasons 288 22.2 about at least one of the subjects listed. A summary 9. Legal reasons 251 19.4 of the overall response, arranged in descending 10. Business / commercial reasons 157 12.1 numerical order, is provided at Table 6.5.6. 11. For work with a representative 141 10.9 / interest group 12. For political decision-making 100 7.7 Types of information sought in the past 6.5.6 13. Religious reasons 85 6.6 Subject Number % 1. Leisure and recreation 502 38.8 2. Education 478 36.9 Future information need 3. Employment / job opportunities 433 33.5 Using the same list of 23 subjects described earlier, 4. Transport and travel 409 31.6 respondents were also asked if they felt they might 5. Legal information 326 25.2 want to find out more about any of these topics in the 6. Health care 305 23.6 future. Overall, 1,014 (78.4%) of the respondents 7. Social security benefits 284 21.9 predicted a future need for information on at least 8. Information about your local council 280 21.6 one of the subjects listed. The total response 9. Financial matters 273 21.1 in descending numerical order can be seen at 10. Environmental information 263 20.3 Table 6.5.8. 11. Information about politics/ UK govt. 260 20.1 12. Taxation 254 19.6 13. Housing 252 19.5 6.5.8 Predicted future information needs 14. Family / personal matters 231 17.9 15. Technology and communications 223 17.2 Subject Number % 16. Health and safety at work 218 16.8 1. Leisure and recreation 462 35.7 17. Citizens’ rights 202 15.6 2. Employment / job opportunities 418 32.3 18. Information about the European Union 176 13.6 3. Legal information 385 29.8 19. Equal rights and discrimination 154 11.9 4. Transport and travel 375 29.0 20. Business opportunities 151 11.7 5. Education 364 28.1 21. Crime and security 144 11.1 6. Health care 334 25.8 22. Consumer and credit 139 10.7 7. Information about your local council 308 23.8 23. Immigration and nationality 89 6.9 8. Taxation 306 23.6 9. Financial matters 304 23.5 10. Information about the European Union 284 21.9 11. Environmental information 280 21.6 The top six answers to the unprompted question 12. Information about politics/ UK govt. 272 21.0 (where respondents had sought information on 13. Citizens’ rights 266 20.6 education, leisure, health care, welfare benefits, 14. Social security benefits 260 20.1 legal issues and employment) also occupy six of 15. Technology and communications 254 19.6 the top seven places in the table here. The one 16. Family / personal matters 252 19.5 ‘newcomer’ is transport and travel information, cited 17. Housing 249 19.2 here by 31.6% of the respondents. 18. Business opportunities 228 17.6 19. Health and safety at work 217 16.8 Past reasons for seeking information 20. Crime and security 189 14.6 Respondents were asked to indicate (from a list 21. Equal rights and discrimination 179 13.8 of 13 reasons) why they had wanted citizenship 22. Consumer and credit 172 13.3 information in the past, and these are summarised in 23. Immigration and nationality 112 8.7 descending numerical order in Table 6.5.7.
234 Perspectives of Public Library Use 2 6.5 : Citizenship information
6.5.9 Difference between past and predicted future needs
Past need Future need Net Subject difference % Pos. % Pos. ±pts ±Pos. European Union 13.6 18 21.9 10 +8.3 +8 Business opps. 11.7 20 17.6 18 +5.9 +2 Citizens’ rights 15.6 17 20.6 13 +5.0 +4 Legal 25.2 5 29.8 3 +4.6 +2 Crime/security 11.1 21 14.6 20 +3.5 +1 Taxation 19.6 12 23.6 8 +4.0 +4 Consumer/credit 10.7 22 13.3 22 +2.6 same Technology / communications 17.2 15 19.6 15 +2.4 same Financial 21.1 9 23.5 9 +2.4 same Local council 21.6 8 23.8 7 +2.2 +1 Health care 23.6 6 25.8 6 +2.2 same Equal rights 11.9 19 13.8 21 +1.9 -2 Immigration 6.9 23 8.7 23 +1.8 same Family / personal 17.9 14 19.5 16 +1.6 +2 Environmental 20.3 10 21.6 11 +1.3 -1 Politics/govt. 20.1 11 21.0 12 +0.9 -1 Health & safety 16.8 16 16.8 19 0 -3 Housing 19.5 13 19.2 17 -0.3 -4 Employment 33.5 3 32.3 2 -1.2 +1 Welfare benefits 21.9 7 20.1 14 -1.8 -7 Transport / travel 31.6 4 29.0 4 -2.6 same Leisure 38.8 1 35.7 1 -3.1 same Education 36.9 2 28.1 5 -8.8 -3
The ‘Pos.’ columns in Table 6.5.9 indicate the ‘league position’ each subject held in the respective tables - e.g. leisure and recreation information was top of both past and future needs lists. In the net difference column, the difference is shown as ± percentage points, where ‘+’ is predicted to be more popular in the future, and ‘-’ is predicted to be less popular in the future.)
Table 6.5.9 summarises the differences between Preferred sources of information the respondents’ past citizenship information needs, from Table 6.5.6, and their predicted future needs, Respondents were given a list of organisations from Table 6.5.8, indicating those categories where and people and asked to indicate whether they greatest change in future needs is predicted. would approach them for information frequently or occasionally. In total, 1,209 (93.4%) of the respondents indicated they would approach at least one of the sources to obtain information. The overall response is outlined in Table 6.5.10.
6.5.10 Organisations and people that would be approached for information
Frequently Occasionally Never Organisations / People No. % No. % No. % Public libraries 655 50.6 346 26.7 293 22.6 Family and friends 551 42.6 247 19.1 496 38.3 Post offices 300 23.2 387 29.9 607 46.9 Academic libraries 287 22.2 222 17.2 785 60.7 Professional people (e.g. doctors and social workers) 219 16.9 415 32.1 660 51.0 Citizens Advice Bureaux 139 10.7 513 39.6 642 49.6 Offices of govt. depts. and agencies (e.g. Inland 136 10.5 561 43.4 597 46.1 Revenue, Benefits agency) Local council offices 135 10.4 416 32.1 743 57.4 Other information and advice centres 87 6.7 319 24.7 888 68.6 Professional / trade associations 69 5.3 224 17.3 1001 77.4 MPs 39 3.0 292 22.6 963 74.4 Chambers of Commerce 19 1.5 102 7.9 1173 90.6
Note: percentages run horizontally (i.e. percentage of each organisation/people).
Perspectives of Public Library Use 2 235 6 : INFORMATION AND REFERENCE SERVICES Preferred methods of obtaining Access to information using computers information Respondents were asked how often they would use In addition to examining sources of information computers to look for information, if public access to (Table 6.5.10), the survey also asked respondents computers was made more widely available. From about their preferred method of obtaining the a short list of public places (cited as likely locations information from a given list. Respondents were for public access computers in the Government’s asked to indicate their favourite three methods in government.direct Green Paper (Government), they order of preference. The responses to this question were asked to indicate where they would go to are outlined in Table 6.5.11. A small number of other use these computers. In all, 969 (74.9%) of the methods were indicated by respondents: reading respondents indicated they would use computers trade journals (1 respondent), watching/reading on at least an occasional basis in at least one of the Teletext (1), and C.B. radio (1). places listed. A summary is provided in Table 6.5.12.
These responses were also given weighted scores (i.e. 3 points for a 1st choice, 2 points for a 2nd choice, and 1 point for a 3rd choice) and ranked accordingly.
Preferred methods of obtaining information – 1st, 2nd & 3rd choices and ranked by 6.5.11 weighted scores
1st 2nd 3rd Method Points choice choice choice (No.) (No.) (No.) 1. Talking face to face with someone 1023 215 125 128 2. Reading a book 848 168 130 84 3. Looking through a collection without help from the staff 827 173 99 110 4. Reading a newspaper 679 115 117 100 5. Talking by telephone to someone 518 62 120 92 6. Listening to the radio 426 85 53 65 7. Watching television 411 46 90 93 8. Reading a leaflet / pamphlet 312 29 75 75 9. Using a computer 275 30 59 67 10. Reading a magazine 232 21 56 57 11. Writing a letter 171 19 26 62
6.5.12 Predicted frequency of use of computers
Frequently Occasionally Never Location No. % No. % No. % Public libraries 527 40.7 413 31.9 354 27.4 Post offices 169 13.1 319 24.7 806 62.3 Shopping centres 160 12.4 294 22.7 840 64.9 Town halls 128 9.9 250 19.3 916 70.8 Note: percentages run horizontally
Reference Government direct : a prospectus for the electronic delivery of Government services. London: HMSO, 1996 (Cm 3438).
236 Perspectives of Public Library Use 2 6.6: A user survey of Paisley reference and local studies library information
6.6 A user survey of Paisley Reference and Local Studies Library Andrew Givan University of Strathclyde, Department of Information Science
Extracted from a Masters dissertation, this is a rare example of a survey of reference library users. It profiles the users, and explores their reasons for using the library, and their reactions to various aspects of the service.
MSc dissertation: Library surveys of the community: research carried out for Renfrew District Libraries, incorporating the use of focus groups and a user survey of Paisley Reference and Local Studies Library, September 1996, University of Strathclyde, Department of Information Science, supervised by Paul Burton.
Methodology group. However, there is a dramatic drop in female A written questionnaire was given to library users library users at ages 25 and over, with women by staff members over a period of one week, to be making up only around a quarter of users. completed at their convenience. The aim was to give a questionnaire to all people using the library during Fig 6.6.2 shows the occupations of the library’s the week; in practice, most but not all received users, compared to the occupations of the whole questionnaires. A total of 491 questionnaires were population of Renfrew district. Students, the retired completed. It is known that at least 662 people and those looking after the home make up a visited the library during this period. significantly larger percentage of library users than they represent in the population as a whole. Those Profile of reference library users at school, college or university account for 20% of Fig 6.61 shows the age ranges of respondents library users but only 4% of the district population; compared to their share of the estimated population this could be due (at least in part) to the fact that of Renfrew district. Three groups use the library many students are not registered as being resident more than their share of the district population would in the district because their address is term-time only. suggest: those in the 15-24, 35-44 and 65-74 age ranges. The survey revealed that 88.8% of Reference Library users came from within Renfrew District. Of these, Sixty-five percent of respondents were male and 69% came from Paisley, despite the fact that the 35% female (compared to a district population which population of Paisley makes up only 38% of Renfrew was estimated as roughly 50% male and female in District’s population. The incidence of library use fell 1994). Females make up 70% of the ‘19 and under’ the further afield users had to travel. age group of library users, and 76% of the ‘20-24’
6.6.1 Age range of respondents
25% Library users 19% 20% 18% 20% 17% Residential population 16% 16% 14% 15% 14% 14% 14% 10% 10% 11% 10% 9% 8% 7% 5% 3% 4%
0% 14 or 15-19 20-24 25-34 35-44 45-54 55-64 65-74 75 or over under Age group
Perspectives of Public Library Use 2 237 6 : INFORMATION AND REFERENCE SERVICES
6.6.2 Occupation of library users
Reference library users 50% 41% Renfrew district population 40% 32% 29% 30% 24% 20% 18% 20% 11% 11% 9% 8% 10% 5% 5% 4% 4% 0% Full-time Part-time Self- Seeking work At school, Retired Looking after employed employed employed college or home university
Time and frequency of visit Reasons for visiting the library School pupils are far more likely to use the library Fig 6.6.4 depicts the reasons given for visiting the on weekday evenings (between 5pm and 8pm) and reference library. Finding books on a particular on Saturday - they make up 19.5% of all users in subject was the most popular reason given. Local the evenings and 23.9% of Saturday users. Those and family history enquiries proved popular, with seeking work are more likely to use the library during 19% of respondents using the library for those the daytime on weekdays than on evenings or purposes. Nearly a half of all respondents used the Saturdays. library to read newspapers or magazines, and twice as many men as women used it for this purpose As Fig 6.6.3 shows, the majority of users - 74% - (53% of men compared to 26% of women). The most used the reference library frequently (i.e. at least popular response in the ‘something else’ category once a month), and around 43% used it at least once was consulting telephone directories. a week. Nearly half of all male users used the library at least once a week, compared to 31% of women. For ages 19 and under, the two biggest uses of The over-65’s were also very frequent users, with the library were to find information on a particular over 50% using at least once a week, compared to subject (66%) and to study (over 50%). This was not just 29% of those aged 19 and under. All of those surprising given that almost all were still at school who used the library every day were aged 35 or over. or college. This age group also used the library to find local history information more than any other, People seeking work tended to be very regular users presumably as part of school projects. Using the (58.6% used the library at least once a week), as library to find information on family history was of did the retired. Those looking after the home, the most interest to over-45’s. part-time employed, and the full-time employed were most likely to be infrequent users (i.e. visiting two or Sixty-six percent of library users who were seeking three times a year or less - respectively, 40%, 23.8% work used it to read newspapers and magazines, and 20.3% of each group). as did 53.1% of retired people and 52.4 % of the
6.6.3 Frequency of visits
4% 9% 13% First visit 3% Every day
More than once a week 19% 12% Once a week
2 or 3 times a month
Once a month
20% 2 or 3 times a year 21% Less often
238 Perspectives of Public Library Use 2 6.6: A user survey of Paisley reference and local studies library information
6.6.4 Reasons for visiting the library
0% 10% 20% 30% 40% 50%
Find books on a particular subject 44.8%
Find quick answer to something 26.1%
Find information on local history 13.6%
Use photocopier 12.8%
Find information on family history 5.1%
Study/work 19.6%
Read newspapers/magazines 44.4%
Something else 11.4%
part-time employed. Indeed every group except The library building school pupils were heavy users of newspapers and magazines. Finding information on local history was Respondents were asked for their reactions to a reason most commonly cited by retired people several statements concerning the physical layout (15.9%) and school pupils (23.9%), and sitting to of the library and access to facilities, the results of study or work was most popular with those at school which are shown in Table 6.6.5 . (52.2% of whom used the library for this purpose) and those at college or university (47.6%). Use of IT facilities the library for study purposes was also popular with In a further question, users were asked which of the full-time employed (18.8%) and self-employed several IT services they would like to see introduced (20.8%). into the library: Over 80% of the under-24’s wanted to see word processing facilities, but this figure The library catalogue dropped to 31.6% of the over-65’s (although Eighty-two percent of respondents thought a 45.6% of this age group ticked ‘don’t know’). In all catalogue was important in the library, 17.1% thought age groups, the majority wanted to see electronic it quite important and 0.8% not important at all. versions of newspapers and encyclopaedias, but Almost half (48.1%) would prefer the catalogue to be the most favourable response for the Internet came on computer, 15.3% on paper and 3.6% on microfilm. from those aged 19 and under (77%). School pupils, 33% had no preference. Almost three quarters (72%) college and university students and the of respondents would rather look for items in the self-employed were all very positive about the catalogue themselves, and only 28% would prefer a Internet. member of staff to do it for them. 6.6.6 Provision of IT facilities Staff assistance Don’t % of respondents Yes No Know Respondents were asked whether they had consulted a member of staff for assistance, and just Word processing 68.2 13.5 18.3 over half (57.4%) had. Of those who were visiting the Electronic encyclopaedias 75.7 8.1 16.2 library for the first time, 90.7% had asked a member and newspapers of staff for help. Almost all respondents (97.7%) were Internet access 59.2 14.1 26.8 satisfied with the service they received in the library.
6.6.5 Layout of the library and access to facilities Strongly Strongly % of respondents agree Agree Disagree disagree The reading area of the library is too small 14.6 52.5 30.3 2.6 Guides should be introduced showing the ways to 13.6 60.0 24.3 2.0 make best use of the library The steps outside will put some people off from using 41.4 51.5 6.2 0.9 the library e.g. people with disabilities There should be a public toilet in the library 46.9 46.3 6.3 0.4
Perspectives of Public Library Use 2 239 6 : INFORMATION AND REFERENCE SERVICES
6.7 Access to legal information in public libraries
Susan Mansfield University of Strathclyde, Department of Information Science
Citizens are becoming increasingly aware of their rights and need reasonable access to legal information to help them enforce these rights. The results presented here are based on an MSc dissertation which assessed the provision of legal information in three public libraries in Scotland, by investigating the coverage and exploitation of their law collections. Each collection was evaluated against certain criteria and then graded either basic, good or superior. The study is a rare attempt at the difficult task of evaluating a section of library stock.
MSc dissertation: Access to legal information in public libraries, September 1997. University of Strathclyde, Department of Information Science, supervised by Paul Burton.
Methodology 2. Currency - 20% of the collection was sampled using the first and every following fifth entry The legal reference collections in the largest in the catalogue or book on shelf, and this or central library in each of three public library was then checked against Hammicks Legal authorities in Scotland – referred to as libraries A, Catalogue to ascertain how much of the B and C - were evaluated by taking all works in the collection was up-to-date. An item was classed Dewey Decimal Classification number 340 (law), as out-of-date if a more recent edition was and dividing them into the following categories for listed in Hammicks. analysis: 3. Collection development and exploitation 1. Introductory works on the legal system and practices were gathered by a standard, open- legal research ended interview with the reference librarian in 2. Legislation each library. 3. Treaties Each collection was graded as basic, good or 4. Law reports superior, according to the following definitions: 5. Computer-based systems 6. Other government documents 1. Basic - held only the most essential sources 7. Encyclopaedias and tools (as listed in Hammicks). 8. Directories 2. Good - held basic sources and a broader range 9. Bibliographies of more specialised tools. 10. Dictionaries 3. Superior - much specialised material, extensive 11. Other reference books case law materials and parliamentary papers 12. Current information sources and other services only expected to be found in the larger libraries.
The stock was then measured against certain Key sources criteria: Library A 1. The absence of key sources - the absence of Library A is a large county library servicing a an important work can have a serious impact population of about 70,000 – the smallest of the on the usability of the whole collection of three catchment areas investigated. The legal primary materials, and so a measure of usability collection, which represents 3.5% of the total was taken by determining the availability of reference collection, was graded as basic. Basic a range of key sources that could be used to sources were held but they were out-of-date, answer typical questions posed of collections of and although a good selection of government legislation and law reports. See Table 6.7.3 for publications was held, a major omission was the the list used. absence of any general case law. No series of older law reports or the more eminent series of general,
240 Perspectives of Public Library Use 2 6.7 : Access to legal information in public libraries modern law reports were taken, and there were Fig 6.7.1 shows the currency of samples from the no indexes, digests or citators to trace case law or three collections. Over two thirds of Library A’s legal update cases. Most of the sources of legislation held collection was out of date and had been superceded were out-of-date. by new editions. The collection at Library B was the most up-to-date, with 64% of materials classified Library B as current, while at Library C, around half of the Library B serves a large city population. Ninety- material was current. seven percent of the collection was in the ‘other reference books’ category. The legal collection was graded as superior. Most Scots law texts were Currency of legal collections - 6.7.1 percentage of collections classified as held, as well as more specialised material. The out-of-date series of law reports were extensive in terms of general and specialist coverage, and the holdings of Parliamentary Papers were among the best in 100% Scotland. Major introductory works on the legal 90% 28% system were held, as were current editions of many 80% 51% research tools necessary to exploit the legislation 70% 64% held. 60% 50% Library C 40% 72% The reference department of Library C provides 30% the reference and information service for a Scottish 49% 20% 36% county – population about 180,000. 10% 0% The legal collection, which represented 2% of the Library A Library B Library C total reference collection, was graded as basic, if not poor. Legal stock was held in various places Out-of-date Up-to-date throughout the library, making it difficult to locate, and much of it was closed access. Up-to-date essential textbooks were held, along with public and general statutes, but these could not be used in any meaningful way because of the absence of other Collection development and exploitation sources. Beyond this limited provision there was Table 6.7.2 summarises the position in the three little information available. There was no complete libraries with regard to size of holdings, selection or systematic collection of treaties, and coverage of policy, budgeting for the law collections, staff training, law reports and sources to find and use them was and the sources used for the selection of materials. virtually non-existent. The statutes were the only No formal collection development policies for legal types of legislation held, and the finding tools for materials in these public libraries exist, and there are legislation were very out-of-date. no specific guidelines on the level and scope of such collections. Only Library B had a book selection Currency of collections policy, and that was dated. None of the libraries had a specific portion of the budget allocated to the Currency tests were performed on samples of acquisition of legal materials. There is little known items at all three libraries – excluding items not about what type of public library users require legal subject to ageing. The currency test at Library A information, and none of the libraries collected was performed on a sample size of 25 items out any usage information or conducted user studies. of a population of 127, while at Library B it was There was no specific staff training on the use and performed on 67 items, or 18% of the open access exploitation of legal materials in any of the libraries. collection. In Library C the sample size was 37 items (about 12% of the collection).
6.7.2 Collection development and exploitation
Library A Library B Library C Holdings 152 9,350 377 Written policy O P O Specific budget O O O Staff trained O O O Selection of materials Approvals collections Publicity leaflets; advance Booklists; specialist notifications; sales reps booksellers; catalogues; buying trips to bookshops
Perspectives of Public Library Use 2 241 6 : INFORMATION AND REFERENCE SERVICES
6.7.3 Key sources of legislation and law reports a) Legislation
Purpose
Noting up a
Acts subject Locating a legislationStatutory Checking if an Finding Statutory Finding info Findingby subjectan Act Finding local Instruments on aStatutory Instrument about a Bill Act is in force NotingStatute up a Instrument by enacting Current Law P P House of Commons P Weekly Information Bulletin Index to the Statutes P Current Law Year Books P P Statutes P Is it in force? P P Current Law P P P P Legislation Citator Index to Government P P P Orders HMSO Daily List P Chronological Table P P of the Statutes Index to Local and Personal P Acts and supplements Table of Government Orders P
b) Law reports
Purpose
Findingby citationcases name only Finding cases Finding cases by Findingby subjectcases on legislation Currentof statusa case Index to citations P Current Law case citator P P Index to law reports series P P P Daily law reports index P P LEXIS P P P P Current Law P Legal Journals Index P P Current Law Legislation Citator P
242 Perspectives of Public Library Use 2 7.1 Assessment tools for quality management in public libraries
Management 7
Perspectives of Public Library Use 2 243 7 : MANAGEMENT
7.1 Assessment tools for quality management in public libraries
Kathryn Jones, Margaret Evans, Bob Usherwood Department of Information Science, Loughborough University and Department of Information Stud- ies, University of Sheffield
The interim report of a two-year research project funded by the British Library Research and Innovation Centre, to develop self-assessment tool kits for public library managers.
The project findings are included in: Evans, Margaret and others August 1999. Improving library and information services through self-assessment. ISBN 1 85604 336 3, London: The Library Association.
Research context between each of the authorities, the desire to provide excellent services to users stayed the same. A The research project ‘Quality management and number of issues were identified: public library services’, which ran from September 1994 - August 1995, recommended an investigation • Each case study authority identified between 10 into the potential of self-assessment tools to support and 20 initiatives which were considered part of a public library authorities in their adoption of quality quality management framework. These initiatives management techniques (Milner). The study also included: customer surveys, quality forums, staff found that whilst public library managers welcomed suggestion schemes. those techniques which might improve the quality of services, they were generally critical of those which • In a majority of cases these were found to be had not been developed specifically for the public stand alone initiatives; there was no co-ordinating sector. structure or framework in place to support them.
The ‘Assessment tools for quality management in • Communication of the initiatives across the library public library services’ study, a two-year research service was rarely co-ordinated. project funded by the British Library Research and Innovation Centre, is developing self-assessment • Front-line staff knowledge of the initiatives tool-kits specifically for public library managers. was poor compared to those in management The research team from the Universities of positions. Loughborough and Sheffield is working with three case study authorities to develop a practical and • Initiatives were not always reviewed for their effective tool-kit. Three models of good practice, effectiveness and impact on the library service. all of which lend themselves to self-assessment • Performance targets for initiatives were rarely techniques, are under investigation. These models established. are: The European Quality Foundation’s Business Excellence Model (European Foundation); Stewart and • It was not always clear how service review Walsh’s Quality Framework (Stewart); and Pfeffer informed service planning. and Coote’s The Democratic Approach (Pfeffer). The following is a brief summary of the interim findings of • Each of the case study authorities required an the research. approach which would take account of changing service structures. The quality audit An audit of current initiatives was used to determine The core values of quality management how quality was managed and perceived within Discussions with each of the case study authorities the three case study authorities. Interviews and highlighted the need to identify a management documentary analysis were used to identify how framework for the quality initiatives in place. A model quality initiatives were planned, implemented, of good practice was required which would establish communicated, evaluated and reviewed. Whilst the the links between initiatives, and set them into a focus and emphasis of the quality approach differed wider management context.
244 Perspectives of Public Library Use 2 7.1 Assessment tools for quality management in public libraries
An analysis of the three models identified thirteen developing services appropriate to customers needs intrinsic values. These core values demonstrated – ‘achieving equity in service’ - was also high on the the management principles and practices implicit in agenda. Managing and developing relationships the three approaches. Each of the demonstrator with staff, and ensuring effective leadership, were authorities was asked to prioritise these core values. also believed to be crucial to the success of library services. • customer focus; equity in service; an open system; public participation Those factors which were viewed as a lower priority how the organisation manages its relationships varied between the organisations: partnership with customers development and public responsibility did not score well; nor did stakeholder consideration, nor the • visible and visionary leadership; employee management of processes. development, involvement and satisfaction how the organisation manages its people and develops a culture for quality The development of the public library improvement matrix • consistency of purpose; continuous improvement; The three approaches management by fact An analysis of the three models showed that there how the organisation develops its plans, policies were similarities in their approaches to achieving and strategies good practice, although the focus of each differed • stakeholder consideration; public responsibility; slightly. The Democratic Approach was concerned partnership development with achieving equity in public services; the Quality how the organisation manages its relationships Framework concentrated on the customer-service with society relationship and customer-service surroundings; and the Business Excellence Model placed an equal • process management value on the inputs and the results of the service. how the organisation manages its processes Given the widespread public sector interest in the Business Excellence Model, and the local and Table 7.1.1 lists the top five core values identified as national collaborative networks which supported priorities within each of the case study organisations. its use and implementation, the decision was taken to keep the assessment framework of the Although there was general agreement from the Business Excellence Model intact. This assessment demonstrator authorities regarding those factors framework outlined criteria for assessment in nine which were a priority within their organisation, there key areas (leadership, policy & strategy, people was less agreement about those issues which management, resources, processes, people should be considered a lower priority. satisfaction, customer satisfaction, impact on society and business results). (See pages 248-249 for the The organisations’ priorities focused on the desire matrix itself.) to develop relationships with customers and staff. Each authority chose ‘developing an effective A preliminary analysis of the gap between the customer focus’ as its main concern and significantly, demonstrator authorities and the three approaches
7.1.1 Top core values in case study authorities Case study Authority One Case study Authority Two Case study Authority Three Customer focus Customer focus Customer focus
Employee development involvement Employee development involvement Equity in service and satisfaction and satisfaction Equity in service Equity in service Visible and visionary leadership
Visible and visionary leadership Consistency of purpose Employee development involvement and satisfaction Consistency of purpose Visible and visionary leadership Continuous improvement
Perspectives of Public Library Use 2 245 7 : MANAGEMENT under consideration had shown that there was a fit Impact on society between the authorities and the Business Excellence The assessment criteria used by the Business Model; however, the model would need to be Excellence Model referred mainly to public relations tailored and adapted to take account of the special and the environmental impact of library services. circumstances of public libraries. There was also a Feed-back from the demonstrator organisations significant overlap with the other two models; as a indicated that these criteria were not directly relevant result, criteria would need to be established to take for public library services, and that the criteria should account of this. In effect the Business Excellence be re-written to take account of the social impact Model offered a structure for understanding the of library services e.g. impact on health, education, techniques of self-assessment, and the Democratic welfare. Approach and the Quality Framework offered guidelines on what could be considered good Other changes management practice in the public sector. The assessment guidelines also took account of the changing local and national pressures on public Changes made to the language of the models libraries, including DCMS planning guidelines, Best The three approaches under consideration were Value and the expanding use of the Internet in public developed or modified specifically for public sector libraries. It was hoped that the new criteria would organisations. However, feed back from the case be directly relevant to the working environment of study authorities revealed that the language of the public libraries, and that the guidelines would reflect models did not always reflect the direct experience of what were the core management practices of public public libraries. Two issues were raised here: libraries. • Experience of concept First, the examples used to illustrate the models Public library improvement matrix did not always reflect the working practices of These new assessment criteria were pulled public libraries. together to form the public library improvement matrix. The matrix presents a working model of • Experience of language good management practice for public libraries. Second, whilst there was general agreement that It summarises the planning and assessment the ideology implicit in the models was relevant, approaches public library managers might consider some of the terms used to describe these if they wish to achieve a consistent approach to concepts were considered too theoretical and continuous improvement. The matrix also provides did not always reflect the culture of public library a useful introduction to the systems, concepts and services. techniques of self-assessment. It became necessary therefore to strengthen the Discussions with the demonstrator authorities and relevance of the three approaches for public library an analysis of the three models provide detailed services. However, whilst the language of the model assessment criteria for current management was changed to match the requirements of public practices in public libraries. The matrix offers a libraries, care was taken to ensure that the rigour framework for addressing current pressures on of the self-assessment would not be lost. Using public libraries, including annual library planning and the Business Excellence Model as a benchmark, proving best value. However, it does not prescribe the criteria for assessment were carefully matched the approach to take to achieve best-practice, but against the model. merely offers a framework for interpretation. Changes made to the focus of the models The core values and the guiding principles of Although the decision was taken to keep the quality management are inherent in the matrix, assessment framework for the Business Excellence including the need to prove that the organisation Model intact, the examples of good practice is continually improving in everything it does, and established in the other approaches were also used the benchmarking of best practice. The matrix to establish assessment criteria for effective public also provides a useful basis for post-assessment library services. business planning, by summarising stages of Customer focus organisational excellence and the approaches Whilst the Business Excellence Model provided required to achieve them. explicit assessment criteria for results in customer satisfaction, there was no direct assessment of the planning mechanisms required to achieve customer satisfaction. Drawing on the other two approaches, criteria relating to the management of relationships with customers were devised.
246 Perspectives of Public Library Use 2 7.1 Assessment tools for quality management in public libraries Next stage - the tool-kit The next stage of the research is to develop an assessment tool-kit for library authorities to measure themselves against the public library improvement matrix. Supporting documentation will include examples of good practice; links between the matrix and Best Value and DCMS planning guidelines, and a resource guide for the interpretation of the criteria.
References Milner, E., Kinnell, M. and Usherwood, B. (1997). Quality management and public library services. In: Brockman, J. (Ed). Quality management and benchmarking in the information sector. London: Bowker Saur.
European Foundation for Quality Management (1997). Guide to self-assessment 1997. London: European Foundation for Quality Management.
Stewart, I. and Walsh, K. (1989). The search for quality. Luton: Local Government Training Board.
Pfeffer, N. and Coote, A. (1991). Is quality good for you? London: Institute of Public Policy Research. pp 31.
Perspectives of Public Library Use 2 247 7 : MANAGEMENT
Stages to achieving organisational excellence
Overall Performance Trend data are Trend not collected. All available data relate to short term. Annual results are perceived as management There is data. an emphasis on financial results. Critical success factors for the library service are identified. Non financial results are also evaluated e.g. achieving policy and strategy goals and objectives; efficiency and effectiveness measures. for Targets improvement are identified. Results are used to inform policy and strategy. Results and new targets are communicated to staff. - ciety Impact on So There is a system in place to identify public perception of the library services impact Targets on society. are identified for improvement. The library service develops employee awareness of its role in society. There is no formal mechanism in place to identify impact Impact on society. measures generally relate to customer perception of the service received. Basic information on impact on society is collected e.g. press and publicity. Measures relating to impact on society are identified e.g. equity in treatment, economic impact. mechanism is A implemented to collect relevant evidence.
Employee Satisfaction There is no systematic attempt to identify employee satisfaction. Issues are dealt with as and when they arise. Limited data collection relating to employee satisfaction takes place. Internal measures of employee satisfaction are identified e.g. sick leave. Data are collected. Consultation focuses on working practices and procedures. Surveys are used to identify employee satisfaction. Trends are identified. Communication channels are evaluated and improved.
Customer Satisfaction There is no systematic attempt to identify customer satisfaction. The library service actively surveys customers. are set for Targets improvement. The library service has internal measures in place to predict customer satisfaction e.g. building audits and press and publicity. The library services key indicator of customer satisfaction is the number of complaints received. These are reacted to on an ad hoc basis. The library service attempts to identify trends in customer comments. Other indicators of customer satisfaction are used.
Processes There is no formal system in place to ensure working practices are standardised. system is in place A to involve employees in the management and development of key value-added processes. The effectiveness of key value-added processes is assessed. The main processes of the library service are identified e.g. document delivery. procedures Working are imposed on Procedures staff. are changed as and when problems arise. Key value-added processes are identified. Procedures are documented / flow system is A charted. in place to integrate new processes into library routine e.g. piloting, pre-training.
Resource Management There is no system in place to ensure resources are adequately deployed. There is a system in place to identify what resources are available and how they are deployed. There is a system in place to identify what resources are available and how they are deployed. There is a system in place to ensure that resources are developed with customer requirements in mind. There is a system in place to ensure that relevant information is made available to all stakeholders. Public Library Improvement Matrix
Employee Management There is no formal system in place for the management of employees. Career development is seen as the responsibility of the individual. There is a system in place to ensure employee welfare issues are taken into account, e.g. health & safety, equal opportunities, remuneration. The senior management team ensures two-way effective communication within the library service. An appraisal scheme is in operation. Appraisal is aligned to the delivery of policy and strategy. of The effectiveness the appraisal system is assessed. Senior managers make a formal commitment to the development and empowerment of A every employee. human resources plan is developed for the library service.
There are no customer service standards in There is no place. systematic attempt to identify the needs of customers. Main customer groups are identified and defined in line with Audit Commission/CIPFA requirements. Limited customer profiling, based on demographic indicators takes place. There is a system in place to identify key partners and suppliers. mechanism is A in place to identify lapsed and non- users. These data are used to inform marketing strategies. The library service makes a public commitment to the delivery of quality library services to its current and potential customers. It sets and reviews customer service standards. Customer Focus
Policy & Strategy Plans are developed in isolation. Accountabilities rarely identified. Plans have short term focus. Three/ Five year business planning rare. All departmental plans are aligned with the library plan. system is in place A to align the library plan with corporate strategies. The library plan takes account of long and short term needs. Critical success factors are identified. An annual library plan based on DCMS guidelines exists. Staff involvement in the development of the plan is minimal. Communication of the plan is on a need to know basis. Policy and strategy are informed by relevant internal and external factors, e.g. demographic trends, government initiatives, human resources. Systems are in place to inform all stakeholders of the strategic direction of the library service. Employee awareness of policy and strategy is evaluated.
Leadership
There is no overall vision for the library service in place. Leaders are beginning to learn about quality concepts. The senior management team recognises the need for continuous improvement within the library service. The senior management team ensures two-way effective communication within the library service. Senior managers act as role models in promoting a culture of continuous improvement. Senior managers promote the need to develop the library service and set targets for improvement.
Approach Organisational Commitment Organisational Implementation Planned
Baseline One Stage Two Stage
248 Perspectives of Public Library Use 2 7.1 Assessment tools for quality management in public libraries
Stages to achieving organisational excellence 50% of internal targets are being Adverse met. trends are identified and linked to processes. Improvement targets are reset. data is Trend routinely tracked across the whole library service. Positive trends are identified in key areas. Benchmarking is used to compare results. The library service is performing consistently well in relation to best practice organisations. are reset. Targets The library service makes its results available to all of its stakeholders. All targets are being met. The library service can provide evidence that it is consistently improving in relation to its critical success factors. Results are directly linked to inputs and processes. There is a system in place to ensure that environmental impact is minimised e.g. recycling of waste. The library service undertakes a regular social audit to identify all stakeholders perceptions of its impact on society. Results from the social audit are used to inform policy and strategy and business planning. 50% of targets are being met. Positive trends are established when compared to best practice organisations. Results are fed back into the improvement cycle. Two-way Two-way communication takes place on a broad range of issues. Morale is high. for Targets improvement are set and published. Management of change is sympathetically dealt with. Available data show Available that employees are committed to their work and the organisation. data show Available that employees feel valued in their work. Positive trends are established when compared to best practice organisations. Employee satisfaction is consistently improving. Two-way appraisal is the norm. © Loughborough University, University of Sheffield, British Library 1998 © Loughborough University, What the library service is achieving (review and improvement) Non-users and lapsed users are surveyed. Results are fed back into the improvement cycle. The library service makes use of more sophisticated methods to identify customer satisfaction e.g. customer forums juries. and citizens’ Employees are made aware of targets relating to customer satisfaction. 50% of targets are being met. 75% of targets are being met. are Trends consistently improving. Positive trends are identified when compared to best practice organisations. A mechanism A is in place to identify areas for improvement. for Targets improvement are established. Feedback from all stakeholders is used in the review of processes. Standards are established for key processes. These standards include measures which will be used to review and evaluate current practice. Process performance is demonstrably linked to customer requirements. Processes are benchmarked against good practice organisations. Experience is shared and changes are implemented. Value-added procedures are understood by all systematically staff, managed and continuously improved. . London: British Quality Foundation The library service works with partners and suppliers to monitor review, and improve the resource management process. There is a system in place to identify and remove waste e.g. rework and time. There is a system in place to evaluate and understand the potential of new technology for the library service. There is a system in place to review and modify the allocation of resources based on changing corporate agendas. Systems are in place to identify and pursue alternative funding arrangements e.g. partnerships with other council services, EU. Resources are developed and deployed in line with policy and strategy. London: Institute of Public Policy Research Luton.: Local Government Training Board Training Luton.: Local Government Training and Training development plans align individual aspirations with policy and strategy. These plans are regularly reviewed for every employee. Managers ensure that work is delegated to the appropriate level. There are systems in place to encourage and enable people to participate in improvement activity. Human resources plans are aligned with policy and strategy. Systems are in place to empower people to take action, improve working practices and increase organisational performance. The library service ensures that the full potential of all employees is being realised. Guide to self assessment: Public Sector 1997 The search for quality. Is Quality Good for You? Is Quality Good for The library service has a system in place for informing users of service level decision making. All employees receive regular customer awareness training. Customers are given clear rights for redress and complaint. How the library service plans its processes There is a system in place to ensure citizen participation in service level decision making. Customer service standards are negotiated with the public. and Training development are aligned with customer focus. The customer focus of the library service is informed by internal benchmarks. Best practice organisations are identified and experience is shared. All actions are directed towards meeting the requirements of customers. Policy and strategy reflect the core values of quality management. The relevance and of effectiveness policy and strategy are assessed. Critical success factors are reviewed and if necessary reset. Policy and strategy are regularly reviewed and updated. An planning effective cycle is in place. Policy and strategy are informed by performance against internal and external benchmarks. The library service takes a lead role in the delivery of many council strategies e.g. Internet access, community development. All stakeholders understand the strategic direction of the library service. Continuous improvement is ingrained into the culture of the library service. British Quality Foundation (1997) A. (1991) N.; Coote, Pfeffer, K. (1989) Stewart, J.; Walsh,
Derived from:
Senior managers work with all stakeholders to ensure that the library service is improving in everything it does. Senior managers are visibly involved in the development and support of improvement teams. Senior managers are proactive in rewarding and recognising efforts employees’ and achievements. Senior managers ensure a consistent approach to continuous improvement. Senior managers promote and support the principles of quality management outside the library service. Continuous improvement is ingrained into the structure, culture and management ethos of the library service.
Systematic Review Systematic Consistency Ensuring Excellence Achieving
Three Stage Four Stage Five Stage
Perspectives of Public Library Use 2 249 7 : MANAGEMENT
The impact of the opening of a new university on a public library service 7.2 in Lincoln
Marie S Nicholson
Extracts from a dissertation for an MA award. The research was carried out over a two-year period, to discover the impact upon the public library service in Lincoln of a new university campus, opened in September 1996. In addition to field work carried out at both the university and the public library, the author distributed two questionnaires to university students, one year apart, and compared their findings. The questionnaires investigated the students’ use of various information resources in the city, including the public library service. This summary presents the findings of the second questionnaire, comparing them - in many instances - with the findings of the first. A majority of students did use the public library for academic purposes (especially book borrowing), though their use was essentially for additional rather than core material.
Nicholson, Marie S 1998. The impact of the opening of a new university on a public library service in Lincoln. MA dissertation, Loughborough University, Department of Information Science, supervised by Eric Davies.
Methodology The first questionnaire was distributed over a 7.2.1 Courses studied by students 1998 two‑week period in May 1997 – i.e. at the end of Course No. of students % of the academic year and before the vacation. Of who responded respondents the 500‑600 students studying at the university, 400 were emailed with the questionnaires. Hard Tourism 36 20.1 copies were also placed on the desk in the Learning Management 19 10.6 Support Centre of the university. Sixty-three Criminology 32 17.9 responses were received. Humanities 14 7.8 Health studies 5 2.8 The second questionnaire had essentially the Media* 11 6.1 same content, with some slight amendments. The Psychology* 11 6.1 questionnaire was distributed over a three-week Social policy 6 3.4 period in March 1998, through the same combination Criminology & of email and hard copy. Of the 1,200 students social policy 5 2.8 studying at the university, some 500 were emailed. Other 40 22.8 There were 179 responses - the increase over the * = new subjects for 1997-98 previous year probably due to the earlier survey date. and facilities do you require as a student? Replies Student courses under the seven prompted options, plus an ‘other’ Students were asked: What course are you category, are depicted in Table 7.2.2. studying? Responses are summarised in Table 7.2.1. All courses fell within humanities/social Respondents were asked (with reference to the science subjects (as there were no science-based previous question): Where do you find most of the courses at the university). information and facilities? Responses for 1998 (and percentages of students for both 1997 and 1998) are The great majority of the students were depicted in Table 7.2.3. undergraduates, with only three Masters courses reported. Ninety-eight per cent of the students The word ‘most’ in the question is key, and not responding were full-time. Asked How long have you surprisingly the majority of students (58%) obtained been studying at Lincoln University campus? 56% most of their information needs from the Learning replied ‘one year’ and 44% ‘two years’. Support facility at the university. However this percentage had significantly decreased from the 73% Respondents were asked: What information needs mainly using Learning Support the previous year.
250 Perspectives of Public Library Use 2 7.2 The impact of the opening of a new university on a public library service in Lincoln 7.2.2 Information and facilities required by students Facility or information No. of % of % of need required respondents respondents respondents 1998 1998 1997 Journals 163 91.1 92.1 Information technology 161 89.9 84.1 Study space 148 82.7 71.4 Books for your course 179 100.0 100.0 Books for leisure time 50 27.9 31.7 Photocopying 156 87.2 88.9 Audio visual equipment 127 70.9 68.3 Others 36 20.1 17.5
7.2.3 Main source of resources for student information needs Location/service where most No. of % of % of information and facilities are respondents respondents respondents found 1998 1998 1997 Public library 9 5.0 4.8 Learning support at the university 104 58.1 73.0 Materials provided on your course 16 8.9 6.3 Own books and equipment 29 16.2 6.3 Others 6 3.4 1.6 Not stated which is most important 12 6.7 7.9 No answer 3 1.7 0
7.2.4 Percentages of respondents using Lincoln public library service User of public library in No. of % of % of Lincoln/Lincolnshire respondents respondents respondents 1998 1998 1997 Yes 134 74.9 66.7 No 44 24.6 33.3 No answer 1 0.6
The percentage of students relying mainly upon their Respondents were asked: When did you last use own materials had increased from 6% to 16%. The the public library service? and prompted with eight numbers obtaining most of their requirements from responses, summarised in Table 7.2.5. Recent use the public library had remained constant at 5% - a predominated, with 72% having used the public small proportion. library within the previous month.
Public library use Respondents’ previous use of Students were asked where they lived before 7.2.5 public library 1998 studying at Lincoln University. Twelve per cent had lived in Lincoln itself, 14% in Lincolnshire, 67% Last use of No. of % of public library respondents respondents elsewhere in the UK, and 8% abroad. This week 37 20.7 They were also asked whether they had been public 2 weeks ago 27 15.1 library users before becoming students. 90.5% had 2-3 weeks ago 14 7.8 been, and 9.5% had not. One month 19 10.6 1-3 months ago 21 11.7 Respondents were then asked whether they 3-6 months ago 12 6.7 currently used the public library service in Lincoln. 6-12 months ago 4 2.2 Responses are depicted in Table 7.2.4 - together More than 12 months ago 0 0 with percentages of respondents for both 1998 and n/a 45 25.1 1997. Three-quarters of the students used the public library in 1998 - an increase on the two thirds who used it in 1997.
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Purposes of public library use halved - probably for similar reasons related to cost. Respondents were asked What do you use the public library for?, and prompted with 10 options, The percentage of students using study space at including an ‘other’ category. The percentages of the public library had almost doubled - though it is respondents using the different services are depicted difficult to know the reasons for this. - for both 1998 and 1997 - in Table 7.2.6. Reasons for public library use The most common uses of the public library were Respondents were asked: Why do you use the public for borrowing books - with slightly larger numbers library service?, and prompted with five options, borrowing books which are not on a reading list. including an ‘other’ category. The presentation of the ‘Use of reference materials’ and ‘borrowing for findings inTable 7.2.7 takes into account responses leisure’ were also common. citing more than one reason.
The percentage of students using interlibrary loans In 1997, 59.5% had used the public library because had halved in 1998 - perhaps because charges it provided materials not available from the university. for requests at the public library had risen since This remained the most important reason in 1998, for 1997, making the service more expensive than 66% of those who had answered the question. No the university service. The percentage using other reason given was prominent. photocopying facilities at the public library had also
Percentages of respondents using public library 7.2.6 services, 1998 and 1997
Services used in public library 1998 1997 % % Borrowing books from a reading list 60.4 58.5 Books for course which are not on reading list 69.4 68.3 Interlibrary loans 14.1 29.3 Looking at journals 34.3 41.5 Study space 29.1 14.6 Using Information technology 9.7 2.4 Using reference material 43.3 58.5 Photocopying 11.9 19.5 Borrowing books for leisure time 49.2 51.2 Others 8.6 22.0
7.2.7 Reasons for student use of public library 1998 % of respondents Reasons for using public library No. of % of who answered respondents respondents the question Provides materials which are not available from the University 88 49.2 66.2 Its location is more convenient than the University 3 1.7 2.3 The opening hours are more convenient than the University’s 0 0 0 The facilities e.g. photocopying are cheaper than the University 1 0.6 0.8 Other 6 3.4 4.5 Provides materials which are not available from the University and more convenient location 12 6.7 9.0 Provides materials which are not available from the University and more convenient opening hours 6 3.4 4.5 Provides materials which are not available from the University and cheaper facilities 5 2.8 3.8 Provides materials which are not available from the University and other 6 3.4 4.5 More convenient location than University and other 1 0.6 0.8 Provides materials which are not available from the University, more convenient location and opening hours 2 1.1 1.5 Provides materials which are not available from the University, more convenient location and cheaper facilities 2 1.1 1.5 More convenient location, opening hours and cheaper facilities 1 0.6 0.8 n/a 46 25.7
252 Perspectives of Public Library Use 2 7.2 The impact of the opening of a new university on a public library service in Lincoln 7.2.8 Student opinions of public library facilities compared to other resources, 1998 % of respondents Opinion of facilities No. of % of who answered respondents respondents the question Essential to your studies – as you cannot get them elsewhere 17 9.5 12.8 More preferable than other sources – but you could get them elsewhere if necessary 8 4.5 6.0 A backup to other sources 78 43.6 58.6 Other 2 1.1 1.5 Essential and more preferable than other sources 1 0.6 0.75 Essential and backup to other sources 16 8.9 12.0 More preferable and a backup to other sources 7 3.9 5.3 A backup to other sources and other 2 1.1 1.5 Essential, more preferable and a backup to other sources 2 1.1 1.5 n/a 46 25.7
Respondents were also asked whether the facilities Non-use of public library which they used at the public library were essential, The 42 students who did not use the public library or preferable to the university resources, or a back- were asked why not, and prompted with four replies up to other facilities. Responses - and percentages plus an ‘other’ category. Of the 42, 29% said that - are depicted in Table 7.2.8. They suggest that the ‘the materials available at the public library were public library was used for additional rather than not relevant to my study’, 21% that ‘the university primary information by the majority of students. provided all the facilities which were needed for my study’, and 12% that they obtained information from places other than the university and public libraries.
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7.3 Children’s library design
Faye Sisson University of Sheffield, Department of Information Studies
This dissertation examined the attitudes of public library authorities, children and their parents to the design and location of the children’s library in relation to the adult department. A survey of 23 public library authorities indicated that decisions on the children’s library location appear to be a compromise between the perceived advantages to the child and the resources available. A series of interviews with parents and children in four libraries - two open plan and two with a separate children’s department - revealed that most preferred the type of library they were accustomed to. Observations showed that more children will go into the adult library to seek out their parent when there are separate children’s and adult departments, but children were equally likely to ask library staff for help regardless of the location of the children’s department.
Sisson, Faye 1997. Children’s library design: does the location of the children’s department in relation to the main adult library affect the interaction between the child and the library? MA dissertation, University of Sheffield, Department of Information Studies, supervised by Richard Proctor.
Methodology Local authority policy Four branch libraries in Sheffield were used in this Twelve of the responding authorities (52%) did have study: A and B were open plan, with the children’s a policy on the location of the children’s library and and adult libraries in a shared room, and C and 11 (48%) did not. Of those 12 that did, 85% favoured D had a separate room for the children’s library. the open plan arrangement. Table 7.3.1 details the Children were observed in the libraries on one type of provision for children’s libraries in each of school day and one non-school day. the authorities questioned. Overall, an open plan arrangement was most popular, with 13 authorities A series of interviews with children and parents was (57%) providing this type of children’s library service. scheduled in the four libraries. Around ten children (of various ages) and ten adults from each library When asked on what basis these decisions about were interviewed. provision for children’s libraries were made, a wide range of answers was given. These are shown in Questionnaires were distributed to 30 public library Table 7.3.2, which gives reasons for and against an authorities in the UK to ascertain whether they had a open plan layout, and Table 7.3.3, which details the policy concerning the arrangement of the children’s reasons for and against separate children’s library library. Twenty‑three replies (77%) were received: provision. Main reasons cited for an open plan eight from metropolitan districts, seven from London layout were staffing, space and budget restrictions, boroughs, and eight from counties. and the fact that it eases the transition from the children’s to the adult service.
7.3.1 Provision for children’s libraries Number of respondents Metropolitan London Counties districts boroughs Separate room with own service desk - 2 - Separate room with shared service desk 2 1 - Open plan, shared children’s and adults’ room 4 2 7 Various arrangements 2 1 2
254 Perspectives of Public Library Use 2 7.3 Children’s library design
7.3.2 Reasons for and against open plan Number of respondents Metropolitan London Counties districts boroughs For: Space restrictions 2 1 5 Staffing 5 2 5 Budget restrictions 4 - 2 User surveys 1 - - Eases transition 2 2 4 Higher visibility - 1 - Parents can choose books at the same time - 1 1 More adults will use the children’s library - 1 1 Flexibility 1 - 1 Tackles departmental mentality of staff - - 1 Nowhere is out of bounds - - 2 Eases promotion - - 1 Parents can supervise their children - - 1 Follows Library Association Guidelines 1 - - Equality of service to adults and children - - 1 Needs to be away from reference areas - - 1 Needs to be defined by decoration 2 1 3 Shared desk - - 3 Against: Staffing suffers - 1 - Space or time needs to be allocated for activities - - 1
7.3.3 Reasons for and against separate provision Number of respondents Metropolitan London Counties districts boroughs For: Class visits 1 2 - Noise 1 2 - Need to be away from adult temperaments - 1 - Activities 1 2 - Greater access to PCs - 1 - Market research - 1 - Better relationship with staff - 1 - Independence and confidence - 1 - Safer for lone child - 2 - Parents can leave children - 1 - Against: Lack of communication between staff - 1 - Reduced staff means children’s library will have to be closed - 1 - Health and safety issues - 1 -
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Parents’ views not. Fourteen of 19 parents (74%) in the open plan Parents were asked whether they used any other libraries took their children into the adult section, and libraries than the one they were interviewed in, 13 of 15 parents (87%) in separate libraries did. The and responses, from 40 parents, are illustrated in most common reason for this was to allow parents Fig 7.3.4. to choose their own books - 9 of 14 respondents in Libraries A and B (64%) and 9 of 13 in Libraries C and D (69%) gave this reply. Use of other libraries 7.3.4 Parents were asked whether they would object to a change of arrangement, and responses are shown in Fig 7.3.6.
Responses of parents to suggestion 7.3.6 that the library might change to the opposite layout No. of parents
No
The most common reason parents gave for using
the particular library they were in was that it was the % of respondents closest, as shown in Fig 7.3.5.
7.3.5 Reasons for using this library
Separate
The children Fig 7.3.7 shows the results of observation of 159 children in Libraries A and B (open plan) and 145 children in Libraries C and D (separate). More
No. of parents children read in the library when the children’s department was separate from the adult, and interviews with children revealed that there was a small difference between separate and open plan arrangements in the number of children who said they read books in the library: 5 of 19 children in the open plan libraries (26%), and 6 of 16 children in the Library D libraries with separate children’s department (38%), said they read books in the library. More children used adult books in the open plan libraries, and more children went into the adult library to seek out their When asked which design - i.e. open plan or parents. Not surprisingly, parents told their children separate - was most appropriate for their children, off about noise levels more in open plan libraries. almost all respondents from Libraries A and B (open plan libraries) answered open plan (17 of 19, 89%), Children were asked whether they used the adult and 95% of those from Libraries C and D (separate library, and if so for what reasons. Seven of 19 children’s department) thought a separate library children (37%) from the open plan libraries did use was most appropriate (the remaining one was the adult library, compared to three quarters (12 undecided). of 16) of children in the libraries with a separate children’s department. This appears to contrast with Most adults take their children into the adult the findings shown immediately above. Reasons for department or section of the library, regardless using the adult library are shown in Fig 7.3.8. of whether there is an open plan arrangement or
256 Perspectives of Public Library Use 2 7.3 Children’s library design 7.3.7 Children’s behaviour in open plan and separate libraries, by observation
Separate
Base: 159 children in open plan libraries and 145 in separate libraries
7.3.8 Children’s reasons for using the adult library
Separate No. of childrenn
Base: 7 children in open plan libraries and 12 in separate libraries
When asked whether they preferred an open plan or arrangement, two (11%) preferred a separate library separate arrangement, children generally followed and six (32%) had no preference. In the libraries the pattern of their parents, preferring the type of with separate children’s departments, 14 (88%) library they were used to. In the open plan libraries, preferred a separate department and two (13%) had eleven children (58%) preferred an open plan no preference.
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7.4 Job satisfaction and absenteeism
Sarah Hall University of Sheffield, Department of Information Studies
A survey of library staff in one public library authority revealed that the physical working conditions and salary levels provoked the most dissatisfaction amongst employees, and that library assistants tended to be dissatisfied with their working relationships with professionally qualified colleagues. An examination of absence records over several years showed that whilst colds, flu and viral infections accounted for 43% of illnesses they only accounted for 26.4% of the total number of days lost. Conversely, stress, anxiety and depression accounted for 2.8% of recorded absences but 15.8% of the time lost.
Hall, Sarah September 1997. Managing absenteeism: correlations between absenteeism, job satisfaction, and stress in all grades of LIS staff within a single authority. MA dissertation, University of Sheffield, Department of Information Studies, supervised by Richard Proctor.
Methodology Questionnaires were distributed to 98 public library Responses to the questionnaire were received from staff in four different libraries within a single authority. 73 employees, representing a response rate of Recipients included all levels/grades (other than 74%. Table 7.4.3 shows the number of respondents manual workers), a range of ages, and both genders. according to their position. Table 7.4.1 show the participants by position. 7.4.3 Respondents by job title Staff included in the survey Respondents 7.4.1 Number % Senior Library Professional Assistants and Library Assistant 34 47 Library Assistants Senior Library Assistant 4 5 District 1 6 17 Assistant Librarian 9 12 District 2 8 12 Librarian 12 16 District 3 7 26 Other (e.g. Admin) 14 19 District 4 6 16 Total 27 71 Job satisfaction The absence records of the participants in the four Respondents were asked how satisfactory they libraries were examined over the following periods found different aspects of their job, and replies are (full records for 1991 and 1997 were not available): depicted in Fig 7.4.4. Physical working conditions and salary provoked the most dissatisfaction, whilst job security provoked the most uncertainty. The Absence records examined majority of staff were satisfied with the contribution of 7.4.2 their work to the overall service and its importance to 1990 January-December the organisation. 1991 January-March 1993 January-December Working relationships Eighteen of 72 respondents (25%) were either 1994 January-December dissatisfied or extremely dissatisfied with the working 1995 January-December relationships between professional and non- 1996 January-December professional staff. Of these, 13 (72% of the 18 who 1997 January-March expressed dissatisfaction) were library assistants. The total number of absences recorded from these records was 604.
258 Perspectives of Public Library Use 2 7.4 Job satisfaction and absenteeism
7.4.4 Job satisfaction
Stress Length of service and promotion Eight of 34 Library Assistants (23%) were dissatisfied or extremely dissatisfied with the amount of stress Nearly two-thirds of respondents (64%) had worked their job entails, compared to 18% of all staff. ‘Other in libraries for over five years and 14% had three to staff’ were most satisfied (69% satisfied or extremely five years service. Just 7% had been working for satisfied), followed by 62% of Librarians and less than one year and 15% had one to three years Assistant Librarians. service.
Physical working conditions The great majority of respondents (88%) had not Only 37% of participants were satisfied with the been promoted since they started work in their physical working conditions of their library and library. Ten percent had been, and two participants information services, whilst 28% were dissatisfied did not answer the question. and 20% were extremely dissatisfied. The majority of Library Assistants (69%) were either dissatisfied or extremely dissatisfied, but half of the Librarians, two thirds of the Assistant Librarians and 69% of the ‘Other’ staff were satisfied or extremely satisfied with the physical working conditions.
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7.4.5 Reasons for working in libraries
Reasons for working at the library Absenteeism Respondents were asked for their reasons for Number of days absent working at the library, and five options were Six hundred of the 604 recorded cases of absence prompted plus one ‘other’ category. Fig 7.4.5 shows accounted for a total of 3,829 days off work (the the results. other four cases not specifying the number of days absent over the period of four and a half years during 1990‑97). The average length of absence was 6.4 days. Fig 7.4.6 shows the results.
7.4.6 Length of absences
260 Perspectives of Public Library Use 2 7.4 Job satisfaction and absenteeism
7.4.7 Reasons for absence
Reasons for absence Average length of absence for each illness The most common reasons for absence were colds, As Table 7.4.8 shows, stress, anxiety and depression flu and viral infections, which together accounted for accounted the longest average length of absence at 43% of absences (260 cases). Fig 7.4.7 details all 35.5 days (the median was 14 days.) the reasons specified.
7.4.8 Average length of absence for most common ailments Cause of absence Number of Total number of Average absence cases days absent (days) Stress, anxiety and depression 17 607.5 35.5 Chest infections 21 299 14.2 Dizziness, vertigo and fainting 12 98 8.2 Neck and back problems 21 108 5.1 Colds, flu and viral infections* 256 1,012 3.9 Allergies and infections 43 133 3.1 Migraines and headaches 42 80 1.9 Upset stomach, sickness and diarrhoea 111 194 1.7
*Excludes four absences of unspecified length.
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7.5 Perceptions of the public library and their impact on recruitment
Pamela Golder University of Sheffield, Department of Information Studies
Taking as its starting point the hypothesis that lack of opportunities, resources and funding within public library authorities adversely affects the recruitment and retention of staff, this study describes the results of a survey of library school students. A series of interviews with employers from public library authorities provided a view from the other side of the fence. The study found that previous public library work experience is a key determinant in career choice in public libraries, but that opportunities for postgraduate students in particular to gain such experience were very limited.
Golder, Pamela September 1996. Perceptions of the public library: a study of the impact on recruitment. MSc dissertation, University of Sheffield, Department of Information Studies, supervised by Richard Proctor.
Methodology disagreed with the statement: public librarianship is Questionnaires were circulated to students a popular choice among library school graduates. (except overseas students) studying for the MA The remaining three respondents neither agreed nor in Librarianship at the University of Sheffield, and disagreed. the BA in Information and Library Studies at Leeds Metropolitan University. This was complemented by a 7.5.2 Students’ preferred sector of series of interviews with one or two senior librarians employment in each of ten public library authorities: Rotherham, Non-library Sheffield, Wakefield, Derbyshire, Harrow, Kirklees, work 7% Leeds, Lincolnshire, Northamptonshire and Sutton. Public library Twelve staff were interviewed in total. Peripheral 16% information work Table 7.5.1 shows the responses received to the 15% questionnaire.
Eighty-five percent of respondents were female, 73% Academic library were under-25, and 80% were undergraduates. 16%
Popularity of public librarianship Only 16% of students stated that their future career Specialist library preference was in a public library, as shown in 46% Fig 7.5.2. When asked for their views, nine of 12 staff from library authorities (75%) disagreed or strongly
7.5.1 Response rate Course Year Number of Number of Number of Response students on questionnaires questionnaires rate course distributed completed (%) BA (Hons) ILS 1 41 24 24 100 “ 2 35 28 22 79 “ 3 35 30 24 80 MA Librarianship n/a 27 22 18 82 Total 138 104 88 85
262 Perspectives of Public Library Use 2 7.4 Job satisfaction and absenteeism Perceptions of the public library Those students who had a preference to work in Seventy-five percent of students thought that public a public library valued ‘hours’ as significantly less libraries had the most negative image, compared to important than those who did not. Pay was also less academic libraries (7%) and special libraries (3%), important to students who had a preference to work as Table 7.5.3 shows. in a public library.
Relative image of public libraries Those respondents who had a preference to 7.5.3 work in a public library valued helping others and % of respondents working with people as significantly more important, Most Most No and working with technology as significantly less Type of negative positive difference important, than those without a preference. library image image in image Public 75 7 15 Previous work experience Academic 7 23 15 Interestingly, of the 13% of respondents who had Special 3 57 15 worked as a graduate trainee before their course, none had worked in a public library (11% had worked in academic libraries and 1% in special libraries). In The majority of students (83%) thought the typical all, 82% of respondents had some work experience image of public libraries was off-putting to potential in a library or information unit, either as a graduate recruits, while only 32% thought the same for trainee or in some other capacity, but only 28% had academic libraries and 18% for special libraries. Two worked in public libraries. main reasons for considering the image of public libraries off-putting were cited: they were stuffy Undergraduate students had an even spread and boring (52% of respondents), and they were of experience between public, academic and underfunded and under-resourced (46%). special libraries, but the majority of postgraduates had worked in academic libraries, as shown in Job choice criteria Table 7.5.5. Table 7.5.4 shows the level of importance students attached to certain criteria when choosing jobs.
7.5.4 Importance of certain factors when choosing jobs 1=very important 5=not at all important 1 2 3 4 5 Career prospects 40 36 20 0 4 Pay 24 47 22 7 1 Status 12 39 39 8 1 Job security 38 41 13 6 3 Social worth 15 38 70 9 6 Helping others 23 42 23 10 2 Working with people 34 42 18 3 2 Hours 11 40 33 13 3 Working with technology 9 30 44 11 6 Creativity 16 48 28 7 1 Variety 33 57 7 1 2 Challenging 39 44 13 3 1
7.5.5 Respondents with work experience in each sector Type of Students on % of BA Students on % of MA library BA (Hons) course respondents MA course respondents
Public 21 30 4 22 Academic 26 37 16 89 Special 21 30 3 17 National 0 0 0 0 Note: 17% of respondents had experience in more than one type of library
Perspectives of Public Library Use 2 263 7 : MANAGEMENT Table 7.5.6 shows that none of the students who had The study found that respondents with public library been on a graduate trainee scheme had worked in a experience were more inclined to want to work in public library, and only four students had worked in a a public library, which suggests that experience is public library under other circumstances. necessary to overcome negative perceptions of the public library. 7.5.6 Pre-course work experience of MA students Employer views Type of Graduate Independent The librarians interviewed were asked for their library trainee scheme opinions on various statements about public libraries and their image, and the results are shown in Public 0 4 Table 7.5.7. Academic 10 6 Special 1 2 National 0 0
7.5.7 Employers’ views Statement Strongly Agree Neither Disagree Strongly agree agree nor disagree disagree No. (%) No. (%) No. (%) No. (%) No. (%) Underfunding of public libraries deters recruits 5 (42) 4 (33) 1 (8) 2 (17) 0 (0) Image of public librarians is off-putting 2 (17) 7 (58) 0 (0) 3 (25) 0 (0) Unsociable hours of work deter recruits 0 (0) 2 (17) 1 (8) 9 (75) 0 (0) Salary is competitive compared to other jobs 0 (0) 2 (17) 2 (17) 5 (42) 3 (25) Good job security in public libraries 1 (8) 0 (0) 2 17) 5 (42) 4 (33) Good job prospects in public librarianship 0 (0) 1 (8) 1 (8) 7 (58) 3 (25) Status of public librarian is less than that of 1 (8) 3 (25) 5 (42) 3 (25) 0 (0) other librarians Note: %’s are within each statement
264 Perspectives of Public Library Use 2 Book Marketing Limited publishes a number of reports on various aspects of the book trade, and details of these are given in the bibliography to this book.
One of these publications is Book Facts: An Annual Compendium. The ninth edition of this volume (published in 1998), contains some 200 annotated tables and charts, giving data drawn from over 50 book trade, market research and government sources, including contributions from BML and LISU.
The majority of tables included in it are concerned with publishing and bookselling trends and with the buying of books rather than borrowing of them (though the two are closely interlinked).
In this chapter, a series of tables have been selected from Book Facts which are related to the wider book market. Some tables have been amended and some figures updated for this book.
Book trade statistics 8 Perspectives of Public Library Use 2 265 8 : BOOK TRADE STATISTICS
8.1 Market sizes Percentage breakdown of 1997 The value of the UK book market 8.1.1b market by value
Estimates of the total value of the UK book market come from the Publishers Association (PA), based on the grossing-up of sales data from a sample of its School members to retail value for the whole industry. 7.3% The PA’s latest figures (for 1997), show this total value to be £2.86bn, an increase of 5.9% over 1996 at current prices, and following a 2.0% decrease Acad/prof in 1996 over 1995. In real terms (i.e. taking into 25.2% account inflationary increases), the market increased by 2.7% in 1997, following a 4.3% decrease in 1996.
The PA’s figures segment the market into three main Consumer types of books, with consumer titles accounting for 67.5% c£1.9bn in 1997, or 67.5% of the total value (see also Section 8.5), academic and professional titles representing just over £0.7bn (25.2%) and school/ English language teaching books making up the residual £0.2bn (7.3%). Source: Book Trade Yearbook 1998 In real terms, the value of school/English language (Publishers Association, 1998) teaching books fell in 1997 (- 3.9%), following a 7.8% increase in the previous year, while consumer books showed the greatest increase in 1997 (+ 4.0%), but had decreased in real terms in the preceding year (by 6.7%). Actual sales values and real growth rates are shown in Table 8.1.1a. The segmentation of the market in 1997 is shown in Fig. 8.1.1b.
8.1.1a The UK book market: value
Book sales: Retail value Consumer School & ELT Acad/Prof Total at current prices (£ millions)
1985 960 106 367 1,433 1990 1,405 140 556 2,101 1991 1,498 165 579 2,242 1992 1,545 196 631 2,372 1993 1,691 209 645 2,545 1994 1,772 204 669 2,645 1995 1,884 192 680 2,756 1996 1,800 212 689 2,701 1997 1,930 210 720 2,860
% changes in real terms Avg. 1985-90 + 1.9 - 0.2 + 2.6 + 1.9 1990-1991 + 0.7 + 11.3 - 1.6 + 0.8 1991-1992 - 0.5 + 14.6 + 5.1 + 2.0 1992-1993 + 7.8 + 5.0 + 0.6 + 5.6 1993-1994 + 2.3 - 4.8 + 1.2 + 1.4 1994-1995 + 2.8 - 9.0 - 1.7 + 0.8 1995-1996 - 6.7 + 7.8 - 1.1 - 4.3 1996-1997 + 4.0 - 3.9 + 1.3 + 2.7
% changes are based on unrounded figures Source: Book Trade Yearbook 1998 (Publishers Association, 1998)
266 Perspectives of Public Library Use 2 8.1 Market sizes The volume of the UK book market The PA have also produced estimates of unit sales of books, though emphasise that care must be taken 8.1.2b Percentage breakdown of 1997 market by volume when using their figures as a true measure of output, because of the diverse nature of the book product. This difficulty is highlighted inTable 8.1.2a by the School/ELT large growth in unit sales in 1995, which was caused 7.4% at least in part by the success in that year of the Acad/prof Penguin 60s and other low price series appearing 7.7% then.
In 1997, unit sales of books in the UK stood at 470m, a 4.1% increase on the 451m recorded in 1996. Whereas consumer books account for around two-thirds of the market value (Fig. 8.1.1b), they represent a far higher share of volume sales, reflecting the lower average price of these books, particularly compared with the high unit cost of academic/professional titles (Fig. 8.1.2b). Consumer 84.7%
Source: Book Trade Yearbook 1998 (Publishers Association, 1998)
8.1.2a The UK book market: volume
Book sales: Publishers’ Consumer School & ELT Acad/Prof Total sales in units (millions)
1990 335 30 35 400 1991 331 32 34 397 1992 326 40 35 401 1993 352 37 36 425 1994 348 36 35 419 1995 384 33 36 454 1996 381 34 36 451 1997 398 35 36 470
% changes 1991-1991 - 1.2 + 6.7 - 2.9 - 0.7 1991-1992 - 1.5 + 25.0 + 2.9 + 1.0 1992-1993 + 8.0 - 7.5 + 2.9 + 6.0 1993-1994 - 1.3 - 2.1 - 2.8 - 1.5 1994-1995 + 10.5 - 7.0 + 2.3 + 8.3 1995-1996 - 1.0 + 2.9 + 1.3 - 0.5 1996-1997 + 4.5 + 3.6 + 0.4 + 4.1
% changes are based on unrounded figures Source: Book Trade Yearbook 1998 (Publishers Association, 1998)
Perspectives of Public Library Use 2 267 8 : BOOK TRADE STATISTICS
8.2 Book prices Comparative price indices (PASCS) All Books Index does not measures changes in identical products: the chain-weighting Changes in market value do of course reflect used means that the mix of product categories in the changes in book pricing, as well as changes in the sample is the same in each year, but the composition market itself. Various indices of average book prices of titles within each category in the sample may are available, and a summary of these is shown in differ. The PPI index shows a 35% increase in Table 8.2.1. Three of the indices measure changes prices between 1990 and 1997, compared to the in consumer book prices (Publishers Association 29% increase recorded by PASCS. The Bookseller Statistics Collection Scheme Consumer, ONS All Titles Index, meanwhile, is a simple measure of Implied and Bookseller Consumer), while three average prices of new titles published, and does not measure changes in all book prices (consumer, take into account sales of the books at all. academic, professional, etc).
Of the indices measuring all book prices, the ONS’s Average new book prices Producer Price Index (PPI) is likely to be the most The overall changes in new title prices shown in accurate measure of changes in pricing in publishing, Table 8.2.1 can be examined in more detail. because it uses a base-weighting, which measures Table 8.2.2a splits out new editions from genuinely changes in prices of a sample of products which new titles, showing actual average prices, as well are as nearly identical as possible. In contrast, the as comparing the index of all books to RPI. Table Publishers Association Statistics Collection Scheme 8.2.2b looks at trends in title prices by category and binding.
8.2.1 Comparative price indices PASCS: PASCS: ONS: Implied ONS: Bookseller: Bookseller: Consumer* All books** index*** PPI 1 Consumer 2 All Titles 3 1985 73 70 76 84 71 81 1990 100 100 100 100 100 100 1991 107 108 107 108 107 102 1992 111 114 111 113 113 111 1993 117 119 113 115 120 120 1994 120 123 114 119 122 118 1995 118 121 117 124 118 118 1996 126 129 126 129 125 122 1997 126 129 136 135 127 123
In real terms (i.e. relative to RPI)
1985 97 93 101 112 95 108 1990 100 100 100 100 100 100 1991 101 102 101 102 101 96 1992 101 104 101 103 103 101 1993 105 107 101 103 107 107 1994 105 107 100 104 107 104 1995 100 103 99 105 100 99 1996 104 107 104 107 104 101 1997 101 104 110 108 102 99 * Based on average invoiced prices of publishers’ sales, chain-weighted by category ** Based on average invoiced prices of publishers’ sales, chain-weighted by category *** Implied, because ONS index is not published officially. Rather, it is derived from ONS figures showing consumer expenditure at current and 1990 prices 1 Producer Price Index: based on base-weighted index (i.e. measuring changes of a sample of products as nearly identi- cal as possible) 2 Average price of new fiction, non-fiction and children’s titles published (not weighted by sales) 3 Average price of all new titles published (not weighted by sales) Source: Book Trade Yearbook 1997 (Publishers Association, 1997)
268 Perspectives of Public Library Use 2 8.2 Book prices
8.2.2a Average book prices: new titles and new editions Year Total books New titles New editions RPI Total £ £ £ index books index 1981 10.05 10.06 9.99 49.0 60.6 1990 20.49 21.63 17.03 100.0 100.0 1991 20.91 21.80 18.43 105.9 102.1 1992 22.77 24.05 18.90 109.9 111.1 1993 24.53 25.81 20.72 111.6 119.7 1994 24.19 25.23 20.86 114.3 118.0 1995 24.10 24.80 21.91 118.2 117.6 1996 25.07 25.84 22.46 121.1 122.4 1997 25.25 25.70 23.78 124.9 123.2
Source: J Whitaker & Sons, published in The Bookseller (various issues)
8.2.2b Average book prices: by category and binding
1986 1994 1995 1996 1997 1997/1996 £ £ £ £ £ % change Fiction - paperbacks 3.11 5.64 5.88 6.24 6.54 + 4.8 - other bindings 9.00 13.77 14.08 14.83 15.74 + 6.1 - all bindings 6.33 8.73 9.03 9.47 9.91 + 4.6
School textbooks - paperbacks 3.33 12.35 13.56 14.78 14.67 - 0.7 - other bindings 8.50 21.94 21.78 22.88 29.59 + 29.3 - all bindings 3.87 14.39 15.26 16.71 18.14 + 8.6
Children’s books - paperbacks 1.88 3.75 4.05 4.11 4.35 + 5.8 - other bindings 4.70 7.17 7.72 7.60 7.86 + 3.4 - all bindings 3.54 5.44 5.67 5.62 5.87 + 4.4
Sci/Tech/Med - paperbacks 11.51 19.63 20.32 23.19 21.21 - 8.5 - other bindings 41.25 60.81 62.54 63.74 64.27 + 0.8 - all bindings 29.62 40.32 40.31 42.33 40.64 - 4.0
Academic/professional - paperbacks 11.71 15.81 16.05 16.98 18.70 + 10.1 - other bindings 28.35 43.97 44.17 45.95 47.89 + 4.2 - all bindings 20.67 28.56 28.74 29.73 31.54 + 6.1
Non-fiction - paperbacks 6.92 12.78 12.30 13.40 12.61 - 5.9 - other bindings 20.38 31.08 31.12 31.41 31.84 + 1.4 - all bindings 12.80 19.27 18.88 19.68 19.35 - 1.7
All titles - paperbacks 8.58 13.50 13.64 14.81 14.81 + 0.0 - other bindings 25.55 38.66 39.04 40.00 40.70 + 1.8 - all bindings 17.16 24.19 24.10 25.07 25.25 + 0.7
The average price of all fiction bindings in 1997 increased at a lower rate than for all paperbacks and for all other bindings. This is due to an increase in the number of paperback titles published in that year, compared to a decrease in the number of hardbacks: the change in the balance towards less expensive paperbacks brings the overall average price down. Source: J Whitaker & Sons, published in The Bookseller (various issues)
Perspectives of Public Library Use 2 269 8 : BOOK TRADE STATISTICS Academic book prices Periodical prices LISU publish data showing academic book prices by Detailed data showing average periodical prices subject area. Changes in these average prices are (British and overseas) are published annually shown in Table 8.2.3, which also shows indices of by Blackwell’s Periodical Division in The Library these prices, relative to the academic year 1984-85. Association Record. 1998 figures are shown in Table 8.2.4, together with data indicating the change in price compared to 1997, and the number of titles published in each category.
8.2.3 British academic book prices Trends in major categories - academic years from 1993-94 (N.B. Index: 1984/85 = 100)
Category 1993/94 1994/95 1995/96 1996/97 1997/98 Ave £ Index Ave £ Index Ave £ Index Ave £ Index Ave £ Index
Humanities 31.38 196 31.37 196 32.66 204 35.66 223 38.51 241 Social sciences 40.34 233 41.78 241 42.08 243 47.27 272 49.73 287 Applied Social Sciences 33.95 209 30.36 187 34.49 212 36.25 223 38.03 234 Biological Sciences 42.33 167 45.26 178 43.66 172 47.80 188 57.88 228 Listed Pure Science 47.85 161 50.90 171 54.28 183 59.00 198 54.58 184 Computer Science 29.31 155 35.23 186 41.10 217 34.10 180 40.23 213 Technology 60.69 203 56.45 189 58.83 197 63.00 211 66.72 223 Medicine 41.19 191 39.39 183 40.15 186 42.20 196 44.64 207 Total 35.76 194 35.35 192 36.51 198 39.22 212 40.92 222
Source: LISU (Library & Information Statistics Unit)
270 Perspectives of Public Library Use 2 8.2 Book prices
8.2.4 Annual periodical prices: by subject area Average price. % Price No. of 1998 (£) increase 1997-98 titles 1998 Accountancy 106 + 4 19 Architecture/Town Planning 233 + 4 34 Art 70 - 2 28 Classics/Archaeology 71 - 5 30 Commonwealth/Oriental/African Studies 104 + 8 19 Economics/Trade 216 + 2 62 Education/Child Psychology 200 + 17 70 English Language/Literature 54 + 2 38 Entertainment/Theatre/Film/Ballet 58 + 5 23 European Language/Literature 78 - 2 57 General/Popular 66 - 2 29 Geography 100 + 7 34 History 80 + 7 50 Law/Criminology 140 + 5 35 Librarianship/Documentation 228 + 14 37 Management 377 + 41 40 Music/Recording 52 + 4 19 Philosophy 78 + 5 27 Photography 65 + 2 5 Political Economy/Politics 98 + 8 38 Psychology 221 + 3 32 Religion/Theology 59 + 2 47 Sociology 121 + 6 49 Sports/Pastimes 46 - 1 19 Total Humanities/Social Sciences 134 + 9 841 Agriculture 220 + 12 46 Anthropology 190 + 4 16 Astronomy/Astrophysics 591 + 6 13 Biology 768 - * 32 Biophysics/Biochemistry 1317 - * 26 Botany 419 + 3 25 Chemistry 1277 + 1 66 Civil Engineering 257 + 5 26 Computers/Automation/Control 492 + 6 37 Electronics/Electrical Engineering/Aeronautics 538 + 7 73 Food/Soap/Cosmetic Industries 285 + 11 37 General Science 348 + 5 25 General Technology 577 + 3 33 Geology/Mineralogy/Geophysics/Meteorology 437 + 1 44 Glass/Ceramics 205 + 3 20 Heating/Lighting/Ventilating 74 - 2 13 Industrial/Engineering Chemistry 376 - * 22 Mathematics/Statistics 441 + 5 51 Mechanical Engineering 360 + 4 30 Metallurgy 281 + 6 36 Nuclear Science/Technology 1236 - 5 30 Petroleum/Fuel Technology 390 + 1 22 Physics 1276 + 1 58 Polymers/Paint/Rubber/Plastics 713 + 6 48 Printing/Paper Packaging 191 - 4 20 Production Engineering/Operational Research 277 + 8 28 Textiles/Leather/Dyeing 112 + 1 22 Transport 252 + 10 24 Zoology 333 + 5 40 Total Science/Technology 561 + 2 963 Dentistry/Opthalmology/Audiology 295 + 2 17 General Medicine 204 + 4 27 Neurology/Psychiatry 327 + 5 25 Pathology/Clinical Medicine 359 + 6 52 Public Health/Nursing/General Practice 160 + 9 26 Surgery/Anatomy/Physiology 610 + 8 20 Pharmacology 417 + 6 21 Veterinary Medicine 231 + 9 15 Total Medicine 325 + 6 203 TOTAL 358 + 4 2007
* = less than 0.5%. % change calculated before rounding. Source: Blackwell’s Periodicals Division 1998, published in the Library Association Record, May 1998 issue
Perspectives of Public Library Use 2 271 8 : BOOK TRADE STATISTICS 8.3 Book publishing Publishers’ sales Tables 8.3.1a and 8.3.1b show data for UK publishers sales, including exports, according to There are two main sources of data on publishers the two sources (1997 PRODCOM figures were not sales in the UK. The Publishers Association (PA) available at the time of publication). It is noticeable makes estimates of these based on its survey of that, despite the differences in product definition members, grossing up sales figures from responding used by the two sources, the overall rates of growth publishers (who account for c50% of industry in publishers’ sales are fairly similar, with the PA turnover). These are used to produce the market showing an increase of 7% in 1996 over 1995 and of size estimates at retail prices shown in Section 8.1. 23% in 1996 over 1993, compared to the 10% and 25% increases shown by PRODCOM. However, The government has also provided estimates of PRODCOM shows higher growth in UK publishers’ publisher sales based on returns from publishers home sales than the PA, which shows greater growth responding to its PRODCOM (Products of the in exports (not shown, but see also the following European Community) survey, since 1993 (before section on imports/exports). In 1997, the PA that, government figures for publisher sales were indicated that publisher sales had risen by 2%. presented in the Business Monitor series Printing and Publishing Books. The PRODCOM figures are Table 8.3.1c indicates net publisher sales to the UK not directly comparable with these). The PRODCOM market according to PRODCOM, by taking away data are based on information from publishers who exports of books and adding in imports into the UK account for c90% of industry turnover, making it a (equivalent data based on the PA survey are not more accurate portrayal of sales than the PA in terms available. Further information on exports/imports of its sample size. However, the PRODCOM survey follows). includes items within its definition of books which are not usually included in data on book publishing, such as leaflets, brochures, pamphlets, etc., so that it is not easy to distinguish exactly what data are being shown. This also means that the two sets of data are not directly comparable.
8.3.1a UK publishers’ sales (including exports): PA Value (£m) % Change (current prices) Profile (%) 1993 1994 1995 1996 1997 93-96 95-96 96-97 1997 Consumer 1,304 1,414 1,525 1,540 1,580 + 18 + 1 + 3 56 School/ELT 320 339 376 449 452 + 40 + 19 + 1 16 Academic/professional 645 659 709 803 806 + 24 + 13 + * 28 TOTAL 2,269 2,412 2,610 2,792 2,838 + 23 + 7 + 2 100
* = less than 0.5% Source: Book Trade Yearbook 1998 (Publishers Association, 1998)
272 Perspectives of Public Library Use 2 8.3 Book publishing
8.3.1b UK publishers’ sales (including exports): PRODCOM Value (£m) % Change Profile (%) 1993 1994 1995 1996 93-96 95-96 1996 1. Books, brochures, leaflets & pamphlets in single sheets 180 219 215 196 + 9 - 9 6 2. Other books, brochures & similar printed matter 2,211 2,399 2,509 2,815 + 27 + 12 87 Of which: - school books 220 243 233 249 + 13 + 7 8 - children’s books excl. picture 188 183 208 236 + 26 + 14 7 - fiction/literature/classics 722 691 772 904 + 25 + 17 28 - social sciences 331 453 363 441 + 33 + 21 14 - science & technology 263 280 317 209 - 20 - 34 6 - other books, booklets, etc ** 488 548 615 775 + 59 + 26 24 3. Children’s picture, drawing, colouring books 46 47 44 51 + 10 + 17 2 4. Dictionaries and encyclopedias (inc. serial instalments) 81 115 69 73 - 10 + 5 2 5. Maps/charts in book form, including atlases *** 45 44 58 60 + 33 + 3 2 6. Printed maps/charts including globes1 8 7 6 3 - 62 - 46 * 7. Music, printed or in manuscript 26 32 30 30 + 12 - * 1 8. Other 13 8 16 22 + 69 + 38 1 TOTAL 2,610 2,871 2,947 3,250 + 25 + 10 100
% changes calculated before rounding * = less than 0.5% ** = In full: Books, brochures, leaflets, pamphlets and similar printed matter, printed or published, INCLUDING telephone/ telex directories, reference books, international/professional directories, instructional leaflets; EXCLUDING single sheets, school books, children’s books, literature, social sciences, science/technology books, dictionaries and encyclopedias. *** = In full: Maps & hydrographic or similar charts in book form, printed or published, INCLUDING atlases, topographical plans, geographical/astronomical charts, geological surveys; EXCLUDING maps and plans in relief. 1 = In full: Printed maps & hydrographic or similar charts, printed or published, INCLUDING globes, topographical plans, geographical/astronomical charts, geological surveys; EXCLUDING - in book form - maps and plans in relief. Source: Publishing 1996 (Product Sales and Trade PRA85), based on the PRODCOM statistical enquiry (PRODucts of the European COMmunity). Crown Copyright 1998. Reproduced by permission of the Controller of HMSO and the Office for National Statistics.
8.3.1c Net supply to home market 1996 Total Exports Net supply Net supply manufacturers minus to home profile output £m imports £m market £m %
Total output 3,250 - 538 2,712 100 1. Books, brochures, leaflets & pamphlets in single sheets 196 - 63 133 5 2. Other books brochures & similar printed matter * 2,815 - 445 2,371 87 3. Children’s picture, drawing, colouring books 51 + 13 64 2 4. Directories & encyclopedias 73 - 24 49 2 5. Maps/charts in book form (incl. atlases)** 60 - 5 55 2 6. Printed maps/charts incl. globes** 3 - 10 - 7 0 7. Music, printed or in manuscript 30 - 6 24 1 8. Other 22 + 1 23 1 * Imports/exports of sub-divisions of this category not available ** Full category definition as for 3.7.1 Source: Publishing 1996 (Product Sales and Trade PRA85), based on PRODCOM statistical enquiry (PRODucts of the European COMmunity). Crown copyright 1998. Reproduced by permission of the Controller of HMSO and the Office for National Statistics (ONS).
Perspectives of Public Library Use 2 273 8 : BOOK TRADE STATISTICS Imports/exports matter’ and ‘dictionaries and encyclopedias’. The OTS figures also provide export/import data for the Tables 8.3.1a and 8.3.1b indicated total UK other PRODCOM categories, but Book Facts has publishers’ sales (including exports). Tables 8.3.2a-c always compared the largest three only. These show trends in these exports separated out. show a 1% decrease in exports in 1997, following an increase of 8% in 1996, with the 1997 decrease Table 8.3.2a shows that, according to the PA, exports fuelled by a drop in exports to EC countries rather of books fell by 5% overall in 1997, following growth than non-EC. Meanwhile, the OTS show a less than of 16% in 1996, and representing an increase of 1% decrease in imports of these book categories 37% over 1993. Exports of consumer books fell by overall in 1997, though with imports from EC 9% in 1997. The table also shows that nearly three- countries actually increasing (+12%). fifths of publisher sales of school/ELT books were exported, compared to just over a third of academic/ It should be noted that the two export series shown professional sales and a fifth of sales of consumer here differ not only in terms of what is included in books. each definition of books, but also because the OTS export data include books printed in the UK, but Tables 8.3.2b and 8.3.2c provide government data published elsewhere (its import data include books on exports and imports published in its Overseas published in the UK but printed elsewhere). Bearing Trade Statistics (OTS). These figures are based this in mind, the UK’s main book export and import on sales of the three largest PRODCOM categories trade partners are shown in Table 8.3.2d and in examined in the section above on ‘publishers’ sales’: Figs 8.3.2e and 8.3.2f. ‘books, brochures, leaflets & pamphlets in single sheets’, ‘other books, brochures & similar printed
8.3.2a UK publishers’ exports: PA Exports as % Value (£m) % Change Profile (%) of all sales 1993 1994 1995 1996 1997 1996-97 1993-97 1997 1997 Consumer 265 286 304 323 294 - 9 + 11 35 19 School/ELT 143 162 204 258 259 + * + 81 31 57 Academic/professional 208 209 251 302 292 - 3 + 40 35 36 TOTAL 616 656 759 883 844 - 5 + 37 100 30
* = less than 0.5% Source: Book Trade Yearbook 1998 (Publishers Association, 1998)
8.3.2b UK publishers’ exports: OTS Value (£m) % Change Profile (%) 1993 1994 1995 1996 1997 1996-97 1993-97 1997
Exports to EC 331 383 407 465 441 - 5 + 33 39 Exports to non-EC 541 573 649 678 691 + 2 + 28 61 TOTAL 872 956 1055 1143 1132 - 1 + 30 100
Based on sales of PRODCOM categories 1, 2 and 4 (see Section 2.3.1) Source: Overseas Trade Statistics, 1998. Crown Copyright 1998. Reproduced by permission of the Controller of HMSO and the Office for National Statistics.
8.3.2c UK publishers’ imports: OTS
Value (£m) % Change Profile (%) 1993 1994 1995 1996 1997 1996-97 1993-97 1997
Imports from EC 117 133 156 151 169 + 12 + 44 28 Imports from non-EC 386 406 475 461 440 - 5 + 14 72 TOTAL 503 539 631 612 610 - * + 21 100 Based on sales of PRODCOM categories 1, 2 and 4 (see Section 2.3.1) * = less than 0.5% Source: Overseas Trade Statistics, 1998. Crown Copyright 1998. Reproduced by permission of the Controller of HMSO and the Office for National Statistics. 274 Perspectives of Public Library Use 2 8.3 Book publishing Main UK book import countries 8.3.2d Main countries involved in export/ 8.3.2f import 1997 Total UK Total UK book exports book imports Others % % EC 13% 28% Total EC 39 United States 42 Singapore inc Germany 7 Total EC 28 5% Irish Republic 6 inc Italy 7 United States 15 Germany 5 Hong Kong Australia 7 Hong Kong 12 12% Others 39 Singapore 5 Others ???
Source: Overseas Trade Statistics 1998, analysed by Book Marketing Ltd. Crown copyright 1998. Reproduced by permission of the Controller of HMSO and the Office US for National Statistics (applies to Figs 8.3.2e&f as well as 42% this table).
8.3.2e Main UK book export countries Key business ratios Another indicator of the state of the book publishing industry is provided by ICC Business Publications who analyse publishers’ accounts data supplied to EC Companies House, and produce average business Others ratios for the industry. 39% 39% A selection of these are shown in Table 8.3.3, with each line of data based on three consecutive years information from an average of 102 publishing companies. The table shows that, on average, the publishers featured showed sales of £15.7m and
pre-tax profit of £1.4m in 1996-97, representing growth of 8% and 37% respectively over the previous year. It also indicates that the average number of Australia US 15% employees was 130. Pre-tax profit margin (profit 7% as a percentage of sales) was 8.8%, on average, in 1996-97, compared to 7.0% in 1995-96.
Perspectives of Public Library Use 2 275 8 : BOOK TRADE STATISTICS
Book publishers - key business ratios 8.3.3 (Based on three consecutive years information from an average of 102 companies)
1994-95 1995-96 1996-97 Profit as Percentage of: - Capital employed 24.3 23.8 28.3 - Assets 9.6 8.4 10.3 - Sales 8.2 7.0 8.8 Return on investment (%) 14.6 11.9 15.6 Ratio of Sales to: - Total assets 1.2 1.2 1.2 - Fixed assets 13.2 14.1 15.4 - Stock % 17.8 18.2 17.4 Gearing Ratios: - Equity gearing (capital and reserves to total liabilities) 38.2 37.7 36.6 - Income gearing (interest cover) 11.1 20.5 13.0 Current ratio (assets to liabilities) 1.4 1.3 1.3 Quick ratio (quick assets to liabilities) = ‘acid test’ 1.1 1.0 1.0 Per Employee: - Pay (£) 18,669 19,564 20,275 - Sales (£) 119,738 126,109 134,260 - Capital employed (£) 40,609 36,517 41,205 - Pay to sales (%) 15.6 15.5 15.1 Growth rates Sales: - Total (£000s) 13,242 14,515 15,722 - compound growth 1994-97 (%) - - 9 - % change 1996-97 over 1995-96 - - 8 - % change 1995-96 over 1994-95 - 10 - Pre-tax profit: - Total (£000s) 1,086 1,010 1,382 - compound growth 1994-97 (%) - - 13 - % change 1996-97 over 1995-96 - - 37 - % change 1995-96 over 1994-95 - - 7 - Asset growth: - Total (£000s) 11,298 12,071 13,423 - compound growth 1994-97 (%) - - 9 - % change 1996-97 over 1995-96 - - 11 - % change 1995-96 over 1994-95 - 7 - Number of employees: - Total (£000s) 123 128 130 - compound growth 1994-97 (%) - - 3 - % change 1996-97 over 1995-96 - - 2 - % change 1995-96 over 1994-95 - 5 -
Source: Business Ratio Plus : Book Publishers (ICC Business Publications, 1998)
Title output Whitaker publish data showing output in 138 categories, which BML has historically condensed Figures showing publishers’ title output are published into 48 categories in Book Facts, and trends in the in each year by J Whitaker & Son, in The Bookseller. output of these are shown in Table 8.3.4c. Of the larger categories (those with at least 1,000 titles Over the past ten years, the total number of new in 1997), growth was greatest in 1997 amongst titles published in the UK (including new editions, geography/atlases (+34%), with double-digit which comprised around a quarter of output in 1997) increases for law/public administration and political has almost doubled, though 1997 actually saw a science as well. There were double-digit decreases slight decrease. Trends in output going back to in output of chemistry/physics, school textbooks, 1947, when the series began, are illustrated by Table philosophy, computers hard/software, engineering 8.3.4a and Fig 8.3.4b. and natural science.
276 Perspectives of Public Library Use 2 8.3 Book publishing
Total number of titles published: UK 8.3.4a Of which Total: Index Year Total new editions (1981=100)
1947* 13,046 2,441 30.2 1975 35,608 8,361 82.6 1976 34,434 8,227 79.9 1977 36,322 8,638 84.3 1978 38,766 9,236 90.0 1979 41,940 9,086 97.3 1980 48,158 10,776 111.8 1981 43,083 9,387 100.0 1982 48,307 10,360 112.1 1983 51,071 12,091 118.5 1984 51,555 11,309 119.7 1985 52,994 11,740 123.0 1986** 52,508 12,444 121.9 1987** 54,461 13,226 126.4 1988** 56,402 13,310 130.9 1989** 62,240 15,333 144.5 1990** 64,632 16,023 150.0 1991** 67,704 17,629 157.1 1992** 78,835 19,729 183.0 1993** 82,322 20,804 191.1 1994** 88,718 21,236 205.9 1995** 95,064 22,918 220.7 1996** 101,504 23,258 235.6 1997** 100,029 24,810 232.2
* Year in which series started ** To eliminate titles published in previous year from inclusion in the next year (due to late notification by publishers), the Bookseller has changed method of calculation. On old basis, 1986 - 1997 totals would be somewhat higher than those shown above. Source: J Whitaker & Sons published inThe Bookseller (various issues)
8.3.4b Total number of titles published: UK
Total No. of titles published
New editons
Perspectives of Public Library Use 2 277 8 : BOOK TRADE STATISTICS
8.3.4c Total number of titles published in the UK Change Change Profile 1975 1981 1993 1994 1995 1996 1997 81-97 96-97 1997
Aeronautics 70 237 264 333 318 320 312 + 32 - 2 0.3 Agriculture/Gardening 327 451 611 559 530 527 585 + 30 - 1 0.6 Architecture 392 347 614 747 726 968 905 + 161 - 7 0.9 Art 1,322 1,383 1,616 1,663 2,084 2,154 2,213 + 60 + 3 2.2 Astronomy 89 120 188 223 216 224 218 + 82 - 3 0.2 Bibliography/Library - - 987 1,035 865 825 897 - + 9 0.9 Biography 1,211 1,243 2,727 2,939 3,197 3,292 3,164 + 155 - 4 3.2 Chemistry/Physics 971 682 1,609 1,531 1,568 1,542 1,219 + 79 - 21 1.2 Children’s 2,688 2,934 7,013 7,080 7,595 8,045 8,208 + 180 + 2 8.2 Cinema/Television 174 264 412 423 424 575 665 + 152 + 16 0.7 Commerce/Management 771 1,213 3,183 3,241 3,460 3,391 3,507 + 189 + 3 3.5 Computers hard/software - - 3,228 2,946 3,108 3,712 3,239 - - 13 3.2 Customs/Costume/Crafts 126 158 914 1,089 1,172 1,261 1,349 + 754 + 7 1.3 Domestic sci./Food/Drink 478 695 1,050 1,232 1,186 1,408 1,346 + 94 - 4 1.3 Economy 554 788 3,461 3,740 3,991 4,519 4,305 + 446 - 5 4.3 Education 1,036 1,040 1,667 1,948 2,079 2,170 2,055 + 98 - 5 2.1 Engineering 1,047 1,488 1,964 1,744 1,901 1,854 1,651 + 11 - 11 1.7 Entertainment 513 630 414 431 482 416 416 - 34 + 0 0.4 Fiction 4,198 4,747 8,013 8,748 8,654 9,209 8,965 + 89 - 3 9.0 Geography/Atlases 216 476 825 1,501 1,535 1,324 1,769 + 272 + 34 1.8 Geology/Meteorology 225 340 368 409 401 413 356 + 5 - 14 0.4 History 1,324 1,432 3,391 3,858 4,089 4,348 4,168 + 191 - 4 4.2 Humour 91 171 193 187 174 205 278 + 63 + 36 0.3 Industry 462 492 764 875 794 790 759 + 54 - 4 0.8 Language 312 657 1,209 1,220 1,562 1,497 1,562 + 138 + 4 1.6 Law/Public administration 1,062 1,399 2,139 2,270 2,248 2,804 3,261 + 133 + 16 3.3 Literature 907 1,151 2,259 2,646 2,966 3,107 2,884 + 150 - 7 2.9 Mathematics 539 726 1,202 1,195 1,094 1,084 957 + 32 - 12 1.0 Medical science 1,844 2,838 4,345 4,597 4,554 4,924 4,988 + 76 + 1 5.0 Military science 134 113 452 473 504 551 591 + 423 + 7 0.6 Music 297 365 671 714 794 850 899 + 146 + 6 0.9 Natural science 1,130 1,234 2,126 2,250 2,229 2,448 2,202 + 78 - 10 2.2 Occultism 240 251 413 511 502 557 569 + 127 + 2 0.6 Philosophy 289 431 1,094 1,103 1,243 1,418 1,203 + 179 - 15 1.2 Photography 144 237 331 352 454 447 497 + 110 + 11 0.5 Plays 203 256 547 724 782 850 796 + 211 - 6 0.8 Poetry 707 620 1,430 1,797 1,944 2,311 2,492 + 302 + 8 2.5 Political science 2,629 3,765 1,759 1,885 2,144 2,294 2,517 - 33 + 10 2.5 Psychology/Psychiatry 602 725 1,614 1,545 1,588 1,743 1,675 + 131 - 4 1.7 Religion/Theology 1,098 1,363 2,635 3,330 4,442 4,331 4,109 + 201 - 5 4.1 School textbooks 2,099 1,991 2,828 2,730 3,428 3,629 3,049 + 53 - 16 3.0 Science (general) 62 55 252 235 259 278 258 + 369 - 7 0.3 Social sciences/welfare 957 1,031 4,597 5,481 6,145 6,746 6,751 + 555 + 0 6.7 Sports/Outdoor games 586 511 1,392 1,447 1,491 1,651 1,802 + 253 + 9 1.8 Stock breeding 208 264 233 279 256 257 249 - 6 - 3 0.2 Transport 389 536 696 746 881 1,028 766 + 43 - 25 0.8 Travel 560 557 1,990 2,028 2,305 2,403 2,565 + 279 + 7 2.6 Others 216 677 679 678 700 804 838 + 50 + 4 0.8
TOTAL 35,608 43,083 82,322 88,718 95,064 101,504 100,029 + 132 - 1 100.0
(of which new books) - 33,696 61,518 67,482 72,146 78,246 75,219 + 123 - 4 75.2
Source: J Whitaker & Sons, published in The Bookseller (various issues)
278 Perspectives of Public Library Use 2 8.4 Bookselling
8.4 Bookselling Key business ratios wholesalers, library suppliers and other direct selling companies, as well as bookshops). The table Information about the state of bookselling in the shows that, on average, the booksellers featured UK is provided by ICC Business Publications in an showed sales of £11.9m and pre-tax profit of £0.4m analysis of booksellers’ accounts data supplied to in 1996-97, representing growth of 11% and 46% Companies House, similar to that for publishers (see respectively over the previous year. It also indicates section above on ‘key business ratios’). that the average number of employees was 130. Pre‑tax profit margin (profit as a percentage of sales) A selection of booksellers’ key business ratios are was 3.2%, on average, in 1996-97, compared to shown in Table 8.4.1, with each line of data based 2.4% in 1995-96. on three consecutive years information from an average of 95 bookselling companies (which include
Booksellers - key business ratios 8.4.1 (Based on three consecutive years information from an average of 95 companies)
1994-95 1995-96 1996-97 Profit as percentage of: - Capital employed 12.6 16.1 20.8 - Assets 3.9 5.0 6.7 - Sales 1.9 2.4 3.2 Return on investment % 9.2 11.9 16.2 Ratio of sales to: - Total assets 2.0 2.1 2.1 - Fixed assets 11.8 11.7 12.1 - Stock % 11.2 11.4 10.9 Gearing ratios: - Equity gearing (capital and reserves to total liabilities) 33.7 33.8 37.0 - Income gearing (interest cover) 19.7 16.9 12.5
Current ratio (assets to liabilities) 1.1 1.1 1.1 Quick ratio (quick assets to liabilities) = ‘acid test’ 0.8 0.7 0.8 Per employee: - Pay (£) 11,569 12,101 12,809 - Sales (£) 100,931 109,075 118,554 - Capital employed (%) 15,685 16,352 18,106 - Pay to sales (%) 11.5 11.1 10.8 Growth rates Sales: - Total (£000s) 9,578 10,727 11,907 - compound growth 1994-97 (%) - - 11 - % change 1996-97 over 1995-96 - - 11 - % change 1995-96 over 1994-95 - 12 - Pre-tax profit: - Total (£000s) 187 258 376 - compound growth 1994-97 (%) - - 42 - % change 1996-97 over 1995-96 - - 46 - % change 1995-96 over 1994-95 - 38 - Asset growth: - Total (£000s) 4,766 5,147 5,610 - compound growth 1994-97 (%) - - 9 - % change 1996-97 over 1995-96 - - 9 - % change 1995-96 over 1994-95 - 8 - Number of employees: - Total (£000s) 124 127 130 - compound growth 1994-97 (%) - - 3 - % change 1996-97 over 1995-96 - - 2 - % change 1995-96 over 1994-95 - 3 -
Source: Business Ratio Plus: Booksellers (ICC Business Publications, 1998)
Perspectives of Public Library Use 2 279 8 : BOOK TRADE STATISTICS Main bookselling chains
The relative size and performance of some of the by information on number of branches from the leading book retailers, based on the latest available Booksellers Association, is indicated in Table 8.4.2. published accounts data, and supplemented
8.4.2 Main bookselling chains: sales, profits, number of branches
Pretax Pretax No. of Increase in no. Year Sales % profit % profit branches of branches end (£m) increase (£m) increase margin % (1998) 1997-1998
WH Smith (books) 05/94 253 + 4 na na na ** 538 ** - 10 Waterstone’s 05/97 200 + 11 + 20.0 + 33 10.0 }*** 207 } *** + 23 Dillons 03/97 # 130 # + 8 na na na Blackwell Retail ## 08/97 46 + 2 + 0.5 + 27 1.1 67 + 3 Ottakars 01/98 39 + 62 + 2.2 + 79 5.7 49 + 8 Thins/Volume One 01/98 35 + * + 0.7 + 7 2.0 31 - 2 Books Etc 01/97 31 + 20 + 2.2 + 175 7.1 21 + 3 Hammicks 06/97 29 + 13 - 0.5 ### na 29 + 0 Heffers 03/97 21 - 4 + 0.5 + 15 2.4 8 + 2 John Smith 03/97 19 + 27 + 0.4 + 130 2.1 12 + 1 Flatman 03/97 16 + 14 + 0.5 + 32 3.4 29 + 0 Sussex Stationers 12/97 15 + 14 + 0.7 + 1 4.5 28 + 3 Foyles 12/97 12 - 4 + 1.4 + 17 11.3 1 + 0 1. Except where stated, figures include sales of stationery - most relevant to Heffers and Sussex Stationers 2. Except where indicated, figures do not take into account changes in ownership occurring in 1998 (WHSmith purchase of Menzies, HMV Media Group purchase of Waterstone’s and Dillons, Borders purchase of Books Etc and MEGA purchase of Hammicks) * = less than 0.5% na = not available # estimates ** includes Menzies: there were 10 fewer branches in 1998 than the sum of the 2 constituent parts in 1997 *** Waterstone’s and Dillons combined, which had 23 more branches than the sum of the 2 constituent parts in 1997 ## excludes Oxford stores (which add around £20m to sales) ### i.e. pretax loss decreased from £0.7m to £0.5m Source: The Bookseller, various issues/Booksellers Association
280 Perspectives of Public Library Use 2 8.5 Consumer book buying
8.5 Consumer book buying UK population terms of age (25-44s) are projected to decrease by 1.6%. The UK population - the potential customer base for books - stood at 58.8m in 1996, forecast to increase The UK population, segmented by age and sex, is to 60.0m by the year 2004 (+2.1%). Females, who shown in Table 8.5.1. buy more books than males, are set to increase by 1.5% over this period, while the heaviest buyers in
8.5.1 UK Population Forecasts 1991-1999 (millions) % 1996 2004 Actual Population Projections change profile profile 1996 1998 2000 (m) 2002 2004 1996-2004 % %
0-4 M 1.93 1.89 1.85 1.83 1.81 - 6.4 3.3 3.0 F 1.83 1.79 1.76 1.74 1.72 - 6.5 3.1 2.9 All 3.76 3.67 3.61 3.57 3.52 - 6.4 6.4 5.9 5-14 M 3.90 3.95 3.96 3.93 3.87 - 0.7 6.6 6.4 F 3.70 3.75 3.76 3.73 3.67 - 0.7 6.3 6.1 All 7.60 7.70 7.72 7.66 7.54 - 0.7 12.9 12.6 15-24 M 3.76 3.69 3.71 3.81 3.91 + 4.1 6.4 6.5 F 3.57 3.51 3.54 3.65 3.75 + 5.1 6.1 5.2 All 7.33 7.20 7.25 7.46 7.66 + 4.6 12.5 12.8 25-34 M 4.81 4.70 4.45 4.18 3.96 - 17.8 8.2 6.6 F 4.62 4.51 4.27 4.01 3.81 - 17.4 7.8 6.3 All 9.42 9.20 8.72 8.19 7.78 - 17.5 16.0 13.9 35-44 M 4.07 4.29 4.54 4.72 4.82 + 18.3 6.9 8.0 F 4.02 4.21 4.42 4.57 4.64 + 15.5 6.8 7.7 All 8.09 8.50 8.95 9.29 9.46 + 16.9 13.8 15.8 45-54 M 3.79 3.87 3.90 3.86 3.87 + 2.1 6.4 6.5 F 3.80 3.88 3.91 3.86 3.86 + 1.6 6.5 6.4 All 7.60 7.75 7.81 7.72 7.74 + 1.9 12.9 12.9 55-64 M 2.83 2.90 3.02 3.22 3.42 + 20.5 4.8 5.7 F 2.93 2.98 3.11 3.32 3.51 + 19.8 5.0 5.8 All 5.76 5.88 6.13 6.54 6.92 + 20.2 9.8 11.5 65+ M 3.77 3.81 3.85 3.91 3.99 + 5.8 6.4 6.6 F 5.48 5.46 5.42 5.42 5.43 - 1.1 9.3 9.0 All 9.25 9.27 9.28 9.33 9.42 + 1.8 15.7 15.7 Total M 28.86 29.09 29.28 29.47 29.64 + 2.7 49.1 49.4 F 29.95 30.09 30.19 30.29 30.39 + 1.5 50.9 50.6 All 58.80 59.17 59.47 59.76 60.03 + 2.1 100.0 100.0
M = Male, F = Female Source: Population Estimates Unit, OPCS, Government Actuary Department, Crown Copyright 1998. Reproduced by per- mission of the Controller of HMSO and of the Office for National Statistics
Perspectives of Public Library Use 2 281 8 : BOOK TRADE STATISTICS
8.5.2 The condition of the consumer (percentage change on previous year) Actuals Forecasts 1994 1995 1996 1997 1998 1999 2000 2001 2002
Real gross domestic product 4.5 2.8 2.6 3.1 2.2 1.5 2.6 3.0 3.5 Real personal disposable income 1.6 3.2 3.3 4.2 2.3 2.2 2.0 2.8 3.2 Real consumer spending 2.8 1.7 3.6 4.6 3.6 2.0 2.6 2.7 3.3 Retail prices 2.5 3.4 2.4 3.1 2.9 2.3 2.5 2.7 3.0 Unemployment - 9.1 - 12.2 - 8.3 - 24.2 - 13.8 + 12.5 - 0.6 - 5.1 - 4.7
Source: Consumer and Leisure Futures (Henley Centre, 1998)
The condition of the consumer Consumer expenditure on books in the UK (whether the books are classified as ‘consumer’ The general economic condition of consumers is or not by publishers), is monitored by the ONS indicated in Table 8.5.2, which shows, for example, on its Family Expenditure Survey, and published that between 1997 and 2002, real personal in its Consumer Trends series. According to disposable income and consumer spending are this, consumer expenditure on books stood at forecast to rise by an average of 2.5% and 2.8% per £1,805m in 1997, representing a 12% increase annum respectively, while retail prices are projected over 1996 at current prices, and an 8% increase in to rise by an average of 2.7% per annum. real terms (i.e. taking into account inflation). The growth in 1997 was in contrast to the previous Consumer expenditure three years, which had shown a steady decline in Section 8.1 showed that, in 1997, sales of consumer actual expenditure (though the decreases between books (as defined by publishers) were £1.93bn at 1993 and 1995 are in contrast to the slight upward retail prices. Not all consumer books are bought by trend in sales of consumer books shown in Table general consumers, of course, with some bought by 8.1.1a). These trends in consumer expenditure institutions, such as public libraries and schools. are shown in Table 8.5.3, where expenditure on books is compared to spending on newspapers and magazines, which have shown growth in expenditure Consumer expenditure on books, 8.5.3 newspapers & magazines, 1991 - 1997 at current prices in each between 1994 and 1997, but a decrease in expenditure in real terms. UK expenditure per annum of all households at constant (1995) & current prices (£ millions) Consumer book buying Books Newspapers BML has collected data on consumer book buying & magazines habits through its Books and the Consumer survey Constant Constant since 1989. Between 1989 and 1996 the survey Current (1995) Current (1995) involved interviews with a nationally representative prices prices prices prices sample of c1800 adults (aged 15+) in each year. The survey mainly looked at respondents’ book 1991 1,502 1,722 3,318 3,829 buying habits over the 12 months prior to interview, 1992 1,596 1,762 3,427 3,679 asking them to recall what types of books they had 1993 1,736 1,823 3,607 3,689 bought, what types of outlet they had used, etc.
1994 1,686 1,728 3,722 3,857 In each year, the full results of the survey were made 1995 1,631 1,631 3,787 3,787 available to subscribing companies only, though 1996 1,606 1,554 3,864 3,595 a summary of the main findings was published. 1997 1,805 1,680 3,970 3,566 Some of the key findings from the Books and the Consumer Summary Report 1997 (featuring results Source: Consumer Trends (Business Monitor MQ24, from the 1996 survey) are as follows: 1998). Crown Copyright 1998. Reproduced by permission of the Controller of HMSO and of the Office for National • c80% of adults had bought at least one book in Statistics. the previous 12 months • just over half of those buying books (42% of adults) had bought books for children
282 Perspectives of Public Library Use 2 8.5 Consumer book buying • nearly all who had bought books had bought sources (including named outlets), at what price (and them from shops, while a quarter (20% of adults) whether discounted), by and for whom (children as bought books by post well as adults).
• 8% of adults had bought books via network The new approach uses a nationally representative selling (books sold in the workplace, at a party panel of c7,000 households who record each plan or door-to-door) book purchased by each household member on a • the most popular source of book purchases - in monthly diary. The data collected in this way allows terms of the proportions using - was books and BML, and subscribers to the survey, to analyse the stationery stores (e.g. WHSmith, Menzies), used consumer book market in great detail. It shows, for by around two thirds of those buying books from example, market shares by genre, publisher, source shops at all, compared to just under half who and type of consumer, etc.; and cross‑analyses bought from bookshops selling all/mainly books, these data (publisher within source, demographics and c20% buying from supermarkets within genre, price within format, and so on). All data are available by both volume and value. • three quarters of book buyers (c60% of adults) bought general or practical reference books; while Once again, only subscribers to the survey have full a half of book buyers (c40% of adults) bought access to the results. However, a small amount of each of fiction and non-fiction information collected in 1997 was released by BML • the third of book buyers defined as ‘heavy buyers’ at its annual Books and the Consumer Conference, (those buying 16+ books a year), accounted for held in March 1998. Some of these data are 70% of all book purchases reproduced in the remainder of this section. • 62% of adults claimed to have ever bought As Fig 8.5.4a illustrates, 35% of all books bought by discounted books; half of adults claimed to have consumers in 1997 were bought for children (aged done so in the previous 12 months 16 or under), which accounted for 21% of consumer • a quarter of adults said they had bought a spoken expenditure. If these data are applied to the ONS’s word product in the previous 12 months (including figure of £1,805m for consumer expenditure on comedy and TV radio shows as well as ‘books books in 1997 (see section above on ‘consumer on tape or CD’). Twice as many had bought expenditure’), we can estimate that c£380m was children’s spoken word as had bought adult spent on books for children, and £1,425m was spent books on tape/CD. on books for adults in 1997. By applying the average price paid for books bought (£5.60), we can estimate In 1997, BML changed the methodology employed that c320m books were bought by consumers, of on Books and the Consumer, to allow it to collect far which 110m were bought for children and 210m were more detail on exactly what types of books (in terms bought for adults. of genre, format, publisher) are bought from which
8.5.4a Consumer book buying: books bought for adult and children 1997
35% 65%
21% 79%
Bought for children Bought for adults
Base: all consumer book purchases, 1997 Source: Books and the Consumer 1997 (Book Marketing Ltd, 1998)
Perspectives of Public Library Use 2 283 8 : BOOK TRADE STATISTICS
8.5.4b Consumer book buying: segmentation by main category 1997 Volume Value % million % £m
Fiction bought for adults 27 90 26 470 Non-fiction/reference bought for adults 38 120 53 955 All bought for adults 65 210 79 1,425 Fiction bought for children 21 65 12 215 Non-fiction/reference bought for children 14 45 9 165 All bought for children 35 110 21 380 All fiction 48 155 38 685 All non-fiction/reference 52 165 62 1,120 ALL BOOKS 100 320 100 1,805 Base: all consumer book purchases, 1997 Source: Books and the Consumer 1997 (Book Marketing Limited, 1998)
The basic split between books bought for adults workplace, party plan, through school, off-the-page) and children can be further broken down into fiction had a combined share of 18%. and non-fiction/reference purchases. Table 8.5.4b shows this segmentation, and indicates estimates of The demographics of book buying in 1997 are the volume and value of books that the percentage indicated in Table 8.5.4d, which shows how the shares equate to, based on the market size data market segments by sex, age, social grade and shown above. region of buyer, in terms of volume of books bought overall, as well as indicating how this varies for Fig 8.5.4c illustrates how the consumer book purchases made for adults and children. The market (books bought for children as well as adults) population of Britain is shown for comparison. segments by source of purchase. Bookshops (including large and small chains, and independent This indicates that females, who account for 52% and religious bookshops), accounted for 28% of of the population, bought 57% of books for adults, all consumer book purchases by volume in 1997, and 80% of those bought for children (65% overall) ahead of books and stationery stores (including WH in 1997. The 30% of the population aged 25-44 Smith and Menzies), with a 20% share of the market. accounted for 56% of all books bought for children, Supermarkets, chain stores (e.g. Woolworth’s) and while 8% of children’s books were bought by the bargain bookshops had a combined share of 19%, children themselves. ABC1 households (43% of while book clubs and ‘other direct sources’ (e.g. the population), accounted for 59% of books bought for children, and 68% of those bought for adults. Those living in London tended to be heavier buyers Consumer book buying: source of of books overall than those living elsewhere (20% of 8.5.4c purchase (volume) 1997 households; 26% of book purchases).
Other direct Other 4% 7% Though females accounted for a greater proportion of book purchases than males, nearly as many Book club books are bought for men and boys are as bought 11% Bookshop 28% for women and girls, as shown in Table 8.5.4e, which indicates the age and sex of the ‘main user/ reader’ of books bought in 1997. This also shows, Other shop for example, that 24% of books bought for children 11% (9% of all purchases) were made for children aged 5-7 years; 21% of books bought for adults (13% of all purchases) were made for those aged 45-54, and so on.
Supermarket/chain store/bargain Book/stationery 19% 20%
Base: all consumer book purchases, 1997 Source: Books and the Consumer 1997 (Book Marketing Limited, 1998)
284 Perspectives of Public Library Use 2 8.5 Consumer book buying
8.5.4d Consumer book buying: buyer demographics (volume) 1997 GB Proportion of books bought population At all For adults For children % % % % Sex of Buyer: Male 48 33 41 18 Female 52 65 57 80 Not stated - 2 2 2 Age of Buyer: 16 and under 21 3 * 8 17-24 12 4 4 2 25-34 16 23 18 31 35-44 14 21 18 25 45-54 13 18 22 11 55-64 10 15 17 11 65+ 14 14 17 9 Not stated - 2 2 2 Social Grade: AB 17 34 37 29 C1 26 31 31 30 C2 24 18 17 21 DE 33 17 15 20 TV Region: London 20 26 29 21 Southern 9 9 8 10 Wales/West/South West 11 10 9 12 East Anglia 6 7 7 8 Midlands 16 13 13 13 Yorkshire 10 10 9 11 North East 6 4 4 4 Lancashire 13 12 13 12 Scotland 10 9 9 8 TOTAL 100 100 100 100 * = less than 0.5% Base: all consumer book purchases, 1997 Source: Books and the Consumer 1997 (Book Marketing Limited, 1998)
8.5.4e Consumer book buying: user demographics (volume) 1997 GB Proportion of books bought population At all For adults For children % % % % Sex of Main User: Male 48 47 47 48 Female 52 52 52 52 Not stated - 1 1 1 Age of Main User: 0-2 4 6 - 18 3-4 3 7 - 21 5-7 4 9 - 24 8-10 4 6 - 17 11-14 5 5 - 14 15-16 2 2 - 4 17-24 12 4 7 - 25-34 16 12 18 - 35-44 14 12 19 - 45-54 13 13 21 - 55-64 10 11 16 - 65+ 14 12 18 - Not stated - 1 1 2 TOTAL 100 100 100 100 * = less than 0.5% Base: all consumer book purchases, 1997 Source: Books and the Consumer 1997 (Book Marketing Limited, 1998) Perspectives of Public Library Use 2 285 8 : BOOK TRADE STATISTICS
8.5.4f Consumer book buying: leading genres bought, in rank order (volume) 1997 Genres bought for men Genres bought for women 1. General fiction 1. General fiction 2. Sports/games 2. Romantic fiction 3. History/archaeology 3. Crime/mystery fiction 4. Sci-fi/fantasy 4. Cookery/food/drink 5. Road maps/atlases 5. Auto/biography 6. Auto/biography 6. Family/health/beauty 7. Adventure/thriller fiction 7. History/archaeology 8. Travel maps/atlases 8. Poetry/literary anthologies 9. Subject specific reference 9. Adventure/thriller fiction 10. Travel/accommodation guides 10. Travel/accommodation guides Genres bought for boys Genres bought for girls 1. General fiction 1. General fiction 2. Fiction picture books 2. Fiction picture books 3. Classic fiction/classic characters 3. Classic fiction/classic characters 4. Horror/ghost stories 4. Language/linguistics 5. Education/learning 5. Animals/pets 6. Science/nature 6. Animal stories 7. Language/linguistics 7. Horror/ghost stories 8. Activity books 8. Education/learning 9. Sci-fi/fantasy 9. Science/nature 10. Animals/pets 10. Activity books Books may be classified as more than one genre Base: all consumer book purchases, 1997 Source: Books and the Consumer 1997 (Book Marketing Limited, 1998)
While the proportion of books bought for males and Indeed, despite increasing competition for females matches the population as a whole, the consumers’ leisure time over the last 20 years (e.g. types of books bought for them (whether bought by from TV, video, computer games, multimedia, etc), themselves or by others) varies. Table 8.5.4f shows the proportion of adults reading books in the four the leading genres bought for men, women, boys weeks prior to interview increased from 54% in 1977 and girls, by volume in 1997. In the top ten genres to 65% in 1996, according to the GHS. Of the other bought for men and women, five were common to leisure activities shown in Table 8.5.5, there have both genders (general fiction, history/archaeology, also been increases in the proportions listening to auto/biography, adventure/thriller fiction and travel/ records/tapes, gardening, doing DIY and visiting/ accommodation guides). Of the other genres, men entertaining since 1980, while dressmaking etc is were bought sport/games, road and travel maps/ the only activity to show a decline. The proportions atlases, sci-fi/fantasy and subject specific reference, watching TV and listening to the radio have stayed whereas women were bought romantic and crime/ roughly the same over the period. mystery fiction, cookery/food/drink, family/health/ beauty, and poetry/literary anthologies. Reading in the context of other 8.5.5 leisure activities The genres bought for children show fewer Participation in selected leisure activities in previous four differences, with nine out of the top ten common to weeks (1977-96). girls and boys and the top three identical in each case. Books on animals/pets, animal stories and Leisure 1977 1980 1983 1986 1987 1990 1993 1996 language/linguistics books were relatively more activities % % % % % % % % important to girls, however, while horror/ghost Reading Books 54 57 56 59 60 62 65 65 stories, science/nature and sci-fi/fantasy were Watching TV 97 98 98 98 99 99 99 99 relatively more important to boys. Visiting/entertaining 91 91 92 94 95 96 96 96 Listening to radio 87 88 87 86 88 89 89 88 Records/tapes 62 64 63 67 73 76 77 78 Reading in the context of other leisure Gardening 42 43 44 43 46 48 48 48 DIY 35 37 36 39 43 43 42 42 Table 8.5.3 showed trends in consumer expenditure Dressmaking etc. 29 28 27 27 27 23 22 22 on books (see also Section 8.1). In contrast to these Source: Living in Britain 1996 - GHS, ONS, 1998. Repro- expenditure figures, which showed a decline in this duced by permission of the Controller of HMSO and of the expenditure in real terms between 1993 and 1996, ONS. figures from the government’s General Household (Continuous monitoring of adults over 16 years : 1996 Survey (GHS) show that the proportion of adults survey = 15,697 interviews). reading books was upheld over the same period (Table 8.5.5). 286 Perspectives of Public Library Use 2 8.6 Bestsellers
8.6 Bestsellers, fastsellers and prizewinners Bestsellers on sales figures collected by Bookwatch Ltd from Table 8.6.2a gives an indication of current interests a nationwide panel of bookshops who contribute among the book buying population by showing the towards the weekly bestseller lists published by bestselling books of 1997. The data are based Bookwatch Ltd in the Sunday Times. The Highway Code, The Bible, dictionaries and atlases are excluded from the lists. 8.6.1 Bestsellers of 1997 Title Author Publisher/Imprint Estimated national sales Hardback non-fiction 1 Full Circle Michael Palin BBC 378,784 2 Diana: Her True Story Andrew Morton O’Mara 321,748 3 A Walk In The Woods Bill Bryson Doubleday 222,980 4 My Autobiography Dickie Bird Hodder 184,528 5 The Guinness Book Of Records - Guinness 134,234 6 Longitude Dava Sobel 4th Estate 128,195 7 Diana, Princess of Wales: A Tribute Tim Graham Weidenfield 94,173 8 My Autobiography Kevin Keegan Little, Brown 75,339 9 Moab Is My Washpot Stephen Fry Hutchinson 69,850 10 Two Fat Ladies Ride Again J Paterson et al Ebury 64,356 Paperback non-fiction 1 Delia Smith’s Red Nose Collection Delia Smith New Crane Publishing 538,501 2 Notes From A Small Island Bill Bryson Black Swan 465,433 3 The Little Book Of Calm Paul Wilson Penguin 323,774 4 Angela’s Ashes Frank McCourt Flamingo 243,926 5 Men Are From Mars, Women/Venus John Gray Thorsons 202,299 6 Fever Pitch Nick Hornby Indigo 161,089 7 Official Theory Test: Cars & Motorcycles DSA TSO 147,987 8 Nation’s Favourite Poems - BBC 121,298 9 The Art Book - Phaidon 104,794 10 The Lost Continent Bill Bryson Abacus 103,398 Hardback fiction 1 Jingo Terry Pratchett Gollancz 123,765 2 The God Of Small Things Arundhati Roy Flamingo 114,812 3 10-LB Penalty Dick Francis Michael Joseph 105,768 4 Unnatural Exposure Patricia D Cornwell Little, Brown 102,577 5 Remote Control Andy McNab Bantam Press 100,408 6 Birds of Prey Wilbur Smith Macmillan 87,807 7 The Partner John Grisham Century 78,576 8 A Certain Justice P D James Faber 77,550 9 Road Rage Ruth Rendell Hutchinson 45,043 10 Excalibur Bernard Cornwell Michael Joseph 43,244 Paperback fiction 1 Bridget Jones’s Diary Helen Fielding Picador 611,241 2 Evening Class Maeve Binchy Orion 242,867 3 High Fidelity Nick Hornby Indigo 230,989 4 The Runaway Jury John Grisham Arrow 222,801 5 The Upstart Catherine Cookson Corgi 215,012 6 Captain Corelli’s Mandolin Louis de Bernieres Minerva 210,086 7 Appassionata Jilly Cooper Corgi 192,797 8 The Woman Who Walked Into Doors Roddy Doyle Minerva 184.747 9 Cause of Death Patricia D Cornwell Warner 172,769 10 Hogfather Terry Pratchett Corgi 163,881 Children’s 1 The Beano Book 1998 - D C Thomson 122,944 2 Teletubbies: The Flying Toast - BBC 84,486 3 Teletubbies: Annual 1998 - World International 70,337 4 Teletubbies: Laa Laa’s Ball - BBC 70,314 5 Teletubbies: The Magic Flag - BBC 63,001 6 Teletubbies: Tinky Winky’s Bag - BBC 60,689 7 Goosebumps: The Headless Ghost R L Stine Scholastic 60,546 8 Matilda Roald Dahl Puffin 53,261 9 Goosebumps Flashing Special R L Stine Scholastic 51,963 10 Teletubbies: Hide and Seek - BBC 45,029 Source: BookWatch Ltd 1998 (from sales figures provided by the nationwide panel of bookshops who contributed to the weekly bestseller lists published in The Sunday Times in 1997): The Highway Code, The Bible, dictionaries and atlases are excluded. Perspectives of Public Library Use 2 287 8 : BOOK TRADE STATISTICS Fastsellers a quarter of overall sales, while the top 25 titles have accounted for around a half of sales. A further indication of tastes in book purchasing is provided by Alex Hamilton who annually produces a Each title in the list is classified by genre, and by detailed list of the top 100 paperbacks which have analysing these it is possible to get an indication of sold most copies in the previous calendar year changes in the popularity of different genres. (published in The Guardian and The Bookseller). Table 8.6.2c provides a comparison of the fastselling These are defined as ‘fastsellers’ rather than genres in 1997 and 1996. Thriller/crime/suspense ‘bestsellers’, since the sales considered ignore all led the way in terms of number of titles in the top those in previous years, and of course, embrace 100, and the proportion of sales, in both years. a shorter period than twelve months for books Sagas replaced novels in second place in 1997, published during the course of the year. and together these three genres accounted for 81 of the top 100 in 1997 (compared to 52 in 1996). BML has been analysing these fastseller lists since The genres losing out to these in 1997 were action/ 1981, and the tables in this section provide some of adventure, fantasy/SF/X-files and romance. these analysis. The fastseller list also provides an indication of Table 8.6.2a shows trends in overall volume sales changes in average prices for paperback books (see (including exports) of the top 100 fastsellers between also Section 8.2). Table 8.6.2d shows the average 1981 and 1997. This indicates a steady increase in these, and also highlights a decrease in the cover price of the top 100 since 1981, with indices to proportion of these sales taken by exports. The show actual and real changes in this. This average exceptional total sales figure in 1996 reflects the fact price quadrupled between 1981 and 1997 (current that the leading fastseller in that year was Stephen price index), and doubled in real terms (constant King’s The Green Mile, which in fact consisted price index: i.e. taking into account overall changes of a book in six parts, with each volume sold as in RPI). These average price changes reflect the a separate volume, but considered as a single move from £4.99 and £5.99 price points for mass fastseller in the top 100 in that year. market paperbacks prior to 1996, to £5.99 and £6.99 from 1996 onwards, which is indicated in Table 8.6.2b shows that, in each year, the top 10 Tables 8.6.2e-8.6.2g. titles in the fastseller list have accounted for just over
8.6.2a Total sales data (top 100 fast-sellers) 1981 1993 1994 1995 1996 1997 Total sales (000s) 23,745 24,476 24,944 25,745 30,013 26,370 Home sales (%) 66.3 67.5 71.9 68.1 69.5 69.7 Export (%) 33.7 32.5 28.1 31.9 30.5 30.3
Source: Alex Hamilton’s Top 100 Fastselling Paperbacks, published in The Guardian. This also applies to Tables 8.6.2b & c.
8.6.2b Sales by popularity (top 100 fast-sellers) 1981 1993 1994 1995 1996 1997 % % % % % %
Top 10 titles 24 26 29 27 30 27 Titles 11 - 25 24 24 22 23 23 22 Titles 26 - 50 25 24 23 24 23 23 Titles 51 - 100 27 26 26 26 24 28
288 Perspectives of Public Library Use 2 8.6 Bestsellers
8.6.2c Types of book in 1997 (top 100 fast-sellers) 1996 in brackets Type of book ** Proportion Average sales Percentage of of titles (000s) total sales 1997 (1996) 1997 (1996) 1997 (1996) Novel 17 (14) 259 (258) 17 (12) Thriller/Crime/Suspense 35 (28) 267 (290) 35 (27) Saga 29 (10) 283 (250) 31 (8) Action/adventure - (6) - (421) - (8) Auto/biography - (1) - (375) - (1) Humour 2 (3) 163 (219) 1 (2) Fantasy/SF/X-files 5 (11) 226 (183) 4 (7) Gardening - (1) - (126) - (*) Cookery - (2) - (185) - (1) Horror 4 (2) 277 (1,356) 4 (9) Juvenile 2 (1) 120 (697) 1 (2) Romance - (9) - (354) - (11) Handbook - (2) - (561) - (4) Stories 1 (3) 127 (181) * (2) Memoirs 2 (-) 438 (-) 3 (-) Other 3 (7) 199 (205) 2 (5) TOTAL 100 (100) 264 (300) 100 (100) * = less than 0.5% ** Definitions as used by Alex Hamilton in The Guardian
Average prices Number of fast-selling titles sold by 8.6.2d (Top 100 fast-sellers) 8.6.2e Price Point: 1994 - 1997 (top 100 fast-sellers) Index (Current) (Constant) Retail price 1994 1995 1996 1997 1981 £1.52 100 100 Under £4 7 - 4 2 1982 £1.74 114 105 £4.00 to £4.99 40 41 5 2 1983 £1.87 123 108 £5.00 to £5.99 44 44 61 68 1984 £2.10 138 116 £6 plus 9 15 30 28 1985 £2.41 158 125 1986 £2.75 181 138 1987 £3.09 203 152 1988 £3.76 247 177 Average sales per book at this Price 1989 £3.88 255 169 8.6.2f Point 1994 - 1997 (000s) (top 100 1990 £4.25 279 169 fast-sellers) 1991 £5.03 330 189 Retail price 1994 1995 1996 1997 1992 £5.30 348 192 1993 £5.24 345 187 Under £4 134 - 821 120 1994 £5.75 378 201 £4.00 - £4.99 200 243 187 252 1995 £5.87 386 198 £5.00 - £5.99 311 292 295 250 1996 £5.96 392 196 £6 plus 257 194 259 309 1997 £6.44 424 206
Percentage of all sales in this 8.6.2g category: 1994 - 1997 (top 100 fast-sellers) Retail price 1994 1995 1996 1997 % % % % Under £4 4 - 11 1 £4.00 - £4.99 32 39 3 2 £5.00 - £5.99 55 50 60 64 £6 plus 9 11 26 33
Perspectives of Public Library Use 2 289 8 : BOOK TRADE STATISTICS Just as the fastsellers can be used to indicate the publishers - Random House, Transworld, Hodder performance of different genres (Table 8.6.2c), they Headline, HarperCollins and Macmillan - accounted can also be used to show the position of imprints for 77 of the top 100 titles in 1997. and publishers. Table 8.6.2h indicates the number of The top three fastsellers since 1987 are shown in titles and the proportion of sales taken by the leading Table 8.6.2i. Perhaps most notably, John Grisham paperback imprints in 1997 and 1996. HarperCollins has had a top-three fastseller in each of the last had the most (13) titles in the top 100 in 1997, ahead five years, seemingly usurping Wilbur Smith as of Corgi (12). The Corgi titles sold more copies the leading fastselling author, since the latter had on average, however, so that this imprint took the top‑three appearances in five of the six years prior to largest share of total fastseller sales in 1997 (as in 1996). Amalgamating the imprints together, five 1993. 8.6.2h Fast-selling paperbacks (publishers) (top 100 fast-sellers) Publisher/imprint Proportion Average sales Percentage of of titles (000s) total sales 1997 (1996) 1997 (1996) 1997 % (1996) HarperCollins 13 (10) 260 (258) 13 (9) Corgi 12 (10) 401 (465) 18 (16) Arrow 11 (9) 256 (367) 11 (11) Pan 8 (9) 269 (338) 8 (10) Penguin 5 (6) 171 (559) 3 (11) Headline 5 (5) 222 (202) 4 (3) Mandarin 3 (1) 189 (148) 2 (*) Orion 4 (2) 428 (246) 6 (2) Warner 5 (6) 239 (224) 5 (4) Bantam 5 (3) 172 (212) 3 (2) Pocket books 4 (-) 203 (-) 3 (-) Coronet 5 (8) 178 (231) 3 (6) Picador 3 (-) 405 (-) 5 (-) Others 17 (31) 234 (245) 16 (26) TOTAL 100 (100) 264 (300) 100 (100)
8.6.2i Fast-seller list - top three 1987-97 (top 100 fast-sellers) Year Title Author UK sales Total 1987 Matter of Honour...... Jeffrey Archer...... 784,784...... 1,368,007 Hollywood Husbands...... Jackie Collins...... 597,654...... 1,000,154 Power of the Sword...... Wilbur Smith...... 407,476...... 901,465 1988 Rage...... Wilbur Smith...... 494,623...... 974,796 The Parson’s Daughter...... Catherine Cookson...... 621,511...... 814,149 Windmill of the Gods...... Sidney Sheldon...... 339,691...... 651,520 1989 A Twist in the Tale...... Jeffrey Archer...... 572,841...... 1,010,589 To Be the Best...... B Taylor Bradford...... 586,521...... 837,896 Complete...Thigh Diet...... Rosemary Conley...... 669,085...... 816,140 1990 The Negotiator...... Fredrick Forsyth...... 553,380...... 1,049,538 A Time to Die...... Wilbur Smith...... 396,050...... 949,571 The Black Candle...... Catherine Cookson...... 429,807...... 588,901 1991 Golden Fox...... Wilbur Smith...... 347,599...... 849,325 The Women in his Life...... B Taylor Bradford...... 486,423...... 751,401 The Wingless Bird...... Catherine Cookson...... 447,209...... 632,590 1992 Polo...... Jilly Cooper...... 597,562...... 801,850 As the Crow Flies...... Jeffrey Archer...... 515,867...... 757,851 Elephant Song...... Wilbur Smith...... 392,013...... 755,170 1993 Jurassic Park...... Michael Crichton...... 769,981...... 1,018,642 Wild Swans...... Jung Chang...... 529,068...... 942,925 The Firm...... John Grisham...... 438,044...... 650,965 1994 The Client...... John Grisham...... 722,159...... 1,165,700 Schindler’s List...... Thomas Keneally...... 601,308...... 873,716 Bravo Two-Zero...... Andy McNab...... 715,406...... 849,001 1995 The Chamber...... John Grisham...... 760,495...... 1,130,533 The Glass Lake...... Maeve Binchy...... 683,270...... 979,405 The Fist of God...... Frederick Forsyth...... 424,372...... 767,399 1996 The Green Mile (six parts)...... Stephen King...... 1,308,084...... 2,242,339 The Rainmaker...... John Grisham...... 616,964...... 1,026,553 The Horse Whisperer...... Nicholas Evans...... 555,095...... 909,612 1997 The Runaway Jury...... John Grisham...... 670,810...... 1,015,256 The Evening Class...... Maeve Binchy...... 702,211...... 1,002,676 Angela’s Ashes...... Frank McCourt...... 383,046...... 723,559
290 Perspectives of Public Library Use 2 8.6 Bestsellers Prizewinners amalgamated, Penguin was the most successful publisher, with nine of these prizes, ahead of Some of the main literary prizewinners in 1997 are Random House, with seven. listed in Table 8.6.3a. On the basis of this listing, Cape and Faber had the most successful years, Table 8.6.3b indicates Booker Prize winners since taking five prizes each, ahead of Bloomsbury and 1980, and also shows hardback publishers and Hamish Hamilton (four each). When imprints are estimates of hardback sales of these.
8.6.3a Literary prizewinners 1997 Award Title/author Publisher/imprint Aristeion: The Butchers Boy - Patrick McCabe Rotbuch Verlag (trans. into German by Christian Oeser) BA/The Bookseller Author of the Year: Behind the Scenes at the Museum - Kate Atkinson Black Swan Booker: The God of Small Things - Arundhati Roy Flamingo BP Natural World: The Killing of the Countryside - Graham Harvey Cape British Book Awards: - Author of the Year Bill Bryson - - Book of the Year Longitude - Dava Sobel Fourth Estate - Publisher of the Year - Fourth Estate Carnegie: Junk - Melvin Burgess Andersen - Kate Greenaway The Baby Who Wouldn’t Go to Bed - Helen Cooper Doubleday Commonwealth Writers: Salt - Earl Lovelace Faber - First Work Fall on Your Knees - Ann-Marie MacDonald Cape Crime Writers’ Association: - Gold Dagger Black and Blue - Ian Rankin Orion - Macallan Silver Dagger Three to Get Deadly -Janet Evanovich Penguin - Macallan Gold Dagger for Non-fiction The Jigsaw Man - Paul Britton Bantam - Macallan Short Story Dagger On The Psychiatrist’s Couch - Reginald Hill Severn House David Higham: A Scientific Romance - Ronald Wright Anchor Diagram: The Joy of Sex: Pocket Edition Mitchell Beazley Encore: Like Plastic - David Flusfeder Cape Forward: - Best Collection The Marble Fly - Jamie McKendrick OUP - First Collection A Painted Field - Robin Robertson Picador Guardian: Fugitive Pieces - Anne Michaels Bloomsbury IMPAC Dublin: A Heart So White - Javier Marias Harvill James Tait Black Memorial: - Fiction Ingenious Pain - Andrew Miller Sceptre - Biography W B Yeats: A Life (vol. 1) - Roy Foster OUP John Creasey: Body Politic - Paul Johnston Hodder Kurt Maschler: Lady Muck - William Mayne/Jonathan Heale Heinemann Mail on Sunday/John Llewellyn Rhys: Heading Inland - Nicola Barker Faber MCA: Reinventing Influence - Mary Bragg Pitman NCR: A People’s Tragedy - Orlando Figes Cape Nobel: Dario Fo Orange: Fugitive Pieces - Anne Michaels Bloomsbury PEN: - J R Ackerley The Scent of Dried Roses - Tim Lott Viking - Silver Pen (Fiction) The Lady With the Laptop - Clive Sinclair Picador - Silver Pen (Non-fiction) The Kiss - Hugo Vickers Hamish Hamilton - Gold Pen Dame Iris Murdoch - Rhône-Poulenc Science Book: The Wisdom of the Bones - Alan Walker/Pat Shipman Weidenfield - Junior Blood, Bones & Body Bits/Ugly Bugs Hippo - Nick Arnold/Tony de Saulles
RNA: The Hours of the Night - Sue Gee Century Saga: Bernard & the Cloth Monkey - Judith Edwards Flamingo
Perspectives of Public Library Use 2 291 8 : BOOK TRADE STATISTICS
8.6.3a Literary prizewinners 1997 (cont.) Award Title/author Publisher/imprint Smarties: - Under 5 Ginger - Charlotte Voake Walker - 6-8 The Owl Tree - Jenny Nimmo/Anthony Lewis Walker - 9-11 Harry Potter & the Philosopher’s Stone - J K Rowling Bloomsbury Society of Authors: - Betty Trask The Beach - Alex Garland Penguin Poker Face - Josie Barnard Virago Beach Boy - Ardashir Vakil Hamish Hamilton Some Kind of Black - Diran Adebayo Virago - Somerset Maugham The Testimony of Taliesin Jones - Rhidian Brook Flamingo Slattern - Kate Clanchy Chatto Kitchen Venom - Philip Hensher Hamish Hamilton I May Be Some Time - Francis Spufford Faber - Eric Gregory Matthew Clegg, Sarah Corbett, Polly Clark, Tim Kendal, Graham Nelson, Matthew Welton - McKitterick Hallucinating Foucault - Patricia Duncker Serpent’s Tail - Sagittarius London Lovers - Barbara Hardy Peter Owen - Travelling Scholarships William Palmer, Jo Shapcott, James Simmons - Cholmondeley Alison Brackenbury, Gillian Clarke, Tony Curtis, Anne Stevenson Stakis Scottish Writer of the Year: Oldeachadh Ceart agus dain eile/A Proper Schooling and Other Poems - Aonghas MacNeacail Polygon Thomas Cook: Clear Waters Rising - Thomas Crane Penguin T S Eliot: God’s Gift to Women - Don Paterson Faber Whitbread: - Book of the Year/Poetry Tales From Ovid - Ted Hughes Faber - Children’s Book of the Year Aquila - Andrew Norriss Hamish Hamilton/Puffin - Novel Quarantine - Jim Crace Viking - First Novel The Ventriloquist’s Tale - Pauline Meliville Bloomsbury - Biography Victor Hugo - Graham Robb Picador W H Smith: A People’s Tragedy - Orlando Figes Cape - Thumping Good Read Absolute Power - David Baldacci Simon & Schuster William Hill Sports Book of the Year: A Lot of Hard Yakka - Simon Hughes Headline Women in Publishing: - Pandora Fay Weldon - - New Venture Sue O’Sullivan - Source: The Bookseller 19/26 December 1997, and various issues
8.6.3b Booker prize winners since 1980 Author Title Hardback publisher Hardback sales* 1980 William Golding Rites of Passage Faber & Faber 54,090 1981 Salman Rushdie Midnight’s Children Jonathan Cape **38,000 1982 Thomas Keneally Schindler’s Ark Hodder & Stoughton 79,728 1983 J M Coetzee Life and Times of Michael K Secker & Warburg 45,000 1984 Anita Brookner Hotel du Lac Jonathan Cape **78,000 1985 Keri Hulme The Bone People Hodder & Stoughton 26,017 1986 Kingsley Amis The Old Devils Hutchinson **68,000 1987 Penelope Lively Moon Tiger Andre Deutsch 60,000 1988 Peter Carey Oscar and Lucinda Faber & Faber 58,990 1989 Kazuo Ishiguro Remains of the Day Faber & Faber 64,989 1990 A S Byatt Possession Chatto & Windus **56,600 1991 Ben Okri The Famished Road Jonathan Cape **35,100 1992 Michael Ondaatji The English Patient Bloomsbury 51,000 Barry Unsworth Sacred Hunger Hamish Hamilton 14,500 1993 Roddy Doyle Paddy Clarke Ha Ha Ha Secker & Warburg 234,318 1994 James Kelman How Late it Was, How Late Secker & Warburg 22,916 1995 Pat Barker The Ghost Road Viking **70,000 1996 Graham Swift Last Orders Picador **67,000 1997 Arundhati Roy The God of Small Things Flamingo #150,000
* Sales as of September 1995, except The Ghost Road (sales as of October 1996), Last Orders (July 1997), The God of Small Things (August 1998). Sales include book club sales and sales outside UK (except ** = excludes book club sales and # = UK sales only) Source: Book Marketing Limited (sales figure provided by relevant publishers) 292 Perspectives of Public Library Use 2 Bibliography
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Milner, E. Kinnell, M. and Usherwood, B. 1997. Quality management and public library services. In: Brockman, J. (Ed). Quality management and benchmarking in the information sector. London: Bowker Saur.
Pfeffer, N, and Coote, A, 1991. Is quality good for you? London: Institute of Public Policy Research.
Dissertations Barron, E, 1996. MA dissertation: User consultation: an evaluation of the different methods used by public library services to give users real choice and influence over the shaping of their services. Loughborough University, Department of Information Science.
Givan, A, 1996. MSc dissertation: A user survey of Paisley Reference and Local Studies Library. University of Strathclyde, Department of Information Science.
Golder, P, 1996. MSc dissertation: Perceptions of the public library: a study of the impact on recruitment. University of Sheffield, Department of Information Studies.
Hall, S, 1997. MA dissertation: Managing absenteeism: correlations between absenteeism, job satisfaction, and stress in all grades of LIS staff within a single authority. University of Sheffield, Department of Information Studies.
Lumb, C I, 1998. MA dissertation: Practical stock management and stock rotation on mobile libraries: case studies in six English authorities. Loughborough University, Department of Information Science.
Mansfield, S, 1997. MSc dissertation: Access to legal information in public libraries. University of Strathclyde, Department of Information Science.
Matchett, S, 1997. MA dissertation: A study of the provision and usage of periodicals in public libraries, using six libraries in the Midlands as case studies. Loughborough University, Department of Information Science.
Nicholson, M S, 1998. MA dissertation: The impact of the opening of a new university on a public library service in Lincoln. Loughborough University, Department of Information Science.
Reuben, J, 1998. MA dissertation: The use, acquisition and cost-effectiveness of paperbacks in public libraries. Loughborough University, Department of Information Science. To be published by LISU, Spring 1999.
Reilly, R A, 1997. MA dissertation: The impact of Sheffield public library closures on young children. University of Sheffield, Department of Information Studies.
Sisson, F, 1997. MA dissertation: Children’s library design: does the location of the children’s department in relation to the main adult library affect the interaction between the child and the library? University of Sheffield, Department of Information Studies.
Statistics Book Marketing Ltd, 1998. Book facts: an annual compendium. 9th ed. ISBN 1 873517 46 7, London : Book Marketing Ltd.
Chartered Institute of Public Finance and Accountancy, 1998. Public library statistics 1997-98: Actuals. ISSN 0260 4078, London: CIPFA.
Creaser, C, and Scott, J, 1998. LISU annual library statistics 1998, featuring trend analysis of UK public and academic libraries 1987-97. ISBN 1 901786 10 2, Loughborough: LISU.
296 Perspectives of Public Library Use 2 Index
Index
A Bookseller All Titles Index 268 Absenteeism 258-261 Booksellers Academic libraries and Net Book Agreement 201-202 and public library use 75, 250-253 business ratios 279 Academic/Professional books published 266-267 chains 280, 284 Acquisitions Bookstock audio-visual 7-9 fiction 167-172 books 7-9 international comparisons 10 mobiles 187 large print 63 of new titles 62 management 48-49, 150-151, 182-187 related to use 108-112 minority languages 63 Active borrowers 60-61 mobiles 182-187 Archives non-fiction 161-166 and libraries 121 paperbacks 176-181 digitisation 131 range available 58, 62 Asian library users 84-93 related to use 108-112 Aslib Bookwatch Ltd 287 Review of public library service 33-45 Borrowing. See also Issues Audio-visual active borrowers 60-61 borrowing 18-20, 36 Asian users 84-93 expenditure 4-6 books per visit 53, 55 income 65-66 by social grade 18, 22-23 management 152-160 by students 252 satisfaction with 57 different media 36-37 specific items sought 53 fiction 167-172 Audit Commission 46-51 fiction genres 23-24 Authors frequency 22-23, 36, 162, 173-5 Bestsellers 170-172, 287-290 gender differences 18, 22 Public Lending Right scheme 25-27 non-fiction 161-166 Automated catalogue 41 numbers using 15-16, 52, 55, 75 numbers using 15, 143 paperbacks 179-180 prevalence in libraries 136-137 purpose of 36 Automated systems 3 satisfaction with 57 training needs 123-124 specific books sought 53, 56 use by students 252 B videos 155-156 Benchmarking Browsing enquiries 208-217 numbers using 37, 52, 55, 75 Bestsellers 170-172, 287-290 Buildings. See Design; Layout Binding Business information 220-224 expenditure 65 European Union 225-230 Book buying digitisation 131 consumers 281-292 electronic services 138-140 Book clubs 284 Book prices 268-270 C bestsellers 289 Cassettes Book sales 66, 272-275 and Asian users 91 Book shops. See Booksellers borrowing 36-37 Book trade numbers using 52, 55 statistics 266-291 satisfaction with 57 Books. See also Bookstock specific items sought 53 acquisitions 7-9 Catalogues expenditure 4-6 digitisation 131 range available 58 for information service use 239 Books published 192-197, 266-267 Catchment areas overseas 196-197 and library use 107-112 title output 276-278 CD-ROMs Books and the Consumer survey 282-286 borrowing 18-20
Perspectives of Public Library Use 2 297 Index
business information 138-140 training needs 123-124 European information 227 Detective stories. See Fiction genres expenditure 65 Discounting. See Net Book Agreement prevalence in libraries 135 Digital library 129-134 serials 147-148 Disabilities. See Users: disabilities training needs 122-128 CDs E and Asian users 91 Economic impact of libraries 96-97 borrowing 36-37 Education numbers using 52, 55 library use for 36, 75, 239 satisfaction with 57 Elected members specific items sought 53 views of libraries 94-98 Central library Electronic services. See also CD-ROMs; Digital li- surveys 74-76 brary; Internet Charges business information 138-140 for libraries 45, 72 European Union 226-227 music recordings 158-159 expenditure 65-66 Children in companies 221 borrowing 22 in reference library 239 frequency of borrowing 173 income 65-66 impact of library closures 113-116 information needs 236 library needs 119-120 prevalence in libraries 135-137 use of adult libraries 256 training needs 122-128 use of libraries 11-13, 77-80 use by students 252 Children’s books user perceptions 119-121, 143-146 acquisitions 7-9 user preference 44 bestsellers 287-290 E-mail borrowing 18-20 training needs 122-128 consumer buying 283-284 English language teaching books 266-267 genres bought 286 Enquiries published 193 benchmarking 208-217 Children’s library design 254-257 counts of 67-68 Children’s services European information 227-229 and Asian users 88-89 related to social factors 108-112 expenditure 65 Equity and libraries 97-98 satisfaction with 58 Ethnic languages. See Minority languages CIPFA PLUS survey 30-31 Ethnic minority groups 1997 archive 52-59 related to library use 84-93, 108-112 Circulation. See Issues Ethnic origin. See Users: ethnic origin Circulation of stock European Union information 225-230 mobiles 186-187 Exchange of stock Citizens Advice Bureaux 231-236 mobiles 187 Citizens’ charters 31 Exhibitions Citizenship information needs 231-236 numbers using 52, 55 Closure of libraries Expenditure 4-6 impact 100-106 and discounts 205 impact on children 113-116 audio-visual 64-65 College libraries. See Academic libraries books 64-65 Community development 69-72 consumers and books 281-292 Community information. See Local information materials 64-65 Compact discs. See CDs music recordings 158 Companies services 46-48 information needs 220-224 videos 154 Complaints books 30 Exports Computerised catalogue. See Automated catalogue UK publishers 273-275 Consumer books published 266-267 Consumers book buying. See Book buying - consum- F ers Family history 238 Cost effectiveness Fastsellers. See Bestsellers paperbacks 180-181 Fax Credit cards in libraries 145 paying for library services 146 numbers using 16 Crime. See Fiction genres training needs 123-124 Fiction D acquisitions 7-9 Design bestsellers 287-290 children’s library 254-257 borrowing 18-20 Desktop publishing consumer buying 284 298 Perspectives of Public Library Use 2 Index
expenditure 65 and shelf life 180-181 format preferences 179 costs 48 paperbacks 176-177 fiction 167-172 stock management 167-172 international comparisons 20-21 Fiction genres 167-172 loan allowance 21 book buying 286 loan period 21 borrowing 23-24 mobiles 183-185 Fiction published 194 music recordings 156-157 Financial information. See Business information non-fiction 161-166 Fines per service point 3 income 6 related to social factors 108-112 Focus groups 32 videos 153 Foreign publishers. See Books published - overseas Frequency of visits. See Visits to library - frequency J Friends of the library 32 Job satisfaction 258-261 G L Genres. See Fiction genres Lapsed users 31, 35, 81-83 Guiding Large print satisfaction with 58 stock available 63 Layout H children’s library 254-257 Homework 79 satisfaction with 58, 239 Homework clubs 119-120 Legal information 240-242 Housebound service Leisure. See Recreation numbers using 15, 60-61 Lending. See Borrowing Lettings I income 6, 65-66 Illness Library suppliers staff 261 and Net Book Agreement 202-205 Image of libraries 38-41, 118-121, 262-264 Lifelong learning Impact of libraries 42-43, 94-98 library support for 119-120 and closures 100-106 Literary prizewinners 291-292 Imports Loans. See Issues books 274-275 Local history 120 Income 4-6 Local information audio-visual 152 digitisation 130-134 breakdown 64-67 numbers using 16, 37, 238 videos 154-155 prevalence in libraries 136 Information and communication skills Lost books 66 and libraries 120 Information and communications technology. See M Electronic services Magazines. See also Serials Information services. See also Business information; consumer buying 282 Enquiries Management of libraries 244-248 and library closures 103 Materials. See also Books; Serials benchmarking 208-217 expenditure 64-65 law 240-242 Membership 14-15 numbers using 37, 52, 55 and issue distribution 174 public libraries cf other sources 231-236 children 78 satisfaction with 53, 57-58 updating of records 60 use by students 252 Minority languages. See also Asian library users user survey 237-239 stock 63 Information technology. See Electronic services Mobile libraries Inter-library loans bookstock management 182-187 total UK 28 numbers open 2 use by students 252 numbers using 15 Internet Music recordings business information 138-140 borrowing 18-20 European information 227 management 156-160 numbers using 16 prevalence in libraries 135-136 N reference library 239 Net Book Agreement 48 serials 147-148 and libraries 203-205 training needs 122-128 effects of abandonment 198-205 user perceptions 119, 143-146 New library: the people’s network 118-121, 129, 136 Issues. See also Borrowing training needs 122-128 and frequency of use 174 Newspapers Perspectives of Public Library Use 2 299 Index
consumer buying 282 Public Information Relay 225-230 digitisation 132-133 Public Lending Right electronic access 144 authors borrowed 25-27 numbers using 238 genres borrowed 24 use 189 Publications by libraries 66 Non-fiction Publishers. See also Books published acquisitions 7-9 and Net Book Agreement 202 bestsellers 287-290 business ratios 276 borrowing 18-20, 24 Publishers Association Statistics Collection Scheme consumer buying 284 268 expenditure 65 Publishers’ output. See Books published format preferences 179-180 Purpose. See Visits: purpose stock management 161-166 Non-fiction published 194 Q Non-users 31, 33-36 Quality management 244-249 image of libraries 39-41, 43 students 253 R Recreation O purpose of visits 75 Occupation. See Users: occupation Recreational reading 36 On-line searching Recruitment European sources 226-227 and public library image 262-264 prevalence in libraries 136 Reading lists OPACs. See Automated catalogue use by students 252 Open plan Reference. See Information services children’s library 254-257 Reference books Opening hours 2 acquisitions 7-9 and lapsed users 82-83 Reference libraries 218-219 related to use 108-112 Regional reference libraries 218-219 satisfaction with 58 Reinforcing methods 181-182 user perceptions 145 Remote searching. See On-line searching weighted measures 67 Renewals Overdues numbers using 15 income 65 Requests Overseas publishers. See Books published - overseas fiction 172 Overseas Trade Statistics (OTS) 274-275 income 65-66 numbers using 15, 28, 53, 56 P satisfied 64 Paperbacks Reservations. See Requests and public library stock 176-181 Retail price maintenance. See Net Book Agreement bestsellers 287-290 Retailers. See Booksellers cost effectiveness 180-181 Return of loans 146 fiction 170-171 Romances. See Fiction genres publication patterns 176-177 user preferences 179-180 S People’s Network. See New library: the people’s network Salary levels Periodicals. See Serials staff 258-261 Personal computers Sales. See Book sales user ownership 144-145 Satisfaction Photocopying amongst children 80 income 65-66 and Asian users 87-88, 91-93 numbers using 16, 52, 55 and lapsed users 82-83 use by students 252 with audio-visual 57 Photographs with borrowing 57 digitisation 132,133 with information services 57, 233, 239 PIR. See Public Information Relay with services 54, 57, 75 PLR. See Public Lending Right Satisfaction surveys 30-31 Population School leavers related to library use 108-112 library needs 120 Prices. See Book prices; Serial prices School Library Services Prizewinning books 291-292 and IT skills 127 Process mapping School textbooks enquiries 208-217 published 193, 266-267 Processing Science fiction. See Fiction genres reference library 239 Serials Products of the European Community (PRODCOM) and Asian users 89-90 272 274 consumer buying 282
300 Perspectives of Public Library Use 2 Index
electronic 144, 147-148 image of libraries 40-42 expenditure 4-6, 65 Terminals 121 numbers using 16, 37, 52, 55, 75, 238 Ticket ownership. See Membership prices 270-271 Title output. See Books published provision 188-191 Training use 188-191 for electronic services 122 use by students 252 Service points U automated 3 Undergraduates international comparisons 10 use of public libraries 250-253 numbers open 2 Unemployed size 2-3 related to library use 108-112 Servicing charges Universities suppliers 204-205 impact on public library use 250-253 Services University libraries. See Academic libraries and closures 104-105 Unobtrusive monitoring planning 50 enquiries 208-217 user satisfaction with 54 Use 11-28. See also Issues; Membership; Visits which used 15-16, 37, 52-53, 55, 142 User perceptions. See Image of libraries Shelf life 180-181 User surveys Shopping facilities satisfaction 30-31 related to library use 108-112, 143 types in use 30-32 Social audit 94-98 Users Social grades age 35, 55, 59, 141, 232, 237 borrowing 18, 22-23 all UK 33-37 information needs 232 Asian 84-93 users 13, 34-35 book format preferences 179-180 Spoken word disabilities 74 borrowing 18-20 ethnic origin 74, 232 Spreadsheets gender 35, 54, 59, 141, 232, 237 training needs 123-124 housebound 60 Staff information needs 231-236 absenteeism 258-261 occupation 55, 59, 74, 142, 232, 238 children consulting 80 related to use 108-112 expenditure on 4-6 social grades 13, 34-35 job satisfaction 258-261 undergraduates 250-253 mobiles 183 numbers 6-7 V salary levels 258-261 Video conferencing satisfaction with 58 training needs 123-124 users consulting 37, 53, 143, 239 Videos users image of 39-41 and Asian users 90-91 Stock. See Bookstock borrowing 18-20, 36-37 Stock turn income 65-66 mobiles 185 issues 153 Story books 79 management 153-156 Students numbers using 52, 55 library users 76, 250-253 satisfaction with 57 recruitment by public libraries 262-264 specific items sought 53 Study space Visits to libraries 11-13, 38 numbers using 16, 37, 52, 55, 238 and other user activities 143 use by students 252 by children 78-79, 113-116 distance from libraries 38 T frequency 35, 54, 59, 74-75, 79, 142, 238, 251 Talking books length of stay 75, 142 expenditure 65 purpose 103-104, 238, 252 satisfaction with 57 related to social factors 108-112 specific items sought 53 Teenagers W Word processing training needs 122-128
Perspectives of Public Library Use 2 301