City of Marion Libraries Four Year Plan | 2021/22 - 2024/25

MARION LIBRARIES FOUR YEAR PLAN

City of Marion acknowledges that it is part of Kaurna land and recognises the Kaurna people as the traditional and continuing custodians of the land.

OUR PURPOSE

To provide opportunities for our community to foster meaningful connections, inspire discovery and exploration, improve literacy outcomes and to encourage lifelong learning.

Since the late 1950’s the Marion Library Service has provided a vital service to the community as a place where books could be borrowed and knowledge gained. Fast forward 60 years and the library service is as valued as ever – our libraries are now multi-purpose environments for all to pursue their learning and recreation activities.

Libraries have evolved over time and are now an important community hub that is a hive of activity for all, bringing people together for activities, events and offering access to information and resources in every possible format. You can visit our libraries in person or online – we have made our library resources accessible at a time of your convenience.

The importance of libraries was again reinforced in 2020 during the global pandemic and when the state of South Australia went into lockdown. Our library service demonstrated its agility to pivot service provision and offer programs and author talks, training opportunities, digital resources and streaming services so that people could remain active and engaged in civic life.

Post Covid-19, as we look towards the future, we need a plan to help us achieve our aspiration of making the Marion Library Service the preferred place for our community members to spend their time. This plan outlines our goals and actions for the next four years and how we will go about achieving these.

Next time you pass by your local library please drop in. You will be welcomed by the magic of books, inspired by the innovation of technology and impressed by the professional knowledge, skills and commitment demonstrated by our library team.

Executive Summary

Welcome to the City of Marion Libraries

Four Year Plan 2021/22–2024/25

Since 1959 our libraries have been a much loved and well utilised resource in the community built on equity of access and freedom of information.

This four year plan reflects the priorities of the library service and the changing needs and expectations of our community.

The plan is responsive to changes in our sector and supports our aim to be a benchmark public library service that is a leader for innovation and creativity.

Our Four Year Plan focuses on six key areas: > Collections > Engagement > Marketing

> Programs > Spaces > Technology

Our intention is to foster meaningful connections with our community, provide opportunities to improve literacy outcomes, enable lifelong learning, explore new and emerging technologies and provide spaces to encourage creativity and discovery.

This plan will build upon the strong foundation already in place and will help to provide quality services, information, technology and spaces to our community.

Council Demographics

COUNCIL STRATEGIC GOALS

Liveable

By 2040 our city will be well planned, safe and welcoming, with high quality and environmentally sensitive housing, and where cultural diversity, arts, heritage and healthy lifestyles are celebrated.

Valuing Nature

By 2040 our city will be deeply connected with nature to enhance people’s lives, while minimising the impact on the climate, and protecting the natural environment.

Engaged

By 2040 our city will be a community where people are engaged, empowered to make decisions, and work together to build strong neighbourhoods.

Innovative

By 2040 our city will be a leader in embracing and developing new ideas and technology to create vibrant community with opportunities for all.

Prosperous

By 2040 our city will be a diverse and clean economy that attracts investment and jobs and creates exports in sustainable business precincts while providing access to education and skills development.

By 2040 our city will be linked by a quality road, footpath and public transport network that brings people together socially and harnesses technology to enable them to access services and facilities.

Context

The Marion Library Service operates as part of a state-wide network which links all South Australian Public Libraries through an innovative “OneCard” system. This gives borrowers the ability to access items from any South Australian library with a single card. The South Australian Public Library Network (SAPLN) brings together 68 local councils and over 130 library sites to give all South Australians access to resources that would otherwise be unavailable. The “Tomorrow’s Libraries” report provides a framework for SAPLN to deliver a shared view of the future direction for public libraries in South Australia.

Public libraries in Australia are supported at a national level through the Australian Library and Information Association (ALIA). ALIA provides a number of critical services to the library industry, including the development, promotion and delivery of quality library and information services through leadership and mutual professional

support. It also plays a key role in nationwide advocacy for the value of public libraries, professional development opportunities and policy development.

At an international level, the International Federation of Library Associations and Institutions (IFLA) represents the interests of library and information services and their users. It is the global voice for the library and information profession. A key role of IFLA is to represent libraries on the world stage and to strengthen the ability of their member associations, institutions and individuals to advocate for and deliver library and information services that improve lives.

A key principle for all libraries is for people to have “freedom of access to information and knowledge”. For many generations, the local library has been a constant, reliable and valued piece of social infrastructure in an ever-changing society.

Consultation & Engagement

The City of Marion Library Service is committed to seeking feedback and input from all of our stakeholders, both internal and external. During 2019/20 we participated in a number of stakeholder engagement activities to help determine our key priority areas and actions for this strategic plan. These activities include:

> An in-depth Customer Service Quality survey conducted by University of SA of over 500 participants, of both users and non-users, of the City of Marion Libraries. This report found that 98% of respondents were satisfied as customers and 99% are likely to recommend the service to others.

> A network wide survey of 1,899 customers, commissioned by Public Libraries of South Australia (PLSA) and conducted by SGS Economics, to determine the economic impact of Libraries to the local community. This report determined that for every $1 of investment in a South Australian public library, there is an economic return to the community of $2.89.

> A network wide survey of 1,000 customers, commissioned by the Local Government Association of SA (LGA) and conducted by Hudson Howells, to determine the value of Libraries in relation to the importance of government funding and the services that Libraries provide to the public. This report determined that 79% of those surveyed consider it important for the SA Government to continue providing at least the same level of funding for public libraries.

> An extensive staff consultation activity, which included site visits to alternative services and workshops to gather feedback and ideas for service improvements which have been captured in this strategic plan.

What Our Customers Say About Us

“

Thanks to the staff for being excellent every time I come in. Customer service is outstanding.

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Libraries are incredibly important to an inclusive community.

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The staff are always so willing to help and are so cooperative and friendly. Service with a smile!

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I love going to the library, I’m so glad it’s available and free!

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Being able to bring my kids and allow them to share my love of reading and learning in a variety of ways.

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Being able to relax and unwind in a quiet environment.

Strategic Overview

COLLECTIONS

To provide an expertly curated collection that fosters a love of reading, stimulates curiosity, inspires creativity, supports lifelong learning and meets the educational, informational and recreational needs of the community.

MARKETING

To deliver high quality and creative marketing and promotions that increase awareness and the use of our diverse services, collections, events and programs.

ENGAGEMENT

To offer meaningful, engaging and professional interactions which contribute to the value and wellbeing of our community.

SPACES

To provide safe, welcoming, comfortable spaces that inspire discovery and creativity, offer opportunities for innovation and collaboration and foster a strong sense of community connection.

PROGRAMS

To create and deliver high quality library experiences that ignite a love of learning and reading, spark imaginations and fuel the aspirations of the community and its diverse culture and heritage.

TECHNOLOGY

To empower the community to safely, confidently and critically use technology, communication tools and access digital resources to encourage learning, leisure and collaboration.

COLLECTIONS

Strategic Goals

We will provide a professional and expertly curated collection that reflects the diversity of our community.

We will provide a collection that supports literacy and encourages lifelong learning.

We will ensure that our collection is presented in inspiring and exciting ways, both physically and digitally, to enable discovery.

We will be highly skilled and knowledgeable of our collection, which will reflect current trends and community expectations.

We will use accurate and timely data to make informed decisions.

We will act swiftly to ensure our community has access to relevant and topical information and resources.

Purpose Statement

ACTION SUCCESS LOOKS LIKE...

Review and update the Collection Development Policy.

C1 C2 C5

Review and update the selection process.

C1 C2 C4 C5 C6

Enable access, discovery and exploration of our collection.

C1 C3 C6 M2 M3 M4 T2

A well-balanced collection that meets the diverse needs of our community.

The collection is well used, with circulation statistics above the SAPLN average.

An effective guidance tool for staff and a reference point for the community.

Our policy upholds, aligns with and builds upon relevant industry policy statements such as the ALIA Free Access to Information Statement, ALIA Guidelines, Standards and Outcome Measures and the Public Library Services Collection Policy.

Regular analysis of our collection performance data, as well as popular trends, to guide best possible selection processes and decisions.

Our selectors are highly skilled and are up to date with industry standards and trends through regular feedback and learning & development opportunities.

We seek input from our community to shape our collection and the items purchased.

Regularly review and update how we present and arrange our collection, both physically and digitally.

Professional and well-informed reading recommendations, highlighting staff picks, genres, authors and special interest topics, both physically and digitally.

Our Indigenous collection is easily accessible and well promoted.

The “Trending Titles” project (or similar) is expanded to all sites.

. .

Celebrate, promote and protect our rich and diverse local history through the Marion Heritage Research Centre.

C1 C2 C3 C4 S1 S3 P4 T2

Our local history collection is expertly curated, preserved, digitised and maintained to the highest possible standards.

The Marion Heritage Research Centre is appropriate for the storage of historical artifacts and documents.

The Marion Heritage Research Centre is a hub for research and is accessible to the community.

We promote and display our rich history through events and exhibitions.

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To provide an expertly curated collection that fosters a love of reading, stimulates curiosity, inspires creativity, supports lifelong learning and meets the educational, informational and recreational needs of the community.

ENGAGEMENT

Strategic Goals

We will foster meaningful relationships with our community and actively engage with them to improve their customer experience.

We will embrace innovation and flexibility to provide an outstanding customer experience.

We will empower and equip staff to engage with customers in a manner that is friendly, equitable and professional.

We will keep up to date with current trends in customer engagement.

We will maintain a broad knowledge of our collection, technology, programs and services to provide support to our community.

Purpose Statement

ACTION SUCCESS LOOKS LIKE...

Provide tools and training to increase Readers Advisory skills and knowledge for all staff.

E3 E5 C4 T3

Develop a knowledge base for staff that covers all relevant information for customer interactions.

E2 E3 E5 C4 T3

Regularly and meaningfully engage with our community to collect qualitative feedback to improve our services.

E1 E2 M4

Review our resourcing requirements to ensure that we are providing meaningful customer experience and delivering on projects, services and activities.

E1 P2

Implement changes to all customer interactions to improve customer experience.

E2 E3 E4 E5 T2

Conduct a feasibility study into the flexibility and expansion of the Library @ Home service.

E1 E2 C1 M4 P3 T5

Informed and knowledgeable staff to help customers find the best, most enjoyable reading material that matches their needs and interests.

Staff regularly attend training provided by industry experts.

Equipped and informed staff providing customers with the best experience possible.

New staff have a reference tool to assist them feel comfortable to provide customers with the best experience possible.

Community feedback informs our decision making process.

Our community feels connected and empowered to influence our Library direction.

Our Customer Satisfaction level is maintained to at least 95% approval rating.

Appropriate resources allocated to ensure the strategic plan outcomes are delivered

Opening Hours and Customer Experience rosters will align with community expectations

Business and customer needs will be addressed as staff movements occur.

Every interaction is welcoming and meets the needs of our customers easily and efficiently.

Virtual customer interactions will be easily accessible and offer fast solutions to our community needs.

Increase flexible access to library materials and services.

Increased reach to non-library users.

A sustainable delivery model making use of volunteers.

Provide new and appropriate resources to Library @ Home customers.

. . . .

Conduct a feasibility study into an after hours service model.

E2 E4 M4 T5

Our community has access to library resources outside of normal business hours.

Investigate the feasibility of installing “Library Vending Machines” or similar technology at strategic points across the City of Marion.

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To offer meaningful, engaging and professional interactions which contribute to the value and wellbeing of our community.

Strategic Goals

We will be highly skilled, trained and informed to provide high quality creative marketing and promotions.

We will position the library as a competitor for the community’s free time and strive to be a destination of choice, both physically and digitally.

We will position the library to be a trusted ‘go-to’ for relevant, topical and high-quality information, services, programs, events and collections.

We will use a broad range of marketing and promotion strategies to ensure we are reaching and engaging with our diverse community.

We will provide leadership and guidance across our library service and ensure a consistent approach to implementing modern marketing and promotions.

Purpose Statement

Provide professional development opportunities for staff to keep up to date with modern marketing trends and promotional methods.

M1 M2 M3 M4 M5

Review and update the Online Catalogue page.

M2 M3 M4 C1 C3 C6 T2 T4

High quality marketing and promotions of our collection, spaces, services and programs.

Increased engagement with our community both physically and digitally.

Provide expert advice and guidance on presentation and promotion of our services and collection.

Items in the catalogue are easily discoverable and accessible.

The Online Catalogue page will enable exciting and vibrant promotion of our specialised curated lists and overall collection.

The Online Catalogue page will enable easy browsing of our collection and include recommended reading for our community.

. . . .

Implement changes to all internal and external promotional and directional signage.

M3 M4 S1

Deliver a bi-annual large-scale marketing event.

M2 M3 M4

Install external wall signage/ large-scale art for Park Holme Library.

M3 M4 S3

Consistent and effective signage systems across all Marion Library sites to improve access to the spaces and promotion of the collection.

Site signage is professional, attractive and appropriate.

Display and signage guidelines developed to ensure consistency across each branch.

Develop a large scale marketing event to promote the benefit and value of the City of Marion libraries.

Broad connection with users and non-library users through a range of media.

Increased awareness and usage of our collection, spaces, services and programs.

Partner with Land and Property team to improve the external entrance at Park Holme Library.

Wall art linked to large scale event to offer broader coverage and promotion.

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To deliver high quality and creative marketing and promotions that increase awareness and the use of our diverse services, collections, events and programs.

PROGRAMS

Strategic Goals

We will develop a suite of programs and events, which are highly anticipated and reflect the diverse interests and aspirations of our community.

We will form meaningful partnerships and collaborations that increase our ability to offer a variety of programs and events.

We will extend our reach into the community to enable social inclusion and provide access to programs and events.

We will develop our suite of programs and events that take into consideration the differing needs and abilities of all participants.

We will offer programs and events that facilitate and promote lifelong learning and literacy.

We will ensure staff are equipped with the skills and knowledge to develop and deliver programs and events that meet the needs and interests of our community.

Purpose Statement

ACTION SUCCESS LOOKS LIKE...

Deliver programs in line with the Reconciliation Action Plan.

P1 P2 P3 C1

Deliver programs in line with the Disability Access and Inclusion Plan.

P1 P2 P3 P4 C1

Apply for appropriate grant opportunities to deliver programs to the community.

P2 P3 P5

Investigate and identify opportunities for pre-school STEAM and after school programming.

P1 P3 P5 T1 T5

Deliver programs to improve literacy development.

P1 P2 P3 P4 P5 P6 C2

Investigate opportunities to deliver programs in non-library spaces.

P1 P3 P4 P6

Attendees have an improved awareness and understanding of Aboriginal and Torres Strait Islander culture and history.

Adult and children’s programs focusing on awareness and education of Aboriginal and Torres Strait Islander culture at least once per quarter.

Program planning accommodates and caters to individual accessibility needs.

Increase in attendees who identify as living with a disability.

Increase in events tailored for people with different abilities.

. . . .

. . . .

Develop a suite of custom programs for distinct and diverse community groups.

P1 P2 P3 P4

Deliver grant-funded programs upon successful applications. . . . .

Improvements made to existing after-school STEAM programming (Bricks N Bytes) to ensure sustainability and equity of access to programs.

Pre-school STEAM program trialled and reviewed with recommendations made on long-term sustainability and equity of access to programs.

Knowledgeable and skilled staff in the area of literacy development and best practice.

Partner with educational providers to deliver literacy outcomes.

Provide opportunities for the community to meaningfully engage with literacy development.

Deliver programs at non-library spaces such as:

> Shopping Centres

> Parks and reserves

> Non-council community facilities

> Marion Outdoor Swimming Pool

> Aged Care / Residential Facilities etc.

Established relationships with community groups within City of Marion.

Identify and deliver pilot programs for community groups such as :

> Mother’s groups

> Culturally and linguistically diverse (CALD) community groups etc.

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. . .

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To create and deliver high quality library experiences that ignite a love of learning and reading, spark imaginations and fuel the aspirations of the community and its diverse culture and heritage.

SPACES

Strategic Goals

We will provide functional and accessible multi-purpose spaces that meet the changing needs of our community.

We will provide an environment that promotes learning and wellbeing by encouraging exploration and enabling discovery.

We will provide attractive and inviting spaces to be a destination of choice for the community’s free time.

We will provide safe, inclusive and accessible spaces that can be enjoyed and utilised by all.

We will embrace and incorporate the natural elements of the environment and include them in our spaces.

Purpose Statement

ACTION SUCCESS LOOKS LIKE...

Activate our outdoor areas for Library programming, events and general usage.

S1 S3 S4 S5 P5 P6

Develop a business plan to improve Park Holme Library.

S1 S2 S3 S4 S5

Implement the Community Lounge Room project at MCC Library.

S1 S2 S3 S4 S5

Increase the amount of plants and greenery in all of our spaces.

S2 S3 S5

Review and update the Children’s areas at each site.

S1 S2 S3 S4

Develop a plan to enable the activation of the Plaza at Cove Civic Centre.

Parke Holme courtyard to be developed into a usable space.

Be active contributors to the MCC Plaza design.

The library will be open, inviting and highly functional.

HSE is considered when developing the plan.

Update the external surround to be modern and attractive.

Multiple options for private study spaces.

Increased access to power and charging outlets.

Better activation of internal areas.

Small meeting room/space for community use.

. .

. . .

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Provide more private spaces at all of our sites for study and meetings.

S1 S3 S4

Establish a framework to regularly review and evaluate our spaces against industry standards and modern trends.

S1 S2 S3 S4 S5

Investigate feasibility for Creative/ Maker Spaces.

S2 S3 T2 T4 T5

Increase the amount of indoor plants and greenery by 100%. .

Children’s areas will be bright, fun, inviting and inspiring spaces where children are free to discover and explore.

Children’s areas will encourage and promote early literacy and learning.

Increased usage of the spaces, collection, and attendance at programs.

Each site will have appropriate private spaces for study or small meetings.

Each site will have modern and relevant furniture that meets the current needs of our community.

A framework that allows easy identification of areas in need of alteration or general updating.

Our spaces are relevant and meet the changing needs of our community.

Our spaces are well utilised and contribute to our corporate KPI.

A well-used Creative/Maker Space that supports creativity and exploration.

Innovative technology and creative equipment are freely available.

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To provide safe, welcoming, comfortable spaces that inspire discovery and creativity, offer opportunities for innovation and collaboration and foster a strong sense of community connection.

TECHNOLOGY

Strategic Goals

We will be an advocate for digital literacy within the community.

We will provide opportunities for the community to explore and thrive in a digital world.

We will ensure staff are skilled and equipped to meet the changing and growing needs of the community.

We will be a facilitator in improving our community’s digital literacy skills.

We will investigate, support and advocate the use of emerging technologies and remain responsive to relevant industry trends.

Purpose Statement

ACTION

Provide opportunities for the community to experience a variety of technologies.

T2 T4 T5 P1 P5

Provide digital training and support to all staff.

T1 T3 E3 E5

Enable and support the community to use their own devices.

T1 T2 T5

Increase the number of portable digital devices available for community use at each branch.

T1 T2 T4 T5

Enable digital discovery and exploration of our collection.

T3 T5 C1 C3 E1 M2 M3 M4

SUCCESS LOOKS LIKE...

Opportunities for the community to experience and explore new and emerging technologies, such as:

> Virtual reality (VR)

> Robotics

> Gaming platforms

> 3D printing etc.

Equipped and confident staff who are able to provide technology assistance to customers.

Staff are knowledgeable on changing and evolving technologies.

Provide support to customers with all library digital products and services.

. . . .

. . . .

Provide digital technologies that enable the community to better experience our collection, spaces and services.

T1 T2 T4 T5 C3 M2

Our community will seamlessly and easily use their own devices to access the internet, printing facilities, online services and e-collections. . .

Greater flexibility and freedom to access information and services and better utilise all of the spaces available at each branch. . .

The online catalogue will be unique to the City of Marion and will cater to the needs of our community.

Work with our Collections team to ensure all items are easily discoverable.

The online catalogue will remain current and up to date with recent trends and topics of interest.

The online catalogue will encourage and inspire our community to develop a love of reading.

Our community will better explore and experience our collection.

Our community will easily access and gain information of our services.

Our community will make better use of our spaces. Audit and replace audio visual and technology in hireable spaces at Cove Civic Centre to meet customer expectations.

. .

. .

Conduct a feasibility study into printing for the community.

T2 T5 E1

Our community will access printing facilities that are easy and affordable. . .

To empower the community to safely, confidently and critically use technology, communication tools and access digital resources to encourage learning, leisure and collaboration.

References

1. The Libraries Board of South Australia and the Local Government Association of SA (2019), Tomorrow’s Libraries: Future Directions of the South Australian public library network

2. ALIA (2016), Guidelines, standards and outcome measures for Australian public libraries

3. IFLA/UNESCO (1994), Public Library Manifesto

4. SGS Economics and Planning (2020), The answer is libraries: The Value of Public Libraries in South Australia

5. Hudson Howells (2020), The Value of Libraries Study

6. University of South Australia (2020), Customer Service Quality at Marion Public Library Service

7. IAP2 Quality Assurance Standard for Community and Stakeholder Engagement

Cove Civic Centre 1 Ragamuffin Drive Hallett Cove SA 5158

Cultural Centre Library 287 Diagonal Road Oaklands Park SA 5046

Park Holme Library Duncan Avenue Park Holme SA 5043

Marion Heritage Research Centre 245 Sturt Road Sturt SA 5047

City of Marion Libraries

@CityofMarionLibraries

marion.sa.gov.au/libraries