11. Strategies for success 1: Focus on the user
Sustainable organisations are part of the community they serve – they know &
build relationships with their users & prioritise the changing needs of the user.
Actively engage the user in service development
Proactively promote the benefits of the service to the user
Focus on customer service excellence and the user experience
Develop and manage relationships
12. Strategies for success 1: Focus on the user
“Swansea University Student’s Union has recently
announced a big win for students, who use the Bay campus
library as a base of study.
After strong campaigning and negotiation, Swansea University have
decided to add 52 additional study spaces to the Bay campus site.
In addition two Bay campus study rooms and one Singleton room
have become self-bookable.”
http://waterfrontonline.co.uk/news/swansea-students-win-on-bay-library-study-spaces
13. Strategies for success 1: Focus on the user
“Student involvement has
been crucial to delivering
the concept of “hubs” which
shifts the paradigm from the
academic library as
detached ‘provider’ to
students as partners in their
education and experience of
university life.”
Benjamin Meunier
UCL Cruciform Hub
14. Strategies for success 2: Service design & development
The service should be designed, developed and adapted over time to ensure that
it continues to meet the changing needs of the user.
Convenience and accessibility of locations
Service hours to meet user needs and lifestyles
Attractive, comfortable physical environments
Content and formats appropriate to user behaviours
Use technology to solve real problems/create opportunities for engagement
Adapt services based on observation & feedback
17. Strategies for success 3: Designing sustainable organisations
“Culture will get you through times of no strategy better than...”
Invest in and develop your people – they are your service
Embrace the values and ethics of your profession (incl. senior managers...)
Ensure you are clear about your mission and have a plan to achieve it
Promote leadership at every level of the organisation
Be clear on the difference you make – your outcomes/impact
Have data/metrics in place to help you celebrate success & target development
18. Strategies for success 3: Designing sustainable organisations
Source: Axiell Public Libraries UK Survey 2017
20. UCL Libraries Strategy 2015-18
UCL 2034 underlines and extends UCL ’s mission to be London’s Global University: a diverse
intellectual community, engaged with the wider world and committed to changing it for the
better; recognised for our radical and critical thinking and its widespread influence; with an
outstanding ability to integrate our education, research, innovation and enterprise for the
long-term benefit of humanity.
The Library Services Strategy is embedded in this ambition and seeks to deliver a first-class user
experience across the whole UCL family of libraries. UCL Library Services will deliver innovative services
and facilities in six over-arching areas of activity:
• User experience
• Staff, equality and diversity
• Finance, management information and value for money
• Systems and processes
• Sustainable estate
• Communication, Open Access and outreach
21. UCL Libraries Strategy 2015-18
UCL 2034 underlines and extends UCL ’s mission to be London’s Global University: a diverse
intellectual community, engaged with the wider world and committed to changing it for the
better; recognised for our radical and critical thinking and its widespread influence; with an
outstanding ability to integrate our education, research, innovation and enterprise for the
long-term benefit of humanity.
The Library Services Strategy is embedded in this ambition and seeks to deliver a first-class user
experience across the whole UCL family of libraries. UCL Library Services will deliver innovative services
and facilities in six over-arching areas of activity:
• User experience
• Staff, equality and diversity
• Finance, management information and value for money
• Systems and processes
• Sustainable estate
• Communication, Open Access and outreach
If you’re part of a larger organisation
(a University, School, Local Authority,
business), make sure your Library
Strategy quotes & connects to their
overall strategy & plan
22. UCL Libraries Strategy 2015-18
UCL 2034 underlines and extends UCL ’s mission to be London’s Global University: a diverse
intellectual community, engaged with the wider world and committed to changing it for the
better; recognised for our radical and critical thinking and its widespread influence; with an
outstanding ability to integrate our education, research, innovation and enterprise for the
long-term benefit of humanity.
The Library Services Strategy is embedded in this ambition and seeks to deliver a first-class user
experience across the whole UCL family of libraries. UCL Library Services will deliver innovative services
and facilities in six over-arching areas of activity:
• User experience
• Staff, equality and diversity
• Finance, management information and value for money
• Systems and processes
• Sustainable estate
• Communication, Open Access and outreach
Be ambitious about the role your
library or information service can play
– define excellence in your own terms
23. UCL Libraries Strategy 2015-18
UCL 2034 underlines and extends UCL ’s mission to be London’s Global University: a diverse
intellectual community, engaged with the wider world and committed to changing it for the
better; recognised for our radical and critical thinking and its widespread influence; with an
outstanding ability to integrate our education, research, innovation and enterprise for the
long-term benefit of humanity.
The Library Services Strategy is embedded in this ambition and seeks to deliver a first-class user
experience across the whole UCL family of libraries. UCL Library Services will deliver innovative services
and facilities in six over-arching areas of activity:
• User experience
• Staff, equality and diversity
• Finance, management information and value for money
• Systems and processes
• Sustainable estate
• Communication, Open Access and outreach
Target the areas that have the most
relevance/resonance for your users and
stakeholders
24. Strategies for success 4: Get the help you need
Keep an eye on trends – foresight helps spot opportunities & mitigate risks
Be clear on where your money comes from, consolidate 1st, then diversify
Build partnerships – they help keep you fresh & up-to-date
Nurture your stakeholders & secure long-term buy-in
25. Strategies for success 4: Get the help you need
“Give up a deficit model and embrace the
aspirations of the community. Rather than
talking about how the community can’t read,
research, or access the Internet, we need to talk
about how reading, researching and accessing
the Internet can help our communities unleash
their potential.
We should be asking how libraries help our
communities thrive. If we can put together that
vision in a compelling way, people will support
libraries out of self-interest, not out of pity,
charity or a sense of obligation.”
R David Lankes
26. According to Axiell’s 2017 UK
Public Library Survey, 97%
of respondents feel that
advocating for the library
service within the local
authority is their job.
Strategies for success 4: Get the help you need
27. Strategies for success 4: Get the help you need
Building creative partnerships (in this case between the Library
Service, local booksellers & the Tourism Service) helps drive
sustainability