55 libraries 4 mobile libraries 14 rural (voluntary) libraries 750 FTE = 1300 library staff Budget $77m opex, $28m capex Collections 3.5 million items Largest public library in the southern hemisphere

Issues –17m items issued pa, = 46,500 per day Visitors –12.8 m visitors, = 35,000 per day Web visitors –4 million pa (estimate), = 11,000 per day Participation in programmes and events –400,000 estimate Requests filled –2.2 million, = 6,030 per day Membership –500,415 (active in last 24 months)

Customer benefits on day 1 Very high customer expectations to be met “Borrow anywhere, return anywhere” –Use existing library card at 55 libraries Access to one collection – 3.5 million items Harmonised lending fees and charges; free holds; no overdues for children Holds – deliver to my library Shared e-resources – access to 100 databases; Auckland Libraries website Recognised as a success story of the new Council

Nov 2010 – Feb 2011, compared to same period last year: –Visitors –13% increase –Issues –9% increase –Requests filled –65% increase Logistics challenges –1.5 mill items moved between Libraries since November –2011 February 23% higher than November 2010

Interloans for all legacy Auckland libraries Total requests sent to other libraries 7,481 Total requests received from other libraries 6,579 Many reciprocal arrangements - over 100+ Small increase over of 1.5% from customers & other libraries Range of charges applied

Assumptions for November 2010 Region’s libraries provided 18% of each other’s requested loans Interloan traffic between Auckland libraries will stop: volume will decline Interloans continue to be managed by each library Existing services & infrastructure to be used to provide solution for Day One Reciprocal arrangements to be left in place

Customer priority fulfilment principle 1.Place a hold for item for free 2.Purchase an item for borrowing 3.Interloan item from another library Goals for November 1 st 2010: Customers can request, pickup and return anywhere an interloan Barriers to access & fulfilment should be low Customers should have options for fulfilment of their resource request in delivery format, method of delivery & type: loan, copy, digital copy & purchase.

1 st November 2010 Harmonised scale of charges: –$5 to customers for standard loan –$10 to customers for a copy –$15 to other libraries for standard loan Reciprocal arrangements to remain in place short-term Standardised loan period – 4 weeks to customers; 5 weeks to libraries

4 months’ impacts Decline in interloan traffic across the region

Issues Auckland Libraries: different legacy processes to be reviewed Centralised vs decentralised interloans at legacy libraries: review 2011 Reciprocal arrangements with legacy libraries Te Puna records out-of-date with floating collections Te Puna technical issues

Trends More article than book loan requests Very diverse customers & requests More requests for more academic material More complex reference queries & requests requiring more time to be spent More visibility & deep-linking of our holdings in WorldCat has led to an increase in requests from overseas More end-users are using WorldCat & NZ Libraries – they do the work!

The Future Will interloans at Auckland Libraries increase or decline? Interloans may become more important as more formats become available for access through Te Puna & WorldCat –The price is cheaper and customers may use up all our resources… They may become less important as it is cheap & easy to source second-hand copies on Amazon etc More complex requests for more difficult-to- source items

QUESTIONS?

Manager, Libraries & Information (Allison Dobbie) Manager North & Western Libraries (Mirla Edmundson) Service Delivery Manager Kauri Coast (Jo Brewster) Service Delivery Manager Pohutukawa Coast (Marion Read) Manager Southern Libraries (Kim Taunga) Manager Central Libraries (Geoff Chamberlain) Manager Regional Resources (Louise LaHatte) Manager Regional Heritage, Research & Svc Dev (Sue Cooper) Manager Business Support & Planning (Jane Taylor) Manager Digital Services (Corin Haines) Service Delivery Manager Pukekiwiriki (Gill Pannell) Service Delivery Manager Puhinui (Cheryl Fowler) Service Delivery Manager Owairaka (Debbie Belcher) Service Delivery Manager Maungarei (Corrina Meikle) Collections Manager North & West (Paula Legel) Collections Manager Central (Beth Morgan-Reeve) Heritage & Research Manager (Vacant) Service Development Manager (Greg Morgan) Business Support Manager South (Kiri Jones) Business Support Manager Central (Val Brown) Digital Services Manager South (Vacant) Digital Services Manager Central (Sam Minchin) Service Delivery Manager City Central (Kate Roberts) Collections Manager South (Theo Ter Borg) Business Support Manager North & West (Janice Dunbar) Marketing Manager (Gillian Thomas) Planning & Performance Manager (Tracy De Nys – TBC) Digital Services Manager North & West (Edward Charles)