1. Aalborg Public Libraries Bodil Have Library Director Tina Bang Jakobsen Head of Development Next Library 15.6.2013

2. Agenda About Aalborg Public Libraries Hosting and service A project in Aalborg Effects Follow-up and evaluation A building promoting The main library Principles of library design Library Tour

3. Main Library(Central library for The North Denmark Region) 12 open branch libraries 1 integrated (school/public) library HistoryAalborg 3 mobile libraries 2012 in numbers Visitors1.800.000 Circulation (excluding digital circ.) (3.200.000 ) 1.700.000 Homepage visits1.000.000 Weekly opening hours, total1.084 - 421 staffed, 663 staffless Employees156 full-time equivalents Aalborg Public LibrariesFact Sheet: Library Tours

4. Hosting and service World Class - a world of difference

5. It’s easier to teach a shop assistant the basics of the librarian’s trade than teaching a librarian the basics of the service trade Steffen Gulmann, 11 Design ” ”

6. Why hosting An uncertain future for the public libraries Keen competition from other players of the experience economics Declining circulation and increasing digitization From collections to connections – from transaction to relation Professional competencies under great pressure - the librarian profession as service profession

7. Why hosting From theory and good intentions to PRACTICE Change management and corporate culture The absence of a common service concept Open libraries as a huge success - distinctions between staffed and staffless hours The retail and tourist trades as sources of inspiration

8. Think as a guest … act as a host Hosting and science – the theory Your attitude X Your actions = Your hosting

9. Is your hosting ?

10. The common denominator for good experiences CordialityProfessional competencies

11. Working with library hosting Affects everything – and takes time Everyone must contribute – including management ” What you focus on – will succeed” Follow-up is important A common basis and standard for homogenous service Increases awareness of external and internal service doing things in new ways self-service emphazising the need for hosting … more and more guests are complimenting the library hosting

12. Visibility and recognizability

13. Reception A physical product A reception-standard followed by staff enrolling guests (i.e. borrowers)

14. Floorwalking and briefing The floorwalker is a host roaming the library spontaneously, welcoming and assisting guests

15. Targeted Lending Directly mediating library services Salesmanship Unsolicited ”customer” contact

16. Mystery Shopping Interviewers posing as regular guests, testing specific library services – observing… … and reporting Dialogue between management and employees

17. Frontstage and backstage

18. The Hosting Code We are smiling and forthcoming – always welcoming our guests We always ask our guests, if they are familiar with the library – and guide them to their destinations We return answers competently, asking clarifying questions enabling us to present spontaneous alternatives and related library services – inspiring our guests We sum up the encounter in order to ensure “customer” satisfaction - and close the encounter with a smile and a kind remark

19. Evaluation We evaluate all initiatives We allways reflect on why, who, how ? Evaluation is the possibility of development, prioritizing and follow-up

20. 92 % receive the assistence they require 89 % indicate that staff is attentive and easily picked out 60 % use the library more often after it became an open library 91 % indicate that the open libraries are user friendly 45 % indicate indifference to the presence – or absence – of staff 35 % prefer to visit the library during staffed hours 75 % feel safe Service and customer satisfaction has improved remarkable since the last study in 2011 National Benchmark Study spring 201 3

21. Værtensklasse 1.0 2011 – 2012 (main library) The staffed opening hours Værtensklasse 2.0 2012 – 2013 (open branch libraries) The staffless opening hours Værtensklasse 3.0 2013 (open branch libraries) Experience and experience design The World Class 2012 – (national competence development) teaching processes in 25-30 municipalities in Denmark- so far World Class projects