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GERMANY:
Inhabitants: 82 million (Queensland: 3 million)
Territory: 357,000 km2 (Queensland: 1,722 million km2)
Hamm
Barbara Lison, Germany
ALIA 2004 Biennial Conference
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StadtBibliothek Bremen
Bremen Public Libraries consist of:
 1 central library
 1 school libraries department
 1 hospital library
 1 prison library
 1 mobile library with 10 stops
 6 branch libraries (adults and children)
 9 children’s libraries (in schools)
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StadtBibliothek Bremen
With less staff higher performance
Staff (Fulltime equivalent)
240
220
200
228,0
180
190,5
160
140
148,5
120
135,5
128,7
100
1981
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1984
1994
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2003
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StadtBibliothek Bremen
2003
Budget:
Service:
Usage:
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Input / Performance
9.7 million Euro (19 million AUS $)
22,000 operating hours in the whole system
670,000 media in stock
1.52 million visitors
(540,000 inhabitants in Bremen)
3.1 million loans
(annual media turnover: 4,6)
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Barbara Lison,
Bremen (Germany)
How German Public Libraries meet
the 21st Century
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Germany
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I will talk about:
1. Conditions and Circumstances for the work of
the German Public Libraries
1.1
1.2
Tasks and Mission
Challenges for Public Libraries
2. Strategies of Change
2.1
2.2
Barbara Lison, Germany
Concept “Library 2007”
Successful Examples of Change Management
in Public Libraries
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Mission of Public Libraries
at the beginning of the 21st century:
 To support:
 To give and guarantee
 media literacy
 information literacy
 lifelong learning
 the overcoming of the
digital divide
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 free access to information
 equal opportunities
 social inclusion
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Tasks of Public Libraries
at the beginning of the 21st century:






offer modern innovative information services
offer a neutral, easy to access and inviting place
promote the values of reading, literature and knowledge
offer both physical and virtual services
help people to navigate in the information jungle
work with high efficiency, related to cost/benefit analysis
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Challenges to Public Libraries
at the beginning of the 21st century
Challenges of the Information Society
Reaction:
Electronic Services and Access Opportunities
Higher Customer Demands
Reaction:
Better Services
Challenges
to the Work of the
Public Libraries
in Germany
Restricted Resources
Reaction:
Higher Efficiency
Little Support of Politicians / No National Co-ordination
Reaction:
More Networking and Better Lobbying
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Chronicle of the Technological Achievements
in German Public Libraries in the Last 20 Years
• 1980s:
• 1990s:
computerised library catalogues (fiches)
OPAC
integrated housekeeping systems,
offline-databases
• mid-90s: Internet-technology,
online-databases,
electronic networks
• 2000ff:
self-service-devices
personalised services
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Since
2002
PISA
is not
a mere
tourist
attraction in
Italy
BUT
it is
Germany’s
Sputnik Shock
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Proportion of pupils who do not read for fun
33 %
42 %
%
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The consequences of the PISA
desaster of Germany were:
sudden high estimation of reading and
literacy competencies by politicians and
business managers
high priority of funding school activities,
research and projects in the educational
sector
BUT ...
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...
Very little Attention was directed
to the benefits
of Public Libraries as
• PROMOTERS of READING and
• DEPARTMENTSTORES of KNOWLEDGE !
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Strategies for Change in
German Public Libraries
Concept “Library 2007”
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„Library 2007“
www.bibliothek2007.de
Barbara Lison, Germany
A Joint Project
of the
Association of the German
Library Organisations
and
the Bertelsmann Foundation
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Objectives of „Library 2007“
 German Union of the Libraries Association and
Bertelsmann Foundation intend to:
• Identify and describe most important optimisation
factors
• Stress and support the key role of libraries within the
educational system
• Create both a professional and a political discussion
about the optimisation potential and the quality of
German libraries
• Initiate a national process of change both for libraries
and national policy
www.bibliothek2007.de
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Components of the Project
Qualitative
Interviews
+
State-of-theArt-Analysis of
German
Libraries
+
International
Best Practice
Analysis
(UK, DK, FIN,
USA, SG)
Strategy Concept „Library 2007“
to be communicated to the main target groups:
Politicians on national and regional level
www.bibliothek2007.de
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Urgent need of optimisation
for German Libraries
in a situation of:
•
•
•
•
•
no strategic integration of libraries into the
educational system
no nationwide development or innovation policy for
libraries
drastic cuts in funding
little innovative co-operative networking
need of enforced professional development
www.bibliothek2007.de
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Conclusion: A National Agency for the
development of libraries is needed !!!
 Objectives:
 intensify the integration
of Libraries into the
national educational and
information policies
 Support the improvement
of customer service of
libraries
 Increase the efficiency of
libraries
www.bibliothek2007.de
Barbara Lison, Germany
 Tasks:
 work out development plan
and strategies for national
library policy
 launch development and
innovation programmes
 assure quality by creating
national standards, oragnising
benchmarking and ranking
processes
 clearinghouse for co-operative
networks
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Strategies for Change in
German Public Libraries
Successful examples of
Change Management in
German Public Libraries
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Performance
Balanced
Score
Card
„To fulfil our
tasks,
how should
we perform
?“
A Balanced Score Card
Approach
for
Change Management
in
German Public Libraries
Staff
„To achieve
our vision,
how should
we deal with
the staff
?“
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Performance
Balanced
Score
Card
„To fulfil our
tasks,
how should
we perform
?“
Customer
Orientation
Staff
„To achieve
our vision,
how should
we deal with
the staff
?“
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From
Customer
Adminstration
To
Customer
Orientation
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Features of customer orientated work:
- Services and stock according to customers needs
- Adequate opening time
- Training for the usage of the library products
- Involvement of users when designing services
- Friendly, well trained staff
- Friendly atmosphere
- Customer Relationship Management
- Quality assurance for customer service
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Würzburg
Public Library
was
German Library of
the Year 2003
because of
highly
customer orientated
services, marketing
and customer
retaining strategies
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Internet courses for women in the atmosphere of a club
Project: FaN =
Frauen ans Netz,
Bremen
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Public Library of Dresden
is
German Library of the Year
2004
because of exceptional
high
activities for young adults
and intensive co-operation
with schools
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Free access to the librarie‘s
homepage for handicapped
Customers alike
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Die e-LernBar der
Zentral- und Landesbibliothek Berlin
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Offer
support
for
Longlife
Learning
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StadtBibliothek Bremen
KUNDENBEFRAGUNG 2001
Wodurch sind Sie auf die Stadtbibliothek Bremen
aufmerksam geworden?
Sonstiges
Hierhin
die Folien überZeitung/Presse
die9%
Eregbnisse
23%
der permanenten Befragung zum Motiv
Internetfür den
4%
Erwerb
von
BibCards
Veranstaltungen
Gruppenführung
3%
5%
Hausprospekt
3%
Barbara Lison, Germany
Mundpropaganda
53%
ALIA 2004 Biennial Conference
Customer
Surveys
help to
improve
the service
32
Performance
Balanced
Score
Card
„To fulfil our
tasks,
how should
we perform
?“
Staff
Orientation
Staff
„To achieve
our vision,
how should
we deal with
the staff
?“
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Jump, Bob, just jump !!!
From
Staff
adminstration
To
staff orientation
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Features of staff-orientated work:
- Continuous professional development scheme
- Staff involvement in strategic planning
- Management by objectives
- Creation of corporate atmosphere and feeling
- Team orientated work
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StadtBibliothek Bremen
Management Team
by Thomas Gordon
Representative of a team
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StadtBibliothek Bremen
Decision Competence
Entscheidungskompetenz und
Aufgabenzuschnitt
Barbara Lison, Germany
Area of Responsibility
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Performance
Balanced
Score
Card
„To fulfil our
tasks,
how should
we perform
?“
Business
Process
Orientation
Staff
„To achieve
our vision,
how should
we deal with
the staff
?“
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StadtBibliothek Bremen
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Elements of innovation in business
processes:
- Reform of public administration
- Budget driven economy - public enterprise
- Mission driven work and products
- Improvement of the efficiency
- Increase of the effectiveness of the resource-input
- Introduction of (Total) Quality Management
- Controlling according to contract based goals
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StadtBibliothek Bremen
Network-Organisation
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Improvement of
Business processes
Major Portal for
Academic and
Public Libraries
with:
• Fulltext databases
• Link-Collections
• Search facilities
• Meta-Search-Engine
• Bibliographic
Resources
Result: Higher Performance in single library
with less costs
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Using co-operative
Services
Is
An integrative
Strategy
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Co-operative Internet-Service of 72 German Public Libraries:
- Link collection by 72 subjects
- Ask-a-Librarian-Service (answer within one working day)
Barbara Lison, Germany
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Performance
Balanced
Score
Card
„To fulfil our
tasks,
how should
we perform
?“
Performance
Orientation
Staff
„To achieve
our vision,
how should
we deal with
the staff
?“
Barbara Lison, Germany
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Not only
athletes
stand on the
victory
landing but
also
Libraries ...
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National Ranking Tool for Public and Academic Libraries
based on the Balanced Score Card Approach
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 Participation of
Public Libraires
 > 100,000 inh.:
35
 50 – 100,000 inh.: 44
 30 - 50,000 inh.: 47
 15 - 30,000 inh.: 47
 < 15,000 inh.:
39
Barbara Lison, Germany
 Target Dimensions
 Customer orientation
(Quality)
 Staff orientation
 Efficiency
 Performance
(Quantity)
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WHAT
HAPPENED TO
THE PUBLIC
LIBRARY?
IT‘S ALL ON
CD-ROM NOW !
Not Wind of Change but Hurricane of
Change
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Only that
what
changes continiously
can last !!!
Thank you very much for your attention!
[email protected]
www.stadtbibliothek-bremen.de
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