BEING THE BEST WE CAN
Key results for public library services
Hobsons Bay Libraries
Self-evaluation and Peer Review Report

December 2012
Contents
Executive summary ........................................................................................................ 3
Introduction ................................................................................................................... 7
Key dates .................................................................................................................. 12
Team involved in the self-evaluation ....................................................................... 12
Summary results .......................................................................................................... 14
Overall ratings .......................................................................................................... 14
Key strengths ........................................................................................................... 14
Key opportunities for improvement ........................................................................ 15
Five-star ratings........................................................................................................ 16
Improvement plan ....................................................................................................... 17
Detailed findings .......................................................................................................... 28
Being The Best We Can: Hobsons Bay Libraries
-2-
Executive summary
Hobsons Bay Libraries commenced the “Being the Best we Can” continuous
improvement program in September 2011. The program has proved itself to be an
ideal complement to the Library Strategic Plan process undertaken in 2012.
Five members of the leadership team attended the Comparing and Sharing forum at
the State Library on the 28th June 2011 and it was formally proposed and agreed to
undertake the program.
The leadership team prioritised three Key Result Areas (KRA) in 2011:
KRA 1 Providing gateways to information, learning and leisure
KRA 2 Building individual skills, capability and wellbeing and
KRA 4 Demonstrating leadership
Given the workloads associated with the Williamstown Library construction and the
Website Redevelopment it was agreed that the remaining KRAs would be completed
at a later date.
A meeting in August outlined the program and its benefits to all staff. An Expression
of Interest recruited the 12 staff members from across all level and service areas.
The KRA teams bring a wide variety of experience and backgrounds.
The preliminary evaluation workshop was held on the 28th September 2011.
Each of the teams met weekly with the group leaders communicating regularly with
the project leader.
Hobsons Bay Libraries are using the Being the Best process to provide valuable
information into the Strategic Plan. It is also seen as a way to celebrate all that we do
and give staff an opportunity to learn more about the library service.
Overall we have assessed that Hobsons Bay for a small metropolitan library service,
is high performing particularly in the community engagement area.
Key highlights and strengths identified for KRA’s 1, 2 & 4 included:

Staff Culture - Is a critical factor in our success. The Fish Philosophy and
training programs such as the Webolution characterise the commitment, fun,
passion and diversity that the staff bring to their core service delivery.

Partnership - The library teams develop great partnerships and endeavour to
work in collaboration with a wide range of community organisations.

Integrated Planning - The annual business planning is embedded into each of
the key Council strategies. The planning processes focus on social inclusion
through the comprehensive Social Planning Tool.

Facilities- The Council recognises and values the achievements of the
Libraries and their reach into the community. It has invested over $16 million
into the Libraries’ physical buildings, technology and equipment in the last six
years.
Being The Best We Can: Hobsons Bay Libraries
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
The Outreach and Community Engagement Manual - A key document guiding
the staff in the how, what, and why of programs, marketing and community
engagement.

Visual Identity - We have a strong identity and branding within the
community.

Programs - Reach a wide cross section of the community with over 24,000
members of the community attending over 2,000 programs, events and
training sessions.

We have significant strengths in several program areas that we believe are
unique:
o Libraries on Location
o Regular bilingual storytimes including Auslan
o A Libraries for All program aimed at breaking down barriers for people
with disabilities

We have significant collection strengths that support specific programs
o Local and Family History collections including Maritime and Railway
History
o An Environment Resource Collection including taxidermied animals
The most significant challenges identified impacting service delivery for KRA’s 1, 2 &
4 were:

Update the website - Currently the website provides basic information for
our services, but it is an older website with no social media presence. This
limits the capacity of the Library to connect with the community in the online
or virtual environment. This ability to interact in a virtual branch has been
identified in the improvement plan.

Develop a comprehensive Digital Services Strategy - This is required to
provide a strong foundation for the improvement of all technology elements hardware, software and Web 2.0

Clarify the purpose and benefits of the Employment and Lifelong Learning
Strategy - Lack of understanding means that there isn’t a consistent message
to the community about lifelong learning programs and initiatives.

Update the Collection Development Policy and Plan - The absence of a
current plan hinders the staff knowledge of why and what we collect.

Develop a better process to capture the trends and changes resulting from
evaluations and feedback - These are stories that are useful to share with all
stakeholders including the staff and the Councillors.

Develop a more comprehensive staff intranet site - This will provide the basis
for sharing “stories”, information and knowledge and to celebrate success.

Audit and develop a staff skills and interest database - This will assist in
targeting short and long term training needs.
Being The Best We Can: Hobsons Bay Libraries
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In October 2012 phase two of Being the Best we Can commenced to complete the
remaining two Key Result Areas in the program:
KRA 3 Developing social capital
KRA 5 Designing, managing and improving systems and processes.
Learning from the experiences of the participants in phase one, an Expression of
Interest was called for looking for a different team of staff to complete the program
as well as two participants from stage one to act as mentors to the second group.
Phase Two’s Team is made up of seven staff and two mentors, working in a variety of
roles and with experience at Hobsons Bay ranging from 20+ years to just two
months.
The preliminary evaluation workshop was held on the 4th October 2012.
The team was split in half to cover the two of the KRAs, meeting fortnightly as
separate teams and as a larger group in the alternate week.
Significant achievements since the completion of phase one of the project were
identified as:

Completion of the website redevelopment, which included the introduction
of social media technologies

Completion of the Library Strategic Plan, which has been approved to go out
for community consultation over the summer

Council approval of the Collection Development Policy, along with the new
Collection Tender Contract

Completion of a draft Digital Services Strategy, draft Marketing Strategy and
the commencement of a Workforce Development Plan

The changeover of shelving staff from casual to permanent part time

The opening of Williamstown Library

The change of Newport’s operating hours to attract commuter traffic to the
train and bus stations
There have also been a number of other, less tangible, improvements relating to
culture and professional development:

11 staff have now completed the Frontline program, with 2 in the final stages
and 2 more working in module 2 of the final round. One meeting has already
been held with the Frontline Team to identify ways of rolling key elements of
the program out to the wider team

A new section has been added to the weekly staff newsletter called “a
training tale” giving the team an opportunity to share professional
development experience, sharing stories through the “bubbles” section is
also a popular part of the newsletter

As the National Year of Reading comes to a close a meeting has already been
held with outreach staff in an attempt to harness the positive energy from
2012 and roll it into 2013 with a new theme for Hobsons Bay “every story has
a reader”
Being The Best We Can: Hobsons Bay Libraries
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Key highlights and strengths identified for KRA 3 & 5 were:

Library places and spaces
o The library re-developments which have seen three new libraries in
the last seven years.
o The flexibility of library spaces

Technology and Innovation
o The introduction of technology and workflows that can support
service delivery in a variety of spaces
o Introduction of the social networking to our marketing opportunities
o Introduction of a Digital Services Team

Community Engagement
o The variety and increased community benefit from our partnerships
o The flexibility of service delivery and programming to extend past the
library walls

Library documentation and processes
o The completion of reviews of critical documentation such as the
strategic plan and collection development policy
o Staff access the training manuals and guidelines at each branch
o Access to ongoing corporate and library training
The most significant challenges consistently identified that impact on service delivery
were:

Keeping up with the increasing demand for access to services - towards a
24/7 service delivery

Keeping up with demand for volunteering opportunities at the library

As the service becomes more dependent on technology – the need to
increased access and flexibility is currently pushing the boundaries of
Council IT Policies.

Keeping the team up-to-date with information and training as the service
develops, hours extend and staffing numbers grow

The ability to accurately, predict and or capture community wants, needs
and interest.
Being The Best We Can: Hobsons Bay Libraries
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Introduction
Libraries for a lifetime – growing our community’s potential.
We are a dynamic inclusive library, connecting people, information and ideas –
anytime, anywhere.
We facilitate and guide access to information, lifelong learning, reading and
recreation.
We inspire, empower and enrich our community through industry leading programs,
collections and service.
The 2012-2105 Library Strategic Plan contains six key strategic themes. Supporting a
new vision and mission they encompass a diverse range of initiatives and endeavours
that will be pursued over the next four years:
1. Community places and spaces
Our libraries offer physical and virtual environments that are accessible and
welcoming to all. We provide spaces and facilities that are easy to navigate, safe
and flexible.
2. Vibrant Collections and Services
We will provide a current and relevant collection in multiple formats that
responds to the information and recreational needs of our community books/magazines; digital collections; community languages; specialist collections
3. Technology and Innovation
We will lead in technology and innovation, enabling community members to
participate fully in the digital world. We will provide free digital access, support
and training to community members, maximising accessibility through the
creative use of emerging technologies.
4. Lifelong learning
We will inspire and empower our community to be active lifelong learners by
creating, promoting, advocating and connecting people to diverse and rich
learning opportunities
5. Vibrant Collections and Services
We will provide a current and relevant collection in multiple formats that
responds to the information and recreational needs of our community books/magazines; digital collections; community languages; specialist collections
6. Vibrant Collections and Services
We will provide a current and relevant collection in multiple formats that
responds to the information and recreational needs of our community books/magazines; digital collections; community languages; specialist collections
Being The Best We Can: Hobsons Bay Libraries
-7-
Hobsons Bay is situated on Port Phillip Bay, 10 kilometres west of Melbourne CBD
and covers 66 square kilometres. The neighbourhood character ranges from inner
urban to new suburban.
Hobsons Bay Libraries were formed in 1994 when the former cities of Williamstown
and Altona merged. The Libraries sit comfortably within the Community Services
Directorate alongside the Community Development, Community Care (Aged
Services) and Family, Youth and Children’s Departments.
Hobsons Bay Libraries has five branches. After a comprehensive facilities and
services review in 2001, Hobsons Bay City Council embarked on a building renewal
program to create more accessible and spacious library facilities.
In 2003 the library developed a visionary Strategic Plan where the Council approved
the concept of a specialised theme for each branch. Over the past nine years,
collection strengths and specialist centres which reflect the community character
have been established:

Altona – EnviroCentre

Altona Meadows – Lifelong Learning

Altona North – Learning and School Liaison

Newport – proposed Youth Services/ MCH/ Seniors facility to co-locate with
the library, potentially creating an inter-generational hub

Williamstown – Local History and Heritage
Figure1: Branch locations
Being The Best We Can: Hobsons Bay Libraries
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Altona Meadows Library and Learning Centre ($4.2 million) was the first new library
to be completed at Central Square Shopping Centre in 2006.
Altona North Community Library ($4.8 million) opened in March 2010 increasing the
number of physical libraries from four to five. Prior to then the Altona North
community did not have a library branch at all.
Williamstown Library ($8.1 million) opened in September 2012. The new library is
twice the site of the previous building and its state of the art facilities provide
increased accessibility not just to library customers but also to visitors to the historic
Williamstown Town Hall.
Each redevelopment has emphasised the creation of a comfortable, welcoming third
place for the community.
In addition, the library website was redeveloped and launched in mid 2012. It was
constructed to include Web 2.0 interactive elements and is supported by a team of
staff, to become the Library’s sixth branch.
The Libraries take pride in developing innovative partnerships. The opening of the
UCAN Café at the Altona North Community Library is a great example of the library
service taking the lead in a Council partnership to benefit the community.
UCAN Cafe is a social enterprise operated by Yooralla. The Cafe provides
employment for 11 young people with disabilities.
Other formal partnerships include Volunteer West, Bayside College, CityWest Water,
Deakin University and Victoria University.
Staff Snapshot
Hobsons Bay Libraries employs 75 staff. These include:

21 Full time

31 part time

15 casual

8 shelvers
21 staff are qualified Librarians eligible for membership of ALIA (13 single degree; 8
dual degree)
8 staff are currently studying for degrees or graduate diplomas in Information
Management
6 staff are qualified Library Technicians
22 staff are degree qualified from a variety of disciplines.
All permanent staff have access to the generous Council Study Assistance Program.
Being The Best We Can: Hobsons Bay Libraries
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Community Snapshot
Population and Neighbourhood Character
The Hobsons Bay population has been relatively stable over the past decade but
recently has begun to increase due to medium density housing developments. The
current population is estimated to be 88,000 (2010) (Source: Australian Bureau of
Statistics, Census of Population and Housing; Estimated Resident Population).
The neighbourhood character ranges from inner urban with small blocks to suburban
with medium to large blocks.
The city has a range of industrial complexes which contribute significantly to the
Victorian economy but the city also has an abundance of open space with a
substantial bike trail network with public art and 23 kilometres of rejuvenated
coastal reserves. The diversity in environment ranges from the riverside along The
Strand at Williamstown in the east to the Cheetham Wetlands at Seabrook and
Altona Meadows in the west
Age Structure
The age profile of Hobsons Bay is relatively older than the western metropolitan
region as a whole. Hobsons Bay has a lower proportion of children, young people
and younger adults (0-34 years) and a higher proportion of residents aged 60 years
and over.
Of particular note was the loss of residents in the age groups that make up young
families. The largest growth was among those aged 35-59 and there was also an
increase in residents over the age of 60 years. This ageing of the population is
consistent with state and national trends (Source: Australian Bureau of Statistics,
Census of Population and Housing).
Cultural Diversity
Approximately 30 per cent of residents in Hobsons Bay were born overseas, which is
on a par with metropolitan Melbourne and just over one in five residents has a nonEnglish speaking background (Source: Australian Bureau of Statistics, Census of
Population and Housing).
A total of 3,516 new residents arrived in Hobsons Bay from overseas between June
2006 and June 2011. The main countries of birth are India, Burma, China, Philippines,
United Kingdom, Lebanon and Thailand.
Residents who arrived for humanitarian reasons primarily came from Burma,
Thailand and Ethiopia. The highest number of skilled migrants came from India,
China, Philippines and United Kingdom. Family stream arrivals mainly came from
India, Lebanon, China, the Philippines and the UK (Source: Department of
Immigration and Citizenship, Settlement reports).
Hobsons Bay has a small number of Indigenous residents (333 at the 2006 census).
Just over 40 per cent of our Indigenous population is under 20 years of age.
Being The Best We Can: Hobsons Bay Libraries
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Collections
Hobsons Bay has a relatively young collection with nearly 70% less than five years
old. The Collection Policy, whilst out of date, is customer responsive with a strong
customer request policy that purchases over 90% of all requests. The audio visual
collection features many popular TV series and movies.
Shelf ready purchasing with branch deliveries commenced in July 2011 improving
turnaround times from around 30 days down to 10-12 days.
Hobsons Bay Libraries was one of the first libraries in Victoria to adopt Radio
Frequency IDentification (RFID) self service technologies to improve customer
service choices. RFID was installed in 2006 with the redevelopment of the Altona
Meadows Library and Learning Centre.
With the completion of Williamstown Library, Hobsons Bay now has 11 RFID self
serve terminals carrying an average of 80% of all loans and available in nine
languages.
Key Performance Indicator
Result
Coverage:
66 Sq km
Number of branches and locations:
5 Branches (Altona, Altona Meadows, Altona North,
Williamstown, Newport)
Opening hours (total per week):
265
Population served:
88,000
Membership:
48,000 (approximate due to PC booking system authentication issues)
Visitation:
589,638 Lower usage in 2010/2011 due to temporary library at
Circulation:
984,861 Lower usage in 2010/2011 due to temporary library at
Collection size:
189, 590 physical items
Average age of collection:
Under 5 years: 65%
Williamstown
Williamstown
5-10 years: 14%
Over 10 years:21%
Staffing:
Budget:
Funding per capita:
Being The Best We Can: Hobsons Bay Libraries
Full Time: 18
Part Time: 32
Casual: 13
Shelving: 17
Total: 80 (approx)
Staff: $3,100,000 (including oncosts)
Resources: $630,000
Capital works: 2011/2012: $2.425 million
Operational only: $35.23
Operational and capital: $70.00
- 11 -
Key dates – Phase 1
Date
Activity
28th Sept 2011
Preliminary evaluation workshop
7th February 2012 Peer review visit
29th March 2012
Present feedback to stakeholders and staff
Key dates – Phase 2
Date
Activity
4 Oct 2012
Preliminary evaluation workshop
11 Dec 2012
Peer review visit
1 Feb 2013
Present feedback to stakeholders and staff
Team involved in the self-evaluation
PHASE ONE – FEBRUARY 2012
Project Manager

Allison Hadfield former Coordinator Library Services
KRA 1: Providing gateways to information, learning and leisure
 Kirri Shanks (KRA Leader)
 Sarah Lavelle
 Lisa Hogarth
 Mei Wong
KRA 2: Building individual skills, capability and wellbeing
 Amanda Peckham (KRA Leader)
 Andrew Ruhl
 Ellen Fischer
 Adele Aykens
KRA 4: Demonstrating leadership
 Karen Vardon (KRA Leader)
 Rosemary Clark
 Tracie Fairchild
 Renita King
Being The Best We Can: Hobsons Bay Libraries
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PHASE TWO – DECEMBER 2012
Project Manager

Joanne Smith, Coordinator Library Services
KRA 3: Developing Social Capital
 Fran Nicolo (KRA Leader)
 Katie Dawson
 Hilary Coleman
KRA 5: Designing, managing and improving systems and processes
 Jodie Flood (KRA Leader)
 Aurora Aylward
 Michael Lang
 Sarah Nailon
Mentors
 Kirri Shanks
 Karen Vardon
Peer reviewers


Jenny Mustey - Coordinator Library Services, Shire of Campaspe
Dianne Panjari – Coordinator Library Services, City of Stonnington
Being The Best We Can: Hobsons Bay Libraries
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Summary results
Overall ratings
The overall results of the self-evaluation for the five key result areas are:
Key result areas
Self rating
Peer rating
1. Providing gateways to information,
learning and leisure
1/2
 1/2
2. Building individual skills, capability and
wellbeing
1/2
1/2
3. Developing social capital
1/2

4. Demonstrating leadership


5. Designing, managing and improving
systems and processes


Total



Key Strengths – Phase One






Working in collaboration with the community to develop great partnerships.
Programs and events – relevant, focussed, non-traditional and well attended
Long opening hours across five sites seven days per week.
A positive staff culture with staff who are dedicated and flexible, working across
all sites.
The Outreach Manual
An integrated planning approach
Key Opportunities for Improvement – Phase One
 completed

Incorporate social media into the suite of customer interactions.


Develop a Digital Services and Technology Strategy.
draft completed
Increase staff awareness and training on the Employment and Lifelong Learning
Strategy and Database.


Review and update the Collection Development Policy and Plan.
completed
Create a staff intranet to build knowledge, to share “stories” and celebrate


success.
 commenced & ongoing
Being The Best We Can: Hobsons Bay Libraries
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
Develop a Library Community Engagement Strategy to underpin the Outreach
Manual and the wide range of programs and partnerships.
Key Strengths – Phase Two






The ongoing schedule of library re-development projects
The value placed on supporting social connections and providing accessible
services
The flexibility of sites to adapt to programs and activities
The flexibility of our staff to be able to take services outside the library walls.
The guidelines manual
The strong virtual presence
Key opportunities for improvement – Phase Two





Improve the consistency of message and the library “brand” through consistent
signage.
Supporting the extension of services (towards 24-7) through innovations in
technology
The opportunity to harness community interest in volunteering with libraries
Survey users more to find out what they want and need
Make better use of technology to make communication faster, smoother and
more engaging for both customers and staff
Peer Review comments and overall rating -4 Star
Hobsons Bay undertook the Being the Best program in two stages. Peer
Reviewers visited in February 2012 to review KRAs 1,2 and 4. They were very
impressed with the achievements of the library service and particularly the
commitment and enthusiasm of the staff. They awarded Hobsons Bay 3.5 stars.
In December 2012 the reviewers returned to assess KRAs 3 and 5. Again they
were impressed by the energy and enthusiasm and the commitment to their
community on the part of the staff. They awarded Hobsons Bay 4 stars for each
of the remaining KRAs and, in view of this and the improvements in the other
three areas which had been implemented during the year, upgrade the overall
rating to 4 Star. Hobsons Bay is only the second library in Victoria to achieve this
rating.
The Peer Reviewers were particularly impressed with the thorough and detailed
presentations provided by the Hobsons Bay staff. It was clear that a large
number of the staff had participated enthusiastically in the process and had
learnt a lot in the process.
Being The Best We Can: Hobsons Bay Libraries
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Five-star ratings
The Framework applies a five-star rating system to indicate the quality of library
service performance.
Star rating
Description

Outstanding delivery of core and a range of enhanced services.
Excellent.
World-class.
Sector-leading and worthy of wider dissemination.

Major strengths.
High standard of provision.
Any weaknesses do not impact on users’ experience.

Important strengths that have a positive impact.
Weaknesses do not have substantial adverse effect.
Weaknesses are recognised and action is being taken to improve.

Satisfactory provision of core services.
A few strengths and examples of good practice.
Weaknesses have some adverse effects on some users.

Limited range of services or weaknesses in a core service.
Weaknesses have a significant impact on the quality of the users’
experiences.
Planned action required for improvement.
Being The Best We Can: Hobsons Bay Libraries
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Improvement plan
The improvement recommendations from the evaluation were reviewed and prioritised, resulting in the following improvement plan.
Action
Responsibility
Target completion date
Progress
KRA 1: Providing gateways to information, learning and leisure
 LOTE review
completed
1.1

Review and promote the special
collections inc. Auslan, Literacy,
LOTE and ERC.

Regular catalogue maintenance

Development a statement of
significance for Local History
Collection


Develop a staff refresher training
on Local History Collection and
relevant technologies
June 2012
Co-ordinator Collections
June 2012
Co-ordinator Branch and History –
Williamstown
December 2012
 Stocktake planned
for 2013
Local History team
September 2012
o EnviroCentre review
scheduled
Co-ordinator Branch and Learning Liaison

Creation of new website with
discovery layer and social media
capabilities.
 Training on
Heritage Room
completed
o Class Visits to be
reviewed Dec-Jan
for 2013 school
year
Co-ordinator Library Services

July 2012
Investigate the suitability of class
visit formats to ensure relevancy
with changing curriculum content
1.2
 Weeding program
developed
Co-ordinator Collections
Co-ordinator IT Systems and Support
Ability for customers to access their
Being The Best We Can: Hobsons Bay Libraries
March 2012
February 2013
 Website launched
July 2012
o Roll out of online
payments on
- 17 -
Action



Responsibility
Target completion date
financial details.
Co-ordinator Digital Services and
Innovation
December 2012
Investigate Smart Phone
application for the Library Service.
Library Leadership team
December 2012
Investigate current overdue and
reservation reminder notification
(e.g. Library Elf, SMS notices,
advance courtesy notices of
overdue items).
Develop a process to capture and
record verbal customer feedback.

Develop a plan to increase enewsletter subscribers.

Develop an audio format for the enewsletter to increase access

Utilise the staff intranet to enable
community bus bookings.

Undertake staff training skills audit
and develop a program based on
these results

Undertake a review of the
induction process

Further investigate opportunities
for staff to rotate through different
branches and positions.
July 2012
Library Leadership team
Progress
schedule
 SMS alerts
investigated but
currently not
suitable
June 2012
Co-ordinator Programs and Marketing
Co-ordinator Digital Service and Innovation
December 2012
 Library Elf referred
to customers
Co-ordinator Library Services
February 2013
Co-ordinator Learning and Engagement
June 2012
o Capturing &
sharing of verbal
feedback
improved during
2012
1.3
Co-ordinator Library Services
July 2012
Co-ordinator Library Services
April 2012
Leadership Team
April 2012
Being The Best We Can: Hobsons Bay Libraries
o 2 skills surveys
completed in 2012,
3rd on technology
planned for Feb
2013
o Induction Review
commenced
 Increased EoI,
acting & rotations
offered during 2012
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Action
Responsibility
Target completion date
Progress
KRA 2: Building individual skills, capability and wellbeing
2.1






Develop a staff awareness
campaign of the Education,
Employment and Learning Strategy
2009-2011 and Community
Learning Portal.
Implement new technologies within
the new website particularly social
media.
Implement targeted marketing for
commercial use of meeting rooms.
Recruit and train volunteers and
increase opportunities for lifelong
learning e.g. LOTE home library
patrons
Review Community Language
Collection investigating its
relevancy to new and emerging
communities.
Complete the Libraries Strategic
Plan for adoption by Council
Co-ordinator Learning and Community
Engagement
March 2012
Co-ordinator Library Services
April 2012
Co-ordinator Learning and Community
Engagement
July 2012
Co-ordinator Learning and Community
Engagement
Ongoing
Co-ordinator Collections
September 2012
Manager Libraries
April 2012.
2.2

Develop a comprehensive Digital
Services and Technology Strategy
to support the new website and
extend the libraries into the virtual
environment including:
Co-ordinator Digital Services and
Innovation
Being The Best We Can: Hobsons Bay Libraries
February 2013
 Facebook, Twitter
and YouTube rolled
out with website.
o Volunteering
opportunities listed
on new website,
none currently
suitable for HL
selections
 Community
Language Review
completed in draft,
to be finalised &
implemented 2013
 Library Strategic
Plan completed –
seeking Council
approval for public
consultation in
December 2012
 Draft Digital
Services Strategy
completed
 Website now
- 19 -
Action
o
o
o
o
o
Responsibility
Target completion date
online
Facebook
Twitter
Blogs
Ask a librarian online chat
Ability for customers to access
financial details to see current
balances
Online payment of library fees (fines,
printing & photocopying credit)
Cover images on library catalogue
Ability for customers to share
reviews
Ability for customers to make wish
lists of items to borrow
Web-streaming or podcast of
storytimes rhyme time, and author
talks.
Virtual tours of facilities (branches,
and meeting rooms)
o
o
o
o
o
o
Progress
 Facebook
 Twitter
o Online payments
coming soon
 Cover images
available on
catalogue
 Reviews &
favourite tagging
available
 Virtual Tours
completed
 Welcome
Brochures available
via web including
audio
o New members section with
information from welcome
2.3

Undertake a review of the book
group collection, including records,
statistics and marketing.

Encourage more staff participation
and awareness of the Williamstown
Literary Festival.

Co-ordinator Collection
September 2012
Manager Libraries
April 2012
Leadership team and lead by Co-ordinator
Collections
June 2012
Co-ordinator Programs and Marketing with
Update the Collection Development
Frontline Team
policy.
Being The Best We Can: Hobsons Bay Libraries
Ongoing
o Book Group
review scheduled
for 2013
 Updated
Collection
Development Policy
approved via
Council
 NYOR “currently
- 20 -
Action

Nurture a reading culture from
within.
Being The Best We Can: Hobsons Bay Libraries
Responsibility
Target completion date
Progress
reading badges”
very successful –
to be rebranded for
2013
- 21 -
Action
Responsibility
Target completion date
Progress
KRA 3: Developing social capital
3.1

Develop staff training to re-connect
with staff regarding Community
Engagement, programs, outreach
and resources
Co-ordinator, Community Learning and
Access
July 2013

Participate in the planning for a
Inter-generational Community Hub
at Newport
Manager, Libraries
2015
Working Group
developed

Develop a plan to improve
consistency of signage across all
sites.
Co-ordinator, Operations
Commence 2013
Co-ordinator, Marketing
Complete with
Newport 2014-15
Site inspections
completed
Project plan being
developed
3.2

Investigate opportunities to move
to a 24/7 service delivery model

Investigate options to expand
service delivery outside physical
branches & traditional services:
Co-ordinator, Digital Services
July 2013
Leadership Team
Dec 2013
o Mobile, shop front, pop-up
or station branches
o Expansion of existing
outreach e.g. Living Library
Being The Best We Can: Hobsons Bay Libraries
- 22 -
Action


Responsibility
Identify opportunities to participate
in more peer to peer programs
Leadership Team
(internally and externally)
Improvement of reflection and
evaluation processes – to create a
cycle of continuous learning and
improvement
Target completion date
Progress
Feb 2013
Leadership Team
Dec 2013
July 2013
3.3

Review MOU with volunteer
Volunteer West
o Improve community
awareness of volunteer
opportunities available with
Libraries, Council and via
Volunteer West
o Increase the opportunity for
volunteers to participate in
the delivery of
events/programs
Co-ordinator, Community Learning and
Access

Investigate community art @
Williamstown gallery
Co-ordinator, Community Learning and
Access
July 2013
Co-ordinator, Marketing
Co-ordinator, Williamstown Library and
Digital Content
Being The Best We Can: Hobsons Bay Libraries
January 2013
- 23 -
Action


Develop a marketing strategy to
improve marketing links between
facilities, collection, technology and
library “presence” within the
community
Review and evaluate current
partnerships and related
programs/activities
Responsibility
Target completion date
Progress
Co-ordinator, Operations
Co-ordinator, Marketing
March 2013
Co-ordinator, Community Learning and
Access
Being The Best We Can: Hobsons Bay Libraries
July 2013
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Action
Responsibility
Target completion date
Progress
KRA 4: Demonstrating leadership

Further develop the staff intranet and online
communication tools.
Co-ordinator Library Services
February 2013
 Training Section
added to weekly
staff news

Develop a policy to support the increased
promotion of professional development
opportunities for staff.
Leadership Team
June 2012
o Investigation of
Yammer as a tool
4.1

Undertake a review of staff communication
workflows.

Develop a template to evaluate and share results
at the end of each project.
4.2



Develop and Implement a Community
Engagement Strategy.
Undertake a review of Newport opening hours in
relation to the Newport facility redevelopment.
Senior Leadership team
March 2012
All key project leaders
June 2012
Co-ordinator Learning and
Engagement
March 2013
Manager Libraries
July 2013
Leadership Team
Celebrate and share community engagement
success stories with staff.
In the next three
months
4.3

Schedule regular staff refresher training.

Develop and implement a process for recognising
staff training needs in both the short term and
long term.

Develop a staff skills database
Being The Best We Can: Hobsons Bay Libraries
Co-ordinator Library Services
with the
Leadership Team
March 2012
o Staff
communication
improvements
continue – through
working group
 Newport opening
hours changed from
1st NOV 2012
 Celebrating success
through the weekly
e-news “bubbles”
 Training now
directly follows
each staff meeting
for branch & service
area refreshers
o Skills audits &
reviews capture
training needs
- 25 -
Action
Responsibility
Target completion date
Progress
KRA 5: Designing, managing and improving systems and processes
5.1
Develop new fresh ways to engage staff
through Wikis, Tutorials etc.
Digital Services Team
July 2013
Ongoing
Improve staff response time to guidelines
RAD Coordinator
Need for staff intervention when
guidelines not followed
All service area Coordinators
Ongoing
Remote and immediate electronic access
of all Guidelines
RAD Coordinator and Digital Services Team
February 2013
Online Services Coordinator
Collections Coordinator
Ongoing
Leadership Team
Ongoing
5.2
Lobby digital content suppliers to improve
access and licensing issues relating to
content such as eBooks, downloadable
audiobooks, music downloads.
Improve methods of idea gathering and
dissemination to better position ourselves
to determine future and changing needs.
Being The Best We Can: Hobsons Bay Libraries
- 26 -
Action
Responsibility
5.3
Coordinator Programs and Marketing
Gather more community feedback online
Online Marketing Librarian
Coordinator Library Services
Gather more staff feedback online
Target completion date
Progress
March 2013
June 2013
Online Marketing Librarian
Leadership Team
Coordinator Programs and Marketing
Customer/Community wants Surveys
Coordinator Learning and Community
Engagement
Regular Library Specific Staff Satisfaction
Survey
Manager Libraries
Being The Best We Can: Hobsons Bay Libraries
July 2013
April 2013
- 27 -
Detailed findings
Key result area 1: Providing gateways to information, learning and leisure
1.1 Sufficiency, range and suitability of resources
Library service rating
4
Reviewer’s rating
1/2 3.5
To what extent is this theme a strategic imperative for this library service?
At Hobsons Bay Libraries our collections are tailored to suit not only the local area, but also the needs of our community.
What we do
Evidence
Strengths
COLLECTIONS
1.1.1 Print collections
Special Collections
1.1.1 Print collections
1.1 Welcome brochure
LOCAL HISTORY
Our print collections contain books in
standard and large print format.
1.1 Cataloguing specifications
Our rare books, our master
microfilm of 'the Williamstown
Advertiser' and the Altona local
history collection: videos, oral
histories and the City of Altona
photos and ephemera. The Local
History Collection is now of
national importance because our
Prime Minister chooses to live
here!
The Junior collection consists of board
books, picture books, readers, fiction
(standard and large print), non-fiction,
graphic novels, and periodicals.
The Teen collection consists of fiction
(standard and large Print), graphic
novels, non – fiction, literacy books,
Zines and periodicals.
The adult collection consists of fiction,
and non Fiction books, literacy books
and kits (including IELTS), biographies,
graphic novels, newspapers, magazines
and library journals.
Hobsons Bay holds several special
collections See 1.1.3
1.1 HBL feedback form info
2012-11
1.1. Library collections budget
figures
1.1. Materials budget by stats
code 2011-12
1.1. Materials retention and
weeding 2006
1.1.Specifications for selection
1.1. Why have a collection
development plan
1.1.1 2007 Broad overview
selection
1.1.1 Annual stats 1011
Formatted
Being The Best We Can: Hobsons Bay Libraries
Local History kits for
Williamstown, Altona and an Our
Indigenous History are available
through our website
Areas for improvement

Review and promote the special
collections inc. Auslan, Literacy,
LOTE and ERC.

Regular catalogue maintenance

Development a statement of
significance for Local History
Collection

Develop a staff refresher training
on Local History Collection and
relevant technologies

Investigate the suitability of class
visit formats to ensure relevancy
with changing curriculum content
ROVING COLLECTION
The items in the Roving collection
are items that are in the process
of being withdrawn out of the
- 28 -
Key result area 1: Providing gateways to information, learning and leisure
1.1 Sufficiency, range and suitability of resources
Library service rating
1.1.1 Library trends and
statistics borrower
1.1.1 Example feedback
1.1.1 Feedback example 2
1.1.1 LP profile AN
4
Reviewer’s rating
1/2 3.5
main collection, but still
accessible to all library members.
This allows institutions access to
the collection without
replacement fees for lost or
damaged items.
1.1.1 AN profiles
1.1.1 Selection of library
materials
1.1.2 Electronic Collections
The Library provides access to recreation
and knowledge with DVD’s and music
CD’s for children, teens and adults as
well as collections in 6 community
languages.
Audio books are currently provided in 3
different formats which are: compact
disk, playaways, and audio downloads
provided through Bolinda.
Hobsons Bay libraries subscribes to a
total of 30 online databases to help
meet the information and recreation
needs of our community. These cover
areas such as books and reading,
genealogy, tutoring, children’s, craft,
newspapers (English and LOTE), Science,
IELTS, business and computers.
1.1.2 Electronic Collections
1.1.2 Database monthly
stats1011
1.1.2 Database subscriptions –
2011
1.1.2 Interview notes with Ellen
Fisher re electronic database
collection
1.1.2 List of databases
Statistics for usage – frequently
used (Library Trends & Statistics,
and Annual Stats) See 1.1.1
Customer feedback See 1.1
Materials budget by Stats code
See 1.1
Being The Best We Can: Hobsons Bay Libraries
FULLY SHELF READY DELIVERIES
- 29 -
Key result area 1: Providing gateways to information, learning and leisure
1.1 Sufficiency, range and suitability of resources
1.1.3 Special Collections

COMMUNITY LANGUAGES
We have collections in:
Library service rating
Request for purchase guidelines
See 1.1.1
Collection development policy
See 1.1.1

Arabic

Chinese

Croatian

Greek

Italian

Maltese
1.1.3 LOTE collection plan
Altona North

Polish
1.1.3 LOTE 2010

Vietnamese.
1.1.3 LOTE languages
1.1.3 Special Collections
Community Languages
1.1.3 CALD development policy
1.1.3 LOTE development plan
4
Reviewer’s rating
1/2 3.5
At the start of the 2011 financial
year the Library moved over to
fully shelf ready deliveries for all
books and Audio Visual materials.
Each branch (except for the
Williamstown temporary branch)
receives weekly deliveries,
reducing turnaround times,
particularly for customer
requests.
These collections include fiction
1.1.3 LOTE selection profile
and non fiction books, DVD’s,
CD’s, magazines and newspapers.
Bulk loans of LOTE items can be
ordered through our interlibrary
loan service.
We house a stack collection of
Portuguese books acquired
through State Library funding for
minority collections
LOCAL HISTORY AND MARITIME
HISTORY
1.1.3 Local History & Maritime
Being The Best We Can: Hobsons Bay Libraries
- 30 -
Key result area 1: Providing gateways to information, learning and leisure
1.1 Sufficiency, range and suitability of resources
Our history collections focus on
the history of the Hobsons Bay
area, Victoria and Australia. The
collection is divided into
specialist subject areas which
are: Maritime, Railways, Local
History, Australiana, Military,
Family History, Indigenous,
Council, and a legacy collection
which includes rare books.
Information is available in a
variety of formats including:
online, hardcopy, microform and
digital. We also offer an array of
classes, both formal and
informal, a specialist enquiry and
assistance service, and a flexible
and responsive family history
group.

ENVIRONMENTAL RESOURCE
COLLECTION
A range of resources both
reference and for loan,
comprising:
local field guides
conservation manuals,
environmental reference
materials,
Council publications;
Library service rating
4
Reviewer’s rating
1/2 3.5
History
See 1.1 Welcome brochure May
2011
2010/2011 Program stats
(training numbers, and Family
History group) See 2.1.1
1.1.3 Local history collection
photographs
1.1.3 September family history
Environmental Resource
Collection
TAXIDERMIED ANIMAL – A
collection of local fauna
1.1.3 Information from website
The Environment Resource
Centre houses a very unique
collection of animals local to the
municipality which have been
taxidermied. The collection may
be borrowed for educational
purposed by council staff such as
rangers.
1.1 Welcome brochure
1.1.3 2010/2011 Program
statistics for events and
showerhead exchange program
See 2.1.1
1.1.3 Environment Resource
Centre Wildlife Collection
Being The Best We Can: Hobsons Bay Libraries
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Key result area 1: Providing gateways to information, learning and leisure
1.1 Sufficiency, range and suitability of resources
Industry Environment
Improvement Plans
Information about local Friends
Groups.
Taxidermied local animals.
Facilities for recycling items
including Corks & Printer
Cartridges.
Library service rating
4
Reviewer’s rating
1/2 3.5
Details
1.1.3 Environment Resource
Centre handover notes
1.1.3 Environment Resource
Centre Wildlife Permit
1.1.3 Environment Resource
Centre opens
CityWest Water showerhead
exchange outlet

ROVING COLLECTION

Providing books, mainly large
print, but also non-fiction picture Roving Collection
1.1.3 Roving Collection
type books, junior items and
magazines to institutions through 1.1.3 Roving Collection Users
the home library service.
1.1.3 Roving Collections Letter
BOOK CLUB SETS
Hobsons Bay Libraries has a
collection of 108 Book Group
sets. 10 copies of each title per
set.
Book Club Sets
1.1.3 Book Group –
Maribyrnong Library Books
A $34.00 hire charge applies to a
book group set.
1.1.3 Book group discussion
notes
New titles are added yearly with
input from registered groups.
1.1.3 Book Group information
from website including titles
Reciprocal borrowing
arrangements with Maribyrnong
Library Service provide access to
1.1.3 Book Group Titles and
booking calendar
Being The Best We Can: Hobsons Bay Libraries
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Key result area 1: Providing gateways to information, learning and leisure
1.1 Sufficiency, range and suitability of resources
Library service rating
4
Reviewer’s rating
1/2 3.5
an additional 70 titles.



CHILDRENS RESOURCES
The children’s team has access to
Children’s Resources
a collection of Big Books and
delicate materials such as pop-up 1.1.3 C&Y resources1
books as well as puppets and
1.1.3 C&Y resources2
other story-time props.
1.1.3 C&Y resources3
REFERENCE AND BIG AND
BEAUTIFUL
Reference and Big and Beautiful
Each branch of Hobsons Bay
1.1.3 Big and Beautiful photo
Libraries has a not for loan
reference collection.
1.1.3 Big and Beautiful
discussion notes
Altona North has a collection of
“Big and Beautiful” books.
1.1.3 Big and Beautiful titles
Beautiful but expensive fashion
and art books which fall outside
of our customer’s price limits for
the general collection but greatly
enhance the collection; this
collection is Not for Loan.
LITERACY
The three larger branches have
collections for those learning
English as a second language
consisting of kits such as IELTS,
and also those learning to read,
or who have difficulty reading.

Literacy collection
Membership brochure See 1.1
1.1.3 Altona North Collections
AUSLAN
Being The Best We Can: Hobsons Bay Libraries
- 33 -
Key result area 1: Providing gateways to information, learning and leisure
1.1 Sufficiency, range and suitability of resources
We have a small collection of
resources to support Auslan
language, including dictionaries
and instructional DVD’s and
children’s stories presented in
Auslan available on DVD and cdrom. We hold regular Auslan
storytimes as part of our
Community access program.
Library service rating
4
Reviewer’s rating
1/2 3.5
AUSLAN
1.1. 3 List of Auslan titles
1.1.4 Computer/internet access


Wireless internet access at all
branches (except the temporary
Williamstown library).
A total of 54 computers available
across the branches for public
access including adaptive and
children’s PC’s.
1.1.4 Computer/internet access
Please see 1.2.4 Arrangements
for access - Technology
Please see 1.2.4
Arrangements for access –
Technology
1.1.5 Selection of items

Items are supplied shelf-ready
from contracted suppliers.

Suppliers use collection profiles
and standing order lists to
1.1.5 Selection of Items
1.1.5 Adult Non Fiction Standing
Being The Best We Can: Hobsons Bay Libraries
- 34 -
Key result area 1: Providing gateways to information, learning and leisure
1.1 Sufficiency, range and suitability of resources
provide items for collection.

Library service rating
1.1.5 Cataloguing specifications

Staff Suggestions.

When reservations on items
reach certain levels (2 for books,
6 for Audio Visual) extra copies
are purchased for the collection.
1.1.5 Customer request
guidelines
INTER LIBRARY LOANS
Reviewer’s rating
1/2 3.5
order
Customers are able to request
items for the collection, which
are then assessed against the
collection guidelines.

4
1.1.5 Junior DVD Standing order
1.1.5 Processing specifications
1.1.5 Customer requests Feb08
1.1.5 Item Request Form
1.1.5 ILL information from
website
Are available through Library links 1.1.5 Monthly ILL Statistics
Loans are generally for 8 weeks. A report
date is included on the stockitem
(1 week before expiry) to allow a
renewal to that date, also taking
into consideration return time.
Specifications for Selection
2011/12 See 1.1
1.1.5Library Link Brochure
2010/2011 Annual Statistics
Formatted – ILL numbers
See 1.1.1
Being The Best We Can: Hobsons Bay Libraries
- 35 -
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating
Notes from February 2012:
Rating  1/2
 Hobson’s Bay has a good collection which is designed to meet the needs of its community. It is a very new collection with a high proportion of items
less than 5 years old. There are materials in 8 relevant community languages and self-check machines also have instructions in the languages.
 Reviewers were impressed with the specialised collections – environmental, local history, taxidermied animals, Big and Beautiful
 Bookclub sets are extensive and well-used.
 Reviewers perhaps needed more time to drill down to examine the evidence to examine how the collections are used. Turnover rate is 5.4
compared with Victorian average of 5.0.
Reviewed in December 2012:
Peer reviewers noted that most of the actions detailed on the Improvement Plan had been implemented.
Being The Best We Can: Hobsons Bay Libraries
- 36 -
Key result area 1: Providing gateways to information, learning and leisure
1.2 Arrangements for access
Library service rating
3.5
Reviewer’s rating
1/2 3.5
To what extent is this theme a strategic imperative for this library service?
As part of our mission statement at Hobsons Bay Libraries we have identified a need to focus on increased opportunities and social support for all in
Hobsons Bay. We demonstrate this by the way in which we make arrangements for access to our resources.
What we do
Evidence
Strengths
Areas for improvement
1.2.1 Opening hours
1.2.1 Opening hours
Food For Fines
Creation of new website with access to;

Five branches are open a total of
265 hours, 7 days per week.
1.2.1 Door count stats
Computer bookings See 1.2.4

Four branches open to 8.00pm
Monday to Thursday and 6.00pm
Friday.
Loans Annual stats 1011
Formatted See 1.1.1
In 2009 the library initiated a
food for fines program in the 4
week period leading up to
Christmas that allowed members
to donate non-perishable food
items to clear their fines. The
food items supported the
Emergency Relief Food Agencies
in their Christmas appeal.
In 2010 Council approved this as
an annual program.
In 2009, the library waived a total
of $5,512.90 in overdue fees with
1283 food items received and
$3,472.75 fines paid for in cash.
In 2010 the libraries waived
$7,239.75 in fees with 1956 items
of food received and $3,606.74
fines paid for in cash.
In 2011 we exchanged $7,250.96
of fines for 1773 items of food.

Two branches open 10.00am to
1.00pm Saturday and three open
10.00am to 4.00pm Saturday.

Three branches open 2.00pm to
5.00pm Sunday.

Returns chutes are available at all
permanent branches. Altona
North is open 24 hours. Altona,
Meadows and Newport chutes
are open when the branch is
closed.

Welcome brochure See 1.1
An after-hours returns chute is
located conveniently at the Coles
Supermarket to support the
temporary library at the
Being The Best We Can: Hobsons Bay Libraries












Facebook
Twitter
Blogs
Ask a librarian online chat
Ability for customers to access
financial details to see current
balances
Online payment of library fees
(fines, printing & photocopying
credit)
Cover images on library catalogue
Ability for customers to share
reviews
Ability for customers to make
wish lists of items to borrow
Web-streaming or podcast of
storytimes rhyme time, and
author talks.
Virtual tours of facilities
(branches, and meeting rooms)
New members section with
information from welcome
brochure (available in audio, and
- 37 -
Key result area 1: Providing gateways to information, learning and leisure
1.2 Arrangements for access
Mechanics Institute. Signage is
available at both the temporary
branch and the original location.
This chute is cleared every
weekday.
1.2.2 Memberships
Several types of memberships are
available which provide access to
community members who may be
unable to obtain or sustain a regular
membership.
1.2.3 Access to collections
Library service rating

Reservations
Reviewer’s rating
Clearing 699 memberships.
1.2.2 Memberships
1.2.2 CA membership type
1.2.2 Community Access and Adult
restricted memberships
1.2.2 Memberships – Joining new
members
See 1.1 Welcome brochure
1.2.3 Access to collections
1.2.3 Hardship and repayment
plans
1.2.3 Library feedback forms
A total of 25 items can be borrowed on a
(overdue charges)
card at any one time, with no
restrictions on individual item types e.g. Library feedback form see 1.1
DVD’s.
1.2.3 Food for fines review2010
Up to 25 items can be reserved at a
time.
3.5
1.2.3 Food4Fines feedback
1.2.3.F4F request for
information
Items can be reserved free of
charge to be collected from any
branch.
1.2.3 Food for Fines Media
Release
Next day delivery on weekdays
for items on shelf going to
another branch via courier
service.
1.2.3 Read off Your Fines 2012
Reserves for collection are placed
out on the floor allowing for self
Fees and Charges information
sheet See 1.2.4
1.2.3 Food For Fines 2011 Totals
1.2.3 Read off Your Fines staff
instructions
Being The Best We Can: Hobsons Bay Libraries
This program helps to provide access
to customers, by giving them an
alternative way to clear large fines
enabling them to restart borrowing
and using computers.
GENRE LOUNGES
The Altona North branch, shelve
Non-Fiction items in subject
lounges.
As this was a new library to a
community not used to
traditional libraries, we have set
the library up to be browsed like
a retail bookshop. Altona North’s
non-fiction statistics have
reflected that this layout is
popular with the community.
Genre Lounge layout will be
rolled out to all branches starting
with the new Williamstown
branch.
1/2 3.5
written and audio community
languages including Auslan)

library information available in all
community languages held,
including access to catalogue in
these languages
Investigation of Smart Phone Application
for the Library Service.
Investigate current overdue and
reservation reminder notification (e.g.
Library Elf, SMS notices, Advance
courtesy notices of Overdues items)
Develop a process to record verbal
customer feedback
Develop a plan to increase Enewsletter
subscribers
Make Community Bus bookings available
through Staff intranet (as with meeting
rooms)
Develop a plan to better promote the
Libraries Accessible resources
MEETING ROOM HIRE AFTER
HOURS
Altona, Altona Meadows and
Altona North all have options for
the community to hire meeting
- 38 -
Key result area 1: Providing gateways to information, learning and leisure
1.2 Arrangements for access
Library service rating
service.

Renewals
The majority of the libraries’
collection floats between the
branches. The exceptions are
LOTE items and Magazines.
Overdues and Fines
Community Bus
An 11 seater bus which can be
driven on a standard licence and
can be borrowed by local
community groups at a
reasonable price.
Food For Fines /Read off your
Fines
A Food for Fines amnesty is run
each year in the lead up to
Christmas.

Read off your fines
This year the library is trialling a
“read off your fines” program in
conjunction with the national year
of reading.
1/2 3.5
Study Pods were introduced in
Altona Meadows and Altona
North in response to customer
feedback. They provide quiet
study spaces within the library
space.
Hobsons Bay Libraries charges
patrons for late returns.
Fines are capped at a maximum
amount per item.
Hardship Payment plans are
available as approved by a Coordinator or the Manager.

Reviewer’s rating
rooms out of library hours.
Meeting rooms are secured with
swipe card access allowing for
isolation of specific areas of use.
IT training Rooms at Altona
Meadows Library and Learning
Centre (10 PCs) and Altona North
Community Library (16 PCs)
All items are able to be renewed
twice - Online, over the phone or
in person as long as item not
reserved.

3.5
1.2.3 Photo of non- fiction
Being The Best We Can: Hobsons Bay Libraries
WILLIAMSTOWN CHUTE AT
COLES
With the temporary move to the
Williamstown Mechanics, a
special locked “chute” was
purchased and a partnership
established with Williamstown
Coles to allow for after hours
- 39 -
Key result area 1: Providing gateways to information, learning and leisure
1.2 Arrangements for access

Layout
The Altona North branch shelve
Non-Fiction items in subject
lounges, similar to that of a retail
setting. Altona North’s NonFiction borrowing stats have
shown this layout to be popular
and user friendly allowing for
easier access through browsing
Genre Lounge layout will
eventually be rolled out to all
branches starting with the new
Williamstown branch.
Genre stickers help customers
navigate the Adult Fiction
Collection

Library service rating
lounge at Altona North
1.2.3 Discussion notes on
development of non-fiction
lounges
1.2.3 The future of customer
service for Australian and
New Zealand Libraries
presentation
1.2.3 List of non-fiction
lounges at Altona North
Loans Annual stats 1011
Formatted See 1.1.1
1.2.3 Photos of displays
1.2.3 Display case calendar
Displays
New items and items to promote
a particular event or theme are
displayed at all library branches.
Display cases are available for the
community to book and often
used to promote current themes.
An external display case is housed
at Louis Joel Community Centre in
Altona and is used to promote
the library. Posters of library
events are distributed widely
throughout the area including
3.5
Reviewer’s rating
1/2 3.5
returns.
MEMBERSHIP ARRANGMENTS
Special memberships which
provide access to all types of
community members including:


Web memberships
allowing access to
computers
Adult restricted &
Community Access
providing access to
members of the
community who may find
it difficult to manage
memberships. These
provide a longer loan
term, no overdue fees and
restricted borrowing
amounts to make items
easier to manage
1.2.4 Technology
1.2.4 Computer usage 10/11
1.2.4 Computer bookings
guideline
Being The Best We Can: Hobsons Bay Libraries
- 40 -
Key result area 1: Providing gateways to information, learning and leisure
1.2 Arrangements for access
Library service rating
3.5
Reviewer’s rating
1/2 3.5
community centres and schools.
1.2.4 Technology

Wireless Internet access at all
branches (except the temporary
Williamstown library).

A total of 54 computers available
across the branches for public
access.

Altona Meadows has 2 PCs in the
children’s area available for
primary school aged children plus
a special IBM computer received
as part of our partnership with
Victoria University.

Adaptive computers and are
fitted with a Large Print
keyboard, trackball mouse and
JAWS computer software, these
computers are designed to assist
people with a print or other
disability which can affect ability
to use computer, and are located
at all branches except for the
temporary Williamstown branch.

Bookings are available for up to 2
hours use per day at all branches
except Williamstown which is
restricted to 1 hour as there are
only 2 computers.
1.2.4 2011-2012 Fees and
Charges
1.2.4 Gaming consoles guideline
1.2.4 Wifi disclaimer
1.2.4 Wireless-stats
1.2.4 Wireless access guideline
1.2.4 Wireless FAQ and
overview
1.2.4 Computer class brochure
Being The Best We Can: Hobsons Bay Libraries
- 41 -
Key result area 1: Providing gateways to information, learning and leisure
1.2 Arrangements for access

Computers may be self-booked
using the Netloan reservation
system. Bookings may be made
up to 32 days in advance and
bookings will be held for 10 mins
after booking start time.

Williamstown has one genealogy
computer that can be used to
access the genealogy cd-roms.

A microfilm reader with printing
facilities is available at
Williamstown.

Faxing is available at all Branches

Wifi is available at all branches
except for the temporary branch at
Williamstown.

Wifi can be accessed during opening
hours and patrons are required to
log in with their library card. There is
no time limit on the Wifi.

Two playstations and a Wii that
people can use by borrowing the
controller on their card.

The library recently purchased 3
Xbox 360’s for special events such as
the gaming tournament.

A web membership can be obtained
for those without valid address
Being The Best We Can: Hobsons Bay Libraries
Library service rating
3.5
Reviewer’s rating
1/2 3.5
- 42 -
Key result area 1: Providing gateways to information, learning and leisure
1.2 Arrangements for access
Library service rating
3.5
Reviewer’s rating
1/2 3.5
details or those travelling through
the area. This has a one off cost of
$2.75 for the cost of the card.

Printing and photocopying are
available to library members through
the Bears Print Management system
and have charges attached

Scanning direct to USB is available, at
no charge, at three branches.

Eftpos facilities are available at all
branches.
1.2.5 Website

The libraries website gives 24
hour access to the library
catalogue and the ability to
reserve and renew items online.

Item requests and interlibrary
loans can be made through the
website either through a new
item request form, or by Inter
Library Loan using Library Link.
(please see 1.1.5 Selection of
items)

The website provides access to
the libraries Database Collection.
Most can be accessed external
locations with the patrons
membership number except for
Ancestry.com, Find my past,
1.2.5 Website
Hobsons Bay Libraries Home
Page See 2.1.1
1.2.5 HBL website – Aug memo
1.2.5 Library link Booklet2011
1.2.5 Website milestones and
activities
1.2.5 Jun 2011 Minutes
Website
1.2.5 HBL website Development
project brief
1.2.5 Welcome brochure in
audio format
Being The Best We Can: Hobsons Bay Libraries
- 43 -
Key result area 1: Providing gateways to information, learning and leisure
1.2 Arrangements for access
Library service rating
3.5
Reviewer’s rating
1/2 3.5
Global Books in Print and Fiction
Connection, which are available
for use in library only. (see also
1.1.2 Electronic Collections)

The website contains the Home
Library brochures in the following
languages: Arabic, Greek, Italian
and Vietnamese and access to
small amounts of information
about council in our community
languages

The libraries welcome brochure is
available for audio download
from the website. Plans have
been made for the Enewsletter to
be recorded in 2012.

A new website is currently being
developed and is due to be
launched in March 2012. The new
website will have provisions for
access to social media.
1.2.6 Enewsletter

The library puts out an ENewsletter each month with
information about upcoming
events and important library
news, with 4138 subscribers.
1.2.6 Enewsletter
1.2.6 Example of Enewsletter
1.2.7 Facilities
Being The Best We Can: Hobsons Bay Libraries
- 44 -
Key result area 1: Providing gateways to information, learning and leisure
1.2 Arrangements for access
1.2.7 Facilities

Branches have accessible car
parking spaces nearby, Ramps
access, accessible toilets (which
at Altona Meadows consists of an
adult change table, Altona North
has a hoist and change table
facility available with the capacity
to lift an adult. (This is only the
second available in the Hobsons
Bay area.), an elevator to upstairs
areas, hearing loops at Altona
Meadows (Meeting Room 2),
Altona North, and a portable
hearing loop.

Hobsons Bay Libraries
participates in the power
recharge scheme enabling
customers to charge their
wheelchair or scooter while
visiting the library.

Breastfeeding is welcome in all
Hobsons Bay Libraries.

Meeting Rooms are available for
hire at three of five branches with
some rooms available outside
library operation hours. All
rooms have a standard and
concession rate available.
Library service rating
3.5
Reviewer’s rating
1/2 3.5
1.2.7 Community bus invoices
excerpt
1.2.7 Community bus conditions
of use
1.2.7 Community Bus general
information
1.2.7 Hobsons Bay Libraries
recharge scheme information
1.2.7 Meeting rooms conditions
of use
1.2.7 Portable technology –
hearing loop
1.2.7 Community Bus 2011
Being The Best We Can: Hobsons Bay Libraries
- 45 -
Key result area 1: Providing gateways to information, learning and leisure
1.2 Arrangements for access

Library service rating
3.5
Reviewer’s rating
1/2 3.5
Altona library has a community
bus available for hire by
community groups in Hobsons
Bay at a flat rate hire $70 per day.
1.2.8 Outreach
1.2.8 Outreach
1.2.8 L.O.C.A.L.S. Outreach talk
plan
The library participates in a number of
1.2.8 Libraries on Locations at
outreach activities to increase
awareness within the community. These EID festival Sept2011
include
1.2.8 LOL – Spotswood Farmers
 Libraries on Location at venues such Market2011
as festivals, community forums,
Babies Love Books 2011 Poster
shopping centres, beach, markets
See 2.1.2
etc.
School visits grades 3 – 4 See
 The Children’s and Youth team
2.1.2
conduct Babies love books talks,
Program statistics See 2.1.1

School and Kindergarten visits in
libraries or out in community
Other outreach visits such as
L.O.C.A.L.S (Linking older clients and
local services) talks at Williamstown
Hospital, designed to raise
awareness of local services to
patients before going home
Sample stock is taken when going on
Outreach visits to show the types of items
we have in our collection.
A Words on Wheels kit has been purchased
from Campaspe Library service
1.2.9 Home Library Service
Being The Best We Can: Hobsons Bay Libraries
- 46 -
Key result area 1: Providing gateways to information, learning and leisure
1.2 Arrangements for access



A home delivery and selection
service is available to residents of
Hobsons Bay unable to use library
due to ill health, disability, age
related issues, or primary carer
responsibilities.
Deliveries are also available to
institutions such as aged care
facilities and retirement villages.
Library service rating
3.5
Reviewer’s rating
1/2 3.5
1.2.9 Home Library Service
1.2.9 Home LS Checklist
1.2.9 Home LS Feedback form
1.2.9 Home LS Brochure
1.2.9 Home LS September 2011
Newsletter
Program statistics See 2.1.1
Short term arrangements are
available.
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating
Review in February 2012
Rating  1/2
 Opening hours are good – consistent opening times and three of the five libraries are open 7 days a week
 Location of libraries appears good with parking and/or public transport access
 Community bus is utilised to bring people to the library
 An e- newsletter has been developed and is well supported
 Peer reviewers were impressed with the different membership categories to assist people who would otherwise have problems accessing the library
 Food for fines and read for fines programs are innovative and successful
 Noted that a library website (separate from Council) is under development, however the current one is a wealth of information and serves the
library well. It will be great to see the social media and virtual tour aspects included in the upgrade.
 A skills audit of staff will identify strengths and training opportunities
 The genre arrangement of non fiction items has encouraged people to browse and borrow items
December 2012 - Reviewers noted implementation of improvements.
Being The Best We Can: Hobsons Bay Libraries
- 47 -
Key result area 1: Providing gateways to information, learning and leisure
1.3 Staff knowledge of information tools and user support
Library service rating
3
Reviewer’s rating
1/2
To what extent is this theme a strategic imperative for this library service?
Hobsons Bay Libraries through staff training and development, ensure that our staff are knowledgeable and capable of assisting the community with their
needs whether it be information, learning or leisure. This is done in a variety of ways, within the library, online, and externally through our outreach
programs
What we do
Evidence
Strengths
Areas for improvement
1.3.1 Staff awareness
1.3.1 Staff awareness
1.3.1 27th Sept 2011 Minutes
Library leadership group
1.3.1 Altona Team Briefing 5
December 2011
1.3.1 Staff meeting minutes –
November 2011
1.3.1 Whats On 5-11 Dec 2011
1.3.1 List of staff library
journals
Webolution
Undertake another staff training skills
audit and develop a program based on
these results
Staff are kept up to date with
information in a number of ways
including;

Meetings (all staff, branch
briefings, Branch Team Leader,
Leadership Team and service
area). Minutes of these sessions
are provided for all staff to read.

Group emails are also used to
distribute information to staff.

A weekly staff what’s on which
provides details of events and
programs for that week, staff
leave, reminders about changes
etc

Each desk shift has a senior on
duty who is responsible for
ensuring the shift runs smoothly
and required tasks are
1.3.1 Staff guidelines list of
guidelines
1.3.1 Example of guideline –
Closing up
Being The Best We Can: Hobsons Bay Libraries
Webolution and Ballad of data
and Base staff training programs
The first one took place in
2008/2009 and was based on the
State Libraries 26 things training
looking at blogging, flickr, news
feeds etc.
Undertake a review of the induction
process
Further investigate opportunities to
rotate through different branches and
position responsibilities
The second instalment looked at
some of the databases the library
subscribed to and was called The
ballad of data and base.
The third instalment started at
the end of November 2011 looks
at Social Media in particular
Facebook and Twitter in
preparation for the introduction
of the new website in March
2012.
Staff Induction Program
In order to ensure confidence
- 48 -
Key result area 1: Providing gateways to information, learning and leisure
1.3 Staff knowledge of information tools and user support
Library service rating
completed. There is a change
over at the end of each shift that
the senior on duty is responsible
for. All seniors on duty are a
Band 4 or above staff member.

Staff guidelines have been
developed for most areas within
the library service. These are
distributed via email and are also
kept at the circulation desk at
every branch.

Staff have access to a number of
Library journals

Access to council information
such as OHS through the Pulse –
Councils intranet site.
1.3.2 Staff development

All staff are required to complete
compulsory council wide training
on commencement, and refresh
as required. Staff may also
attend other non compulsory
council training.

All new library staff are given a 23 week library induction on
commencement.
Reviewer’s rating
1/2
with the facilities and technology
as well as our culture, new staff
are provided with a 2-3 week
induction program tailored to
their role.
Each branch has a desk diary for
notes and handover information.

3
Libraries on Location has taken
the library service out into the
wider community, encouraging
membership and providing
community awareness. Staff are
trained and equipped to deliver
the library’s messages and link
the community to programs of
interest.
1.3.2 Staff development
1.3.2 Staff induction program
1.3.2 AMLIB training - returns
module
1.3.2 AMLIB training manual
table of contents
1.3.2 Staff training calendar
2010
1.3.2 Training Calendar 2010
1.3.2 Refresher training for
Casuals and weekenders
Being The Best We Can: Hobsons Bay Libraries
Deferred Local History Enquiries
Our Local History Librarian takes
enquires from the public as well
as from within council. The Local
History collection is a substantial
collection that generates a lot of
interest and involves strong
partnerships with local Historical
societies.
- 49 -
Key result area 1: Providing gateways to information, learning and leisure
1.3 Staff knowledge of information tools and user support

The library also conducts in house
training for staff. A staff skills
audit was conducted in 2008 to
identify areas where staff felt
they needed additional training.
This resulted in a series of
training sessions.

The library is currently
undertaking its third instalment
of “Webolution” training.

Other in-house staff training is
provided when needed such as
with the implementation of the
VOIP phone system and the
introduction of the Bolinda Audio
Downloads.

Several staff are involved with
PLVN interest groups including
Inter Library Loans, Local History,
Operations, and Home Library
etc.

We currently have 9 staff
participating in the Frontline
training program with another 5
places available for 2012.

Staff are encouraged to attend
conferences relevant to their
service area and we have had
three speak in the last 2 years.
Library service rating
3
Reviewer’s rating
1/2
1.3.2 Training skills Audit
report2008
1.3.2 Staff induction schedule
1.3.2 Example of service area
(Home Library & Community
Access) induction
1.3.2 AMLIB Manual Table of
Contents
1.3.2 AMLIB Manual example
1.3.2 Webolution examples
1.3.2 Frontline information
1.3.2 Outreach manual
examples
Being The Best We Can: Hobsons Bay Libraries
- 50 -
Key result area 1: Providing gateways to information, learning and leisure
1.3 Staff knowledge of information tools and user support

Library service rating
3
Reviewer’s rating
1/2
Several staff have participated in
leadership programs such as
Aurora and Shared Leadership.
(see also 4.3.1 staff training)

This year the Marketing
coordinator has been working on
an outreach manual, an in house
tool for those undertaking event
or outreach activities.
1.3.3 User support
Technology support
Staff have the knowledge and are
proactive in assisting the community
with technological support when out on
the floor, over the phone and through
the delivery of training classes
1.3.3 User support
1.3.3 RaD Stats
Adult training classes and
reviews See 2.1.4
Computer Class Brochures See
2.1.8
Program Statistics see 2.1.1
Investigate ways to officially log deferred
enquiries
1.3.2 RaD stats
Locating information
Staff use their knowledge to assist the
community in finding the appropriate
material and information to meet their
needs.
Local History deferred enquiry service
1.3.3 Deferred enquiries
Program Statistics See 2.1.1
A well used free service available to
assist users of the library with Local and
Family History enquiries. Referrals come
from library staff when unable to
complete an enquiry to the level
required, direct from customers through
Being The Best We Can: Hobsons Bay Libraries
- 51 -
Key result area 1: Providing gateways to information, learning and leisure
1.3 Staff knowledge of information tools and user support
Library service rating
3
Reviewer’s rating
1/2
the library or council webpage, and also
from other council departments.
1.3.3 Photos of LoL
1.3.3 LoL Spotswood Farmers
Market plan
Libraries on Location
Hobsons Bay Libraries on Location (LoL) 1.3.3 LoL 2009 overview
1.3.3 LoL Central Square staff
enable staff to interact with the
community outside the library at venues feedback
including shopping centres, festivals, and 1.3.3 LoL Locations and themes
community events. Staff are equipped
with the tools and knowledge to
promote the library message and link
the community to programs of interest.
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating
Reviewed in February 2012
Rating  1/2
 Peer reviewers were very impressed with the enthusiasm of the staff for their jobs and the great sense of teamwork
 Induction program is very thorough and is reviewed regularly
 Staff skills audit will be very useful in identifying skills and areas for further training. It will also facilitate staff training their colleagues
 There is a lot of staff mobility – taking on different roles for a short period which provide growth opportunities within the team
 Introduction of reminder emails and SMSs will be appreciated by library members
 Really impressed by the web 2.0 training refining the 23 things concept
December 2012 – Reviewers noted progress made through improvement plan including substantial progress on skills audit.
Being The Best We Can: Hobsons Bay Libraries
- 52 -
Key result area 1: Providing gateways to information, learning and leisure
Overall star rating
Library service rating
3.5
Reviewer’s rating
1/2 3.5
Peer review notes
February 2012
Rating  1/2
 A very solid three and a half star rating in this area.
 The collection is impressive, looks attractive and is and well-organised
 Evidence that introduction of RFID has been used to improve utilisation of staff – making good use of the time freed up from circulation duties
December 2012- Reviewers were not required to rate this KRA at this time. However they were impressed with the progress made on a very solid base.
Being The Best We Can: Hobsons Bay Libraries
- 53 -
Key result area 2: Building individual skills, capability and wellbeing
2.1 Lifelong learning in the library context
Library service rating
3.5
Reviewer’s rating
1/2
To what extent is this theme a strategic imperative for this library service?
Hobsons Bay Libraries recognise we play a significant role in facilitating lifelong learning and community strengthening.
What we do
Evidence
2.1.1 Programs and Events
2.1.1 Yearly Program statistics
Hobsons Bay offers an array of programs,
events and classes for a broad cross-section 2.1.1 Event-Brite Stats for 6 months
of the community. We actively look for
2.1.1 Welcome Brochure May2011
partnerships with council departments and
Monthly e-newsletter see 1.2.6
external bodies.
2.1.1 Hobsons Bay Libraries Homepage
2.1.1 Programs and Events
2.1.2 Children’s Programs

Weekly a story and Rhyme time
program.
 Themed school holiday program
 Annual Illustration and Writing
competitions.
 Babies love books program is run in
conjunction with the Maternal
Health Centres.
 School and Kinder Visits.
 Annual participation in the ALIA
Summer Reading club program.
Embraced the Premiers reading challenge
providing folders of the book lists at each
Being The Best We Can: Hobsons Bay Libraries
Strengths
Areas for improvement
All of our programs are
developed within the
Education, Employment and
Learning Strategy 2009-2012
framework. We are a sought
after partner for many
Community based groups and
organisations
Develop a staff training program
to increase staff awareness of
the Education, Employment and
Learning Strategy and Database
2.1.2 Our popular children’s
programs are vibrant,
responsive and educationally
based
Improve the marketing of library
facilities such as meeting rooms
and community noticeboards.
2.1.2 Children’s Programs
2.1.2 Bilingual storytime 2011
2.1.2 Bookweek 2011 Marc McBride
2.1.2 After School Craft term 1 2011
2.1.2 Monthly Story-time Poster 2011
Bugs
2.1.2 Babies Love Books 2011 Poster
2.1.2 botanic gardens storytime
2.1.2 School visits grades 3 – 4
2.1.2 Get Started overview
2.1.4 The Men in the Kitchen
program grew from a
community need currently, the
library hosts three cooking
programs – two Men in the
Kitchen programs – every
second Monday (Laverton
Continue to explore new
technologies and ensure the
staff are supported with training
(for example Ipads, Social Media
Technologies)
Recruit volunteers to select for
LOTE Home Library customers
Review the community language
collections to ensure we are
including new and emerging
languages by Utilising Census
2012 data review service to
develop a LOTE plan to ensure
- 54 -
Key result area 2: Building individual skills, capability and wellbeing
2.1 Lifelong learning in the library context
Library service rating
library branch , a link on the website, news
articles in the Enewsletter, Purchasing
Materials to support this program and
offering guidance and training for patrons
in locating titles listed on the challenge.
Get Started @ Your Library; a collection of
readers designed to increase levels of
junior literacy
2.1.2 Get Started turnover rate
2.1.3 Teenage and Youth Programs
2.1.3 Teenage and Youth Programs

Rookies Chess Club,

It's All About You! Youth Health and
Wellbeing series,

Gaming tournament,

After school craft,

Keys Please information sessions for
learner drivers

Illustration and writing workshops
and competitions.

Youth Week in April ;

Partnership with VU, Deakin and
Hobsons Bay Youth Services to
deliver programs tailored to youth
needs, including Change of
Being The Best We Can: Hobsons Bay Libraries
2.1.3 Randa Abdel-Fattah May 2011
2.1.3 Youth
2.1.3 Gaming Comp June 2011
2.1.3 Volunteer Opportunities
2.1.3 Deakin Action Plan
-SHA Youth flyer
-After school craft term 1 flyers
-Up-cycle it
-Work Experience 2012
3.5
Reviewer’s rating
Renewal commenced this class
in February 2011) and Friday
in partnership with
Neighbourhood Development
and Laverton Renewal. The
third program is with older
residents for David House
(Disability Service) which has
been run weekly since the
February 2011.
1/2
funding, staffing, services and
materials remain current and
relevant
ESL Classes In 2006, the
Laverton Community Centre in
partnership with the library
commenced English Language
classes. The library supported
the program by providing the
facility and a literacy
collection. The literacy
collection is located next to
the meeting room where the
classes are held. These are free
sessions subsidised by the
library. The classes
commenced fortnightly for 3
hours per week in 2011. A
minimum of eight participants
attend each class. The library
- 55 -
Key result area 2: Building individual skills, capability and wellbeing
2.1 Lifelong learning in the library context
Library service rating
Preference Nights, Careers Expos
and Youth Arvo.

Conduct class visits to secondary
colleges.
 Host Year 10 Work experience students,
Community volunteers (Duke of
Edinburgh Award etc) and University
industry placements
2.1.4 Adult Programs

Events and programs for specific
interest groups - Family History
Group, Chess, Scrabble, knitting,
Seabreeze Quilters.
 Databases 24/7 access to Elibrary
collection – reader’s advisory;
encyclopaedias; Your Tutor; early
learning (Busy Things) etc. Online
Tutoring.
 Meeting rooms provide space for
informal and formal learning.
General floor space with tables
providing access for everyone to all
learning programs.
 Spaces for individual learning Including
study pods, lounges, tables, power
Being The Best We Can: Hobsons Bay Libraries
2.1.4 Adult Programs
2.1.4 Database monthly stats
2.1.4 Men in the Kitchen and ESL
Conversation
2.1.4 Adult training classes and reviews
2.1.4 Adult training graphs
2.1.4 Introduction to E-library services
training notes
*See also yearly program stats
3.5
Reviewer’s rating
1/2
provides supporting programs
(minimum of once a quarter)
with the group – Introduction
to the library, computer
training, celebration morning
teas. In 2012 the classes are
increasing to one per week.
Laverton Community Centre
has sourced new funding for
the tutor. The library will
continue to provide the facility
and offer supporting program
activities.
Bi-lingual story-times are an
example of programs
developed from an identified
need. We have had an
increase in Karen speaking
residents recently and
although we do not have a
physical collection at this
stage, we have celebrated
refugee week with a bi-lingual
Karen family story time, a
colourful dance and music
performance by the Karen
youth and a driver education
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Key result area 2: Building individual skills, capability and wellbeing
2.1 Lifelong learning in the library context
Library service rating
 Libraries on location (LOL) are an
Outreach program equipped with
Ipads to showcase the libraries
collections, services and encourage
membership. Locations include:
Spotswood market, other markets
and festivals, Shopping Centres and
Community Events
1/2
Bilingual Story-times including
Auslan have become a part of
our regular program.
2.1.5 Seniors Programs
 Support local community groups with
wall space for art and display
cabinets in all branches for
community use and to showcase
library events.
Being The Best We Can: Hobsons Bay Libraries
Reviewer’s rating
class.
for laptops, Wifi network
2.1.5 Seniors Programs

free access to computer classes to
learn the basics of using computers

Participation in state-wide senior’s
festival.

Close partnership with council ...
dept and Aging well strategy.
3.5
2.1.5 Seniors Programs
2.1.5 Ageing well strategy survey
2.1.5 Reinvent or retire feedback from
internal partners
2.1.5 Reinvent or Retire Forum Poster
2.1.5 Seniors Cardmaking Oct 11
2.1.5 Seniors the Birdcage GoWest
Oct2011
2.1.5 Seniors Zumba Belly-Dancing Oct
2011
Celebrating Seniors in the
community by participating in
the State-wide Seniors Festival
each year in October by
providing a number of
different types of activities, for
example 2011 saw us run a
Zumba and Belly dance
morning, card making
workshop, movie screenings,
electronic gaming afternoon.
In 2011 we partnered with
other council departments to
run a ‘Reinvent or retire’
Ageing Well forum targeted
specifically at the Baby
Boomers within Hobsons Bay.
2.1.6 Community Access and
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Key result area 2: Building individual skills, capability and wellbeing
2.1 Lifelong learning in the library context
2.1.6 Community Access and Diversity
Awareness

Libraries for all - a quality inclusive
service to local residents.

Home Library Service is a free
service to local residents who are
housebound or unable to visit the
library due to disability or ill health –
as well as primary carers who find it
difficult to visit a library.
(see also 1.2.9 Home Library Service)

Providing materials in many
different formats including Audio
Books and Large print.

Participation in Council initiatives
including Midsumma, International
Day of People with a Disability,
Harmony Day etc.
Library service rating
9 languages all formats housed
across 4 branches relevant to
community demographics.

We incorporate activities to
support/celebrate each
Being The Best We Can: Hobsons Bay Libraries
Reviewer’s rating
1/2
Diversity Awareness
2.1.6 Community Access and Diversity
Awareness
2.1.6 Adaptive PC’s1
2.1.6 Photographs of Adaptive PC’s,
Toilets, and Changeable etc.
2.1.6 Auslan Storytime
2.1.6 Daisy Readers
2.1.6 Great Breaks Healthy Bodies July
2011 Plan
2.1.6 Midsumma 2.12 Gentleman’s
Guide
2.1.6 midsumma 2012 Lindy Cameron
2.1.6 Midsumma partnership GOWEST
events week one
Libraries for all - a quality
inclusive service to local
residents including
Housebound, non-English
speaking residents, those who
are learning to read and write
English, hearing and sight
impaired people and residents
with physical or
developmental disabilities.
Supported by collections,
spaces, equipment, services
and events.
Home Library Service
Open to all age groups. 52
weeks a year deliveries. Access
to any items they could
borrow in person, and the
number they require for a four
week period
2.1.7 Community Languages

3.5
2.1.7 Community Languages
2.1.7 Welcome brochures in 8 languages
2.1.7 flavours of the world
2.1.7 Arabic story-time April 2011
Eligibility for home library is
very broad i.e. carers, short or
long term illness, elderly,
Personalised visit by Home
Library Team leader to
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Key result area 2: Building individual skills, capability and wellbeing
2.1 Lifelong learning in the library context
demographic through Story times,
cultural events and Computer
Classes in our Languages.

Welcome brochures translated into
each of our community languages

Support and promotion of non
library LOTE events to library
patrons to increase awareness.

Celebrate diversity through displays
and community recognised events
on CALD calendar. Chinese New
Year, Cultural Diversity
Week/Harmony Day, Refugee Week.

Outreach via. Libraries on Location
to reach CALD communities EID and
Laverton Festivals

Host Conversational English classes
at Altona and Altona Meadows

Support the Italian book club and
Croatian activity group by providing
meeting space.

Conduct tours with ESL groups.

Literacy Collections for English as a
second language at three libraries.
Being The Best We Can: Hobsons Bay Libraries
Library service rating
2.1.7 Karen Cultural Event
2.1.7 Karen story-time July 2011
2.1.7 LOTE Resource Flier 2011
See also 2.1.2
3.5
Reviewer’s rating
1/2
determine preferences and
needs. Feedback forms
provide continual
improvement of service
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Key result area 2: Building individual skills, capability and wellbeing
2.1 Lifelong learning in the library context

Online IELTS – international English
language testing database is
available through our database
collection as well as IELTS kits
through our literacy collection.

My language website linked through
the front page of our website.

Library Press display is a relatively
new database for us giving instant
access to 1700 newspapers from 92
countries in 48 languages.
Library service rating
3.5
Reviewer’s rating
1/2

Support of Community groups
outside our language collection e.g.
Karen.
2.1.8 COMPUTER CLASSES

Computer training of both hands-on
and demonstration sessions and go
from general beginners guides
through to more targeted and
advanced sessions.

Training is conducted either by
library staff or a paid external
provider.

Separate beginner classes provided
2.1.8 Computer Classes
2.1.8 Web calendar
2.1.8 Computer Class Brochures
2.1.8 Feedback forms
Brochures for programs
Being The Best We Can: Hobsons Bay Libraries
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Key result area 2: Building individual skills, capability and wellbeing
2.1 Lifelong learning in the library context
for seniors.

On the spot training for patrons
using public PC’s or laptops. IE.
Setting up a webmail account,
working with a word document,
connecting to Wifi which supports
informal learning.
 Our IT Training Rooms at Altona
Meadows and Altona North are also
available to hire.
2.1.9 Non-traditional Library Users

We conduct programs and events
designed to attract non-traditional
library users e.g. maritime @ the
mechanics. Cooking for one (or two),
Men’s cooking class,
Intergenerational Wii tournament,
Hot Rods, Sharpies etc.
Library service rating
3.5
Reviewer’s rating
1/2
Marketing Plan
Display case booking sheet
See E4.2.15_Hobsons Bay Libraries –
2.1.9 Non-traditional Library Users
2.1.9 Sharpies
2.1.9 Cruisin’ in the Library
2.1.9 Maritime at the Mechanics
Please see also 4.2.2 Community
Partnerships
Being The Best We Can: Hobsons Bay Libraries
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Key result area 2: Building individual skills, capability and wellbeing
2.1 Lifelong learning in the library context
Library service rating
3.5
Reviewer’s rating
1/2 3.5
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating
February 2012
Rating  1/2
 Hobsons Bay Library is clear about its role in assisting with lifelong learning and has a well- designed strategy which caters for all age groups. This
serves as a solid foundation and key tool in connecting the library to a number of partners
 The staff have the ability to identify community needs and then find partners to establish appropriate programs. In doing this the library has
become a sought after partner

Technology for tots and Men’s cooking classes are good examples of this and are both innovative and successful programs
December 2012- Reviewers noted progress including drafting of Library Strategic Plan.
Being The Best We Can: Hobsons Bay Libraries
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Key result area 2: Building individual skills, capability and wellbeing
2.2 Providing and promoting 21st century literacies
Library service rating
2.5
Reviewer’s rating
1/2 3.5
To what extent is this theme a strategic imperative for this library service?
We act as a bridge across the digital divide for all life stages. We will develop lifelong learning opportunities in Hobsons Bay equipping our residents to
fully participate in the information technology revolution.
What we do
Evidence
Strengths
Areas for improvement
2.2.1 Electronic Literacy
2.2.1 Electronic Literacy
Develop a technology strategy including;

2.2.1 Electronic Service
Inter-generational Wii Bowling
Tournament
Computers/printers and access
to online databases @ all
branches. A total of 74
computers for public use.
Including 4 adaptive computers,
46 regular internet accessible
computers, 11 opac’s, 7 DIY
(RFID) terminals, 2 children’s
dedicated and 3 gaming
consoles.

Free Wifi available at 4 branches

IT training rooms at Altona
Meadows (10 PC’s) and Altona
North (16 PC’s) Available for Hire

Senior patrons have access to
21st century technologies
Being The Best We Can: Hobsons Bay Libraries

Implementation of 21st century
technologies at Williamstown and
Newport Branches.

Computer booking system needs to
be intuitive/user friendly.

Promotion of online databases and
other electronic resources such as
Library Links
2.2.1 Instructional signage
Computer Booking
Two generations connecting
through new technologies, this
event was very extremely
popular
2.2.1 Instructional signage
Tech Tips Class
2.2.1 Instructional Signage Extending a Computer Booking
Run weekly, this class is tailored
to the user’s needs.
2.2.1 Instructional Signage Printing
DIY Technologies

Staff training in use of databases
RFID has allowed us to embrace
self service technologies while
still maintaining security of our
collection. Our DIY checkouts
are available in many different
languages. Staff have been

Ensuring staff remain on top of their
skills with the 21st technologies

Identify a Technologies skills matrix
for staff
2.2.1 PC unit stats Hobsons Bay
2.2.1 Intergenerational Wii
March 2011
2.2.1 Computer Class Poster
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Key result area 2: Building individual skills, capability and wellbeing
2.2 Providing and promoting 21st century literacies
through customised and user
friendly learning tools such as
the adaptive PC’s and free
seniors computer classes and
learning opportunities such as
intergenerational Wii




Computer classes and
demonstrations of technology
including Skype, tech tips
Intermediate Word
Access computer literate staff
that can provide on-the-spot
computer training for all users of
the library at any time within
library hours as well as Tech tips
and Computer Q&A sessions
which are tailored to the needs
of the user.
Computer games, Wii and play
station 2, play station 3 for all
patrons use.
Read along DAISY readers
(Digital Accessible Information
System.) Purchased through
Being The Best We Can: Hobsons Bay Libraries
Library service rating
Feb-March 2012
2.5
Reviewer’s rating
trained in not only how to use,
but also how to teach and adapt
their customer service style to
the technology

Finding out what the community
wants in regards to training

Rollout Wifi at Williamstown 2012

Netloan Pro computer booking
system allows for greater control
of computer usage and self
2.2.1 Overview of electronic

booking for Public PC usage.
services

Bears
Printing
program
utilises
2.2.1 Photographs
the patron’s library card to carry
2.2.1 PC unit stats Hobsons Bay credit for printing and

2.2.1 Eventbrite, program stats, photocopying and has greatly
computer brochures, feedback reduced the amount of wasted

paper. This program allows the
forms, staff evaluation.
patron to see the price of the
print charges before committing
2.2.1 Wifi Stats
to the printing.
2.2.1 Daisy readers, adaptive
Technologies for Children
PC’s
2.2.1 Seniors online computer
classes
1/2 3.5
Regular monitoring and
maintenance of software and
hardware
Improved reliability of connectivity
to internet, OPAC, The Vault, VOIP
Policy, procedure and roll out for
Xbox access
Policy, procedure and roll out for
DAISY readers
Kidsmart
Tech for Tots Class
Interactive Storytime
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Key result area 2: Building individual skills, capability and wellbeing
2.2 Providing and promoting 21st century literacies
Library service rating
2.5
Reviewer’s rating
1/2 3.5
funding received from the
Department of Families and
Housing, Community Services
and Indigenous Affairs (FaHCSIA)
Library Initiative. The library has
35 in total.
2.2.2 Reader Development tools



Library patrons have access to
several literature related
databases;
Hobsons Bay libraries has a
significant Book Club collection
(see 1.1.3 Special collections)
Partnered with local booksellers
and publishers for specific
events.
2.2.2 Reader Development
tools
Books & Authors
Fiction Connection
Global Books in Print
Good Reading (also
available in the
periodical collection)
Magpies
Novelist
Spine Out
Who else writes like
Being The Best We Can: Hobsons Bay Libraries
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Key result area 2: Building individual skills, capability and wellbeing
2.2 Providing and promoting 21st century literacies
2.2.3 Staff Knowledge

Staff are encouraged to share
their reading interests with each
other and the library patrons
through past staff recommends
programs.

We currently have 9 staff
participating in the Frontline
training program with another 5
places available in 2012.

The Webolutuion staff training
program includes some training
in reader development
technologies.

Activities such as the Borders
Buying night for AN
Being The Best We Can: Hobsons Bay Libraries
Library service rating
2.5
Reviewer’s rating
1/2 3.5
(also available in the
Reference Collection)
2.2.3 Staff Knowledge
See also 1.3.1 Staff training
Webolution
2.2.3 Frontline email
2.2.3 Borders Night flyer
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Key result area 2: Building individual skills, capability and wellbeing
2.2 Providing and promoting 21st century literacies
Library service rating
2.5
Reviewer’s rating
1/2 3.5
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating
February 2012:
Rating  1/2
 Very impressive, innovative programs for staff and the public – eg Webolution, Technology for Tots
 Use of RFID to free up staff to design and deliver programs to the public.
 The importance of learning and embracing new technologies is reflected by the willingness of staff to teach others eg tech time.
December 2012 – Reviewers noted progress including new website and Draft Digital Services Strategy.
Being The Best We Can: Hobsons Bay Libraries
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Key result area 2: Building individual skills, capability and wellbeing
2.3 Encouraging a reading culture
Library service rating
4
Reviewer’s rating
4
To what extent is this theme a strategic imperative for this library service?
The Universal Declaration of Human Rights recognised literacy as a human right over 50 years ago. Hobsons Bay Libraries embraces and facilitates the
community gateways to literacy.
What we do
Evidence
Strengths
2.3.1 Book groups
2.3.1 Book groups
Book group sharing with
Maribyrnong
Sharing book group collections
titles with Maribyrnong Library
Service to keep collection fresh
and provided greater choice for
our users.

2.3.1 Book group Books
30 groups accessing 164
different titles at a low cost.
51 sets have been borrowed
this financial year.
2.3.1 Book group calendar
2.3.1 Yearly program statistics
2.3.2 Initiatives
2.3.2 Initiatives
Participate in initiatives that support a 2.3.2 Reading culture NYoR
reading culture including;
2.3.2 Indigenous Literacy Book swap


Supporting the National year of
Reading through Launch, branding
and initiative such as One Country
Reading.
2.3.2
2.3.2
2.3.2
2.3.2
2.3.2
CHILDRENS AND YOUTH- Premiers
reading challenge, Poetry Slam,
writing and illustration
Being The Best We Can: Hobsons Bay Libraries
Literary Festival
NYoR
Premiers reading challenge
Will lit fest sponsor banner
NYOR Hobsons bay overview
Williamstown Literary Festival
‘Litfest’ celebrates local
authors fostering pride and
encouraging literary interest
through author recognition –
e.g. William McGuiness, Andy
Griffiths, Leigh Hobbs. Three of
the libraries coordinators are
on the organising committee.
Areas for improvement

Undertake a review of the
book group collection,
including records, statistics and
marketing.

Encouraging more staff
participation and awareness of
the Williamstown Literary
Festival.

Review and Update of the
Collection Development Policy
and Plan.

Nurture a reading culture from
within.
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Key result area 2: Building individual skills, capability and wellbeing
2.3 Encouraging a reading culture
Library service rating
4
Reviewer’s rating
4
competitions and workshops,
summer reading club, special
storytimes, kinder visits, and
babies love books.


ADULT- Summer read, 50 books
you can’t put down, Indigenous
literacy book swap, author visits.
HBCC major sponsor and organiser
of the annual Williamstown Litfest.
The Library hosts authors and
sessions and provides in-kind
support. The Library manager and
Co-ordinator are on the
committee. The Library has
assisted in organising the program
for the last eight years and we
financially support children’s and
youth talks and workshops. We
also assist with marketing,
promotion, ticketing and displays.
2.3.3 Selection, collections and
training

Staff participation in the
PLVN/SLV Frontline Reader
2.3.3 Selection, collections and
training
Collection Contract Specifications and
Collection Profile
Being The Best We Can: Hobsons Bay Libraries
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Key result area 2: Building individual skills, capability and wellbeing
2.3 Encouraging a reading culture
Library service rating
development program (see
1.3.2 Staff development)

Frontline training
Customer Request Form
See 2.2.2 Reader Development tools
Customer Requests: we
endeavour to fulfil every
request.
See 1.1 Collections
See 1.1.3 special collections

Access to readers advisory
databases
Wide variety of formats
Including: Talking books on CD,
Playaways and downloadable
through the website, Large
Print, Graphic Novels, DVD, CD
Rom etc.
We also house a number of
specialist collections Staff
training is provided for new
initiatives such as the
Playaways when MP3 players
were purchased for staff use.


Being The Best We Can: Hobsons Bay Libraries
4
Reviewer’s rating
4
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Key result area 2: Building individual skills, capability and wellbeing
2.3 Encouraging a reading culture
Library service rating
4
Reviewer’s rating
4
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating
February 2012
Rating  
 Hobsons Bay has a very well-developed program of reading support
 30 Book groups have access to a wide range of titles provided in partnership with Maribyrnong Library Service
 Libraries on Location takes libraries and reading out to people who may not visit the library
 Friends groups are very supporting – raise money through booksales, sponsor writing competitions
 Staff are aware of their role in promoting reading – current reading discussed at meetings. Participation in Frontline
 The library needs a formal Collection Development Policy
 Extensive program for National Year of Reading
December 2012 – Reviewers noted continuing reading programs to follow on from National Year of Reading.
Being The Best We Can: Hobsons Bay Libraries
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Key result area 2: Building individual skills, capability and wellbeing
Overall star rating
Library service rating
3.5
Reviewer’s rating
1/2
Peer review notes
February 2012:
Rating  ½
 Hobsons Bay has a very impressive, multi-faceted program in this area
 The library is clear about its role in lifelong learning
 RIFD has enabled staff time to be directed into the learning area
 There is a strong sense of enthusiasm and passion, this is reflected in the library’s wide range of reading and technology programs
December 2012: Reviewers were not required to re-rate this KRA but were impressed by continued energy and innovative approach.
Being The Best We Can: Hobsons Bay Libraries
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Key result area 3: Developing social capital
3.1 Welcoming civic space and sense of belonging
Library service rating
Reviewer’s rating
4
To what extent is this theme a strategic imperative for this library service?
At Hobsons Bay Libraries a welcoming civic space and sense of belonging are paramount.
What we do
Customer Service – a user focused
delivery.

Complaints/feedback – user
focused dispute resolution
process

Williamstown opening

Personalised service

welcoming

DIY – allowing staff to focus
service where needed, IT help,
seeking information
Being The Best We Can: Hobsons Bay Libraries
Evidence

Customer Service
/training, policies and
procedures

Guidelines regularly
updated for consistency
and to adapt to change.

Frontline training –
marketing and general

Customer feedback

Feedback tablet

Feedback forms

CS – signage, pamphlets,
DIY

Welcome brochure(s)
and welcome spiel

Broad skill base of staff,
not just library trained,
Strengths
Areas for improvement


Customer service –
personalized, on floor service,
roaming librarians
Lifelong learning and continuous
improvement
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Key result area 3: Developing social capital
3.1 Welcoming civic space and sense of belonging
Library service rating
Reviewer’s rating
4
teachers, IT specialists,
environment
backgrounds, Local
history specialty.
The library environment – A welcoming
and useable space.

physical spaces
-
end of bays spacing
moveable spaces / flexible library
architecture and design
Being The Best We Can: Hobsons Bay Libraries

Customer service staff –
not just library
officer/assistant/libraria
n.

All staff can take an
enquiry as far as they
can.

Evaluation forms at all
events and bimonthly for
regular sessions.

Clear signage to indicate
this is a library

Computer PC space

Intimate and personal
spaces

Study space

Pop up study spaces

Library layout/plans

Developing expectations for
spaces (improve staff
awareness and convert to
users

Signage subject lounges –
consistency

Av shelving - consistent
4 large accessible attractive
buildings
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Key result area 3: Developing social capital
3.1 Welcoming civic space and sense of belonging
Being The Best We Can: Hobsons Bay Libraries
Library service rating

Photos of buildings

Building maintenance
program

Building audit report (
AN just had a man out)

Lots of computers ( how
many at each branch

IT training rooms at two
branches

Ipads

Cafes

Moveable shelving for
weekly rhymetime and
storytime sessions at AN.

Joint meeting room to
children’s area for school
holiday
programs/gaming
tournaments.

Moveable library for
large scale events Matthew Reilly

Pop up study stations in
Reviewer’s rating
4
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Key result area 3: Developing social capital
3.1 Welcoming civic space and sense of belonging
Library service rating
Reviewer’s rating
4
gallery spaces to
accommodate exam
periods. And interview
rooms available for
private group work.
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating
Rating: 4 Star
Reviewers were impressed by the use of space in the libraries. Quiet areas have been accommodated without losing the lively community feel. The
staff have a sense of pride in the library service.
Identification of staff with t-shirts and vests assists the public. All staff are trained to assist with information requests and this also helps improve
customer service. Subject lounges have been effective in fostering a friendly, informal feel.
Being The Best We Can: Hobsons Bay Libraries
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Key result area 3: Developing social capital
3.2 Supporting social connections and reaching out to
communities
Library service rating
Reviewer’s rating
4
To what extent is this theme a strategic imperative for this library service?
At Hobsons Bay Libraries we try to find new, interesting and non-traditional ways to tell our story in the community
What we do









Libraries on Locations
Home Library Service spanning
individual and group customers
LibraryThing implementation –
enabling community generated
content
Superior IT services – iPads, print
management
CALD collections
Social media connectedness with
/between community
Book clubs including
establishment of an GLBTIQ book
club and selection night
Toys available in libraries and
running of chess club
Increasing online collections and
web presence
Being The Best We Can: Hobsons Bay Libraries
Evidence








Strengths

Staff Webolution
training programs
Dedicated Community
Engagement Team
Roving Collections:
Seniors and
Kindergartens
Support mechanisms for
people in need
Book Sales and
dedicated rooms for the
Friends
Library spaces for the
promotion of community
initiatives
Our staff
Review of community
language collections and







Areas for improvement
Friends of the Library
groups
Willingness to develop
partnerships with other
groups/organizations
Development of a culture
of Opportunities and to
not say ‘no’
Café spaces in libraries
Flexible use of library
spaces
Web memberships – temp
for travellers
Special memberships –
Community access etc
Good alignment with
Council for promoting and
executing events etc
within library spaces







Establish a fully fledged 24/7
service delivery model
Better promotion of the
volunteering opportunities
both of those available
within the service and
organizations who co
facilitate e.g. Volunteer West
Deliver mobile or storefront
libraries in the community
Run more peer to peer
programs
Expansion of existing
outreach e.g. Living Library
Improvement of reflection
and evaluation processes
Increase the opportunity for
- 77 -
Key result area 3: Developing social capital
3.2 Supporting social connections and reaching out to
communities



Expansive children’s and youth
services
Open and welcoming spaces
encouraging groups to
congregate e.g. knitting club
Extensive external programming:
Vasilli at Bunnings, Children’s
Week Picnic
Library service rating

demographics within the
community
Reviewer’s rating
Duplication of library
services beyond the
physical walls of the
libraries themselves
4
volunteers to participate in the
delivery of events/programs

Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating
Rating : 4 star
Programs are multi-faceted and designed to appeal to various sections of the community. Reviewers especially noted programs such as Libraries
on Location and the roving collections of discarded items to seniors and kindergartens. Special memberships were also seen as an innovative way
of improving access to the library.
Being The Best We Can: Hobsons Bay Libraries
- 78 -
Key result area 3: Developing social capital
3.3 Working in partnerships
Library service rating
Reviewer’s rating
4
To what extent is this theme a strategic imperative for this library service?
We strive to increase our reach and break through barriers by developing strong, clear and mutually productive partnerships.
What we do












Formal partnership with WLF,
Deakin University, Victoria
University\
SLV
UCAN café
Partnership with other council
departments
City West Water
Environmental Friends Groups
Schools and other educational
organizations
CALD Community – Local
members interactions eg.
Storytime
Indigenous literacy project Quilt project
Other library services – public
and university
Isis primary care
Men’s Shed
Being The Best We Can: Hobsons Bay Libraries
Evidence
Strengths


Working with council
departments IDPW – on
strategic documents,
events and
programs

Children’s Picnic

Senior’s Month

Great Breaks

Kinda Kinder

Friends Groups

Italian Language Club

Meeting Rooms –
Provide other options
instead of just sayin’ no

Partnerships aligned with
objectives – Being the
Best

Partnerships
documentation in other
Council Department and
Strategy/Plans
Areas for improvement

Volunteer West MoU
potential

Empower community
involvement with the HBL
world

Investigate community art @
Williamstown gallery

Collection, presence and
marketing

Review and evaluation of
partnerships and relevant
programs
- 79 -
Key result area 3: Developing social capital
3.3 Working in partnerships




Book Group
WCIG
Kingsville community centre
Friends groups
Library service rating
Reviewer’s rating
4
Concession rates
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating
Rating : 4 Star
Hobsons Bay has a huge number and range of partnerships – reflecting its strong commitment to community engagement.
Reviewers queried whether there may be too many partnerships to manage and suggested a review and evaluation process.
Being The Best We Can: Hobsons Bay Libraries
- 80 -
Key result area 3: Developing social capital
Overall star rating
Library service rating
4
Reviewer’s rating
4
Peer review notes
Rating 4 Star
Hobsons Bay Library Service really shines in this area. Apart from Newport Library ( which is in line for refurbishment) the libraries are attractive,
welcoming and well located. The Reviewers were most impressed by the enthusiasm and commitment of the staff who are passionate about
connecting with their community. The range and scope of programs is extremely impressive.
Being The Best We Can: Hobsons Bay Libraries
- 81 -
Key result area 4: Demonstrating leadership and values
4.1 Leadership and innovation at all levels
Library service rating
4
Reviewer’s rating
4
To what extent is this theme a strategic imperative for this library service?
Leadership is an integral part of the library’s mission statement – for staff individually and for the library as an entity of the community in its own right.
What We Do
Evidence
Strengths
Areas for Improvement
4.1.1 Communication
4.1.1 Communication
Internal Communications
We communicate the values of the
library and the broader council through:
4.1.1 Strategic planning process
Communications to the community
outside.
 Library’s mission statement:
- Promoting city pride
- Accessibility
- Quality of life
- Life-long learning
 Council’s customer service
charter
 Enewsletter
 Website
 Flyers
 Posters
 Libraries on Location
 Membership brochure
Internal communication channels
include:
 Group emails, memos, Weekly
4.1.1 Hobsons Bay council plan
4.1.1 Social Planning reporting tool
4.1.1 Libraries Business Plan
4.1.1 Library Annual Plan2011-2012
4.1.1 Library Management Flow Chart
4.1.1 Operations Monthly report Sept
2011
4.1.1 Customer Service Charter
4.1.1 Example Whats On
4.1.1 Staff meeting Minutes
4.1.1 Team Briefing example
4.1.1 Planning Templates
4.1.1 Policy and Procedures
Being The Best We Can: Hobsons Bay Libraries

The design concept incorporating circles
was chosen as circles are a symbol of
unity and wholeness. Reflecting the
modern philosophy that the library
service is much more than books, they
provide places for enjoyment, places to
relax, places to learn computer skills,
places to do business and to have
meetings

‘Your Library’ DVD
This was a joint venture with Brimbank
and Maribyrnong Libraries


Consolidate ways to share
knowledge such as the Library
Intranet

Promote Professional
Development Opportunities
for staff

Revise Staff Communications
Workflows to close the loop
in planning

Develop and implement a
Library Community
Engagement strategy
Strong brand and identity.
Libraries on location- see 1.3
Build capacity in staff at all levels

Bright ideas lunch.
- 82 -
Key result area 4: Demonstrating leadership and values
4.1 Leadership and innovation at all levels




Whats on, Noticeboards, Meeting
minutes.
Meetings – All staff, Branch
briefings, Branch Team Leader,
Coordinator, Senior
Management, Informal catch ups.
Open door policy from
management team.
Brushtails – a limited intranet
program still in the development.
So far only in use for meeting
room bookings and some
statistical collection.
Council communications
including the Pulse and Pelican
Brief.
4.1.2 Innovation
We encourage staff to introduce new
services by:



Holding regular visioning/
planning workshops (e.g.
Children’s visioning)
Holding Strategic Planning
Workshops every four years to
incorporate ideas from staff into
the latest Strategic Plan.
Encouraging staff to submit
proposals for events and learning
Library service rating
4
Reviewer’s rating
4
All staff are invited to bring their lunch,
their ideas and an open mind.
Customer Service in a self Serve
environment.
Joanne Smith, Library services
coordinator was awarded the Marjory C.
Ramsay scholarship in 2009 to
investigate changes to Customer Service
in the Self Service environment and staff
customer service changes have become
part of our staff and induction training
o
RFID customer
experience
o
Staff training
4.1.2 Innovation
4.1.2 Previous Strategic Plans and
Libraries strategic planning process 4.1.2
Libraries Beyond Books Report
Being The Best We Can: Hobsons Bay Libraries
- 83 -
Key result area 4: Demonstrating leadership and values
4.1 Leadership and innovation at all levels
Library service rating
4
Reviewer’s rating
4
programs
4.1.3 Evaluation
We check that we are staying on track
through:



Regular meetings –
coordinator, team briefing,
general staff meetings
Regular reviews about strategic
plan objectives
Annual staff reviews – assessed
on how well the vision and
values of the library have been
achieved
4.1.3 Evaluation
4.1.3 Hobsons Bay Library Monthly
Trend Report
4.1.3 Library Phone Stats - October2011
4.1.3 Library Phone Stats - October2011
4.1.3 Hobsons Bay Council Plan 2011-12
4.1.3 Social Planning Tool 2011-12
4.1.3 Libraries business plan 2011-12
4.1.3 Libraries annual plan
4.1.3 Libraries management planning
flowchart
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating
February 2012
Rating : 
 The library has strong and consistent branding and marketing approach – all publications and leaflets look attractive and professional
 Strong evidence of teamwork and commitment to developing staff capacity
Being The Best We Can: Hobsons Bay Libraries
- 84 -
Key result area 4: Demonstrating leadership and values
4.1 Leadership and innovation at all levels
Library service rating
4
Reviewer’s rating
4
 All levels of staff are encouraged to be involved – Bright Ideas Lunch open to all
 Celebration of success provides encouragement
 Successful introduction of RFID – very high percentage of loans self-issued and careful consideration given to changing roles of staff
Being The Best We Can: Hobsons Bay Libraries
- 85 -
Key result area 4: Demonstrating leadership and values
4.2 Planning and community engagement
Library service rating
4
Reviewer’s rating
4
To what extent is this theme a strategic imperative for this library service?
Community engagement is a way that we stay relevant and dynamic with all of our stakeholders.
What We Do
Evidence
Strengths
Areas for Improvement
4.2.1 Feedback
4.2.1 Feedback
Strong Partnerships Models
4.2 Feedback
We gather feedback from the
community and feed it into our
planning processes through:
4.2.1 Community Engagement
Framework
We have Strong, Flexible and nontraditional partnerships with many
Council, Community and Learning groups,
highlights including;






Feedback forms
Customer service surveys
Outreach activities and
informal discussions with
community members
Customer requests online
to guide our stock selection
process
Event feedback forms
Community consultation
forums
Telephone statistics
4.2.1 Nexus Survey
4.2.1 Community Advisory Minutes
4.2.1 Williamstown Advisory Minutes
4.2.1 Library Advisory Group
4.2.1 Willi Redevelopment Survey
4.2.1 Wil Community Feedback form
4.2.1 Williamstown Library
development - answers to your
Questions
Ucan café an initiative built up
between Altona North Community
Library, Hobson’s Bay Council and
Yooralla providing employment for
people with an intellectual disability.
4.2.2 Community Partnerships
4.2.2 Community Partnerships
4.2.2 2011 Career and Learning expo
Friends of the Library Groups
Hobsons Bay libraries fosters
4.2.2 Deakin Change of preference
Our Friends groups are an asset to our
Being The Best We Can: Hobsons Bay Libraries
Develop a structured Library
Community engagement
Strategy

Improve staff training and
knowledge – Outreach
manual

Develop a ‘”celebration”
strategy to share Success
Stories
Yooralla/Ucan Partnership
Partnerships at all levels and across
organisations


- 86 -
Key result area 4: Demonstrating leadership and values
4.2 Planning and community engagement
partnerships and programs with
formal learning providers and
organisations including;
 Deakin University
 Victoria University
 Bayside College
 City West Water
 Yooralla
 Volunteer West
 Vision Australia
More informal partnerships exist
with;
 David House
 Isis Primary Care
 Laverton community centre
 Coles Williamstown
 Williamstown Musical Theatre
 Nordenne family
 Williamstown Historical
Society Inc.
 Altona Historical Museum Inc.
We contribute to the wider council
planning frameworks by:
 Having a Dedicated
Coordinator for Community
evening
4.2.2 Kinda Kinder Flyer
GoWest Partnership film
4.2.2 Midsumma Partnership
Library service rating

Hosting writing and illustration
competitions.

Fundraising for the library and
charities such as the biggest
morning tea.

helping us celebrating
successes and milestones

Acting as members on the
Library Advisory Committee.
See Also
4.2.2 City West Water Memorandum
of Understanding
4.2.2 Ucan
4.2.2 Ucan Staff member
4.2.2 Ucan Committee minutes
4.2.2 Vision Aust Partnership
agreement
4.2.2 Feedback from Deakin - internal
partner
4.2.2 Friends of Williamstown and
Newport Libraries
4
Program based Victoria University/Kinda Kinder
Program
4.2.2 Community Engagement
Framework
Gives access to disengaged members of
the community who may not otherwise
have access to early learning programs as
well as student experience. Many patrons
are referred by maternal health centres
and other education providers.
4.2.2 Career and Learning Expo flyer
Formal partnerships – MoU’s
Being The Best We Can: Hobsons Bay Libraries
Reviewer’s rating
service. Currently they have a
dedicated book sale room and in 2012
will have a new one at Williamstown.
They enhance our service by:
4.2.2 MOU HBCC and Bayside
4.2.2 Hobsons Bay work experience
4
- 87 -
Key result area 4: Demonstrating leadership and values
4.2 Planning and community engagement






Access
Involvement with and
integration into other council
plans, we keep other council
plans in the forefront of our
minds when undertaking the
planning process.
Public surveys – what
would you like?
Outreach team
Community partnerships
From Library manager
down there is community
engagement > liaison with
community focused
coordinators> Community
access and learning >
Learning Liaison > HL and
Access > BTLs.
Themed displays and
activities around
community / Govt
programs e.g. Seniors week
Hosting and attend
meetings by other
community organisations
to engage with the
Library service rating
4
4.2.2 Deakin Change of Preference flyer

Bayside College
4.2.2 Kinda Kinder flyer

City West Water Memorandum of
Understanding
4.2.2 Go West partnership film night
Reviewer’s rating
4
4.2.2 Midsumma partnership
4.2.2 Williamstown Literature Fest
banner
4.2.2 MOU example – Bayside College
4.2.2 Work experience students 2012
Planning with Council Departments
4.2.2 Women in leadership flyer

4.2.2 The Friends of Hobsons Bay
Libraries’ invite to Australia’s Biggest
Morning Tea
A joint venture across almost all council
departments. 1500 residents attended
event on 2011.
Being The Best We Can: Hobsons Bay Libraries
Children’s Week Picnic
Flexible and open approach to
community partnerships

Food for fines program.
This program encourages customer to
donate food in exchange their fines are
waived. This program has run for two
years and has been very successful. It
provides assistance to local
emergency relief organisations.
- 88 -
Key result area 4: Demonstrating leadership and values
4.2 Planning and community engagement

Library service rating
4
Reviewer’s rating
4
community within their
environment.
Hobsons Bay Libraries has
developed a community
learning portal to be
switched on as part of the
new website.
The Library Partners with Council
Departments including;

Youth services (Youth arvo,
Youth week)

HEAT Team (Showerhead
exchange, Smart gardens)

Community Services (Seniors
week, Midsumma, Men in the
kitchen, Children’s week picnic)

Parks and Gardens (ERC
events, Ranger talks)
Our two Friends of the Libraries
groups, act as supporters and
advocates for the library service. One
active and one in recess whilst
Williamstown is being rebuilt.
Being The Best We Can: Hobsons Bay Libraries
- 89 -
Key result area 4: Demonstrating leadership and values
4.2 Planning and community engagement
Library service rating
4
Reviewer’s rating
4
Food for Fines program provides
assistance to local emergency relief
organisations.
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating
February 2012
Rating 
 There is an emphasis on partnerships and a long list of successful collaborations
 UCAN cafe has been very successful
 The library service is proactive and also integrates well with the rest of Council and works with other Council departments on programs.
 A structured community engagement strategy would provide a clearer framework for this
December 2012 : Review and subsequent changes to Newport opening hours noted.
Community Engagement Strategy still needs to be done.
Being The Best We Can: Hobsons Bay Libraries
- 90 -
Key result area 4: Demonstrating leadership and values
4.3 Building organisational capability through people
Library service rating
3.5
Reviewer’s rating
4
Staff development foster a structure that supports, respects and value staff and provides opportunities for continual growth.
What We Do
Evidence
Strengths
4.3.1 Diversity
4.3.1 Staff Development
Diversity
Hobsons Bay Libraries is very conscious
of employing people of diverse
backgrounds, experiences, skills and
languages.
4.3.2 Staff Training




2-3 week Staff induction upon
commencement
The library conducts in-house
training for staff in addition to
Council training.
4.3.1 Study leave assistance form

Hobsons Bay Libraries structure
supports value and respect all
skills and experience by
providing a wealth of skills that
can be adapted into the
environment.


The staff bring with them life
experiences via their talents and
specialities.
Schedule regular staff
refresher training

Build industry capacity. Work
placements and students have
gained employment with
Hobsons Bay Libraries
Develop and implement a
process for recognising staff
training needs (both short
term and long term)

Develop a staff skills database
Aurora Leadership Institute Certificate
4.3.1 Professional Debt and Training
at HBL2011
(see also 1.3.2 staff development)
4.3.2 Staff Training
4.3.2 Annual review guidebook

4.3.2 Annual review form
4.3.2 Library Staff document Register
A staff skills audit was
conducted in 2008 to identify
areas where staff felt they
needed additional training. This
resulted in a series of training
sessions.
4.3.2 Corporate training calendar
Training needs met through
4.3.2 Learning and Development
4.3.2 Employee training & annual
review policy
We have several staff fluent in other
languages including;
4.3.2 Council Induction checklist

Chinese
4.3.2 Library induction checklist

Vietnamese
Being The Best We Can: Hobsons Bay Libraries
Areas for Improvement
- 91 -
Key result area 4: Demonstrating leadership and values
4.3 Building organisational capability through people
self-suggestion for courses,
annual review, and one-on-one
reviews with team leader,
occasional comprehensive
training survey. Short
secondment project work is
made available in order for staff
to gain experience in other
areas such as resource services.


Staff are trained and rotated
around all five branches in
order to provide a consistent
service across all branches.
Certain staff areas undertake
regular rotation of their base
branches and activities.
Library service rating
Newsletter

Italian
4.3.2 Library Staff Handbook

Greek
4.3.2 Performance Management
Training Course for Supervisors

Auslan
4.3.2 Seminar/short course
application form
4.3.2 Sept 11 Staff Memo
(see also 1.3.2 staff development)
All staff are required to
complete compulsory council
wide training on
commencement, and refresh as
required. Along with this staff
are also able to attend other
non compulsory council training
including;
First Aid
Being The Best We Can: Hobsons Bay Libraries
3.5
Reviewer’s rating
4
Currently we have 28 staff residing
within the Hobsons Bay municipality
providing a wide range of local
knowledge.
Staff Development
Flexibility
Flexible approach: All staff across all
bandings is encouraged to undertake
training programs of interest to them.
We have had several staff come through
from shelvers to leading roles.
Library leaders and managers have a
strong open door policy

Approachable

Informative

Open to discussions
Big leadership group that covers branch
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Key result area 4: Demonstrating leadership and values
4.3 Building organisational capability through people
Recruitment and Selection
Charter of Human Rights
Youth Mental Health First Aid
Managing Performance (for
managers and supervisors)
Freedom of Information
Conflict of Interest
Resume Writing and
Interview Skills

Staff are invited to
participate in collection
development

Professional development
opportunities.


Staff are provided with the
opportunity to attend
external training and
conferences relevant to their
positions, and report back to
rest of staff about session.
Annual Review process - Staff
participate in an annual
Being The Best We Can: Hobsons Bay Libraries
Library service rating
3.5
Reviewer’s rating
4
and team leaders

Staff Support
Phased retirement
Maternity & Paternity Leave
Return to work (workplace
injury, non workplace injury,
other council
department/adapted duties)
- Phased onto maternity leave
- Phased return to work
(maternity & other health)
- Short term variation of duties
- Short and longer term variation
of hours
Study leave and financial support is
available to staff at all levels
-

Staff Retention
-
A handful of staff with 20+ years
employment including 2 with
30+ years
In the past 5 years 4 staff moved
from shelving to customer
service onto higher banded
positions (e.g. Katie, Lauren,
Dani, Hung, Jenelle)
Currently all shelvers with more
than 4 years employment
-
-
- 93 -
Key result area 4: Demonstrating leadership and values
4.3 Building organisational capability through people
review process providing an
opportunity for staff and
supervisors to identify
training and professional
development opportunities
they feel are needed or
wanted.




3.5
Reviewer’s rating
4
Studying
Degree: Karen, Kirri, Ellen, Jenelle &
Sarah N. Masters: Aidan. Library
technician: Nick, Katherine

Library Qualifications in
customer service/ admin roles
Degree: Lisa, Mei, Elaine, Rishaanth,
Alex & Library technician: Andrew
Staff are also encouraged to
undertake training that may
not be directly relevant to
their role such as contact
officers, a point of contact
for council staff for
confidential advice and
assistance, first aid or safe
handling of food.
A mentoring partnership has
been set up with
Maribyrnong Library Service
for one of the new
coordinators.
Library service rating

Other professional
Qualifications
IT: Steve Teaching: Greg, Vitina

4.3.3 Organisational Processes
Library staff participate in PLVN
subcommittee meetings to raise
Hobsons Bay’s profile within the
library industry and for personal,
professional and organisational
development.
4.3.3 Staff structure diagram
These include:
4.3.3 New Roster Email
Suzanne – attendance at PLVN meetings
Hobsons Bay Council refunds
100% of study costs on
completion and passing of
the subjects.
Being The Best We Can: Hobsons Bay Libraries
Jo – convenes Operations Special
Interest Group
Rosemary – Convenes Libmark
Kirri – attends Home Library Special
Interest Group
- 94 -
Key result area 4: Demonstrating leadership and values
4.3 Building organisational capability through people
Library service rating
(see also 1.3.2 staff development)
Amanda – attends Local History Special
Interest Group
4.3.3 Organisational Processes


ROSTERS – are available in
hard copy on the
noticeboards at each branch
as well as being sent to
everyone via email. Rosters
are required to be out at
least 7 days in advance as
per the staff enterprise
agreement.
Through our Human
Resources department staff
have the options of 48/52
leave, Family Friendly
policies, adapted duties and
Phased return to work. The
Library has participated in
return to work programs for
other council staff providing
light, desk based duties.

Generous Maternity and
Paternity Leave entitlements.

BACKFILLING OF ROLES – if a
coordinator or other key
Being The Best We Can: Hobsons Bay Libraries
3.5
Reviewer’s rating
4
Sue – attends ILL Special Interest Group
Anne – attends Multicultural Special
Interest Group
Karen – attends collections and/or
AMLIB meetings depending on agenda
Children’s co-ordinator and staff
representatives attend regular
workshops
Professional development
Aurora Institute – Katie & Jenelle
LG Pro Ignite - Rosemary
Margery C Ramsay Scholarship - Jo
Shared Leadership Program - Lea &
Karen V
Conference/Workshop Presentations
Customer Service @ SLV – Jo
Lianza 2009 – Jo
Lianza 2010 – Jo
RFID Workshop @ MAV – Jo
Sense of Place, Sydney – Amanda
Connections and Convergence, Adelaide
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Key result area 4: Demonstrating leadership and values
4.3 Building organisational capability through people
staff member is going on
leave for more than 10
working days a backfilling
arrangement in usually put
into place giving the
opportunity for staff to
experience different roles.

Access to the Employee
Assistance Program.
Library service rating
3.5
Reviewer’s rating
4
- Suzanne
Design Seminar - Suzanne

Conference Attendance
ALIA, Alice Springs 2008 - Jo
Lianza, Auckland 2008 – Jo
Lianza, Christchurch 2008 – Suzanne &
Jo
Lianza, Dunedin 2010 – Jo
ALIA, Brisbane 2010 – Pam, Karen & Jo
My Language, Sydney 2010 - Anne
Sense of Place, Sydney 2011 – Amanda
Connections and Convergence, Adelaide
2011 - Suzanne
FISH Philosophy
Staff have embraced the ‘FISH’
management style. The four elements
are: Be there, Make their Day, Play,
Chose your attitude.
An example of a ‘Fishy’ staff event was
the Borders Training night, a chance for
staff to become involved in the purchase
of items in preparation for Altona North,
Being The Best We Can: Hobsons Bay Libraries
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Key result area 4: Demonstrating leadership and values
4.3 Building organisational capability through people
Library service rating
3.5
Reviewer’s rating
4
Training in collection management and a
chance for staff to get together outside
of work and have fun.
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating
Rating: 

Hobsons Bay has a large leadership group which works well together

Very impressive evidence of teamwork throughout the organisation

The capacity of the staff is very impressive

High participation rates in groups outside the organisation – PLVN Special Interest Groups, Shared Leadership program

Strong commitment to staff learning and development shown in generous study leave policy and commitment to on the job learning.
Opportunities for job rotation and short term placements.

We were impressed with the FISH program and the Bright Ideas Lunch – both serve to keep staff engaged and involved
Skills database now being compiled will provide useful information
Being The Best We Can: Hobsons Bay Libraries
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ey result area 4: Demonstrating leadership and values
Overall star rating
Library service rating
4
Reviewer’s rating
4
Notes
Being The Best We Can: Hobsons Bay Libraries
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Key result area 5: Designing, managing and improving systems and processes
5.1 Implementation of policies and procedures
Library service rating
Reviewer’s rating
4
To what extent is this theme a strategic imperative for this library service?
Policies and procedures are an imperative to the Hobsons Bay Library Service as they reflect the Council’s plan for the community and all of our
stakeholders.
What we do
Evidence
Strengths
Areas for improvement
5.1.1
5.1.1 Position description
RAD COORDINATOR
5.1.1 Development of guidelines
A culture of continuous
improvement through regular
training for all staff
Develop new fresh ways to engage
staff through Wikis, Tutorials etc.
5.1.1 Distribution of guidelines
The Research and Development (RAD)
Coordinator position was created in
2008. A key objective of this position is
to develop guidelines (as directed by
Management) in relation to customer
service and library processes.
5.1.1 Feedback of guidelines
5.1.1 Updating guidelines
5.1.1 Updating manuals
5.1.1 Feedback emails
Staff who embrace lifelong
learning
Improve staff response time to
guidelines
Need for staff intervention when
guidelines not followed
Regular audits of staff knowledge,
Remote and immediate electronic
ability and self-confidence in
access of all Guidelines
specific areas.
5.1.1 Confirmation of
understanding email
5.1.1 Receipt of evidence of
understanding
5.1.1 Staff and peer review of
library guidelines
 5.1.1 Staff & Branch meeting notes
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Key result area 5: Designing, managing and improving systems and processes
5.1 Implementation of policies and procedures
5.1.2
 5.1.1 Staff audits
STRATEGIC PLAN
 5.1.2 Strategic plan
Library service rating
The Libraries Strategic Plan is linked to  5.1.2 Council plan
the Council Plan, which in turn is linked  5.1.2 Operational plan
to the Operational Plan.
 5.1.2 Marketing plan
In turn the individual’s Staff Review
reflects the strategic direction of the
Council.
 5.1.2 Collection Development
policy
 5.1.2 Collection profiles
The strategic direction in the area of 
information technology (IT) has
benefited our customers through the
implementation of wireless internet
access, radio frequency identification
(RFID), an online meeting room booking
system, BEARS print stations, adaptive
PCs, Playstations, Wii, As technology
continually advances so too does our IT
related guidelines.
5.1.2 Feedback forms and
Customer requests
5.1.2 CHARM logging
Reviewer’s rating
4
Steering the libraries towards a
vision of the future
 Strategic planning and a
comprehensive timely
management
 Plans are easy to access
 Annual review of staffing levels
service wide
5.1.2 New membership processes  Increase of weekend staffing
support customer service
 Increasing opening hours of Newport
5.1.2 Branch profiles
 Staff consultation
5.1.2 Guideline Manual
 Community consultation
5.1.2 IT Strategy
 Community connectivity
5.1.2 IT related guidelines
 Easily accessed print management
Our strategic direction in the area of
5.1.2 Annual Review Process (refer system
community learning is demonstrated in
to 5.3.1)
 Easily accessed online event booking
a range of programs and services
and management system
including Frontline-guided book displays,
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Key result area 5: Designing, managing and improving systems and processes
5.1 Implementation of policies and procedures
Library service rating
Reviewer’s rating
4
the Mayoral Eco-Legends Award for the
Environment writing competition, school
visits, local history classes, Storytimes in
the Williamstown Botanical Gardens,
and the Libraries on Location (LOL)
program held at various locations e.g.
Bunnings.
For staff members inclusion in such
activities is discussed and planned as
part of the yearly review process.
5.1.3
GUIDELINES
Guidelines are integrated and cohesive.
They are regularly reviewed and
updated by the RAD Coordinator to
reflect the strategic direction of the
Council while accurately reflecting the
processes of our dynamic branches.
5.1.3 Physical copy of Guidelines
5.1.3 Receipt of evidence of
understanding
5.1.3 Staff and peer review of
guidelines
5.1.3 Guideline review
5.1.3 Update of Guideline Manual
upon by BTL upon release of new
Being The Best We Can: Hobsons Bay Libraries

 Guideline awareness and knowledge
examination
 Ongoing skill examination of all staff
and development as part general
duties
Outlines what to do, who is
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Key result area 5: Designing, managing and improving systems and processes
5.1 Implementation of policies and procedures
Library service rating
guidelines
5.1.3 YouTube video showing
customers how to join the library
5.1.4
MANUALS
A range of manuals are available supporting
library services. These manual are referred
to for more information on a particular area.
These include the AMLIB manual, Resource
Services Manual, Collection Management
Contract Manual and the Marketing Manual.
Being The Best We Can: Hobsons Bay Libraries
5.1.4 AMLIB Manual
5.1.4 Resource Services Manual
5.1.4 The Outreach Manual
5.1.4 Collection Management
Contract Manual
Reviewer’s rating
4
responsible, what staff’s
responsibilities are etc.
Manuals available at all branches
All staff receive electronic copies of
updates.
Promoting passion and encouraging
lifelong learning by staff – more
engagement with casuals,
weekenders, full-time, part-time.
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Key result area 5: Designing, managing and improving systems and processes
5.1 Implementation of policies and procedures
Library service rating
Reviewer’s rating
4
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating
Rating: 4 Star
The use of Guidelines to ensure a consistency of approach and measures to ensure staff read and observe these was very impressive. Staff are
expected to take personal responsibility for this.
A good relationship with the Council IT department has been fostered and benefits the library service.
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Key result area 5: Designing, managing and improving systems and processes
5.2 Obtaining and using resources
Library service rating
Reviewer’s rating
4
To what extent is this theme a strategic imperative for this library service?
Hobsons Bay Library Service strive to ensure the community receives the maximum impact and benefit for their financial contribution to the Service.
We have been industry leaders in the use of technology and supplier partnerships to move staff time away from manual processing of library materials
toward increased community engagement through customer service, outreach, programs and events.
What we do
Evidence
Strengths
Areas for improvement
5.2.1
5.2.1 Collection Development
policy
5.2.1 Collection Specification
guidelines
5.2.1 Cataloguing Specifications
5.2.1 PLVN 2011-12 Annual Report
5.2.1 Purchase request form on
library website
5.2.1 Flyer for GLBTIQ book
selection event
We display a strong commitment to,
and efficiency in, obtaining material
not currently held.
Lobby digital content suppliers to
improve access and licensing issues
relating to content such as eBooks,
downloadable audiobooks, music
downloads.
COLLECTIONS
We have outsourced almost all aspects of
ordering and processing of new items, with
over 90% of stock arriving ‘shelf ready’ catalogued, covered and RFID activated to
the library branches.
Our digital collection is steadily increasing
with 496 electronic items added in 2011-12
bringing the collection to 531. The
introduction of eBooks in December 2012
will further increase 24 hour access to the
collection.
We actively seek input from the community
so that the collection meets their needs and
wishes. We encourage community selection
through individual requests for specific titles
in person and via the website as well as
through community book buying events.
Being The Best We Can: Hobsons Bay Libraries
5.2.1 Library Business Plan
We demonstrate a commitment to
strategically, and in a comprehensive
manner, review library collections –
e.g. the Community Language review
A strong collection budget with a
young collection age. Over 70% of
our collection is younger than 5
years old.
Improve methods of idea gathering and
dissemination to better position
ourselves to determine future and
changing needs.
Hobsons Bay Libraries are supported
by 2 Friends of the Library groups
who enhance our ability to
effectively obtain and use resources
by:

Hosting and financially
sponsoring writing and
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Key result area 5: Designing, managing and improving systems and processes
5.2 Obtaining and using resources
Library service rating
We are committed to making new additions
to the collection available as soon as
possible with commitment to performance
indicators of:
 Turnaround within 14 days of
reserved items to placement on the
library shelf.

Being The Best We Can: Hobsons Bay Libraries
4
illustration competitions.

Fundraising for the library
through regular book sales
and for charities such as the
Cancer Council.

Altona Friends purchased a
display case for the
taxidermied pelican for the
Altona Library

The Williamstown and
Newport Friends purchased
one of the networked PC
film and fiche readers for the
new Williamstown Heritage
Room.
Turnaround of 28 days for nonreserved items.
5.2.2
BUDGETS
We receive 14% of funding from the State
Government (DPCD) and 86% of funding
from Hobsons Bay City Council.
Our operational and capital funding per
capita is $70.00.
Staff with budgetary responsibilities report
quarterly on budget tracking to the Library
Leadership team.
We have received numerous grants over the
past 8 years to support building of new
libraries and the refurbishment of existing
buildings.
We have received from the Community
Support fund and Living Libraries grant we
have received:
Reviewer’s rating
5.2.2
Collections budget tracking –
November 2012
5.2.2
Project Plan: Journey’s to Australia
5.2.2
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Key result area 5: Designing, managing and improving systems and processes
5.2 Obtaining and using resources

$750,000 for Altona North Library
including $250,000 to support the
establishment of the UCAN Café at
Altona North Library

$400,000 for Altona Meadows
Library

$500,000 for Williamstown Library,
specifically for accessible access and
facilities (e.g. a public shower).
Library service rating
Reviewer’s rating
4
When submitting proposals for new services
or programs library staff must outline the
financial cost, timelines and requirements.
They also outline how expected outcomes
will meet strategic objectives.
5.2.3
STAFFING
At the end of the 2011-12 financial year we
had 42 EFT staff.
We strategically review staff roles as
vacancies arise. New roles in youth
engagement (with a particular emphasis on
Being The Best We Can: Hobsons Bay Libraries
See 5.2.1
PLVN Annual Report 2011-12
5.2.3
Change from the previous
Williamstown Library Team Leader
position description to the
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Key result area 5: Designing, managing and improving systems and processes
5.2 Obtaining and using resources
gaming) and digital content have been
created to better position ourselves to meet
future needs in a digital society.
Additionally, we have established a Digital
Services team and incorporate a digital
element into all position descriptions.
We demonstrate flexibility and creativity
within budgetary constraints to improve
service delivery. In November 2012 we
extended opening hours of the Newport
branch without exerting additional pressure
on the staffing budget.
In May 2012 Library shelvers moved from
casual employment status to permanent
part-time.
5.2.4
TECHNOLOGY
Where possible we utilise self-serve
technology to allow staff to spend more
time engaging with the community through
programs, outreach and customer service.
Self service issues account for over 80% at
all branches.
We increasingly utilise digital advertising
channels (website, social media, and digital
Being The Best We Can: Hobsons Bay Libraries
Library service rating
Reviewer’s rating
4
Branch/Digital Content Coordinator
position description.
5.2.3
Youth Engagement Librarian
position description
5.2.3
2012 Annual Report
5.2.3
Changing the Newport opening
hours – article in Pelican Brief
(HBCC staff newsletter)
5.2.4 Photos of self service
technology - BEARS and RFID
terminals
5.2.4 October 2012 statistics for
self-service
5.2.4 Web based event booking
and management system
5.2.4 Spinetix advertising
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Key result area 5: Designing, managing and improving systems and processes
5.2 Obtaining and using resources
Library service rating
Reviewer’s rating
4
signage in the branches) to reach larger and
more diverse audiences than traditional,
paper based advertising methods.
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating
Rating: 4 Star
The use of collection profiling and purchase of shelf ready materials has streamlined collection development at Hobsons Bay. A large “requests”
budget means staff can be flexible in responding to requests for recent and popular materials.
Subject lounges have been a successful innovation and these are constantly reviewed and refreshed.
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Key result area 5: Designing, managing and improving systems and processes
5.3 Evaluation and continuous improvement
Library service rating
Reviewer’s rating
To what extent is this theme a strategic imperative for this library service?
Evaluation and continuous improvement is vital to Hobsons Bay Libraries being the best that we can be. We not only gather the information, we
process it to find areas of needed improvement or areas of high satisfaction to encourage ourselves in servicing our community, to show our pride in
being part of our community and to strive for continual support and improvement for our community.
What we do
Evidence
Strengths
Areas for improvement
5.3.1
STAFF
5.3.1 Annual Review form
Empowerment and enthusiasm of
staff
Gather more feedback online
Digital Services Team
Regular Library Specific Staff
Satisfaction Survey
Staff have access to professional
development through the Councils
internal training, the libraries internal
training and refresher sessions as well as
the ability to study externally.
Currently Training audits are being
conducted to help staff express where
their desires are for extra training or
guidelines.
Staff are evaluated every year through
the annual review process. Through this
process with their team leader they are
able to set personal objectives and extra
training goals to help their continual
improvement in their professional
Being The Best We Can: Hobsons Bay Libraries
5.3.1 Employee Training,
Development and Annual Review
Policy
5.3.1 Annual Review Procedure
5.3.1 Annual Review Guide
5.3.1 Study Support Policies,
5.3.1 Training tale from HBL,
Home Library service feedback forms
and cheat sheets (continually
updated)
Customer/Community wants Surveys
Guidelines that are regularly
updated
5.3.1 Council training schedule
Implementation of subject lounges
at 2 branches
5.3.1 Learning and development
email
Ongoing and consistent evaluation
of events
5.3.1 Monthly training report
5.3.1 Webolution completion stats
2012
5.3.1 Amlib Training notes folder
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Key result area 5: Designing, managing and improving systems and processes
5.3 Evaluation and continuous improvement
Library service rating
development.
(see 5.1.4)
New staff are provided with an induction
program tailored to their needs. This
includes training objectives,
requirements, program manuals and
service guidelines as well as plenty of
on-the-job training and practise. There is
an evaluation period in this program
where the goals for a probationary term
are set. Here staff are able to express
any concerns they may have, extra
training they may require or have still
yet to do.
5.3.1 Induction Program
5.3.2
LIBRARY
Reviewer’s rating
5.3.1 Induction program
probationary goals
5.3.1 Induction program evaluation
5.3.1 Guidelines (see 5.1.3)
5.3.1 Evaluation of staff needs so
far
5.3.1 Example of staff survey –
Training Audit
5.3.2 Council Plan
The libraries are provided benchmarks,
best value standards and strategic
objectives from Hobsons Bay City
Being The Best We Can: Hobsons Bay Libraries
5.3.2 Social Planning Report
Libraries
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Key result area 5: Designing, managing and improving systems and processes
5.3 Evaluation and continuous improvement
Library service rating
Council to meet every year. These are
reviewed on the progress of these
objectives and standards and reported
to Council annually.
5.3.2 Libraries Business Plan
The Libraries create a 4 year strategic
plan that all staff contributes to in
scheduled workshops based on current
trends and where the libraries would like
to see themselves in the community in
the next 4 years. All staff are able to
suggest ideas to include in the strategic
plan and suggestions from the
community are also considered.
5.3.2 2011-2012 Target and Results
of Libraries Business Plan
The libraries previously conducted the
Being the Best review on KRAs 1, 2 and
4. Through these results some of the
areas for improvement have been
included in the strategic plan and are
being acted upon currently.
The libraries management team also
reassess vacant and existing positions
for relevance and suitability for the
service and the community.
The Libraries are currently running a
training audit program on staff
knowledge and comfort in multiple
Being The Best We Can: Hobsons Bay Libraries
Reviewer’s rating
5.3.2 Operations Plan
5.3.2 Libraries Strategic Plan (see
5.1.2)
5.3.2 Digital Technologies memo
5.3.2 Coordinator Digital Services
Advertisement
5.3.2 Coordinator Digital Services
Position Description
5.3.2 Digital Service Strategy
Overview
5.3.2 Evaluation of staff needs so
far (see 5.3.1)
5.3.2 Example of staff survey –
Training Audit (see 5.3.1)
5.3.2 Minutes of ALL staff
meeting/Team briefings
5.3.2 Results of All council survey
5.3.2 Results of Tech Team Survey
5.3.2 RAD Stats
5.3.2 VOIP stats
5.3.2 State Library yearly stats
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Key result area 5: Designing, managing and improving systems and processes
5.3 Evaluation and continuous improvement
Library service rating
areas of the library service including
technology, collections and processes.
collection
Libraries conduct regular team briefings
at all branches and ALL staff meetings
every 6 weeks to keep staff informed.
Some areas covered in these meetings
are introduction of new guidelines and
processes and also to evaluate how the
branches are performing, any issues that
arise, what events are coming up any
evaluations that may have been
completed.
5.3.2 Monthly Reports
Reviewer’s rating
5.3.2 Food for fines collection stats
The libraries have recently conducted a
training team survey through survey
monkey to assess which staff would be
interested in providing training to the
community, council or fellow staff and
where their interest in training are. This
is currently being assessed.
Libraries collect customer service stats
every month through various avenues to
analyse customer trends, satisfaction
and usage.
Library leadership team members
complete monthly evaluations of their
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Key result area 5: Designing, managing and improving systems and processes
5.3 Evaluation and continuous improvement
Library service rating
Reviewer’s rating
+own areas.
An all Hobsons Bay Staff Survey was
recently evaluated on staff satisfaction
of working for the Hobsons Bay City
Council.
5.3.3
COMMUNITY
The libraries take all feedback from the
community seriously and deal with it in a
highly professional manner.
The libraries leadership team evaluate
customer’s suggestions and complaints
and respond to them in a professional
and timely manner.
The libraries offer multiple methods of
gathering feedback from the community
including online and hard copy forms.
The Libraries resources team continually
assess the collection for our
communities’ needs and ease of use by
running reports to handle weeding,
repurchasing, high demand reservations
Being The Best We Can: Hobsons Bay Libraries
5.3.3 Example of feedback form,
5.3.3 Example web feedback form,
5.3.3 Example survey monkey
feedback
5.3.3 Evaluation email of
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Key result area 5: Designing, managing and improving systems and processes
5.3 Evaluation and continuous improvement
Library service rating
and claims returns.
storytime/rhymetime
The libraries conduct event evaluations
on all library events to notice areas for
improvement and areas of success.
These are collected through both
electronic and paper based surveys.
5.3.3 Evaluation email of event
The libraries inclusion and access team
have a continual evaluation of their
home library patrons needs, including
item requests, updated selection
requirements and monthly feedback
forms.
Reviewer’s rating
5.3.3 Evaluation email of Training
session
5.3.3 Charm logging status
5.3.3 Multiple Reserve List
5.3.3 Weeding list
5.3.3 Missing list
5.3.3 Claims Ret list
5.3.3 Home Library Feedback form
5.3.3 Home Library Cheat Sheets
The libraries digital team collect monthly 5.3.3 Home Library comments
evaluation stats on training sessions and
5.3.3 Home Library screen shot of
database usage.
memos from HL patrons
5.3.3 Event Evaluation forms
5.3.3 General evaluation form
5.3.3 Storytime/Rhymetime
feedback form
5.3.4
FACILITIES AND TECHNOLOGY
OHS walks are completed and assessed at
Being The Best We Can: Hobsons Bay Libraries
5.3.4 Assessment of OHS safety
walks Paperwork
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Key result area 5: Designing, managing and improving systems and processes
5.3 Evaluation and continuous improvement
Library service rating
every library branch location quarterly.
5.3.4 IT Strategy 2008-2011
The new Williamstown Library was
constructed from an evaluation of the
community needs of being able to provide a
range of accessible library spaces,
collections and services for all as a gateway
to knowledge, lifelong learning, increased
opportunities and social support for the
residents of Hobsons Bay.
5.3.4 Williamstown Library
Feedback results
The subject lounges were assessed and
improved for the new Williamstown Library.
The new technology and digital team based
in the Williamstown Library was introduced
from an evaluation of the communities
expanding information recreational and
social needs for new technologies, support
and information of these technologies and
quicker more reliable ways of accessing
these technologies. This new technology
includes Xboxes and Ipads for on floor use, a
bears print system that allows printing from
USBs and self crediting. An evaluation is
currently underway of the ability to also
provide wireless printing.
Reviewer’s rating
5.3.4 Minutes from Williamstown
Library Redevelopment Advisory
Group 4th Dec 2008
5.3.4 WIL Community Profile
5.3.4 Evaluation of subject lounge
update from AN
5.3.4 Digital Services Team
5.3.4 Newport opening hours
5.3.4 Cleaners book
5.3.4 Example of maintenance
notes in desk diary
5.3.4 Monthly reports
5.3.4 Technology Investigation
Report
5.3.4 Investigation into First Stop
Shop for Council
Newport hours were modified due to an
evaluation of Newport’s declining loans and
visits and community suggestions regarding
the inaccessibility of Newport’s opening
Being The Best We Can: Hobsons Bay Libraries
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Key result area 5: Designing, managing and improving systems and processes
5.3 Evaluation and continuous improvement
Library service rating
Reviewer’s rating
hours which resulted in a proposal put
forward to Council.
Building maintenance issues are recorded
and evaluated for ongoing issues in each
branch via monthly reports, communication
logs and diary entries.
An evaluation of the libraries being the first
stop shop for Council for payments, form
collection etc. is also being conducted.
5.3.5
RESOURCES
The collection tender has just been
evaluated and improved.
The libraries have a receiving items
checklist to evaluate the items as they
come in and record and discrepancies
which then get forwarded to the
resource services team.
A LOTE collection evaluation is currently
being undertaken.
Guidelines are continually reviewed,
updated and distributed as processes
change or changes are noted.
The libraries annually review the
Being The Best We Can: Hobsons Bay Libraries
5.3.5 Collection Tender
5.3.5 Example of checklist
5.3.5 LOTE Report
5.3.5 Meeting room changes as
example old to new
5.3.5 IT Strategy 2008-2011
5.3.5 Budget break down
evaluation.
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Key result area 5: Designing, managing and improving systems and processes
5.3 Evaluation and continuous improvement
libraries budget of money spent and
where money is needed for
improvement in services and collections.
Library service rating
Reviewer’s rating
5.3.5 Database monthly stats
The databases monthly stats are
recorded and evaluated for customer
usage and re-subscription.
5.3.6
PROGRAMS AND EVENTS
All library staff can suggest ideas for new
events and technologies for the
community by filling out a proposal form
that then goes to the leadership team
for approval
The Childrens and youth team are
currently evaluating the current class
visit program to improve it for relevance
to the library service and the community
participants and to put it in line with the
national curriculum.
The tech team are in the process of
evaluating the training area.
Event evaluations are processed for all
library events by feedback gathered
through either a paper or an online
Being The Best We Can: Hobsons Bay Libraries
5.3.6 Proposal form for staff
suggestions
5.3.6 Report of class visit revamp
5.3.6 Results of Tech Team Survey
5.3.6 Matthew Reilly survey
monkey
5.3.6 Matthew Reilly event
evaluation email
5.3.6 Storytime/Rhymetime
evaluation email
5.3.6 Training evaluation email
5.3.6 CALD evaluation email
5.3.6 Minutes from HL&CA of
seniors events evaluation
5.3.6 Minutes from HL&CA of great
breaks program evaluation
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Key result area 5: Designing, managing and improving systems and processes
5.3 Evaluation and continuous improvement
Library service rating
Reviewer’s rating
survey.
The access and inclusion team are
conducting an evaluation of the 2012
seniors’ events and the 2011/2012 great
breaks program in order to improve the
programs for 2013.
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating
Rating: 4 Star
Hobsons Bay has a comprehensive system of review and improvement.
Continuous feedback from home library service patrons was noted in particular.
Being The Best We Can: Hobsons Bay Libraries
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Key result area 5: Designing, managing and improving systems and processes
Overall star rating
Library service rating
Reviewer’s rating
Peer review notes
Rating: 4 Star
Hobsons Bay is thoroughly on top of systems and processes. The Guidelines which have been adopted and constantly reinforced to staff ensure a
consistency of service to the public. There is also systematic review of policies, budgets and programs leading to continuous improvement.
Being The Best We Can: Hobsons Bay Libraries
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