BEING THE BEST WE CAN
Key results for public library services
Hobsons Bay Libraries
Self-evaluation and Peer Review Report

February 2012
Contents
Executive Summary........................................................................................................ 3
Introduction ................................................................................................................... 5
Key dates .................................................................................................................... 9
Team involved in the self-evaluation ......................................................................... 9
Summary Results.......................................................................................................... 10
Overall ratings .......................................................................................................... 11
Key strengths ........................................................................................................... 11
Key opportunities for improvement ........................................................................ 11
Five-star ratings........................................................................................................ 12
Improvement Plan ....................................................................................................... 13
Detailed Findings.......................................................................................................... 18
Being The Best We Can: Hobsons Bay Libraries
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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 tool for the Strategic Plan process for the Libraries.
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, KRA 3 Developing social capital and KRA 5 Designing,
managing and improving systems and processes were identified as areas that could
be undertaken 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 during this process include:

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 consistently identified that impact on service delivery
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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Introduction
"Hobsons Bay Libraries will be a gateway to knowledge, lifelong learning, increased
opportunities and social support for all in Hobsons Bay."
There are four strategic directions to support Hobsons Bay Library Service Mission
Statement:




Promoting city pride through an emphasis on developing a greater knowledge of the
diverse past of the communities that make up Hobsons Bay and showcasing the arts
of Hobsons Bay.
By working in partnership with community groups and other Council departments
we will make libraries and technology accessible for all residents and available to
the most disadvantaged residents in Hobsons Bay.
We will inform and support community action to improve the quality of life,
especially the environment in Hobsons Bay.
We will develop lifelong learning opportunities in Hobsons Bay equipping our
residents to fully participate in the information technology revolution.
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 – Environment Resource Centre

Altona Meadows – Lifelong Learning

Altona North – Learning and School Liaison

Newport – proposed Youth Services facility and youth focussed library

Williamstown – History.
Being The Best We Can: Hobsons Bay Libraries
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Figure1: Branch locations
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 was demolished in December 2010 and is currently under
construction. The new branch has a budget of $7.8 million and is scheduled to open
in September 2012.
Since September 2010, Williamstown Library has operated in a meeting room at the
Williamstown Mechanics Institute.
Each redevelopment has emphasised the creation of a comfortable, welcoming third
place for the community.
In addition, the library is currently redeveloping its website, which is due to be
launched in March 2012. It will be constructed with Web 2.0 interactive elements
and will be supported by a team of staff to be considered 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.
Being The Best We Can: Hobsons Bay Libraries
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Staff Snapshot
Hobsons Bay Libraries employs 80 staff. These include:

18 Full time

32 part time

13 casual

17 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.
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).
Being The Best We Can: Hobsons Bay Libraries
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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.
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.
At the completion of Williamstown Library, Hobsons Bay will have 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 Williamstown
Circulation:
984,861
Lower usage in 2010/2011 due to temporary library at Williamstown
Being The Best We Can: Hobsons Bay Libraries
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Key Performance Indicator
Result
Collection size:
189, 590 physical items
Average age of collection:
Under 5 years: 65%
5-10 years: 14%
Over 10 years:21%
Staffing:
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
Budget:
Funding per capita:
Key Dates
Date
Activity
28th Sept 2011
Preliminary evaluation workshop
7th February 2012 Peer review visit
To be confirmed
Present feedback to stakeholders and staff
Being The Best We Can: Hobsons Bay Libraries
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Being the Best Team
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
Peer reviewers


Jenny Mustey - Coordinator Library Services, Shire of Campaspe
Dianne Panjari – Coordinator Library Services, City of Stonnington
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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


1/2
1/2
3. Developing social capital
4. Demonstrating leadership
5. Designing, managing and improving
systems and processes
Total
Key Strengths






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






Incorporate social media into the suite of customer interactions.
Develop a Digital Services and Technology Strategy.
Increase staff awareness and training on the Employment and Lifelong Learning
Strategy and Database.
Review and update the Collection Development Policy and Plan.
Create a staff intranet to build knowledge, to share “stories” and celebrate
success.
Develop a Library Community Engagement Strategy to underpin the Outreach
Manual and the wide range of programs and partnerships.
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
1.1

Review and promote the special collections inc.
Auslan, Literacy, LOTE and ERC.
Co-ordinator Collections
June 2012

Regular catalogue maintenance
Co-ordinator Collections
June 2012

Development a statement of significance for
Local History Collection
Co-ordinator Branch and
History – Williamstown
December 2012

Develop a staff refresher training on Local History Local History team
Collection and relevant technologies
September 2012

Investigate the suitability of class visit formats to
ensure relevancy with changing curriculum
content
Co-ordinator Branch and
Learning Liaison
July 2012
1.2

Creation of new website with discovery layer and
social media capabilities.
Co-ordinator Library Services
March 2012

Ability for customers to access their financial
details.
Co-ordinator IT Systems and
Support
February 2013

Investigate Smart Phone application for the
Library Service.
Co-ordinator Digital Services
and Innovation
December 2012

Investigate current overdue and reservation
reminder notification (e.g. Library Elf, SMS
notices, advance courtesy notices of overdue
Library Leadership team
Being The Best We Can: Hobsons Bay Libraries
On schedule for February testing and
end of March launch
December 2012
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Action
Responsibility
Target completion date
Progress
items).

Develop a process to capture and record verbal
customer feedback.
Library Leadership team
July 2012

Develop a plan to increase e-newsletter
subscribers.
Co-ordinator Programs and
Marketing
June 2012

Develop an audio format for the e-newsletter to
increase access
Co-ordinator Digital Service
and Innovation
December 2012

Utilise the staff intranet to enable community
bus bookings.
Co-ordinator Library Services

Develop a plan to promote the libraries
accessible resources
Co-ordinator Learning and
Engagement
February 2013
June 2012
1.3

Undertake staff training skills audit and develop a Co-ordinator Library Services
program based on these results
July 2012

Undertake a review of the induction process
Co-ordinator Library Services
April 2012

Further investigate opportunities for staff to
rotate through different branches and positions.
Leadership Team
April 2012
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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.
Co-ordinator Digital Services
and Innovation
February 2013
2.2

Develop a comprehensive Digital Services and
Technology Strategy to support the new website
and extend the libraries into the virtual
environment including:
o
o
o
o
o
Facebook
Twitter
Blogs
Ask a librarian online chat
Ability for customers to access financial
details to see current balances
Being The Best We Can: Hobsons Bay Libraries
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o Online payment of library fees (fines, printing
& photocopying credit)
o Cover images on library catalogue
o Ability for customers to share reviews
o Ability for customers to make wish lists of
items to borrow
o Web-streaming or podcast of storytimes
rhyme time, and author talks.
o Virtual tours of facilities (branches, and
meeting rooms)
o New members section with information from
welcome
2.3

Undertake a review of the book group collection,
including records, statistics and marketing.
Co-ordinator Collection
September 2012

Encourage more staff participation and
awareness of the Williamstown Literary Festival.
Manager Libraries
April 2012

Update the Collection Development policy.
Leadership team and lead by
Co-ordinator Collections

June 2012
Nurture a reading culture from within.
Co-ordinator Programs and
Marketing with Frontline
Team
Ongoing
Being The Best We Can: Hobsons Bay Libraries
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KRA 4: Demonstrating leadership
4.1

Further develop the staff intranet and online
communication tools.
Co-ordinator Library Services
February 2013

Develop a policy to support the increased
promotion of professional development
opportunities for staff.
Leadership Team
June 2012

Undertake a review of staff communication
workflows.
Senior Leadership team
March 2012

Develop a template to evaluate and share results
at the end of each project.
All key project leaders
June 2012

Develop and Implement a Community
Engagement Strategy.
Co-ordinator Learning and
Engagement
March 2013

Undertake a review of Newport opening hours in
relation to the Newport facility redevelopment.
Manager Libraries
July 2013

Celebrate and share community engagement
success stories with staff.
Leadership teams
In the next three
months

Schedule regular staff refresher training.
March 2012

Co-ordinator Library Services
with the
Develop and implement a process for recognising
Leadership Team
staff training needs in both the short term and
long term.

Develop a staff skills database
4.2
4.3
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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
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
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
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
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Key result area 1: Providing gateways to information, learning and leisure
1.1 Sufficiency, range and suitability of resources
collections See 1.1.3
Library service rating
Formatted
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
of being withdrawn out of the
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
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
1.1.3 Special Collections

COMMUNITY LANGUAGES
Library service rating
4
Reviewer’s rating
See 1.1
FULLY SHELF READY DELIVERIES
Request for purchase guidelines
See 1.1.1
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.
We have collections in:
Collection development policy
See 1.1.1

Arabic
1.1.3 Special Collections

Chinese
Community Languages

Croatian
1.1.3 CALD development policy

Greek
1.1.3 LOTE development plan

Italian

Maltese
1.1.3 LOTE collection plan
Altona North

Polish
1.1.3 LOTE 2010

Vietnamese.
1.1.3 LOTE languages
1/2
1.1.3 LOTE selection profile
These collections include fiction
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
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
LOCAL HISTORY AND MARITIME
HISTORY
1.1.3 Local History & Maritime
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.
See 1.1 Welcome brochure May
2011
ENVIRONMENTAL RESOURCE
COLLECTION
Environmental Resource
Collection
A range of resources both
reference and for loan,
comprising:
1.1.3 Information from website
local field guides
conservation manuals,
environmental reference
4
Reviewer’s rating
1/2
History
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
1.1 Welcome brochure
1.1.3 2010/2011 Program
statistics for events and
showerhead exchange program
See 2.1.1
Being The Best We Can: Hobsons Bay Libraries
TAXIDERMIED ANIMAL – A
collection of local fauna
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
- 21 -
Key result area 1: Providing gateways to information, learning and leisure
1.1 Sufficiency, range and suitability of resources
materials,
Council publications;
Industry Environment
Improvement Plans
Information about local Friends
Groups.
Taxidermied local animals.
Facilities for recycling items
including Corks & Printer
Cartridges.
Library service rating
1.1.3 Environment Resource
Centre Wildlife Collection
Details
4
Reviewer’s rating
1/2
purposed by council staff such as
rangers.
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
type books, junior items and
magazines to institutions through
the home library service.

Roving Collection
1.1.3 Roving Collection
1.1.3 Roving Collection Users
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.
A $34.00 hire charge applies to a
book group set.
New titles are added yearly with
Book Club Sets
1.1.3 Book Group –
Maribyrnong Library Books
1.1.3 Book group discussion
notes
1.1.3 Book Group information
from website including titles
Being The Best We Can: Hobsons Bay Libraries
- 22 -
Key result area 1: Providing gateways to information, learning and leisure
1.1 Sufficiency, range and suitability of resources
input from registered groups.
Reciprocal borrowing
arrangements with Maribyrnong
Library Service provide access to
an additional 70 titles.

CHILDRENS RESOURCES
Library service rating
4
Reviewer’s rating
1/2
1.1.3 Book Group Titles and
booking calendar
Children’s Resources
The children’s team has access to 1.1.3 C&Y resources1
a collection of Big Books and
1.1.3 C&Y resources2
delicate materials such as pop-up
1.1.3 C&Y resources3
books as well as puppets and
other story-time props.

REFERENCE AND BIG AND
BEAUTIFUL
Each branch of Hobsons Bay
Libraries has a not for loan
reference collection.
Reference and Big and Beautiful
1.1.3 Big and Beautiful photo
1.1.3 Big and Beautiful
discussion notes
1.1.3 Big and Beautiful titles
Altona North has a collection of
“Big and Beautiful” books.
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
Literacy collection
Membership brochure See 1.1
1.1.3 Altona North Collections
Being The Best We Can: Hobsons Bay Libraries
- 23 -
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
consisting of kits such as IELTS,
and also those learning to read,
or who have difficulty reading.

AUSLAN
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.
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
Being The Best We Can: Hobsons Bay Libraries
- 24 -
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
1.1.5 Selection of items

Items are supplied shelf-ready
from contracted suppliers.

Suppliers use collection profiles
and standing order lists to
provide items for collection.

Customers are able to request
items for the collection, which
are then assessed against the
collection guidelines.

Staff Suggestions.

When reservations on items
reach certain levels (2 for books,
6 for Audio Visual) extra copies
are purchased for the collection.

INTER LIBRARY LOANS
1.1.5 Selection of Items
1.1.5 Adult Non Fiction Standing
order
1.1.5 Cataloguing specifications
1.1.5 Junior DVD Standing order
1.1.5 Processing specifications
1.1.5 Customer request
guidelines
1.1.5 Customer requests Feb08
1.1.5 Item Request Form
1.1.5 ILL information from
website
1.1.5 Monthly ILL Statistics
report
Are available through Library links Specifications for Selection
2011/12 See 1.1
Loans are generally for 8 weeks. A
date is included on the stockitem 1.1.5Library Link Brochure
(1 week before expiry) to allow a 2010/2011 Annual Statistics
Formatted – ILL numbers
renewal to that date, also taking
See 1.1.1
into consideration return time.
Being The Best We Can: Hobsons Bay Libraries
- 25 -
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating
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.
Being The Best We Can: Hobsons Bay Libraries
- 26 -
Being The Best We Can: Hobsons Bay Libraries
- 27 -
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
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

Two branches open 10.00am to 1.00pm
Saturday and three open 10.00am to
4.00pm Saturday.
Welcome brochure See 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.



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.
An after-hours returns chute is located
conveniently at the Coles Supermarket
to support the temporary library at the
Mechanics Institute. Signage is available
at both the temporary branch and the
original location. This chute is cleared
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
- 28 -
Key result area 1: Providing gateways to information, learning and leisure
1.2 Arrangements for access
Library service rating
every weekday.
1.2.3 Access to collections
A total of 25 items can be borrowed on a card
at any one time, with no restrictions on
individual item types e.g. DVD’s.
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
Up to 25 items can be reserved at a time.


Reservations
1.2.3 Access to collections
Items can be reserved free of charge to
be collected from any branch.
1.2.3 Hardship and repayment
plans
Next day delivery on weekdays for
items on shelf going to another branch
via courier service.
1.2.3 Library feedback forms
(overdue charges)
Reserves for collection are placed out
on the floor allowing for self service.
1.2.3 Food for fines review2010
Renewals
All items are able to be renewed twice Online, over the phone or in person as
long as item not reserved.
The majority of the libraries’ collection
floats between the branches. The
exceptions are LOTE items and
Reviewer’s rating
Clearing 699 memberships.
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.
3.5
Library feedback form see 1.1
1.2.3 Food4Fines feedback
1.2.3.F4F request for
information
1.2.3 Food for Fines Media
Release
1.2.3 Food For Fines 2011 Totals
1.2.3 Read off Your Fines 2012
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
brochure (available in audio, and
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
- 29 -
Key result area 1: Providing gateways to information, learning and leisure
1.2 Arrangements for access
Magazines.

Overdues and Fines
Library service rating
1.2.3 Read off Your Fines staff
instructions
Fees and Charges information
Hobsons Bay Libraries charges patrons
sheet See 1.2.4
for late returns.
Fines are capped at a maximum amount
per item.
Hardship Payment plans are available as
approved by a Co-ordinator or the
Manager.

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.

Layout
The Altona North branch shelve NonFiction items in subject lounges, similar
to that of a retail setting. Altona North’s
Non-Fiction 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.
Being The Best We Can: Hobsons Bay Libraries
3.5
Reviewer’s rating
1/2
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)
Study Pods were introduced in
Altona Meadows and Altona
North in response to customer
feedback. They provide quiet
study spaces within the library
space.
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.
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
- 30 -
Key result area 1: Providing gateways to information, learning and leisure
1.2 Arrangements for access

3.5
Reviewer’s rating
Genre stickers help customers navigate
the Adult Fiction Collection
returns.
MEMBERSHIP ARRANGMENTS
Displays
Special memberships which
provide access to all types of
community members including:
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 community centres and
schools.
1.2.3 Photo of non- fiction
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
1.2.4 Technology

Library service rating
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
1.2.3 Photos of displays
1.2.3 Display case calendar
Being The Best We Can: Hobsons Bay Libraries


1/2
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
- 31 -
Key result area 1: Providing gateways to information, learning and leisure
1.2 Arrangements for access
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.

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.
Library service rating
3.5
Reviewer’s rating
1/2
1.2.4 Technology
1.2.4 Computer usage 10/11
1.2.4 Computer bookings
guideline
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
- 32 -
Key result area 1: Providing gateways to information, learning and leisure
1.2 Arrangements for access

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 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.
Library service rating
3.5
Reviewer’s rating
1/2
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.
Being The Best We Can: Hobsons Bay Libraries
- 33 -
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
(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, 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 E-Newsletter
each month with information about
upcoming events and important library
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
- 34 -
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
news, with 4138 subscribers.
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.

1.2.6 Enewsletter
1.2.6 Example of Enewsletter
Altona library has a community bus
available for hire by community groups
Being The Best We Can: Hobsons Bay Libraries
- 35 -
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
in Hobsons Bay at a flat rate hire $70
per day.
1.2.8 Outreach
The library participates in a number of
outreach activities to increase awareness
within the community. These include



Libraries on Location at venues such as
festivals, community forums, shopping
centres, beach, markets etc.
The Children’s and Youth team conduct
Babies love books talks, 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
1.2.7 Facilities
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
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

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
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
carer responsibilities.

Deliveries are also available to
institutions such as aged care facilities
and retirement villages.

Short term arrangements are available.
1.2.8 Outreach
1.2.8 L.O.C.A.L.S. Outreach talk
plan
1.2.8 Libraries on Locations at
EID festival Sept2011
1.2.8 LOL – Spotswood Farmers
Market2011
Babies Love Books 2011 Poster
See 2.1.2
School visits grades 3 – 4 See
2.1.2
Program statistics See 2.1.1
Being The Best We Can: Hobsons Bay Libraries
- 37 -
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
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
Being The Best We Can: Hobsons Bay Libraries
- 38 -
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
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating
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
Being The Best We Can: Hobsons Bay Libraries
- 39 -
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
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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
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.
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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 Refresher training for
Casuals and weekenders
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
- 42 -
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
Locating information
Staff use their knowledge to assist the
community in finding the appropriate
material and information to meet their
needs.
1.3.2 RaD stats
Local History deferred enquiry service
1.3.3 Deferred enquiries
A well used free service available to
assist users of the library with Local and Program Statistics See 2.1.1
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
- 43 -
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
Hobsons Bay Libraries on Location (LoL) 1.3.3 LoL Spotswood Farmers
Market plan
enable staff to interact with the
community outside the library at venues 1.3.3 LoL 2009 overview
including shopping centres, festivals, and 1.3.3 LoL Central Square staff
community events. Staff are equipped
feedback
with the tools and knowledge to
1.3.3 LoL Locations and themes
promote the library message and link
the community to programs of interest.
Libraries on Location
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating
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
Being The Best We Can: Hobsons Bay Libraries
- 44 -
Key result area 1: Providing gateways to information, learning and leisure
1.3 Staff knowledge of information tools and user support
Being The Best We Can: Hobsons Bay Libraries
Library service rating
3
Reviewer’s rating
1/2
- 45 -
Key result area 1: Providing gateways to information, learning and leisure
Overall star rating
Library service rating
3.5
Reviewer’s rating
1/2
Peer review notes
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
Being The Best We Can: Hobsons Bay Libraries
- 46 -
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
library branch , a link on the website, news
articles in the Enewsletter, Purchasing
Materials to support this program and
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
2.1.2 Get Started turnover rate
Being The Best We Can: Hobsons Bay Libraries
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
Renewal commenced this class
in February 2011) and Friday
in partnership with
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
funding, staffing, services and
materials remain current and
- 47 -
Key result area 2: Building individual skills, capability and wellbeing
2.1 Lifelong learning in the library context
Library service rating
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
2.1.3 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
Preference Nights, Careers Expos
and Youth Arvo.

Conduct class visits to secondary
colleges.
2.1.3 Teenage and Youth Programs
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
 Host Year 10 Work experience students,
Community volunteers (Duke of
Being The Best We Can: Hobsons Bay Libraries
3.5
Reviewer’s rating
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
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
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.
- 48 -
Key result area 2: Building individual skills, capability and wellbeing
2.1 Lifelong learning in the library context
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.
Library service rating
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
 Spaces for individual learning Including
study pods, lounges, tables, power
for laptops, Wifi network
 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
 Support local community groups with
Being The Best We Can: Hobsons Bay Libraries
3.5
Reviewer’s rating
1/2
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
class.
Bilingual Story-times including
Auslan have become a part of
our regular program.
2.1.5 Seniors Programs
Celebrating Seniors in the
community by participating in
- 49 -
Key result area 2: Building individual skills, capability and wellbeing
2.1 Lifelong learning in the library context
Library service rating
wall space for art and display
cabinets in all branches for
community use and to showcase
library events.
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.
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
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
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
Being The Best We Can: Hobsons Bay Libraries
3.5
Reviewer’s rating
1/2
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
Diversity Awareness
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.
- 50 -
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
Books and Large print.
Home Library Service
Participation in Council initiatives
including Midsumma, International
Day of People with a Disability,
Harmony Day etc.
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

9 languages all formats housed
across 4 branches relevant to
community demographics.

We incorporate activities to
support/celebrate each
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
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
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
Being The Best We Can: Hobsons Bay Libraries
1/2
Eligibility for home library is
very broad i.e. carers, short or
long term illness, elderly,
Personalised visit by Home
Library Team leader to
determine preferences and
needs. Feedback forms
provide continual
improvement of service
- 51 -
Key result area 2: Building individual skills, capability and wellbeing
2.1 Lifelong learning in the library context

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.

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.
2.1.8 Computer Classes
2.1.8 Web calendar
2.1.8 Computer Class Brochures
2.1.8 Feedback forms
Being The Best We Can: Hobsons Bay Libraries
- 52 -
Key result area 2: Building individual skills, capability and wellbeing
2.1 Lifelong learning in the library context

Training is conducted either by
library staff or a paid external
provider.

Separate beginner classes provided
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
Brochures for programs
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
- 53 -
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating
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
Being The Best We Can: Hobsons Bay Libraries
- 54 -
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
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 through
customised and user friendly
learning tools such as the
adaptive PC’s and free seniors
computer classes and learning
opportunities such as
2.2.1 PC unit stats Hobsons Bay
2.2.1 Instructional signage
Computer Booking
2.2.1 Instructional signage
2.2.1 Instructional Signage Extending a Computer Booking
2.2.1 Instructional Signage Printing
2.2.1 Intergenerational Wii
March 2011
2.2.1 Computer Class Poster
Feb-March 2012
Being The Best We Can: Hobsons Bay Libraries
Two generations connecting
through new technologies, this
event was very extremely popular

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

Staff training in use of databases

Ensuring staff remain on top of their
skills with the 21st technologies

Identify a Technologies skills matrix
for staff

Finding out what the community
wants in regards to training

Rollout Wifi at Williamstown 2012
Tech Tips Class
Run weekly, this class is tailored
to the user’s needs.
DIY Technologies
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
trained in not only how to use,
but also how to teach and adapt
their customer service style to
the technology
- 55 -
intergenerational Wii



Computer classes and
demonstrations of technology
including Skype, tech tips
Intermediate Word
2.2.1 Overview of electronic
services
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.
2.2.1 PC unit stats Hobsons Bay
Computer games, Wii and play
station 2, play station 3 for all
patrons use.

2.2.1 Photographs
2.2.1 Eventbrite, program stats,
computer brochures, feedback
forms, staff evaluation.
2.2.1 Wifi Stats
2.2.1 Daisy readers, adaptive
PC’s
2.2.1 Seniors online computer
classes

Library patrons have access to
Bears Printing program utilises
the patron’s library card to carry
credit for printing and
photocopying and has greatly
reduced the amount of wasted
paper. This program allows the
patron to see the price of the
print charges before committing
to the printing.



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
Technologies for Children
Kidsmart
Tech for Tots Class
Read along DAISY readers (Digital
Accessible Information System.)
Purchased through 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
Netloan Pro computer booking
system allows for greater control
of computer usage and self
booking for Public PC usage.
Interactive Storytime
2.2.2 Reader Development
tools
Being The Best We Can: Hobsons Bay Libraries
- 56 -


several literature related
databases;
Books & Authors
Hobsons Bay libraries has a
significant Book Club collection
(see 1.1.3 Special collections)
Global Books in Print
Fiction Connection
Good Reading (also
available in the
periodical collection)
Partnered with local booksellers
and publishers for specific
events.
Magpies
Novelist
Spine Out
Who else writes like
(also available in the
Reference Collection)
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
2.2.3 Staff Knowledge
See also 1.3.1 Staff training
Webolution
2.2.3 Frontline email
2.2.3 Borders Night flyer
Being The Best We Can: Hobsons Bay Libraries
- 57 -
Buying night for AN
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating
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
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
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.

30 groups accessing 164
different titles at a low cost. 51
sets have been borrowed this
financial year.
2.3.2 Initiatives
Participate in initiatives that support a
reading culture including;


Supporting the National year of
Reading through Launch, branding
and initiative such as One Country
Reading.
2.3.1 Book group Books
2.3.1 Book group calendar
2.3.1 Yearly program statistics
2.3.2 Initiatives
2.3.2
2.3.2
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 competitions
and workshops, summer reading
club, special storytimes, kinder
visits, and babies love books.
Being The Best We Can: Hobsons Bay Libraries
Reading culture NYoR
Indigenous Literacy Book swap
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
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
development program (see 1.3.2
Staff development)

Customer Requests: we
endeavour to fulfil every
request.

Access to readers advisory
databases
Wide variety of formats

2.3.3 Selection, collections and
training
Collection Contract Specifications and
Collection Profile
Frontline training
Customer Request Form
See 2.2.2 Reader Development tools
See 1.1 Collections
See 1.1.3 special collections
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
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.
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating
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
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
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
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
Being The Best We Can: Hobsons Bay Libraries
Library service rating
3.5
Reviewer’s rating
1/2
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Key result area 4: Demonstrating leadership and values
4.1 Leadership and innovation at all levels
Library service rating
4
Reviewer’s rating
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
Whats on, Noticeboards, Meeting
minutes.
 Meetings – All staff, Branch
briefings, Branch Team Leader,
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.
All staff are invited to bring their lunch,
their ideas and an open mind.
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Key result area 4: Demonstrating leadership and values
4.1 Leadership and innovation at all levels



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.
We encourage staff to introduce new
services by:
4.1.2 Previous Strategic Plans and
Libraries strategic planning process 4.1.2
Libraries Beyond Books Report


4.1.3 Evaluation
We check that we are staying on track
through:

Regular meetings –
coordinator, team briefing,
Reviewer’s rating
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
4.1.2 Innovation
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
programs
4
Customer Service in a self Serve
environment.
4.1.2 Innovation

Library service rating
o
RFID customer
experience
o
Staff training
4.1.3 Evaluation
4.1.3 Hobsons Bay Library Monthly
Trend Report
4.1.3 Library Phone Stats - October2011
Being The Best We Can: Hobsons Bay Libraries
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Key result area 4: Demonstrating leadership and values
4.1 Leadership and innovation at all levels


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
Library service rating
4
Reviewer’s rating
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
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
 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
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Key result area 4: Demonstrating leadership and values
4.2 Planning and community engagement
Library service rating
4
Reviewer’s rating
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
4.2.2 Community Partnerships
Hobsons Bay libraries fosters
partnerships and programs with
formal learning providers and
organisations including;
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
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
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
Partnerships at all levels and across
organisations
4.2.2 2011 Career and Learning expo
Friends of the Library Groups
4.2.2 Deakin Change of preference
evening
Our Friends groups are an asset to our
service. Currently they have a
dedicated book sale room and in 2012
Being The Best We Can: Hobsons Bay Libraries

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Key result area 4: Demonstrating leadership and values
4.2 Planning and community engagement
Library service rating
 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.
will have a new one at Williamstown.
They enhance our service by:
We contribute to the wider council
planning frameworks by:
 Having a Dedicated Coordinator
for Community 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?
4.2.2 Kinda Kinder Flyer
GoWest Partnership film
4.2.2 Midsumma Partnership
4.2.2 MOU HBCC and Bayside
4.2.2 Hobsons Bay work experience
See Also
4

Hosting writing and illustration
competitions.

Fundraising for the library and
charities such as the biggest
morning tea.
Reviewer’s rating
4.2.2 City West Water Memorandum
 helping us celebrating
of Understanding
successes and milestones
4.2.2 Ucan
 Acting as members on the
4.2.2 Ucan Staff member
Library Advisory Committee.
4.2.2 Ucan Committee minutes
4.2.2 Vision Aust Partnership
agreement
Program based 4.2.2 Feedback from Deakin - internal
partner
Victoria University/Kinda Kinder
Program
4.2.2 Friends of Williamstown and
Newport Libraries
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 Community Engagement
Framework
4.2.2 Career and Learning Expo flyer
4.2.2 Deakin Change of Preference flyer
4.2.2 Kinda Kinder flyer
Formal partnerships – MoU’s

Bayside College

City West Water Memorandum of
Understanding
4.2.2 Go West partnership film night
4.2.2 Midsumma partnership
Being The Best We Can: Hobsons Bay Libraries
- 68 -
Key result area 4: Demonstrating leadership and values
4.2 Planning and community engagement





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 community within their
environment.
Hobsons Bay Libraries has
developed a community
learning portal to be switched
on as part of the new website.
Library service rating
4
Reviewer’s rating
4.2.2 Williamstown Literature Fest
banner
4.2.2 MOU example – Bayside College
4.2.2 Work experience students 2012
4.2.2 Women in leadership flyer
4.2.2 The Friends of Hobsons Bay
Libraries’ invite to Australia’s Biggest
Morning Tea
Planning with Council Departments

Children’s Week Picnic
A joint venture across almost all council
departments. 1500 residents attended
event on 2011.
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.
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)
Being The Best We Can: Hobsons Bay Libraries
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Key result area 4: Demonstrating leadership and values
4.2 Planning and community engagement

Library service rating
4
Reviewer’s rating
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.
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
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
Being The Best We Can: Hobsons Bay Libraries
- 70 -
Key result area 4: Demonstrating leadership and values
4.3 Building organisational capability through people
Library service rating
3.5
Reviewer’s rating
To what extent is this theme a strategic imperative for this library service?
Staff development foster a structure that supports, respects and value staff and provides opportunities for continual growth.
What We Do
Evidence
4.3.1 Diversity
4.3.1 Staff Development
Hobsons Bay Libraries is very conscious
of employing people of diverse
backgrounds, experiences, skills and
languages.
4.3.1 Study leave assistance form
4.3.2 Staff Training
(see also 1.3.2 staff development)




2-3 week Staff induction upon
commencement
The library conducts in-house
training for staff in addition to
Council training.
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.
Training needs met through selfsuggestion for courses, annual
review, and one-on-one reviews
with team leader, occasional
comprehensive training survey.
Short secondment project work
Strengths
Diversity

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.
Aurora Leadership Institute Certificate
4.3.1 Professional Debt and Training at
HBL2011
4.3.2 Staff Training

4.3.2 Annual review guidebook
4.3.2 Annual review form
4.3.2 Library Staff document Register
4.3.2 Corporate training calendar
4.3.2 Employee training & annual
review policy
4.3.2 Council Induction checklist
4.3.2 Library induction checklist
4.3.2 Learning and Development
Newsletter
4.3.2 Library Staff Handbook
4.3.2 Performance Management
Being The Best We Can: Hobsons Bay Libraries
Areas for Improvement
Build industry capacity. Work
placements and students have
gained employment with
Hobsons Bay Libraries
We have several staff fluent in other
languages including;

Chinese

Vietnamese

Italian

Greek

Auslan

Schedule regular staff refresher
training

Develop and implement a
process for recognising staff
training needs (both short term
and long term)

Develop a staff skills database
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Key result area 4: Demonstrating leadership and values
4.3 Building organisational capability through people


Library service rating
is made available in order for
staff to gain experience in other
areas such as resource services.
Training Course for Supervisors
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.
4.3.2 Sept 11 Staff Memo
Staff Development
(see also 1.3.2 staff development)
Flexibility
4.3.2 Seminar/short course application
form
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;
Charter of Human Rights
Youth Mental Health First Aid
Managing Performance (for
managers and supervisors)
Freedom of Information
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

Staff are invited to participate in
Being The Best We Can: Hobsons Bay Libraries

Approachable

Informative

Open to discussions
Big leadership group that covers branch
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
Conflict of Interest
Resume Writing and Interview
Skills
Reviewer’s rating
Currently we have 28 staff residing within
the Hobsons Bay municipality providing a
wide range of local knowledge.
First Aid
Recruitment and Selection
3.5
-
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Key result area 4: Demonstrating leadership and values
4.3 Building organisational capability through people
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.




Library service rating

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
-
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.

Hobsons Bay Council refunds
100% of study costs on
Being The Best We Can: Hobsons Bay Libraries
Reviewer’s rating
& 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
Annual Review process - Staff
participate in an annual review
process providing an opportunity
for staff and supervisors to
identify training and professional
development opportunities they
feel are needed or wanted.
A mentoring partnership has
been set up with Maribyrnong
Library Service for one of the
new coordinators.
3.5
-
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

Other professional Qualifications
IT: Steve Teaching: Greg, Vitina

Library staff participate in PLVN
subcommittee meetings to raise
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Key result area 4: Demonstrating leadership and values
4.3 Building organisational capability through people
completion and passing of the
subjects.
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.

Reviewer’s rating
These include:
4.3.3 Organisational Processes
Suzanne – attendance at PLVN meetings
4.3.3 Staff structure diagram
Jo – convenes Operations Special Interest
Group
4.3.3 New Roster Email
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.

3.5
Hobsons Bay’s profile within the
library industry and for personal,
professional and organisational
development.
(see also 1.3.2 staff development)

Library service rating
Generous Maternity and
Paternity Leave entitlements.
BACKFILLING OF ROLES – if a
coordinator or other key 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.
Being The Best We Can: Hobsons Bay Libraries
Rosemary – Convenes Libmark
Kirri – attends Home Library Special
Interest Group
Amanda – attends Local History Special
Interest Group
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
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Key result area 4: Demonstrating leadership and values
4.3 Building organisational capability through people

Access to the Employee
Assistance Program.
Library service rating
3.5
Reviewer’s rating
Customer Service @ SLV – Jo
Lianza 2009 – Jo
Lianza 2010 – Jo
RFID Workshop @ MAV – Jo
Sense of Place, Sydney – Amanda
Connections and Convergence, Adelaide 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
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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
staff to become involved in the purchase
of items in preparation for Altona North,
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
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Key result area 4: Demonstrating leadership and values
Overall star rating
Library service rating
4
Reviewer’s rating
Notes
Rating: 
See comments above. Hobsons Bay is particularly strong in this area.
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Over-all Rating and Peer Review Comments
We agree with three and half star rating.

Hobsons Bay is an extremely impressive library service. Staff have a clear idea of why they are there and what their community is.

Staff were described as positive, proactive and professional

There is a strong commitment to staff training

Evidence of good responsiveness to community needs seen in the development of innovative partnerships

Forthcoming improvements such as new Williamstown Library, redevelopment of Newport and improvements to library website will further enhance
the service.
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