BEING THE BEST WE CAN
Key results for public library services
Boroondara Library Service
Self-evaluation and Peer Review Report

December 2011
Contents
Executive summary ........................................................................................................ 3
Introduction ................................................................................................................... 5
Key dates .................................................................................................................... 7
Team involved in the self-evaluation ......................................................................... 8
Summary results ............................................................................................................ 9
Overall ratings ............................................................................................................ 9
Key strengths ............................................................................................................. 9
Key opportunities for improvement .......................................................................... 9
Five-star ratings........................................................................................................ 11
Improvement plan ....................................................................................................... 12
Detailed findings .......................................................................................................... 17
Being The Best We Can: City of Boroondara Library Service
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Executive summary
The City of Boroondara Library Service undertook the "Being The Best We Can"
continuous improvement program in 2011. The project was launched at an open
staff session on 26 September 2011 where the process and timeframes were
outlined by Manager Anne Holmes with Elisabeth Jackson, Executive Officer of Public
Libraries Victoria Network, in attendance also. After the information session, further
information was sent to all library staff and expressions of interest for being involved
were requested from staff.
As a result of the expressions of interest, a fourteen person 'Being The Best We Can'
team was appointed consisting of a vertical slice of library staff from manager to
library officer. This team first came together as a team at the all day workshop
facilitated at Balwyn Library by Euan Lockie of ACIG on 17 October. At this workshop
a first cut was completed of the detailed findings for each of the five KRAs.
From this point on the team (as a whole or in part) met on a weekly basis to review
the detailed findings tables, while separate KRA teams met to populate the tables for
particular KRAs. As it was decided that the improvement plan would form the basis
of the of business plan for 2012-2016, this year's business planning champions, Hugh
Rundle and Fiona Malcolm, took responsibility for this aspect of the final report and
will incorporate the findings into the City of Boroondara Library Services & Volunteer
Development Business Plan 2012-2016.
The evaluation of the library service was vigorously discussed over a number of
meetings with star ratings moving up and down and backwards and forwards. But
the final internal consensus was a rating of 3 stars. The report was finalised on 2
December and passed to the peer reviewers on 5 December prior to the Peer Review
visit on 12 December 2011. As a result of the Peer Review the rating.....
'Being The Best We Can' was a great opportunity for reviewing, documenting and
reflecting on how the library service was operating: what was working and what was
not working, what we were doing well and what we needed to improve. It also
provided a timely comprehensive review leading into new strategic directions which
need to be developed in the next year to replace our Library Future Directions
Strategy 2004-2014. The process identified key achievements as well as challenges
and priorities for improvement.
The key highlights identified during this process were:



The Library Service is a high performing and well used service which is open 7
days a week for 260 hours
The Collection Management Strategy is a comprehensive document that
provides a framework for a great collection which has both depth and variety
and whose aim is to have material available at the same time that it hits
bookshops
The Library Service has an industry reputation for being in the forefront of
technology as evidenced by being an early adopter of Web 2.0 technology,
digital content creation, and RFID
Being The Best We Can: City of Boroondara Library Service
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
Our business planning process is inclusive of all staff and feeds into staff PREPs
and team objectives, through to the Council Plan
The most significant challenges consistently identified as impacting on service
delivery were:

Ashburton, Balwyn, Hawthorn and Kew libraries all need to be improved in line
with Library Facilities Review

Improved access is required to more commercial ebooks, eaudio and
downloadable music

Staff computer network limitations have resulted in staff needing to develop
creative solutions to achieve technological innovation
As a result of this, it is clear that the 'Being The Best We Can' program highlighted
several key areas for future action including:

Ashburton, Balwyn, Hawthorn and Kew Libraries need to be improved in line
with Library Facilities review to create spaces to meet the current needs of
local communities.

Staff computer network limitations have affected staff productivity, have
limited take-up of 21st century technologies through an inability to access them
and have also impacted on service delivery. This is being addressed through
staff surveys and regular meetings which have been established with the IT
Department.

Expansion of opportunities for fostering innovative/new ideas from all levels of
staff needs addressing in a structured way and will see the emergence of an
Ideas Wiki and a 'Creating Magic Workshop' day for incubating ideas annually
to commence in 2012.

In order to build on the library's reputation as an early adopter of Web 2.0
technologies, it was identified that there is a need to increase community and
staff engagement in library social media.

Providing improved access to more commercial ebooks, eaudio and
downloadable music is also critical. This will be done by fast tracking processes
which had already been set in place (e.g. quotes received from Freegal but no
contact signed, contract signed by Overdrive but website and content not
finalised)
The 'Being The Best We Can' improvement plan will be incorporated into the Library
Services & Volunteer Development Business Plan for 2012-2016 to ensure that
identified areas for improvement are addressed as actions. In addition, the
comprehensive review of our library service will provide a basis for a new strategic
framework for the City of Boroondara Library Service which needs to be developed
in the coming year.
Being The Best We Can: City of Boroondara Library Service
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Introduction
The City of Boroondara Library Service was established in 1994 as a result of the
Victorian local government amalgamations and was formed from the three library
services run by the Cities of Camberwell, Hawthorn and Kew. The first public library
was set up in this area in Hawthorn on 26 July 1860 and we were proud in 2010 to
celebrate 150 years of continuous public library service in the area.
As evidenced by the results in the Annual Statistical Return and by selected
benchmarking, the City of Boroondara Library Service is a high performing library
service with over 2.6 millions loans a year and close to a million visits. Our loans per
capita (16.10) are the highest in the state and our loans per hour open which
approach 200 are also very high. Our libraries which are open seven days a week for
260 hours and our collections and wide range of programs which support reading
and 21st century literacy support our community's aspirations and aim to help both
individuals and groups in the community reach their potential. Our five libraries are
well located in the city as can be seen by the map that follows.
Boroondara's population of 165,393 is one of the best educated in Victoria (if we
count completion of formal education) and this is complemented by our role as a
university city with Swinburne providing a focus which affects many aspects of the
city from its rental capacity to the numbers of emerging language groups which are
associated with Swinburne. Our role as a learning community is also evidenced by
the large number of private schools which, like Swinburne, attract many people to
our city each day.
As well as these communities, Boroondara has an aging population and a variety of
groups whose first language is not English. Well-established Greek and Italian
communities who settled here in the 1950s are now aging and present challenges in
terms of lack of appropriate library materials, though emerging online services
provide opportunities. Boroondara's largest LOTE community is represented by
those who speak Chinese languages, with both Cantonese and Mandarin
Being The Best We Can: City of Boroondara Library Service
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represented. This community is highly literate and the turnover of collections in
Chinese is amongst the highest. Other smaller communities include Korean,
Indonesian and Indian languages. As well there is a regular demand for French
language material because of French language immersion streams at Camberwell
Primary and at MLC.
The City of Boroondara Library Service has long had as its focus the importance of
technology and has an industry reputation for being an early adopter of Web 2.0,
development of digital content and RFID. Our planning processes are robust, our
physical collections strong, our programs innovative, our staff support and
development and knowledge management are justifiably well-regarded.
However, the Library Facilities Review sets clear parameters for the work that needs
to be done on our mainly 1980s facilities; we clearly need to fast-track our incipient
introduction of ebooks, eaudio and music downloadables, and limitations in the staff
computer network have clearly had implications for the library service's innovative
practice and have impacted on our service to the community.
'Being The Best We Can' provided a timely opportunity for reviewing, documenting
and reflecting on how the library service was operating: what was working and what
was not working, what we were doing well and what we needed to improve. It also
provided us with the opportunity for a comprehensive review leading into new
strategic directions which need to be developed in the next year to replace our
Library Future Directions Strategy 2004-2014.
We have developed an Improvement Plan which will form the basis of the City of
Boroondara Library Services & Volunteer Development Business Plan 2012-2016 to
ensure that we are accountable for the actions that arise from it. This review will
also provide a solid foundation for future directions for the library service.
A summary of the City of Boroondara Library Service's key statistics as well as details
of participation in the program and its timelines follow.
Key performance indicator
Result
Coverage:
60 Sq km
Number of branches and locations:
Ashburton Library
154 High Street, Ashburton 3147
Balwyn Library
336 Whitehorse Road, Balwyn 3103
Camberwell Library
336 Inglesby Road, Camberwell 3124
Hawthorn Library
584 Glenferrie Road, Hawthorn 3122
Kew Library
Cnr Cotham Road & Civic Drive, Kew 3101
Being The Best We Can: City of Boroondara Library Service
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Key performance indicator
Result
Opening hours (total per week):
260 *
Population served:
165,393
Membership:
83,375
Visitation:
931,883 *
Circulation:
2,605,118 *
Collection size:
515,307 *
Average age of collection:
223,927 items < 5 years
111,786 items 5-10 years
120,983 items > 10 years
Staffing:
70.8 (EFT) **
Budget:
$6,956,749
Funding per capita:
$42.06
* figures from 2010-11 Annual statistical return
** N.B. This figure includes Manager & staff for Council customer service
Key dates
Date
Activity
17 October 2011
Preliminary evaluation workshop
12 December
2011
Peer review visit
TBA
Present feedback to stakeholders and staff
Being The Best We Can: City of Boroondara Library Service
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Team involved in the self-evaluation
Working group

Aileen Carter

Anne Holmes

David Murphy

Ellen Swansson

Fiona Malcolm

Holley Adams

Hugh Rundle

Jonathan Gosden

Kieran Smith

Louise Pitcher

Pene Masters

Roslyn Irons

Sue Gray

Sue Sargeant
Workshop attendees

Anne Holmes

David Murphy

Fiona Malcolm

Holley Adams

Hugh Rundle

Jonathan Gosden

Kieran Smith

Louise Pitcher

Roslyn Irons

Sue Gray

Sue Sargeant
Peer reviewers


Karyn Siegmann, City of Bayside
Suzanne Gately, City of Hobsons Bay
Being The Best We Can: City of Boroondara Library Service
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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




3. Developing social capital


4. Demonstrating leadership


5. Designing, managing and improving
systems and processes


Total


1. Providing gateways to information,
learning and leisure
2. Building individual skills, capability and
wellbeing
Key strengths







Open seven days a week (260 hours) across five libraries
Library Services has industry reputation as early adopter of Web 2.0 technology,
digital content creation, and RFID
Evaluation via the Library Facilities Review (2011) provides a long term planning
basis for future library building redevelopment in Boroondara
The Collection Management Strategy is a comprehensive document that
underpins library resources
Business planning process is inclusive of all staff and feeds into staff PREPs and
team objectives, through to the Council Plan
Extensive range of library programs that encourage reading for all ages
Digital content created by library staff and community
Key opportunities for improvement

Ashburton, Balwyn, Hawthorn and Kew need to be improved in line with Library
Facilities review

Improved access to more commercial ebooks, eaudio and downloadable music
needs to be fast tracked
Being The Best We Can: City of Boroondara Library Service
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
Staff computer network limitations have resulted in staff needing to develop
creative solutions to achieve technological innovation

Strategies need to be developed for encouraging increased engagement by the
community and staff in library social media

Expansion of opportunities for fostering innovative/new ideas from all levels of
staff needs addressing in a structured way.
Being The Best We Can: City of Boroondara Library Service
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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: City of Boroondara Library Service
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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
Improved access to more commercial ebooks,
eaudio and downloadable music
Adult Services & Balwyn Librarian, Youth
Services & Ashburton/Camberwell Librarian
and Collection Services & Hawthorn Librarian
June 2012
Complete development of Digital Strategy
Manager Library Services & Volunteer
Development and project team
March 2012
Adopt long term aim of increased face out
displays including one display shelf per bay
Team Leaders
Ongoing
Review website to streamline access
Online Services Librarian with Information
Team
March 2012
Implement a new integrated payment system
for printing and photocopying
Information Management & Kew Librarian
June 2012
Provide enhanced catalogue records for junior,
teenage and adult fiction to facilitate Sorcer
containers
Collection Services & Hawthorn Librarian
June 2012
Being The Best We Can: City of Boroondara Library Service
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Action
Develop and implement a branding campaign
focussing on the City of Boroondara Library
Service as leading and innovative library
service
Responsibility
Library Services & Volunteer Development
Management Team
Target completion
date
Progress
June 2013
KRA 2: Building individual skills, capability and wellbeing
Investigate further opportunities to promote
learning through social media (eg. DIY videos
on library YouTube channel)
Online Services Librarian and Information team
December 2012
Integrate current booking systems into one
online system
Systems Librarian
March 2012
Develop targeted promotion of the library
services to Swinburne University students
Community Development Librarian
December 2012
Develop strategies for providing learning
targeted for the Chinese community
Information Team
December 2012
Develop strategies for encouraging increased
engagement by the community in library social
media
Information Team in collaboration with other
library teams
June 2012
Liaise with Council Youth Resource Centre to
explore library opportunities for young adults
Community Development Librarian and Youth
Services & Ashburton/Camberwell Librarian
March 2012
Promote online reading tools such as Library
Thing and Good Reads to library members
Online Services Librarian with Adult Services
Team
March 2012
Being The Best We Can: City of Boroondara Library Service
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Action
Responsibility
Target completion
date
Develop a framework for targeting relevant
CALD communities
Adult Services & Balwyn Librarian in
collaboration with all teams
June 2012
Document process for evaluation of programs
Collection Services & Hawthorn Librarian
March 2012
Improve Ashburton, Balwyn, Hawthorn and
Kew branches in line with Library Facilities
review
Library Services & Volunteer Development
Management Team
June 2019
Provide new library guide in relevant
community languages
Information Team
March 2012
Investigate electronic notice boards
Information Team
June 2012
Develop a strategy to Improve outreach to
local adult community groups
Adult Services and Information Teams
September 2012
Develop stronger connections with Swinburne
University library and other departments
Library Services & Volunteer Development
Management Team
June 2012
Management Team
June 2012
Progress
KRA 3: Developing social capital
Committee established
between relevant
Swinburne University and
council departments and
several meetings held
KRA 4: Demonstrating leadership
Develop a process to share the library vision
and values more clearly to staff
Being The Best We Can: City of Boroondara Library Service
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Action
Responsibility
Target completion
date
Develop and implement a plan to better
communicate with staff the community
engagement work performed by library and
other Council employees
Management Team
September 2012
Ensure more consistent and intensive Internal
induction programs
Management Team
December 2012
Set up Ideas Wiki section on staff wiki for staff
to share and develop ideas and incorporate
evaluation process
Management Team
December 2011
Organise 'Creating Magic Workshop' day
where staff will have the opportunity to
incubate new ideas
Management Team
June 2012
Progress
KRA 5: Designing, managing and improving systems and processes
Ensure all procedures are written with clear
policy and background context prior to
inclusion in the staff wiki
Systems Librarian in collaboration with other
teams
December 2012
Develop and implement regular customer
service training to reinforce interpretation of
procedure and policy
Information Management & Kew Librarian
with support from other Team Leaders
December 2012
Review Camberwell opening hours, particularly
in relation to closed day
Library Services & Volunteer Development
Management Team
October 2012
Being The Best We Can: City of Boroondara Library Service
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Action
Responsibility
Target completion
date
Develop a process to work with Council IT
department to ensure staff computer network
does not limit the productivity of staff
Manager Library Services & Volunteer
Development, Information Management &
Kew Librarian and Systems Librarian
August 2011
Document process for evaluation of
procedures on staff wiki
System Librarian
March 2012
Being The Best We Can: City of Boroondara Library Service
Progress
Completed
Regular meetings
established at Manager
and Director level /
Manager and officer level
to resolve current issues
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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
Reviewer’s rating
To what extent is this theme a strategic imperative for this library service?
This theme is considered of critical importance for the City of Boroondara Library Service as evidenced by Collection Development Policy and Collection Management
Strategy and the range and depth of collection
What we do
Evidence
Strengths
Areas for improvement
Provision of collection that has
both quality and depth
Collection development policy
Range and depth of the
collection is excellent
Range of targeted online
databases
Nexus survey
Integration of requests and
acquisitions in Library
Management System (LMS).
Turnover figures used to inform
collection management decision
making
Customer feedback
Demographic data feeds into
collection development policy
Collection development is
through combination of standing
orders, staff expertise and
community input (ie. new item
requests)
Reservation statistics
Collection management strategy
Inter library loan statistics
Adequate budget enables us to
acquire the resources to
maintain the breadth and depth
of the collection
Highest loans per capita across
Victorian public libraries
Improved access to more
commercial ebooks, eaudio and
downloadable music
Completion of Digital Strategy
Average age of collection is
appropriate to items
Ongoing review of appropriate
methodology for providing
access to local history
Benchmarking against other
library services
Constant review of online
resources through rigorous
evaluation
Broader communication to aid
training of staff in demographic
and usage analysis
DPCD satisfaction surveys
Comprehensive collection
Membership statistics
Request statistics
Annual statistical return
Collection maintenance
Being The Best We Can: City of Boroondara Library Service
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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
schedules result in continual and
thorough weeding practices to
ensure the collection meets the
needs of the local community
Copies of local history
publications
Strong English learning collection
(books, kits and online
resources) to support those in
the community with literacy and
English as a second language
needs
Microform, CD-Roms and online
resources for genealogical
research - list of holdings at all
branches
Aim to provide same level of
information services and
resources to members of the
Home Library Service
Regular rolling stocktakes across
collections
Local History publications, both
print and talking book, produced
by Library Service
Regular reviews undertaken of
the Collection Management
strategy and Collection
Development plan
Utilisation of LibraryLink Victoria
to provide access to resources
Memory Victoria conservation
assessment - Statewide project
Library Service Future directions
strategy 2004-14
Business plan
Collection breakdowns
Loan and turnover statistics
Public IT capacity
List of online databases
Shortlisting of local history
publications
Online digital content

Library news (general)

Bookends (adult)

About the books (youth and
children)
Reviewer’s rating
management strategy.
Collection encompasses a wide
range of formats (e.g. print,
online, large print, audio,
downloadables)
Collection development is highly
responsive to community needs
Regularly updated collection
development policy adopted by
council
Broad range of digital content
creation (eg. staff wiki, blogs,
digital photographs, reviews,
online history walking trails)
Aim to have resources in
libraries at the same time as
bookshops
Strong relationships with
booksellers and suppliers
Genealogy collection at Kew of
statewide significance
Local History collection at
Hawthorn of statewide
significance
Local History publications are
Being The Best We Can: City of Boroondara Library Service
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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
from other library services

Telling tales (local history)
Digital content created by library
staff and community (eg. staff
wiki, local history wiki, blogs,
digital photographs, reviews,
online history walking trails)

Staff wiki

Local and family links
Collections held include:

Reference - print and online

Adult, teenage and junior
fiction and non-fiction books

Picture, easy reader and
board books

Local and Family History print, online, microform

Non- English resources in
Chinese, French, German,
Greek, Indonesian, Italian
and Korean - print and
audiovisual

Language learning and
literacy collections - print, kit
and online

Magazines and newspapers print and online
Being The Best We Can: City of Boroondara Library Service
Reviewer’s rating
high quality have been
submitted for Victorian
Community History Award
Collection maintenance
schedules result in continual and
thorough weeding practices to
ensure the collection remains
current and meets the needs of
the local community
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Key result area 1: Providing gateways to information, learning and leisure
1.1 Sufficiency, range and suitability of resources

DVDs for adults, teenagers
and children

Talking books for adults,
teenagers and children - CD
and online

Large print books and
magazines
Library service rating
Reviewer’s rating
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating

Boroondara does extremely well here and we believe it deserves 4 star rating.

We were particularly impressed with the Collection Management Strategy and the commitment (which is met) to have books on the shelves before
they are in bookshops.

Digital Strategy is a great innovation.

Noted was the upcoming implementation of eBooks.

Highly responsive to customer requests
Being The Best We Can: City of Boroondara Library Service
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Key result area 1: Providing gateways to information, learning and leisure
1.2 Arrangements for access
Library service rating
Reviewer’s rating
To what extent is this theme a strategic imperative for this library service?
5 libraries open 7 days a week for 260 hours as well as extensive virtual access are evidence of commitment to this theme
What we do
Evidence
Strengths
Areas for improvement
Open seven days a week (260
hours)
Customer feedback
Open seven days a week (260
hours) across five libraries
More flexible spaces in branches
At least one branch open four
nights a week
VDI technology is inadequate to
cope with needs of staff and
community
Aim to provide access to as
many services/resources online
as in physical library
Home library service to
members of the community
unable to visit the library
because of frailty, age or
disability.
Free Wi-Fi and internet access
Excellent displays of collections
at branches
Free unlimited reservations
Library catalogue optimised for
mobile devices
Study rooms at 3 libraries
After hours returns at all
Being The Best We Can: City of Boroondara Library Service
Conditions of membership (in
English and Chinese)
Opening hours
Conditions of use for PCs
Statistics for Wi-Fi usage
Fees and charges
Reservation statistics
Online renewal statistics
Statistics for computer usage
and occupancy
PC ownership data from Census
Library facilities review - 2011
(incorporating council's long
term financial strategy)
Business Plan
Access to public
computer/internet is free with
no content filtering
High uptake of online renewals,
self serve issues and
reservations
Physical access to buildings is
DDA compliant
Branches are centrally located
and easily accessible by public
transport
Camberwell to open 7 days
Need more power outlets
Colour printing and scanning
Need Spydus android app
More face out displays needed
for promotion of collection at
some branches
Review displays of community
notices
Members can book PCs
Review website to streamline
access
Good combination of print and
online collections
Implement a new integrated
payment system for printing and
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Key result area 1: Providing gateways to information, learning and leisure
1.2 Arrangements for access
Library service rating
Reviewer’s rating
libraries
Visitor numbers
iSpydus app
photocopying
Single telephone number for
library service
Statistics for Home Library
Service
Chinese interface on catalogue
Many options for members to
DIY - reservations, bookings of
PCs and for events , self serve
Increased usage of website
Mobile catalogue
Early adopter of social
networking tools for marketing
Enhanced catalogue records for
junior, teenage and adult fiction
to facilitate Sorcer containers
iSpydus app
Mobile optimised catalogue
Library enquiries via email
available 24/7
Wide ranging online presence blogs, website, Facebook,
Twitter
Roaming librarian at Hawthorn
Library
Email alerts of new items which
are of interest to borrowers
Increased access points to
resources (eg. Library Thing,
syndetics, Sorcer, QR codes)
Computer Savvy Seniors - a peer
to peer pc/internet training
program for older adults
Uniform loan periods for all
lending collections
Unlimited loans and reservations
Being The Best We Can: City of Boroondara Library Service
QR Codes
Inclusion of extra functionality
for self serve (eg. online
payments)
E newsletters
Chinese characters in catalogue
Current blogs:

Library news (general)

Bookends (adult)

About the books (youth and
children)

Telling tales (local history)
New Alert Profiles
Sorcer
Library Thing
QR Codes
Facebook and Twitter pages
Computer Savvy Seniors
statistics
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Key result area 1: Providing gateways to information, learning and leisure
1.2 Arrangements for access
Library service rating
for physical items in lending
collections
Library Future Directions
strategy 2004-14
Devices to assist members of the
community with a disability to
access information (eg. SARA
readers, Trackballs, Hearing
loops, Audio navigator)
Staff VDI survey
Reviewer’s rating
Eventbrite statistics
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating

We believe this should be a 4 star rating

Opening hours are long and are consistent between branches.

Physical access is complemented by a range of online options

Use of QR codes to improve access to databases is a great innovation

Excellent use of Web 2.0 marketing
Being The Best We Can: City of Boroondara Library Service
- 23 -
Key result area 1: Providing gateways to information, learning and leisure
1.3 Staff knowledge of information tools and user support
Library service rating
Reviewer’s rating
To what extent is this theme a strategic imperative for this library service?
City of Boroondara Library Service has a strong commitment to ensuring that staff have the skills and knowledge that enables and empowers them to transfer appropriate
information to library users in both face to face and virtual environments
What we do
Evidence
Strengths
Areas for improvement
Representation/involvement on
wider professional networks
(e.g. SPUN,PLVN, Collections Coop, Multicultural SIG, Home
library SIG, LibMark)
Click goes the library and
Computer Savvy Seniors
programs were shortlisted for
LGPro excellence awards
Excellent knowledge
management through use of
staff wiki for procedures, IT
issues, local history, etc
Build on knowledge
management through increased
use of the staff wiki
Staff wiki - highlighted at Council
innovation forum and submitted
for the LGPro excellence awards
Regular Systems newsletter for
staff
Expanding the use of social
media for marketing the library
service and programs
Local history wiki
Social networking across council
(e.g. Yammer)
Increase staff take up of social
media and blogging
Team meeting minutes
Quarterly calendar of events
Program brochures from 2011
Qualified librarians on duty
across library opening hours
Increase number of volunteer
trainers for the Computer savvy
seniors program to meet
demand
Qualified librarians on duty
across library opening hours
Sorcer catalogue provides
increased access points to library
resources
Management of Community
information system - a current
listing of community groups and
organisations relevant to local
community
Wide ranging online presence
Creation of online digital content
for:

Blogs
Being The Best We Can: City of Boroondara Library Service
Genealogy: a select list of
resources to help with family
history research
Listing of languages other than
English spoken by staff
Rosters
Current blogs:
High demand for Computer
Savvy Seniors program - a peer
to peer pc/internet training for
older adults
Extensive use of social media for
marketing library service and
events in comparison with other
libraries
Increase staff knowledge of
capabilities of integrated
telephone system
Improve staff knowledge of
translation services
Signs for social media displayed
in library (e.g. Facebook, twitter,
- 24 -
Key result area 1: Providing gateways to information, learning and leisure
1.3 Staff knowledge of information tools and user support
Library service rating

Website

Library news (general)

Facebook

Bookends (adult)

Twitter

Wiki - staff, local history
Roaming librarians at Hawthorn
Library

About the books (youth and
children)

Telling tales (local history)
SPUN & PLVN presentations on:
Resource sharing amongst
libraries via ILL system

iSpydus app

Sorcer
Training/support offered to
staff:

online payments

desktop management


Excellent knowledge
management through use of
staff wiki for procedures, IT
issues, etc
Local history wiki interactive database of
Boroondara's history
(including historical plaques)

Information sharing and
planning at team and
branch meetings

Online resources training for
staff (in-house and external)
Being The Best We Can: City of Boroondara Library Service
Reviewer’s rating
Range of print and online library
science periodicals for staff
Email alerts of new items - New
Alert Profiles.
wi-fi icons)
Need for different models of
training/coaching for staff
Online reviews and ratings of
titles on the catalogue by
members
Staff content creation (eg. social
media, wiki)
Staff design and deliver quality
programs (eg. About the
boys/girls, Click goes the library)
Training plan
Calendar of events
Representation on professional
bodies within the industry
List of librarians involved in
Frontline training
- 25 -
Key result area 1: Providing gateways to information, learning and leisure
1.3 Staff knowledge of information tools and user support

Frontline training for
librarians

Availability of library science
periodicals for staff

Informal sharing of
knowledge and skills within
workplace

Attendance at seminars and
conferences
Library service rating
Reviewer’s rating
Programs/resources offered to
community:

Click goes the library
provides demonstrations of
freely available online
resources

Regular book talks for adults
where staff review items
found in the collections

Internet assist is a weekly
hands on session for the
community to improve basic
internet, email and
computer skills

Booklists across a range of
subjects and collections for
Being The Best We Can: City of Boroondara Library Service
- 26 -
Key result area 1: Providing gateways to information, learning and leisure
1.3 Staff knowledge of information tools and user support
Library service rating
Reviewer’s rating
various age groups

Library enquires handled via
email

Deferred enquires

Database of the month
promotions
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating

Agree with 3 star rating here – very solid in the area of staff training and availability
Being The Best We Can: City of Boroondara Library Service
- 27 -
Key result area 1: Providing gateways to information, learning and leisure
Overall star rating
Library service rating
Reviewer’s rating
Peer review notes



Peer reviewers rate Boroondara as 4 star in this area. Resources and access arrangements are both excellent.
There are plans in place for improvements – eg new Camberwell library will be open 7 days a week, e-books for loan are in the process of
implementation.
An excellent use of web 2.0 technologies is also noted.
Being The Best We Can: City of Boroondara Library Service
- 28 -
Key result area 2: Building individual skills, capability and wellbeing
2.1 Lifelong learning in the library context
Library service rating
Reviewer’s rating
To what extent is this theme a strategic imperative for this library service?
Helping people and groups to reach their potential through learning is a key focus of the City of Boroondara Library Service
What we do
Evidence
Strengths
Areas for improvement
Programs offered to the
community:
Database statistics
Total number of programs
offered
Investigate further opportunities
to promote learning through
social media (eg. library YouTube
channel)
 Author talks
 Themed series of talks for
adults
 Click goes the library
sessions for the public (and
council staff)
 Preschool, Chinese bilingual,
Bedtime and Tiny tots
storytimes
Loan statistics
Program evaluation forms
Highly responsive to community
needs in designing events and
programs - feedback informs new
events.
Award winning programs – LGPro
Excellence Awards, Council
Innovation awards
Staff design and deliver quality
programs (eg. About the
boys/girls, Click goes the library)
How to guides
Meetings rooms provide
technological capabilities for
community groups. (eg. wifi,
overhead projector, LCD
television)
Total programs offered
Program attendance statistics
Customer feedback forms
 Local history talks
Meeting room booking statistics
 Human library events (eg.
indigenous human library)
Booklists
 Green renters workshops
Events calendar
 Computer savvy seniors
Program brochures
Boroondara Bulletin
Being The Best We Can: City of Boroondara Library Service
Specialist librarians available
across branches to support
lifelong learning for the
community (eg. youth services,
adult, information, home library,
Stronger links between the library
service and U3A, neighbourhood
houses and community centres.
Integrate current booking system
into one online system
Targeted promotion of the library
services to Swinburne University
students
VDI technology is inadequate to
cope with the needs of the
community
Develop strategies for providing
learning targeted for the Chinese
community
- 29 -
Key result area 2: Building individual skills, capability and wellbeing
2.1 Lifelong learning in the library context
Library service rating
 English conversation club
Press releases
local history)
 Internet assist
List of online databases
 Raise a reader sessions for
parents
Mobile spydus
Extent and depth of physical
collection
 Themed activities for school
aged children (2011 = 'Mad
About...')
 Interfaith forums (joint
program with the
Boroondara Interfaith
network)
 Boroondara Literary awards
(sponsored by Balwyn
Rotary and Leader
newspapers)
E-resources provide
opportunities for learning
outside the library physical
space and core opening hours
Reviewer’s rating
Unlimited loans and reservations
Strong English comprehension
resources through E collection
(print and kits) and online
through the Road to IELTS
database
E-resources are regularly
reviewed to ensure they meet
the community's learning needs
Access to a wide range of training
opportunities through Council's
Learning and Development
programs
Calendar of events
Yourtutor and range of online
databases for research and
student tutoring.
Provision of study rooms and
quiet study/reading spaces
Being The Best We Can: City of Boroondara Library Service
- 30 -
Key result area 2: Building individual skills, capability and wellbeing
2.1 Lifelong learning in the library context
Library service rating
Reviewer’s rating
Community meeting rooms
available for community groups
to book
Ongoing, in-house training for
staff in using tools to assist
reference enquiries
Introduction to the library
sessions for overseas students
at Swinburne University
Provision of resources to aged
care facilities to support inhouse learning opportunities
Local history element on the
staff wiki
Local history wiki - interactive
database of Boroondara's
history (including historical
plaques)
Range of blogs:
 Library news (general)
 Bookends (adult)
 About the books (youth and
children)
 Telling tales (local history)
Being The Best We Can: City of Boroondara Library Service
- 31 -
Key result area 2: Building individual skills, capability and wellbeing
2.1 Lifelong learning in the library context
Library service rating
Reviewer’s rating
Booklists across a range of
themes and subjects for adults,
teenagers and children
Coordinate training sessions for
council staff as part of Council's
Learning and Development
programs (eg. use of social
media, click goes the library)
Mobile website and catalogue
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating

Agree with 3 stars here A very solid program of activities and programs for all age groups.

Also noted was the programming to Council staff as well as the public, particularly in the area of technology.

It was noted that the service was working to establish closer ties with community centres and this could benefit from formal MOUs with the centres
and other community groups.
Being The Best We Can: City of Boroondara Library Service
- 32 -
Key result area 2: Building individual skills, capability and wellbeing
2.2 Providing and promoting 21st century literacies
Library service rating
Reviewer’s rating
To what extent is this theme a strategic imperative for this library service?
City of Boroondara Library Service was an early adopter of web 2.0 technology that focussed on user education and content creation
What we do
Evidence
Strengths
Areas for improvement
Programs for the community:
Website hits statistics
 Click goes the library
Database usage statistics
 Class visits by primary and
secondary students
(general introduction /
local history focus)
Loan statistics
Highly skilled staff develop and
present a wide range of 21st
century literacy programs for
staff and public
VDI technology is inadequate to
cope with the needs of staff and
community. This can mean that
staff are forced to complete work
at home
 Computer savvy seniors
Events calendar and brochures
 Internet assist
Award winning programs - LG Pro
and Excellence Awards, Council
Innovation awards
 Yourtutor - online support
for students
Promotion of e-resources with
QR codes on shelves and flyers
E-resource training for staff
Enhanced catalogue with
discovery tools (eg. Library
Thing, reader recommendations
and social media capabilities)
Eventbrite statistics
E-newsletters
Computer Savvy Senior brochures
Facebook
Twitter
Flickr
Picture Australia
Trove
Being The Best We Can: City of Boroondara Library Service
Library staff present 21st literacy
programs to council staff as
integral part of Council Learning
and Development program
Staff regularly monitor new
developments in technology,
social media and databases
Promotion of e-resources
integrated into the library space
with QR codes
Web 2.0 used in general library
operations and practice (eg. staff
wiki, blog posts and use of social
media for marketing events and
library service)
Improved access to more
commercial ebooks, eaudio and
downloadable music
Review website to streamline
access
Develop strategies for
encouraging increased
engagement by the community in
library social media
Software to assist PCs to read
text to sight disabled people
- 33 -
Key result area 2: Building individual skills, capability and wellbeing
2.2 Providing and promoting 21st century literacies
Use of Web 2.0 technologies in
marketing library service (eg.
Facebook, Twitter, Flickr, blogs)
Local history resources/tools
available to staff via staff wiki
Specialist librarians available
across branches to support
lifelong learning for the
community (eg. youth services,
adult, information, home
library, local history)
Aim to provide access to as
many services/resources
through library website as in
physical library
Library service rating
Yammer
List of online databases
Local history wiki
Current blogs:

Library news (general)

Bookends (adult)

About the books (youth and
children)

Telling tales (local history)
Reviewer’s rating
Library Service was an early
adopter of ongoing user of social
media
Ongoing and unique peer to peer
computer training program for
older adults (Computer Savvy
Seniors ) since 2006
Early provider of mobile website
Mobile catalogue
Staff VDI survey
Online databases
Roaming librarians
Local history wiki
Use of Yammer for internal
library and council
communication including a
library services group
Being The Best We Can: City of Boroondara Library Service
- 34 -
Key result area 2: Building individual skills, capability and wellbeing
2.2 Providing and promoting 21st century literacies
Library service rating
Reviewer’s rating
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating

Agree with 3 star rating. Boroondara was an early adopter of various strategies using Web 2.0. Other services have caught up to some extent but
it is still a very impressive program.

The range of programs for Seniors around IT and the use of volunteers was excellent.


Noted was the lack of support from the Council IT department in understanding the needs and services provided by modern public libraries
The library needs to ensure that they have some say in the website redevelopment (if possible)
Being The Best We Can: City of Boroondara Library Service
- 35 -
Key result area 2: Building individual skills, capability and wellbeing
2.3 Encouraging a reading culture
Library service rating
Reviewer’s rating
To what extent is this theme a strategic imperative for this library service?
Encouraging reading is a core value of our library service and its importance to our literate community is evidenced by their attendance at programs and high usage of our
collections
What we do
Evidence
Strengths
Areas for improvement
New and existing librarians
receive regular training in
reference and readers advising
skills
Loans statistics
Extensive range of library
programs that encourage reading
for all ages
Liaise with Council Youth
Resource Centre to explore
library opportunities for young
adults
Offer a range of programs that
celebrate, encourage and
promote reading
Total programs offered
Delivery of books to members
of the Home Library Service
based on specific reading
profiles
Promotion and participation in
national and Victorian reading
programs (eg. Summer Reading,
National Year of Reading)
Catalogue has embedded
features for reading
development (eg. Chinese
Reservation statistics
Requests statistics
Program attendance statistics
Highly responsive to customer
feedback and suggestions for new
titles through new item requests
Encouraging local book groups to
use the library as a resource
Specialist librarians to provide
readers advice for children,
teenagers and adults
Improved access to more
commercial ebooks, eaudio and
downloadable music
Home Library Service delivery
statistics
Access to reader development
tools in print and online for both
staff and the community.
Use the National year of reading
to promote the library to people
with low levels of literacy
Benchmarking against other
libraries
Range and depth of the collection
is excellent
Software to assist PCs to read
text to sight disabled people
Calendar of events
All librarians to complete
Frontline training in reader
development
More consistent approach to
reader development through face
out displays using frontline
Program evaluation forms
Collection management strategy.
Collection Development policy.
E-newsletter
New profile alerts
Being The Best We Can: City of Boroondara Library Service
- 36 -
Key result area 2: Building individual skills, capability and wellbeing
2.3 Encouraging a reading culture
characters/interface, reader
reviews, Library Thing, new to
our collection)
Demographic data feeds into
collection development policy,
particularly in regards to LOTE
collections
Library service rating
Sorcer
Staff reviews of conferences,
workshops and seminars they
attended
Booklists
LOTE collections available in:

Chinese

French

German

Greek

Indonesian
Unlimited reserves and loans

Italian
Requests for new titles can be
made by library members online and in library

Korean
Collection management
strategy undergoes regular
revision
Booklists across a range of
themes and subjects for adults,
teenagers and children
Formats include:
Frontline techniques used in
display
Books in various formats and
languages available for
members
Email alerts of new items which
are of interest to borrowers
Support staff to attend relevant
Being The Best We Can: City of Boroondara Library Service

Large Print

Compact disc

eaudio

ebook

kits
Reviewer’s rating
Devices to assist members of the
community with a disability to
access information (eg. SARA
readers, Trackballs, Hearing
loops, Audio navigator)
Extensive standing order list
Strong commitment to Home
Library Service
Involvement of staff in broader
networks
Staff supported to attend
relevant conferences and
workshops promoting reading
(eg. Reading Matters,
Booktalkers, writers festival)
techniques
Increase connections to
Neighbourhood houses, U3A,
Hawthorn Community Education,
Swinburne University and local
community groups
Promote online reading tools
such as Library Thing and Good
Reads to library members
Develop a framework for
targeting relevant CALD
communities
Highest loans per capita (16.1)
across Victoria
Reviews/events on library
blogs:
- 37 -
Key result area 2: Building individual skills, capability and wellbeing
2.3 Encouraging a reading culture
Library service rating
conferences and workshops
promoting reading (eg. Reading
Matters, Booktalkers, writers
festival, SheKilda)
Chinese interface on catalogue
Programs geared around special
events (eg. 150th anniversary
celebrations, National year of
reading)

Library news (general)

Bookends (adult)

About the books (youth and
children)

Telling tales (local history)
Reviewer’s rating
Chinese interface on catalogue
Programs offered to the
community by age group.
Children and teenagers (0-17)
Pre-school, Tiny tots and Bedtime
storytimes
School holiday programs
About the Boys, About the Girls
and About us All
Regular new parents talks at
Maternal and Child Health
Centres
Outreach to kindergartens and
preschools
Primary and secondary class visits
Raise a reader talks for parents
Boroondara Literary awards (joint
Being The Best We Can: City of Boroondara Library Service
- 38 -
Key result area 2: Building individual skills, capability and wellbeing
2.3 Encouraging a reading culture
Library service rating
Reviewer’s rating
program with Balwyn Rotary Club
and Leader newspapers)
Themed activities for school aged
children (2011 = 'Mad About...')
Adults (18 +)
Book talks
Author talks
150th anniversary celebrations of
Library Service (2010/11)
Annual series of informative talks
(2011 - Everything old is new
again)
Boroondara Literary awards (joint
program with Balwyn Rotary Club
and Leader newspapers)
Human library - indigenous and
interfaith
Green renters workshops (joint
program)
Older adults (50+)
Computer Savvy Seniors
Home Library Services newsletter
CALD
Being The Best We Can: City of Boroondara Library Service
- 39 -
Key result area 2: Building individual skills, capability and wellbeing
2.3 Encouraging a reading culture
Library service rating
Reviewer’s rating
Chinese Bilingual storytimes
Greek event - Meet Mark
Dymiotis (gardening talk)
Online
Click goes the library series
Internet assist
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating

Agree with 3.5 star. Boroondara has a well organised program to encourage reading and literacy across all age groups. This is reflected in their
very high circulation figures.

Responsive to customer requests for programs. A good solid program with innovations such as Savvy Seniors. Great use of technology.
Being The Best We Can: City of Boroondara Library Service
- 40 -
Key result area 2: Building individual skills, capability and wellbeing
Overall star rating
Library service rating
Reviewer’s rating
Peer review notes

Three and a half star rating. Boroondara is doing well in all these areas and aspects for improvement have been noted and are in hand.

Some areas to consider for improvement would be capturing the satisfaction rates for programs and formalising how the feedback is captured and
used to inform future programming
Being The Best We Can: City of Boroondara Library Service
- 41 -
Key result area 3: Developing social capital
3.1 Welcoming civic space and sense of belonging
Library service rating
Reviewer’s rating
To what extent is this theme a strategic imperative for this library service?
Continuous improvement of our physical spaces is recognised as a strategic imperative by Council's budget commitment to improve all of Boroondara's libraries during the
current Long Term Financial Strategy
What we do
Evidence
Strengths
Areas for improvement
Consistent and targeted
messages for new members
Library layout plans and floor
plans
Chinese bi-lingual story time
Increase in face out display
across collections
Frontline techniques used in
displays
Library facilities review - 2011
(incorporating council's long
term financial strategy)
5 physical libraries strategically
located across the council
Libraries are welcoming and safe
places, inclusive to all
community members, regardless
of age, ethnicity and socio
economic status
Community meeting rooms are
available for community groups
to book
Library programs are responsive
to local community (eg. Local
history talks, Computer Savvy
Being The Best We Can: City of Boroondara Library Service
Current and upcoming
redevelopments of Ashburton,
Camberwell and Hawthorn
Libraries:

Plans

Strategies

Functional and operational
brief

Community consultations
Statewide building audit
Nexus Survey
Branches are centrally located
and easily accessible by public
transport
Library spaces are welcoming,
well signed and have
comfortable furniture
Significant local and family
history collections (physical and
digital)
Council commitment to future
development of buildings
Council has a proactive approach
to building maintenance
Hawthorn library renovation has
resulted in flexible multi-use
spaces
Ashburton, Balwyn, Hawthorn
and Kew need to be improved in
line with Library Facilities review
Need to raise staff awareness of
the Telephone Interpretation
Service
Develop library displays that tiein with community and cultural
events
More promotional material in
other languages
New library guide to be provided
in relevant community languages
- 42 -
Key result area 3: Developing social capital
3.1 Welcoming civic space and sense of belonging
Library service rating
Seniors, Click Goes the library,
bi-lingual storytimes)
Libraries building community
survey
Library buildings are DDA
compliant ensuring accessibility
for people with disabilities
Marketing plan (for comparison
of library usage with ABS census)
Libraries are a 'third place' for
the community with inviting
spaces, clear signage and
comfortable furniture
throughout
Strong emphasis on
development of an online
presence to allow easy access
24/7/365 to library resources
(eg. Blogs, Sorcer, Website)
Commitment to Local history
through:
150th anniversary of library
services:

Displays

150 favourite books

Quotes from significant local
residents

Morning teas

Storytime (dream, reflect
imagine)

School Holiday program
(dream, reflect imagine)

Encourages a strong sense of
place and belonging
Library guides and program
handouts

Physical collections

walking guides
Conditions of membership
(English and Chinese)

publications

digital local history

information on staff wiki
Being The Best We Can: City of Boroondara Library Service
Reviewer’s rating
Open 7 days a week at
Ashburton, Balwyn, Hawthorn
and Kew Libraries
Welcoming and knowledgeable
staff
Early adoptee of digital content
creation for local history
Reputation in council for
knowledge of local history and
places
LOTE collections available in:

Chinese

French
- 43 -
Key result area 3: Developing social capital
3.1 Welcoming civic space and sense of belonging
Library service rating

Partnerships with local
historical societies

German


Greek
Digitisation of photographs


Indonesian
Creation of local history
digital content

Italian

Involvement on Heritage
Plaques committee

Korean

Local history wiki includes all
Boroondara plaques
Customer feedback forms are
provided and responded to

Local history blog
Online resources:

Regular partnerships with
the Town Hall Gallery for
displays and exhibitions
Customer feedback process

Local History online walking
guides

Library news blog (general)

Bookends blog (adult)

About the books blog (youth
and children)
Community noticeboards and
leaflets

Regular reviews and planning of
library services/spaces for the
current and future needs of the
community
Telling tales blog (local
history)

Local history publications print and audiovisual

Photographs of buildings, etc
on Flickr and other social
media

150th anniversary of library
services programs and
services
Art Track- public art space at
Ashburton library for emerging
Being The Best We Can: City of Boroondara Library Service
Reviewer’s rating
- 44 -
Key result area 3: Developing social capital
3.1 Welcoming civic space and sense of belonging
local artists to display work for
free
LOTE collections in a variety of
formats
At induction, staff are provided
with customer service training
and training on
circulation/information policies
and procedures
Library service rating

Local history photographs
available on Trove and
Picture Australia

Local history wiki
Reviewer’s rating
Memory Victoria conservation
assessment - Statewide project
Demographic profile of
Boroondara
Mystery shopper report
Risk Management plans and
procedures
Multiscreen
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating

Agree with 3 star. Some facilities are dated but well located and work well. Improvements are suggested in the Facilities Review.

Libraries would benefit from a signing and branding strategy to harness the libraries’ strong identity and value of your product. A branding strategy
will also ensure that signage is consistent and ties in with publications. De-cluttering of key areas (eg information desks, main thoroughfares) and
more face-out shelving (as planned) would also improve the appearance of libraries.

Consideration also to be given to lowering shelving heights for accessibility. Perhaps service could undertake an accessibility audit as part of the
improvement plan
Being The Best We Can: City of Boroondara Library Service
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Key result area 3: Developing social capital
3.2 Supporting social connections and reaching out to
communities
Library service rating
Reviewer’s rating
To what extent is this theme a strategic imperative for this library service?
Libraries build communities and Boroondara's library spaces are evidence of this every day of the year
What we do
Varied and comprehensive program of
activities held within the library,
externally and online
Marketing of library programs using
print and social media
Provision of library collections in a
variety of formats (eg. print, audiovisual,
downloadable and online) that has both
quality and depth
Guest memberships for visitors to the
area
Council's Community bus for
housebound/isolated older adults visits
Community notice boards and displays
of brochures
Home library service to members of the
community unable to visit the library
Being The Best We Can: City of Boroondara Library Service
Evidence
Total programs offered
Program attendance statistics
Program evaluation forms
Strengths
Regular class visits to library
branches supported by strong
links with local schools
Promotion of programs via:
Community bus brings people to
the libraries who otherwise find
it difficult

Library news blog (general)
No fines for Seniors 70+

Bookends blog (adult)
Class visits from special schools

About the books blog
(youth and children)
Computer Savvy Seniors
program

Telling tales blog (local
history)

Facebook
Professional staff aim to provide
the same level of service and
resources to members of the
Home Library Service

Twitter

Boroondara Bulletin
Marketing plan
Areas for improvement
Develop strategies for
encouraging increased
engagement by the
community in library social
media
Investigation into
electronic noticeboards
New library guide to be
provided in relevant
community languages
Develop a strategy to
Improve outreach to local
adult community groups
Large number and variety of
well-attended programs
Free unlimited loans and
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Key result area 3: Developing social capital
3.2 Supporting social connections and reaching out to
communities
Library service rating
Reviewer’s rating
because of frailty, age or disability.

Press releases
reservations
Community meeting rooms are available
for community groups to book

Local history wiki
Strong and active volunteer
program that provides additional
services and activities that could
not otherwise be provided to
existing levels (eg. Home Library
Service, Computer Savvy Seniors,
English Conversation club)
Management of Community information
system - a current listing of community
groups and organisations relevant to
local community
Libraries are a 'third place' for the
community with inviting spaces, clear
signage and comfortable furniture
Partnerships with community
groups/local organisations (eg.
Boroondara Interfaith Network, local
historical societies, neighbourhood
houses)
Strong and active volunteer program
that enhances service delivery across
the Home Library Service and Computer
Savvy Seniors and English conversation
club programs.
Regular visits to the libraries by
intellectually disabled groups in the
area.
Being The Best We Can: City of Boroondara Library Service
Community information
database
Increased usage of the Library
website
Council's Community Transport
scheme
Multiscreen
Statistics on usage of library
collections
Number of individuals and
institutions reached by home
library service
Home Library Service Statistics
Monthly reports
Quarterly Performance Report
(Council)
Statistics for volunteer usage
Volunteer position description
Council's Homeless Protocol
Our Boroondara - our city, our
future. Council research based
on ideas and feedback from
the community around
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Key result area 3: Developing social capital
3.2 Supporting social connections and reaching out to
communities
Library service rating
Reviewer’s rating
community connectedness and
sustainability
Calendar of events
List of regular programs
offered in the libraries during
2011:
Children/teenagers (0-17)

Story times - preschool,
bilingual, tiny tots, bedtime

School holiday programs

Class visits

About the boys/girls/us

Mad about .. (themed
activities)
Adult (18+)
Being The Best We Can: City of Boroondara Library Service

Author talks

Book talks

Themed series - Everything
old is new again

Family and local history
programs
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Key result area 3: Developing social capital
3.2 Supporting social connections and reaching out to
communities

Library service rating
Reviewer’s rating
English conversation club
Older adults (50+)

Computer Savvy Seniors
Technology

Internet Assist

Click goes the library family history (x2)

Click goes the library introduction to eBay (x2)

Click goes the library Facebook and twitter

Click goes the library online photo albums

Click goes the library - Tech
fair

Click goes the library travel
Events
Being The Best We Can: City of Boroondara Library Service

Indigenous Human library
celebrating sorry day (May)

Interfaith forum - joint
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Key result area 3: Developing social capital
3.2 Supporting social connections and reaching out to
communities
Library service rating
Reviewer’s rating
event (May)

Green renters workshops joint event (OctoberNovember)

Interfaith Human Library
(November)
List of regular programs
offered external to the libraries
during 2011
Children/teenagers (0-17)

Kindergarten visits

Maternal and childcare
centre visits

Preschool visits

School visits
Older adults (50+)

Computer Savvy Seniors

Book talks at aged care
centres
Events

Being The Best We Can: City of Boroondara Library Service
Boroondara literary award
- 50 -
Key result area 3: Developing social capital
3.2 Supporting social connections and reaching out to
communities
Library service rating
Reviewer’s rating
(August - September 2011)

Story time in the park, as
part of children's week
(October)

Community festivals

Click goes the library
(technology session) - at
Seniors club
List of virtual services offered
during 2011:
Being The Best We Can: City of Boroondara Library Service

Email reference enquiries

24/7 renewals

New alert profiles

Reservations

Eaudio downloads

Extensive range of online
databases

Online reviews

Mobile catalogue
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Key result area 3: Developing social capital
3.2 Supporting social connections and reaching out to
communities
Library service rating
Reviewer’s rating
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating

Agree on 3.5 rating. Boroondara runs a large range of programs appealing to different sectors of the community.

Worth noting is the volunteer program with Intellectually Disabled adults assisting with the home library service and the use of volunteers to run
the Savvy Seniors program.
Being The Best We Can: City of Boroondara Library Service
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Key result area 3: Developing social capital
3.3 Working in partnerships
Library service rating
Reviewer’s rating
To what extent is this theme a strategic imperative for this library service?
Developing close partnerships with other council departments and community/industry organisations is a key factor in ongoing community engagement
What we do
Evidence
Provision of council customer service
and cashiering at Kew Library
Kew Customer Service desk
Close relationship with Readings
bookshop - book tables at author talks
Events calendar
Ward coordination groups
Publicity for joint events done
in partnership
Working with other council departments
to improve service to the local
community (eg. Family services,
Environment and Sustainability)

Indigenous human library

Interfaith human library
Support for local book group at Kew
Library

Boroondara Literary
Awards
Indigenous Human Library - assistance
from ANTAR

Boroondara interfaith
forum
Boroondara Literary Awards - joint
partnership with Balwyn Rotary Club
and Leader newspapers

World environment day
storytime
Provide support to primary and
secondary schools through school visits
and broad access to library during
Being The Best We Can: City of Boroondara Library Service
Canterbury historical society
photos digitised on catalogue
Strengths
Areas for improvement
Strong library involvement in a
range of council committees and
working parties (eg. Early years
network)
Investigate opportunities
to partner with other
learning groups in our
community
Regular events jointly organised
by library and other council
departments
Develop stronger
connections with
Swinburne University
library and other
departments
Strong partnerships with some
library suppliers
Close relationships with local
Historical Societies
Boroondara Literary Awards
supported by strong long term
partnerships with Progress
Leader and Balwyn Rotary Club
Investigate potential book
trade partnerships for the
Boroondara Literary
Awards
Staff involvement/office bearers
in relevant industry bodies
Ashburton Library
redevelopment with Ashburton
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Key result area 3: Developing social capital
3.3 Working in partnerships
Library service rating
school library renovations
Community Centre.
Participation in broader industry
programs (eg. National year of reading,
National simultaneous story time and
Premier's Reading Challenge)
Hawthorn Historical society
newsletters
Membership on industry bodies (eg.
PLVN, SPUN, ALIA, VALA)
Kew Historical Society book
sale flyer and letters of
appreciation
Council sponsorship policy
Work closely with local Historical
societies
Register of attendance on
committees
Project to Digitise Local Historical
Society resources
Business Plan
Introduction to the library sessions for
overseas students at Swinburne
University
Summer reads program - partnership
with the State Library of Victoria
Cross promotions with Neighbourhood
houses
Library Services Future
Directions strategy 2004-14
Creating an age friendly
Boroondara strategy
Art Track- public art space at
Ashburton library
Boroondara Bulletin
Representation on Council committees:
Council website

Early years
Monthly reports

Town Hall gallery
Councillor Information Bulletin

Council Volunteer Network

Foresight committee
Hawthorn Community Precinct
stakeholders
Being The Best We Can: City of Boroondara Library Service
Reviewer’s rating
- 54 -
Key result area 3: Developing social capital
3.3 Working in partnerships

Library service rating
Reviewer’s rating
Boroondara Volunteer Centre
advisory committee
Art Track- public art space at Ashburton
library for emerging local artists to
display work for free
Interfaith forums - partnership with the
Boroondara Interfaith network
Marketing partnerships with LOTE
suppliers
Community groups displays within the
library
Partnerships with stakeholders in new
Hawthorn Community Precinct
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating

Agree on three stars here. Boroondara has done lot of work building partnerships with local, state and national organisations. There are plans for
greater links with community learning organisations

. As stated earlier it would be worthwhile establishing more formalised relationships through MOUs etc.
Being The Best We Can: City of Boroondara Library Service
- 55 -
Key result area 3: Developing social capital
Overall star rating
Library service rating
Reviewer’s rating
Peer review notes

We agree with 3 stars here. Boroondara is doing well in this area while recognising areas for further improvement.
Being The Best We Can: City of Boroondara Library Service
- 56 -
Key result area 4: Demonstrating leadership
4.1 Leadership and innovation at all levels
Library service rating
Reviewer’s rating
To what extent is this theme a strategic imperative for this library service?
City of Boroondara Library Service encourages innovation and leadership at all levels, supports this through training and mentoring and celebrates this through recognition
of innovative achievements
What we do
Evidence
Strengths
Areas for improvement
Regular review of appropriate grant
submissions
Presentations at council's
innovation forum
Articulate vision and values
more clearly to staff
Business plan process includes whole
staff with overall and departmental
plans developed
LG Pro excellence awards
Council excellence awards
Library projects regularly
nominated for LGPro and
Boroondara Excellence awards
and presented at council
Innovation forum
LGMA management challenge participation on council's team
Teams have freedom to design
and implement new programs
Employee opinion survey
(Council wide)
Multiple opportunities for input
and communication between
teams
Matrix management structure
facilitates cross fertilisation of ideas
Ideas and innovations come through
teams and all levels of staff
Staff design and deliver quality
programs (eg. About the boys/girls,
Click goes the library)
Development of future leaders through
attendance at industry workshops,
seminars, conferences and
participation on committees/working
groups
Being The Best We Can: City of Boroondara Library Service
A number of staff have received
promotions into other library
services
Staff wiki
Business Plan
Library Services Future
Directions strategy 2004-2014.
Council Plan
Staff encouraged to innovate
Clearer articulation of our
expectations of leadership
Improve mechanisms for
sharing and gathering ideas
from all staff
Explore possibilities for
replacing previously used
staff Ning for sharing staff
ideas
Study assistance program
Extensive Learning &
Development programs
Excellent knowledge
management tools comprehensive staff wiki
- 57 -
Key result area 4: Demonstrating leadership
4.1 Leadership and innovation at all levels
Library service rating
Reviewer’s rating
Support people in applications for
leadership positions
Representation on professional
bodies within industry
High amount of information
circulated to all staff
Business plan strategies lead to
objectives in staff reviews
Presentations at conferences
and seminars
Business Planning process is
inclusive and all library staff are
strongly encouraged to
participate
Access to Study assistance program
through council for courses supporting
current/future roles (eg. MBA course at
Swinburne University)
Broad range of training courses run by
Learning & Development department
Library is included in council's foresight
working group
Staff communication via wiki
Minutes from all of the different library
team meetings are distributed to all
staff (over 160 meetings annually)
Strong Performance Review and
Enhancement program (PREP)
Clear strategic directions through
business planning and Library
Services Future Directions
strategy
Nurturing of future leaders
through internal/external
opportunities (eg. Aurora
Institute)
Regular systems newsletter
Library Service Future Directions
strategy clearly outlines key initiatives
and projects
Clear connection from Council Plan to
Business Plan and individual staff
objectives in annual reviews
Strong Performance Review and
Being The Best We Can: City of Boroondara Library Service
- 58 -
Key result area 4: Demonstrating leadership
4.1 Leadership and innovation at all levels
Library service rating
Reviewer’s rating
Enhancement program (PREP) to
manage annual reviews of all staff
Employee Opinion Survey - council
wide survey of staff
Sharing the Plan sessions with CEO at
library branches for staff
Staff are part of council's team
participating in the LGMA management
challenge
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating

We think this should be 3.5 stars rather than 4 as assessed by library staff.

Boroondara does this well but would benefit from a more formal process for suggesting and assessing new ideas.
Being The Best We Can: City of Boroondara Library Service
- 59 -
Key result area 4: Demonstrating leadership
4.2 Planning and community engagement
Library service rating
Reviewer’s rating
To what extent is this theme a strategic imperative for this library service?
The City of Boroondara Council Plan, the Library Future Directions Strategy, the Library Services & Volunteer Development Business Plan and individual staff PREPs provide
the strategic framework in which we operate
What we do
Evidence
Strengths
Areas for improvement
Opening hours review: every couple
of years regularly reviewed for
usage
Mystery shoppers report
Scored very highly in mystery
shopper program
Articulate what we do with
community engagement to
library staff
Library service good news stories in
Boroondara Bulletin, eComms
Plans for CL, HA and AB plus
extensive community consultation
Early Years Network participation
Dollars, cents & public libraries
report
Direct community engagement in
planning new libraries
Focus groups and specific
consultations
Nexus survey (includes non users)
Customer feedback at all programs
Program evaluation forms
Business plan reported on quarterly
and reviewed annually
Collection development policy
Library staff have input into council
planning frameworks (eg: Language
Service Strategy, North East Precinct
review, CALD community
engagement plan)
Town Hall Gallery advisory
Being The Best We Can: City of Boroondara Library Service
Library facilities review - 2011
(incorporating council's long term
financial strategy)
Library Services Advisory
Committee terms of reference
Business Plan
Scored well in community
surveys
Business planning process:
inclusive, part of council process,
learning and development for
champions
Clear connection from Council
Plan and Library Services Future
Directions strategy to business
plans for teams
Increase targeted
consultation to particular
groups of non users (eg.
youth, males)
To identify areas for
improvement resulting from
recent Nexus survey
Staff involvement/office bearers
in relevant industry bodies
Library staff have a regular seat
at the table for council planning
processes
- 60 -
Key result area 4: Demonstrating leadership
4.2 Planning and community engagement
Library service rating
committee has a library
representative involved in all
planning
Library Service Future Directions
strategy is endorsed by Council
Library buildings community surveys
Customer feedback process
New library service advisory
committee
Customer feedback form
Council Plan
Reviewer’s rating
Extensive community
consultation undertaken in
relation to Camberwell and
Ashburton libraries
Documented customer feedback
process
External planning process: SPUN,
MAC, Statewide Development
Projects, PLVN special interest
groups (SIGs)
Stock selection process highly
responsive to public request and
needs
Programs respond to community
needs
Home library service surveys
conducted
Input into council plan and QPR
User requests used for collection
development
Council adopted policies and
strategies underpin operations (eg.
Collection Development Policy,
Library Facilities Review, Library
Being The Best We Can: City of Boroondara Library Service
- 61 -
Key result area 4: Demonstrating leadership
4.2 Planning and community engagement
Library service rating
Reviewer’s rating
Services Future Directions strategy)
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating

Suggest 3 stars rather than 3.5. Boroondara does this very well but not with the extra edge to justify 3.5 stars
Being The Best We Can: City of Boroondara Library Service
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Key result area 4: Demonstrating leadership
4.3 Building organisational capability through people
Library service rating
Reviewer’s rating
To what extent is this theme a strategic imperative for this library service?
We believe that library staff provide a gateway from the community to learning, reading and information and that the library service needs to be a learning organisation to
support this
What we do
Evidence
Strengths
Areas for improvement
Family friendly policies - job share,
48/52, flex time
Employee Assistance Program
Number of staff actively studying
for professional qualifications
Quality Performance Review and
Enhancement program (PREP) process
Regularly reviewed induction
package including manual
handling techniques section
Internal induction could be
more consistent and
intensive
Council and internal induction
programs
List of attendances at courses
Staff training plan
Strong knowledge management tool staff wiki
Study assistance program generous study leave provisions
Extensive Learning & Development
training program available to staff
Staff retention - years of service
Professional development
opportunities
Internal and external
promotions of library staff
Coaching and nurturing staff and
fostering talent
Career progression fostered, but
career can be up, down or
sideways
Staff are strongly encouraged to
have a healthy work/life balance
Employee assistance program is
easily accessible
Frontline training for librarians
Employee Opinion survey council wide (bi-annual)
Opportunities for higher duties in
libraries and other council departments
Council Learning and
Development program
Sick leave bank for employees
affected by a serious and
incapacitating illness who have
no sick, carer's or annual leave
credits
Secondments within library service and
Learning and Development
Personal development
Being The Best We Can: City of Boroondara Library Service
- 63 -
Key result area 4: Demonstrating leadership
4.3 Building organisational capability through people
Library service rating
Reviewer’s rating
to other council departments
embedded in PREP process
encouraged and important
Regular customer service review via
mystery shopper telephone survey
List of secondments
Commitment to develop skills
rather than developing only to fill
gaps
Staff regularly attend seminars, training
courses, and conferences
Staff have access to council's extensive
range of learning and development
courses
Staff having PLVN SIG groups, SPUN etc.
Industry workshops
Access to the Employee Assistance
Program
Good selection of library journals
accessed by all staff
Number of work experience
and professional placements
Mystery shopper report
Staff development linked to PREP
process
Number of work experience
students and professional
placements
Family friendly workplace - job
share, 48/52, flex time
Study assistance program is
generous and readily available
for staff to access
Staff design, develop and run in-house
training programs
Library staff run training sessions for
other council staff
Partner with local schools, Universities
and TAFEs to offer industry placements,
work experience and Duke of
Edinburgh programs
Recruitment of best person for
positions based on qualifications,
Being The Best We Can: City of Boroondara Library Service
- 64 -
Key result area 4: Demonstrating leadership
4.3 Building organisational capability through people
Library service rating
Reviewer’s rating
attributes and skills
Training plan for staff - reviewed
regularly and modified to meet current
needs of staff
Use of technology (eg. RFID) to remove
many repetitive tasks and streamline
workflows (improved OHS) to all staff
to focus more on the community
Annual training needs assessment as
part of the PREP process which results
in the development of individual
training plans for all permanent staff
Opportunities to provide leadership
and innovation across council (eg.
membership on Foresight committee,
participation at innovation showcases)
Staff are supported to attend various
conferences and workshops, (eg VALA,
SPUN, Reading Matters, Booktalkers,
many PLVN and State library run
workshops)
Study assistance program readily
available for staff
Being The Best We Can: City of Boroondara Library Service
- 65 -
Key result area 4: Demonstrating leadership
4.3 Building organisational capability through people
Library service rating
Reviewer’s rating
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating

Peer reviewers rate this as 4 star rather than 3.5 as assessed by Boroondara. Use of the PREP process and annual training needs assessment
ensures that training needs are recorded and acted on.
Key result area 4: Demonstrating leadership
Overall star rating
Library service rating
Reviewer’s rating
Peer review notes

Peer reviewers suggest 3.5 stars rather than 4. While Boroondara’s performance here is very impressive, it would benefit from a more formalised
method,, such as a requirement for a business plan for program suggestions and a method to assess staff suggestions for improvements.

It is understood that the need to balance innovation with more formal business practices and not stifle ideas is a fine one but it would be good
development for staff to understand the implications of setting up a new program and to think through all the requirements in a more structured
way.
Being The Best We Can: City of Boroondara Library Service
- 66 -
Key result area 5: Designing, managing and improving systems and processes
5.1 Implementation of policies and procedures
Library service rating
Reviewer’s rating
To what extent is this theme a strategic imperative for this library service?
Policies, plans and procedures which are regularly reviewed and reported on provide a robust knowledge management framework for the library service
What we do
Evidence
Strengths
Areas for improvement
Strategic/business plans feed into
the Annual budget process
Monthly reports
Staff wiki is an innovative
knowledge management tool
Need for consistent internal
induction program
Annual Library Services business
plan, which is part of the overall
Council business planning process,
provides the framework for the
development of policy and
procedure
Annual budget
Business plan
OHS & risk management - early
intervention imbedded into the
library culture
Council incident report
forms need reviewing to
cover public incidents
Staff Wiki highlighted at Council
Innovation showcase and
submitted for LGPro Excellence
awards
The Collection management
strategy is a comprehensive
document that underpins library
resources
Procedures should be
written with clear policy and
background context
Library guide
Business planning process is
inclusive of all staff and feeds
into staff PREPs and team
objectives, through to the council
plan
Various staff forums, such as team
meetings identify gaps in policy
and procedure. These forums
include branch staff meetings and
cross branch teams. Customer
feedback also feed into this
process.
Proposed policy and procedure
changes are referred to the Library
Management Team
Once approved all policies and
Being The Best We Can: City of Boroondara Library Service
Quarterly Performance reports
Risk management team minutes library and council
Council incident report form
Regular customer service
training to reinforce
interpretation of procedure
and policy needs developing
and implementing
Staff training plan
Minutes for all library team
meetings (over 160 annually)emailed to all staff and stored on
shared drive
- 67 -
Key result area 5: Designing, managing and improving systems and processes
5.1 Implementation of policies and procedures
procedures are stored on the staff
wiki and staff are informed via
email and meetings
The staff Wiki is key to managing
and improving our systems as it is
the single place where virtually all
information staff need can be
accessed by using the search
button
Library service rating
Reviewer’s rating
Collection development policy
Collection Management strategy
Staff induction pack
Council plan
Customer feedback forms
Library Services Future Directions
Strategy- 2004-14
Comprehensive procedures for
collection management are
contained in the Collection
Management Strategy and
updated regularly
Strong Collection Development
Policy that is regularly reviewed
Strong emphasis on OHS including early intervention
program
Staff induction manual including
manual handling section
Internal library staff induction
introduces staff to library specific
policies and procedures
particularly focussing on the wiki
Being The Best We Can: City of Boroondara Library Service
- 68 -
Key result area 5: Designing, managing and improving systems and processes
5.1 Implementation of policies and procedures
Library service rating
Reviewer’s rating
Council induction introduces staff
to the City of Boroondara and its
formal policies and procedures
Regular reviews of workflows (eg
At Hawthorn, new
returns/circulation area has
resulted in improved OHS practices
and introduction of roving
librarian)
Staff input into policy and
procedures is encompassed at all
levels
Library Services & Volunteer
Development risk management
committee (consisting of staff of
all levels and risk management
representation) meets quarterly
and ensures staff familiarity with
risk processes
Being The Best We Can: City of Boroondara Library Service
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Key result area 5: Designing, managing and improving systems and processes
5.1 Implementation of policies and procedures
Library service rating
Reviewer’s rating
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating

Agree on 3 star rating.

Peer reviewers were particularly impressed with the staff wiki as a means of easily revising policies and procedures and ensuring they are
accessible.

More needs to be done on evaluating programs and processes – a lot of data is collected but it is not clear what is done with this
Being The Best We Can: City of Boroondara Library Service
- 70 -
Key result area 5: Designing, managing and improving systems and processes
5.2 Obtaining and using resources
Library service rating
Reviewer’s rating
To what extent is this theme a strategic imperative for this library service?
Ensuring that the best use possible is made of council's investment in the library service is a key imperative
What we do
Evidence
Strengths
Areas for improvement
Use "Protect a book" to assist
getting items on shelves in timely
manner
Successful Living Libraries
applications for Hawthorn and
Camberwell Libraries
Scope and depth of collection
Camberwell opening hours
need reviewing particularly
in relation to closed day
Selection done by professional
experienced staff, in combination
with standing orders and
community input (eg. new item
requests)
Council procurement policy
Regular and planned collection
management program
Comprehensive Collection
Management strategy underpins
the life cycle of library service
Adequate budget for resources
ensures staff can meet
community expectations and
needs
Move to single provider for
Being The Best We Can: City of Boroondara Library Service
Council contracts and tendering
probity policy
Introduction of RFID self serves
and returns sorters have resulted
in increased efficiencies in
workflows and improved OHS
practices
Increased website usage
Currency of collection
Reservation statistics
Building plans & budgets for
Camberwell and Ashburton Balwyn & Kew in future
Boroondara demographic
profile
Turnover statistics
Request Statistics
Annual budget
Annual Statistical return
Acquisition statistics
Collection Management
Investment in RFID handheld
devices will improve stock
management
High performing compared to
other public libraries
Adequate funding for collections
enables library service to meet
community needs
Wide range of opening hours
across 4 branches 7 days per
week (260 hours)
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Key result area 5: Designing, managing and improving systems and processes
5.2 Obtaining and using resources
Library service rating
Reviewer’s rating
public internet network and wifi
strategy
Adequate staff ensure that
programs, services and opening
hours meet the needs of the
community
Standing order list
Contracts regularly reviewed to
ensure best value
Library facilities review - 2011
(incorporating council's long
term financial strategy)
Adequate staff ensure opening
hours and services which meet
community needs
Regular review of trends in
publishing, both print and online
E-resources list
Free reservations, 7 day courier
and a range of online services
acknowledges new ways of
customers selecting resources
(eg. members select/reserve at
home and come to library to
collect)
Regularly review possibilities for
external Grant funding
applications
Rosters
Library Resources Budget
breakdown/monitoring
spreadsheet
PLVN depreciation guidelines
Current age of stock in loan
collections
Benchmarking against other
libraries
Staff at all levels are encouraged
to apply for grants programs (eg.
Ramsay Reid, Pierre Gorman,
Aurora)
Ideas and innovations come
through teams and all levels of
staff
Contracts for library resources
Being The Best We Can: City of Boroondara Library Service
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Key result area 5: Designing, managing and improving systems and processes
5.2 Obtaining and using resources
Library service rating
Reviewer’s rating
and services are regularly
monitored and reviewed to
ensure best value and adherence
to Council's procurement policies
All purchases and contracts are
conducted in accordance with
council procurement policy and
tendering probity policy
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating

Agree with 3.5 rating

Boroondara does very well on ensuring resources are well used and this is evidence by high circulation figures and turnover rates.
Being The Best We Can: City of Boroondara Library Service
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Key result area 5: Designing, managing and improving systems and processes
5.3 Evaluation and continuous improvement
Library service rating
Reviewer’s rating
To what extent is this theme a strategic imperative for this library service?
Regularly reviewing current programs, services and practices as well as keeping abreast of current and future trends ensures that the City of Boroondara Library
Service provides best value
What we do
Evidence
Strengths
Areas for improvement
Council's biennial Employee
Opinion Survey (EOS) and biennial
Organisational Alignment Survey
(OAS) in alternating years
Showcasing the best
Boroondara 23 things program extension of statewide program
across all staff
Staff computer network
limitations have resulted in
staff needing to develop
creative solutions to achieve
technological innovation
RFID - now fully implemented at all
branches resulting in
improvements and efficiencies in
workflows
Annual performance appraisal (PREP) facilitates self evaluation
and continuous improvement for
library staff
All programs are regularly
reviewed and
continued/discontinued in line
with results
All procedures, policies and
strategies are regularly reviewed
Being The Best We Can: City of Boroondara Library Service
Monthly Reports
Quarterly Performance Reports
(QPR)
Library building communities
survey
Best value report
Internal audits (eg. cash
handling)
PREP forms
Council Plan
Business Plan
Nexus survey
Customer feedback process
Customer feedback forms
Inclusive personal, team and
departmental planning process
Strong involvement by library
staff in council-wide planning,
reporting and evaluation
Excellent and innovative services
and practices are celebrated by
regular submissions to external
and internal excellence awards
Staff wifi pilot at Hawthorn
library needs extending to
other branches to facilitate
roaming librarian
Staff have differing levels of
engagement with change
Evaluation via Library Facilities
Review (2011) provides a long
term planning basis for future
library building redevelopment in
Boroondara
Library Services has industry
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Key result area 5: Designing, managing and improving systems and processes
5.3 Evaluation and continuous improvement
and updated
Staff keep up to date with current
and future industry trends
through:

professional networks

attendance at conferences
and workshops

professional literature

social media networks
Staff have established local, state,
national and international industry
networks which inform their
practice
Debt management is outsourced
to Unique International Recovery
service and regularly reported and
presented to council audit
committee
Annual Business planning process in which staff at all levels are
involved and five year operational
strategies are established
Business Plan strategies are
reported upon quarterly internally
Being The Best We Can: City of Boroondara Library Service
Library service rating
Event evaluation/feedback
forms
Library Services Future
direction strategies 2004-14
Reviewer’s rating
reputation as early adopter of
Web 2.0 technology (eg. social
media) and RFID
Innovation showcase
participation
Conference presentations
Risk management team
minutes - library and council
Employee opinion survey (EOS)
Organisation Alignment survey
(OAS)
Debt management audit report
Staff Representative Group
meeting minutes
Staff Representative Group
terms of reference
Library Services Advisory
Committee terms of reference
LGPro nomination forms for
wiki, Click goes the library,
computer savvy seniors
LGPro certificates
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Key result area 5: Designing, managing and improving systems and processes
5.3 Evaluation and continuous improvement
Library service rating
Reviewer’s rating
and to council
Business Plan strategies feed into
annual performance reviews and
the Council Plan
The Library Services & Volunteer
Development risk management
committee meets quarterly and
has representation on the councilwide risk management committee
Cash management - processes are
constantly reviewed in light of best
practice and audit committee
recommendations
Being the Best We Can program
Receive feedback from the
community via feedback forms and
program evaluation
Library Services provides a
representative on the council Staff
Representative Group, where
council-wide issues and policies
are reviewed
Ideas and innovation come
through teams and all levels of
staff
Being The Best We Can: City of Boroondara Library Service
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Key result area 5: Designing, managing and improving systems and processes
5.3 Evaluation and continuous improvement
Library service rating
Reviewer’s rating
Sector leading programs and
practices, such as the library staff
wiki, Click goes the Library and
Computer Savvy seniors programs,
are examples of innovation by
frontline staff
The library customer feedback
process as well as surveys and
consultations ensure services and
programs meet the needs of local
communities
Establishment of Library Services
Advisory committee provides
another opportunity for regular
community input
Library Service was an early
adopter of Web 2.0 technology
and developed in-house model of
23 things to roll out to staff
Being The Best We Can: City of Boroondara Library Service
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Key result area 5: Designing, managing and improving systems and processes
5.3 Evaluation and continuous improvement
Library service rating
Reviewer’s rating
Peer review notes on: What we do, Strengths, Areas for improvement, Evidence and Star rating

Agree with 3 star. Boroondara has a well-organised system of review leading to improvement plans

Boroondara staff are hampered by limitations in staff computer network.
Key result area 5: Designing, managing and improving systems and processes
Overall star rating
Library service rating
Reviewer’s rating
Peer review notes

Agree with three star. Again a solid performance. The staff wiki is impressive and innovative but we wondered if it was too dependent on
one or two people.

A formal structure and process for evaluating new ideas would be an improvement.
Being The Best We Can: City of Boroondara Library Service
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Overall star rating
Library service rating
Reviewer’s rating
Peer Reviewers’ overall comments and rating

Congratulations to the Boroondara library staff for completing the Being the Best process on time and so thoroughly and efficiently. It is clear that a
wide range of staff were involved and all participated conscientiously and efficiently. The presentations during the peer review day were uniformly
excellent.

We agree that 3 star is the right rating – the library service has a number of important strengths such as the collection and the innovative use of
information technology.

Weaknesses – such as the dated appearance of some buildings – do not have substantial adverse effects and action is being taken to improve these
through the Facilities Review.

The computer network limitations and a lack of support from the IT department needs to be addressed at a higher level. Council should be aware
that the inefficiencies that result in library staff having to find endless workarounds can be measured in lost productivity. Modern library service
delivery is built equally on the strength of its technology infrastructure alongside its physical collections. .

Evaluation and continuous improvement is an area that needs to be addressed to bring the library service into a higher rating.

More formalised processes around staff suggestions for programs and improvements would build the capabilities of staff and allow for a proper
evaluation of programs and services.

Consistent signage and branding would improve the appearance of the library and a sense of identification for the community. This could be easily
achieved by designing a template for signs and implementing across all branches.
Being The Best We Can: City of Boroondara Library Service
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