MEETING OF COUNCIL - Town of Cambridge

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COUNCIL MINUTES TUESDAY 27 NOVEMBER 2012 few years. According to the State Library of Western Australia (SLWA) 2011/12 Statistical Bulletin, Cambridge Library is in the top eighth percentile of public libraries in Western Australia (top 26% in metropolitan area) which open 56 or more hours per week. The high satisfaction levels do not support a change in opening hours at this time. Satisfaction Levels and Service Development In the survey, customers were asked to provide an overall rating. 53% rated the Cambridge Library as excellent with a further 42% rating it as very good. 99% would recommend Cambridge Library to others. 60 50 40 Overall rating of Cambridge Library 30 20 10 0 Excellent Very Good Good Acceptable Poor Not stated 2006 53 38 5 1 0 3 2008 57 35 6 1 0 1 2010 51 41 7 1 0 0 2012 53 42 4 1 0 0 2006 2008 2010 2012 Customers were also asked to rank 26 aspects of the service as:- • Excellent • Good • Just OK • Needs attention, or • Don’t know about this service The 4 strongest areas of performance where the library received an ‘Excellent’ ranking were:- • Environment of the Library (59%); • Quality of desk service (58%) • Staff assistance in finding information (54%) • Library’s overall layout (46%) To identify services that need marketing, the survey also provided the additional response option, "Don't know about this service but would like to know". The highest responses were Home Delivery service, book clubs, computer training and Languages Other than English. It is anticipated that many people may have interpreted Home Delivery Service as being generally available to all members and not just the housebound. This will be clarified through marketing and also amended in the next survey. Book clubs have to date been limited to self managed clubs, however, the level of interest expressed in the survey results indicates options for extending this service need to be investigated further, particularly now H:\CEO\GOV\COUNCIL MINUTES\12 MINUTES\NOVEMBER 2012\C CR.DOCX 143
COUNCIL MINUTES TUESDAY 27 NOVEMBER 2012 that the library webpage has increased functionality. The expansion of the computer training courses has already been identified for further attention. Languages Other Than English has been a focus area for the last few years as the local demographics change. Marketing will be addressed further although additional strategies may be required to communicate to non- English speaking/reading community members. The survey was intended to identify library service strengths as well as areas where the service can be improved. It was decided that where responses that the service "Needs attention" resulted in a rating of 5% or more coupled with an Excellent" or "Good" rating of 70% or lower, then improvement or the future direction of this service should be considered. As with previous surveys, all the services which met these criteria related to the collection – magazines, music CDs and DVDs. The provision of newspapers and magazines has changed over recent years with a significant expansion of subscriptions available online and a reduction of hard copy subscriptions where only 1 or 2 readers were insufficient to support the level of expenditure. Service expansion priorities A focus on collection development was further supported by the responses to the question on which library services users would like to see expanded. Survey responses ranked most to least important services. The book loan collection ranked as the highest priority (83%) followed by DVDs, downloadable e-books and e-audio books and music. This supports progressing planned service reviews, related to the feasibility of offering access to downloadable movies, e- books, e -audio books and music. Considerations include are licensing, file size and the need to balance expenditure of all collections Focus Question A focus question was introduced with each biennial survey to enable feedback to be gathered on a specific topic under development. The first focus question related to the Reading Room and resulted in improvements, which in turn has led to increased usage. This year the focus was on people's current and emerging usage of electronic books, music and movies. The 2010 focus question sought feedback on the rapidly developing Electronic Book formats. 69 people responded that they currently read electronic books. The following table identifies the type of eReader devices currently owned or purchase is planned in the next 6 months. This information was sought in both the 2010 and 2012 surveys to assist in evaluating the range of emerging eReader devices. Indicate which of the following eReader devices you currently own or are planning to purchase in the next 6 months 2010 2012 Number % Number % Personal Computer 26 42 191 34 Mobile phone 16 26 99 17 iPhone 9 15 67 12 iPad 4 6 116 21 Amazon's Kindle 3 5 69 12 Other eBook reader 4 6 22 4 Totals 62 100 564 100 H:\CEO\GOV\COUNCIL MINUTES\12 MINUTES\NOVEMBER 2012\C CR.DOCX 144
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Council Minutes 27 NOVEMBER 2012
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COUNCIL MINUTES TUESDAY 27 NOVEMBER
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COUNCIL 27 NOVEMBER 2012 The projec
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COUNCIL 27 NOVEMBER 2012 10.2 FORME
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COUNCIL 27 NOVEMBER 2012 COMMUNITY
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COUNCIL 27 NOVEMBER 2012 11. URGENT
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MEETING OF COUNCIL - Town of Cambridge

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