What makes a good library service?

Chartered Institute of Library and Information Professionals launched these guidelines at the Public Library Authorities Conference in October 2009.


The guidelines indicate that a good library service provides:

1. A positive future for children and young people



2. A fulfilling life for older people



3. Strong, safe and sustainable communities



4. Promotion of local identity and community pride



5. Learning, skills, and workforce development



6. Health improvements and wellbeing



7. Equality, community cohesion and social justice



8. Economic regeneration

"What makes a good library service? Guidelines on public library provision in England for portfolio holders in local Councils. CILIP, 2009. Available to download as a pdf (93 Kb) from:

http://www.cilip.org.uk/get-involved/advocacy/public-libraries/Pages/good-libraries-supporting-information.aspx

PLVN and LDAE

Report of the Inquiry into the Governance and Leadership of the Public Library Service in England came up with a recommendation that a Library Development Agency for England (LDAE) should be established, inter alia to:

1. advocate for public libraries
2. articulate a national vision
3. establish marketing, awareness and promotional programmes
4. disseminate good practice
5. establish a comprehensive evidence base
6. facilitate quality improvements

Sounds remarkably similar to PLVN.

What are the 5 biggest turn-offs for customers?’

Read this short e-article recently by Jurek Leon of Terrific Trading.




"I am always wary of media questions relating to customer service that are likely to highlight the negatives. I responded by saying, “How about I give you my five biggest turn-ons for customers and from this the turn-offs will be clear as well?” The five biggest turn-ons I came up with are:

1. To be listened to. When you listen to someone your body language is saying, “You are important.”



2. For service providers to do what they say they are going to do when they say they are going to do it.



3. To be kept informed especially when things go wrong.



4. To get someone who takes responsibility rather than ‘You’ll have to do this’ or ‘You’ll have to do that’.



5. To have someone who genuinely appreciates your custom and doesn’t prejudge you. "

You can sign up for his monthly newsletter at:



http://terrifictrading.typepad.com/terrific_trading/free-newsletter.html

When is discrimination not discrimination?

The Brumby Labor Government will better balance the right of individuals to be free from discrimination and the right to religious freedom under changes proposed to the Equal Opportunity Act, according to Acting Premier and Attorney-General Rob Hulls.

Mr Hulls said the changes would narrow the scope of the current religious exemptions to ensure that religious groups can no longer discriminate on the grounds of race, disability, age, physical features, political belief or activity, and breastfeeding.

But religious groups would continue to be able to discriminate on other grounds including sexuality or marital status if it was in accordance with their beliefs.

“These proposed changes follow consultation with religious bodies and have the support of the Catholic Church,” Mr Hulls said.

Here's the link to Mr Hull's press release:

http://www.premier.vic.gov.au/attorney-general/religious-freedom-to-be-protected-under-equal-opportunity-changes.html

All I have to say is to remember these words from WB Yeats:

"Once you attempt legislation upon religious grounds, you open the way for every kind of intolerance and religious persecution. "