Purpose:
The purpose of this paper is to describe the outcomes and impact of the fifth quality framework for public libraries in Wales, 2014-2017. It follows on from a paper presented at the 11th Northumbria Conference describing the development of the framework (Creaser, Spezi, & Hepworth, 2015); this paper will describe the implementation of the standards and the impact this has had on public library services in a time of considerable change. It will conclude by looking towards the future for public library quality monitoring in Wales.
Design, methodology or approach:
The fifth quality framework for public libraries in Wales, Libraries making a difference, represented a major departure from previous public library standards in the country by introducing a formal element of impact and outcome assessment alongside the more usual performance measures of inputs, outputs and satisfaction scores. It comprises 18 core entitlements and 16 quality indicators representing four broad areas of activity – customers and communities, access for all, learning for life, and leadership and development.
The framework covers the three-year period from April 2014 to March 2017. All public library authorities in Wales are required to make an annual return to MALD, the Museums Archives and Libraries Division of the Welsh Government, reporting their results against the core entitlements and quality indicators, together with a series of narrative reports describing their contribution to government agenda, case studies of impact, and future direction. These returns are independently monitored and assessed, and a summary presented annually to the Welsh local authorities.
Findings:
All 22 public library authorities in Wales have engaged with the quality framework. Performance against the standards has been mixed, with some authorities showing improvements over the period, while others have faced more challenging times. All returns have shown excellent examples of the impact of library services on communities and individuals, although quantifying such impacts has proved more elusive. Across Wales, there are a number of strengths, particularly in customer engagement and satisfaction, with an extensive range of activities and events offered, and 85% of users helped to achieve their goals. Users with special needs are well served, and free wi-fi is being rolled out, including in rural areas. The service operates with professional managers throughout, and there is a shared catalogue facilitating a prompt and efficient reservations scheme.
A number of ongoing issues have also been identified – pressure on resources has impacted upon the traditional measures of provision and use, such as visits and loans, materials budgets and acquisitions, with a fragile staffing situation in some areas and falling opening hours. Library authorities are developing innovative strategies not only to maintain their service within the statutory framework but to enhance it with cooperative working and co-location. The involvement of local communities in support of their libraries, both within the statutory service and via transfer of a number of library service points to community organisations, has impacted upon what can be included in the returns, however. This has led to falls in some of the traditional indicators of use, although customer satisfaction remains high.
Research or practical limitations or implications:
The paper presents a case study across all 22 library authorities in one country. The framework forms non-statutory guidance for local authorities in the operation of their library services. The issues addressed by the framework are universal to the provision of public library services, and as such could be applied in any jurisdiction. Some of the new indicators proved challenging to implement in some authorities and the ways in which such challenges were met will be described. Conclusions
The fifth quality framework for public libraries in Wales has continued to protect services in challenging times, through highlighting where services are most vulnerable, and bringing this to the attention of the Welsh Government and the relevant Minister. The body of evidence for the impact of library services on individuals and community groups, and the contribution of the service to both local and national agenda is growing, and appropriate use of this evidence in advocacy for the library service will further contribute to the service. As a consequence, the sixth quality framework has evolved from the fifth, retaining the emphasis on impacts and outcomes, while strengthening the guidelines for community supported libraries, giving standards for service delivery and provision which will allow those libraries which meet the standard to be kept within the statutory service and so included in the reporting.
Originality and value:
This paper documents the process by which a new national framework for assessing the quality of public library services was implemented, in collaboration with national government, local authorities and the library services themselves, and describes the results of that assessment.
References:
Creaser, C., Spezi, V. and Hepworth, M. (2015) Putting it into practice: the development of the Welsh Public Library Standards, Presented at 11th International Conference on Performance Measurement in Libraries and Information Services, July 20-22 2015, Edinburgh, UK.
Welsh Government (2014). Libraries making a difference. The fifth quality framework of Welsh Public Library Standards 2014-2017. Retrieved from http://www.lboro.ac.uk/microsites/infosci/lisu/downloads/140425wpls5en.pdf.
Impact , Value , Performance Indicators , Frameworks , Public Libraries
Putting_it_into_practice_II_-_final.pdf 