Homework Support Project

Homework Project Report


1. Purpose of the report

2. Methodology

3. Findings

4. Recommendations

5. Evaluation

6. Final Conclusion

7. Appendix


1. Purpose of the report
The report identifies the role Nottinghamshire Libraries could play in providing homework support. The work was undertaken by members of the Learning Support Team and Children and Youth Team in liaison with other Development Teams and District Managers.



2. Methodology
The project evaluated existing homework provision and examined models for extending provision across the whole county, including the development of new ‘homework clubs’ and a ‘virtual’ service.


2.1 Evaluated the Homework Centre at Kirkby-in-Ashfield Library
Discussions were held with the Homework Centre Assistant, library staff and the Learning Support Team who have worked at the Centre. Feedback was collected from children and young people who use the Centre as well as from their parents and teachers. We also analysed statistics of use.


2.2 Identified existing homework provision across the County
• Working with Extended Services Coordinators and School Librarians we conducted a survey of 283 state schools across Nottinghamshire to identify which schools ran homework clubs.
• We contacted Extended Services Co-ordinators and COG members about homework support provided by other agencies including the voluntary and private sectors. This information has helped to map provision across the county.
• We contacted Youth Centres where Newlink PCs have been located.


2.3 Identified potential partners
• We examined the Community Scoping documents as well as questionnaires sent out to COG members and Extended Services Coordinators. We also contacted Sure Start and Youth Centres where Newlink PCs have been located. This information has enabled us to identify and contact organisations with a view to potential partnership working.


2.4 Identified libraries with the greatest social need
• We examined evidence of social deprivation in the community served by each library to identify where the need for homework support was greatest and where efforts should be concentrated. Decisions were based on information from each library’s community profile and ‘The Condition of Nottinghamshire 2009’ report.
• Library Managers and District Managers were asked to complete an audit for all libraries in their area to determine what facilities were available to offer effective homework support.


2.5 Investigated models of homework support including the option of providing ‘virtual’ support
We examined 172 library authorities in England and Wales for evidence of good practice both in providing ‘homework clubs’ and ‘virtual’ support.



3. Findings

3.1 The Homework Centre at Kirkby-in-Ashfield Library
The Centre has fulfilled a need for supporting children and young people in an area of high social deprivation for 12 years. However some revisions need to be made.
• Current opening hours are not compatible with the revised opening hours at Kirkby Library.
• A number of issues regarding health and safety were identified, including staffing ratios, cover for absence and the need for enhanced CRB checks.
• Ongoing liaison with schools over planned homework topics is essential to ensure relevant resources are available.
• Ongoing promotion is needed to ensure numbers attending the Centre remain constant.
• There is a need for ‘topic pack’ material that is difficult to find in printed or online resources to be produced at an appropriate level for the age of the child, e.g. local studies material.


3.2 Existing homework provision across the County
Although only 84 schools out of the 283 contacted responded to the questionnaire, of those, the majority were very positive about working with the library service to develop homework support.
• 31 schools already run a homework club with a further 14 schools considering setting one up. Despite having their own clubs 29 of these schools could see the benefits of supporting homework provision through the library service.
• A number of agencies offer homework support e.g. YMCA in Mansfield, however, they are willing to work with the library service to ensure joint promotion and to avoid duplication.


3.3 Potential partners
A number of agencies are willing to work with the library service to promote homework support to children and parents/carers. This could take the form of promoting the homework offer, recruiting potential volunteers or giving guidance to parents/carers on how to help their children with homework.
• 26 Children’s Centres have Newlinc PCs. These could be used as a way of promoting homework provision to parents with school age children. Links between libraries and Children’s Centres are currently being investigated by the Community & Inclusion Team.
• 25 Youth Clubs have Newlinc PCs, although use in some is very low. There is scope for more promotional work with these agencies to develop homework support.
• Detached Youth Service has a county fleet of mobiles that could link in to homework support in areas that do not have access to a library.
• ‘Headspace’ will be based in the new Worksop library. We could work with them as a way of involving young people in decision making.
• ‘Blue Skies Community Initiative’ operates in the Retford area working with rural schools. Links could be made to support children who do not have access to a static library.
• Ethnicity, Culture & Achievement (ECAS) are aware of current homework provision and direct children to library services. There is scope for further promotional work with this team.
• The Head of Virtual Learning for Looked After Children is keen to work with the library service. The Children and Youth Team are currently preparing training for looked after children, which could incorporate homework support.



3.4 Libraries with the greatest social need
The responses from District and Library Managers indicated that:
• 35 libraries had some level of social deprivation.
• 10 of these, Bilsthorpe, Bircotes, Carlton-in-Lindrick, Forest Town, Ladybrook, Langold, Mansfield Woodhouse, Sutton-in-Ashfield, Warsop and Worksop, were identified as having the greatest social need and therefore a higher level of homework support may be needed.
• 4 of the 10 libraries stated that children’s PCs were not well used after school.
• 6 of the 10 showed an increase in the number of homework enquiries as opposed to the trend for a decline in other libraries. Carlton-in-Lindrick, where local staff established a homework club in 2009, showed a rise in enquiries from 20 to 138.
• 2 of the 10 libraries have neither a photocopier nor scanner, which may cause problems if children need be able to take away information from reference books.


3.5 Models of homework support including ‘homework clubs’.
• Of the 172 library authorities we looked at 41 ran homework clubs in at least one of their libraries. The majority of these are run by dedicated homework club staff; some are recruited specifically for the post, while others are existing library staff timetabled to cover the core club opening times. To reflect the specialist nature of the work most pay homework club staff on a higher scale. E.g. Shropshire pays Higher Level Teaching Assistant (Hay Grade 8), Islington offer SO1 while others pay the equivalent of Teaching Assistants or Learning Support Assistants.
• 55 authorities offer access to online subscription resources
• 35 have links to homework related websites
• 8 have obvious homework links to the ‘Ask Libraries’ service
• 3 have access to downloadable ‘topic packs’ produced by librarians.


3.6 Providing virtual homework support.
Many schools are moving towards ‘Moodle Virtual Learning Environments’ where students access and complete homework online. In addition to student access, there is password protected staff access to lesson plans and schemes of work. Parents can also access the site to see future homework assignments. Of the schools who responded to the survey:
• 51 schools currently have their own Virtual Learning Environment, with a further 15 expected to have a website up and running in the near future.
• 59 schools would consider having a link to the library website through the school website, enabling children with a library card to access library resources through school PCs. A further 5 schools would consider having a link but required more information.
• 69 schools would allow library staff to provide training to children in accessing a virtual homework support service with a further 4 schools willing to consider it after more information was given.
• The Nottinghamshire Learning Centre, which caters for the authority’s out of school provision for 5-16 year olds and the specialist Behaviour, Emotional and Social Difficulties provision, use the Fronter VLE, as do several of the County’s schools. There may be scope for investigating use of the library virtual support by these agencies.
• Links can be set up to relevant websites on the library gateway. A team would be needed to identify and monitor these websites.
• ‘Topic packs’ can be produced and accessed as downloadable PDF files to provide age appropriate material on difficult to find topics, e.g. local studies material aimed at adults. A team would be needed to create and monitor these packs.


4. Recommendations
If the recommendations are accepted a Homework Support Task and Finish Group should be set up to deliver them. This group should consist of members from the Learning Support Team, Information Team and Children’s and Youth Team plus a representative from Locst. Other members from development teams could be co-opted onto the group as required. Claire Brown should also be involved on relevant items regarding training. The role of the group is to oversee strategy delivery and to monitor quality.


4.1 The Core offer
All libraries to provide an appropriate environment for homework support.
• Access to printed and online resources.
• A designated space where children can work. Depending on the size of the library, this may be one table and chair.
• Free printing and photocopying for homework. Limited to 5 sheets per person.
• All libraries to have access to virtual homework support.


4.1.1 Kirkby Homework Centre
Maintain the Homework Centre at Kirkby. Reduce opening hours to 3.30-5.30 on all four nights. The 1.5 hours saved to be used by the Homework Centre Assistant to take on extra duties identified by the Learning Support Team.


4.1.2 Websites
• Set up ‘homework help’ pages for relevant websites on the Children’s Library Gateway, divided into Key Stage 2 (primary age 7-11) and Key Stage 3 (secondary age 11-13).
• Set up links to websites for GCSE (age 14-16) and ‘A’ Level (age 16-18) students through the adult library homepage.
• Set up links for parents on both the children’s and adult gateways to promote the service and offer tips for helping their children with homework, safe surfing etc.
• Learning Support Team to be responsible for identifying, monitoring, adding and updating websites in consultation with Information Team.
• All staff to contribute suggestions for relevant websites.
• The Homework Centre Assistant at Kirkby to monitor websites with children to assess suitability and ease of use.
• Consider joint working with other library authorities e.g. Leicestershire to share content.
• Timescale – to coincide with re-launch of website in August 2010
• Information Team to have oversight of the homework portal


4.1.3 Online Resources
• Create ‘homework help’ pages for links to online subscription resources.
• Create ‘homework help’ pages for links to downloadable ‘topic packs’ as PDF files. Files to have a watermark to prevent children handing them in as their own work.
• The Homework Centre Assistant at Kirkby to produce ‘topic packs’ as identified by the Learning Support Team.


4.1.4 Links to school websites
• Set up a link on schools’ websites and Moodles to the library gateway, giving them access to Nelib, recommended websites, online resources, Ask Libraries etc.
• Create a webpage of links to school websites that children can access from Newlink PCs.


4.1.5 Training
• All front line staff to be given basic training by the Learning Support Team on homework enquiry techniques plus use of websites, online subscription resources, ‘topic packs’ and Ask Libraries.







4.2 The Advanced Offer

4.2.1 Homework Clubs
• Set up Homework Clubs in the 10 libraries identified as having the greatest level of social need on a 5 year rolling programme. Review after each phase.

• Clubs to be:
o held in an appropriate area of the library
o aimed at 8-13 year olds
o run for 1-1.5 hours per session, depending on the size of the library and local circumstances.
o held one or two nights a week, depending on the size of the library and local circumstances, term time only.
• Consider establishing Homework Clubs in the remaining 25 libraries identified as having high levels of social deprivation at the end of the 5-year programme.


4.2.1.1 Staffing
• Kirkby Homework Centre to be double staffed at all times. Guidelines for staffing ratio for 7-16 year olds is 1:15
• Homework Clubs to be single staffed using existing library staff, timetabled at set times to be dedicated ‘Homework Helpers’.
• Explore the possibility of recruiting volunteers to work alongside staff in Kirkby and the other Homework Clubs to meet demand.
• All Homework Clubs and Kirkby Homework Centre staff to have enhanced CRB checks. The current cost for this is £36 per person. CRB checks are free for volunteers.
• Homework Club staff to receive advanced training from Learning Support Team.
• A list to be drawn up of library assistants who have received training and have enhanced CRB checks, who are willing to provide cover for absences at Kirkby Homework Centre and the 10 proposed new Homework Clubs.
• A rota to be drawn up of Learning Support Team Librarians to provide back-up cover for absences of Homework Centre and Homework Club staff.



4.2.1.2 Resources
• Each Club to have a ‘toolbox’ of equipment, e.g. calculator, compass, ruler, pencils, handwriting pens, paper, memory stick etc. Estimated cost of £400 for all 10 clubs to be funded through Learning Support Team budget.
• Each Club to have a core reference collection e.g. dictionary, thesaurus, student atlas etc. Estimated total cost of £300 to be funded through Learning Team budget.
• Learning Support Team to be responsible for ordering all ‘toolbox’ supplies and for distributing them to relevant Clubs, to allow for cost savings through bulk buying.
• Learning Support Team working with Resources Team to be responsible for core reference collection.
• In addition, a small selection of stock (between 10-50 titles depending on size of library) to be leased from Education Library Service with unlimited exchanges, at the cost of £2.90 per item. Leasing stock in this way ensures the Homework Clubs always have resources relevant to current curriculum topics. Total cost for 10 libraries would be £319 - £1595, depending on the number of titles. As each item will be exchanged every time the curriculum topic changes this represents better value for money than investing in a general homework collection which would lie dormant for most of the year.
• ELS stock to be selected by Learning Support Team with input from Homework Club staff.


4.2.1.3 Promotion
• Kirkby Homework Centre and the 10 new Homework Clubs to be promoted in school assemblies by members of the Learning Support Team with input from local staff.
• Flyers and bookmarks with the ‘homework help’ offer, including a list of Homework Clubs and details of online resources and websites, to be given out in all libraries.
• ‘Homework help’ to be promoted through other County Council websites e.g. CYP, Foster Care, Education, Study Support, SEN, Nottinghamshire Out of School provision etc.


4.3 Ask Libraries
• Offer ‘homework help’ sessions to cover peak homework periods. Each session to be for 2 hours (3-5pm), 5 nights a week term-time only.
o Establish a rota of all librarians to staff these sessions with extra sessions provided by the Learning Team.
o Part time staff to cover 4 sessions per annum. Learning Support Team to cover 8 sessions per annum.
o Full time staff to cover 8 sessions per annum. Learning Support Team to cover 16 sessions per annum.
• Enquiries to link to normal Ask Libraries but be flagged up as homework. Simple ones to be dealt with by Ask Libraries staff, others to be passed through to the librarian on duty on the homework rota.
• Staff on the rota to work from normal base (Beeston, Retford, Newark, Arnold and Kirkby) to save on travelling time and expenses.
• Each base to have a selection of age-appropriate National Curriculum-related resources to help with enquiries.
• The idea of providing homework help is to not just to give children the answer but enough information so they can find the answer themselves. We do not want children to get the idea that we will do their homework for them! In addition to the homework query, the following information is needed to ensure appropriate information is given:
o Age of the child
o Ability of the child
o Deadline for handing in the homework
o Amount of work to be produced
o What the child already knows about the topic
This could be done:
o By local staff through the ‘asklibraries’ email on a specially designed form, similar to a CL74
o by local staff via telephone with a checklist of relevant questions to ask
• Consider the option for children and young people to access Ask Libraries Homework Help through online chat. Assurances may need to be given to parents about child security while using chat.
• Librarians staffing ‘homework help’ sessions to be given study support training to ensure they are familiar with age appropriate material.


4.4 Homework Doctor
• Librarians to do drop-in sessions at Kirkby Homework Centre and the 10 Homework Clubs to promote the service to children and parents/carers and assist with homework enquiries. Minimum of 30 sessions (1 per librarian) to be coordinated by the Learning Support Team.


4.5 Branding
• ‘Toolbox’ equipment to have ‘homework help’ logo
• Homework Club staff to wear ‘homework help’ T-shirts or badges to identify them.
• All Homework Clubs to be branded with corporate identity.



5. Evaluation
• Increased use of Newlinc PCs
• Increased uptake of Ask Libraries service
• Increased number of homework enquiries in all libraries as recorded on PIF form
• Increased library membership and borrowing
• Measure against the 5 MLA Generic Learning Outcomes
• Impact measures e.g. comments from children, parents, teachers to identify positive outcomes from attendance at Homework Clubs.
• Consider the Quality In Study Support (QISS) process to inform our code of practice. While formal public accreditation can be time consuming, using aspects of the self evaluation process without going for validation could encourage good practice and provide key indicators for evaluation.
The following websites give details of the QISS process:
http://www.qissnationaldatabase.org.uk/
http://www.canterbury.ac.uk/education/quality-in-study-support/Home.aspx



6. Final conclusion
Research has shown that Homework Clubs in public libraries offer a neutral and welcoming environment, providing support, encouragement and one to one attention. Homework Club staff make an important contribution to pupils' learning and achievement; they help foster self esteem and aspiration and increase confidence; they enable children to develop independent learning skills and improve literacy and numeracy. This is especially important to those children who do not receive this in the home or school environment. The example of Kirkby Homework Centre and those from other authorities suggests that even those schools that do run their own homework clubs actively encourage children to attend clubs run by the library.
Links with schools have shown that attending a homework club can encourage independent learning, improve the standard of a child’s work, increase their academic ability and encourage them to become regular library users. Clubs have also been found to contribute towards easing the transition from primary to secondary school and, because they attract a mix of pupils from different schools, they help towards integration and community cohesion.

While we appreciate that it may be difficult to set up Homework Clubs in the current climate, they are a proven way of delivering effective homework support and encouraging library use. The five year plan in the appendix enables us to manage the development of this service.

Useful websites for General Election enquiries

General Election – Some useful websites


Political Parties

BNP http://bnp.org.uk/
Conservatives http://www.conservatives.com/
Greens http://www.greenparty.org.uk/
Labour http://www2.labour.org.uk/home
Liberal Democrats http://www.libdems.org.uk/
Respect Party http://www.therespectparty.net/
UKip http://www.ukip.org/


Newspapers

Financial Times http://www.ft.com/home/uk
Guardian http://www.guardian.co.uk/
Independent http://www.independent.co.uk/
Telegraph http://www.telegraph.co.uk/
Times
http://www.timesonline.co.uk/tol/news/politics/

Other news sources

BBC http://news.bbc.co.uk/1/hi/uk_politics/election_2010/default.stm
Channel 4 http://www.channel4.com/news/news_category/vote_2010
ITV http://www.itv.com/News/
Reuters http://uk.reuters.com/
Sky http://news.sky.com/skynews/

Local News

Newark http://www.newarkadvertiser.co.uk/
Retford http://www.thisisretford.co.uk/
South Notts to Mansfield http://www.thisisnottingham.co.uk/news
Worksop http://www.worksopguardian.co.uk/

Polls

ICM http://www.icmresearch.co.uk/media-centre.php
Mori http://bit.ly/dCgdfQ
Opinium http://www.opinium.co.uk/
Yougov http://today.yougov.co.uk/

Registering to vote

http://www.aboutmyvote.co.uk/

Steve Baker
6.4.10

Library Enquiry Centre Policy Document

Nottinghamshire Libraries Enquiry Centre
“Ask Libraries”


1 Introduction

Nottinghamshire Libraries, Archives and Information Service’s Enquiry Centre will be called “Ask Libraries”.

1.1 Vision/mission statement

To provide a consistently high quality enquiry service to the people and businesses of Nottinghamshire

1.2 Objectives of Ask Libraries

1.2.1 To introduce an Enquiry Centre service

1.2.2 To improve the quality of answering enquiries from customers

1.2.3 To maintain a consistently high quality of answering enquiries from customers

1.2.4 To reach new customers and enable them to access the service through different channels

1.2.5 To develop specialist knowledge to enable us to answer more complex enquiries

1.2.6 To support other library staff as they deal with enquiries

1.2.7 To support and contribute to the National Enquire service


2 Opening Hours and staffing

2.1 Ask Libraries opening hours will be:

Monday 8.30 – 6.30
Tuesday 8.30 – 6.30
Wednesday 8.30 – 5.00
Thursday 8.30 – 6.30
Friday 8.30 – 6.30
Saturday 9.00 – 4.00

2.2 Staffing

Weekdays will be staffed by 2 FTE Information Assistants (1 Information assistant on Wednesdays) plus an Information Librarian. Saturdays will be staffed by 1 Information Assistant with support from the librarians working at Mansfield and West Bridgford Libraries.

2.3 Learning and Development for Enquiry centre staff

The training needs of all staff working in the Enquiry Centre will be monitored by the Information and Learning Manager and the Staff Development Manager.

Special consideration will be given to identifying and providing training opportunities that will allow members of the team to develop specialist knowledge.

2.4 The main tasks of the enquiry centre staff

2.4.1 To answer enquiries

2.4.2 To deliver our National Enquire commitment

2.4.3 To be part of the libraries website team maintaining existing pages and creating new pages as required

2.4.4 To maintain, manage and add to the pinpoint database. Working with Information Librarians

2.4.5 To be part of the plasma screen project team. Managing the service and creating content

2.4.6 Future database development and maintenance as required

2.4.7 Contribute to the delivery of the leaflet service

3 Types of contact

The intention is to give customers a number of ways to reach Ask Libraries so that they can choose the way that suits them. We will monitor changes to telecommunications in order to keep the service in step with current trends.

Currently the service can be contacted

· From library staff and direct from customers
· Via email
· Via the online enquiry service
· Via a landline with 3 lines, plus answer phone (0845 026 7972)
· Via fax
· Via text (via mobile number 07979 704125)

4 Customer care standards

(In line with Customer service standards in Nottinghamshire libraries and NCC customer service code of practice and standards)

Telephone – to be answered using “Good morning/afternoon, this is Ask Libraries, X speaking, can I help you?” (Using member of staff’s name)

Aim to answer within 10 seconds, or 4 rings.

The answer phone will be set when staff are not available, to come in after 5 rings. Voice mail will pick up if necessary at other times.

Emails will be typed in Arial in 12 point. Users should regard this as formal communication and adhere to the same levels of formality as for paper correspondence.

Fax – to be sent using standard NCC cover sheet

4.1 Responses

§ Answer phone – message acknowledged within an hour of Ask Libraries opening in the morning.
§ Email – acknowledge within an hour of opening the email.
§ Aim to answer fully, or have referred elsewhere within 24 hours, or 48 hours for more complex enquiries. If the Enquiry Centre cannot answer within 24 hours, the customer will be contacted to advise how long it is anticipated it will take to find an answer.
§ Automated email response when the service is closed.
§ Response will be in same format as enquiry unless another format is agreed to
4.2 Equality in Service Delivery

Nottinghamshire County Council is committed to providing quality services with equality of access for all people in Nottinghamshire.

Some groups, communities and individuals suffer direct or indirect discrimination. This can be made worse where services and facilities are inappropriate, insensitive or inaccessible.

The County Council aims to act positively to reduce inequality, to work against discrimination and to promote and create access to services for everyone, irrespective of their age, disability, race, ethnicity, gender, sexual orientation, cultural or social background, religion or belief.
The Enquiry Centre service is covered by the Library Service Equality Impact Assessment.
4.3 Inappropriate customer behaviour

Senior staff will use their discretion if a customer abuses the service, or limit access if unreasonable or excessive use of the service is made.

5 Defining who should handle enquiries

5.1 Enquiries to be handled by Ask Libraries

Ask Libraries will handle enquiries received direct from customers

Libraries should refer any enquiries to “Ask Libraries” that:

o They don’t know how to answer
o That will take them more than 5 minutes to answer

If referred by a library, Ask Libraries needs to know

· nature of the enquiry
· if the customer is waiting
· if not, then contact details with preferred form of contact, including email address if available
· any time constraints


5.2 Enquiries that libraries should handle themselves

It is not practical or good customer care to refer all enquiries to “Ask Libraries”. In the first instance the following enquiries should be handled by the library and only referred if they can not be answered:

o Catalogue
§ Libraries to answer basic author, title and series enquiries
§ Libraries will help people who come in with booklists even if it is going to take longer than 5 minutes
§ Others may be referred

o Book/reading enquiries
§ Libraries to answer “Who else writes like …?” enquiries
§ Others will be referred to specialist teams as appropriate

o Local studies enquiries that require access to the resources held at that library and the staff have the expertise to help

o Straightforward homework enquiries

5.3 Enquiries that require the input of specialist librarians

If an enquiry requires the input of a member of staff with specialist knowledge (i.e. a more complex local studies enquiry) the following protocol should be followed:

o The library should refer the enquiry to Ask Libraries
o Ask Libraries will answer the enquiry if they can
o If specialist knowledge is required then the enquiry will be referred to all members of that specialist team i.e. Local studies Librarians, Children’s Librarians etc.
o One team member to pick up the enquiry and notify other members that they are handling it, cc Ask Libraries
o This team member takes over query and responds direct to user, cc Ask Libraries
o The Librarian adopting the enquiry should reply to the customer within 24 hours, even if only with a holding message
o If Enquire Team do not receive a response within 24 hours of emailing team members, the query is escalated to relevant Development Manager

6 Use of licensed databases, acknowledging sources and copyright

When used to answer enquiries, licensed databases which the library service subscribes to will be credited as appropriate.

Other sources will be acknowledged as appropriate.

Copyright forms will be sent out direct, or faxed to and from the local library. Standard NCC charges apply to postal responses (£1.20 per sheet, plus an admin charge of £1.68) No material will be faxed or photocopied without first receiving a completed, signed copyright declaration form and appropriate payment. It is a legal requirement that these forms are kept for six years.

7 Marketing

As Libraries will be marketed in three phases:

Phase 1 will focus on promoting the service to library staff, to use on behalf of their customers. It is vital that the service and its benefits are explained to our staff to ensure that they recognise how it can support their work.

This phase has already started with the self service project but all opportunities for awareness raising will be taken, e.g. staff conferences. There will also be monitoring of use of Ask Libraries by all libraries and targeted awareness sessions where necessary.

Phase 2 will be a managed promotion to target client groups as outlined in Appendix 1.

Phase 3 will be the wider promotion to the general public. The timing of this is unclear at present as there needs to be consideration of the sensitivities around the relationship of Ask Libraries with the corporate customer service strategy. The refurbishment at Mansfield will also have an impact on the Enquiry Centre, for example the need for a temporary/changing phone number.

8 Performance Measurement


8.1 Requirements

Total enquiries are measured on PIF 17. These figures are collected as a “local measure” of performance and are recorded on the PRIDE system, table CC36 Total Enquiries

There is no CIPFA requirement to collect enquiry data

8.2 Statistics to be collected by Ask Libraries

Ask Libraries will collect total enquiry figures and submit a PIF 17 monthly return

From 1.3.10 until 28.2.11 a separate statistical form will be kept by enquiry centre staff to monitor the types of enquiries, how those enquiries are coming to us i.e. email, telephone etc., our success rate in answering enquiries and the libraries using the service (see attached form appendix 2).

These statistics will provide data to help us to evaluate the service and set targets.

The monitoring form will be reviewed in February 2011 and adapted as necessary

8.3 Targets

Targets will be set for 2011 onwards. 2010 will provide a benchmark to assist in the setting of realistic targets

9 Remaining tasks to be completed

9.1 Agree protocol for relationships with other NCC information providers

9.2 Discuss with colleagues in Nottingham City Libraries the relationship between Ask Libraries and Nottingham Central Library

9.3 Consider enquiry provision at West Bridgford Library

Appendix 1

Promotion to client groups – first year plan

The project objectives specified the need to reach new customers and meet the information needs of specific client groups. The table below sets out groups identified as a priority for this coming year together with a start date for contact and promotion of the service to them. An action plan for delivery will be devised by the Information Team and delivered in consultation with other development and operational teams.

CATEGORY
IDENTIFY VIA
CONTACT
Homework clubs
Learning team
September 2010
Job seekers
Connexions, Job Centre Plus
October 2010
Community groups

Pinpoint
Scoping exercise
Mapping exercise
CVS (see below)
November / December 2010
CVS
Local CVS offices:


November 2010
Senior citizens
Pinpoint, www.notts50plus.co.uk/
CVS
Notts County Council services
January 2011
People with disabilities/Mental health issues
Disability Nottinghamshire, Disability Support Team, Pinpoint
MIND
Notts County Council
February 2011
Businesses
Local business clubs
(Bingham, Newark, Nottingham, Retford, Nottingham City) Nottinghamshire Chamber of Commerce DNCC, Notts County Council link: Business support/advice groups
Business Link
March 2011

Notts County Council
Via website/personal contacts

April 2011
Health authorities

Nottinghamshire Healthcare for mental health and learning disability
Nottinghamshire County NHS Trust (primary care)
May 2011