Library strategy - Context
In Richmond upon Thames, the network of 12 free and accessible libraries offers local people a rich range of resources in safe and welcoming spaces.
Together with an extensive online offer of eResources available 24/7 to residents, this ensures the whole community can benefit from quality library services. The library offer is tailored to the needs of local people - regardless of age, gender, ethnicity, faith, socio-economic status, or educational attainment.
Public libraries are a unique public service and are highly valued for the impact they have on users. This has been expressed in a 2019 study as libraries providing £8.04 in ‘social value’ for every £1 spent1. This potential is especially understood in Richmond upon Thames, where the network of twelve libraries is strongly supported by local councillors and the service is extensively used by local people of all ages.
“I have been using this library for seventy years and have found it a very important part of my life – useful for knowledge and enjoyable when just relaxing and reading.”
Library services have been especially valued during the recent coronavirus pandemic and local people have commented that library services have provided a real lifeline to them during very difficult times.
“May I just say that I think our Richmond library is wonderful! Not just now, but always, and you are much appreciated. Life is very difficult at present and thank you again for keeping the system going despite the problems. I hope we can all meet again face to face in the ‘normal’ way before too long.”
Local people in Richmond upon Thames choose to use their library services because they see clear benefits from doing so. The majority of adults in the borough have access to library services through the all-in-one Richmond Card. During the last pre-pandemic year 2019/2020 with full uninterrupted services running, library services in Richmond upon Thames performed as follows according to CIPFA2.
|
Service |
Numbers |
Place in London/UK |
|---|---|---|
| Book issues per 1,000 population (physical) |
5,245 (CIPFA UK average 2,482) |
1st highest in London 1st highest in the UK |
| eResource issues per 1,000 population |
430 (No CIPFA per capita comparison) |
London average per 1,000 population was 351 |
| Active borrowers per 1,000 population |
168 (CIPFA UK average 111) |
3rd highest in London 8th highest in the UK |
| Visitors per 1,000 population (physical) |
5,278 (CIPFA UK average 3,428) |
8th highest in London 10th highest in the UK |
| Visitors per 1,000 population (website) |
1,633 (CIPFA UK average 1,380) |
9th highest in London 29th highest in the UK |
| No. of reservations per 1,000 population |
407 (CIPFA UK average 160) |
2nd highest in London 6th highest in the UK |
| Reservations filled within 7 days |
79% (CIPFA UK average 56%) |
1st fastest in London 3rd fastest in the UK |
During the first year of the pandemic (2020/2021) library buildings were closed completely for 3 months due to Government mandated lockdown and residents missed their library services very much…
“The library was almost the thing I missed most (apart from the grandchildren) during the early months of lockdown.”
However, the home library service was expanded and kept going throughout the pandemic to support the most vulnerable…
“Not first class but Double 1st service on home delivery. It needed recording not just thinking. Thank you”
…and staff came in to closed library buildings to answer telephone enquiries, with others working hard to meet a surge in demand for eServices (and how to use them), and some being redeployed to support emergency pandemic related services.
“Thanks to you and your colleagues for the fantastic service you provide (including the eBooks); it’s kept me sane, interested and happy.”
Library buildings re-opened in July 2020 and for the next year operated through closely following Government guidance. This involved many, many changes of service levels and offer, including significant periods of doorstep only, reservation only, pickup services. The library team learned to adapt services fast and regularly managed to change to a new service offer within 24 hours. Residents were particularly grateful library services remained available, and their safety was always put first during this time of increased restrictions.
“It’s so good to see you again! ...a friendly welcome from the staff, and everything well organised to keep staff and users safe.”
CIPFA data for 2020/2021 is newly available (though some of the usual borough comparisons are not) and very much reflects the closures and restrictions on library services during the first year of the pandemic.
|
Service |
Numbers |
Place in London/UK |
|---|---|---|
| Book issues per 1,000 population (physical) |
1,197 (CIPFA UK average 590) |
3rd highest in London 12th highest in the UK |
| eResource issues per 1,000 population |
1,054 (No CIPFA per capita comparison) |
London average per 1,000 population was 573 |
| Active borrowers per 1,000 population |
55 (CIPFA UK average 30) |
London average per 1,000 population was 34 |
| Visitors per 1,000 population (physical) |
422 (CIPFA UK average 182) |
10th highest in London 29th highest in the UK |
| Visitors per 1,000 population (website) |
1,632 (CIPFA UK average 1,487) |
London average per 1,000 population was 782 |
| No. of reservations per 1,000 population |
535 (CIPFA UK average 79) |
1st highest in London |
| Reservations filled within 7 days |
79% (CIPFA UK average unavailable but London average was 40%) |
1st fastest in London 2nd fastest in the UK |
For example, Richmond Library Service chose to heavily utilise the reservation system during doorstep service periods and only give out ‘surprise’ book bundles as an extra (mainly for children). This has resulted in temporarily losing the top spot in terms of quantity of book issues per capita but resulted in considerable customer satisfaction as the residents of the borough could still access the specific books they wanted and were interested in, and did not have to suffer a random, possibly unwanted, selection. This was a decision taken based on knowing the eclectic tastes and interests of local readers and their love of non-fiction as well as fiction. In fact, customers were so satisfied with the system that reservations are now 12% higher (10,783 more items) in 2021/2022 than before the pandemic in 2019/2020.
The library buildings, including the Local Studies Library and Archive, are usually open for a total of 551 hours per week, with three library buildings open 7 days a week (Richmond Lending, Teddington and East Sheen). This was of course reduced temporarily during pandemic lockdowns and periods of service restrictions to comply with Government guidance, Health and Safety advice and staff safety concerns, but library buildings are now back to pre-pandemic opening hours.
During 2022 the team of library volunteers who provide added value across the borough, have been steadily returning to their pre-pandemic roles. Richmond Library Service has welcomed back 91 volunteers so far, who are once again running coding sessions, games meetups and more for the benefit of local residents. The Library Service thanks them and looks forward to welcoming new faces coming to join the library team.
This strategy seeks to build on the Covid recovery currently taking place within Richmond Library Service and across UK public libraries. Not only do we seek to draw residents back to using services that were disrupted by the pandemic, but we also wish to develop the existing high quality, accessible and relevant library services for the future, so that the people of Richmond upon Thames can always be assured they have a responsive, quality service that is fit for purpose.
The year 2021/2022 (figures being compiled currently) was marred by continuing service restrictions during the first half which impacted performance and delivery significantly. As did the various situations of borough residents in terms of their comfort in attending public spaces again, but public confidence has grown and continues to grow quickly. Book issues are up 284% with visitors figures up almost 500% as part of pandemic recovery and looking to reach 2019/2020 levels again. Reservation numbers are higher than ever (up 12%) and delivery speeds are holding. Library eServices are sustaining the increases seen during 2020/2021. The 2022/2023 year will be the first (we hope) free of service restrictions since 2019/2020, with Richmond Library Service relishing this challenge.
National context
The Department for Culture, Media and Sport produced a national strategy document for public libraries3 in 2016 that set out seven outcomes for libraries to deliver against:
- Cultural and creative enrichment
- Increased reading and literacy
- Improving digital access and literacy
- Helping everyone achieve their full potential
- Healthier and happier lives
- Greater prosperity
- Stronger, more resilient communities
Professional context
Libraries Connected4 is the national professional body for libraries, that is partly funded by Arts Council England, which offers professional guidance and best practice benchmarking. In normal times Libraries Connected is responsible for establishing initiatives like the Universal Offers which demonstrate the power of libraries to enrich the lives of individuals and their communities through Reading, Information and Digital, Health and Wellbeing, Culture and Creativity.
During the coronavirus pandemic, Libraries Connected took on a key role for the public library service by liaising with DCMS on how Government pandemic policy was to be enacted in public libraries. Producing toolkits on managing services while keeping customers safe, they created a level of consistency across public library services and ensured that Library Service Heads could have their voices heard at Government level on issues of the moment. They have continued to lead on service recovery.
Borough-wide context
The ambitions outlined in the previous library strategies5 have continued to influence the work of Richmond Library Service in recent years, with the result that it has become one of the highest performing services in London (and the UK) and maintains a top quartile position for service delivery, book issues and reservations when ranked against other boroughs.
For example, the 2019/2020 national CIPFA figures recorded that the borough issued the highest number of books per 1,000 population not only in London, but the whole of the UK and the 2020/2021 national CIPFA figures recorded that Richmond upon Thames Library Service once again had the fastest reservation service in London and in fact fulfilled 7 times the number of reservations within 7 days than the UK average. However, the library service is not complacent and strives to do even better, by adapting services to the needs of local people and changing local circumstances so we can continue to provide the life enhancing opportunities our residents deserve.
JSNA 2020/2021 areas of opportunity
The data from the most recent Joint Strategic Needs Assessment (JSNA) gives the following picture and this will provide an additional focus for library development in future years:
- A big projected rise in population over 80 years of age from 2021 to 2029
- The impact of digital exclusion has been magnified by the COVID-19 pandemic, contributing to existing overall inequality for Black Asian and Minority Ethnic groups and older people
- An increase in the number of people moving into caring as a result of the COVID-19 pandemic. It was reported that carers have been neglecting their own health needs due to the increased pressures
- 2,000 residents with depression, anxiety, and other mental illnesses and over 2,000 residents suffering from dementia
- London’s highest level of risky behaviour, alcohol/substance use among young people
- 5.2% of people living in the most deprived areas of the borough have bad or very bad health. This is compared to 3.3% in all other areas of Richmond
- 6.2% of Richmond’s mortality is attributed to air pollution; this is higher than England but lower than London
- In 2018, Richmond was home to 15,115 local business units; of which 93.1% were micro (employing less than 10 employees)
Understandably, the change in service demands and establishment of Council priorities, requires a review in the approach to the management of Council properties, including library buildings. This strategy will support the Council’s developing Asset Management Strategy, supporting how the Council make’s best use of building assets, including libraries, for the benefit of the local area, securing opportunities for co-location with, and collaborative delivery of, other Council services.
Richmond’s Library Strategy is being refreshed to reflect strategic priorities and commitments for the Libraries service, informing and enabling further service development and innovation to take place, including the achievement of that potential through library buildings. Cross-cutting themes and priorities will make buildings more inclusive multipurpose spaces, with the potential for colocation for service resilience.
Footnotes
Updated: 26 September 2023
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