transformation of the utrecht public library€¦ · frontal presentation . customer relationship...

Transformation of the Utrecht Public Library IFLA METLIB Qatar, april 2015

Ton van Vlimmeren Public Library of Utrecht

Where do I come from?

Utrecht in the Netherlands - Center of the country - 4th city - 335.000 habitants - Founded by Romans - Education and culture - EU economic top region

Utrecht

The library is a triple concept

The library as….

A function in society

An organization

A building

The library as a function in society

- Changes in our communities

- Value added by the library

- For whom do we work?

- Services to be delivered and changes in services

Internet sales – less shops

Diversification

Classic relationship

authority

citizen

Changing relationship

Classic relationship

authority authority

citizen

citizen

Interactive relationship

Changing relationship

Value based relationship

Classic relationship

Interactive relationship

authority authority

citizen

citizen

library???

sports

work family

Changing relationship

Vision and misson: What we want to be

Freedom, Prosperity and the Development of society and individuals are fundamental human values. They will only be attained through the ability of well-informed citizens to exercise their democratic rights and to play an active role in society. Constructive participation and the development of democracy depend on satisfactory education as well as on free and unlimited access to knowledge, thought, culture and information.

The public library, the local gateway to knowledge, provides a basic condition for lifelong learning, independent decision-making and cultural development of the individual and social groups.

Unesco Public Library Manifesto

Values contributed

Values to be contributed by UPL

- guide to the world

- (social) inclusion

- house of civilization

- knowledge creation

- pluriform habitat

- citizenship

Targetgroups served by neighbourhood

Inhabitants and targetgroups

The library as a public place

From To

Information anywhere Service on site in house

Space for media Space for people

On-line On-site

Information Context, Interpretation, Guidance

Facts Liability

Offer Events/laboratories

House of collections House of people

Proven concepts Experimental

Consumer Co-creation

The library as an organization

- Business model

- Partnerships and co creation

- Structure

- Staff

Two streams of services

Order of the council on behalf of the city

- ordered and payed by the council

- Special focus on less priviliged groups

- Free of charge, service on offer

Market driven services

- Paying for services

- Responding to needs and willingness to pay

- Businesscases

Segmentation and target group selection based on Mosaic

Order of the council on behalf of the city Market driven services

- young with limited (digital) skills

- immigrant, refugee, unemployed,

homeless

- young poor families

- social housing

- grey and poor

- good urban life

- modern house owners

- child and career

- elitarian topclass

- fortunate retired

The change: from circulation to program

Circulation ‘factory’

(collections, searchsystems,

displaying, selfservice,

scanning etc.)

Activities

Infrastructure (branches, WIFI,

pc’s etc.)

2015 2020

Green

Infra

Programming

Blue

Circu lation

Co-creation

Partnerships

Communitybuilding

New structure for programming

Directie

Programma Leider

Manager A

Teamleider

Collectie

Teamleider Ontwikkeling

en Ondersteunin

g

Civ Dienst

ICT

Secretariaat

P&O (MATT)

Manager B

Teamleider Wijk

Teamleider Wijk

Teamleider CB

C. Roostering

C. Vrijwilligers

C. Scholing

Programma Leider

2 Teamleiders

Expertise

Directiesecr.

Projectleider

Financiën

(MATT)

Programma A

Programma B

Programmeur CB

New roles and competencies for staff

- Program officers

- Experts

- Project leaders

- Curators and journalists

- Sponsoring and funding

- Programming

- Networking

- Facilitating

- Business cases

- Cost accounting

New “labor forces’

- Staff training

- Volunteers

- Partners

- Selfemployed people

The library as a building

- People palace and ownership of the library

- Facilitating all citizens and services

- From house of collection to house of people

- High touch - high tech: the digital library

- The deconstructed library

The Library as a brand National Style

Frontal Presentation

Customer relationship management

Search

Integrated e-content

News from the library

Recommandations

General info

New media/ services

Events

Reservations - SMS services

My loans/account

Building program

• Theater

• New media Laboratory

• Café

• Brasserie

• Cinéma

• Music Studio

• Reading rooms

• Atelier for kids

• Main hall for events

• Class rooms

• Meeting rooms

The deconstructed library

The deconstructed library

Thank you

t.van.vlimmeren@bibliotheekutrecht.nl