City of Bayswater Libraries

Background

The City of Bayswater offers a dynamic library service that is welcoming, inclusive, highly accessible and offers a wide range of services and resources to meet the recreational, educational, cultural and technological needs of the community.

These services are provided from the City’s three branch libraries located in Bayswater, Maylands and Morley and via the City’s website.

The Library Service plays a key role in assisting community members to participate in and contribute to society; engage in the democratic process; actively contribute to social inclusion, connect with family, friends and the local community; and contribute to the economic wellbeing of their families and the nation.

The City’s Library Service supports these principle functions by:

Supporting literacy levels by providing access to recreational and educational resources and reading and literacy activity programs for all ages

Enabling community members to engage successfully in society and the economy by providing educational and personal development resources and programmes

Providing safe and welcoming spaces that enable community members to meet, read study and learn

Reducing digital and information poverty by providing no cost/low cost access to physical and digital information services and products

Supporting community wellbeing by providing opportunities for individuals to engage in and enjoy cultural and artistic activities

Reducing social isolation by providing home/institution bound services, outreach literacy programmes and pop-up library services

Enhancing residents and customer’s ability to do business with the City by providing access to corporate customer services

Public Libraries Evaluation Network Project

City of Bayswater Libraries has participated in Culture Counts' Public Libraries Evaluation Network (PLEN) since 2021. PLEN is a nationwide initiative designed to better understand and illustrate the vital outcomes generated by libraries. Libraries that partake in the network used Culture Counts to survey public users of the library and event attendees. Feedback was collected on library use, performance, personal and community outcomes from public users of the library.

Evaluation Methodology

The Library Use and Outcomes Survey was the City of Bayswater Library Services' inaugural survey. Library members were emailed to advise the survey was available through the City's 'Engage Bayswater' platform. Displays were mounted in the libraries, with hard copies available. The survey was also promoted at the City's two Community Centres, and the Council Administration building. The City also promoted the survey via its social media channels. The survey asks members questions regarding; library awareness, learning, and application; outcomes; open text questions; and user demographics. This is a PLEN methodology and the resulting data aligns with the project's big dataset. In total, 455 responses were collected from public attendees via online surveys (443 responses) and paper surveys (12 responses). Respondents were not required to answer every question.

Each survey contained a range of ‘dimension’ questions, asking members of the public about their experience at the City of Bayswater Libraries. These dimensions have been developed and tested in collaboration with industry, practitioners, and academics to measure the impact and value of arts and cultural events and activities.

Dimensions used in the Library Use and Outcomes survey were chosen based on their alignment with the strategic objectives of City of Bayswater Libraries.

Dimensions are assessed on a Likert scale, in which respondents move a slider to a point that indicates whether they agree or disagree with the dimension statement. An example of a dimension question in the Culture Counts survey tool is presented below.

Community Profile

Demographics

Users from all branches of City of Bayswater Libraries were asked a selection of demographic questions, to help the library learn their member and visitor characteristics. This enables results to be filtered by demographic to see how different groups use the libraries and their programs. Respondents were asked to provide their age, gender, and identity.

The following charts show the proportion of Library Use and Outcomes survey responses captured for each of the age, gender, and identity demographic questions.

Location and Postcode

Library Use and Outcomes survey respondents were asked to provide their current postcode. This data identifies the demographic sample of people who responded to the survey and took part in the event. It enables data to be matched to the wider population and responses to be filtered to understand differences in demographics.

The following charts show the proportion of survey responses captured for respondents' top postcode results.

Membership

In order to understand overall membership loyalty, respondents were asked if they were a member of a City of Bayswater Library. This question indicates how membership influences library use but also identifies the potential for membership base growth.

Library Use

Respondents to the Library Use and Outcomes survey were asked to indicate which library branches they used. They were also asked to indicate the last time that they accessed a City of Bayswater Library service and how many times they accessed the services in the last 12 months. This provides information about the most used branches, frequency of use and customer loyalty.

Library Outcomes

Outcome Averages

Survey respondents moved a slider to indicate whether they agreed or disagreed with the included dimension statements in relation to their library use. The following charts contain the response data for 'public' responses, showing the average result for each dimension.

The Culture Counts platform provides various methods to capture survey responses at a minimal marginal cost. Achieving larger samples enables organisations to be more confident about the average results and that opinions of the survey respondents are representative of all attendees. The accompanying margin of error chart shows the expected differences for the associated dimension results calculated at a 95% confidence level.

Outcomes Agreement

Culture Counts uses a slider input to measure responses for dimension statements as part of the evaluation methodology. This method also provides the capability to understand response results within a typical 5-point agree-to-disagree format.

The following chart contains the response data for all responses and shows the percentage of people that agreed or disagreed with each of the statements, using a 5-point ordinal Likert scale.

Outcomes by Domain

Dimension statements can be categorised into their representative outcome domain. Outcome domains represent categorisations of dimensions based on their general area of focus. For example:

Stronger and Creative Communities (SACC) Represents dimensions that reflect the ability of libraries to provide a safe and inclusive forum, support creative expression, and strengthen communities.

Personal Development and Wellbeing (PDAW) Represents dimensions that reflect the ability of libraries to provide access to information, knowledge and skills development that contribute to personal growth and greater quality of life.

Literacy and Lifelong Learning (LALL) Represents dimensions that reflect the ability of libraries to develop youth and adult literacy and provide skills and strategies for lifelong learning.

Community Engagement (CE) Represents dimensions that reflect the ability of libraries to provide spaces and programs that bring people together, encouraging connection and supporting participation in community life.

Digital Inclusion (DI) Represents dimensions that reflect the ability of libraries to provide access, skills and confidence in using digital technologies, ensuring all communities can connect with others and important online services.

Economic and Workforce Development (EAWD) Represents dimensions that reflect the ability of libraries to support improved employment and productivity outcomes.

More information about outcome domains are available at https://culturaldevelopment.net.au/outcomes/

Learning and Confidence

Library Use and Outcomes survey respondents were asked how the libraries had helped them to become more aware of the applicable resources and services that they provide. They were then asked what they had learned through the libraries and where they intend to apply what they learned. They were then asked how the City of Bayswater Libraries made them feel more confident. The following charts show the responses to each of these questions.

Comparison & Benchmarks

Demographic Breakdowns

Respondents were asked to provide their age and gender as part of the survey. This data enables results to be filtered to understand any differences that exist because of demography.

The following charts highlight a selection of results based on the gender that respondents identified with as well as by age cohort, categorised by their respective outcomes domain:

Stronger and Creative Communities (SACC) Represents dimensions that reflect the ability of libraries to provide a safe and inclusive forum, support creative expression, and strengthen communities.

Personal Development and Wellbeing (PDAW) Represents dimensions that reflect the ability of libraries to provide access to information, knowledge and skills development that contribute to personal growth and greater quality of life.

Literacy and Lifelong Learning (LALL) Represents dimensions that reflect the ability of libraries to develop youth and adult literacy and provide skills and strategies for lifelong learning.

Community Engagement (CE) Represents dimensions that reflect the ability of libraries to provide spaces and programs that bring people together, encouraging connection and supporting participation in community life.

Digital Inclusion (DI) Represents dimensions that reflect the ability of libraries to provide access, skills and confidence in using digital technologies, ensuring all communities can connect with others and important online services.

Economic and Workforce Development (EAWD) Represents dimensions that reflect the ability of libraries to support improved employment and productivity outcomes.

PLEN Benchmarks

In 2019, PLEN made benchmarks available from all libraries in their program that were evaluated by Culture Counts. Benchmarks give context to organisers so that they can understand the unique impact they deliver through their events and the outcomes that distinguish them from other offerings.

The below chart shows the average dimension results achieved for City of Bayswater Libraries, compared to the benchmark interquartile range of other libraries in the PLEN program. Results that sit within the range are considered a ‘benchmark’ result, with anything above the range considered to be exceptional.

More information about the Culture Counts PLEN Benchmarks available at https://culturecounts.cc/blog/public-library-evaluation-network-first-year-findings/

Library Service

Important Services

Respondents were asked which of the services provided by City of Bayswater Libraries were important to them. This gives insight into which library services are of most value to their users.

Library Staff Service

Respondents were also asked about the service they received from the library staff. These results give valuable insights into the service provided by the current City of Bayswater Libraries staff.

Comments and Feedback

Respondents were asked a series of open-ended questions which allowed them to provide further feedback about the City of Bayswater Libraries. They were asked questions about the positives of the libraries as well as areas that could be improved. Feedback helps organisations understand how they can be improved and strengthened in the future. A selection of comments from respondents across the different branches are listed below.

What do you like most about your library?

• "Books, friendly staff, newspapers & magazines." - Bayswater Branch

• "The greatest library staff. They help me get books in and DVDs in for me." - Morley Branch

• "Availability to our leisure (unwinding/relaxing) time in reading & travelling within the means of the fiction." - Morley Branch

• "Able to borrow large print books as my eye sight is not as good." - Morley Branch

• "Extensive resources and how the City of Bayswater libraries are all connected so can borrow from multiple libraries within the City." - Maylands Branch

• "Available and free. I love reading and as i am a pensioner would find it impossible to buy the amount of books and DVDs that i like to watch. Also when i need to do computor stuff, i can access and get invaluable help from the staff. I go on a regular basis." - Maylands Branch

What, if anything, would improve the libraries and their services?

• "More adult activities, guest speakers." - Bayswater Branch

• "The lighting is a little to soft and a little too dull in others. Could do with more natural light." - Morley Branch

• "I used it less since it moved to further away from Morley Bus Station, previously it was a lot easier to visit and exchange books, now it is significantly further away from the bus station I don't visit as often" - Morley Branch and Online

• "Libraries need to be more engaging spaces. The Morley Library is not a very exciting space compared to some of the new libraries around the city. Would be great to have more space to sit and read with your kids inside before leaving. The area around the library is not always welcoming or safe." - Morley Branch

What, if anything, is missing or frustrating about the libraries and their services?

• "Not enough guest speakers." - Bayswater Branch

• "A box to return books out of hours. Hours are quite narrow." - Bayswater Library

• "I used to enjoy borrowing CDs for some different music but they are no longer available. I am also disappointed that the print collection has reduced so much at the Morley Branch, I would estimate it is half what it used to be." - Morley Branch and Online

• "A fantasy library would also have a catalogue that always included my Book clubs list." - Morley Branch

• "Reading space for kids. Not many kids books No cds available to lend." - Maylands Branch and Morley Branch