Library Use & Outcomes Report 2022

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 as well as 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 Library Service supports the City's vision of "an inclusive community building a sustainable and thriving City".

The City’s Library Service supports these principal 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 well-being 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 conducted from 12 September - 8 October 2022. 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 and the survey was also made available at 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, 563 online responses were collected from public attendees. 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 2022 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 to provide further feedback about their experience using the City of Bayswater's Libraries. They were asked questions about the positives of the libraries as well as areas that could be improved. Feedback is important because it allows organisations to gain a greater understanding of how Library users are utilising the library's facilities and also what improvements can be made to encourage greater access and community benefits. A selection of comments highlighting common themes from the 2022 Use and Outcomes Library survey across the different branches of Bayswater, Maylands and Morley are listed below.

What would you like to tell us about the Library and its services and facilities?

• "Provide an excellent service, always very helpful staff." - Bayswater Library

• "Love this space and surrounds. Amazing story time!" - Maylands Library

• "Good vibe - always seems to be busy." - Morley Library

• "Lovely space, quiet and relaxing. Would love a book deposit to return books at any time of day." - Bayswater Library

• "I don't borrow anything but a lot of the events/talks/workshops are fascinating!" - Maylands Library

• "Wonderful, handy place easy to park lovely staff and I always find something interesting to read. I would be lost without the library ." - Morley Library

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

• "Separate study rooms for individuals seeking quiet, better responses to overly loud noises, separate spaces for group activities."

• "After-hours return drop box."

• "Please open Morley Library on Sundays 2pm - 5pm (for computers and borrowing books) Belmont, Alexander, Bassendean Libraries open on weekends."

• "More events and workshops after hours."

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

• "Short hours on weekend/Saturday at Morley Library. You are not open on Sundays."

• "Compared to other libraries in the greater Perth area, the CoB libraries feel outdated."

• "Noise! People on computers listening to loud audio."

• "Would like some more programming for adults (20-65yo) who are working full-time."

• "The spaces in the library are rather congested. The rooms are small & general public presentation space is limited. Everything is crammed into a small space. The City of Bayswater may consider building a new & larger building."

• "Extra parking space for the disabled"