Operating over three branches (North, South and East), City Library provides a range of accessible services to the local community. Not only are the library branches a place where members of the public can access books and other media, but they also host educational and social events to engage and enrich the community. It thus represents both an important resource hub and an active arena for social and communal growth.
City Library has participated in Culture Counts' Public Libraries Evaluation Network (PLEN) since 2019. 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 their facilities and event attendees. Feedback was collected on library use, performance, personal and community outcomes.
City Library distributes a Library Use and Outcomes survey to its membership database once per year. The survey is sent via email and 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.
The Libraries have also used Culture Counts to create and distribute event surveys throughout the year. In total, 7,765 responses were collected from public attendees via online and display surveys.
Each survey contained a range of ‘dimension’ questions, asking members of the public about their experience at the City libraries and their programs. 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 were chosen based on their alignment with City Library's strategic objectives.
| Domain | Dimension | Dimension Statement |
|---|---|---|
| Cultural | Creativity | The library has helped me be more creative in my own life and work |
| Learning | The library has helped me to enjoy learning | |
| Literacy | My library experience has encouraged me to read more | |
| Social | Connection | The library has encouraged me to become more engaged in the community |
| Digital Connection | The library helps me to be more digitally connected to others | |
| Safe and Trusted | I feel safe and welcome when using the library service | |
| Time With Children | The library encourages me to spend more quality time with my children | |
| Qualities | Relevance | The library is changing in ways that increase its relevance for me |
| Role | The library is an important part of the place where I live | |
| Economic | Enterprise | The library has helped me to improve the success of my business |
| Skills | The library service has enabled me to learn and gain new skills |
| Domain | Dimension | Dimension Statement |
|---|---|---|
| Social | Access | It gave me the opportunity to access cultural activities |
| Community | Belonging | It helped me feel part of the community |
| Cultural | Challenge | It challenged me to think in a different way |
| Creativity | It inspired my own creativity | |
| Learning | I learned something new | |
| Qualities | Rigour | It was well thought through and put together |
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.
Users from all branches of the City Library database were asked a selection of demographic questions, to help the Libraries 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.
The largest age group of respondents overall were in the 60+ age bracket (40%). This was followed by those aged 20-29 (19%). Those aged 40-49 made up 13% of the total sample and those aged 50-59 made up 12% as did those in the 30-39 age bracket. People aged under 20 made up 3% of the sample.
The majority of respondents described themselves as female (56%), with 37% identifying as male, 5% as non-binary and 2% identifying their gender in another way.
31% of the sample indicated they were born overseas and 23% of respondents identified as LGBTIQA+. 17% identified themselves as speaking a language other than English at home, 15% identified as a person with a disability and 6% as being of Aboriginal and/or Torres Strait Islander background. 6% of respondents declined to comment on their identity and 35% of the sample did not identify with any options provided.
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' identified living location and top postcode results.
Users of City Library travel from various locations to use the facilities and services. Mount Beerie was the most commonly cited postcode (16.4%), followed by Wydu (14.9%), Port Ncolna (12.2%) and Lakeratoclare Creek (12.2%). Out of the ten most popular postcodes, Smore was cited the least at 2.9% of the sample.
In order to understand overall membership loyalty, respondents were asked if they were a member of the City Library network. This question indicates how membership influences library use but also identifies the potential for membership base growth.
Of user respondents, 88% were current members of City Library. 12% of respondents were not members, demonstrating the remaining potential for City Library to grow its membership base by contacting existing users of their facilities.
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 City Library services. This provides information about the most used branches, frequency of use and customer loyalty.
A majority of the sample (74%) indicated they used Branch B, with exactly half of the respondents stating that they used Branch A. 23% claimed they used Branch C and 7% of the sample stated they didn't use any library branches.
A majority (57%) of respondents had accessed City Library services within the last month, with 2% having used the services within the last week. 25% of the sample accessed the Library's facilities within the last six months, while 9% had used them in the last year. 6% of respondents indicated that they hadn't accessed library services in over a year.
65% of respondents had used the Library's facilities in person within the last 12 months, with just over half the sample (56%) having attended a City Library event or program in the same time period. No respondents stated that they had used the Library's facilities from home.
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.
Of all dimensions measured, 'Learning' (85/100) and 'Safe and Trusted' (83/100) received the highest scores on average. This indicates that respondents were most likely to agree that City Library helped them to enjoy learning, and feel safe and welcome whilst using their services. 'Digital Connection', 'Literacy' and 'Creativity' (each 77/100) also scored strongly, demonstrating that respondents were also likely to agree that City Library encouraged them to both read more and be more creative in their own lives and become more digitally connected to others.
Despite scoring positively, 'Connection' received the lowest result (72/100). This suggests that respondents were least likely to agree that City Library encouraged them to become more engaged in their community.
At a 95% confidence interval, the margin of error for dimensions ranged from 1.6% to 2.1%. This means we can be 95% confident that if we surveyed the entire visitor population, the average score for 'Learning' would fall within 1.6% of the average generated by the sample.
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 contain the response data for 'public' responses and shows the percentage of people that agreed or disagreed with each of the statements, using a 5-point ordinal Likert scale.
Out of all the dimensions measured, 'Learning' (91%) and 'Safe' (90%) received the highest levels of overall agreement, demonstrating that respondents were most likely to agree that the City Library helped them enjoy learning and that they felt safe and welcome whilst using its services.
Despite scoring positively, 'Connection' received the lowest level of overall agreement (74%), conveying that respondents were least likely to agree that City Library encouraged them to become more engaged in their community.
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) Represent 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) Represent dimensions that reflect the ability of libraries to support improved employment and productivity outcomes.
The highest scoring Domain was 'Personal Development and Wellbeing' (91%), followed by 'Stronger and Creative Communities' (88%). The latter's score is perhaps more impressive, considering it was made up of two dimensions ('Safe and Trusted' and 'Creativity'), as opposed to just one. Despite scoring positively, the 'Community Engagement' domain received the lowest level of overall agreement (77%). However, it is worth noting that this domain comprised three dimensions: 'Role' (81%), 'Relevance' (78%) and 'Connection' (74%).
Library Use and Outcomes survey respondents were asked about areas where the City Library made them feel more confident. The following chart shows the percentage of respondents that rated the library across seven options.
Respondents were asked about the kinds of learning they engaged with at City Library. This chart shows the percentage of respondents that rated them across these five options.
68% of respondents indicated that City Library had helped them feel more confident about becoming involved in their community, with 64% suggesting they had become more confident about starting their own business. On the other hand, only 8% of the sample stated that the Library had helped them feel more confident about their job search. This indicates an area of potential growth.
68% of the sample stated that the Library helped them learn something new about early childhood literacy - the highest scoring topic area in this respect. However, only 12% of respondents indicated they would apply their newfound knowledge from the Library in this area. 'Education/Lifelong Learning' scored best across both criteria, with 66% of respondents stating they learnt something new about this topic and 67% claiming they would apply knowledge learnt at the Library in this topic area. 'Digital Learning' received the lowest engagement scores, with only 16% of respondents claiming they had learnt something new regarding this focus area and 4% suggesting they would apply their new knowledge in real life.
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.
Respondents who identified as non-binary were most likely to agree with the 'Safe and Trusted' (88/100) dimension but least likely to agree with 'Creativity' (66/100). Those who preferred not to say also were highly likely to agree with the 'Safe and Trusted' dimension (85/100), this was more likely than for those who identified as male or female. Respondents who identified as male and female scored similarly across all dimensions, with the greatest difference between the two genders being 4/100 for 'Digital Connection'.
Dimension results were mixed across the age groups, with no bracket consistently ranking first or last for the eleven measured dimensions. However, the dimension that achieved the highest average score was 'Safe and Trusted', with each age group recording at least 80/100. 'Connection' and 'Digital Connection' recorded the most closely aligned average agreement levels across the age cohorts, with the range of scores varying by 5/100 or less in both cases.
Dimensions measured in 2024 had also been measured previously. This consistent use of measurement allows organisers to benchmark their results and track progress in achieving strategic outcomes over time.
The following chart compares the results of 2024 to 2023.
Six of the 11 dimensions measured in both years received a higher score in 2023. Remarkably, 'Enterprise' scored -29/100 lower in 2024 (47/100) than it did in 2023 (76/100). This reveals that respondents in 2024 were much less likely to agree that City Library helped them increase the success of their business. Similarly, 'Digital Connection' (-15/100) and 'Learning' (-13/100) saw lower results in 2024.
The most notable improvement was seen in the 'Role' dimension, which saw an increase of +10/100 to 85/100 in 2024 indicating that respondents were significantly more likely to agree that the Library was an important part of the place where they lived.
Libraries that take part in the PLEN project can access benchmark evaluation results from all participating libraries. Benchmarks give context to libraries, to help them understand how their impact compares with the average from the group, and to set targets for achieving improvements to their outcome results that will lift them above the network average.
The below chart shows the average dimension results achieved for City Library, 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.
Five out of seven comparable dimensions fell within the PLEN benchmark range, indicating that in most cases City Library outcomes aligned with other libraries in the network.
Of all dimensions on this list, 'Learning' performed the best, with a score that sat at the top end of the benchmark range demonstrating City Library's ability to help users enjoy learning.
The dimensions that fell below the benchmark were 'Role' and 'Literacy', suggesting that in comparison to other libraries, City Library survey respondents were less likely to agree that the library was an important part of the place where they lived and that the library encouraged them to read more.
More information about the Culture Counts PLEN Benchmarks available at https://culturecounts.cc/blog/public-library-evaluation-network-first-year-findings/
Respondents were asked to leave any additional feedback about their library use experience. This feedback has been classified into positive, neutral, or negative categories, with the percentage of feedback sentiment types presented in the following chart.
Feedback helps organisations understand where the value of visitor experiences lies and how they can be improved and strengthened in the future. A selection of comments has been highlighted underneath.
I love the library, it helps me focus when I need to study for exams.
I come to use their computers and the Internet because it's a lot faster than the one I have at home.
I love reading so having access to so many books is important!
I come to the library to hang out after school. There's plenty of stuff to do!
I like studying at the library but there are never any tables free.
It's ok
Would like more sci-fi novels please
I wouldn't rate the City Library to be the best, I would rather go somewhere quieter with better internet. It's always so loud with kids everywhere.
More computers and less books. It's 2024!
I only came here because my printer was broken.
Library User and Outcomes survey respondents were asked how City Library could improve.
A selection of suggestions for each branch has been identified, with the most frequently used words visualised below.
More kids novels, there aren't enough books that are on my son's reading level. We've asked staff a few times.
A booking system for the computers so people aren't using them for hours.
More desks, there's not enough!
Cheaper printing.
Separate study rooms, maybe that are bookable to secure a good study spot in the library.
Have headphones for sale, I always leave mine at home.
Napping station.
Soundproof kids room, it will make studying easier.
Cultural activations in empty spaces. There are lots of empty spots in the library we could put art in.
In addition to the Library Use and Outcomes survey, City Library surveyed people who participated in the following library events:
Book Club
Crafternoon
Computer Basics
People who responded to the City Library's event surveys were asked a series of demographic questions, to help the library learn more about the audience groups that engage with their programs. Respondents were asked to provide their age, gender, and identity.
The following charts show the proportion of City Library events survey responses captured for each of the age, gender, and identity demographic questions.
Overall, those aged over 60 made up the largest cohort of event attendees at City Library events (45%), followed by the 40-49 age group (17%). Respondents in the under 20 bracket made up 4% of the sample. The Crafternoon event attracted the largest proportion of attendees aged under 40 (29%), whilst the Computer Basics event saw the most engagement from elderly participants (50% were 60+).
The majority of respondents identified as either female (37%) or male (36%), with 25% identifying as non-binary and 2% preferring not to say. Crafternoon attracted a larger proportion of females (44%), whilst the Computer Basics session was well attended by those who identified their gender as male (40%). The Book Club event saw fairly even representation from males (30%) and females (35%) with the remainder made up of those who preferred not to say (26%) and those who identified as non-binary (10%).
In order to understand the frequency of library usage and event attendance, respondents to the City Library event surveys were asked whether they were library members and if it was their first time visiting the library. This question can inform expectations and help organisers to better understand user reach.
Overall, 52% of Events Survey respondents were current members of the library. Over half of the participants at the Computer Basics (56%) and Book Club (54%) events were not library members, revealing a potential opportunity for City Library to grow their membership base by targeting these audiences.
Overall, 56% of all event survey respondents were attending a City Library branch for the first time. Crafternoon and Computer Basics attendees were most likely to be first time attendees, with 75% and 77% of respondents respectively indicating this was their first time attending the library. This highlights City Library's ability to reach and attract new visitors through its event programs.
Survey respondents moved a slider to indicate whether they agreed or disagreed with the included dimension statements in relation to the event they attended. The following charts contain the response data for event survey 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.
Out of the outcomes measured, 'Rigour' (81/100) received the highest average score, indicating that respondents were most likely to agree that the events were well thought through and put together. Despite scoring positively, 'Creativity' and 'Challenge' ranked lowest (both 72/100), highlighting that respondents were least likely to agree that the events they attended inspired them to be creative and challenged them to think differently.
At a 95% confidence interval, the margin of error for dimensions ranged from 3% to 3.4%. This means that we can be 95% confident that if we surveyed all event attendees the average score for 'Belonging' would fall within 3% of the average generated by the sample.
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 charts contain the response data for each Library Event survey and show the percentage of people that agreed or disagreed with each of the statements, using a 5-point ordinal Likert scale.
Of all dimensions measured, 'Rigour' (87%) received the highest level of overall agreement across the three events. It was followed by 'Challenge' (80%), 'Belonging' (79%) and 'Access' (78%). This suggests that respondents were most likely to agree that the Library events were well thought through and put together, challenged them to think in a different way, helped them feel part of a community and enabled them to access cultural activities. 'Creativity' (71%) received the lowest level of overall agreement, indicating that respondents were least likely to agree that the events inspired their own creativity.
Respondents to the Crafternoon survey were most likely to agree with the 'Rigour' dimension (90%) and least likely to agree with 'Creativity' (71%). This highlights that the event was well produced and presented. 'Access' (86%) received the highest level of agreement from Book Club respondents highlighting that the event gave attendees the opportunity to access cultural activities. Computer Basics respondents were most likely to agree with the 'Challenge' (88%) dimension and least inclined to agree with 'Access' (75%) and 'Creativity' (75%). This indicates that attendees were most likely to agree that it challenged them to think in a different way but less likely to agree that it gave them access to cultural activities and inspired their own creativity.
The same dimensions were used throughout evaluations for each event. This consistent use of measurement allows organisers to benchmark their results and track progress in achieving strategic outcomes over time.
The following chart compares the results of the three events City Library surveyed as part of this evaluation period; Book Club, Crafternoon and Computer Basics.
Dimension scores trended similarly across the three events. One of the biggest differences was seen in the 'Rigour' dimension, with Book Club achieving a score that is +4/100 points higher than that received for Computer Basics, indicating that respondents were more likely to agree that the Book Club event was well thought through and put together.
Attendees from the Computer Basics event were most likely to agree that the event challenged them to think in a different way, with a score for 'Challenge' that exceeded the other events' score by +4/100 points.
Respondents were asked about their preferred way to be notified of future library events. This helps organisers understand how attendees find out about library events.
The following chart shows the percentage of respondents that selected one of the following options as their method of marketing of library events, also comparing the results of respondents from each event.
When observing the aggregate results, respondents cited 'Social Media' (67%), 'E-newsletter' (56%), and 'Website' (55%) as their preferred ways of hearing about events and activities. 'Radio' (4%) and 'Flyer' (13%) were the least favourable marketing methods, conveying that respondents preferred more digital marketing methods.
'Social Media' was the most favourable marketing method amongst Book Club (76%) and Crafternoon (85%) respondents, whilst 'Word of Mouth' (47%) was the most chosen method by Computer Basics respondents.
Respondents were asked to leave any additional feedback about their City Library event experience. This feedback has been classified into positive, neutral, or negative categories, with the percentage of feedback sentiment types presented in the following chart.
Feedback helps organisations understand where the value of event attendee experiences lies and how they can be improved and strengthened in the future. A selection of comments has been highlighted underneath.
I had a great time at Book Club! I hope it is on again soon.
I met some great people and learned a lot at Computer Basics. This program is great for people my age, it's not too overwhelming.
Crafternoon was the best.
The library's events are great for a bunch of different people of different ages.
It was fine, I wish we could have chosen what we got to make.
I didn't learn anything new.
They should offer an intermediate computer class.
The events at the library are so boring. Why can't we have something more fun?
There are no other events that interest me.
I hate the books they choose for Bookclub, they are so outdated.
This report has been prepared by Culture Counts for demonstration purposes
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