We Love Libraries 2025

Background

Townsville Citylibraries has branches at Flinders Street, Aitkenvale, and Riverway. Citylibraries also has a mobile library service which visits various locations around Townsville, connecting the community and enriching the lives of library members. Townsville Citylibraries provides programs, activities and services for everyone in the Townsville community including book clubs, Storytime, lectures, creative space classes, child development advice and so much more. Each branch also has a community pantry, offering shelf-stable food items to those in need.

Public Libraries Evaluation Network Project

Townsville Citylibraries 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 use Culture Counts to survey public users of their facilities and event attendees. Feedback is collected on library use, performance, personal and community outcomes.

Evaluation Methodology

Townsville Citylibraries has distributed the PLEN Library Use and Outcomes Survey in 2019, 2024 and 2025. In 2024, it was branded, ‘We Love Libraries’, to create a memorable and engaging campaign that better engaged library users and encouraged participation. The library-wide initiative ran for six weeks in June and July 2025, with a strong focus on maximising engagement across all areas of service. Each staff member played a role in promoting and encouraging customer participation, spanning branches, mobile services, and events. To support this, additional resourcing and staffing were allocated to ensure feedback was gathered from a broad range of users, including home service recipients and residents of Magnetic Island.

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.

Each survey contains a range of outcome ‘dimension’ questions, asking members of the public about their perceptions of, and outcomes generated by, their experiences with the Townsville Citylibraries. 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 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

Townsville Citylibraries survey respondents were asked a selection of demographic questions, to help the library learn their member and visitor characteristics. This also 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 and identity.

The following charts show the proportion of Library Use and Outcomes survey responses captured for each of the age and identity demographic questions. Age results have also been included for previous surveys in 2019 and 2024 to see how the spread has changed over time. Identity options have been modified slightly each year so are not shown as a comparison.

Location and Postcode

Library Use and Outcomes survey respondents were asked to provide their current postcode to see where respondents live within Townsville and which postcodes were most commonly represented in the survey results. The chart shows the top ten postcodes provided by respondents.

Membership

Survey respondents were asked if they were a member of Townsville Citylibraries. This enables results to be filtered by membership status, to compare differences in library use and perceptions by members and non-members. The chart also shows membership results for 2019 and 2024.

Library Use

Respondents to the Library Use and Outcomes survey were asked to indicate which library branches they used. They were also asked the last time that they accessed library services. This provides information about the most-used branches, frequency of use and customer loyalty.

The charts show results for the 2025 survey, with year-on-year charts also provided for the services accessed and activities undertaken.

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 libraries 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

The dimension likert scale also enables response results to be displayed within a 5-point agree-to-disagree format. The following chart shows the percentage of people that agreed or disagreed with each of the statements.

Year-on-Year

The consistent use of outcome measures over the three survey years allows Townsville Citylibraries to track progress in achieving strategic outcomes over time. The following chart compares the results from 2025, 2024 and 2019.

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) 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.

Learning and Confidence

Library Use and Outcomes survey respondents were asked whether they are aware of various library resources and services, and whether the library helps them to learn, apply learnings and gain confidence across these service areas. These four stages are expected to be sequential, with library users initially gaining awareness, followed by learning something new, application of learnings and increased confidence.

The results are shown for 2025, 2024 and 2019.

Comparison & Benchmarks

Demographic Breakdowns

Respondents were asked to provide their age 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 compared by age cohort.

PLEN Benchmarks

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 Townsville Citylibraries, 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.

Library Feedback

What do you like most about the library?

Library Use and Outcomes survey respondents were asked what they liked most about the library. 2,031 people provided a comment in 2025.

A series of themes were identified in relation to this topic. The chart shows the five key themes, with the percentage of responses aligned to each theme. A selection of free text comments from respondents is displayed below.

Family-friendly Environment

The visible effort to engage with the community. I also love that it is FREE, and therefore accessible to all members of our community. What a wonderful resource.

I like the inclusivity of our library. It feels very welcoming and I can take my kids there without any worries.

The staff are so welcoming when I bring my grandchildren to the library. They often have things there for them to do. They love it. Thank you 🤩

I love that the library is available 7 days a week. There are a huge variety of resources for children to learn to read and educate themselves aswell. There is also an abundance of books in various genres for everyone to enjoy. I hope that it continues to grow for future readers.

The children’s areas have been adapted to suit the changing needs of our community. Aitkenvale library in particular has introduced many new toys for little ones to play with and has made the children’s space beautiful and welcoming. It also has a wide range of books which we love.
Librarians have also been very welcoming and helpful.

Book selection

Accessibility and I can borrow so many books at once. It’s cheaper then buying books as I read so much.

I love the range of books and how they stay up to date on the trends in popular books.

Most recently published books are available.  Willingness to get in books I request.  Access to EBooks on Borrowbox which I use while travelling.  I prefer print books when at home.

Good range of books to choose from.  I also like being able to reserve popular current books.

Customer Service

The staff are always helpful and informative which allows me peace of mind to attend and to borrow items and to ask questions regarding anything.

Staff friendliness is the stand-out as far as I am concerned - especially at Aitkenvale.

Friendly staff and always kind to my kids and respect the diversity.

Friendly helpful staff that offer efficient and effective service at all times.

Ease of Access

The flexibility of the operations and procedures encourages users. For instance, helping me access my library services even when I forgot my card at home.

Access to reading material without the cost which makes it an affordable part of my life and lifestyle and learning.

Ease of use. Also, I can find and access material in my chosen second language, ie, Spanish, which helps with my learning. The abundance of ebooks and audiobooks is also a boon.

I like the ease of access at the Aitkenvale branch. I find that the reading materials that I want are easy to find and the digital materials that I use are easy to get to and navigate.

Quick and easy check in and check out. Easy reservation process and easy pick-up shelf. The app is great too. Availability of the books I want.

Online Services

Access to audio books. As a low income person with a disability, being able to borrow audiobooks is a godsend for my quality of life.

The fact that I am able to borrow books online has been a huge blessing for my depression and anxiety.

The library offers online resources such as Hoopla and Libby to listen to audiobooks. As a FIFO worker audiobooks are a lot easier and have more variety instead of borrowing physical books.

I can reserve books recommended as excellent fiction by authoritative online sources such as the New York Times literary editor.  Searching reviews of fiction online and then reserving this fiction is fantastic!!! I have discovered so many fabulous authors and spent so many very enjoyable hours reading.

I am happy with many of the services available.  Books. Online services. Computers. Sewing machines. Musical instruments. So many things. I love libraries.

What could the library do to improve?

Library Use and Outcomes survey respondents were also asked how the library could improve. 1,725 people provided a comment in 2025.

Only two key themes were identified and are shown in the chart. A selection of free text comments for each theme is listed below.

Increase book availability

More books and more items in Borrowbox

More audiobooks! I would love to see some of the more current and popular books come into circulation.

The online options are extremely limited. Lots of books I’d like to read and gone looking for aren’t there. All genres. I’ve been very disappointed many times.

Personally I would like a small range of books in other languages, but that is a pretty niche market.

Have more copies of books available digitally and improved range.  I'd also love to know when I've already borrowed a book - I often end up re-borrowing by accident.

More books! More books. Like 1000 times more books. The wait time on some books is crazy. Many of the books I am interested in have been listed as LOST for months and yet they are included in the number of copies available.

No suggestions

Happy with the way it is.

Not much, I think it's pretty good.

I am happy with whatever is offered.  Whilst I do not like change because I am old,  I soon get used to it and know where my favourite spots to look are.

I can’t think of anything at the moment. As long as my granddaughter feels comfortable, welcomed and happy to be there we will continue to visit. She loves choosing her own books.

The library is doing very well at everything I need it for. I can't think of anything it could improve on.

A few comments that did not align to a defined topic include:

More options for baby groups, they are always so busy. If would be good to spread out the crowds that attend.

Parking closer to the Riverway library. It is closer to my home in Alice River but with arthritis in both ankles it is too far to walk from the car park so I use Aitkenvale.

It would be nice if some of the courses and events that the library held were on the weekends or afternoons/evenings so that workers can also attend. Particularly the ones that encourage creativity.

Host more authors and literary events. Maybe a writer's festival with local and visiting authors

It can be noisy at times. Perhaps more separate quite places to read. The magazine section is great.