As promised, I am posting a few highlights from my experiences visiting three wonderful New Zealand Library systems. In today’s post, I am arbitrarily starting with Christchurch City Libraries – although they were the last stop on my “teaching tour”, they are top on my mind today, perhaps because of the earthquake that occurred in Christchurch around the time of my visit. If courage could be defined as “grace under pressure”, then surely the Management and Staff of the Christchurch City Libraries are very courageous people. The 7.1 earthquake and hundreds of aftershocks they endured in September damaged and in some cases destroyed many older and historic buildings. Most Library branches were closed for 7-10 days while they “re-shelved, repaired and restored”. I was there the day after the “big one” – and let me tell you folks…an aftershock of 5.1 feels like a very frightening earthquake to me! The emotional toll was palpable, but people soldiered on and helped each other in a true spirit of care and brotherhood. My workshops on Pro-active Service and Roving were scheduled to be held just 2 weeks after the quake – and yet the Managers and Staff chose to carry on with the training, as it was a key part of their new service model. Then they had to scramble to find new meeting space, as the Library meeting rooms had all been appropriated for temporary City Council staff offices. In the post-earthquake confusion, with many damaged buildings and businesses closed, Alice Cruikshank, Professional Development and Learning Coordinator and Pat Street, Programmes and Learning Manager found 2 large meeting rooms- one in a Banquet Hall facility and another in a ” private function room” in a local restaurant/bar. All went very well – the training was a hit – and staff felt it also gave them something more positive to think about, rather than earthquakes. I just had to share this picture of the workshop tables we set up next to the bar. Kudos to Alice, Pat and the restaurant staff! (and no – we didn’t sample the liquor at breaks!)
Christchurch City Libraries is a very forward-thinking Library system, constantly innovating to meet their patrons’ needs. I can’t list all their wonderful service innovations and services in this space, so I will focus on some highlights.
Location Location Location: I visited the New Brighton Library and was blown away with its location. It is at/on the impressive New Brighton oceanside pier- in fact you can walk out onto the pier through the Library. Huge picture windows look out at the sea, and there are “Listening Posts” by the windows (comfy chairs with earphones facing outward).
Beyond the wonderful location and features, this Library provides roving reference (as do the rest of the Libraries in the Christchurch City Libraries system). I spotted this useful sign on a Library Reference desk at New Brighton – note the great view! (Double click on the image to read the sign).
Their South Branch Library is another example of forward thinking design. The Library was designed at the same time as the local City Council offices, which were in the same building. What struck me most was that they consulted with the community about the new design, holding meetings and focus groups. What they found out drove the design of the entire building. People didn’t like the way they had to go down separate corridors to find city clerks (to pay a property tax bill for instance), and then find your way through other doors to access the Library. In response, this building is designed as a “community space”. When you first enter, there is an open area. You can see straight ahead of you the is the open concept “RED” cafe, an independent coffee shop. To the left is a service desk for city administrative functions, and to your right is the Library and the Circulation/check-out and Information desk.No walls divide these services. I found that configuration to be very friendly and welcoming. It was easy to see where to go and convenient to have everything in one place. The building is very “green”. It stands on pillars, with water flowing underneath, which moderates the interior temperature, and looks very picturesque – with ducks paddling on the shallow “moat” around the building. There are windows all along the walls, which bring the outdoors indoors. The top and bottom panes automatically open or close to regulate the interior temperature. Adding friendliness to this wonderful space are Library staff who rove throughout the space, ready to serve patrons wherever they need assistance.
At every branch I visited in Christchurch I found many pro-active service approaches. Many staff had already been providing some Roving services, often in informal ways. After the workshops, this has become a fundamental component of their successful, patron-centred service model.