Library staff engagement

Library staff engagement

Cumberland’s 120 library staff, from public and support/ specialised services, were provided with the opportunity to complete the staff survey. The full set of questions can be found at Appendix 1. In total, 70 responses were received, representing the views of three out of five of Cumberland’s library staff (58.3%), with the majority working within the public library service at Cumberland’s three main libraries (Carlisle, Whitehaven and Workington).

The majority of staff completing the survey are female (80%); this is a much larger proportion than the average gender split for Cumberland (females 51% / males 49% - Source: Office for National Statistics, 2023). The majority describe their ethnicity as White (97.1%); this is a slightly smaller proportion than the average for Cumberland (White 97.7% - Source: Office for National Statistics, Census 2021). One in five report having a disability or a long-term health condition (21.4%); this is a slightly larger proportion than the average who report being disabled under the Equality Act in Cumberland (19.8% - Source: Office for National Statistics, Census 2021).

Many staff feel their role is fulfilling and worthwhile and makes a positive contribution to the local community. Three quarters of staff rate library services overall as above average. It is clear from responses to this survey that library staff want to be able to deliver a good service, but there is frustration at being hindered in their effectiveness by a number of issues. Key ones relate to the condition of library buildings, staffing levels, and gaps in knowledge and training, and printing services with some concern regarding online digital resources for customers, an overly complicated public-facing online catalogue.

Response themes

Resources and staffing:

  • budget pressures and staffing levels are major concerns
  • difficulty covering absences is affecting service delivery and morale
  • staff struggle with changing workloads and customer expectations
  • some feel unsafe with some library users
  • training needed for consistent customer advice and support; some staff are ill-equipped to deal with complex enquiries

Library services development:

  • staff support service improvement and accessibility
  • apprehension around Community Hubs and external partnerships diluting core library offer
  • libraries seen as key to supporting health, wellbeing, and social inclusion, but need investment
  • drop-in services in smaller site locations welcomed, but expertise and expectation management are vital

Promotion and communication:

  • frustration over poor marketing; many residents are unaware of libraries full offer
  • over-reliance on library social media misses good proportion of potential audience
  • events, building upgrades and Community Hubs seen as ways to raise visibility
  • internal communication mostly rated 'good' or 'fair'

Technology:

  • Borrowbox, free WiFi, and computer access rated highly
  • printing and internet connectivity often unreliable, with 'papercut' print solution for customer offer causing considerable frustration
  • suggestions include better WiFi, improved printer solution. For example, Bluetooth enabled, improve public access catalogue and digital training for customers
  • AI and tech seen as growth opportunities

Buildings and infrastructure:

  • buildings need repairs and improved maintenance
  • spaces not seen as welcoming or accessible
  • investment needed to modernise, improve insulation, heating and overall comfort

Meeting and study spaces:

  • current meeting and study spaces rated poorly; lack of provision across library estate, and privacy and quality variable
  • need for more inviting and flexible areas for study, groups and business use
  • suggestions include meeting pods, hot-desking, spaces for wellbeing services
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