Library users give big Thumbs Down to OPEN+

Historic Ashton Central Library - Closed February 2019

NORTHERN VOICES has learned that the findings of a survey, 'Open Libraries Plus, Evolution And Review', which  closed on 5th February 2018, was not made public by Tameside Council despite the council having a policy of 'Engagement' - "the continuous conversation with and involvement of stakeholders and residents" and its 'Big Conversation'.

The survey which was undertaken over a four week period from 9 January 2018  to 5 February 2018, by Tameside Libraries into 'Open +' - their unstaffed, do-it-yourself library system - was intended to assess how the system was working and public attitudes towards it. The new library system was rolled out across eight libraries in 2018.  Although Tameside Libraries have stated:

"The purpose of collecting the information was to assist officers in understanding people's views of using Open+, it was not necessary to put this in the public realm", it is clear from reading the survey, and the comments made by those  who participated in it,  that the vast majority of people have expressed dissatisfaction with unstaffed libraries in Tameside, and are highly critical of it.  Despite what the library service say, they seem to have just buried bad news.

Some 145 people responded to the survey, but when asked how many questionnaires had been distributed, Tameside Libraries were unable to answer the question. When asked which library people used most often, Stalybridge was the most used library in Tameside, followed by Hyde, Dukinfield, Droylsden, Denton and central library in Ashton-under-Lyne. 

When asked during which hours do you normally use the library, only 19 people (13.38%), out of 142 responses, said they used the library during Open+ hours.  57 said they used it during staffed hours and 66 during both staffed and Open+ hours. 

Tameside Libraries were keen to stress that the responses to the survey did not represent the total users of Open+ only the ones that completed the survey, adding:  "66 survey responders also indicated that they used the library in both staffed and Open+ mode."

A question about how helpful the induction by library staff to Open+ was, elicited 79 responses with 66 skipping the question. 42 (53.16%) thought it very helpful and 10 (12.66%), unhelpful.  When asked why they found the induction helpful and how it could be made better, only 9 answered and 136 skipped the question.  Some of the comments left by respondents, were as follows:

"As always staff at Stalybridge brilliant."  "I feel that older generation was not informed.  They were told it was 'online and Facebook', but not many people that age access Facebook.  The older people have followed us into the library, they have been very confused.  I have spent more time explaining Open+ than doing my job teaching."  "Don't want unstaffed libraries."  "Libraries without people are merely shells."

When asked which library service people mainly used during Open+ hours, 71 answered and 74 skipped the question. 60 (84.51%), said they borrowed, returned or renewed items, paid charges and used self-service machines during Open + hours. 31 (43.66%), said they picked up or borrowed or reserved items and 14 (19.72%), said they used Open+ hours to use public computers and the scanner. Only 8 (11.27%), said they used Open+ hours to access Wifi. One respondent left the following comment:

"I cannot access Wifi. The computers have gone down on numerous occasions which has had a huge impact on my student who has (SE MS) needs."

The question "How easy have you found it to access the library during Open+ hours?" was answered by 73 and skipped by 72. 33 (45.21%) said very easy and 11 (15.07%) said it was difficult with ten (13.70%), saying very difficult. 29 (40.28%) said they had found the extended Open+ hours very useful and 13 (18.06%), not useful at all. 

When asked to say why they had found using Open+ useful, 47 answered the question and 98 skipped answering it. 21 (44.68%) said the library was quieter in Open+ hours. 34 (72.34%), thought there was more opportunity to use the library due to longer opening hours, and 20 (42.55%) thought the new times worked better around their lives. One respondent said:

"We have had numerous problems being locked out, being tailgated, being followed, being verbally abused. No internet. The only good thing about it are the staff, They are lovely and helpful." 

Another respondent said: "I do not like Open+, I much prefer to deal with human beings. When library users were asked (Question 9), "Are there any other comments you would like to make about Open+ or any suggestions for improvement, 53 answered and 92 skipped answering. Of the 53 responses the vast majority of responses (50), were negative. There are comments about personal safety: 

"We do not feel safe!",  "There has been no thought for personal safety, it's a crazy idea."  "I don't use the library much at all now.  Don't feel safe.  Thanks for excluding us from libraries now.  Not happy!" "Stalybridge library is only open till 7.00 because of gates, not good for me.  The library is ghostly when it is empty of customers. You should have at least one person here.  I feel vulnerable..." "I don't want to go into an empty building with no life.  Not to mention the safety aspect too."  "I was tailgated despite challenging person." "Takes some getting used to, to be alone in a public space in the evening.  I do not linger like I would during staffed hours..."  "I am very concerned about personal safety when using the library when it is unstaffed."   "As a female I feel uncomfortable attending the library during unmanned hours."

Although Tameside libraries have said that they don't consider female library users to be at risk during Open+ hours they have also said that they consider children under 16 to be at risk, even with live CCTV monitoring.  Therefore, they have to be accompanied by an adult during Open+ hours. Tameside libraries also say: "Men are more likely to use an unsupervised library building than females" (Report to Executive Cabinet 14/12/2016) but they don't say why they feel this is the case. However, there is recognition that some people may feel unsafe during Open+ hours. Tameside's active library users are predominately female (59.8%), and it is likely that many of the above comments about fears for safety, reflect the views of female library users.

Though several respondents expressed positive views about Open+ "The new hours work brilliant for me. I visited last week during Open+ hours and found the library empty and quiet..." others wanted to see more staff in libraries and felt that libraries should be an opportunity for human contact and interaction, "It is far better to deal with humans (librarians) rather than machines", said one respondent. Some respondents expressed dissatisfaction with the technology that was sometimes faulty. 

The survey findings which are consistent with other previous surveys, show that library users are predominately from a white background with (90.9%) identifying as such. They are also largely female - 16,193 active library users. Overall, there are 27,079 active library users. Tameside's  population is predominately white. The largest BME group  in Tameside are Asian/Asian British (8.94%). As of 30/11/2018, 3,074 female library users had registered for Open+ and 1,784 male library users. Tameside Libraries also pointed out that 79 library users had declined to indicate whether they were male or female. 

The former leader of Tameside Council, Kieran Quinn, when launching the 'Big Conversation', said: "It's not about withdrawing services, its about redesigning services." The council closed fived libraries in 2012, following a comprehensive review. Staff were cut and hours were reduced at the remaining eight libraries. There were originally 22 libraries in Tameside ( a reduction of 64%) and most of these were closed well before the CONDEM government in 2010, introduced austerity measures. Not only have hours and staff been cut, but also publications. In 1983, Ashton reference library had 130 magazine publications and this was down to about 30 in 2016. I recently visited Ashton reference library and asked to see a copy of the reference book 'Who's Who'. I was told it was in the cellar and that the library hadn't updated it since 2015. This is what Tameside Council call libraries fit for the 21st century. What we're witnessing with Open+ is the dissolution of the Libraries in Tameside by a Labour council that doesn't read books and is as thick as a book end.

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Tameside library Open + system crashes.

   Are library users at risk?

Ashton Library

Tameside library users were unable to access many libraries on Wednesday during unstaffed hours (Open +) because the system crashed due to technical difficulties. Tameside Council (TMBC) issued the following statement on their website:

"Due to technical problems Open + hours access to Tameside Libraries is not currently available. We apologise for any inconvenience that this causes our customers; we are working with our suppliers to restore Open + hours access as soon as possible." 

Although the council have stated that allowing access to libraries when there are no staff on duty will double library opening hours, the Open + system has been beset with problems. The general public appear to be largely unaware of how the system works or appear to be wary of entering a library when no staff are on duty. One library user told NV recently that it had taken him almost 20 minutes to exit the library in Dukinfield when he'd been the only person in the building. We also understand that their was a security failure at Hyde library last March, when a computer keyboard was stolen and the person could not be identified because the grainy CCTV image made the person unrecognisable. 

Under the Open + system, some people are being denied access to public libraries. People who have received warnings about their conduct may be denied access as well as people under the age of 16-years, who must be accompanied by a "responsible adult" who is registered. In their customer agreement TMBC also say: "Customers who have a medical condition that may pose a risk to themselves in Open+ hours, enter the library entirely at their own risk."

Those who wish to apply for access to Tameside libraries during Open+ operating hours, must be - a member of Tameside libraries; aged 16-years or over; have no incident forms recorded on their membership; sign a customer agreement and undergo induction training with a member of the library staff.

Since the introduction of Open+ operating hours, a number of library staff have lost their posts or have taken early retirement or re-deployment. TMBC have also been appealing for volunteers to work unpaid in Tameside libraries which have now been reduced to eight sites, due to financial cuts.

Tameside libraries to go unstaffed! Are library users at risk?

A report that recommends the introduction of ‘self-service’ libraries in Tameside, (Open+), was considered by the Executive Cabinet of Tameside Council on Wednesday 14 December 2016.

The report incorporates the findings of a library survey that took place over a six- week period during July and August and which received 807 responses on-line, but only 794 valid responses, after invalid responses were removed. The report says that the views of elected members were sought along with MPs and council staff, as well as young people and members of the Bengali community, in Hyde.

As part of ‘Vision Tameside’, the report authored by ‘Emma Varnam’, Interim Assistant Executive Director for Stronger Communities, says that £496,200 is to be invested in a range of technologies that will allow customers to use libraries when unstaffed.

As part of their ‘Vision’, the report says that it is intend to increase the number of volunteers to “support paid staff delivering the service.” Although the report says that it is not the intention to run any library using just volunteers, annual savings of £185,000, are to come from reduced expenditure on library staff, brought about by using volunteers and self-service libraries, which will include ‘self-issue’, ‘self-booking’ on PC’s and unstaffed hours. In June, a “Library Service Brief”, informed staff:

“The implementation of new technology will necessitate reconsideration of staffing levels i.e. a service review. This will again present opportunities for staff to apply for voluntary severance.”

In November, Sir Richard Leese, the leader of Labour controlled Manchester City Council, told a meeting of voluntary organisations that it was the role of voluntary organisations to “fill in the holes” left by public service cuts.

The report says that the introduction of self-service technology will increase library opening hours and allow Tameside Libraries to be retained in an affordable way. The law, the “Public Libraries and Museums Act 1964”, requires Tameside Council to provide a comprehensive and efficient library service for all individuals who live, work, or study, in the Borough and who are desirous of using the service. Usually following a complaint, the Secretary of State for Culture, Media and Sport, has powers to intervene when a library authority fails (or is suspected of failing) to provide the required service.

Despite having “usable reserves” of nearly £205m as of 31 March 2015, Tameside Council closed five libraries in September 2012 and opening hours, were cut at the other eight remaining libraries. There are currently eight libraries in Tameside out of 22 libraries, a reduction of almost 64%. Most of these were axed well before the austerity Tory government of David Cameron, or the banking crises in 2008. Not only have Tameside library opening hours been reduced, but publications such as magazines and books have also been massively cut over the years.

The report stresses that there has been a downward trend both nationally and locally in both visits to libraries and issues. It is felt that the internet, smart phones, tablets, gaming and e-books, have all played a part in this downward trend. However, while there may be some truth in this, the report fails to recognise that fewer libraries, opening for fewer hours, with much reduced stock, might also explain the reduction in library visits and issues. Curiously, whereas library book loans, according to Nielsen Libscan, are reckoned to have slumped by almost 16m in the last two years, book sales for adults and children’s books have continued to climb. Library campaigners, such as Tim Coates, blame the reduction in cuts to book stocks and opening hours, which he believes undermine libraries.

The Tameside library survey indicates that most people use the library service to borrow books, to access PC’s, read magazines and newspapers, and to ask for advice and information. The report also indicates that library users greatly value the work that library staff do and don’t want to see staff axed. Many people indicated that the number of Tameside councillors should be cut along with their expenses in order to fund services and staff.

The responses given in the Tameside library survey of 747 people, are extremely interesting and perhaps not what Tameside Council were expecting. When asked whether they agreed or disagreed with the proposition that self-issue technology in libraries and longer opening hours with reduced library staff, was preferable to closing more libraries, 63.15% agreed and 36.85 disagreed. Some 65.88% of people said that they used self-service technology regularly, occasionally, or had done so one or twice. A quarter of responders (25.72%), indicated that they would not use self-issue technology under any circumstances. The survey of young people (106 people responded), indicates that 50.94% agree with the ‘vision’ but 49.06% disagreed. Interestingly, most young people surveyed, said they would not use self-service technology. When asked about voluntary work with Tameside library service, most people surveyed (86.13%), said they would not be interested in volunteering. No doubt, many people object to doing a job (unpaid), that someone was previously paid to do. There also seems to be some evidence that females are reluctant to use an unstaffed library because they feel unsafe in the presence of men, whereas, men are more likely to use an unstaffed library. One female respondent, indicated that she had observed a library user watching pornography on his library computer.

Although it is proposed to install CCTV in libraries and that only people given ‘VIP user status’ - a trusted member of the library service - will be given access to unstaffed libraries, it is felt that this is not sufficient to mitigate any risk. In “Open+” mode, children under 16-years-old, must be accompanied by an adult. At some unstaffed libraries in Stockport, library users are already being warned that they use the library at their own risk. This of course, does not indemnify any council, who have a duty of care, to members of the public using their premises.  Those who are given access to unstaffed libraries also have ensure there is no “tailgating”. The report also recognises that older people may have difficulty using self-issue technology such as swipe cards. People with disabilities may also have difficulty with access.

The report makes clear that there are currently 45.2 full-time equivalent staff required to operate the library service, whereas, only 38.6 would be required under the new operating model. In addition, a further 6.6 jobs are to be axed, around 15 jobs in total. However, in the Tameside Library service, there are more chiefs than Indians (59 library officers to 45.2 library staff). The report isn’t clear where the axe will fall on library bosses, if at all. 

The Tameside 'Vision': A Library fit for the 21st Century!

Buckets collecting rainwater at Ashton Library

Have you noticed how British managers have suddenly become 'passionate' about everything they do - it's the latest buzzword. Incompetent hospital bosses are passionate about the hospitals they run and politicians and ministers are always so passionate, the word has become a standard bromide in professional circles and seems to mean almost nothing.

The Labour controlled council in Tameside, Greater Manchester, have recently conducted yet another consultation exercise aimed at reorganising its library services. In their questionnaire the council say - "We are very passionate about the much valued library service within our communities." and talk about a 'vision' of a library service fit for the 21st century.

How passionate Tameside Council are about their library service is a moot point. For the last two-years, the roof at the central library in Ashton-under-Lyne has been leaking in and nothing appears to have been done about that. Last week, there was panic in the computer room (not for the first time), when the heavens opened up and there was a torrential downpour which came in through the library roof. Staff hastily ran for buckets to collect rain water and sought to unplug computers in order to avoid electrocuting library users as the rain cascaded down the wall. 

Five years ago, Tameside Council outsourced its 'Facilities and Estate Management' to the global construction giant 'Carillion'. However, we have been informed that Carillion say that they cannot repair the library roof because they don't have a pair of ladders big enough to get up on the roof! Is this the same "major global infrastructure partner' which the Labour council in Tameside, speak so highly of? If it is, then two-years seems an awfully long time to wait for them to get a pair of ladders in order to repair a roof. So much for privatization!

JOBS FOR THE BOYS -

 ISN`T IT ABOUT TIME WE STOPPED THE COUNCIL GRAVY TRAIN!

MANY front-line public services in Tameside (Greater Manchester) face being cut or closed down as the council seeks to make savings of £100 million over the next four years.

Next week (Tuesday 22/2/11), the leader of Tameside Council, Kieran Quinn (pictured), will announce this year`s budget and the cuts that the council are proposing to make to public services. Already, it has been revealed in the local press that libraries and culture could be hit hard by savage cuts. The council have already announced that they are proposing to cut the culture budget by more than £3.36 million or (40%) of the total budget. Museum and countryside centres could be closed or sold off. Libraries are also facing budget cuts of £0.9 million which could see branch libraries closed and staff replaced by volunteers.

Other proposals involve cutting concessionary bus passes for children;cutting the number of lollipop ladies; reducing the number of pensioners' luncheon clubs; reviewing community centres and moving activities to schools and cutting the budget for road repairs.

Of course, over the years, while many council employees have seen their wages cut and their jobs made redundant, quite the reverse seems to have occurred when you look at the pay and allowances of the top dogs and councillors who run many of these councils. According to recent press reports, thousands of local councillors have seen their allowances soar in the last five years. Over the same period, Town Hall payouts have risen by up to 150% to a total cost of more than £200 million. Figures taken from local authority accounts also show that a substantial number of council leaders such as Richard Leese, of Manchester City council, claim more than £50,000 a year in allowances. The average councillor's allowance can now be more than £20,000 a year.

In Tameside, over £1 million a year is spent by the tax-payer on councillor's expenses and allowances. Councillors`s are even entitled to claim a £250 Broadband Allowance. Ten of the top executive officers who work for Tameside Council, earn more than £100,000 a year. The Chief Executive of the council, Steven Pleasant, tops the list with a salary of £166,929 which is over £24,000 more than the Prime Minister receives. Research undertaken by the Tax Payers' Alliance in 2007, revealed that Tameside councillor`s had the 9th highest average allowance per councillor in the country.

Last May (2010), the council enlarged its Labour cabinet system to include 12 cabinet members and 9 assistant executive members. Almost half of the Labour group of 47 members are now in paid cabinet posts with fancy titles claiming in excess of over £30,000 a year. The cost of running this cabinet system in Tameside has been steadily increasing since 2003 when £232,180 was paid out in special responsibility allowances. In 2010/11, the cost had increased to £326,859.

We should not forget that not so long ago, being a councillor was a voluntary job.  Local councillors were not paid until the 1970s. Expenses for attending meetings were introduced by the Heath government in 1972 and in 1995, the Tory government under John Major, allowed council`s to set up their own payment schemes for councillors allowances. In 2003, councillors were given another perk when they were given membership of the pension scheme for local government workers. The effect of these reforms has been to create full-time well paid fuctionaries and a culture of jobs for the boys.

At Tameside Council`s meeting on Tuesday, don't expect the leader of the council, Kieran Quinn,(his wife Susan is also a Tameside councillor) to announce in his budget speech that they will be cutting councillors allowances and expenses and the wages of the top executives in order to save public money. It is more than likely that it will be the librarian and lollipop lady who are facing the chop. While Richard Leese at Manchester City Council claims his £52,000 a year allowances, the council has just announced that it will be closing all its public toilets bar the one on Mount Street, which the public will now have to pay to use because the council says it has got no money. Perhaps if we got rid of some of these mendicants (politicians), more money could be spent on front line services.