SHOREPLAN

SHORELINK LIBRARY NETWORK
MANAGEMENT PLAN

1997 - 2000

MISSION

In the interests of public library users to be the best Library Network in Australia:

proud of being service oriented, innovative, efficient, cost effective;
committed to meeting the needs of our users and to utilising the computer network to its maximum potential;
recognised as an outstanding example of co-operation between local government authorities.

PROGRAMS
ACTIVITIES

1. Public Services
   Accountable: Chief Librarians' Committee
   Convenor: Secretary
   
   
   • Lending Services
   • Information Services
   • OPAC
   
   
   
2. Planning, Policy & Public Accountability
   Accountable: Shorelink Committee
   Convenor: Secretary
   
   
   • Shorelink Committee
   • Shoreplan
   • Annual Reports
   • Public & Media Liaison
   • Financial Planning
   
   
   
3. Management & Administration
   Accountable: Chief Librarians' Committee
   Convenor: Agent Council Librarian
   
   
   • Direct, Control, Review
   • Financial Management
   • Personnel Management
   
   
   
4. Professional, Managerial Network
   Accountable: Chief Librarians' Committee
   Convenor: Secretary
   
   
   • Meetings
   • Resources and Skills
   
   
   
5. Hardware, Software & Communications
   Accountable: Shorelink Staff
   Convenor: Agent Council Librarian
   
   
   • Hardware
   • Communications
   • Housekeeping
   • Software, Technical Services
   • Program Development
   • Database Improvement
   
   
   
6. External Relationships & Responsibilities
   Accountable: Chief Librarians' Committee
   Convenor: Secretary
   
   
   • User Group
   • Metropolitan
   • State
   • National & International
   
   
   Definitions of terms used
   
   

PROGRAM 1: PUBLIC SERVICES

Accountable: Chief Librarians' Committee
Convenor: Secretary

VISIONARY OBJECTIVE

To have Shorelink services and resources which facilitate the member libraries in anticipating and responding to the information and leisure needs of all members of the community.

ATTAINABLE OBJECTIVES

To provide services which are sophisticated but easy and enjoyable for the public to use.

To improve users' access to information and leisure resources.

To build a relevant, quality database of which the public, Councils and staff are proud.

To expand the range of information available to Shorelink users through a co-operative approach to automation, standardisation and publication.

STATEMENT OF MEANS

Improve services by placing the user first when designing systems, programs, processes and the communications network. (Ongoing, review March)

Improve access to stock through:
reciprocal borrowing.
speedy intra-network lending.
efficient document delivery.
awareness of mutual collection development policies. (Ongoing, review July)

Provide a high-quality OPAC by means of:

quality data display
user training and guidance
high level of staff training
adhering to agreed standards
implementation of a graphical user interface
regular contribution of enhancement suggestions (Ongoing, review July)
Identify areas where cost effectiveness can be achieved through co-operation. (Ongoing, review March).
Cooperate in the selection and use of systems designed to improve access to community information, local studies and pictorial material. (Ongoing, review July)
Make optimum use of the latest technology to provide improved access to users (e.g. Internet) (Ongoing, review July)

PERFORMANCE INDICATORS

INDICATOR	DATA	ANTICIPATED
WORKLOAD
Number of members of the Network	Statistical Records	165,000
Average Number of OPAC enquiries	Statistical Records	1,250,000 p.a.
Number of items issued	Statistical Records	2,500,000 p.a.
Number of books borrowed	Statistical Records	4,000 p.a.
EFFICIENCY
Ratio of Shorlink operating costs to:
OPAC Enquiries	Shorelink records	20c per enquiry
items issued	Shorelink records	10c per item issued
EFFECTIVENESS
Percentage of users who rate Shorelink OPAC as satisfactory	Survey	90%
Percentage of member Councils who rate Shorelink services as satisfactory	Survey	100%
Percentage of Inter-Library Loans satisfied within the network	Library Records	90%

PROGRAM 2: PLANNING, POLICY & PUBLIC ACCOUNTABILITY

Accountable: Shorelink Committee
Convenor: Secretary

VISIONARY OBJECTIVE

To have Shorelink recognised as the outstanding example of a co-operative venture between local government authorities and library services.

ATTAINABLE OBJECTIVES

To ensure Shorelink has a good reputation and high profile.

To adopt long term planning and promotion of Shorelink's operation and services.

To schedule regular Shorelink Committee meetings rotating throughout the year to member Councils with well considered agendas distributed in a timely manner.

To respect each individual Council's goals and objectives.

STATEMENT OF MEANS

Observe the requirements of the Shorelink Deed of Agreement. (Ongoing, review July)

Review the Shorelink Management Plan annually. (Ongoing, table August)

Produce and distribute an Annual Report. (Ongoing, table August)

Promote Shorelink's achievements at appropriate professional and political forums. (Ongoing, review March)

Adhere to accepted Local Government financial standards. (Ongoing, review May)

Provide timely reports and services to the Shorelink Committee. (Ongoing, review quarterly)

Keep each Council informed of Shorelink's activities and directions. (Ongoing, review March).

PERFORMANCE INDICATORS

INDICATOR	DATA	ANTICIPATED
WORKLOAD
Number of Shorelink Committee meetings	Minutes	5 p.a.
Number of formal SHOREPLAN reviews	SHOREPLAN	1 p.a.
EFFICIENCY
Public availability of the Management Plan and Annual Report	Library Records	In line with statutory requirements of the Local Governement Act
EFFECTIVENESS
Percentage of Committee members who rate Shorelink meetings as worthwhile	Survey	90%
Awareness of Shorelink by Councillors generally	Informal Survey	100%
Awareness of Shorelink by Library members	Survey	90%

PROGRAM 3: MANAGEMENT & ADMINISTRATION

Accountable: Chief Librarians' Committee
Convenor: Agent Council Librarian

VISIONARY OBJECTIVE

To have all Shorelink's resources and assets managed to their full potential.

ATTAINABLE OBJECTIVES

To ensure cost effective and efficient management of the Shorelink Library Network.

To effectively account for and manage Shorelink's assets.

To staff the Network with appropriately skilled, experienced and qualified personnel.

STATEMENT OF MEANS

Timely and relevant control and reporting of Shorelink's financial position including preparation of annual budget. (Ongoing, review quarterly)

Keep insurance policies relevant and up-to-date. (Ongoing, review March)

Take a cooperative approach to procedures and consumables in the interests of cost effectiveness. (Ongoing, review April)

Identify and develop a register of all Shorelink assets. (Ongoing, review July)

Maintain appropriate risk management procedures for Shorelink's assets. (Ongoing, review February and August)

Develop an assets replacement schedule and incorporate this in annual budget. (Ongoing, review July)

Maintain an appropriate organisational structure. (Ongoing, review September)

Recruit, develop and motivate key personnel. (Ongoing, review September)

PERFORMANCE INDICATORS

INDICATOR	DATA	ANTICIPATED
WORKLOAD
Maintain list of Shorelink assets	Shorelink Records	Annually
Financial reports and control	Shorelink Records	5 p.a. plus annual budget
Performance appraisal of Shorelink Staff	Shorelink Records	Annually
EFFICIENCY
Annual cost for insurance	Budget	Static
EFFECTIVENESS
On time and within budget	Financial and other records	+ or -3% of total estimate
Number of insurance claims	Shorelink records	Nil
Satisfactory outcome of performance appraisal	Shorelink Records	Satsifactory or above

PROGRAM 4: PROFESSIONAL/MANAGERIAL NETWORK

Accountable: Chief Librarians' Committee
Convenor: Secretary

VISIONARY OBJECTIVE

To have a strong team spirit at all levels of the Shorelink network, supported by professional ethics together with commitment to co-operative approaches to public library services.

ATTAINABLE OBJECTIVES

To develop regular contact between key professional and operational staff.

To exchange information and skills at all levels of member libraries in order to build on each others' strengths and achievements.

To fully appreciate member libraries' resources in stock, services and skills.

To consider where member libraries might co-operate outside the computer network especially where quality and cost efficiency would be improved and where benefits can be identified for each Council.

STATEMENT OF MEANS

Meet regularly at various sites and at all levels of professional and technical specialisation. (Ongoing, review November)

Publish guides to member libraries' resources and services e.g. union lists. (Ongoing, review March)

Exchange relevant plans, reports and statistical data. (Ongoing, review April and October)

Co-operate in staff development programs. (Ongoing, review September)

Share information concerning the identification, benefits and use of cost effective technology. (Ongoing, review May)

Ensure that all staff are aware of and abide by the Shorelink Code of Conduct. (Ongoing, review September)

PERFORMANCE INDICATORS

INDICATOR	DATA	ANTICIPATED
WORKLOAD
Number of meetings held: Chief Librarians, Cataloguers,Contacts, Refernce, Aquisitions, Serials, INFO Plus and Local Studies Librarians	Shorelink Records	As required
Number of staff development/training programs	Shorelink Records	As required
EFFICIENCY
Percentage of key staff* who rate outcomes of meetings and staff development programs as worthwhile	Survey	90%
EFFECTIVENESS
Improvements attributable to professioal/managerial contacts	Shorelink records	Achievements fully reported

*Key staff include: Chief Librarians, Technical Services Librarians, Information Services, Community Information, Inter-Library Loans, Local Studies and Children's Librarians, Shorelink Contacts et. al.



PROGRAM 5: HARDWARE, SOFTWARE & COMMUNICATIONS

Accountable: Shorelink Staff
Convenor: Agent Council Librarian

VISIONARY OBJECTIVES

To have user friendly systems which the public can access readily.

To have a highly efficient, trouble free, fully available automated Library system, which is abreast of current technology.

To have all Shorelink assets totally secure.

To have response times which are considered excellent.

To have ready access to competent knowledgeable people who are able to anticipate, advise on and resolve any Shorelink system related matter.

ATTAINABLE OBJECTIVES

To work according to strategic operating practices which incorporate the following key elements: operate, analyse, fix, inform, train, record, in order to manage an automated library system which provides 99% up time.

To improve systems by always bearing the user in mind when implementing systems, programs and processes.

To manage the Shorelink Network so that systems are secure and the data, programs, communications network and premises are fully protected.

To monitor the system especially in regard to response times.

To provide timely, professional and friendly service and advice to member libraries by the Shorelink staff.

To efficiently and effectively administer the Shorelink Office.

To ensure the relationships and responsibilities between Shorelink and its suppliers are fully specified, understood and accepted by all parties.

STATEMENT OF MEANS

Ensure that Stowe monitors the live system using the IBM Performance Monitor on demand. (Ongoing, review annually)

Ensure that Stowe Computing and IBM, in conjunction with the Shorelink office, tunes the system in order to ensure that contracted response times are met. (Ongoing, review annually)

Ensure that relevant staff are adequately trained to back-up Shorelink staff. (Ongoing, review quarterly)

Ensure that Shorelink contacts from the five libraries are adequately trained as first level support. (Ongoing, review quarterly)

Plan for implementation of the redeveloped BOOK Plus and INFO Plus products, including the wide area network in the Shorelink office and local area networks in each of the libraries. (Ongoing, review March).

Ensure that Shorelink staff are fully trained on AS400, BOOK Plus and INFO Plus software, communications equipment and wide area network hardware and software. (Ongoing, review quarterly)

Identify and diagrammatically represent all components of the system, wide area network and communication equipment at the five Shorelink sites. (Ongoing, review January and July)

Streamline processes and procedures to utilise the wide area network to its maximum potential. (Ongoing, review February and August)

Develop and adopt a strategic work plan showing procedures with review and due dates to be followed for all computer, software and office routines. (Ongoing, review August)

Visit member libraries regularly, and observe and work alongside users and staff with the application software, hardware and communications equipment. (Ongoing, review quarterly)

Regularly survey staff and users to gauge level of satisfaction with the hardware and software. (Ongoing, review May and November)

Back-up all application software programs and data libraries, transactions and security profiles daily ensuring that two generations are held on site (current week and previous week). Thursday and Sunday tapes from the current and previous weeks are stored off-site. (Ongoing, review January and July)

Perform full system backup of all application and operating system libraries before and after installation of operating system and application software releases and keep system backups off-site. (Ongoing, review January and July)

Develop a disaster recovery plan. (Ongoing, review annually)

Shorelink staff to meet regularly with Stowe, IBM and other suppliers. Library Managers and Shorelink Committee to meet main suppliers as required. (Ongoing, review quarterly)

PERFORMANCE INDICATORS

INDICATOR	DATA	ANTICIPATED
WORKLOAD
Security of backup data	Shorelink Records	Full security of backup data
Number of software releases	Shorelink Records	3 p.a.
Number of Product Action Requests submitted	Shorelink Records	200 p.a. (to Stowe) 1,600 p.a. (on-site)
EFFICIENCY
Automated data backup. Job is scheduled as End of Day ruotine	Shorelink records	No data loss
EFFECTIVENESS
Average hours up-time per month	Shorelink records	99%
Average response times per transaction type	Shorelink records	Varies e.g. 2 secs/enquiry 2 secs/issues 8 secs/keyword
Percentage of key staff who rate Shorelink systems and services as satisfactory	Survey	90%

PROGRAM 6: EXTERNAL RELATIONSHIPS & RESPONSIBILITIES

Accountable: Chief Librarians' Committee
Convenor: Secretary

VISIONARY OBJECTIVE

To be well positioned to take advantage of technology, resources and initiatives beyond the Shorelink Library Network.

ATTAINABLE OBJECTIVES

To develop beneficial relationships with other libraries and networks in order to be able to take advantage of external developments which provide cost-effective benefit to the Shorelink Library Network.

To actively promote the values and philosophies of the Shorelink Library Network to other networks and information services.

To exploit communications technology through realising the potential of Shorelink's communications network and through providing appropriate gateways to external sources of information.

STATEMENT OF MEANS

Liaise with and where appropriate network with other libraries, including Metropolitan Public Libraries Association (MPLA) and MPLA North Region. (Ongoing, review November)

Maintain relationships with libraries using the same systems and regularly attend User Group meetings. (Ongoing, review March)

Actively seek out other library networks and co-operatives and investigate their philosophies and practices. (Ongoing, review March)

Keep abreast of latest advances in library information services technology. (Ongoing, review August)

Ensure that the Shorelink system is compatible with open systems protocols. (Ongoing, review July)

Attend appropriate conferences and raise awareness through such means as presenting papers on Shorelink's benefits, issues and directions. (Ongoing, review November)

PERFORMANCE INDICATORS

INDICATOR	DATA	ANTICIPATED
WORKLOAD
Member of Metropolitan Public Libraries Association, ABN/World 1, User Groups	Shorelink Records	Memberships maintained
EFFICIENCY
Requests for information from Shorelink	Shorelink records	Regular requests
EFFECTIVENESS
Feedback on Shorelink activities	Shorelink records	Positive feedback
Ability of the Shorelink system to access external systems/databases e.g. ABN/World 1 Ilanet Internet	Shorelink records	Connection

DEFINITION OF TERMS

MISSION:	Designed to communicate the reason for the organisation's existence, to motivate employees and to give them a sense of purpose, to point to the future and set the organisational culture or climate.
PROGRAM:	A major operational area of Shorelink which consists of a grouping of related functions. This grouping is structured on the basis of Shorelink objectives.
OBJECTIVES:	Express the expected result not the process for achieving the result, ie. state of affairs to be achieved. Visionary: 10 years and beyond Attainable: 3 years
STATEMENT OF MEANS:	The actions to be taken to achieve the objectives.
ACCOUNTABLE:	Person or Committee accountable for achieving the Statement of Means within the program and the administration of any resources allocated to that program.
PERFORMANCE MEASURE:	The systematic process of determining how successful Shorelink is in delivering the services it provides.
PERFORMANCE INDICATORS:	Measures of: Workload Efficiency Effectiveness (including quality)
Workload:	Number of jobs to be done Actual or potential demand for a service, or the amount of service actually delivered.
Efficiency:	Doing the job right Refers to the ratio of the quantity of the service provided to the cost in dollars or labour required to provide the service. Four types:- output:input ratio measures, using workload data as a unit of output; output:input ratio measures, using effectiveness data as the unit of output; equipment and personnel utilisation rates; measures of relative change.
Effectiveness:	Doing the right job Refers to the degree to which the services are responsive to the needs and desires of the community.