In Northern British Columbia, A Library Finds Consultants-In an Accounting Class

Prince George PL studies include business systems and "hours of patron enjoyment," a potential new measure of ROI

Norman Oder -- Library Journal, 08/11/2009

• Creativity in a place where consultants are costly
• Learning experience for students, staff
• Can there be a new measure of ROI?

Prince George, the largest city in northern British Columbia, is isolated, a nine-hour drive from Vancouver and an eight-hour drive from Edmonton, AB. So the Prince George Public Library has in the last several years pioneered a home-grown experiment, partnering with accounting students at the local College of New Caledonia (CNC) on studies (list) aimed at quantifying the value of the library, the possibility of fee-based services, and more. 

“It’s very hard for us to attract consultants,” Chief Librarian Allan Wilson told LJ, citing the travel costs involved in bringing experts into town. The two-branch library serves about 108,000 people on a budget of $4 million CAD ($3.63 million USD). The projects serve as community service for the students, who, because of the field they’re in, “have a high degree of trust” with stakeholders like the City Council, Wilson said.

Wilson noted that, because there’s no LIS school in northern British Columbia, the library has worked with LIS students from around the country on technology and HR issues. The accounting students at CNC have filled in important gaps.

(Map with Prince George highlighted is from City of Prince George web site.)

Studies lead to improvements
One study evaluated computer systems used for accounting, fundraising, and materials acquisition/circulation, and identified major deficiencies. Based on the report, the library replaced both its accounting software and ILS, spending $325,000 CAD on the latter. Another involved improvements in the library’s purchasing and accounts payable systems.

Another study surveyed fundraising practices; the leader of the study later gained part–time employment at the library. And another, responding to new financial reporting requirements for local governments, helped the library assess three methodologies the library could use.

Collaboration at the top
The projects derive from a collaboration between Wilson and Business & Information Technology instructor John Shepherd of the College of New Caledonia (CNC); Shepherd previously served on the board of the library in Prince Rupert, which Wilson previously headed. In a presentation last year at The Community-University Exposition 2008 held in Victoria, BC, Shepherd described five projects, all deriving from brainstorming sessions between him and Wilson.

Besides the benefits to library management, Shepherd reported that students gained insight into the complex nature of running and library and library employees gained an opportunity to see the bigger picture regarding their workplace.

Studies of users, fee-based services
Wilson said one valuable study explored the population that never uses the library. “About one-third of the population doesn’t read, and one-third of that third have never picked up a book—and another third we could attract.” That led the library to simplify its signage to become more welcoming.

The study about the provision of fee-based services came out of comments from the business community. However, Wilson said, the study led to the conclusion that many libraries do non-exclusive “half-baked research services.” Moreover, a fee-based service would have to be a separate business unit, he said, “then you’d cost out true costs of equipment and space.”

Hours of patron enjoyment
Most interestingly, a study called “Terms of Enjoyment” explored “a new, more comprehensive measure of library performance,” involving not simply circulation but "hours of patron enjoyment" experienced by library users. During the study period in November 2008, local residents derived 207,400 hours of enjoyment—of $1.37 CAD per hour.

The study, of course, was experimental, with certain assumptions about the time spent on books (3.3 hours) and videos (2 hours), with an acknowledgment that there is no generally accepted optimal reading speed.

But other agencies, such as parks and recreation, measure use by hours, Wilson noted, and the study helped the library maintain its regular budget, with an increase, despite the recession. The local newspaper plans to participate in the next iteration of the study.

Going forward
Students and researchers at two Canadian universities are exploring the concept. Also, after Wilson delivered a paper on the concept at the provincial library association meeting, the West Vancouver Public Library has recreated the study, estimating that its users gain value at $1 CAD per hour.

Meanwhile, Shepherd has since left for a job in the Vancouver area. Wilson praised his partner’s contribution, saying he hoped to continue the collaboration with CNC.