Libraries
without Borders:
Library Strategy
2012-2016
Living &
Le rning
Libr ries
GREATER DANDENONG
MAYOR’S FOREWORD
The City of Greater Dandenong is committed to delivering
excellence in library services, now and into the future.
Our library service today, located online, with branch
libraries in Dandenong and Springvale and via outreach
services, plays a central role in supporting a healthy,
engaged, informed and connected community.
We know that libraries make a vital contribution to the
social, cultural, economic and educational development of
our community.
In the City of Greater Dandenong, libraries are more than
just places to access books and other resources. They
provide a safe, accessible and welcoming space in which
residents and visitors can feel at home and access a wide
range of programs, services and community supports
they need to live a fulfilling life in the city.
The City of Greater Dandenong currently has one
of the highest library membership rates in Victoria,
reflecting the importance and value of this service to our
community. Our library service in the future will continue
to grow, develop and meet the ever-changing and
increasing needs and interests of our community.
The exciting development of a new, state of the art library
facility in the revitalised Central Dandenong precinct
reflects Council’s continued commitment to invest in
the delivery of best practice library services. The exciting
and “city-changing” project will present significant new
opportunities to expand and upgrade the community’s
library facilities and deliver enhanced library services
across the entire municipality from a modern, purposedesigned base.
The Library Strategy 2012 – 2016 presents an opportunity
to re-think and redefine the role, shape and function of
our library service into the future.
I look forward to an exciting five years ahead and
continuing to strive for the delivery of excellence in library
services.
Cr Youhorn Chea
Mayor
Adopted 27 August 2012
The
heart
of
Greater
Dandenong
This strategy is divided into three parts:
Literacy Framework
This framework has informed the development of the
strategy and is important reading to understand the
aims of the strategy.
Strategy and Action Plan
LITERACY FRAMEWORK
The Strategy and Action Plan provides the direction
for the future of library services in the City of Greater
Dandenong.
Background Information
The background information gives the context of how
the strategy has evolved.
CONTENTS
WHY IMPROVING LITERACY IS IMPORTANT
1
PRIORITIES FOR IMPROVED LITERACY OUTCOMES2
SUPPORTING LITERACY3
PRINCIPLES FOR FUTURE LITERACY SUPPORT
STRATEGY AND ACTIOn PLAN
LITERACY
FRAMEWORK
4
STRATEGIC ACTIONS4
BACKGROUNDINFORMATION
WHY IMPROVING LITERACY
IS IMPORTANT
Improving literacy outcomes enables people to better
engage effectively in society, develop social networks,
access services, participate in education and training and
gain meaningful employment.
Literacy can be defined as the ability to speak and listen,
think critically, read and write. This involves the ability to
read and interpret information, write appropriately within
a wide range of contexts and for many different purposes
as well as communicate with a variety of audiences.
to completion, participate in further study, training and
work.
High literacy levels are directly linked with capacity to
function and participate within the community, access
education and training and gain employment. Low literacy
is often linked with high levels of unemployment and
other social challenges.
Today the ever-broadening understanding of literacy can
include:1
Effective literacy skills are a key requirement to enable
someone to successfully participate in schooling through
Foundation skills Language, literacy, numeracy and employability skills in the information age.
Early literacy Cognitive development of the brain and its responsiveness to the caretaking environment, language development, reading, writing, listening, oral skills and relationship building with family and society.
Family literacy Encompasses the daily literacy practices of parents/ carers, children, traditional and non-traditional families while negotiating relationships, both within the family and the broader community.
Adult literacy The ability to identify, understand, interpret, create, communicate, compute and use printed and written materials associated with varying contexts. The continuum of learning - enabling individuals to achieve their goals and participate fully in the community and wider society.
Digital literacy The ability to confidently and critically use digital information sources, communications tools and networks for learning, communication, collaboration and creation.
Information literacy Enables people to recognize when information is needed and have the ability to locate, evaluate and use effectively.
Trans-literacy The ability to read, write and interact across a range of platforms, tools and media from print, TV, radio and film, to digital social networks.
Literacy in Greater Dandenong
According to the AEDI (Australian Early Development
Index) checklist completed by Victorian teachers in
2009 of 5 year olds, the state average of students who
rated vulnerable on one or more domains was 20.2%,
for Greater Dandenong the figure was 33.6%. There
were 10% of Victorian 5 year olds vulnerable on two or
more domains compared with 16.5% residing in Greater
Dandenong. In Dandenong and Noble Park this percentage
is as high as 21-22% vulnerable on two or more domains.
Findings from the 2006 Adult Literacy and Life Skills
Survey2, conducted by the Australian Bureau of Statistics
(ABS), revealed that The City of Greater Dandenong has
the highest proportion of 15- 74 year olds with low literacy
(Level One) compared to all Victorian municipalities at
26.2%.
When considered in the context of other socioeconomic
and demographic information about the City of Greater
Dandenong population, improving literacy outcomes is of
critical importance to enable people to engage effectively
in society, develop social networks, access services and
supports, participate in education and training and gain
meaningful employment.
State Libraries of Queensland: Libraries for Literacy - every day, every way: 2011-2014.
Australian Bureau of Statistics: Adult Literacy and Life Skills Survey 2006.
1
2
1
Libraries without Borders:
PRIORITIES FOR IMPROVED
LITERACY OUTCOMES
• Early years literacy / family literacy
Supporting and empowering parents and families to
be engaged in their children’s education and begin
reading to children at home from birth. Through this
process there is an important opportunity to engage
parents in literacy development, good parenting
practices and link them into other support services.
• Youth literacy
Supporting school aged children to develop literacy
skills that will enable them to remain engaged at
school through to completion and access further
education, training and employment.
• Computer literacy
Supporting adults to acquire basic computer literacy
to access:
1. public information and services; and
2. employment either requiring computing skills
or requiring the use of a computer to prepare a
resume.
STRATEGY AND ACTIOn PLAN
Based on an assessment of literacy needs in the
community, the following have been identified as key
priorities for improving literacy outcomes in the City of
Greater Dandenong.
• Basic English for newly arrived migrants and
refugees
Supporting newly arrived residents to acquire basic
English language skills required to communicate
with services, carry out basic daily functions such
as shopping, travel and access information about
support services. This involves providing a safe,
accessible and welcoming first port of call at libraries
for newly arrived migrants.
• Conversational literacy
Supporting residents to develop their reading and
writing skills in English into confident conversation
competencies.
• Life skills for employment
Supporting residents to acquire adequate basic life
skills and understanding of Australian society to
access employment. This includes providing support
to residents to understand the process, mechanisms
and requirements to access a job in Australia.
• Information about further language and literacy
development options
Supporting residents to understand the range of
language and literacy development options available
to them, both provided by Council and other service
providers in the City of Greater Dandenong.
Library Strategy 2012 -2016
2
BACKGROUNDINFORMATION
• English for employment
Supporting local residents to acquire adequate
English language skills to access employment.
SUPPORTING LITERACY
It has been identified that Council is well positioned
to pursue the following broad roles and functions in
supporting improved literacy outcomes in the community.
Council’s role and functioN
3
Information provider Provide residents with information about the range of language and literacy services available across the community – whether provided by Council, Registered Training Organisations (RTOs), Neighbourhood Houses or other providers.
Service provider
Provide community activities, services and programs that support language, literacy and skill development as well as facilitate increased participation in the community.
Advocacy
Proactively identify service gaps and advocate to Government or other service providers to fill the gap and respond to community need. A priority focus in identifying literacy support gaps for those most vulnerable in the community.
Promotion
Promote the importance and value of reading at all ages and in both English and other primary languages.
Libraries without Borders:
PRINCIPLES FOR FUTURE
LITERACY SUPPORT
The following principles have been developed to guide
and inform how, when and where Council will play a role
in providing literacy support services. Council’s role will
be defined by its reputation within the community of
providing high quality, independent and trustworthy
services that are affordable and good value.
1.Council will provide literacy support services to English
speaking residents, residents for whom English is not
their first language and to residents of all ages.
2. Council will only provide literacy support services that are not provided by other service providers in a competitive environment.
3. Council will deliver flexible and responsive literacy support services to meet the changing needs and interests of its residents.
4.Council will seek to develop a strong partnership
based approach to the provision of literacy services in
collaboration and communication with other service
providers.
5.All literacy support services or activities undertaken by
Council will be:
a.Equitable and inclusive.
b.Community-centred.
c.Collaborative.
d.Sustainable.
STRATEGIC ACTIONS
Objective:
STRATEGY AND ACTIOn PLAN
Council will facilitate increased community participation
in literacy learning opportunities through direct Council
services or through community agencies and partners.
Priority actions:
Action
1. Initiate planning across stakeholders to develop a
Literacy Learning Plan. Stakeholders include:
OutcomeTimeline
Literacy Learning Plan
Year 2
- Council departments who play a key role in literacy support;
- Community agencies and partners;
- Educational institutions (i.e. schools, TAFE, University, RTO’s;
- Key state and federal government stakeholders; and
- Community stakeholders and focus groups
2. Review the English Language and Literacy Access
Revised Library literacy support program Years 1 - 2
Program (ELLA) as part of the Literacy Learning Plan to enhance Library Service support for increased access
to literacy services.
4. Seek State and Commonwealth Government funding Funding submissions and Council
support for the Literacy learning Plan.
advocacy for support
Years 2 - 3
Library Strategy 2012 -2016
4
BACKGROUNDINFORMATION
3. Develop partnership agreements with community
Partnership agreements in place
Year 3
agencies to enhance access to literacy learning programs.
5
Libraries without Borders:
Library Strategy 2012 -2016
STRATEGY AND
ACTIOn PLAN
CONTENTS
INTRODUCTION8
The changing nature of public libraries
9
Council’s vision of libraries in the future
9
Our aspirations for the library service
9
The library collection10
TARGETS10
STRATEGY AND ACTIOn PLAN
The library strategy8
The role of the libraries8
The City of Greater Dandenong library service
8
LIBRARIES OF THE FUTURE9
STRATEGY & ACTION PLAN11
GUIDING PRINCIPLES11
STRATEGIC DIRECTIONS11
Direction 1: Engaging community through an accessible and welcoming service
12
Direction 2: Service excellence to support lifelong learning
13
Direction 3: Collaboration and partnerships
14
Direction 4: Maintaining access to community stories, creativity and content
15
Direction 5: Sustainable library service
16
6
BACKGROUNDINFORMATION
Library Strategy 2012 -2016
INTRODUCTION
THE LIBRARY STRATEGY
THE CITY OF GREATER DANDENONG LIBRARY SERVICE
The Library Strategy 2012 – 2016 provides a clear
direction for the future of library services in the City
of Greater Dandenong. It aims to:
The City of Greater Dandenong library service is a highly
valued resource in the community.
• Articulate a clear vision for Council’s library service
over the coming 5 years;
• Define the role, function and value of Council’s library
service;
• Provide a basis for ongoing Council commitment and
investment in high-quality library services; and
• Outline a set of strategic actions to implement over a
4-year period to achieve the vision.
In developing the Library Strategy 2012 – 2016, Council
has also developed a Literacy Framework to guide
Council’s future role and function across the entire
organisation in facilitating improved literacy outcomes
for all ages throughout the municipality.
THE ROLE OF LIBRARIES
The service is widely used across the community for
a range of purposes including borrowing books and
multimedia items, reading newspapers, studying,
accessing public computers, socialising, accessing the
internet via free Wi-Fi, accessing magazines, participating
in children’s reading programs and accessing English
language assistance.
Library buildings themselves are highly valued community
spaces, providing a friendly, comfortable, safe and
welcoming atmosphere.
Key attributes of the City of Greater Dandenong library
service include:
• Delivered online, at Springvale and Dandenong branch
libraries and via an extensive outreach service;
• 66,000 members, representing 47% of the population
and one of the highest in Victoria;
The City of Greater Dandenong’s library service is a
central hub of learning, knowledge, socialisation and
community life.
• One million visits to the two branch libraries and virtual
library or website each year;
There is a strong body of research and evidence that
indicates that public libraries are profoundly important
cultural, economic and social institutions. Libraries
collect and disseminate information; they provide
comfortable and convenient places for people to read
and learn; their physical spaces form meeting places
for community groups; and, being free and open for
all, they help to create a fairer society. They are highly
valued by the communities they serve, and are uniquely
placed to draw a diverse range of people and groups
together.
• 1.5 million loans of print and non-print material each
year;
In addition to facilitating access to books, resources,
technology and information, libraries are places that
are increasingly looked to as spaces to foster social
inclusion, participation in the local community, lifelong
learning and literacy, as well as providing the more
traditional library services and programs.
• 180,000 print and non-print collection items;
• 100,000+ reference enquiries of library staff annually;
• 32 public access computers available in the branch
libraries;
• The service generates up to $5.09 economic activity for
each dollar invested; and
• provides a $17.52m net benefit to the community;
The City of Greater Dandenong library service operates
in a unique social and demographic environment. The
following community attributes highlight the importance
of Council providing an excellent and responsive library
service:
• More than 140 different languages spoken by City of
Greater Dandenong residents;
• 65% percent of residents speaking languages other
than English at home;
• 40% of the Greater Dandenong community speaks
English as a first language;
• Greater Dandenong has the highest proportion of people
aged 15-74 years, with low literacy (Literacy Level One) in
Victoria;
7
Libraries without Borders:
• 15% of residents have limited fluency in the use of
spoken English compared with 4% of residents of
metropolitan Melbourne;
• Greater Dandenong has the highest intake of migrant
settlement in Victoria, many of whom see public
libraries as a first port of call for assistance;
• Only 73% of households in Greater Dandenong have
Internet access - the lowest level in metropolitan
Melbourne, and much lower than the metropolitan
average of 82%; and
• Greater Dandenong has the highest level of
socioeconomic disadvantage in Victoria, reflecting high
unemployment and low incomes. Research indicates
that libraries are particularly important for those
without full time employment and on lower incomes.
LIBRARIES OF THE FUTURE
THE CHANGING NATURE OF PUBLIC LIBRARIES
The shape, nature and role of public libraries and the
services they provide are rapidly changing, presenting
significant opportunities and challenges for library
providers and users.
Substantial social, economic and technological change is
shaping the way we live, work and play. Life long learning
and access to knowledge is essential for living. The
Internet is becoming the centre of a new digital lifestyle
that changes our culture and touches every aspect of
our lives. It is the platform for interaction, information,
education, entertainment and communication.
With access and connectivity at any time and any place,
the Internet creates new opportunities for collaboration
and creation of global virtual communities. Facilitating
community-wide access to computers and high speed
Internet is becoming a major priority to enable citizens to
engage with the world and access information, literature,
education and other online resources as they require.
Bridging the digital divide in the community is more
important now than ever before.
Libraries across Victoria are now increasingly working
towards a vision of a borderless library, fostering
equitable community access to resources and
information.
COUNCIL’S VISION OF LIBRARIES IN THE FUTURE
Council vision for the future of its library service is:
“City of Greater Dandenong Libraries are the heart of our
community.
The City of Greater Dandenong’s Libraries are significant,
welcoming and safe community places. They are culturally
rich, social and vibrant; providing trusted gateways to the
world and its learning opportunities via built and virtual
spaces and collections, stimulating lifelong engagement
with learning for the community’s economic, social and
cultural benefit.”
OUR ASPIRATIONS FOR THE LIBRARY SERVICE
To support this vision, Council aspires to create a library
service in the future that will:
• Be tailored to meet local community needs;
• Be designed to include important civic spaces and
places;
• Provide a whole of community and universal service;
• Be future-proofed through design and service modelling;
• Seek to develop partnerships in library service delivery
to provide the best access for community requirements;
and
• Embrace new technologies and be the primary access
points for smart technology.
Council is excited by the many opportunities the future
holds and the role the library service can play.
A borderless library
In the future, Council’s library service will represent a
borderless library. The service will be accessible in a range
of formats, locations and mechanisms, including through
two branches, outreach services and online. The notion of
‘going to the library’ will include accessing information,
service and support online. As a result, the library service
will reach many more people than it has in the past.
The new Dandenong Library will provide the
administrative base for Council’s library service and will
include the provision of specialist collections, spaces,
infrastructure and programs.
Library Strategy 2012 -2016
8
BACKGROUNDINFORMATION
The Victorian Government’s Ministerial Advisory Council
on Public Libraries (MAC) notes that with increasing
public access to new technologies and social media, the
role of the public library has changed significantly. It
acknowledges that public libraries are becoming places
that increasingly foster social inclusion, participation in
the local community, lifelong learning and literacy, as
well as providing the more traditional library services and
programs.
Victoria’s public libraries have focused over the last
decade on developing the potential of all Victorians
through lifelong learning and literacy; free access to
excellent resources and technology; trusted access
to information helping to create better-informed
communities; and building connections and encouraging
participation.
Libraries as community spaces
In the future, Council’s library service will serve as a
cultural hub and focal point for the community.
Council will provide safe, welcoming and inviting
environments across all library delivery platforms,
including buildings, online and through outreach services.
The library service will provide environments in which
communities from all walks of life come together in the
pursuit of lifelong learning and personal development.
Technology
Spaces within library branches will be functional and
multipurpose, enable access to the latest in technology,
attract a wide range of users and be effective and
efficient in the delivery of services.
In the future, Council’s library service will continue to
focus on reducing the digital divide through the provision
of computers, Internet access and other information and
communication technologies.
Library branches will be modern, environmentally
sustainable buildings and spaces that meet the needs of
our community. They will be welcoming and safe places
that:
The adoption of Radio Frequency Identification (RFID)
technology will enable the library service to keep track of
the collection, provide self check out to library users and
enable the collection to be easily shared with other library
services. The introduction of this technology will reduce
staff processing time and free up significant resources
that can be directed into the delivery of enhanced service
and support to library users.
•A
re accessible to all people of all ages and cultural
background and language;
• Engage the community in new and exciting ways;
• Are inviting, attractive, fun and vibrant;
•F
oster a strong sense of community and build social
capital;
• Incorporate modern, light, spacious and welcoming
design;
•E
ncouraging of everyone in the community to join in and
participate; and
•O
ffer much more than books and other resources for
lending.
Libraries will be known as places to share and celebrate
differences and common values.
Opportunities will be created through library design and
service delivery for interaction amongst library users
(cross age, cross culture) and between library users and
staff.
Services and programs
In the future, Council’s library service will deliver a wide
range of services and programs either free of charge or
very low cost that are flexible and responsive to emerging
community needs and interests.
An expanded outreach service will continue to enable the
library service to reach those sectors of the community
not currently well-engaged with the library.
Libraries will have a capacity to continually renew and
reshape the services delivered to meet growing and
rapidly changing community needs and expectations.
Planning and scheduling of programming through the
library will be undertaken to cater for wide range of
residents, from all ages, cultural backgrounds, literacy
levels and skills.
9
Improving community literacy outcomes will become a
core function of all library services and programs.
Libraries without Borders:
New technologies will provide library users with far
greater choice and flexibility in how they choose to
interact with the library service and be far more userdirected.
Staff
In the future, staff at Council’s library service will have
diverse skill sets and will have a greater emphasis on
front-of-house service. Staff will possess specialist
knowledge to support library users to navigate and
utilise new technologies. The workforce will comprise
appropriately qualified and experienced professional staff
to deliver the services required to meet community needs
and expectations.
The library service will maximise professional and career
development opportunities for staff, within the library
itself, across Council and outside the organisation.
Staff will work within a productive work environment
and working conditions that facilitate a high standard of
professional practice.
THE LIBRARY COLLECTION
In the future, Council’s library service will continue to
expand its collection to meet the needs and interests
of its diverse community. This will involve increasing
the collection, with the aim of achieving a target of
two items per capita. The range of digital items in the
collection will increase in line with changing community
use of technology. The collection will be managed to
ensure there are resources available for people of all ages,
backgrounds and reading abilities.
The Greater Dandenong library service is committed
to meeting the needs of its diverse community and
membership, including through the maintenance of an
appropriate collection of resources in languages other
than English.
TARGETS
The City of Greater Dandenong recognises the importance of setting targets and measuring our performance.
Council has identified the following targets for its library service to pursue over the five year term of this Strategy.
Measure Target
CurrentSource of measurement
Library membership and satisfaction
Memberships as a proportion of CGD population
52%
47%3 Library Management System
Customer satisfaction with library service
92% +
92%
Annual library satisfaction survey 4
Collections & Resources
No. of resources per capita
2
1.4
Library Management System /
Australian Bureau of Statistics
Turnover rate of collection
9%
9% 5 Library Management System
Percentage of the physical collection aged 5 years
and under.
85%
80% Library Management System
The degree to which targets for Languages other
90%
80% 6 than English (LOTE) resources are met
Library Management System /
Australian Bureau of Statistics
Number of unique hits to e-resources p.a.
Database counts, e-book download
50,000
10,000
Service reach
Number of physical Library visits p.a.10
900,000
825,000
People counter
No. of outreach sites p.a.
55
46
Library Outreach schedule 7
No. of participants in outreach service p.a.
9,000
8,350
Participant numbers
No. of unique website hits p.a.
320,000
165,000
Council’s Website
Bridging the digital divide
No. of internet devices 8 available per 10,000
population through libraries.
69
2.5
Library facilities
No. of internet devices sessions booked p.a.
200,000
90,000
Public PC booking system
No. of Wi-Fi sessions p.a.
40,000
23,000
Public PC booking system
Literacy
No. of collaborations between the library service
and other Council departments that relate to
improving literacy outcomes p.a.
5
Not measured
Library staff
Current membership is 66,000, which is 47% of a population of 140,000.
Annual survey of library users to be conducted by library service annually using a standard set of questions.
5
Industry standard for turnover rate is approximately 5%.
6
Estimate only - based on available ABS statistics
7
Includes residential and bulk-lending sites.
8
The term ‘internet device’ refers to computers, laptops, tablets and other similar device.
9
The current state-wide average is 4.3 computers per 10,000 population.
10
p.a. = per year
3
4
10
BACKGROUNDINFORMATION
Library Strategy 2012 -2016
STRATEGY & ACTION PLAN
This section of the Library Strategy 2012 – 2016 provides a
summary of key directions that Council will pursue in order
to achieve its goals for the delivery of best practice library
services to Greater Dandenong residents.
Council has identified five strategic directions to pursue
through the City of Greater Dandenong library service over
the five year period 2012 – 2016.
1. Engaging community through an accessible and welcoming service.
GUIDING PRINCIPLES
2. Service excellence to support lifelong learning.
The following six Guiding Principles will inform the future
planning and delivery of Council’s library service.
3. Collaboration and partnerships.
•T
he library service will be flexible and adaptive and tailored to meet local community needs.
•T
he library service will include facilities designed as important civic spaces and place.
•T
he library service will provide a whole of community and
universal service.
•T
he library service will be future-proofed through design
and service modeling.
•T
he City of Greater Dandenong will seek to develop partnerships in library service delivery to provide the best
access for community requirements.
•T
he library service will embrace new technologies and will
be the primary access points for smart technology.
11
STRATEGIC DIRECTIONS
Libraries without Borders:
4. M
aintaining access to community stories, creativity and
content.
5. Sustainable library service.
These reflect the key changes and directions necessary to
achieve a best practice model of library service delivery and
support life long learning across the municipality.
Direction 1: Engaging community through an accessible
and welcoming service
Objective:
Our library – both on site, off site and online – is accessible to all and an inviting, attractive, safe and fun place to be.
Our library is known as a place to share and celebrate our diversity and common values.
Priority actions:
Action
OutcomeTimeline
Accessible service
1.1 Provide multiple access options to the library service, including
online, two library braches and through the outreach model.
Opening of Dandenong Library Year 3
1.2 E
nsure all library services are accessible for people of all
backgrounds, language spoken and literacy capacity.
Marketing Strategy provides
suitable information
Years 1-4
1.3 Review current practices to identify further opportunities to
Annual Assessment
Years 1-4
better cater for the needs of older residents and people with a disability.
Welcoming and safe buildings and spaces
1.4 Provide opportunities to access and engage with the Library
Service through a web platform, social media outlets and related
technology.
Participate in Council web
Year 1
development 1.5 Create dynamic, vibrant and interesting spaces and places within
the library service to enhance visitor experiences.
Ongoing
Years 1-4
1.6 Future proof library buildings to ensure that they have the
flexibility to address the future information, learning and
reading needs into the future. Development of Dandenong
Library Future Development
of Springvale Library
Year 3
Year 4
1.7 Continue to investigate leading edge libraries, lifelong learning
and service centres to design buildings and spaces that encourage
the general community to enter, participate and feel valued.
Participate in Victorian Public Years 1-4
Library Network
Engagement & participation
1.8 P
romote the library service widely to the entire Greater Dandenong
population in multiple languages and through various channels.
Marketing Plan developed
Year 1
1.9 Provide inclusive and relevant outreach programs that actively
Outreach Program Plan
engage the community in library services beyond the library buildings.
Year 2
1.10 Promote the library service as spaces that encourages
community social interaction.
Marketing Plan
Program Plan
Year 1
Year 2
1.11 Proactively identify opportunities to connect library users into
other services, programs and activities delivered by Council.
Internal ongoing network
development
Years 1-4
Program Plan
Outreach Plan
Year 2
Year 2 1.13 Provide library programs that celebrate and strengthen the
overall identity of the City.
Strengthened community
identity
Years 1-4
1.14 Participate in and celebrate cultural, religious and other
festivals and events.
Partnership with Community
Engagement
Years 1-4
Engaging the hard to reach
1.12 Develop strategies to engage ‘hard to reach’ sectors of the
community through activities and programs and the outreach
service.
Library Strategy 2012 -2016
12
BACKGROUNDINFORMATION
Support the cultural identity of the community
Direction 2: Service excellence to support lifelong learning
Objective:
To guide users to library collections and programs that are relevant to their recreational, educational and lifelong reading
and information needs.
Priority actions:
Action
OutcomeTimeline
Improve service efficiency and value
2.1 Improve the efficiency, useability and value of the library service
RFID implementation
Years 1-4
through the introduction of radio frequency identification (RFID), automaticsorting systems and other technologies.
2.2 Transition from a transactional service model to one of increased
user engagement and assistance.
Change Management Plan
implemented
2.3 Develop and implement a training and development plan for library
staff to support them in developing skills for future library services.
Staff Training Plan implemented Year 1
Years 1-3
Bridging the digital divide
2.4 P
rovide increased access to computer facilities and other
technology devices.
Technology Plan developed
Year 2
2.5 Develop library facilities so that they have adequate spaces and
infrastructure to facilitate wireless internet access.
Technology Plan implemented
Years 2-4
2.6 P
rovide inclusive options for people on public access computer
facilities.
Technology Plan implemented
Years 2-4
Review Acquisition Plan
Year 1
Provide a library collection that meets community needs
2.7 R
eview procurement and resource management practices to
improve efficiencies and community satisfaction.
2.8 Ensure the relevance and maintenance of the physical library
Annual audit
Years 1-4
collection through maintaining the average age of the collection a 5-7 years old.
2.9 Implement new collections and resources, both physical and online. Utilise feedback from patrons Years 1-4
Library staff to maintain currency of knowledge
2.10 Introduce and maintain resources in languages other than English.
Revised acquisition policy
Year 2
Delivery of programs through the library service and outreach
2.11 Explore opportunities to extend the library outreach model.
Outreach Development Plan
implemented
Year 2
Literacy
2.12 Support the implementation of Council’s Literacy Framework.
Collaborate with appropriate
stakeholders
Years 1-4 2.13 Promote the importance of improving literacy outcomes.
Collaborate with appropriate
stakeholders
Years 1-4 2.14 P
rovide information to library users about language, literacy and
support services available in the City of Greater Dandenong and beyond.
Collaborate with appropriate
Years 1-4
stakeholders
2.15 Promote family literacy through the Communities for Children Partnership Partnership Agreement
implementation
Year 1-3 2.16 Create a reading culture by promoting the importance and
Collaborate with appropriate
Years 1-4
enjoyment of reading.
stakeholders Marketing Plan implementation
13
Libraries without Borders:
OutcomeTimeline
Education, training, employment and everyday assistance
2.17 Work with Council’s Economic Development Unit to provide an
agreed service framework to support local business people and small businessenterprises.
Business Engagement
Year 3
implementation
2.18 Support residents to navigate pathways to education, training,
Consolidate and integrate
Years 1-2
employment and the job placement sector.
literacy functions within the library
2.19 Explore opportunities for staff and volunteers at the City of Greater Consolidate and integrate
Years 1-4
Dandenong Libraries to provide assistance to residents in everyday literacy functions within the
activities linked to language, literacy and learning.
library Staff Training Plan implemented
Direction 3: Collaboration and partnerships
Objective:
Work proactively and collaboratively with government agencies, community groups, business and other parts of Council
to build the confidence and capacity of our community.
Priority actions:
Action
OutcomeTimeline
Working with other Council departments
3.1 Work closely with Council departments and public libraries to
provide more integrated services to library users.
Improved integration of services
for library users.
Years 1-4
Working with other organisations in the community 3.2 Develop and foster strong networks and partnerships with
Partnership Plan developed
Year 1
other service providers and support agencies throughout the City of Greater Dandenong.
3.3 I nvestigate linkages – both physical, virtual and offsite Literacy Framework implementation
Years 1-4
– with educationand lifelong learning institutions and agencies. Undertake mapping of key stakeholders Year 2
Working with other library services
3.4 Expand access to Victorian statewide public library collections
through partnerships and collaborative arrangements.
Active involvement in Victorian Public
Library Network and Swift Consortium
Years 1-4
3.5 C
ontribute proactively to the further development of
collaborative projects and initiatives within the sector
purchasing arrangements.
Active involvement in Victorian Public Years 1-4
Library Network and Swift Consortium Library Strategy 2012 -2016
14
BACKGROUNDINFORMATION
Action
Direction 4: Maintaining access to community stories, creativity
and content
Objective:
Ensure the significant and diverse cultural heritage of Greater Dandenong is maintained and made accessible.
Priority actions:
Action
OutcomeTimeline
Local and Cultural Heritage 4.1 Maintain information and resources relating to the history
and memory of Greater Dandenong and inclusive of the local
Indigenous community.
15
Collaborate with appropriate
Years 1-4
stakeholders 4.2 Work with other relevant Council departments to develop and Collaborate with appropriate
implement a digitisation plan of local history collections. stakeholders
Years 1-4
4.3 Participate in programs with relevant departments and key
community groups that celebrate the history and identity of
the people that live within Greater Dandenong.
Collaborate with appropriate
stakeholders
Years 1-4
4.4 P
rovide resources, technology and programs where people
can discover and record their own histories and stories.
Implementation of
Technology Plan
Years 3-4
Creative spaces and Content creation 4.5 Provide technology, equipment and infrastructure through
Library facilities to facilitate the creation of content by the
community.
Implementation of the
Year 3
Technology Plan 4.6 D
evelop programs and initiatives that provide the community Implementation of directions
with opportunities to enhance skills in content production
identified in the Program Plan
using a range of formats.
Year 3
4.7 W
ork collaboratively with relevant community departments Implementation of directions
and community agencies to support, show-case and celebrate identified in the Program Plan
local creative works ( art, video, sound, writings, etc.).
Collaborate with appropriate
stakeholders
Year 2
Libraries without Borders:
Years 1-4
Direction 5: Sustainable library service
Objective:
We strive and are supported to achieve, sustain and exceed high standards of professional practice – customer service,
library management and accountability.
Priority actions:
Action
OutcomeTimeline
Employer of choice
5.1 Create and sustain safe and positive customer-focused
workplace culture.
Conduct regular OH&S audits
Communication with staff through
regular staff meetings
Years 1-4
5.2 Foster and encourage collaboration and co-operative team environment.
Provide team building opportunities
Years 1-4
5.3 Provide professional learning and career development opportunities.
Staff training plan implemented
Years 1-4
Identify career development
opportunities through the PREP process
Staff training and capacity
5.4 Develop and implement a staff training and development plan.
Professional Development Plan
Year 1
Library service evaluation
5.5 Regularly seek library user feedback on the quality of library services.
Annual customer service survey
Development of ongoing feedback
opportunities for library users
Years 1-4
Year 1
16
BACKGROUNDINFORMATION
Library Strategy 2012 -2016
17
Libraries without Borders:
Library Strategy 2012 -2016
BACKGROUND
INFORMATION
CONTENTS
INTRODUCTION 19
Strategy
context19
The City of Greater Dandenong19
Council policy & plans20
Research and policy direction22
Particular importance of library services in Greater Dandenong
22
LIBRARIES TODAY23
Benefits of excellent library service23
Greater Dandenong library service today
26
Current users of council’s library service
27
18
BACKGROUNDINFORMATION
Library Strategy 2012 -2016
INTRODUCTION
STRATEGY CONTEXT
The City of Greater Dandenong is committed to delivering
excellence in library services, now and into the future.
The Library Strategy 2012 – 2016 has been developed
within the context of the current demographic and policy
landscape in which the library service operates. Together,
the following factors inform the future shape and nature
of Council’s library service and how it responds to emerging trends and priorities for libraries in the future.
Our library service today, located online, with branch
libraries in Dandenong and Springvale and via outreach
services, plays a central role in supporting a healthy,
engaged, informed and connected community. It provides
a strong foundation for community wellbeing in Greater
Dandenong.
We know that libraries make a vital contribution to the
social, cultural, economic and educational development of
our community.
The Library Strategy 2012 – 2016 provides a clear direction for the future of library services in the City of
Greater Dandenong. It aims to:
• Articulate a clear vision for Council’s library service over
the coming 10 years;
• Define the role, function and development of Council’s
library services, facilities and staff into the future;
• Identify a best-practice municipal library service model;
• Quantify the importance and benefits of libraries for
communities;
• Establish a foundation for an ongoing Council commitment to delivering high-quality library services
into the future; and
• Outline a set of strategic actions to implement over a
4-year period to achieve the vision.
In developing the Library Strategy 2012 – 2016, Council has
also developed a Literacy Framework to guide Council’s
future role and function across the entire organisation
in facilitating improved literacy outcomes for all ages
throughout the municipality.
THE CITY OF GREATER DANDENONG
The City of Greater Dandenong is a dynamic and diverse
city, recognised as the capital of the south eastern suburbs of Melbourne. It is a vibrant, progressive and
exciting municipality to live, visit and work.
The city encompasses an area of 129 square kilometers
and is located approximately 24 kilometers from the Melbourne central business district.
The City of Greater Dandenong has a population of
138,000 residents and is the most culturally diverse
locality in Victoria, with residents from 156 different
birthplaces. More than half (56%) of its population were
born overseas and 51% of residents from nations where
English is not the main spoken language. Approximately
3 in every 5 residents (65%) speak languages other than
English – the largest proportion in Victoria. The city
continues to increase its diversity, being one of the primary destinations for refugee settlement in
Victoria, welcoming new arrivals from all over the world.
Residents throughout the city value and appreciate the
diversity of the community and feel it is a positive aspect
of Greater Dandenong. They expect that diversity in all its
forms will be even more of a strength in the future.
The City of Greater Dandenong is recognised as Victoria’s
manufacturing heartland. The city is home to 9,000 businesses including modern shopping centres, fresh produce and seafood markets, specialty supermarkets
and cultural precincts and factory outlets.
The city has over 70,000 people employed locally, more
than 400 local community groups and service clubs and
200 active sports clubs. There is an active and committed
volunteer community.
The City of Greater Dandenong is widely recognised for its
offering of a diverse range of arts, cultural and sporting
events and facilities and its vibrant calendar of festivals
and events.
.
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Libraries without Borders:
COUNCIL POLICY & PLANS
A Healthy Community and Environment
The Library Strategy 2012 – 2016 has been developed in
the context of a range of Council plans and strategies,
including:
To create a healthy and connected community, and a
clean, safe and friendly environments, where people take
responsibility for each other and how their lifestyles affect the rest of the world.
• Council Plan;
• Community Wellbeing Plan;
• Municipal Early Years Plan;
• Economic Development Strategy; and
• Youth Strategy.
A City of Respect
We work to create a community where people feel secure,
supported, values and cared for; where they can take part
in community and civic life; and where people enjoy each
other’s differences.
Council Plan 2009-2013
A Leading Council
The Council Plan is the principal guiding document that
outlines the financial plans, the annual budget, service
delivery priorities and plans for the continuous improvement of Council services, during the period 2009
to 2013. It also provides some information about the
Greater Dandenong community.
We are a caring Council that is responsive to the community, which encourages democratic participation,
involves people in decision that affect them, Strives for
excellence in financial management and council services,
and is always looking for better ways to do things.
Vision
The Community Wellbeing Plan is designed to improve
and enhance the wellbeing and health of the whole population of the City of Greater Dandenong.
Greater Dandenong is a City of Opportunity with quality
buildings, places and facilities, and where people of all
ages, cultures and backgrounds, can reach their potential
to live secure, happy and fulfilling lives for generations to
come.
Goals and Strategic Objectives
A City Planned for the Future
To create an attractive city, with quality buildings and
spaces, accessible travel and transport, and a community
that has the services and facilities it needs for now and
the future.
A Thriving and Creative City
To create a place where people of all ages and backgrounds can reach their potential, gain the skills and
education they need for success in life, and be part of a
prosperous economy where trade, manufacturing and
business activity flourishes.
Community Wellbeing Plan 2010 - 2013
One of the key priorities identified in the plan is Education, Lifelong Learning and Participation, where the
goal is “People of Greater Dandenong have opportunities
and pathways to gain education, training and adopt lifelong learning as a way of life, so that they can reach
their potential and achieve their aspirations.”
The Community Wellbeing Plan contains a range of
directions relevant to the shaping of library services over
coming years. These include
• Develop and implement a Lifelong Learning Strategy,
which takes account of cultural diversity, language and
literacy issues, and needs across all life stages;
• Review the current provision of language and literacy
services including an assessment of the current service
system, implication of the Skills Reform Agenda and the
development of a service model; and
• Investigate opportunities for the enhanced operation of
existing and future library facilities to provide a higher
standard of accessibility and flexibility.
Library Strategy 2012 -2016
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Libraries without Borders:
RESEARCH AND POLICY DIRECTION
A number of recent research publications by the State Library of Victoria have been drawn on in the development of this Library Strategy 2012 – 2016, in particular:
• Dollars, Sense and Public Libraries: The landmark study
of the socio-economic value of Victorian public libraries
(2011); and
• Libraries Building Communities: The vital contribution of
Victoria’s public libraries (2005).
The strategy has responded to the Ministerial Advisory
Council on Public Libraries Tomorrow’s Library Discussion
Paper (2012).
A range of other relevant information sources and
research publications have also informed the strategy
development.
PARTICULAR IMPORTANCE OF
LIBRARY SERVICES IN GREATER
DANDENONG
It is widely acknowledged that public libraries are a vital
resource for communities, providing residents with
invaluable access to knowledge, the latest information
technology and a wide range of community services.
Libraries make an important contribution to the social,
cultural, economic and educational development of a
community.
In the City of Greater Dandenong, the role of the library
service is particularly important due to a number of demographic attributes of the community. The following features of the city reinforce the need to continue to provide excellence in library service and create
safe, accessible and welcoming spaces in which residents
and visitors can feel at home and access a wide range of
programs, services and community supports they need to
live a fulfilling life.
Language diversity
There are over 140 different languages spoken by
residents, with 65% of residents speaking languages
other than English at home. This is more than twice
the Melbourne metropolitan level of 31%. Only 40% of
the Greater Dandenong community speaks English as a
first language. The most common languages other than
English spoken include Vietnamese, Khmer, Cantonese,
Greek, Italian, Serbian, Arabic and Mandarin.
• Catering for such language diversity presents Council’s
library service with a unique challenge, both in terms of
the capacity to effectively communicate with all residents and the ability to cater for demand to stock
library collections in so many languages.
English fluency and literacy
Reflective of the considerable diversity of cultural
backgrounds and languages spoken throughout the city,
fluency and literacy levels in English are comparably low.
The City of Greater Dandenong has the highest proportion
of people aged 15-74 with low literacy (Literacy Level One)
in Victoria at 26.2%, compared to the statewide level of
16%.
15% of residents in Greater Dandenong have limited fluency in the use of spoken English compared with 4% of
residents of metropolitan Melbourne. English fluency varies considerably with age, with younger residents
much more fluent than older generations.
• Improving literacy outcomes is of critical importance to
enable people to engage effectively in society, develop
social networks, access services and supports, participate in education and training and gain meaningful employment. Council’s library service play a
key role in improving literacy outcomes.
Refugees
The City of Greater Dandenong is one of the primary
destinations for migrant settlement in Victoria. In 2010,
2,400 recently arrived immigrants settled in Greater Dandenong, accounting for approximately 10% of all migrant settlement in metropolitan Melbourne and
representing the largest intake of any municipality in the
State.
The main refugee groups include people from Afghanistan, Burma, Ethiopia, Iran, Iraq, Pakistan, Sudan,
Sri Lanka and Thailand. Refugees from Afghanistan accounted for about two-thirds of refugee settlement in
Greater Dandenong in 2011.
Many refuges experience trauma and loss prior to arriving
in Australia (family, home, identity); a lack of understanding and knowledge of service supports of
their new country; and low literacy in their new country
and hence a limited ability to engage in the social and
economic life of the community.
• Council’s library service plays a key role in supporting
the refugee community. Public libraries are often seen
as safe, neutral, welcoming, accessible and affordable
environments, with the capacity and interest to assist
residents with their needs.
Library Strategy 2012 -2016
22
22
Employment and income
The labour participation rate in the City of Greater Dandenong, at 52.2%, is also lower than Victoria as a
whole, at 64.7%. Unemployment in Greater Dandenong
remains significantly higher than the Victorian level, at
8.4% in September 2011 compared to 5.1% across the
State.
LIBRARIES TODAY
BENEFITS OF AN EXCELLENT LIBRARY SERVICE
The landmark research report, Libraries Building Communities (2005), identifies the contribution of public
libraries across four key areas and identifies a number of
specific benefits they provide.
Income levels in the City of Greater Dandenong are
significantly lower than Victorian averages, with median
incomes for individuals, families and households ranging
between 22-25% lower than Victorian averages.
Overcoming the digital divide
The Index of Relative Socio Economic Disadvantage
(IRSED) is derived from Census attributes believed to
reflect disadvantage, such as low income, low educational
attainment, high unemployment and proportion of work
force in relatively unskilled occupations. The lower the
IRSED score, the more disadvantaged the area. Using this
index, the City of Greater Dandenong has been ranked as
the most disadvantaged local government area (LGA) in
Victoria, with an IRSED score of 893.9, and in the top 20%
of most disadvantaged LGAs across Australia.
• Providing access to a range of otherwise inaccessible
technologies.
• Research indicates that public libraries play a particularly important role in the community for those
without full time employment and on lower incomes.
• Helping people to navigate the mass of information
people face today.
Computer and Internet access
Computer ownership and Internet access for residents
in the City of Greater Dandenong are among the lowest
in metropolitan Melbourne. Only 73% of households in
Greater Dandenong have Internet access, which is the
lowest level in metropolitan Melbourne and much lower
than the metropolitan average of 82%.
The Libraries Building Communities report notes that a
community’s social and economic development increasingly depends on how well its residents can access
and use information technology. It also acknowledges
that the digital divide is a growing concern, between
those with and without access to, use of, or knowledge of
information and communication technologies.
• Council’s library service plays a key role in providing the
community with free access to computers, Internet connection and other technologies.
• Aiding development of information technology (IT)
literacy among users.
• Providing access to the Internet – a gateway to information for those without Internet access at home
or work, in multiple languages for non-English-speaking
users.
• Using new technologies and the Internet to deliver
extended and more accessible services.
Creating informed communities
• Providing through librarians a trusted source of information.
• Assisting communities to translate information into
knowledge.
• Providing information about what is going on in the local community.
• Connecting the community with information about
government programs and services, including via the
Internet.
• Providing access to library catalogues and databases
around the world via online networks.
Convenient and comfortable places of learning
• Providing friendly environments in which residents can
learn the basic skills they need to take part in the economic, social and cultural life of their community.
• Supporting the development of basic reading, information and computer literacy and learning habits
and skills.
• Assisting residents to develop their speaking, listening,
reading and writing skills.
• Encouraging reading and promoting literacy.
• Providing access to a variety of books and other resources, allowing members to constantly discover new
material and topics of interest.
• Encouraging and supporting reading to young children
from an early age and promoting early literacy and
family literacy.
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Libraries without Borders:
Library Strategy 2012 -2016
24
24
• Providing environments that can enhance library users’
social support networks.
• Promoting learning and helping members to develop
learning habits and literacy skills.
• Providing homework groups to provide a structured
form of support for young people after school.
• Stimulating ideas and discussion through groups, forums and community seminars.
• Encouraging ongoing adult learning.
• Supporting vulnerable learners not comfortable with
returning to a formal learning environment.
• Supporting higher education students with access to
resources, study environments and assistance.
Building social capital
• Bringing people together from across the social strata.
• Forging greater understanding of other perspectives and
other cultures.
• Offering a safe space that embraces diversity.
• Providing connection into the community for people
who are otherwise excluded.
• Providing an environment for interacting with other
community members.
• Creating safe places for people of CALD backgrounds
where they can meet others interested in similar issues.
• Creating a strong sense of community and respect for
others.
• Providing a reassuring environment that encourages
people of all backgrounds to participate in community
activities.
• Holding much of the knowledge about the local area and
giving people a link to their past, present and future.
• Fostering a sense that the community is a good place
to be.
• Reaching out and connecting with isolated residents.
• Encouraging greater tolerance and understanding of the
diversity of people living in the community.
• Creating important linkages between the community
and governments and the services they provide.
• Connecting local people, organisations and services
across the community and encouraging collaborations.
• Fostering a sense of community belonging.
The report also highlights the importance of public libraries to lower income citizens. On average, only 10%
of surveyed Victorian public library customers were in
full-time employment, 41% were not in the labour force
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Libraries without Borders:
(mainly retired people, parents at home with young children and students), 36% were working part-time and 13%
were unemployed.
The Dollars, Sense and Public Libraries study found (2011)
that public libraries provide significant economic benefits
to a local community. For every dollar invested in public
libraries in Victoria, the community receives at least 3.6
times as much value in return. Across the state, public
libraries support 4,430 jobs, contribute $722 million to
income, and add $120 million to the Victorian Gross State
Product.
The same study also found that locally the City of
Greater Dandenong library service:
• Generates up to $5.09 economic activity for each dollar
invested; and
• Provides a $17,512,000 Net benefit (benefits less costs)
to the community.
GREATER DANDENONG LIBRARY
SERVICE TODAY
The City of Greater Dandenong is committed to delivering
best-practice library services, in recognition of the
critically important role that libraries play in supporting
sustainable communities.
The City of Greater Dandenong library service is located
online, within branch libraries in Dandenong and
Springvale and via outreach services. The service plays
a central role in helping to access and use information
resources, encouraging the community to learn and
acquire knowledge. The service connects the community
to a world of information, learning and recreation reading
through access to print and electronic media and through
social connections and programs.
The two library branches are open 9am-9pm each
weekday, 10am-5pm Saturday, 12pm-5pm Sunday as well
as 2pm-5pm on selected public holidays.
The library service in Greater Dandenong represents one
of the most significant community assets in the region
with very high usage levels. Memberships currently total
around 66,000, which is one of the highest membership
rates in Victoria at approximately 47% of the population.
There are nearly one million visits annually to the two
branch libraries and virtual library or website.
The print and non-print collections total 180,000 items
and are on high rotation with around 1.5 million loans of
print and non print material each year. There are more
than 100,000 reference enquiries of library staff annually.
The 32 public access computers available in the branch
libraries are consistently fully booked during service
opening hours.
Given the demographic, socioeconomic and language
diversity of the City of Greater Dandenong community,
the library service provides an essential, accessible,
affordable and welcoming place for residents of all
backgrounds and literacy skills to utilise.
The results from the statewide Libraries Building
Communities survey showed that the City of Greater
Dandenong library service is highly rated by library users
for its contribution to building individual capability and
confidence. The library service rated well above average
for the extent to which it encouraged reading, built library
users confidence, helped users to understand different
cultures and perspectives, helped them to develop better
learning habits and skills, improved computer/internet
skills and helped people to get a job.
Library Strategy 2012 -2016
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26
CURRENT USERS OF COUNCIL’S
LIBRARY SERVICE
A recent survey of current library users, conducted by
Greater Dandenong staff in October 2011, provides a
valuable insight to the reasons people choose to visit
the library branches and where opportunities exist for
improvement.
18%
20%
74%
24%
Reasons for using the library
When asked ‘why do you use this library’, the main
responses included:
25%
Borrow a book
28%
Borrow a multimedia item
39%
Read Newspapers
Study
Use Computers
Socialise
Use Wi-Fi internet connection
Other reasons for using the libraries included to access
magazines, baby bounce and story time and English
language assistance. Many indicated they use the library
due to its atmosphere of being friendly, comfortable, safe
and welcoming.
Future improvements
12%
When asked ‘what areas could this library improve on’,
the main responses included:
Reasons for using the library
When asked ‘why do you use this library’, the main
responses included:
Look and feel of the library
Noise levels
Technology available - hardware and on-line material such as blogs and e-books
26%
20%
25%
26%
Range of books available
Range of multimedia items
Other improvements included the range of programs,
opening hours, more foreign language books, children’s
programs, café, English language assistance and English
tuition books.
There is a strong desire from library users to have age
specific programs for children and young people, separate
areas within the libraries for quiet and noisier activities
and interactive programs such as conversation group.
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Libraries without Borders:
Find us online
www.greaterdandenonglibraries.com
www.facebook.com/greaterdandenong
www.twitter.com/greaterdandy or @greaterdandy
www.youtube.com/citygreaterdandenong
Living &
Le rning
Libr ries
GREATER DANDENONG
Library Strategy 2012 -2016