Årsberetning Annual Report. Borgerservice og Biblioteker Citizens Services and Libraries

Transkript

1 Årsberetning Annual Report 2007 Borgerservice og Biblioteker Citizens Services and Libraries 1 Århus Kommune Aarhus Muncipality Borgerservice og Biblioteker Citizens Services and Libraries Kultur og Borgerservice Culture and Citizens Services

2 Preface by Alderman Flemming Knudsen Sammenlægningen af Borgerservice og Biblioteker i et fælles forvaltningsområde er realiseringen af en politisk vision, som Århus Byråd har vedtaget. Udgangspunktet var, at borgerservice og biblioteker har fælles værdigrundlag og overlappende kerneydelser. Det er service præget af hjælpsomhed og offentlig information i bred forstand, ligesom formidling af viden på borgernes præmisser snarere end myndighedsudøvelse er i højsædet. The merging of Citizens Services and Libraries into one joint administration is the realisation of a political vision, passed by Aarhus City Council. The basis was shared values and overlapping core services. It is services characterised by helpfulness and public information in a broad sense, and dissemination of knowledge on the citizens terms rather than execution of authority is at the centre. Erfaringerne siden etableringen af den fælles forvaltning primo 2006 har været positive. Der har været oplagte fordele for borgerne ved etablering af borgerservice-enheder på Åby og Risskov biblioteker, ligesom der er forsøg med biblioteksbetjent borgerservice på Harlev og Lystrup biblioteker. Der er også samdriftsfordele ved it en, og der sker videndeling mellem borgerservice og biblioteker på de områder, hvor bibliotekerne traditionelt har stået stærkt, for eksempel selvbetjeningsydelser på nettet. Den fysiske struktur for Borgerservice og Biblioteker var genstand for et betydeligt planarbejde i Mine kolleger i Udvalget for Kultur og Borgerservice og jeg drøftede forskellige modeller for betjeningssteder, ligesom antallet og placeringer blev overvejet ud fra et meget omfattende datamateriale. Der blev afholdt borgermøde og et forslag blev fremsendt til byrådet. Hovedindholdet i strukturforslaget er, at de eksisterende biblioteker opgraderes til at kunne varetage nutidens behov. Det vil blandt andet sige, at der skal være såvel ressourcer som plads til, at bibliotekerne kan være medborgercentre. Det er steder, hvor borgeren både finder borgerservice, traditionelle biblioteksfunktioner som udlån af bøger og andre materialer, it-adgang, frivillighedsarbejde i form af f.eks. lektiehjælp, mødelokaler og muligheder for borgernes egne aktiviteter i foreninger, sammenslutninger og netværk. 2 Realiseringen af visionen om sådanne medborgercentre skal medvirke til at sikre den sammenhængskraft og identitetsdannelse, der er så vigtig for, at vi kan forstå os selv som dele af en helhed, et samfund. Også processen, der skal føre til et nyt hovedbibliotek på de bynære havnearealer i 2014, har optaget mig. Det er vigtigt for mig, at der sker en borgerinddragelse undervejs, og blandt de mange tiltag, der har været iværksat, glædede jeg mig især over det idéværksted FORORD PREFACE Af Rådmand Flemming Knudsen Experiences since establishing the joint administration in early 2006 have been positive. The opening of service points for citizens services at Aaby and Risskov Libraries has been a clear advantage for citizens, and experiments with citizens services by library staff are carried out at Harlev and Lystrup libraries. The new administration also offers joint operation advantages in IT and a sharing of knowledge between citizens services and the libraries in areas, where the libraries traditionally have had a strong position, e.g. self-services on the Internet. The physical structure of Citizens Services and Libraries was the object of considerable planning in My colleagues in the Committee for Culture and Citizens Services and I discussed various models for service points as well as number Indhold. Contents and location of service points based on a comprehensive background maborgerservice Citizens s Services 4 terial. A public meeting was held and a Multimediehuset Mediaspace 10 proposal sent to the City Council. The main content of the proposal is the Aktivitets diagrammer Activity Charts 14 upgrading of existing libraries enabling them to meet today s needs. That Innovationsprojekter Innovation Projects 16 means, among other things, that resources and space must be in place for Hovedbiblioteket Main Library 18 the libraries to be community centres. Lokalbiblioteker Branch Libraries 22 In community centres, the citizens will find citizens services, traditional IT og Kommunikation IT and Communications 26 library services such as lending of books and other materials, IT-access, Internationale aktiviteter International Activities 28 volunteer work such as homework help, conference rooms and opportucentralbiblioteket County Library 30 nities for the citizens own activities in Nøgletal Key Figures 31 associations, societies and networks. Realisation of the vision of such community centres must contribute towards ensuring cohesion and identity formation, which is vitally important in order for us to understand ourselves as part of a unity, a society. Editor: Rolf Hapel Tekster, layout og oversættelse: IT og Kommunikation Tryk: Scanprint A/S Borgerservice og Biblioteker, Møllegade 1, 8000 Århus C aakb@bib.aarhus.dk

3 for børn, der blev afviklet hen over sommeren. 36 børn arbejdede i deres sommerferie med at skabe visioner for Multimediehuset. De mange tanker og idéer, som børnene skabte i mange forskellige materialer og medier, var berigende for alle os voksne, der er involverede i processen. Og det er jo blandt andet disse børn, der selv skal bruge huset. Tilsvarende glad har jeg været over det borgerpanel, som jeg har drøftet borgerservice med. Deltagerne i panelet har bidraget med konstruktiv kritik og masser af idéer, som mine embedsmænd og jeg kan arbejde videre med. Der er for mig ingen tvivl om, at øget borgerinddragelse i det politiske og planlægningsmæssige arbejde er vejen frem og jeg oplever, at borgernes vilje til at deltage er stor, når forløbet tilrettelægges rigtigt. The process leading to a new main library on the waterfront in 2014 has also occupied me. It is important for me that citizens are involved in the process and among the many initiatives that have been launched, I was especially pleased with the idea workshop for children, which was held during the summer. 36 children worked during their summer vacation with creating visions for MEDIASPACE. The many thoughts and ideas created by the children in many different materials and media were enriching for us adults who are involved in the process. And of course, these children, among others, will be the future users of the building. I have been equally happy about the citizen panel, with which I have discussed citizens services. The participants in the panel have contributed with constructive criticism and lots of ideas that the civil servants and I can work on. For me there is no doubt that increased citizen involvement in political and planning work is the future and in my experience, citizens are very willing to participate as long as the process is well organised. 3

4 Selection of Lay Assessors. Citizens Services assists the politically designated Committee for potential juror panel which makes up the list from which lay assessors and jurors are chosen by lot. In 2007, the committee decided to create an opportunity for broader recruitment. Citizens Services carried out a campaign to which as many as 261 citizens responded. Among these, the Committee for potential juror panel chose 139 people who altogether have made lay assessors and jurors a more representative section of the population in terms of age, ethnicity and gender. Political sources have expressed broad contentment with the initiative, which at the same time has elicited a nationwide interest. Folketingvalg For første gang havde Borgerservice ansvaret for afvikling af et valg, nemlig Folketingsvalget Valget blev udskrevet som 3 ugers valg, hvilket betød, at der skulle arbejdes hurtigt, effektivt og koordineret. Der var fokus på sikkerhed og stabilitet, men også på dokumentation og evaluering af erfaringer. Resultatet var et velafviklet valg, hvis resultat og sikkerhedsniveau var ubetvivleligt. Evalueringen gav dog samtidig anledning til fremadrettet fokus på General Election For the first time, Citizens Services were responsible for the holding of an election: the general election of The election was issued as a 3-week election, which meant that a fast, efficient and coordinated effort was required. Security and stability were in focus but also documentation and evaluation of experiences were important. The result was a wellconducted election whose result and level of security were indubitable. The evaluation, however, gave rise to BORGERSERVICE CITIZENS SERVICES 4 Udvælgelse af domsmænd. Borgerservice betjener det politisk udpegede Grundlisteudvalg, der sammensætter den liste, hvorfra domsmænd og nævninge udvælges ved lodtrækning. I 2007 besluttede udvalget at skabe mulighed for en bredere rekruttering. Borgerservice iværksatte en kampagne, som hele 261 borgere reagerede på. Blandt disse udvalgte Grundlisteudvalget 139 personer, som tilsammen har betydet, at domsmænd og nævninge nu udgør et mere repræsentativt udsnit af befolkningen, både med hensyn til alder, etnicitet og køn. Der er fra politisk hold udtrykt bred tilfredshed med initiativet, som samtidig har udløst interesse landet over.

5 BORGERSERVICE CITIZENS SERVICES rekruttering af tilforordnede, IT-understøttelse af valgsteder og fintælling samt generel digitalisering af valghandlingen. Borgerservice vil arbejde videre med dette, og de første initiativer kan ventes i løbet af BoB uden B. I 2007 fik Lokalbibliotekerne og Borgerservice tildelt kr. fra Biblioteksstyrelsen til projektet BoB uden B eller Borgerservice på Biblioteker uden dedikeret Borgerserviceafdeling. Projektet skal afdække hvilke typer af Borgerserviceydelser, der er relevante og forenelige med bibliotekstilbuddet i øvrigt. Målet er at arbejde med synergi-aspektet, at skabe et decentralt net for dele af Borgerservices ydelser, navnlig de netbaserede. Projektet rummer derfor en stor del kompetenceudvikling baseret på lige dele sidemandsoplæring, undervisning, job-visitter og lignende. Straksudstedelse af digital signatur. Borgerservice skabte i 2007 et lille stykke digital Danmarkshistorie i samarbejde med Københavns Kommune ved, som de første nogensinde, at kunne tilbyde borgerne en straksudstedt digital signatur på en USB-nøgle. future focus on recruitment of polling officials, IT-support of polling places and recounts as well as a general process of making the polling digital. Citizens Services continues working with this and the initial initiatives are expected in BoB without a B. In 2007, the Branch Libraries were assigned 500,000 DKK from the Danish Library Agency for the project BoB without a B or Citizens Services in Libraries without a distinct Citizens Services department. The project will uncover which types of citizens services are relevant and consistent with the overall library offer. The aim is to work with the synergy aspect and create a local network of service points for parts of the services which Citizens Services perform, mainly the ones which are based on the Internet. The project contains a great deal of competence development based on equal parts peer-to-peer training, teaching, visits to workplaces and the like. Immediate Issuing of a Digital Signature. Citizens Services created a small piece of digital Danish history in cooperation with Copenhagen Municipality when they, as 5

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7 BORGERSERVICE CITIZENS SERVICES Udstedelsesprocessen tager kun ca. 5 minutter, og realiserer dermed idéen om med-betjening : at borgere og medarbejdere arbejder sammen ved hjælp af selvbetjeningsløsninger. Målet er at give borgerne en tryg oplevelse af selvbetjeningsløsningerne - og dermed øge brugen af dem. Borgerservice forventer at udbrede straksudstedelsen til flere afdelinger i løbet af Folkeregister/Sygesikring tilbage på Rådhuset. Efter godt 27 år på talrige adresser og senest i Frichsparken, er Folkeregister/Sygesikring nu tilbage på Rådhuset. Flytningen er gennemført for at gøre det endnu lettere for borgerne at henvende sig til Århus Kommune, skærpe den faglige ekspertise i Borgerservice og for at samle den organisatoriske enhed Folkeregister/Sygesikring og Frontbetjening fysisk. Medarbejdere har siden sommerferien arbejdet i tre grupper den fysiske, den faglige og den sociale arbejdsgruppe for at sikre de faglige og de sociale funktioners sammenhæng med Frontbetjeningen. Det hele blev drevet af energiske og the first ever, were able to offer citizens an immediately issued digital signature on a USB key. The process of issuing is only about five minutes and the idea of coservice is thereby carried out: that citizens and employees work together by means of self-service solutions. The aim is to provide citizens with a secure experience of the selfservice solutions - and thereby increase the use of them. Citizens Services expects to extend immediate issuing to several departments during National Register/Health Insurance Back to City Hall After almost 27 years in numerous addresses, the National Register/Health Insurance is now back in City Hall. The change of address was effected in order to make it even easier for citizens to approach Aarhus Municipality, to enhance the professional skills of Citizens Services, and to physically unite the organising unit of the National Register/Health Insurance and the Front-service. Employees have since the summer holidays worked in three different groups the physical, the professional, and the social task group in order to ensure the professional and social functions coherence with the Frontservice. Everything was driven by keen and persevering employees from the two departments. Within 2008, all departments of Citizens Services are expected to become assembled in City Hall. EU workshop in Aarhus: Towards a Handbook for Citizen-Centricity. What does openness and transparency in the public sector mean to the citizens inclination to use self-service? How do we in a positive way make the citizens commit themselves to the manner in which the public sector s services are supplied in the future? That is just a few of the questions which were discussed when Citizens Services on 21 and 22 June hosted an EU workshop on digital citizens services. The workshop was the last of three workshops which are meant to lead up to the formulation of a handbook for digital citizens services. Almost 30 experts from 9 different European countries participated in the workshop and besides new inspiration for better citizens services, the workshop provided Citizens Services in Aarhus with an opportunity to form networks with other European authorities. The result of the workshops in Aarhus, Athens and Warsaw - A Handbook for Citizen-Centricity was presented to the EU Commission in Brussels on 19 November

8 EU workshop i Århus: Towards a Handbook for Citizen-Centricity. Hvad betyder åbenhed og gennemsigtighed i det offentlige for borgernes lyst til at anvende selvbetjening? Hvordan får vi på en god måde borgerne til at engagere sig i, hvordan det offentliges ydelser fremover leveres? Det er blot et par af de spørgsmål, der blev diskuteret, da Borgerservice den 21. og 22. juni var vært for en EU Workshop om digital borgerservice. Workshoppen var den sidste af tre, der skal lede frem imod formuleringen af en håndbog for digital borgerservice. I workshoppen deltog næsten 30 eksperter fra 9 forskellige europæiske lande og udover ny inspiration til bedre borgerservice, fik Borgerservice i Århus muligheden for at danne netværk med andre europæiske myndigheder. Resultatet af workshoppene i Århus, Warszawa og Athen A Handbook for Citizen-Centricity blev præsenteret for EU kommissionen i Bruxelles den 19. november Borgerpanelet - almindelige århusianere bidrager til udviklingen af Borgerservice. Hvem er bedre til at bidrage til udviklingen af Borgerservice end netop borgerne selv? Derfor har rådmand Flemming Knudsen sammen med Borgerservice inviteret 20 tilfældigt udvalgte århusianere til at være med i et såkaldt borgerpanel. Panelet består af såvel unge som ældre, mænd som kvinder - alle i vidt forskellige livssituationer. Panelet inviteres til at bidrage med nye idéer, afprøve nye services og til at være med til at vurdere, hvordan Borgerservice generelt fungerer. De skal med andre ord hjælpe Borgerservice til at blive dygtigere. På to møder i 2007 har man bl.a. drøftet Multimediehusets indretning, den digitale medborgerassistent Emma, og hvor mange gange man som borger finder sig i at blive stillet om, når man ringer til kommunen. Frugtbare møder, der har givet Borgerservice meget at arbejde videre med. Derfor ser Borgerservice frem til yderligere to møder med panelet i The Citizen Panel Ordinary Inhabitants of Aarhus Contribute to the Development of Citizens Services Who are better at contributing to the development of Citizens Services than the citizens themselves? Therefore, Alderman Flemming Knudsen in cooperation with Citizens Services has invited 20 randomly selected inhabitants of Aarhus to participate in a socalled citizen panel. The panel consists of young people as well as senior citizens, men as well as women all of them in widely different life situations. The panel is invited to contribute with new ideas, test new services and help evaluate how Citizens Services functions overall. In other words, it is the intention that they help Citizens Services become more proficient. In two separate meetings in 2007, several issues were discussed, e.g. the lay-out of MEDIASPACE, the digital citizens assistant, Emma, and how many times a citizen will tolerate being transferred when calling the municipality. These were productive meetings which have given Citizens Services something to carry on working with. Therefore, Citizens Services looks forward to two additional meetings with the panel in BORGERSERVICE CITIZENS SERVICES vedholdende medarbejdere fra de to afdelinger. I løbet af 2008 vil samtlige afdelinger i Borgerservice forventeligt blive samlet på Rådhuset.

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10 MEDIASPACE In 2003, the City Council decided that a new main library, MEDIASPACE, will be built on the waterfront. With this unique location, the City Council wishes to create a structure that in both functionality and architecture contributes to branding Aarhus as a city of knowledge and culture. MEDIASPACE will be finished by It will be an open learning environment that supports participation, knowledge sharing and spirit of community. Both during planning and after the inauguration of the building, development of networks and cooperation has a high priority. The structure will, due to its location, be an integral part of the central harbour area and the future urban life in the inner harbour area. Technically as well as aesthetically, MEDIASPACE must be seen in relation to the clearing of the stream, construction of urban spaces, traffic solutions and car park. The process began in 2007, when the many sub-plans for the area were merged into one overall project in order to secure a consistent design solution. The project includes many partners and focus is on involvement and interdisciplinary cooperation. Thus, a range of forums are involved: Strategigruppe Strategy Group Styregruppe Steering Committee Chefgruppe Management Group Idégruppe Concept Group 10 Multimediehussekretariat og projektgruppe MEDIASPACE Secretariat and Project Group MULTIMEDIEHUSET MEDIASPACE Multimediehuset. Byrådet besluttede i 2003, at et nyt hovedbibliotek, Multimediehuset, skal opføres på de bynære havnearealer, hvor åen løber ud i havnen. Med den unikke placering ønsker Byrådet at skabe et byggeri, som både i funktion og arkitektur medvirker til at brande Århus som videns- og kulturby. Multimediehuset skal stå færdigt i 2014 og bliver et åbent læringsmiljø til fremme af deltagelse, videndeling og fællesskab. Både i planlægningsfasen og i den senere drift er dannelse af netværk og samarbejde højt prioriteret. Byggeriet vil med sin placering hænge uløseligt sammen med det centrale havneområde og det fremtidige byliv i det indre havneområde. Såvel teknisk som æstetisk skal Multimediehuset ses i sammenhæng med å-åbning, pladsdannelse, trafikale løsninger og p-anlæg. I 2007 startede processen, hvor de mange delplaner for området blev et samlet projekt for at sikre en samlet designløsning. Der er mange aktører i projektet, og der er fokus på inddragelse og tværfagligt samarbejde. Derfor er en række fora involverede:

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12 Citizens. Users are involved throughout the process in various forms based on the Aarhus-model for user-involvement. User-involvement is a central knowledge and development focus for the project. Medarbejdere. Der etableres løbende ad hoc grupper af medarbejdere i Borgerservice og Biblioteker, der medvirker til at løse konkrete og komplekse udfordringer relateret til aktiviteterne i processen. I hele processen er der inddragelse af medarbejdernes kompetencer, innovationsevner og erfaringer. Employees. Ad hoc groups of employees in Citizens Services and Libraries are continuously established. The employees contribute to solving tangible and complex challenges related to activities in the process. Employees competences, innovation talents and experiences are involved throughout the process. Udvikling af indhold og services. I seks uger arbejdede en lang række medarbejdere fra Borgerservice og Biblioteker på at udvikle idéer og anbefalinger til aktiviteter og services i Multimediehuset. Syv grupper arbejdede på at skabe idéer og levere råmaterialet til aktiviteter og funktioner. Processens resultater danner baggrund for den projektkonkurrence, der forventes igangsat i foråret Development of content and services. For six weeks, a large number of employees from Citizens Services and Libraries worked on developing ideas and recommendations for activities and services in MEDIASPACE. Seven groups worked on creating ideas and delivering raw material for activities and functions. The results of the process are the basis for the architectural competition, which is expected to commence in spring Markedsføring. Der blev gennemført en telefonundersøgelse af folks kendskab, holdninger og forventninger til Multimediehuset. 77 % af de adspurgte mente, at Multimediehuset er godt for Århus, og udtrykte mange forventninger til indholdet især var ønsket om at kunne udfolde sig kreativt markant. I forlængelse af telefonundersøgelsen blev lanceret med en informationskampagne på byens busstandere og med uddeling af flyers. Marketing. A telephone survey was conducted to investigate people s knowledge of opinions and on expectations for MEDIASPACE. 77 % of the interviewees thought that MEDIASPACE is beneficial for Aarhus, and there were many expectations for the content especially a strong wish for opportunities for creative expression. In continuation of the telephone survey, dk was launched with an information campaign on the city s roadside billboards and with distribution of flyers. Realdania. Med udgangspunkt i mulighederne for nye byrum og for en ny og folkelig anvendelse af byens centrale havnefront har Realdania tilbudt Århus Kommune et samarbejde om at realisere det store projekt. Der er arbejdet med udformning af partnerskabsaftale samt afklaring af juridiske forhold vedrørende p-anlæg og donation. Realdania har tilbudt at investere over 700 mio. kr. i projektet. Realdania. On the background of opportunities for new urban spaces and a new and popular use of the city s central harbour area, Realdania has offered to cooperate with Aarhus Municipality on realising the huge project. Work has been done on wording of a partnership agreement and clarification of legal issues regarding car park and donation. Realdania has offered to invest more than 700 million DKK in the project. Borgerinddragelse i børnehøjde. Et idéværksted for 9-13-årige børn blev afholdt på Hovedbiblioteket i Århus for at få større kendskab til børns ønsker til det nye Multimediehus til brug for udformningen af konkurrencemateriale for projektet. Her kunne børnene gennem leg producere visioner om rumlighed, størrelsesforhold, dimensioner, indretning, kompetencer, møbler, beplantning og belysning i det nye Multimediehus. Resultatet blev udstillet på Hovedbiblioteket og en film fra processen er tilgængelig på projektets hjemmeside og Youtube. Citizen-involvement from a child s perspective. An idea workshop for children aged 9 to 13 years was held at the Main Library in Aarhus to gain more knowledge about children s wishes in regard to the new MEDIASPACE. This knowledge was used in the preparation of material for the architectural competition. Through play, the children at the workshop could produce visions on spatiality, dimensions, lay-out, competences, furniture, plantation and lighting in the new MEDIASPACE. The results were exhibited at the Main Library and a film showing the process is available at MEDIASPACE s website and on Youtube. MULTIMEDIEHUSET MEDIASPACE 12 Borgere. Gennem hele processen er der forskellige former for borgerinddragelse med udgangspunkt i Århusmodellen for borgerinddragelse. Det er et helt centralt videns- og udviklingsfokus for projektet.

13 MULTIMEDIEHUSET MEDIASPACE Konkurrencemateriale. En række aktiviteter har kombineret og samlet erfaringer, udviklet idéer og frembragt viden, der skal danne substansen i konkurrencematerialet til projektkonkurrencen. Der er arbejdet med indhold og kravspecifikationer. Desuden er der foregået et større tværkommunalt udredningsarbejde vedrørende forhold omkring den kommende bastion, den fremtidige løsning af de trafikale forhold, å-åbning, p-anlæg og havneplads. Material for architectural competition. A range of activities have combined and gathered experiences, developed concepts and produced knowledge, which will be the substance of the material for the architectural competition. Work has been done on content and technical specifications. Furthermore, work has been carried out across the municipality to clarify issues in connection with the future bastion, the future solution for traffic, clearing of the stream, car park and urban waterfront space. Prækvalifikation. Århus Kommune annoncerede ultimo 2007 prækvalifikation til den internationale arkitektkonkurrence, der skal udvikle byens centrale havneplads samt etablere Multimediehuset. Interesserede arkitektfirmaer har haft mulighed for at anmode om deltagelse i den kommende projektkonkurrence, hvor integreret design, økonomistyring og procesledelse er nøgleord. 40 hold fra ind- og udland anmodede om prækvalifikation. Der er udvalgt 6 hold, som skal deltage i den kommende konkurrence, der kommer til at løbe hele Det forventes, at der er valgt en endelig vinder primo Prequalification. In late 2007, Aarhus Municipality announced prequalification for the international architectural competition, which will develop the city s central harbour area and establish MEDIASPACE. Interested firms of architects were invited to request participation in the coming project competition, where integrated design, financial management and process management are key words. 40 teams from Denmark and abroad asked to be prequalified. 6 teams have been chosen. These teams will participate in the competition, which will run throughout The final winner is expected to be chosen in early

14 Mio. Pellentesque arcu nostra orci tellus Besøg og hits på bibliotekernes website Visit and hits on Hits Besøg Visits Udlån i mio. Circulation in millions 5,4 5,3 5,2 5,1 5,0 4,9 4, ,3 2,2 2,1 2,0 1,9 1, Antallet af besøg i de fysiske biblioteker er fortsat faldende. Det skal ses i lyset af de mange biblioteksaktiviteter, der gennem de seneste år er flyttet over på nettet. En stadigt stigende del af bibliotekernes kulturformidling kræver nu i mindre grad besøg på det fysiske bibliotek. The libraries have seen a steady increase in the number of visits to their website. The jump in the curves in 2004 is due to a cleansing of the numbers of visits and hits from automatic search engines. And the declining number of hits since 2005 is caused by technical errors in the previous years which are no longer included. Besøg i mio. Visits in millions Antallet af udlån udviser nu for første gang en faldende tendens. En tendens der gennem flere år har været gældende på landsplan. Tendensen afspejler bl.a., at opgørelsen af udlånte materialer ikke tager højde for det kraftigt voksende antal elektroniske udlån af e-bøger, avisdata- baser, e-tidsskrifter og det store antal musikdownload via Bibliotekernes Netmusik. BORGERSERVICE OG BIBLIOTEKER I TAL FACTS AND FIGURES Mio. Aktiviteten på bibliotekernes website har været jævnt stigende gennem årene hvad angår besøg. Knækket i kurven i 2004 skyldes, at tallene herefter er renset for et stadigt stigende antal besøg og hits fra automatiske søgemaskiner. Den faldende tendens i antallet af hits fra 2005 skyldes systemtekniske fejltællinger de foregående år, som nu er renset ud For the first time, circulation shows a decrease in This tendency reflects, among other things, that the statistical survey does not take into account the dramatic increase in electronic loans of e.g. e-books, newspaper databases, e-zines and the large number of music downloads via Libraries Netmusic. Visits to the physical library are still decreasing in number. This should be seen in relation to the many library activities that have been transferred to the Internet. Increasingly, the libraries cultural dissemination does not require a visit to the physical library.

15 Webbesøg ialt Total number of web-visits 3,74 mio. % 11,7 Webbesøg Web-visits der e si rlig ites Sæ cial s Spe 18,7 % Enke Indiv lte biblio t idua l libr eker ary s it ites er s sid Fælle ral s Gene 42,8% Bib l The ioteks libr base ary cat alo gu e es Henvendelser i Borgerservice Number of enquiries at Citizens Services 2. kvt. % 26, 8 2,5% Video og DVD Audio books 4. kvt kvt kvt. 3. kvt. 4. kvt. Fordeling af henvendelser i Borgerservice Contact method for enquiries at Citizens Services Fordeling af medier Distribution of media 1,8% Lydbøger 3. kvt. 3% Brev/fax Letter/fax Materialer ialt Total number of materials enheder 4% Video and DVD 1,4% 12, 5% M us ik M Multimedie- og billedmaterialer Multimedia and pictoral materiel one k onis f Tele 35% h By p us ic isits al v son er lig P son Bøger Books 58% 80,8% Per Borgernes alder ved henvendelse Age distribution Udgifter ialt Total expenditure 137,5 mio. kr. 10,8 Udgifter biblioteker Expenses libraries % Øvr 6,3 udg ifter 10% drie Sun 5,1% Eje nd om me Re IT al pro pe rty s 5% Personale Staff % 15, ia ater al teri a le M 20% 15% ige % 25% 62,1% 0% 0-9 år år år år år år år år år M De samlede udgifter til Borgerservice udgør 52,7 mio. kr.. Heraf er 72% personaleudgifter. Expenses for Citizen s Services was 52.7 million DKK of which 72% was expenses on staff. 15

16 Innovation projects. Citizens Services and Libraries initiates and participates in a variety of projects that generate a large percentage of external financing through e.g. government agencies, foundations and the EU and that often attract both national and international attention. In 2007, Citizens Services and Libraries reached 2nd place in the annual Innovation Cup in sharp competition with more than 40 of the most innovative Danish public corporations. The methodical work with renewal and change for the benefit of users has resulted in a shared Innovation Strategy, which must ensure the drive of ideas into development projects. Projects, which again are supported through a tailored interdisciplinary project model for the entire organisation. Innovationsprojekter i 2007: Digital medarbejder. En interaktiv digital borgerassistent (avatar) integreret i kommunens webmiljø, som på en intuitiv og visuel tiltalende måde svarer på de mest almindelige spørgsmål, borgerne stiller - døgnet rundt. BibStream er bibliotekernes fælles kanal til distribution og lagring af film og video produceret af græsrodsmiljøer, borgere i almindelighed og af bibliotekerne selv. På kan enhver se og uploade film indenfor kategorierne: Kort og dokumentar, Videoklip, Lokalhistorie og Biblioteksinfo. Fra Medarbejder til Medfortæller er medarbejderes og medborgeres produktion af filmklip med kameramobiltelefoner og upload af dem til bibliotekets hjemmeside. I forbindelse med Festugen og i samarbejde TV2 Østjylland dokumenterede en gruppe unge mobilreportere desuden festugen med fotos, videoklip, lyd og speak. Decentral borgerservice. Udvikling af konceptet for, hvilke borgerserviceydelser, der kan udbydes via biblioteker og bibliotekspersonale. Konceptet testes på bibliotekerne i Harlev og Lystrup og fra 2008 i Tilst. Sideløbende er der etableret fuldgyldige Borgerservicefunktioner i Åby og Risskov og fra 2008 på Viby Bibliotek. Info Island DK. Et virtuelt formidlingshus i den tredimensionelle online-verden. Second Life er drevet af seks folkebiblioteker med Århus som tovholder. Projektet udforsker mulighederne for at formidle bibliotekernes tilbud på helt nye måder via debatter, foredrag og events, hvor brugere, forfattere og bibliotekspersonale interagerer via virtuelle personaer, de såkaldte avatarer. Circle Computer Club er et tværfagligt samarbejde om at udvikle et tilbud til børn om at udtrykke sig Innovation projects in 2007: Digital Employee. A prototype of an interactive digital service assistant (avatar) is integrated on the municipal website. In an intuitive and visually attractive manner, the avatar answers the most common questions posed by citizens around the clock. BibStream. Public Libraries common channel for distribution and storage of films and videos produced by grass-roots environments, citizens in general and by the libraries themselves. At everyone can watch films and upload their own films within the categories: Short films and documentaries, Video clips, Local history, and Library information. From Employee to Storyteller. The project involved employees and citizens producing film clips with camera mobile phones and uploading them to the library s website. In connection with Aarhus Festival and in cooperation with TV2 Østjylland, a group of young mobile reporters documented the Festival with photos, film clips, sound and speak. Local Citizens Service. Development of a concept for those citizens services that can be offered through libraries and library staffs. The concept is tested at the libraries in Harlev and Lystrup and as of 2008 also at Tilst Library. Parallel with this project, full-fledged citizens services functions have been established in Aaby and Risskov and as of 2008 also at Viby Library. Info Island DK. A virtual dissemination centre in the three-dimensional online world Second Life run by six public libraries with Aarhus as project manager. The project has explored the possibilities in disseminating library services in a completely new way through debates, lectures and events, where users, authors and library staffs interact via virtual personas; the socalled avatars. INNOVATIONSPROJEKTER INNOVATION PROJECTS 16 Innovationsprojekter. Borgerservice og Biblioteker er initiativtager til og deltager i en række projekter, som henter en stor andel af ekstern finansiering fra styrelser, fonde, EU m.fl. og som ofte genererer både national og international bevågenhed. I 2007 indtog Borgerservice og Biblioteker 2. pladsen i årets Innovation Cup i skarp konkurrence med mere end 40 af de mest innovative danske offentlige virksomheder. Det systematiske arbejde med fornyelse og forandring til fordel for brugerne er udmøntet i en fælles Innovationsstrategi, som skal sikre idéernes fremdrift til udviklingsprojekter. Projektarbejdet understøttes desuden af en nyudviklet projektmodel for hele organisationen.

17 INNOVATIONSPROJEKTER INNOVATION PROJECTS kunstnerisk og kommunikativt med højteknologiske værktøjer. Infogallerier er netopkoblede storskærme, der præsenterer nyheder, tilbud og services for brugerne i en ny og topmoderne indpakning med indbygget interaktion via en intuitiv brugerflade. Læseheste og hundehoveder er et samarbejde mellem forfattere, forlag og foreninger med fokus på bibliotekernes litteraturformidling og udvikling af biblioteket som kulturmødested bl.a. i form af litterære arrangementer på bibliotekerne, i Havnens Varmestue, hos forlag, på Hald Hovedgård og andre steder, der underbygger arrangementernes temaer. I Slip brugerne løs udforskes forskellige målgruppers kreative og innovative potentiale og behov med henblik på indretning af Hovedbibliotekets tilbud. Resultatet er en håndbog i brugerdreven innovation bl.a. til brug for udviklingen af det kommende Multimediehus. YOUng og Mindspot er et utraditionelt samarbejde, hvor unge, ungdomsinteressenter og Hovedbiblioteket sammen søger at skabe et helt nyt ungdomsbibliotek i I projektet indgår en fortløbende række af brugerinitierede aktiviteter, opbygning og indretning af mindspotrummet på Hovedbiblioteket og en brugerdrevet ungdomsblog på EU-projekter. I MEeting YOUth har Hovedbiblioteket sammen med partnere i Norge, Sverige, Polen og Danmark belyst, hvordan unge via bibliotekerne engageres i samfundsudvikling og demokrati. Projektet er støttet af EU-Kommissionens YOUTH-program og udmøntes i en best practice rapport: dk/meetingyouth. Århus Kommunes Biblioteker har desuden stor andel i to nye 2-årige EU projekter. Untold Stories, som skal udnytte bibliotekers og museers muligheder for at inddrage flygtninge og indvandrere i at skabe, formidle og dele digitale fortællinger via nettet. Udover Gellerup Bibliotek har projektet partnere i Tjekkiet, Tyskland og Grækenland. Entitle skal med partnere fra 12 europæiske lande fastslå og formidle folkebibliotekernes nøgleposition for livslang læring via et website henvendt til politikere og institutioner i kultur- og undervisningssektoren. Circle Computer Club. Interdisciplinary cooperation on the development of an offer for children to express themselves artistically and communicatively through the use of high-technology tools. Info Galleries. Big screens connected to the Internet present news, offers and services for users in a new and ultra modern wrapping with built-in interaction via an intuitive interface. Bookworms and Dog-ears. In cooperation with authors, publishers and associations, the project focuses on the libraries literature dissemination as part of the development of the library as cultural meeting place. This is achieved through for instance literary events at the libraries, in the Harbour Shelter, at publishers, at Hald Hovedgaard (Danish Author and Translation Centre) and other places that support the themes of the events. In Unleash the Users, the creative and innovative potential and needs of various target groups in connection with the design of the Main Library s offers are explored. The result is a handbook for user-driven innovation to be used, among other things, in the development of offers in the future MEDIASPACE. YOUng and Mindspot is an un-orthodox cooperation, where young people, youth organisations and the Main Library together seek to create a new youth library in The project will among other things result in a continuous series of user-initiated activities, the establishment and design of the Mindspot room at the Main Library, and a user-driven youth-blog at www. mindspot.dk. EU-projects. In MEeting YOUth, the Main Library worked with partners from Norway, Sweden, Poland and Denmark to pinpoint how young people through the libraries can be engaged in the development of society and democracy. The result is a best practice report: dk/meetingyouth. The project was subsidised by the EU-Commission s YOUTH-programme. Furthermore, Aarhus Public Libraries participates in two new 2-year EU projects. Untold Stories will utilise the opportunities of libraries and museums to involve refugees and immigrants in creating, storing, disseminating and sharing digital stories via the Internet. Apart from Gellerup Library, the project has partners in the Czech Republic, Germany and Greece. Entitle. With partners from 12 European countries, the project will utilise and disseminate the key position of public libraries in lifelong learning through a website targeted at politicians and institutions in the cultural and educational sectors. 17

18 A new service at the Main Library: the Bestseller Table. Here, the users can pick up the most popular books and MP3-audio books circumventing the waiting list. Hovedbiblioteket har i årets løb afviklet spændende og velbesøgte arrangementer for børn og voksne, deriblandt børneteater med Jytte Abildstrøm, smagsprøver fra Den Jyske Opera, digtoplæsninger, rockkoncerter, bogsalg, fysikshow, mindedag for folkemord og meget andet. During the year, the Main Library held interesting and well-attended events for children and adults, including children s theatre with actress and theatre proprietor Jytte Abildstrøm, samples from the Danish National Opera, poetry recitals, rock concerts, book sale, science show, memorial day for genocide and much more. God mediedækning. I forbindelse med arrangementer og de mange andre tiltag i 2007 har Hovedbiblioteket oplevet en fin pressedækning. Biblioteket har flere gange været i DR1 s TV-program Rabatten, bl.a i forbindelse med bogsalget. Fine media coverage. In connection with the events and the many initiatives in 2007, the Main Library has experienced fine coverage by the media. The library has featured several times on the TV programme Rabatten ( Discount ) on national TV, e.g. in connection with the book sale at the library. Ny- og omindretning. I Litteratur & Musikafdelingen er rammerne er blevet lysere med mere plads til materialerne og med hyggelige hjørner og sofaer, hvor man kan nyde en kop kaffe og et tidsskrift eller to. I Børneafdelingen er en omindretning, som skal give plads til både leg og fordybelse i gang. I 2007 åbnede en helt ny ungdomsafdeling Mindspot. Her er indretningen inspireret af, hvad de unge selv vil have og resultatet er et unikt rum, stemningsfyldt og spændende at udforske og allerede meget populært blandt byens unge. Rummet byder i mindre grad på traditionelle biblioteksmedier, men mere på elektroniske muligheder til visuel og lydmæssig udfoldelse. 18 Refurbishing. In the Literature & Music Department, the setting has become brighter with more room for materials and with cosy corners and couches, where users can enjoy a cup of coffee and a magazine or two. The Children s Department is presently refurbishing to allow more space for play and contemplation. Mindspot a new youth department opened in The design of the room is inspired by what the young people themselves want and the result is a unique room with a lot of atmosphere that is already very popular among the city s youth. The room offers less in the way of traditional library materials and more in the way of digital options for sound- and visual expression. Mange biblioteksbesøg gennemføres nu over internettet. Mange bestiller og fornyer materialer over nettet i stedet for at troppe op på biblioteket. Derfor er der en tilbagegang i besøgstallet, der dækker over en ny måde at bruge biblioteket på. Lånerne besøger biblioteket igennem hjemmesiden i stedet for gennem indgangsdøren. Many library visits are now carried out over the Internet. Many users order and renew materials via the web instead of physically visiting the library. Thus the number of visitors is decreasing, which reveals a new way of using the library. Users visit the library through the website instead of through the entrance. Hovedbiblioteket lægger stor vægt på social ansvarlighed. Derfor varetog biblioteket blandt andet i 2007 en del af Århus Kommunes kampagne Respekt, dialog og tolerance med en række programpunkter blandt andet i Musikhuset. The Main Library places great value on social responsibility. In 2007, the library therefore handled part of Aarhus Municipality s campaign Respect, Dialogue and Tolerance with a variety of programme items at for instance the Music Hall. I 2007 åbnede Lektiecaféen på Hovedbiblioteket som et tilbud til unge mellem 14 og 18 år. Lektiecaféen drives i samarbejde med Red Barnet Ungdom, som organiserer de frivillige lektiehjælpere. Lektiecaféen er åben to gange ugentligt og støttes af Ministeriet for Flygtninge, Indvandrere og Integrations støttepulje. The Homework Café at the Main Library opened in It is a service for young people between 14 and 18 years of age. The Homework Café is run in cooperation with Save the Children Youth, who is organising the volunteer homework helpers. The Homework Café is open twice a week and is subsidised by The Ministry of Refugee, HOVEDBIBLIOTEKET THE MAIN LIBRARY Et nyt tilbud på Hovedbiblioteket er Bestsellerbordet. Her kan brugerne hente de allermest efterspurgte bøger og MP3-lydbøger udenom ventelisten.

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20 Stor kursusaktivitet. Kurser og andre tiltag sikrer, at personalet løbende opdateres om udviklingen i litteraturen, musikmarkedet og mange forskellige faglige redskaber, så biblioteket er med på den seneste udvikling både i samfund, arbejdsmetoder og materialer. En del af personalet har desuden gennemgået førstehjælps- og hjertestarterkurser og biblioteket har fået en hjertestarter. Hvis uheldet er ude, kan personalet give kompetent førstehjælp så menneskeliv kan reddes. 20 Immigration and Integration Affairs subsidy pool. The Main Library is focused both on being an attractive workplace and on having a competent staff that can offer the very best service. In 2007, the library therefore carried out an ambitious programme of competence development for the staff: Almost the entire staff from all occupational groups accomplished a learning programme called 23 things, which enables the staff to use and guide users on the latest in Internet options; social technologies and web 2.0. Library users can now be guided on many subjects ranging from establishing their own blog and podcasting to getting started in Second Life. Great learning activity. Courses and other initiatives ensure that the staff is continuously updated on the development in literature, music and many different professional tools in order for the library to be part of the latest development both in society, working methods, and materials. Part of the staff has furthermore received training in first aid and use of heart-starters (automatic defibrillators) and the library has bought a heartstarter. In case of an emergency, the staff can administer competent first aid and lives can be saved. HOVEDBIBLIOTEKET THE MAIN LIBRARY Hovedbiblioteket lægger stor vægt på både at være en attraktiv arbejdsplads og på at personalet altid kan yde den allerbedste service. Derfor er der i 2007 gennemført en ambitiøs opkvalificering af bibliotekets personale: Næsten hele bibliotekets personale fra alle faggrupper - gennemførte et læringsprogram 23 ting, der sætter medarbejderne i stand til at bruge og vejlede brugerne i internettets allernyeste muligheder, de sociale teknologier og web 2.0. Brugerne af biblioteket kan nu få vejledning i så forskellige ting som at oprette egen blog, at podcaste og at komme i gang med Second Life.