volunteers to offer to assist customers in completing the question- naire if they would like some help. Where we have email addresses for customers, we use email to send a link to an MS Forms version of the questionnaire. Completed surveys, both paper and electronic versions, are pro- cessed by our Libraries, Registration and Archives data team. The survey is carried out annually, as we report satisfaction with the service to the Libraries, Registration and Archives steering group which consists of the Cabinet Member for Community/Regulatory; the Director for Growth and Communities; the Head of Libraries, Registration and Archives and other senior managers. The 2023 survey received the best response rate so far, at 49 per cent of customers. The satisfaction rate was 99 per cent, with 91 per cent of customers very satisfied and eight per cent satisfied. The survey also revealed the impact that the service has:
l Keeping minds active (87 per cent of respondents);
l helping people to continue to enjoy reading (66 per cent of respondents);
l helping people feel healthier and happier (53 per cent of respondents);
l maintaining independence (53 per cent of respondents); l helping people feel less lonely (48 per cent of respondents); l helping people to keep learning (47 per cent of respondents);
l helping people develop new interests or hobbies (16 per cent of respondents);
l helping people find out about support or advice (16 per cent of respondents).
Respondents also had the chance to give free text feedback on the service and its impact, and here is a very small sample of their really powerful comments:
“My volunteer is the only person I actually see every month and I find her helpful and a nice person to speak to.”
“Having the library service has been for me so uplifting for my mental health.”
“I have always loved books. I love the fact that I get a large range of books chosen for me. I’ve read authors who I may not have picked myself.”
“The volunteer helped me to apply for a blue badge. I enjoy the visit of the volunteer. I value her visits as I have no family nearby – she is my social time!”
“Fantastic service, vital for vulnerable members of the community. Enables us to feel connected to others and still able to enjoy new books.”
“Your service has provided the research tools for me to write my first novel which I hope to publish soon.”
“It has helped me develop new interests, new authors.” “Just nice to know that someone cares.”
These findings prompted the Head of Libraries, Registration and Archives to include the survey as an agenda item for the Libraries, Registration and Archives steering group. This was an ideal opportunity to advocate for the impact that the Home Library Service has for its customers, and ensure that key deci- sion makers are aware of this.
Steering Group members were impressed by the evidence of the real difference that the service makes to some of the most vulnerable members of the community. This ignited the interest of the then Cabinet Member, who focused on improv- ing awareness and take up of the service. I was able to highlight
Winter 2025 Photo © Rosie Hancock, Kent Libraries
the promotional work already taking place through social media, publicity in libraries and community venues, and engagement with other organisations working with older and disabled people. As a result of these discussions, we decided that we would focus on a promotional campaign to enable more people to benefit from the Home Library Service.
The promotional campaign was led by our Service Manager for Marketing and Engagement, and comprised two phases. Phase One focused on increasing the number of active volunteers in preparation for boosting awareness and take up of the service. This identified the key demographics of retirees and older adults looking for meaningful ways to spend their time, young pro- fessionals and students seeking volunteering experience and individuals who are passionate about literacy and community service.
Geographically the focus was on areas with high populations of potential Home Library Service customers, as well as areas with high populations of potential volunteers and communities with strong volunteer networks. The promotional campaign was a great success and has resulted in applications from 138 new volunteers to date.
We are now in the process of developing Phase Two, the promotional campaign to increase awareness and take up of the Home Library Service. This will take a targeted approach to our promotion and utilise partners who reach those who are unable to visit libraries. We will use different forms of media to spread the promotion message far and wide.
My experience of developing the Home Library Service survey, publicising its results and using them to progress the service has highlighted the importance of advocating for the services that libraries provide.
As library staff we may take it for granted that libraries support vulnerable and isolated people, but many others outside of libraries remain unaware of the services that libraries offer and the amazing impact that these can have. We must keep highlight- ing the difference we make and keep looking for opportunities by identifying key players and partners and finding openings for advocacy. One of our survey responders said: “It has restored my quality of life”. I remain committed to working to achieve this outcome for even more Kent residents. IP
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