The need
Social isolation and loneliness can have a huge impact on people’s physical and mental health and wellbeing. People at risk include older people and, with the pandemic highlighting this as an issue, the Manchester library service wanted to play its part in combating social isolation for older people as part of the Age-friendly Manchester Strategy by ensuring their spaces and services were as age-friendly as possible.
The solution
Libraries were already seen as an important feature of Age-friendly Neighbourhoods as they are uniquely placed to offer services which can help to improve life for older people. They can be a safe, free and friendly place for older people to visit and use and can help tackle barriers around social and economic deprivation. With this in mind, Manchester libraries decided to establish and commit to a set of age-friendly standards to ensure their facilities and services could encourage more older people from the wider community to visit. This is particularly important for any older people who may be socially isolated and/or lonely.
The approach
Manchester library service proposed introducing a formal recognition scheme that provided a standardised framework for making all 22 libraries across Manchester welcoming spaces for older people.
The process meant the library service consulted on user needs and reviewed their service provision to make sure the standards were appropriate and that they were implemented well.
The library service initially developed a good understanding of users’ needs and ways to address them by consulting on plans at the Age-friendly Manchester (AFM) Assembly, the AFM Board and the Neighbourhood Coordination Group. These findings were used to create a set of ten Age-friendly Library Standards, which define the level of service older people can expect (see below).
Next, two rounds of age-friendly audits checked how well the standards were already being applied. First, library staff conducted self-assessments for each library, covering the physical space and service offer. These resulted in initial changes to seating, signage and activities offered.
Customer service audits were then carried out by older people recruited from library volunteers, customers and friends. They spoke to older people who used the libraries, who then scored how well each standard was met and identified what could be improved upon to meet the standards.
Following these audits, service development managers worked with library managers to ensure that age friendly actions were added to local library development plans and were implemented.
In recognition of the commitment made and the steps taken to implement it, all 22 Manchester libraries were granted ‘Age-friendly Libraries’ status by Age-friendly Manchester. The Standards are displayed in each library.
Manchester Age-friendly Library Standards
We will:
- Ensure you feel welcome. Our staff will ensure your visit is a safe, enjoyable and positive experience. Services inside the library will be well signed for better wayfinding. This is your Library, please do let us know how we can help you.
- Encourage Social Engagement. We offer a diverse range of activities; some are aimed specifically at older adults. Our libraries are comfortable places in which to sit, socialise and enjoy the company of others.
- Be accessible. Our libraries are well lit and clutter free with no services only accessible by stairs. We will pay attention to the needs of those with mobility issues by offering: supported access through doors, flooring that is even and clutter free and an accessible counter service.
- Have places to sit. You will find a sufficient range of seating throughout each of our libraries, and we will ensure seating is always available near entrance points where you may need to rest or await transport.
- Offer volunteering opportunities. We want to hear about the skills you have that you want to share with others.
- Have large print books, talking books and e-books. We will ensure our stock is age appropriate and meets the broad needs and tastes of Manchester’s diverse communities. We will promote our Books to Go Service to those not able to get into the library.
- Support you with your computer use. Our staff and volunteers will patiently support those who need additional IT support. Our “IT Drop Ins” are designed for new users. We will work with partners to offer additional IT training.
- Provide information. Where we cannot support you with your enquiry we will signpost you to someone who can help.
- Display leaflets and posters. We know how important access to information is. We will keep our notice boards up to date and relevant. They will be easy to see and interact with. We will promote our activities across the community.
- Have toilet facilities including accessible toilets. These will be checked regularly for cleanliness and supplies.
The actions
The standards have been implemented in a variety of practical ways.
Staff training
All library staff are aware of the age-friendly standards and of issues that can affect some people as they age. Staff have received bespoke dementia awareness training and attended workshops on how to set up and facilitate age-friendly groups, activities and events.
Age-friendly spaces
Each library has created a vibrant ‘Age Friendly’ area with new seating and refreshment trolleys, where older visitors can be comfortable and enjoy the company of others.
Age-friendly notice boards
Older people need easy access to information in different formats. As well as making information available online, each library displays an age-friendly noticeboard. These are kept up to date, are easy to see and read, and promote community activities and information. They are portable so can be on prominent display during coffee mornings or other sessions.
Age-friendly Hour
All libraries hold a weekly Age-friendly Hour, offering social activities and refreshments. These are scheduled at quieter times of day so staff can spend more time with customers, for example providing additional support online or having a chat. In most libraries, this now takes place directly before or after toddler story times, to enable inter-generational crossover. Watching the children singing and enjoying story time can give a positive boost to older people who may be feeling a bit lonely.
Links with other services
Libraries invite other services to Age-friendly Hour sessions to provide added benefit. This also helps those services reach older people who might benefit. For example, sessions have covered health prevention, advice on the cost of living, and fire safety.
The benefits
Making the commitment means that the libraries can now display a Manchester Age-friendly Library logo. This makes it clear what older people can expect from that library.
Following the implementation of the Standards, a survey conducted by the library service in 2023 found that 44% of respondents often or sometimes felt lonely but 73% of these said the library helped to reduce feelings of loneliness. Respondents commented on how much they enjoyed visiting their library and how being among others had been important for their wellbeing. Libraries have received further positive feedback, such as these comments from an older customer:
