CASE STUDY

Revitalising Organisational Values and Behaviours At The UK’s Largest Library

The Challenge

The Library’s Background

In 2021, the Library partnered with Let’s Talk Talent to address concerns raised in an employee engagement survey, which highlighted issues of poor behaviour within the organisation. In response to the feedback, a task force was created to assess and refine how the Library’s values and behaviours were defined and communicated to employees. Recognising the need for an objective external perspective, the Head of HR engaged Let’s Talk Talent to support the Library in bringing their values and behaviours to life in a way that would resonate with their community.

The Library’s Objective

The Library partnered with Let’s Talk Talent to review its organisational values and behaviours, assessing whether they were aligned with the current and future needs of the organisation. Our objective was to evolve these values into a clear, actionable framework, articulating the behaviours expected of all employees and embedding these standards across the employee experience.

The Library’s Goals

  1. Define practical values and behaviours
  2. Set clear expectations between acceptable and unacceptable behaviours
  3. Integrate into employee experience so that it becomes standard practice
  4. Launch and embed the framework

Approach and Implementation

To achieve these goals, Let’s Talk Talent undertook a comprehensive approach:

  1. Values and Behaviours Audit: We conducted an in-depth review of the Library’s existing values, assessing their relevance and clarity, and identifying areas for enhancement to meet the organisation’s evolving needs.
  2. Framework Development: Based on feedback and insights from the task force, we co-created a behaviours framework, defining what each value meant in practice and outlining specific behaviours that aligned with the Library’s vision.
  3. Manager and Employee Engagement: To ensure a smooth rollout, we designed targeted interventions to introduce the framework across the organisation. This included manager training sessions to equip leaders with the tools to champion the framework and drive alignment in their teams.
  4. Embedding into Core Processes: We integrated the new values and behaviours into the Library’s performance management, talent management, recruitment, and leadership competencies, ensuring a consistent experience for employees at all touchpoints.

The Results

Impact and Results

The newly created behaviours framework quickly became an integral part of the Library’s culture, with impressive outcomes including:

  • 80% Attendance at Framework Rollout: High engagement at the rollout sessions demonstrated employee interest and commitment to the Library’s updated values and behaviours.
  • Creation of 5 New Core Values: These values provided a fresh, relevant foundation for the Library’s culture, setting clear expectations for all employees.
  • Promotion of Senior Sponsor: Due to the positive impact of the programme, a senior sponsor from the project was promoted, recognising their key role in driving the initiative.
  • Embedded into Leadership Competencies: The new values were incorporated into leadership competencies, reinforcing their importance at all levels.
  • 100% Utilisation Across the Organisation: The framework is now used consistently throughout the Library, guiding behaviours, and expectations organisation-wide.

Conclusion

This project illustrates the powerful impact of revitalising organisational values and behaviours. By co-creating a clear, practical framework and embedding it into the employee experience, Let’s Talk Talent helped the Library create a unified, purpose-driven culture. The updated values and behaviours now serve as a foundation for decision-making, performance, talent management and recruitment, aligning employees and leaders alike in support of the Library’s mission and vision.