Experiences, stories and feedback from our customers

Nicki Bobbette is the Librarian for Digital Information and Skills at North Somerset Libraries. She has worked for the library for almost 20 years, and has long experience of using netloan since it was first installed back in 2006. A recent change in role has given Nicki administrator responsibility for managing PC sessions through the netloan system, so we got in touch to hear how it was going. Steering a Course through the Pandemic with Netloan Nicki talked to us about how netloan has helped staff continue providing access to library computers through the pandemic despite the challenges presented. This has been essential with libraries offering a lifeline to the vulnerable when most needed, and enabling all to access information and resources. We talked about the importance of these services, and how libraries are now involved in rebuilding economic prosperity, raising employment levels and regaining optimism in the local community. “Our libraries are a key part of the Council’s community strategy,” says Nicki. “Libraries are at the heart of these plans, not least because of the strength of their physical locations. We’re working with the economic team to help boost local employment and develop jobseeking and IT skills. We’re perfectly placed to deliver these critical support services. “The library is collaborating with a number of organisations including the Department of Work and Pensions, the local college, and the Salvation Army. Customers can make appointments for support services at our branches in Weston, Portishead, Pill, the Healthy Living Centre and Clevedon.” Above: For All Healthy Living Centre Library in Weston-super-Mare Support from Netloan Although many local businesses needed to close during lockdown, North Somerset libraries were able to continue offering services and help to their local communities: “Libraries had dispensation to continue providing some key services to their customers during lockdown. In addition to the services we moved online, computer sessions and click and collect services were really helpful to all those who needed them. “Netloan has helped us continue to provide computers to the public over this time. It enables the library to control PC access so that we can ensure that each new user has a clean workstation and that everyone has a chance to use one. We’re using the timepads functionality so that after every one-hour session, we have time to clean the equipment and maintain careful hygiene.” Through the pandemic, North Somerset had also been fortunate to keep the availability of their digital skills volunteers. Customers on library computers in need of help can contact them by phone and receive assistance via Zoom. This allows them to continue providing support while keeping staff and users safe and maintaining social distancing. “Libraries are continuing to assist users with new digital and computer skills and upskilling for new jobs, so our public PCs are very important. They are a core part of council initiatives for getting the local economy back on its feet. “With the library’s help, local businesses are able to survive and grow. For those who finish furlough and find themselves out of work, we’re helping them to succeed as new job opportunities arise and are supporting their health and wellbeing along the way. The control and flexibility that netloan offers for keeping an organised system of access and a clean environment has been essential for being able to offer this support.” Role of Self-Service Bibliotheca kiosks for self-service at North Somerset include netloan integration, enabling users to pay for printing at the kiosk as well as issue and return books. With users now being able to pay for their print jobs by card, the library’s print revenue has increased. It’s now estimated to represent around 60% of all revenue taken, significantly outweighing late book fines. So with fewer people carrying cash these days, card payments have made it easier for customers to pay for their printing in the library. As well as providing this important revenue, printing is one of the services often in demand by users when they visit the library for time on PCs. “Self-service plays an important role in meeting library objectives, both to free staff time and to empower customers. Paying for printing through the kiosk is going very well. We aim to show customers how to do something in the first instance but then they should be able to help themselves with staff freed up to offer other services. There’s a big focus on being able to stage more events for example. When we cash up the kiosk at the end of the week, a lot of what we’re taking is for printing.” Already rhyme-times have started back up (initially with social distancing until restrictions relax), Summer Reading Challenge one-to-one sessions are taking place, and there are lots of other activities planned as part of this programme. Looking Ahead While covid restrictions have remained in place, PC sessions have been offered for essential use only. Staff look forward to when they can welcome in users for leisure purposes. The library wishes to restart code clubs and gadget clubs too. Their Community Connect Advice sessions are also important to restart as they assist users, mostly over 50’s, with digital skills and signposting to other support services. Soon appointments for IT skills and jobseeking support will be available as drop in sessions. Not needing to book these sessions in advance will mean anyone passing by in need of help can benefit right away. With thanks to Nicki Bobbette for talking to us about her netloan experiences at North Somerset Libraries.

In our case study with Bury Council Libraries, we speak to Alan Brown, Library Systems Liaison Officer, about switching to Netloan to manage their PC bookings. Bury were looking for a self-service PC booking solution that centralised all information for the benefit of both citizens and staff. Background Prior to Netloan we were using a competitor solution, however there were a number of problems and issues that we needed to resolve in order for our public PCs to be managed more effectively. We required a solution that integrated with our Library Management System and enabled members of the public to make bookings themselves. We also wanted the system to be centrally managed and configured in order for the daily running of the system to be far more efficient. The decision During our search for a new PC booking solution, Netloan was recommended to us by an authority using the same LMS as we were. We approached Lorensbergs and received an online demo of Netloan that we were free to use and play around with. We then had a full product demonstration plus a further Q&A session before coming to a decision. Having looked at a range of other similar products, our library management and staff, plus the ICT Technical Support team all chose Netloan for four main reasons: The self-service booking facility The web interface for staff to use The ability to use a printer credit system The link to our LMS Once the decision had been made, Netloan was installed by a very helpful and professional lorensbergs technical representative and I was given full training during the process. Using Netloan Self-login and self-booking have enabled citizens to ‘just get on with it’ without the need for staff assistance. Netloan is currently installed over a number of library sites, managing 67 PCs. Due to its huge success, we will be expanding to 132+ PCs in the next financial year – a move that both our staff and citizens are excited about! The self-login and self-booking facility (via our intranet) have proved to be very popular features with our users, enabling them to plan their visits more effectively and benefit from fair and equal access to the PCs. Integration The integration with our LMS has also enabled a valuable link with our users and their profiles, eliminating unnecessary administration tasks for members of staff. We have found it particularly useful that ‘child PC access’ can be automatically applied to children’s profiles via their library records. Having upgraded from our original installation, we are also able to integrate with our Citrix thin clients, making it far more efficient for our IT team to manage the library PCs. In summary Netloan is a simple and easy system to use, and has been adopted successfully by our libraries. We hope to develop with the product in the future to enhance the booking and printing services it currently offers, as so far, Netloan has proved to go beyond the initial needs we set out to meet. With thanks to Alan Brown, Library Systems Liaison Officer Bury Council Libraries For more information on how Netloan could work for your library, give us a call on 01992 415505.

How the People’s Network continues to transform libraries: Main photo above – Slough Central Library pre-People’s Network; Inset left – library computers c2002. Inset right – Slough libraries’ computers present day. Introduction  Twenty years ago a newly published report sowed the seeds of what was to become the People’s Network (PN) of computers in libraries. The project was part of the government agenda to equip the UK for the information age. Since this time we’ve seen how libraries have developed their services to deliver on this vision, integrating ICT provision into their day-to-day operations. Digging into the archives of Government reports and drawing on the memories of our library customers and Lorensbergs’ staff, we explore what has been the UK’s biggest publicly funded and most successful ICT initiative of its kind. People’s Network timeline In October 1997, the Library and Information Commission (LIC) published their report ‘New Library: The People’s Network’. Set up two years previously, LIC had been commissioned by the Department for Digital, Culture, Media and Sport (DCMS) to produce the report. It made the case for all UK public libraries to be re-equipped and for staff to be reskilled, declaring: “Libraries must be repositioned as the communications backbone of the information society if the UK is to be a dynamic and competitive force into the next millennium.” Libraries were considered to be the ideal vehicle to ‘foster the spread of vital new technological skills among the population’. It was stressed that libraries’ values and ethos would not change – technology would simply provide the means to continue in their role. In April 1998, the Government responded announcing an IT-based public library network would be in place by 2002. The New Opportunities Fund (NOF) was established with £100 million of lottery funding, and by 2001 library authorities were making their bids to bring the PN to their branches. Reflecting on the early years The PN roll-out years were witnessed by Lorensbergs’ Richard Terry, netloan Product Manager, while working for Essex Libraries… To read the complete article, please download the full text available here: The People’s Network – 20 years on. This article first appeared in the Information Professional, November 2017.

Andrew Jackson, ICT Team Lead for Community Applications at Manchester City Council and David Green, Manchester Central Library Customer Services Manager, discuss how they worked with Lorensbergs throughout their Central Library’s major renovation project. They also cover how netloan PC booking supports their management of public computer access across all district library sites. Background – a greater shift towards self-service In 2010 Manchester Central Library closed its door to begin a massive renovation and refurbishment project. At this time the City Council was beginning a channel shift towards self-service. Budgets were shrinking and the Council needed to adapt by exploring new ways to reduce customers’ reliance on staff assistance. Upon its reopening, the Central Library would need to operate with less staff despite having a substantial increase in public space to manage as a result of the renovation work. Even so, the management team recognised that if self-service was approached in the right way this could bring advantages to customers. The netloan PC booking solution was already in use throughout Manchester City Council Libraries but it was recognised that the Central Library’s needs would be quite different from the other branch libraries. In addition to the self-service element, the netloan installation needed to complement the expansive scale of the redeveloped building’s design and layout, to support customers as they explored and discovered the facilities available. It also needed to support their objectives around sustainability with auto shutdown functionality and the ability to achieve a quick evacuation of the building in an emergency. The team spoke with Lorensbergs’ account and technical staff to discuss possible approaches. “Lorensbergs offer really good levels of support and consultancy. There was a lot of advice and input on advising us on the best way forward and the right solutions,” comments Andrew. The team decided that a ‘walk up and book’ approach to PC access would support their objectives, whereby users secure and begin their session by logging on directly to the PC required. “The great thing is that netloan has a number of solutions that lets us put in place what best suits customers. And what we decided here was that ‘walk up and book’ was the right solution and we’ve never had any reason to go back and change it. It just works.” New technology supports a new way of working During the project, the Council’s ICT team took the opportunity to explore how a new deployment of netloan could support a more efficient method of maintaining their estate of public PCs, with over 400 PCs across their district branches in addition to those at the Central Library. “As part of the central library project, we needed to look at how we delivered our public access computer service,” Andrew explains. “Lorensbergs offered us advice in how to deliver exactly the solution we wanted – a centrally managed solution with better control and the ability to automatically deploy software and antivirus updates. Netloan supports this model to use new improved technologies. We now aspire to roll out the same PC deployment model to our other library sites.” While working on the new netloan deployment, Lorensbergs’ representatives made onsite visits and were available for plenty of follow up conversations and testing. This partnership approach ensured everyone was confident that the new set up would run smoothly for the reopening day. “Lorensbergs works very closely with our technical teams and offers first class advice. After every installation, they’re available for follow up conversations so we are assisted with everything – the testing, the training – and so upon opening we were very confident about our PC service,” says Andrew. “There was so much change and it was great to have confidence that for PC access all would go smoothly. This was one of the big IT issues that we had to get right.” Reopening day – meeting customers’ needs On 22nd March 2014 the reopening was a huge success, with all going smoothly as customers filed through the doors and began exploring and using the new facilities. The Library provides 170 public access PCs, each allowing customers to walk up, book and begin their session right away. This enables each visitor to find the best spot in the library before beginning their computer session. Areas vary in liveliness, noise, and lighting, and the PC walk up and book approach suits more freedom of movement so that, in the Central Library environment, individual needs and preferences can be met. The Library and its services have been extremely well received since the reopening. In the first year, it has seen 1.3 million visits, with up to 6,000 visitors per day. There are six entrances/exits to the Library, and it’s important that customers can enter and get started on a computer without needing to find a member of staff or locate the enquiry desk. Netloan offers a very intuitive method to access the service, with only the usual library borrower number and PIN required to begin a computer session. A computer session length restriction of one hour ensures that there is fair access to resources. Meanwhile, senior citizens are allowed two hours and there are three hour sessions available for people with visual impairments. Customers find there is usually sufficient capacity to get on a computer without needing to wait. This may be in contrast to some of the other library sites, where at smaller branches demand may often outstrip supply. For these sites, the ability to book computer sessions ahead online via netloan or at a kiosk terminal provides customers with the certainty that their library visit will be successful in getting time on a computer. A system that supports library staff With netloan’s intuitive booking and login processes, library staff are freed up to help customers with other enquiries or tasks. This is particularly important in the Central Library as staff often have greater demands on them due to the variety of different library users. The Library buildings combine a number of services including a police station, council customer services and an employers’ recruitment centre. The Library works in partnership with these services, offering enquiry support and computer time to service users. The self-service aspects of the netloan service enable staff to focus on other activities. “Netloan is so reliable, it does exactly what we want. It’s great because it’s a system that we don’t really need to think about. It’s self-service, it works, customers understand it. It’s what staff and customers want so they can get on and deal with other tasks or enquiries,” comments Andrew. When it comes to system administration staff find netloan easy to use, and there is no need for any dedicated training. This is particularly important given the Council’s policy of staff rotation and its joined up approach to offering services. Co-location of services isn’t limited to the Central Library. The branch libraries also sit alongside other facilities such as a leisure centre, a young people’s Academy and an adult education centre. Even staff with no prior library experience can pick up using the netloan system quickly and intuitively “Over several years of using netloan, it’s been really stable and reliable. Unlike other packages, we’ve not had any issues with it,” says David. “It has a lot of useful features – it’s really useful to be able to make PC bookings across multiple sites, for example for customers visiting the central branch but requiring another session at their local branch. “As for the management of time, we just couldn’t really operate without it. Everything’s automated around use such as the number of hours and the ability to control session length by type of user, whether you’re a regular user, a pensioner or visually impaired. It allows us to occasionally suspend users and it has useful features such as group bookings that we set up for events. “At the end of the day it really comes into its own, with the automated shutdown and giving PC users plenty of warnings that there are only so many minutes left until the end of their sessions.” What next? Further development work continues within and around the library, including a second metrolink crossing, a link to the Town Hall and a second Library café. With so much to explore and further increases in visitors anticipated, the team is looking at varying session length restrictions according to PC location. Shorter sessions on PCs towards the front of the building will encourage visitors to explore further inside while allowing those users with quicker tasks more opportunity to grab a ‘short stay’ slot. Netloan supports future planning as Andrew explains: “Every quarter, the management team are really interested to see the PC usage statistics. Netloan standard reports give managers everything they need. They can see the level of use by library area with PC usage being the yardstick. Some areas are more heavily used than others, and the PC usage figures highlight these trends. Netloan supports the management team in developing strategies to move people through the building. We’ve got books, exhibitions, a local history museum. It’s important that customers make the most of their visits and that we remove bottlenecks.” The Library is also planning to introduce laptop loans via netloan. This had previously been offered for use onsite but the demand has been so high that netloan is required to manage these portable devices in addition to the PCs. In summary Manchester City Council Libraries and the Council’s ICT team have enjoyed a long relationship of working with Lorensbergs and using the netloan PC booking system. The success of the Central Library project is testimony to Lorensbergs’ expertise, and the effectiveness of their collaborative and supportive way of working with netloan customers. “Lorensbergs’ staff are very professional and quick to respond to requests for information,” says Andrew. “It’s a relationship that we are 100% positive about – how Lorensbergs have developed the product and also the way in which we’ve been supported throughout the central library project. “Working with Lorensbergs is a partnership where both parties strive for the same thing which is offering a top quality service to customers. I feel we’ve always worked well together and a project like the Central Library is an ideal example of how their input, advice and solutions make all the difference,” concludes Andrew.

At Staffordshire Libraries, the People’s Network (PN) roll out of library computers was a massive project. It modernised more than just the facilities in libraries, but their public image too. Simon Warren, Client Services Team Leader, recollects how his team rolled out 640 PCs in under a year to meet the launch deadline. Getting started in the early days “There was a big buzz around libraries and the funding that they’d won. It was a massive change in what they were for and how they were perceived. We put in our bid for funding in July 2001. We had just a handful of PCs at that time, off network on dial-up connection, across a few library branches, typically used for writing CVs using Microsoft Word and then printing off.” The PN project involved improving the overall infrastructure of the network at Staffordshire and installing broadband. Once the PCs themselves were procured they were individually configured and rolled out. “It impacted the layout of libraries, as staff figured out where to put all the new terminals – some intense floor planning was required! We also needed to work out how to keep them secure, both technically with the right applications in place, and physically to keep hold of the expensive new hardware. Unfortunately there were some early thefts to deal with. They were bolted to the desks, but this didn’t deter some thieves from breaking in at night and stealing them using a circular saw!” Simon describes that there were some early delays in the PN service taking off but that it soon proved popular. “Initially the take up was slow due to low key publicity. Too much too soon would have overwhelmed library staff. But once word got round that you could go to your library and access computers with broadband, it was very appealing. Many people were still on dial up at home even if they did have a PC. It was quite revolutionary!” Library staff and the People’s Network “Staff training was a big issue, with many libraries not having any PCs previously at all. Their job role changed really overnight. They now needed some technical ability to be able to help users. Training was mainly provided by the library service staff rather than the councils IT department, to get them up to speed, but it was a mammoth task and took longer than the PC roll out itself.” Administering the PN also needed some additional technology to manage public access: “With the increase from a couple of PCs to as many as 40 per branch, staff were unable to cope with ensuring fair access. Some people logged in and stayed on the computers all day and we needed to install netloan, a PC booking software to manage PC session length. It sorted out the problem right away though.” There were also some unexpected upsides, supporting library staff in their roles: “Automatic PC logouts timed to 10 minutes before lights out is an invaluable method encouraging customers to leave at closing time. It’s very effective indeed! At last we were able to close our libraries on time. And customers accept it as long as they’re given enough notice and polite warnings on their screens beforehand. “Print payments had been made on an honesty basis, and only a fraction of the amount due was ever received. We didn’t realise at the time how frequently this happened. It was only with netloan print payment and release that we saw this revenue really begin to flow. It was a real revelation! Overnight, netloan radically changed libraries.” Growing reliance on the PN “Over time, we’ve expanded our role and people are increasingly being directed by other agencies to the library, such as jobseekers from the Department of Work and Pensions. There’s definitely the expectation now that the library is where you go if you want free internet access, or if you need support in filling out online forms. “Despite the increase in home computers and broadband, there remains the need for IT access within libraries, and people can feel let down if the library PCs aren’t working. We hear from our libraries that if funding was available, they would happily accommodate more PCs. Budget pressures have meant we’ve had to look at reducing the number of Library PCs while demand has been steadily growing. Consequently we have had to be increasingly efficient with the budget we have.” Staying relevant At Stafford Library the Library Service has invested in an innovation suite which is a great example of how good facilities attract a wide audience. “It’s got up-to-date computers, coding products and clubs, netloan Wi-Fi printing and 3D modelling. It encourages youngsters to come in and get into programing. A teenage section with touchscreen PCs enable users to have space for three at a time. The seating is designed in this way, so users can interact with each other while using these screens, but we’ve found that they’re not only popular with teenagers, but people of all ages! It’s been very interesting to see. “Wi-Fi access is also relatively new. All Staffordshire Libraries now have Wi-Fi and a growing number now have Netloan wireless printing so users can bring in their own devices, access the internet and print directly, while enjoying the libraries’ great facilities and technology. “I think there will always be a demand for fixed PCs, a lot of people are familiar with that technology now, but these additional services have attracted a wider audience. It’s a big win to enable people while out and about to pop in and print off their documents. We now have 12 of our libraries using Wi-Fi print. “We’ve put a number of touchscreen devices in at Stafford Library in addition to the regular PCs. Microsoft tablets, and large (32” portrait) wall mounted touchscreens which enable access to the online library catalogue, local information, NHS choices, trading standards, bus timetables etc. That information has always been there, but now the way we’ve done it has made it much more accessible. Staff have been encouraged to work with these products, and then their enthusiasm comes across to users.” Always an indispensable service There are countless situations where people are relying on using a library PC and can be quite desperate in getting something done. “One lady was on her way to an interview with her paperwork and CV. But it got wet and was impossible to read after she dropped it! She had to get it printed off again and came into the library where she was quickly able to do this by accessing her email from one of the machines here. Unfortunately, we never heard if she got the job! “And quite frequently, people rely on us for printing travel documents, for example, when their printer cartridge runs out unexpectedly and their flight is due the next morning. “Our 3D printer has also proved popular for project work. Very soon after we first introduced this facility, a girl used it to produce a pyramid for her school project on Egypt, which really made a big difference to the standard of work she was able to hand in.” Summarising on the importance of the PN, Simon concludes; “If this resource was to disappear overnight there would be public outcry. I know that simply from the few times we’ve had network issues and the machines haven’t been available. There’s an expectation now that we provide these facilities and they are always available for people to use.” With thanks to Simon Warren at Staffordshire Libraries for kindly participating in this People’s Network 20th Anniversary case study.

This review explores a number of recent major library projects involving Lorensbergs’ Netloan PC booking software customers. Following these projects, use of library services has increased in response to the modern and inviting facilities provided. They have also created some inspiring new urban landmarks. In each case, the digital offer developed and provided by these libraries is a core part of services – an essential element that we are committed to supporting and developing through our Netloan portfolio. The review is available to download here.   The following libraries are included: The Word, Tyneside Halifax Central Library, Calderdale Limelight, Trafford Storyhouse, Chester Manchester Central Library Stafford Central Library, Staffordshire Watford Central Library, Herts Beeston Library, Nottinghamshire Dunfermline Carnegie Library, Fife Oxford Central Library The Curve, Slough The Library of Birmingham Library at Willesden Green, Brent   Photo credit: Julia Chandler/Libraries Taskforce

Wakefield District Council in West Yorkshire has 13 local libraries, with a total of 260 public access PCs on the People’s Network. The method for managing PC access and data reporting required improvement across the service.  Sue Eustace, Assistant Library Manager liaised with Lorensbergs regarding the library service moving to Netloan for PC session management and Wi-Fi authentication. PC management in some libraries was causing inefficiencies in the use of staff time due to issues with the PC booking software previously in use. The remaining libraries used only a paper-based method, with a sign-in sheet which required staff supervision, and also required some intervention to ensure fair access to PCs and for general library management. Wakefield council used a tender procurement process to select a new PC booking system to cover their  key 12 branches that required improved PC management. The new system was also required to manage Wi-Fi authentication and reporting as part of the project, including the ability to facilitate tiered filtering for adult and child library users and to provide management data. Choosing netloan Wakefield selected netloan based on the scope and quality of its functionality as well as the value for money that it represented. Throughout the process, Lorensbergs was found to be responsive, professional and efficient at keeping the project team updated. “Working with Lorensbergs as we changed PC booking system was brilliant,” comments Sue. “It’s been a very good relationship, very professional and always a quick response to any questions or service calls.” Since installation of netloan, computer session control has become much easier for staff, with sessions now being automatically implemented and managed, avoiding the need for paperwork and ensuring fair access. “Netloan makes it easier for customers to get on to PCs, flags up when they need to get ready to finish their session and save their work, and then logs them off automatically. Even in smaller branches with lower PC use, it avoids the need to ask users to finish their sessions at closing time. It just makes life a lot easier for staff.” An easier system for staff Staff have benefited immensely from the range of online administration tools in netloan. The management of libraries is organised into East and West divisions. The online administration functions allow managers to configure and adjust PC and Wi-Fi session control without the need to be onsite in the libraries, and with no dedicated administration terminals required. This really helps with the logistics of multi branch management. “The ease of using the software and being able to change settings are really useful in netloan. We didn’t have much administration flexibility in the last system, or opportunity to change things when not on site, which caused problems as managers are located in opposite ends of the district. They find the centralised netloan administration tools really useful and easy to navigate. Staff feedback has been really positive from everyone using the system. “It’s useful not needing to have a dedicated admin PC using netloan. Staff can make changes from any PC or device. You can use it from anywhere, staff can get on to netloan and make changes right away. “I’m the overall assistant manager for the Library service, and I can sit at my desk in Wakefield and look at all the activities that have happened from netloan on my machine. Previously, I couldn’t get any statistics on PC or Wi-Fi usage – I used to have to ask each library to get them for me, because it was on their own dedicated terminal. “It’s also improved security around PC use while further reducing administration support. In the previous PC booking system, if people didn’t close down properly at the end of their session, the staff had to clean the PCs from their admin terminal. In busy branches such as Wakefield library with 60 PCs, this took up a lot of staff time, cleaning and restarting the PCs.” Tiered Wi-Fi filtering at Wakefield The Arts Council England (ACE) funding in 2015 had enabled the authority to roll out improved Wi-Fi across its libraries, extending coverage beyond its initial two branches in Wakefield and Pontefract. Wakefield libraries are on the Yorkshire and Humber Grid for Learning which determines appropriate internet filtering levels. In line with local schools’ internet access policies, child filtering for internet use also needed to be applied in the region’s public libraries, including Wi-Fi. The ability to offer more than one tier of Wi-Fi filtering enables internet access to be tailored appropriately for all users, avoiding the need for adult users to be confined to a family-friendly filtering restriction. The netloan Wi-Fi module implementation makes it possible to manage multiple layers of filtering, so all users are supported appropriately. Sue adds “We needed our customers to have the same experience whether they were on a People’s Network computer or whether they were accessing the internet though Wi-Fi using their own device. The different filtering levels allows for this.” Furthermore, the reporting provided by the netloan Wi-Fi authentication module provides Wakefield with some important data. As part of the ACE funding, it’s necessary to maintain records of Wi-Fi use and netloan helps to provide this information. Adding flexibility to PC access management Wakefield Libraries operate a 2-hour session policy, after which time users need to ask staff if they can override the restriction to allow them to have more time on the computer. This is easily achieved using the netloan booking wizard feature, which allows staff to quickly override the initial time allowance. Until this point, access is completely self-service, with users walking up to the PCs and logging on using their membership number and PIN code. Users are clearly informed about the amount of time that they have left to use on their PC, with reminders to save their work in plenty of time before they are automatically logged off. At present, staff discretion for session extensions is working well. Netloan also offers an automated session extension feature which includes user notification of any additional time available on the PC and manages the whole process. Wakefield may activate this functionality in the future to bring added self-service and flexibility to how PCs are used. The future working with Lorensbergs Across Wakefield’s branches, PC use is reported to be steady and remains an essential resource for library users alongside the improved Wi-Fi provision. The need for efficient PC management continues, especially as some library branches’ PC use is heavily oversubscribed. Demand for PC and Wi-Fi facilities is anticipated to rise for small businesses, who are being encouraged by the Council to use local libraries to help get established. The arrival of refugees and asylum seekers has also already increased usage in some areas. Advance bookings for PCs is being introduced using the netloan PC reservation functionality, with the link to the netloan booking calendar included on the Wakefield Libraries’ webpage. This will help users to secure the sessions they require for certain days or times. It will also enable users to secure time on a preferred terminal within the library. “Some people like to come in on certain days,” comments Sue, “And sometimes they prefer to use the same computer, and to guarantee having access at a particular time. This will be useful in some branches where the computers get oversubscribed. In Wakefield Library for example this will be used a lot.” The library authority is looking forward to working with Lorensbergs as service policies develop and new services are introduced. Both the Netloan charging module for introducing some fees for PC use, and the Netloan Wi-Fi printing module are on the roadmap as part of library development and management. Conclusion Sue is happy to recommend Lorensbergs and the netloan portfolio to other library authorities. “Staff feedback has been that netloan is far simpler to use than the previous PC booking software. All libraries have really adapted to using netloan and there haven’t been any issues at all. Netloan is a good value for money product, easy for customers and staff to navigate, and comes with good customer service from installation to support. I wouldn’t hesitate in choosing Lorensbergs again.” With thanks to Sue Eustace at Wakefield Libraries. For further information, please call 01992 415505 Email enquiries@lorensbergs.co.uk

Wi-Fi printing at Slough Libraries is an important part of the digital offer and a service they are proud to provide. Lorensbergs talked with Patsy To, Operational Manager for Libraries and Culture at Slough, about the library’s introduction of Netloan Wi-Fi print and how it’s been welcomed by staff and customers. Patsy also updated us with feedback on some recent enhancements to the module. “It’s a service we’ve provided since early 2019 and gives a great example of how we continue to develop the digital services in our libraries,” explains Patsy. “We’re continually looking to improve all things digital – faster Wi-Fi and better computers. It’s important that we’ve also enhanced our printing. We would highly recommend Netloan Wi-Fi print – it’s one of the best decisions we’ve made!” Photo credit right: Julia Chandler/Libraries Taskforce Meeting user needs to print wirelessly As libraries continue to update and expand the technologies they offer, Slough’s introduction of Wi-Fi printing met a growing expectation amongst users: “Library customers would assume that the library supports printing from personal devices. They would ask ‘Why can’t we?’ when wanting to print from their phones, tablets and laptops. Libraries need to constantly adapt, so it’s great we’ve been able to expand our use of Netloan to provide this service and meet customer expectations. “As it was important for Slough Libraries to introduce a Wi-Fi print service for our customers, it was the first thing I prioritised in my role. Printing is also the biggest revenue generator for Slough Libraries, so it was an obvious service to invest in and expand – to be able to provide PC printing and Wi-Fi print side by side. “Since the pandemic lockdown, digital services are even more important and it’s what libraries need to continue to develop. At the time of introduction though it still felt pioneering and we were really pleased to start offering the Wi-Fi print service.” Getting started “Training was delivered over two days for Wi-Fi print. We took an informal approach to enable staff to get used to it, and practise using it from both the customer and staff perspective. This worked really well. We began with a soft launch of the service, then when staff were completely confident with supporting the process, we began to publicise it. “A stack of flyers were left in places where users with devices were most likely to be spending time in the library. Crib sheets to support quick understanding on the processes were circulated to all staff. All the materials provided by Lorensbergs were used and very helpful.” Staff and customer experience of Wi-Fi print “Staff find using the service is quick and easy. When news got round that we offered wireless printing it encouraged new users to come into the library with their devices. It’s also succeeded in meeting the needs of existing library members.” Some customers are very familiar with their devices, and prefer to print directly from them to a library printer. Some are working from home and simply wish to drop into the library to print a job without logging onto a computer. Providing Netloan Wi-Fi print meets this demand, providing opportunity to create paper copies of the many types of documents and information stored on mobile and home devices. “Customers need to print off forms before completing and returning them. They need to print legal documents, tickets for events and travel, and parcel labels. “They’ve found that using Netloan Wi-Fi print has made using library print services much quicker and generally provided a very positive experience. “Staff are quickly able to show someone how to print from their own device which is great when the library is busy. We also provide users with supporting materials, so they can easily see the steps needed to connect their devices to the service. Posters from Lorensbergs help publicise availability of the functionality to all customers using the library.” An update from Slough Libraries Following some developments to Netloan Wi-Fi print, Slough Libraries relaunched the module in 2022. They had also recently introduced the ability for customers to pay for their printing on the self-service kiosks. Patsy shared some new feedback and reported that Wi-Fi print continues to offer a great experience for both customers and staff: “The relaunched Wi-Fi print module is working like a dream. It is way more streamlined and the fact it is the same for iphones and androids makes life easier. We are also finding self-service print release from the kiosks to be a great experience for our users.” In conclusion “Printing in libraries is essential to meeting customer needs – it’s what our customers want and Netloan Wi-Fi print is a key part of this at Slough. Computer printing is still required and it’s essential for continuing equal access to library services, not least for jobseekers and benefit claimants. Having a combination of desktop and wireless printing means that all needs are met, and our libraries are able to provide the same quality and speed of service for printing from all types of device.” With thanks to Patsy To and Slough Libraries.

At a recent Netloan user group, we were excited to hear from Bristol Libraries on how their self-service set up has been adding value to library services. Stan Tattersall, Library Technology Officer, presented on the libraries’ use of self-service kiosks with Netloan PC booking and print management integration. It provides customers with the ability to reserve PCs and pay for printing, alleviating staff of routine admin duties during staffed hours. It also complements Bristol Libraries’ use of bibliotheca’s Open+ service for unstaffed extended hours of access which is in use at three branch libraries. Bristol has a total of 27 libraries providing public access to 238 PCs. Further PCs are available for customer use in the Highways and Planning Department and the Public Records Office. Each month around 5,500 customers make use of the PCs, which amounts to a total of 19,000 individual sessions. Developing the self-service offer as part of Bristol Libraries’ service delivery has been a journey, and staff are beginning to see some very rewarding results.     Photo credit top right: Julia Chandler/Libraries Taskforce   Above: Stan Tattersall, Bristol Libraries, presents at the Netloan user group. Library users appreciate the quick way of getting things done when using the kiosk. Customer feedback indicates that they find the kiosks intuitive to use, and that they enjoy having the choice of either self-service or staff assistance when needed. Self-service is often a desirable way of using library services, with many customers preferring to make simple transactions such as PC bookings on their own without staff intervention. It’s something that customers have come to expect. Meanwhile staff are able to direct their help where needed, assisting other computer users with internet and technology-related queries. Staff and customers are pleased there’s no longer the need to join a queue for assistance, plus kiosks enable users to select which PC they would like to use within the library, showing when each is available. Further feedback indicates that users are more comfortable paying for and releasing their own print jobs, which may include confidential documents. In Bristol’s Central Library almost 50% of PC sessions are reserved via the kiosk. 25% of PC sessions are via direct logon, with the remaining sessions booked through staff, often to guest visitors to the area. Almost 13,000 page prints are managed every month through the kiosks. Extended access opportunity for library customers Above: Bristol Libraries’ branches with extended access open hours Bristol has provided extended access to some branches with a pilot of the Open+ solution which involves swipe card access to library members. These libraries are open daily from 8am-7pm. Between July and September 2017, almost a quarter of PC bookings at these branches occurred during the extended hours, with 11% of registered users taking advantage of the additional time open. Feedback from the public has been positive, with customers enjoying the quiet time offered by extended access, and the opportunity to visit the library which may have not been possible for them previously. It’s proved helpful for parents after the school run and also good for those who want to book their children on to the PCs to complete homework. So extended access combined with PC booking and print release on self-service kiosks has proved to be a successful combination at Bristol. They use a number of multi-purpose RFID enabled kiosks – for both book and PC/printing transactions – plus Netloan dedicated kiosks for computer and print management. The kiosks give users the ability to continue using the library facilities during these extended hours, and it’s great to see how it offers added flexibility and confidence for more people to use the libraries’ services more often.   With thanks to Stan Tattersall at Bristol Libraries for some very interesting insights into kiosk use at their libraries.