Experiences, stories and feedback from our customers

Self-service options at the Royal Borough of Kensington and Chelsea (RBKC) Libraries have been boosted with the introduction of card and contactless payments for releasing prints at the selfCheck kiosks. Netloan for selfCheck’s new functionality adds support for card transactions, complementing the cash payments already supported. It’s been gladly welcomed by customers and staff at the libraries. Lorensbergs spoke with Mike Green, Library Customer Services Officer at Chelsea Library and Branislav Kulas, Senior Systems Officer at RBKC. We discussed their experience introducing the new print payment service on the kiosks, and working in partnership with Netloan and bibliotheca. “The ability to use cards to make self-service payments for printing has been received very positively by our library staff. It’s something they’ve keenly anticipated introducing. Both customers and staff like the new selfCheck kiosks with quickConnect Netloan integration. They enjoy using the interface and find the software even faster to use than before. “Following our libraries’ reopening and greater footfall, customers are quickly familiarising themselves with the new kiosks so we can see that routine customer enquiries around printing will reduce, enabling staff to help more customers with other tasks. The clear interface makes the process of paying for and releasing print jobs self-explanatory for most customers. There are some who require assistance initially or wish to clarify correct procedures but our staff are always happy to help.”   Photo left: Netloan makes it easy for RBKC patrons to pay for and print their jobs at the selfCheck. Here is a 1000 unit example. Right: A selfCheck 500 kiosk (card only) example unit at Chelsea Library. Top photo credit: Julia Chandler, Libraries Taskforce. Reducing cash transactions and increasing self-service RBKC Libraries decided to introduce Netloan card payment on the kiosk for a number of reasons. Given that society has increasingly been moving towards cashless transactions it is important our libraries offer a full range of payment options to our customers. It offers greater choice and flexibility. We’ve seen that more and more payments are being made by card on the kiosks and customers have welcomed the new payment option. It’s good we’ve been able to start providing this service, especially as during the pandemic fewer people are carrying or withdrawing cash. Self-service card payments support greater health and safety in the library around Covid. Availability of contactless, less direct contact with staff through self-service, and reduced cash handling have all become more important. It’s also part of a wider push towards cashlessness, as reducing cash processing saves time and expense for the library. > Patrons view the documents they have sent to print at the kiosk. They select and proceed to payment. Choose your payment method. Here cash has been selected. Here card is the payment method selected. Pay and the documents are printed out. Importance of PCs and printing in the library Providing access to computers and printing continues to be an essential aspect of library services at RBKC. A big part of library footfall and use is linked to our IT offer. Users continue to come in to print general ‘day-to-day’ documents and CVs. The computers are often busy with users relying on them for internet and email. Regular library users were really grateful to see us open as much as we were able to over the lockdowns for PC and printing services. Now the libraries have reopened following the third lockdown in England, and customers have improved access to our facilities with more opportunity to use them. We’ve had a very positive reaction from customers. It’s easy for them to pre-book their PC sessions via Netloan, or they can turn up and book a session on arrival at the kiosk. There are still some restrictions due to Covid, and not all PCs are currently available to allow for social distancing between users. However, we’re hopeful in time we will be able to return to more PC’s being available and less distancing, so customers have greater opportunity to access PCs and to print their documents.   With thanks to Mike Green and Branislav Kulas at Royal Borough of Kensington and Chelsea Libraries for sharing their experiences with us. To plan and discuss library self-service options, get in touch with your Netloan account manager.

Library authorities are investing in their computer, Wi-Fi and printing facilities at a time when their communities are in ever greater need of digital support. At Newham Libraries, a computer refresh and reinvigorated digital strategy has been supported by Lorensbergs with the introduction of netloan PC booking, Wi-Fi, print solutions and kiosk integration. Lorensbergs talked to Caroline Rae, Service Development Manager, to hear more about the library team’s experiences in providing the new services to their customers. Newham in East London has 10 library sites, which include larger branches at Stratford, East Ham and Canning Town. The role of self-service is embedded in the library’s digital strategy: transactional activities must be facilitated by self-service. This includes booking and accessing computers and print service payments. “With self-service in place, library staff can focus on delivering the transformational aspect of our work such as assisted digital services, resource recommendations and story time sessions. Netloan has helped us achieve this,” explains Caroline. Netloan at Newham Libraries The introduction of netloan at Newham Libraries also supported the opening of the new combined library centre at Canning Town. “Since opening the centre, the increased PC use has been phenomenal – it’s just been so incredibly successful,” says Caroline. “The netloan installation was very straightforward. There was some background work to set up the server, but all went smoothly and we were soon up and running with the new PC booking and print management system. “Our netloan account manager at Lorensbergs kept things moving and ensured our questions were answered promptly. Library managers have given positive feedback on the staff training and have found Lorensbergs’ support documents very useful.” The previous PC booking system used by Newham wasn’t as well suited to the public library environment. Customers have found netloan much easier to use and are also benefiting from convenient self-service options on the bibliotheca kiosks for booking computers and managing printing. “There aren’t as many steps involved with netloan to use a PC or print compared to the previous system, and it’s definitely more intuitive. Customers like netloan’s PC booking calendar screen on the kiosk – this is their default view. And it’s also very easy to walk up and login to a PC directly. It’s so much easier than what we had before. It’s straightforward and so quick to navigate.” The computer refresh and introduction of netloan at Newham Libraries has seen overall PC usage hours increase by 24%. This amounts to 107,000 hours of use in the first 9 months of the year. “Following the refresh with netloan, computer usage at Newham is at its highest level in the last five years,” comments Caroline. “It’s great to be able to report such a positive result.” Improved printing services with kiosk integration “With printing we’ve really seen a big difference. The self-service print payment and release is a massive benefit of having netloan on the kiosks,” says Caroline. “Previously we had a really cumbersome process, where staff had to create print vouchers and sell them to customers. It was very labour intensive for staff and also inconvenient for customers. They would buy and use the code on the voucher to redeem it at the printer. “Now customers can just walk up and pay for what they need on the kiosk without needing to queue up and fiddle about with vouchers. They’re able to go up to the kiosk, pay for it, print if off and walk away, without staff help. It’s also great that we can easily reprint too with netloan, for example if a printer is too low on ink the first time. “Over and again our library managers report that printing is so much easier now with netloan, and customers are impressed by how quickly they can accomplish what they need on the kiosks.” “Most customers are used to self-service machines, for example in banks and supermarkets, and they expect us to provide the same technology. Customers like going on the kiosk as they don’t need to get staff involved. They often prefer self-service for routine transactions – it’s just something they’re used to. “Netloan on the kiosk really enables us to provide a modern library experience in line with customer expectations.” Wi-Fi access management Newham Libraries’ investment in netloan modules includes netloan Wi-Fi authentication solution, and Wi-Fi print which enables customers to print from their smartphones, tablets and laptops. “It means there’s a joined up solution for our services, which helps with administration and reporting,” says Caroline. Previously at Newham Libraries, customers needed to sign in for Wi-Fi access. However, this process didn’t authenticate via the LMS (Library Management System). With netloan Wi-Fi, authentication via the LMS offers a more secure service. It also encourages more library memberships for the benefit of quick Wi-Fi access, and this leads to an increased likelihood of using other library services. “When we introduced netloan Wi-Fi, it was a very smooth transition for customers to start using it for authentication. We’ve already seen unique Wi-Fi users increase by 3% compared to last year.” With these netloan additional modules, user management tools and usage data is all accessible in the same centralised system, so reports can be set up and scheduled in one place across PCs, printing (both computer and wireless) and Wi-Fi use. “Netloan Wi-Fi means we now have better usage statistics to work with. These are very useful for library staff and also relied on by corporate management.” Wireless printing services at Newham Newham Libraries are excited to begin promoting their new wireless printing service with netloan Wi-Fi print. “We became aware that this is a service we should offer. The Council has carried out studies of digital literacy in the borough. Whereas many people have smart phones, many are without computers in their homes. So people are carrying out transactions via their phones but are lacking the facilities to print off. We’ll be meeting the need to print from personal devices through netloan Wi-Fi print in the library. “We’re getting ready to promote the service, with posters showing actual scenarios where wireless printing is important, such as when needing to print tickets. Customers will also be able to send jobs to print from home, and then pop into the library to pick them up when passing by. “Wi-Fi printing in the library is such a good service to be able to offer people – most would find it extremely useful and convenient to print what they need as they pass by the library. Footfall is set to rise as people take advantage of this service, and will attract those that aren’t amongst our usual library users.” Exciting plans for greater customer support Newham Libraries are continuing to deliver on their strategy to extend and enhance assisted digital services. This has included reviewing all they deliver in this area, and enables PC tuition and digital skills support to be more comprehensive. “We’re completing the PC refresh project by introducing netloan-controlled Surface Pros, to provide customers with a tablet experience. And we’re also going to provide laptops to allow more assisted digital work away from the main floor of the library,” explains Caroline. “This way, customers can be assisted with visa or Universal Credit applications in a more private setting. We can take them into a quiet room with a laptop, use netloan to log onto the public network and sit with them while they make their application. “Being able to do this also means that our essential one-to-one support won’t reduce the number of public PCs available, especially since demand for computer time has recently increased. “So far, in branches where the laptops have been rolled out, they’ve proved really popular. As well as supporting the one-to-one sessions, it’s now possible to run courses in any room in the libraries and community centres, such as Do It Online, Barclays’ Tea and Teach sessions, Cisco Academy, and UK Online Centres’ Learn My Way courses. “The added flexibility of managing online access through netloan controlled laptops and tablets means all libraries are able to make the most of the latest courses and learning materials for their customers.” Hosting the netloan user group Newham Libraries are delighted that they were recently able to host the London and South East netloan user group in their Canning Town Library. The uplift in usage of digital services is set to continue at the centre, with Wi-Fi print publicity and the relaunched assisted digital programme rolling out to the new laptops and tablets. Library staff are extremely positive in how they are continuing to make a massive difference to their communities. They were pleased to share more about their experiences at the user group. Lorensbergs is proud to be a supplier and partner in these endeavours and looks forward to supporting Newham in the months and years to come. With thanks to Caroline Rae, Service Development Manager at Newham Libraries. For further information on netloan, call 01992 415505 or email enquiries@lorensbergs.co.uk

The English county of Kent is home to 99 libraries. A long established customer of Lorensbergs, Kent Libraries uses Netloan PC booking software to manage computers and self-service printing across its extensive library estate. Both desktop and wireless printing services are provided. With so many sites and staff to support, the library relies on Netloan’s reliable, flexible solutions to keep resource management simple. Netloan achieves this with a holistic approach to managing functionality, robust support and responsive account management. Lorensbergs spoke to Kelly Neath, Service Manager Business Support, and David Anderson, Systems Support Officer, about their experience of using Netloan and working with Lorensbergs as their supplier. Comprehensive management of the library’s digital offer With Netloan, Kent Libraries is able to manage PCs and printing using a convenient online portal. It gives staff instant access to PC bookings, print release and to both site and PC settings. Library staff can adjust site opening hours and manage bookings from here. They can extend PC sessions and manage anything else that relates to ongoing customer contact. IT colleagues manage the administration of the system through the same portal. So everyone works within and references the same settings provided by the online tools, with the appropriate permissions to suit their roles. The online portal also enables customers to access their Netloan account to book PC sessions in advance or to submit files to print out at library printers from their own devices. Netloan functionality is also integrated on to self-service bibliotheca kiosks, enabling customers to reserve PC time and manage their printing at these important service points. It’s all supported by the Netloan team who provide responsive account management and technical support services. Above: Kent Libraries use Netloan PC booking and print management, with Netloan for selfCheck facilitating self-service payments via the kiosks. With Netloan Wi-Fi print, library users have the option to print from their laptops, phones and tablets to library printers. Photo credit right and top: Julia Chandler/Libraries Taskforce Netloan self-service at Kent Libraries “Netloan integration on the self-service kiosks is absolutely integral to our service delivery,” comments Kelly. “By supporting both print and book related transactions, the kiosks provide a really useful service point in our libraries. “There’s very few things you can’t pay for on a kiosk. It’s very useful that customers can use them to pay for everything they need. It’s led to customers being more self-sufficient and not having to wait for staff help, which has proved very popular. Both card and cash transactions are supported on the kiosks, making it even more convenient. “Staff can be very busy on the library floor and it means customers don’t need to queue up to pay at the desk. They just go to the kiosk and tap their card. It’s a great improvement that they don’t need to find change to make payment – so many people don’t carry cash around anymore. Prints only cost 15p and not many people carry such small amounts of change. “Even still, although there’s been a general move away from cash, some of our customers are unlikely to stop using it. So it’s good that the kiosks give people a choice of payment type.” Wi-Fi printing service success Kent Libraries are pleased to offer customers the ability to print from their own devices in the library using Netloan Wi-Fi print. David explained how they prepared for the service launch: “We trained staff using the supporting documentation and with local trainers available to answer queries if needed. We encouraged them to try out using the service and practise printing in the library. This preparation went really well and we were soon ready to go live to customers.” “Across the hundreds of staff that look after our libraries, the reception has been incredibly positive for Netloan Wi-Fi print,” adds Kelly. “Customers like it too. Most find it very straightforward, using the Netloan upload portal to select and submit their documents. It’s also helpful that it’s the same way to print from all devices, so easy for staff if customers have any questions.” The library soon saw good flows of Wi-Fi printing volumes. Staff were confident to tell users about it. The posters provided by Lorensbergs helped raise interest and encouraged customers to start printing from their devices. “We branded the materials with our own logos and added QR codes to help users to access the print upload webpage easily. People can print from anywhere. They can print while working from their laptops in the library. Or they might print from their phone while on the move, then pop in, pay and pick up their documents. “With Netloan Wi-Fi print, the combination of the user’s online upload portal with pay and release from the kiosk works really well. It just makes everything so much quicker and easier for customers, walking straight up to the kiosk to release their print jobs. And it’s so much easier for staff too, not having to be at the counter to take payments. All our staff are floorwalking and the kiosks free them up to do this.” How Netloan supports access “PCs remain very popular in our libraries and so is printing. They are big drivers for people to visit the library,” says Kelly. “It’s important for customers to have peace of mind that they will have PC access when they need it so we allow them to book PC sessions up to a week ahead. They can do this either online or from the kiosk. “We frequently have advance bookings for sessions in our busier libraries. Our regular customers especially like to do this,” says David. “Some have a PC in a familiar spot they like to rebook and they can select this when making their booking in Netloan.” “Our more vulnerable users may completely rely on the library for these facilities and have vital documents they need to print off,” adds Kelly. “Customers’ digital skills vary a lot, with some completely confident in using computers and others needing our help. It’s easy for most users to just walk up and get onto a PC. If it’s busy, they can look up the next available slot at the kiosk and book it. We have volunteers – Computer Buddies – that run pre-booked sessions to help less confident customers use the PCs. “The computers have been set up with an OPAC button so customers don’t need to log on via Netloan to access the catalogue. Using this button it gives you 15 minutes to search the online catalogue. “We use the group booking Netloan feature to manage classes in the libraries. These are organised on a district level to meet local needs. We have 12 districts in total. One Open+ library uses a group booking for an after-school homework club.” The kiosk self-service is especially important for the Open+ libraries. Netloan can help here in other ways too: “We’re looking to start using the automated extensions feature, enabling users to stay on the computers past the initial hour for 30 minutes at a time,” says David. “This will be especially useful during unstaffed hours, to support customers with longer sessions.” Working with Lorensbergs “We have a very good account manager who answers our queries quickly. We touch base around once a quarter which is just right for us. The Lorensbergs’ support desk is also very efficient, with any support tickets quickly resolved,” says Kelly. “We never have to worry about anything with Lorensbergs. Netloan is generally a very stable platform. It’s very consistent. And if our LMS happens to go down, we switch on the Netloan cache mode which means users can still get on to the computers. It’s much less disruptive to customers and can be a real lifesaver if the libraries are busy!” Kent Libraries is also a regular attendee at the annual customer user groups. “I usually come to the Netloan user groups to hear about the latest Netloan developments,” says David. “A colleague attends too to hear the technical updates. It’s a really useful event to attend each year.” In conclusion “Lorensbergs is an important supplier for Kent Libraries,” comments Kelly. “Our computers continue to be in demand and there will always be a place for public PC provision. It’s definitely a very important part of what we provide. “We’re glad Lorensbergs is such a reliable supplier. We would certainly recommend Netloan to other libraries. Definitely integrate it with your kiosks as it frees up staff to focus on providing excellent customer service and enables users to be self-sufficient for printing and making payments. It’s straightforward and makes life so much easier.”   With thanks to Kelly Neath and David Anderson at Kent Libraries.