News and insights from Lorensbergs

How often are councils thinking ‘Libraries First’ and what can libraries do to support better progress here? It’s a question well worth considering, not least when it comes to closing the digital divide. Libraries are perfectly positioned to enable communities to thrive while learning to live with a digital by default local services model. But in practice, how integral are libraries to realising successful outcomes from this change? Lorensbergs addressed this issue speaking with 25 library authorities at our recent user groups. Here’s what we learnt from exploring their experiences… Room for improvement? Libraries First means library capabilities are being recognised and prioritised for delivering on council objectives, in this case for more digitally confident and skilled citizens. It was strongly advocated in the 2016-2021 Government report: Libraries Deliver: Ambition for Public Libraries in England. So where have we got up to? At present it seems not enough library services are sufficiently considered by councils when working to improve digital inclusion. This came through from our discussion findings. Plus there are strong initial indications from our recent customer survey that only a minority of libraries – around 25%  –  are regularly involved as a matter of course. Libraries provide vital services and interventions for those who would otherwise be digitally disadvantaged, e.g. lacking access to email, online opportunities and social networks. This ‘safety net’ includes a network of public spaces, computers, Wi-Fi, printers and qualified staff throughout each county, city or borough. It’s quite a lot for councils simply to forget to take into account. Yet it’s a frequent complaint of library services that other council departments fail to recognise the full value of what they provide. Of course this can be very demoralising to library staff as their commitment and expertise is being ignored. It’s extremely wasteful in resources too, leading to duplications of effort. In some of the worst cases, existing library service competencies are freshly replicated by other council areas. Unfortunately it means libraries are not having the funding they deserve to increase their good work and make them even more effective at what they do. With the right recognition and investment, their infrastructure, expertise and reach into local communities would have an amplifying effect. So in what ways are libraries being successfully recognised as the first port of call for digital access and skills development? And how can they better maintain this profile? What follows is a summary of the recent discussion with our customer libraries. Approaches taken How libraries engage and work with other departments varies widely. Here’s some examples where elements of a Libraries First approach is leading to some positive results: Department partnerships: A number of library authorities in Wales are working well with adult and community learning, which appears to be a very successful fit and partnership. One Welsh authority explained how the library itself has become an established adult learning venue and a neutral space to ask technical questions. It’s a place where users can learn about new technologies and digital transformations. Elsewhere, feedback is also generally positive on this inter-departmental relationship. Leading with training for digital competency: The pandemic has propelled better ways of working in some authorities by placing an emphasis on digital training. This is turn has encouraged councils to think Libraries First for pushing the skills out to where they are most needed. One council’s strategy for digital inclusion stemmed from ensuring staff have the necessary digital skills to support hybrid working from the early days of the pandemic. Although it involves having its own distinct digital skills team, the library is fully involved and a conduit for disseminating knowledge and skills. In this example, the team’s work extends across the council and encompasses both library services and staff. Staff become embedded digital champions that can help others and customers. Then within the library, digital champions are bookable for helping library users, with the library formally publicised by the council as the place for citizens to access digital help face to face. Council digital strategy and library involvement: Libraries that are successfully active in digital transformation are getting stuck in from early days. One library authority reported that as new digital service directors are appointed, the library starts working with them right away. It helps secure and maintain focus on what the library provides for key front line services. A formal written strategy with outcomes and stakeholder accountability helps here. Looking at Ireland, their strategy The Library is the Place includes a focus on digital skills and financial literacy as part of its Skills for Life programme. Each action has timescales, named stakeholders, and strategic alignments which identify which departments libraries will work with. An English library authority spoke of their transformation strategy to empower residents. Since the pandemic, 99% of all council services are online and people need support. Customer services can give telephone support but there is little face-to-face, and libraries are stepping in. How can they ensure their contribution is recognised and valued as part of a council-wide strategy? It needs to happen formally and from the start. If not, it’s vital to publicise achievements and boost awareness of their work and role. Training challenges The challenge of library staff training is ongoing and tricky to resolve. How do staff maintain their knowledge and skills on technology? Our second People’s Network Focus Group tackled this topic and explored the benefits of delivering training on zoom, carrying out skills audits and using quizzes. You can read more findings here. Keeping up with technology changes is one key area, including internet, apps and devices. How staff stay up to date on their council’s digital service delivery is another. One authority with a number of closed Government outreach services hold compulsory training days to keep staff well-informed e.g. providing an update on housing services. This way, library staff are prepared when customers are sent to them. Not all departments provide it though, so staff can still be surprised without prior warning or training before users are signposted to them. It’s clear that training needs to be ongoing and encompass all parts of the council. Vital resources and communication Having good flows of information across departments is essential to supporting libraries. Success here is helped by having a conscious and shared customer-focused culture. One authority spoke of having regular meetings with different groups, providing each other services and with a robust feedback loop. Heads of Service actively participate. A successful approach described by another library authority also rests on good communication. It involves the council’s Digital Inclusion team maintaining a network of partnership voluntary organisations. It ensures the library has good awareness of what more advanced digital skills support is available so they may signpost users on after providing initial help. Another authority spoke of how the library acts as the skills beginner or initial contact point and assessor. From there users can move onto receiving more help, for example, by being signposted to a local college partner so they may continue developing skills longer term. So communication is vital, but would it also help to have some non-library staff actually located at the library for in-person partnership working? There has been some reluctance for Councils to co-locate non-library staff at libraries, such as from Customer Services, to help patrons coming in with related queries. It is thought too expensive especially if they are not fully utilised during all opening hours. Unfortunately, running a part-time arrangement leads to other issues. Customers come in at any time and often need help right away e.g. with an application. The issue relates to both council staff being stationed in libraries and also the use of volunteers to supplement trained library staff. The same problem occurs when users need help that isn’t always available. This is when good signposting is all the more important, so at least users are provided some initial information and support. Thinking Libraries First without thinking it through You could say the best approach to Libraries First is ensuring library staff always have access to the right digital skills and service training, so there is always someone ready and able to help customers signposted there. The examples above show how sufficient training and cross-council information flows enable this to work. Of course it’s all part of building a successful Libraries First strategy! Things go wrong when there are cuts to front-facing council service and libraries aren’t trained to fill in the gap or fully consulted. When this happens, libraries are inundated, ill prepared and too stretched to dedicate adequate time to each customer. Some of the people being referred aren’t always suitable for using digital services in the first place with the lack of basic digital skills or other barriers not being recognised. Libraries have had to organise tiered support in response, but this may sometimes involve referring users back to the services that originally sent them – a solution that must cause frustration. So it’s important to recognise the challenges of councils thinking Libraries First if the necessary support and funding isn’t provided. Libraries don’t always and instantly have the necessary resources or time. Often users need far more support than the library is able to give them. We sometimes see a gap between what the council is imagining libraries can provide, and what libraries can actually do. Although it’s positive for councils to send people in need of help to libraries, more work and preparation is required for it to be fully successful. In conclusion For the majority of libraries, a continual push is required to ensure they remain front and centre for public service planning. With so many other things in life, good communication is central to success and works best when there is early involvement. For the most part, libraries are ambitious for what they can achieve and passionate about their work. With the right communication and resourcing in place, confidence in their abilities is extremely well placed and should play a key role in realising every council’s aspirations for their citizens, towns and cities.

In October, 11 library authorities got together with Lorensbergs to share challenges and solutions for maintaining staff’s digital skills. When resourcing is low and training demands are high, keeping all staff up to speed is a tough nut to crack. But it’s an important challenge to overcome. Over half of libraries have been seeing an increase in demands for digital support in 2023. The need for help with online jobseeking, benefits and other services requiring digital know-how has grown significantly this year. Over a third are seeing more users request advice for staying safe online. Plus extra skills support is needed for users to manage cost of living challenges more effectively. In our discussions we made the distinction between new starter training needs and approaches to ongoing training. The following is a quick synopsis. Digital skills for new starters Inductions for new starters are taking elements of the following approaches: A combination of formal and informal formatsFormal: demos, online modules, videos, manuals – mostly library specific, some council-wideInformal: hands-on including observation or shadowing A checklist of tasks and skills new staff should learn, usually combining customer-facing skills and systems related or office processes Time defined goals – e.g. knowledge after 4 weeks, 9 weeks, 12 weeks, 26 weeks With the above methods in place, here’s what’s making new starter training more effective: One-to-one follow ups and Q&A after formal module completion helps identify inaccuracies and gaps Expecting staff to be proactive in ensuring their training checklist is all ticked off Placing importance on observation-based training as an essential supplement to formal and online formats One area needing attention is that despite authorities tending to include council-wide training modules, there is often lack of foresight on how to make best use of library services. Time and again we hear how other departments direct users to the library but without important information e.g. customers are sent without advice on supporting documents for blue badge applications. Of course, these are exactly the sort of people who are less mobile and need to avoid wasted trips! So there is definitely more scope for stronger cross-council working which is one area that could be dealt with in council-wide induction materials. Ongoing or top-up training approaches Maintaining a focus and priority on digital skills as part of regular working isn’t easy for libraries. It’s an essential objective however with technology always moving and the constant need to ‘upskill’. A number of methods were highlighted for effective ways to keep staff up to speed with their skills. Here’s what’s working: Assess staff competence by conducting regular quizzes then providing refresher training where needed Disseminating know-how via ‘Digital Champions’ or ‘Digital Smarties’ – with visibility of each post holder’s particular areas of expertise Delivering training via Microsoft Teams to include as many staff as possible Conduct digital skills audits: typically, staff are given a list of digital skills and indicate their confidence level for each Audits are important for understanding shared issues and needs, as a way to direct training for the most critical areas. It helps balance the high reliance on one-to-one induction training which isn’t so suited to identifying needs that are wider spread. A good example is from Digital Communities Wales which helps ensure training needs are understood across the country through their audits. At the same time, some authorities use quizzes to increase staff awareness of where they need to brush up and encourage more self-directed learning. In conclusion, having the right training available is incredibly important. But with technology developing at an unstoppable pace, libraries have their work cut out. Staff often need to wear several hats and so need to maintain a good and wide level of knowledge. A combination of the approaches discussed above are helping them to manage a difficult challenge as well as possible. To read the full discussion findings, including a series of mini case studies, download the summary document here.

Libraries Week is on its way with a focus on climate change and the environment. It’s a critical theme so we’re taking a journey to learn how libraries are developing their role as champions of eco-consciousness. Traditionally places of learning with an emphasis on shared, reusable resources, their ethos has led to a renewed commitment to sustainability. The results are inspiring, demonstrating skill and imagination in how to engage communities with their vision. We’ll delve into their sustainable architectural designs, efficient operational practices, and their role in curating and promoting information and events on tackling climate change. We’ll see how libraries are not just preserving knowledge but also nurturing a greener and more sustainable future. Libraries: Where Sustainability Meets Architecture The image of the library continues to evolve with changes evident in their design as much as their practices. Here in the UK, we continue to see new examples of eco-friendly architecture. Consider the National Library of Scotland in Edinburgh. It marries sustainability with design, incorporating energy-efficient systems, a profusion of natural light, and a vibrant green roof that moderates temperatures and fosters biodiversity. The Southwater Library in Telford is a further example. It harnesses solar panels to generate clean, renewable energy. Meanwhile The Library of Birmingham’s heating, ventilation and air conditioning (HVAC) systems balance patron comfort with energy conservation. Sustainability in libraries extends far beyond their architecture and HVAC systems though. Operational efficiency is a cornerstone of their green journey, as we’ll explore in this next section. Efficiency in Operations: The Green Path Forward Efficiency is key in modern library operations, playing a crucial role in advancing sustainability goals. Increasingly, libraries are adopting practices to increase these efficiencies. While libraries are relied on by patrons seeking access to digital resources and computers, efficient resource management has become a top priority. Advanced scheduling systems such as Netloan allow patrons to reserve computer timeslots in advance, streamlining operations and ensuring that resources are better used. Once on a PC, it enables each patron to make the most of their session and actively manage its length. At the end of the day, all computers are automatically shut down. By reducing idle computer time and related energy consumption, libraries are controlling their carbon footprint. Paper use is a further consideration. Netloan supports paperless processes in resource allocation, eliminating the need for printed tickets and paperwork. As part of its PC booking functionality it also manages printing, moderating paper use and helping both users and staff to avoid unwanted printouts. Furthermore, its support for library printing dispenses with the need for library users to own home printers, instead making the most of yet another shared resource. Netloan empowers patrons to make use of digital resources while minimising their environmental footprint. In this way it exemplifies how technology and sustainability in libraries can be perfectly aligned. Such practices are integral to the eco-conscious goals of modern libraries, reinforcing their commitment to efficient resource management. We’re delighted to see Netloan become a valuable ally in the journey towards sustainable operations. Community-Led Sustainability Initiatives: Libraries as Catalysts for Change Libraries have always been more than just collections of books; they are vibrant hubs of community engagement and social connection. In this era of sustainability awareness, libraries in the UK are stepping into the role of catalysts for change, forging strong connections with their communities and inspiring action for a greener future. In the pursuit of sustainability, libraries are forging valuable partnerships under the banner of the Green Libraries Partnership. This collaborative initiative unites libraries with local environmental experts and organisations to pool resources and knowledge in the quest for eco-conscious practices. It places libraries at the heart of environmental change, promoting action within the local communities. Through shared endeavours, libraries are championing environmental responsibility, driving positive change, and demonstrating that sustainability is not a solitary journey but a collective effort that extends far beyond their shelves. Take for example Reading Borough Libraries in Berkshire, where partnerships with environmental groups result in events such as tree-planting activities and wildlife conservation programs. These collaborations transform libraries into vital agents of positive change, bridging knowledge and action. These libraries are not just physical spaces; they are dynamic centres for diverse sustainability-themed events and workshops. Picture the Liverpool Central Library, where urban gardening classes, environmental speaker series, and a myriad of initiatives bring together community members to raise awareness and actively engage in eco-conscious practices. In these libraries, communities are coming together to exchange ideas and script a sustainable future. Curating Sustainable Reading Lists: Nurturing Eco-Conscious Minds Libraries have always held a special place in our hearts as the guardians of knowledge and the promoters of lifelong learning. In recent times, they have expanded their role by curating reading lists that foster eco-consciousness, tackle climate change, and promote sustainable living. Consider the British Library in London. This institution curates reading lists that reflect our changing world spanning a wide range of subjects, from environmental science and renewable energy to sustainable fashion and responsible consumption. They serve as valuable resources for individuals seeking to deepen their understanding of sustainability. It’s not alone with many other libraries in the UK dedicated to promoting eco-literature. They prioritise books, magazines, and journals that address environmental issues, conservation efforts, and sustainable practices. For instance, the Edinburgh Central Library is a shining example with its own curated selection. Environmental book clubs are also on the rise in the UK. Libraries like those in Liverpool organise these clubs, bringing together individuals passionate about sustainability and the environment. These clubs select books with eco-centric themes and facilitate discussions that encourage critical thinking and promote eco-consciousness. Libraries are also creating spaces where local authors who specialise in sustainability and environmental topics can shine. The Oxfordshire Libraries, for instance, often host book talks and reading by local eco-authors, providing a platform for authors to share their expertise and connect with readers eager to learn about sustainable living from community experts. But sustainability isn’t just about environmental issues; it’s a holistic approach that encompasses social and economic sustainability as well. Libraries are curating reading lists that explore concepts like fair trade, ethical consumerism, and social responsibility. These lists encourage readers to embrace a well-rounded approach to sustainability, where ethical choices and responsible living go hand in hand with environmental stewardship. In the digital age, libraries are dynamic hubs of information accessible to all. They are democratising access to knowledge, opening doors to a more sustainable and inclusive reading experience. In these libraries, the power of literature and information educates and supports greater eco-consciousness resulting in more sustainable ways of living. Libraries Pioneering a Sustainable Future Concluding our journey through the transformative role of libraries in embracing sustainability, a resounding truth emerges: these beloved institutions transcend their traditional roles as guardians of knowledge to become leaders toward a greener future. They have evolved into centres of community engagement, bridging the gap between knowledge and action, inspiring individuals to be eco-conscious citizens. The power of literature and information has become a catalyst for change within their walls with reading lists that support climate understanding and action. In essence, libraries are reminding us that sustainability is not a distant goal but a daily commitment. They encourage us to think, act, and live sustainably one page, web visit or event at a time. So, the next time you step into your local library, remember that you are not only entering a sanctuary of knowledge but one of sustainability – a place where ideas, actions, and the collective dreams of a greener world converge. Libraries are not just reflecting our sustainable future; they are actively shaping it. Libraries Week takes place on 2 – 8 October 2023. Further information is available here.

Cardiff Libraries’ introduction of netloan Wi-Fi print has been a great success throughout the city’s 21 libraries. Less than a year after launching in summer 2022, it already accounts for a quarter of all print volumes. The total amount of printing has increased significantly, providing a bigger revenue stream for the libraries. With all library sites making use of the service, there has been widespread approval and some great feedback. Here’s what library staff representing a number of different branches have shared with us: “Canton (Library) has taken well to the Wi-Fi print service. We use it all the time over here.” “Our customers are very happy with this service, once with our persuasion they are confident to use it via netloan, they can’t believe how user friendly it is.” “Once shown how to use netloan, customers are happy with the service. They are also impressed that they can queue printing from home.” “We’ve had really positive feedback from customers at Penylan and Rhydypennau. It’s taken some persuasion at times – usually customers who weren’t members of the library – but the fact that it’s easy to use and has flexibility wins them over.” “Once borrowers have been shown how to use the netloan (Wi-Fi print) system, it has proven to be very popular.” “Wi-Fi printing has definitely been popular in Central.” Staff are finding it easy to explain how to print from users’ phones, tablets and laptops. They are making use of posters provided by Lorensbergs to publicise the service, adding a QR code to take users directly to the netloan portal for uploading documents to print from library printers. James Gorwill, Digital Officer at Cardiff Libraries, says: “Both staff and customers have welcomed using the new Wi-Fi printing service, and are happy using it as a standard way to print. It’s appealed to a wide range of customers, both young and old. “Often customers have something on their phone that they want to print, and for a while there’s been a reasonable expectation that you would be able to send it directly to print in the library. With Wi-Fi print it means they can do that in just a few short steps.” For those members of staff who move between library sites, netloan Wi-Fi print is proving incredibly useful. It allows them to submit documents and then release them from a printer at the required site. As James adds: “You can easily queue a print job using netloan Wi-Fi print, then when you’re on site at a library, you can choose to release it at that location. It’s fabulous in that regard, especially if it’s not clear which sites you’ll be visiting that day. Our digital support team have been using it a lot.” As well as being popular with library customers and staff, the new wireless capability supports library partners. Cardiff Libraries takes a hub approach and has a number of co-located services at their sites: “Immigration, passports and money advice services require you to print out a document to complete an application. The customer receives it by email and now they are able to print it straight out from their device using Wi-Fi print. It makes application processes a lot quicker and simpler.” It’s great to see netloan Wi-Fi print is boosting both service usage and revenue for Cardiff Libraries, with print volumes continuing to rise month to month. With thanks to James Gorwill at Cardiff Libraries for talking to Lorensbergs about the library’s Wi-Fi print experiences.

Libraries are providing key skills development and support to their users on a daily basis, with footfall rising as the pandemic subsides. These are the findings from the latest public library survey from netloan which captures the experiences of 80 UK customer library authorities. Published by netloan library software provider, Lorensbergs, the results highlight some vital outcomes of how libraries support their users. On all or most days, libraries are offering the following value: 83% develop users’ digital skills 78% enable users to complete homework or studies 77% help find new jobs 74% make benefit applications possible 73% ensure users stay socially connected 68% support use of other Government services 63% help achieve money savings  42% keep users safe online 41% improve users’ health literacy 37% support UK citizenship applications 25% help new businesses get started Footfall is indicated at reaching nearly 70% of pre-Covid levels, up 20% on the previous year. Digital skills support is in demand and nearly half of libraries are seeing requests rising further. The People’s Network of library computers and the support of library staff remain essential to meeting these needs. Lorensbergs’ Managing Director, Anna Crilly, commented: “It’s our mission to support public libraries in providing critical IT infrastructure for digital inclusivity. Their resources and help are essential to their users and are required on a daily basis. We are here to help them meet the growing challenge of supporting the digital development of their communities. Libraries support users in achieving things that are absolutely critical to themselves and their families, from finding jobs to saving money during an economic crisis.” The 2022 Public Library Survey Results are available to download from here.

Having been at Lorensbergs now for 20 months (and that has flown by in the blink of an eye), I would challenge those that think libraries are just about books to think again! I’m Jo Slade, the Account Manager for netloan. Here are some insights gathered from working with our customer libraries and from a number of industry events I was lucky to attend over 2022. These included COSI (SirsiDynix’s EMEA AGM), the annual Libraries Connected seminar and most recently CILIP’s PMLG Teachmeet. Finally, I saw a lot of faces online while presenting at our yearly User Groups which is always an enjoyable experience. SirsiDynix’s COSI COSI gives a great opportunity to meet with a number of our customer libraries, with SirsiDynix being one of the UK’s largest LMS providers. As a partner it was great also to hear about their latest product developments. Libraries Connected Seminar The Libraries Connected seminar is a useful event to meet lots of customers and to attend some inspiring workshops. It gives you an inside view of what library staff do on a day-to-day basis, from groups and activities, to fundraising, to feeding into the overall national libraries strategy. Hearing about their work and just from the day to day conversations I have with customers, I am always struck by how under-utilised libraries are considering what amazing things they do to support personal development and wellbeing. There is so much good work, from supporting young families with baby rhyme time sessions, to social prescribing, to craft activities and even to wrestling!  Yes, you heard it, wrestling! They could be used so much more as part of local and national targeted approaches for improved health and wellbeing. PMLG Teachmeet I was also asked to attend the PMLG Teachmeet this year to represent Lorensbergs.  It was interesting to see what happens here as it was my first time. There were some very interesting presentations; here are just some of them: Build a Business in Greater Manchester Libraries – Oldham Oldham were recipients of the European Regional Development Fund for their Build a Business project as part of the BIPC (Business and IP Centre) network. They held a new business support course, created co-working spaces, held workshops, events and networking. It’s the statistics that are of particular interest here. Of those that attended: 65% were women, 32% were aged 35 and under, 34% black, Asian and minority ethnic, 64% were from the most deprived areas and 15% were disabled.  With such wide representation, it proves libraries are a neutral, welcoming space to go to share ideas and get support. The co-working spaces were buzzing and alive with collaboration and activity.  We have discussed this topic previously in our blog here: Getting the Economy Back on Track: Essential Support from Libraries Kirklees Wellness Service Kirklees, through their Community Plus programme support adults 18 years+ with personally tailored health and wellbeing goals. They might involve losing weight, giving up smoking or building personal confidence.  The wellness team work on a one-to-one basis giving information, help and guidance to enable healthier, happier lives and help people feel more able to look after themselves.  I saw the libraries and Community Plus staff working positively together to help their local community.  Social prescribing and local partnerships to support communities were discussed at our User Group last November too – more on this below. Strategic Partnerships – Wakefield A strategic partnership works if you gain access to new skills, knowledge or resources. It means that costs and risks can be shared, it can drive footfall and reach new audiences. It can also raise profile and income. So why work with the library service as a partner?  Libraries have a key USP – it’s a national network: they are recognised as free, neutral spaces, with local accessible venues.  People are happy to come as there is no stigma and they have such a varied offer. You can go into a library for anything.  This struck me, why don’t more local businesses, individuals, charities etc use their local library?  It’s a relatively inexpensive outlay to reach new and different audiences. Building Capacity for Games in Libraries by Working in Partnership – Bournemouth, Christchurch & Poole This session addressed how to put on games events in libraries with no money or resources.  Darren Edwards gave advice on seeking out local gaming businesses that would willingly give advice or potentially items for free.  This provoked a lot of conversation by the attendees as we thought about the scenarios of how it could be of use e.g. for tackling isolation, supporting mental health etc. Jon Davis of Kirklees Libraries said that he puts a jigsaw on a table and before long complete strangers are bonding over getting it completed.  There are any number of ways gaming can encourage people to interact and join in. Netloan User Groups Finally, the 2022 user groups gave opportunity to update customers with what’s happening in netloan, offer advice and give training. Our customers are always a lively interactive bunch and it’s a great opportunity for them to share news, discuss best practice or simply enjoy comparing the various sweet treats favoured to stave off that afternoon lull. All are considered worthwhile discussions at our user groups! As Covid is largely in retreat now, I’m delighted to be able to get out there and visit our customers at libraries to see first-hand the wonderful services and activities they are providing to their local communities. Bring on the next year of events attendance and the opportunity for meeting lots more customers face to face!

In this our last blog post of the year, we’re reflecting on our 21st anniversary and all that has happened along the way. It’s been quite a journey! So we’d love to tell you the story of how Lorensbergs began and what we’re all about. Firstly, if you’ve ever wondered where our name originates, let’s enlighten you. Why does a UK based software company have a Scandinavian name? Well Lorensbergs was actually founded in Gothenberg, Sweden in 1995, taking its name from the Lorensbergsvägen area of the City. We began as a consultancy service providing netloan PC booking software to internet cafes and libraries. Forever proud of our Swedish heritage we’re delighted to include over 90 public library services in Sweden among our netloan customers today. Your next question might be how did we establish roots in Hertford back in 2001? At this time, British library authorities were putting plans in place to launch the People’s Network of public access computers. It followed the Government’s decision to act on a report commissioned by the Department of Digital, Culture, Media and Sport (DCMS) to re-equip and reskill libraries so they may ‘foster the spread of vital new technological skills among the population’. With the arrival of the computers on library floors, staff soon realised that they needed access control and reporting for a service with such strong demand. It was a perfect fit for netloan and we quickly onboarded our first customer at Croydon County Council. With this first netloan installation we began our long-running support for what was the Government’s underlying mission – that libraries become the ‘communications backbone’ of the information age. You can read more about the birth and importance of the People’s Network in our previous article published in the Information Professional and available here. We love gathering together with our customers and having a library tour at our netloan user groups – Left: here we are at Newham Libraries in 2018; Centre: And at a user group at Edinburgh City Chambers back in 2014. Right: a netloan workshop at Brent Libraries in 2015. Since this time, Lorensbergs has grown and consolidated its development and service teams in its UK headquarters in Hertford. Extending our support from public libraries to the academic sphere, we’ve gone on to develop our connect2 software to manage resource access for university and college students and staff. This is a solution that’s gone from strength to strength as we’ve worked hand in hand with universities to problem solve the many issues around managing large inventories of what is often valuable equipment. We enjoy exploring how each connect2 customer’s equipment store and studios operate. Left and centre: here we are at Surrey University in 2016. Right: at Sheffield Hallam University in 2014. Today, we’re proud to support over 150 universities and colleges globally, adding to our large community of public library customers in UK, Europe, America, Canada and Australia. Lorensbergs is supported by a network of technology and service partners. We’re grateful for their hard work and for helping us maintain excellent service levels around the world. Together, we enjoy working as a team. 2023 will be our 12th year in our Castle Street office home, a former Victorian police station with a wonderful sense of history. We still customarily refer to the downstairs offices as ‘the cells’. There are old station photos on the walls and a traditional police station lantern outside the front door. Left: Our Victorian former police station home at Castle Street; Right: Historic photos adorn the walls. Maintaining our Swedish traditions we break for Fika every Friday afternoon, which roughly translates as 30 minutes of sharing coffee, cake, news and ideas. There are few exceptions, with the writing of this blog post being briefly paused to sip latte and catch up with colleagues from account management, finance, software development, engineering and the technical support desk. That now done, I’ve promised to pass on regards from some of our earliest employees: Anna Crilly, Managing Director and Lorensbergs employee for a total of over 15 years, Caren Forster, Office Manager since 2002, Richard Terry, Netloan Product Manager since 2003, and James Entwisle, Technical Director and Lorensbergs employee since 2003. Myself now reaching 10 years’ service, I’m practically a newcomer! So a number of team members have been in place for 10, 15 or even 20 years. It’s enabled us to build an amazing body of knowledge, understanding the needs and technology ambitions of our customers as together we move through the digital age. Each year, we welcome more libraries and academic institutions on board. We enjoy getting to know each one and it’s of the greatest importance to us that we support and nurture each relationship as far and as long as possible. As we look forward to the times ahead, we’d like to thank all our customer libraries, universities and colleges for their custom and support. Here’s to the next 21 years! Wishing you all a wonderful Christmas and peaceful New Year.

Discussion groups on the topic of library footfall formed an important part of our recent netloan user groups. They provided a useful forum for our customers to come together and hear what’s working for getting more users back through their doors. At the time of the groups in November, 60% of former footfall levels was the average being experienced. By end of the year and the conclusion of the annual customer survey, this had risen thankfully to 70%. Footfall is continuing to increase, albeit slowly. It seems sustained efforts are driving steady results.  In preparing for and reporting on the user groups, it’s been useful to review efforts under the following categories: • Re-find and reconnect with your audience • Explore new avenues and try new things • Run events and services that offer clear, attractive outcomes • Provide a modern experience with support from latest IT • Partnerships bring new reach and make more possible So we can see libraries are using a range of tactics to encourage users to return. This blog summarises how each kind of approach is an important part of a complete footfall recovery strategy. Further discussion with numerous examples of libraries’ activities are available in the full discussion group minutes here. Re-find and reconnect with your audience Libraries recognise that users have developed new interests over the pandemic years. An important case in point is younger users, who have grown up over the pandemic years and need to ‘re-find’ the library. New initiatives, groups and events are being used to encourage these former users back in. They are also helping to find new users. In some cases, events are taking place beyond the walls of the library, literally going out into the community to draw users back. It’s not only new initiatives that’s helping libraries to re-find and reconnect with their users. They are also resuming their tried and tested events and activities. If these have been popular before, it makes sense to restart them. There’s less risk and good opportunity to welcome back the users who previously liked or depended on them. Of the two tactics, new versus tried & tested, marginally more libraries have been using the latter. A combination is probably the safest bet though. Take a look at the first two sets of results on the following chart to see what’s been working here, along with other approaches: Above: Successful approaches to increasing use of services, Netloan Customer Survey 2022 Explore new avenues and try new things Some activities work better for some sites or venues than others. A big success or failure might change when you try it elsewhere. Also to note that while new staff or staff in new roles are still finding their feet, it’s also at this time they are most likely to think of fresh ideas that could make the big difference. Some interesting, exploratory initiatives are listed in the full discussion minutes here. Run events and services that offer clear, attractive outcomes Publicise the difference your services offer, both the benefits they provide or the problems they solve. Also, make sure they are labelled as such, so they attract and entice users in. Branding ‘after-school activities’ as Family Hour is a great example of this. Also, to note here that good marketing and communication is as important for attracting an audience as it is for internal recognition and support. Wiltshire Libraries circulate ‘Good News Stories’ to senior decision makers and IT staff within the Council which showcase every week the critical support they offer library users. Examples are provided in the minutes here. Provide a modern experience with support from latest IT We have heard many times how helping users with their IT queries or problems has turned visitors into regular PC users. Libraries are reporting increased footfall to use IT from a range of demographics and are seeing pre-Covid regulars returning in greater numbers. Printing continues to be in strong demand. In the discussion group minutes, we look at how libraries are using netloan PC booking settings to support their users and encourage greater PC use. Key demographics and new support requirements (multi-factor authentication anyone?!) are also discussed. Partnerships bring new reach and make more possible Some in-demand services are labour-intensive, making partnering an important strategy to increase the capacity to deliver. Most importantly, it also grows the library’s reach. Some of the initiatives that have demonstrated the greatest success in footfall numbers have simply involved working with other council departments and clearly communicating availability of library services to residents. Netloan customers have related examples of inter-department working that resulted in thousands more users entering their doors. See the discussion group minutes for further details. In conclusion, libraries have a proven track record of recognising and quickly responding to the changing needs of their customers. While approaches to regaining footfall are often still in experimental phases, there are already many successful examples. We are confident libraries will continue to persevere and see greater numbers returning and re-finding all they have to offer.

Next week is Libraries Week! It’s that time of year when libraries encourage all to visit and enjoy their wide range of resources and services, often with some exciting events and themes to boot as part of the celebrations. Really though what’s just been described is available to users every week of the year. It just requires this special occasion to remind everyone of the amazing service most of us have on our doorsteps. Libraries are in regular consultation with their communities to find out the kinds of services, books and events that will enhance our lives. So it’s all there for us to enjoy, tailored to meet our own needs. Then once a year Libraries Week helps grab our attention, showcasing all that’s on offer and – if we haven’t been for a while – enticing us to visit. So make sure next week you use your local library. You might look on their website, app or social media channels to see what’s available online, but it’s important you drop in too – here we’ll explain a little further. While growth of libraries’ online services in recent years has been a great success, it cannot replace physical library services. Libraries’ whirlwind response to lockdown moved many services online. As soon as possible though, they reopened their doors to provide PCs and other vital services for those needing help in person. Fast forward some months later, and other onsite services were gradually being restored. There are important reasons why online is not a substitute for physical services. In practical terms, many users require digital help to use any online service – help that they receive when they visit a library. It’s an unfortunate irony that those who are at risk of digital exclusion are often the intended target of new digital initiatives and services, such as those relating to benefits, jobseeking or health services. Thankfully the library supports thousands of people to overcome this challenge every day, helping them use computers and internet to access such services. In more subjective terms, a lot of library users tend to benefit from both online and physical services, conceiving them differently and finding them complementary to each other. These are the findings of a new study from Strathclyde University, which concluded that digital services are not interchangeable with the physical. Users very much value the social and community aspects of physical services, and described temporary library closures in stark terms: ‘I felt bereft’ and ‘it was as limb had been cut off’. Such declarations shouldn’t be surprising. The public library belongs to all those who use it. It’s described as publicly encapsulating a local community due to its accessibility and broad demographic of users. By providing and supporting computer and internet access, library staff were given key worker status in the first year of the pandemic, with sites remaining open while many other public services had to close. It is no exaggeration to say that what they provided then and continue to do now is absolutely essential to their communities. Not having access to library computers and help getting online puts many at a real disadvantage. Plus there is so much else there that users rely on. Meanwhile, the majority of those that used and embraced online services during lockdown planned to return to use physical services while blending in some digital usage, according to the Strathclyde study. There’s a limit to the appeal of digital services because of the massive amount of digital use already required in other parts of our lives. We simply tire of looking at screens and technology can sometimes frustrate. These users also missed interactions with library staff that are only possible when making physical visits. So growth in use of libraries’ online services certainly doesn’t suggest the demise of physical services. There are lots of joyful, sociable experiences to be had in libraries that appeal to everyone regardless of digital ability. Experiences range from Knit and Natter groups, to Tuned In jam sessions, to Techy Tea Parties. And these also serve deeper needs, supporting life-long learning and keeping users connected and safe from social exclusion. Talking to our netloan customer libraries, we know just how hard libraries work to get more users through their doors. They are forever finding new ways to communicate, from social media to new partnerships to direct outreach, so no one should miss out. We’re asking our customers what strategies have worked best and what other plans they have in mind to grow libraries as social hubs with ever greater reach. Watch this space for news on this topic! Libraries Week takes place between the 3rd and 9th October and this year celebrates the central role that libraries play in supporting life-long learning. Perhaps this time the emphasis should be as much on the library user as it is on the library. For those using their library, well done and carry on! If not, why not? Visit and enjoy the library service that has been designed and provided with you in mind. In these times of economic uncertainty, make sure you support your library simply by using it – it will help secure continuation of services for the next generation and hopefully more to come. After all, the library is a service our communities cannot afford to lose. We’d all be a whole lot worse off without it. Keep up to date with Libraries Week 2022 by following @librariesweek and share your plans at #LibrariesWeek. Above image by Darren Henley