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.
