Experiences, stories and feedback from our customers

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.

Lorensbergs spoke with Paul Daly, Executive Librarian at Kilkenny Libraries, about the roll out and introduction of Netloan PC booking system across their library sites. “A new city library was being developed which would include new PCs in three different locations across the building. As part of planning for the new library, discussions included a modern PC management solution for a bright new library space.”   Plans for Improved PC Management   Each location for PCs within Mayfair Library was designed for a distinct purpose: “The express PCs are for short stay and often used for printing; as for the children’s area it’s a dedicated space where the PCs are for their use only; and finally we have the adult research and study space upstairs, which includes laptops for loan and printing facilities. It was important to have a solution that would support the diversity of usage across this large new space.” Netloan had been on the horizon, as it already had a successful introduction at Kildare Libraries: “We decided to take a closer look at Netloan. It offered LCF (Library Communication Framework) connectivity to the Library Management System in place of SIP2. This would manage authentication more securely without having to get a VPN connection. “It also allowed us to control levels of access, with regards to parental permissions. We planned to use this authentication approach to ensure PCs in the children’s area were only used by children to maintain their own space. They have a different level of internet accessibility compared to adult PCs, with specific games and websites deemed age-appropriate, including educational sites and software linked from the PC desktop.”   Working in Partnership Towards the New Library Opening   The Netloan team, including engineers and support desk, are based at Lorensbergs’ headquarters in Hertford, UK. They are dedicated to supporting all Netloan customer libraries. Kilkenny Libraries worked closely with the Netloan team to support the introduction of the new system across 9 branches and library locations, including the HQ/local history services site: “It was excellent working with Lorensbergs. They have high levels of system expertise and are very responsive. Each staff member was easy to work with, with strong standards of professionalism. “From technical aspects and training, to organising meetings and clarifying hurdles, such as Netloan install support on our own cloud server. Also setting up LCF connectors and arranging rules for different categories was well achieved thanks to their engineer’s helpful communication. “It made the big project at Mayfair a lot easier and much more pleasant to deliver.” After some initial staff training at each branch, staff found the Netloan admin tools easy to use: “Netloan is fairly intuitive with a little training. It’s been easy to navigate and perform necessary tasks. Adding users, adding PCs, generating reports, managing bookings, changing times—all those elements are straightforward. “Its web-based nature means we can access it from any device — there’s no need to go to the same terminal every time.”   Importance of Good PC Management with Netloan   There have been a number of advantages moving to Netloan that Paul notes: “Centralised reporting in Netloan is particularly useful. It provides more reports than we’ll ever need. Each is easily accessible, clear and well laid out, which is very helpful. “We like the fact that the public can extend their PC sessions themselves beyond the initial allocated time. A key benefit of the automated system is understanding when it is and isn’t busy in the library, which is particularly helpful in some of our branches with higher footfall. Certainly in a central library, you need a system intuitive enough to let a patron extend their session without needing staff assistance and this is where Netloan really helps. This is particularly helpful in a large busy library like Mayfair. “The group booking functionality in Netloan is also useful as it helps us manage and increase the number of groups we can accommodate in the library on any given day.”   PCs are a key resource in the library   Paul explains why it’s important to make the most of library PCs with a good booking solution: “PCs are a key resource for research, general information, printing, classes, and digital literacy. PCs are still a stalwart in libraries and will continue to be. “We also have laptops available for use, but the PCs are workhorses and much easier to update and manage. “We’re making it possible for customers to book their PCs in advance, and there are plans to include PC availability and bookings in a full promotional push for Kilkenny Libraries.”   In Conclusion   Summing up Kilkenny Libraries’ experience of introducing and using Netloan, Paul adds: “Netloan is a straightforward piece of software, delivered in a comprehensive way for easy installation and management. It is uncomplicated and relatively easy to use with minimal training. The support ensures comprehensive coverage of what the system can do. We have always found it incredibly reliable and it requires minimal intervention. It has been a very positive experience.”   With thanks to Paul Daly, Executive Librarian at Kilkenny Libraries.

Catherine Cooke is a Systems Officer at Westminster and Kensington and Chelsea Bi-borough Libraries. Lorensbergs talked to Catherine about her long career as a librarian, how she’s seen technology enable better library services, and her experiences as a long-term Netloan customer. Over your time working at Westminster and Bi-borough libraries, what’s inspired and motivated you most? My career has brought me a lot of satisfaction over the years. I used to be a lending and reference librarian before becoming a systems librarian. So I’ve always felt that I’m not just doing this for the sake of the IT. It’s about knowing what the IT is supporting, the services you’re providing and how much users rely on them; making sure library PCs and printers are working as well as possible for these reasons. Technology is there to serve us, even though sometimes it can be trying! The right innovations can really improve library services, bring vital automation where needed and make them easier to support. Why are the People’s Network and library printing services important? Westminster Libraries has always placed importance on offering PCs to the public, and this actually pre-dates the People’s Network by a few years. It’s an important service as it enables people to access resources they might not otherwise be able to afford. So even if you have a PC and internet access at home, it’s still of benefit to come to the library and use digital newspapers or Ancestry.com or use one of our business databases. You can save documents to a memory stick from library computers, but often people prefer to take away a hard copy. So printing is an important service too when using these subscription databases. And of course we support those that don’t have computers and printers at home. Printing continues to be popular with a lot of people; even if they have a device, they often can’t print. Jobseekers use library PCs to produce and print CVs for example. During lockdown, we had a couple of libraries open in the north and south of the borough, so we could offer PC access to vulnerable residents. It’s not something that everyone realises, but Westminster and Kensington have pockets of deprivation that need this support. So it’s been important that libraries allowed them to access online services during lockdown and also afterwards – the need for public PC use is still there. Libraries are the approachable face of the council. People prefer to walk into a library and get help using a PC to access digital council services rather than visiting ‘the Council’ at Westminster City Hall. Our councillors are very pro-libraries and very supportive of our services. They were keen for us to keep a presence over lockdown so residents could continue accessing PCs. Our library senior management has always worked with our councillors so they’ve seen the success of libraries and how much they are able to help people. Our weekly IT help sessions are funded by the Abbey Road and Regents Park ward councillors. Above: Catherine trying out RFID equipment at Marylebone Library; Top of page: Mayfair Library where Catherine began her career. Why is Netloan important in supporting PC and printing access in your libraries? As a PC booking solution, Netloan has saved a lot of arguments over the years! The People’s Network is so important to the people that rely on it, so access needs to be managed fairly. With Netloan taking care of how long people have and when they need to log off, there’s no disagreement over which clock or watch is correct. So it saves staff from needing to intervene and it definitely ensures a much simpler, smoother system! People also use Netloan to book ahead. They might have a routine of booking from one week to the next, and come in after work to use the same computer every week. A lot of people just walk in and log in when needed, but the booking functionality continues to be really important. We have a link to the booking portal from our library app. So people know when they come in what they want is going to be available to them. For some, getting on a library PC is an important aspect of their leisure time. For others, it’s to do with the research they’re carrying out and they might need to use the PC in conjunction with the hard copy resources in the library. Or they might need PC access to keep up with family and friends. At Pimlico, the library is integrated with the local schools. Children use the computers and printers a lot for their homework. A couple of our libraries have got learning centres and we use Netloan to book out those PCs for the groups that come in. The IT help sessions support mostly older people to get to grips with computers and we also have homework clubs that use our PCs.   How have self-service kiosks supported delivery of library services? Self-service is one of the ways we want to go as we want to encourage people to do things for themselves. It also helps continue the reduction of cash handling which reduces our costs. We refreshed our kiosks during the pandemic and introduced card payments which was a major advantage. It reduced the customer to staff interaction which has been a necessity at this time. It also made it possible to stop handling cash. We have enquiry points rather than traditional staff desks now, allowing staff to do more floor walking and showing customers how to use self-service to issue books, book PCs and release their printing. This way staff can spend more time organising the stock, creating displays, and other tasks which benefit the whole library. It releases them from too many routine transactions. So staff like the kiosks as they allow them to do more interesting work. The customers find it really easy to use the kiosks. They reduce queues and generally save them time. We have some unusual usage patterns at Westminster with lunchtimes being extremely busy between 12 and 2pm. People come out of their offices and head for the library in their lunch hours. Some of our branches are near major train stations like Charing Cross and commuters nip back in after work so we have another peak at that time. The kiosks really help here and stop commuters from getting held up.   How have you found working with Lorensbergs as a Netloan customer? Working with Lorensbergs has gone very well. Your software works well. Your direction of travel is always the right way: you do the market research and know what the development requirements are for libraries. The Lorensbergs’ support desk is extremely good, it’s very responsive, explaining what’s needed and fixing problems quickly. When you’ve come on site for new installation work it’s gone very well with good training provided. And now you’ve got remote access for upgrade work which is a further improvement. We’ve been very happy with the Netloan software. It’s the ease with which PC booking happens, how people get their sessions. And also the ease of printing if people want to. It’s a single sign-on solution, all users need is their library card number and PIN and they’re logged into the PC. People can also book ahead using their Netloan account – if they’re on the way to the library on the train, they can make their booking and the computer is available for them to use when they arrive. The Lorensbergs’ partnership with Bibliotheca has been a driver for how we’ve organised things. It was important that customers could book PCs and print documents for themselves, so we really wanted to have these services integrated on our kiosks. The Netloan integration has kept customers happy by enabling them to help themselves without needing to go to staff.   What value have the Netloan user groups provided? I’m a great believer in the user groups. You get to talk to other Netloan customers about what they’re doing and hear about their experiences. You can compare notes on best ways to understand and address issues. Above: Catherine (8th from left in red) at the London & SE Netloan User Group 2014 at the Idea Store in Canary Wharf Hearing from and talking to the people who develop the software is also invaluable. You get a refresh on what’s come out in recent releases and what’s coming up which really helps with your own library’s plans. And you can approach Netloan staff to discuss and help resolve any issues you might be having.   What do you predict for the future of the People’s Network? It’s going to continue as it gives access to resources not everyone can afford. It’s not just about the computers but also the subscriptions libraries offer access to. You can’t get this depth or accuracy with sources like Wikipedia, and the way the internet is developing you often have to pay to read quality reference resources. Or you can access them for free at the library. Although phones are getting bigger you can’t do everything on them. You wouldn’t be able to produce a CV and it would be difficult to do this even on a tablet. And laptops tend to be expensive. Those who are jobseeking and needing to make applications and produce CVs are less likely to have access to PCs and laptops. Or they may want to do some research on a potential employer. I once directed a friend to the reference library at Westminster to look at certain business directories and do some research and he got the job! He’s always said it was because he was able to do that level of research for where he was applying to work. There are a lot of people doing small start-up businesses now who need access to business information databases. They might need help with using them and that’s where the People’s Network and trained library staff will always be important. Our business library at Victoria has desks and small pods for business meetings, so it’s a touchdown area for people to use as an office and access the business databases and other resources we’re providing there. It’s an area we’re developing and it’s growing in popularity with local business people.   With thanks to Catherine for sharing her experiences with us in this blog, and for her partnership and cooperation with the Lorensbergs team over the years. We’ll miss Catherine but wish her a long and happy retirement.

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

In late 2022, Mark Reid, Senior Executive Librarian for Kildare Library Service reached out to Anna Crilly, MD of Lorensbergs about implementing the Netloan PC booking solution across the 15 branches of their library network across Co. Kildare. Kildare Library Service had moved to a new Library Management System (LMS), Spydus from Civica earlier that year and Mark was in search of a new PC booking solution. In his survey of systems, two criteria were at the forefront of his deliberations: LCF (Library Communication Framework) connectivity and a web-based system capable of central management, configuration and reporting. Neloan ticked these boxes. The software supports a more dynamic approach to managing their 80+ computers with improved connectivity and new functions. With several new libraries in development, including the soon-to-open new Library in Naas, it’s been a great time to develop Kildare Libraries’ digital services. There are also exciting changes on the horizon with the Skills for Life programme, part of The Library is the Place, the new national library development strategy recently published. The new Netloan system has helped modernise services and will support the new activities that come with this development. Getting off to a great start Systems Librarian Oisin Cleere was involved with the configuration, testing and roll out of Netloan and is very satisfied with the benefits the new system has brought to library staff and customers. “As a PC booking solution, Netloan supports easy access to library computers. It enables quick log on using your usual library card number and PIN. Authentication is through the LCF connector to the LMS. This provides a more secure, encrypted connection which was an important development for us. “The experience of rolling out Netloan was extremely smooth with no significant issues along the way. Lorensbergs provided us with a live test system, providing a PC client and administration backend so we were able to see how it works in our environment. “Their technical team helped us to configure Netloan exactly as needed and gave us training. We began with rolling it out to a few major sites and then continued throughout the remaining libraries over a period of 10 weeks. We are very happy with how it’s been running since launch. “The Netloan admin tools are online and easy to use if we ever wish to change settings in the future. Training has been cascaded to all staff. Most had been using different PC booking software and some staff in smaller branches used manual methods for controlling access. All are happy with using the new system.” Supporting easier PC access and greater use Kildare Libraries’ experience of how Netloan works has seen a number of welcome changes. “Netloan supports greater use of library computers and a calmer environment. Users are able to extend their own sessions through the auto-extension functionality. This is a big improvement for both users and staff. “At present, users have an initial 50 minutes. Towards the end of their session, they can opt to have an extension. As long as there are no pre-booked sessions due, they can continue to extend every 50 minutes until the library closes. Staff do not need to assist with this process, and users no longer risk becoming frustrated when their session is about to end and they still have work to do.” Netloan automatically manages the whole process, displaying options with an on-screen dialogue box so that users always understand how much time is left and the length of extension available if needed. Also of huge importance is the ability to centrally access and run reports on PC use across the county. The online admin module facilitates centralised reporting, plus there’s a range of other administration tools to manage the full estate of PCs. Oisin says: “The centralised reporting in Netloan is a big help to us. Seeing stats for the whole library service from wherever you happen to be is great. It’s so much more useful than accessing them site by site.” Kildare Libraries have discovered that Netloan’s versatility goes beyond flexible reporting, online admin settings and auto extensions. Further important functionalities are explored in this next section. Netloan’s support for a vital service Computers are a key resource at Kildare Libraries and a service that the Library is keen to develop. “We often have customers come in that need help with digital skills. For example, it’s surprising how many children do not know how to use a mouse!” comments Oisin. “You can never assume that a smartphone or tablet is sufficient for what they need to do.” “We’ve provided a mix of laptops and tablets in the past, alongside PCs, but it’s the computers that have been more popular and remain in strongest demand. We’ve already offered digital skills classes on the PCs and look forward to doing more of these in the future. “We use Netloan functionality for group and recurring PC bookings and it’s proved to be clearer and easier than the previous system in use. It really helps staff to manage these activities. For example, it’s easy to set up a series of weekly events and then edit it to skip some weeks if needed.” As well as using the PCs to develop digital skills or attending related classes, there are lots of other uses: “Users drop in to the library and use the computers for all kinds of reasons. Some are making travel plans, other bookings or carrying out research. We have students come in to finish their projects. “The Netloan lock screen facility has been proving popular. Users can now step away from the PCs without leaving their session unattended. It’s reliable and great to have a solution that works consistently across our sites. It’s become more important with Netloan supporting longer sessions. It will also help with classes. For example, children might need more breaks for the dyslexia-friendly typing sessions that we run in our main branches.” Looking to the future With growing need for time online, computer classes and digital literacy support, computers are an important part of library services. Once the national Skills for Life programme is in full swing with facilitators in place, usage will further rise. Oisin discussed the Library’s plans: “We are going to allow users to book sessions ahead of use so they can plan their visits.” An online user account in Netloan makes it easy for users to do this on the web, for example, using a smartphone. Kildare Libraries will soon offer this facility from their website. “With better reporting we will also have greater opportunity to assess the use and success of new services, both at individual branches and across the county.” Summing up, Oisin concludes: “I would definitely recommend using Netloan. It works, it’s easy to use, and we’ve found it to be a convenient way of working.” Lorensbergs wishes Kildare Libraries well with their plans and looks forward to supporting them in the months and years to come.

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.

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.

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.

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

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.

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.