At our last user group we led an in-depth discussion on how libraries work with their IT teams. We focused initially on experiences of carrying out PC refresh projects, exploring how improvements could be made. The discussion extended to cover the general working relationship between IT and library colleagues – what’s working well and how improvements could be made. Throughout the discussion, the key focus stayed on maintaining a People’s Network that meets both patron and library needs for better service provision.
It was attended by 36 representatives from 30 authorities. 20% were from Central IT departments, 65% held roles in Library-based IT, and 15% were in other library roles. Here in our summary, we also include insights from a recent focus group on the same topic which expands representation on this topic to a total 34 authorities.
Read on to hear what was covered during the discussion, including examples of how IT and libraries can have closer collaboration.
What is the context of PC refreshes in libraries?
- While councils are having to make cuts, they usually realise that libraries are supporting the digitally excluded and underskilled so need viable public PCs
- Lots of libraries are moving to Windows 11 in 2025 which will involve a refresh. Windows 10 support ends on 14 October 2025
- Most often, the Council’s central IT team schedules and instigates the library PC refresh project; it may be based on OS going out of support, a new OS release or equipment warranty expiry
- Libraries might be included as part of the Council’s wider corporate refresh project with IT owning the budget
- If IT support is from a third party provider, the library would usually pay for the new PC hardware
- Where there’s regular communication between IT and libraries, they are more likely to be involved in a scoping meeting prior to the PC refresh taking place: libraries can input into what’s needed most for hardware and software configuration – more on this below
- Libraries not clear on what other authorities’ PCs provide – could learn from each other for ideas e.g. software and settings used
- Complaints from library customers about slow PCs can instigate an overdue refresh
- Emphasising security aspect of upgrading PCs e.g. from Windows 10 to 11 before support ends in October 2025, can help bring a refresh forward with IT
- Sometimes libraries have a mixed estate – not all PCs are on the same OS, leading to refresh projects becoming more piecemeal across the estate
- In some authorities, there’s no budget allowance for PCs. Funding has to come from grants. Covid helped focus more funding on libraries but this was very temporary, despite strong and rising usage since this time
- A library mentioned usefulness of Section 106 (S106) funding as a way to secure money for IT projects, including new PCs
Libraries often have a poor experience with PC refreshes. Here are the main reasons:
- Libraries are often not consulted by IT on what they want or need
- May only be told what hardware specification to expect and not asked what they require
- Might only get a ‘really basic build’ or a standard corporate image which isn’t very suitable for what libraries need – would require some tailoring at an unaffordable additional cost
- Only involved at point of testing, e.g. to review a test build
- One authority shared that old bookmarks got moved across which are now expensive to change; shortcuts for subscriptions are missing and need to be highlighted on the desktop
- There’s pressure from IT at some authorities to stop using Microsoft Office and move to a free version. This is received poorly by public who are unfamiliar with it, and leaves the library dealing with dissatisfied and frustrated customers
In between PC refreshes, there are different experiences of libraries and IT working together to make required changes:
- Just important as refreshes can be the software on the PCs and keeping it regularly updated; if IT support is not available, some library managers try to do this themselves
- Quality of PC user experience definitely drops between refreshes if image is not kept up to date
- If PCs need to be taken down from libraries for re-imaging, it can sometimes take several weeks or more which isn’t an acceptable timeframe. This is likely due to under resourcing at IT end
- One authority described how IT creates a master copy of the PC image and pushes the updates out
- Projects often take too long to get started with difficulty securing and retaining prioritisation; or they may be announced without sufficient warning for the library to prepare. Regular meetings help avoid unhelpful surprises between library and IT teams
- IT technicians work across multiple Council departments and have heavy workloads; record-keeping of PC builds and network structure can be poor, with knowledge not retained
- Outsourced IT is sometimes faster than inhouse, but can be prohibitively expensive to get changes made
- There’s not much opportunity to raise requests for adding new resources to PCs between refreshes
- IT security concerns can prevent library from making requests for software that supports coding and gaming activities
- Public would like AI tools e.g. ChatGPT – when is the opportunity to get these added? As libraries are public facing, they can be requesting new technologies that IT aren’t yet ready to support
- At some libraries, day-to-day issues or small changes are relatively good with IT. The bigger projects like new refreshes are the greater challenge
- Investing in higher spec PCs may mean OS can be updated without always requiring a hardware refresh too
- Co-locating more council services with libraries may make IT more responsive to library requests
There were lots of examples of how libraries and IT can have closer collaboration:
- Important that IT get a practical understanding that libraries’ IT needs are different from the rest of the council. Differences apply to both hardware and software. Note Lorensbergs’ related resource on PC support comparison here.
- Library staff who have built up a relationship with their IT teams are better able to pursue having issues resolved and are more likely to input into refresh scoping meeting and hardware requirements
- Relationship building can take time and experience
- New staff should visit the respective team to introduce themselves in person and get off to a strong start (taking a box of chocolates is optional but effective!)
- There tends to be lots of IT staff changes over the years so relationship building efforts need to be ongoing
- New IT staff should spend time in library, which would involve looking at infrastructure, understanding project requirements and to consider prioritisation; they could shadow library staff to understand use of systems; they should see effects of unresolved issues on public
- Should invite IT to library technology events so can see range of what’s on offer
- Works well when IT spend time in library talking with patrons too: what they expect, need and would like to see for when using public PCs; what they use them for
- IT should invite library staff into their department for appreciation of their work processes
- Direct IT counterparts tend to be more in tune with library needs than senior IT staff. Unfortunately, the more senior staff are they ones making decisions about PC spec and image; therefore it’s important to include senior staff in relationship building and visits too
- Initial impression for IT may be that library support calls are difficult to understand and tough to resolve so better avoided; failure to associate problems with having an impact on the public doesn’t help either
- It’s important to understand the nature of the impact on library patrons; this detail should be included each time a technical issue is reported so it can be triaged effectively, i.e. it doesn’t just concern PCs but involves the People’s Network which impacts on the reputation of the library and Council
- Knowledge of library systems is either absent or lost with staff changes and issues remain unresolved; takes time to acquire knowledge of how library systems work, including Netloan
- Better outcomes for library if they deal with a regular point of contact who is able to build up knowledge of their systems
- Regular meetings between IT and libraries can be monthly, bi-monthly or quarterly; works well to have them take place at the library to see services in action and the value they bring; also gives opportunity to demonstrate how IT input supports the local authority offer and grow a sense of ownership from the IT side
- It’s beneficial for IT to have someone in an intermediary role (e.g. account manager or business support/relationship manager) interfacing with libraries to understand their needs. They are able to triage issues, raise them with the right system specialists and champion library IT projects
- In some cases, the relationship manager may have system admin rights, so they might be able to resolve some issues directly themselves. Library-based IT managers may also be given this access to create or update an image, but central IT are cautious in providing this access
- IT tends to be reactive if the department is very under resourced; in some cases, IT cost cutting itself can result in library changes e.g. change of systems used to cheaper but less suitable versions
- It’s worth reviewing and refining the support ticket raising process to check it’s adequate in covering all required systems, that it’s jargon-free and that library staff are prompted to pass on all relevant information for getting issues resolved
- It’s effective if frontline library staff first talk through technical issues and their impact with the system librarian, who then raises the IT tickets with all the necessary details
- Attending Netloan user group workshops has proved to be very helpful for new IT staff – for getting to know libraries and their systems. Also new members are welcome to have time with Netloan account manager.
- IT representatives should join regular library supplier meetings and be introduced to their support desks
- IT should be included in internal library communications and advocacy
Thanks to all our Netloan customers who took part in this engaging and important topic. It’s essential libraries are sufficiently supported and funded to provide a People’s Network that supports their communities in so many important ways. We see so much good work and productive relationships already in place and hope that all libraries are able to benefit from the insights shared from this discussion.
