Experiences, stories and feedback from our customers

Hartlepool Community Hubs in the North East of England provide access to a wide range of resources, services, and activities for education, recreation, and community engagement. Printing is an essential public service that they recently enhanced with the launch of Netloan Wi-Fi print. Denise Sparrowhawk, Operations Librarian and Matthew Picken, Assistant Ops Librarian spoke with Lorensbergs about the changes this has brought to their libraries.   Importance of library print services   “Printing is a crucial service for Hartlepool library customers. It’s one of the main things we do for people. “It’s always been important to provide printing from PCs. Job seeking and digital skills developments are closely linked to People’s Network use and customers often need to print off application forms and other items when using the PCs. However, there’s been popular demand for some time now to print from own devices too. “When we launched the new wireless printing service (in April 2024), within two weeks new memberships had increased by over 40% compared to what we would usually see. “Since then, Wi-Fi print volumes have on average more than doubled total printing each month at the Community Hub.”     Choosing Netloan Wi-Fi print   Originally, the library enabled users to email documents from own devices to the library which staff would then print off for them. This often included boarding passes and postage labels. However, staff needed to manually delete print request emails and attachments for security purposes and for GDPR compliance. It wasn’t a satisfactory process either in terms of staff time or for data management. “We spoke with other libraries and reviewed solutions. We concluded it would be best to manage wireless printing in the same system as desktop printing and that the Netloan system was ideal for this. “We knew it would make it much easier if staff managed all printing in Netloan. The print release screen is very familiar and all our staff are comfortable using it. It’s an established and easy interface to use. It was also appealing to grow our print services without taking on an additional supplier.” Another huge benefit for having a combined print service was the holistic reporting: “We can track all print volumes much better now that it is all in one place.”   Introducing the new service   The staff found the new Wi-Fi print service easy to grasp: “Before launching it publicly, staff practised by sending documents to print from their own devices, then releasing them from the Netloan print release portal. It’s practically the same as releasing desktop print jobs, all we needed to do was to select the Wi-Fi print filter button on the queued jobs. “It was great to roll out such a big technical improvement so smoothly. IT changes usually meet a little bit of resistance, but not in this case! “The public have taken to using the new print service really well on the whole. It’s great that it took off so quickly, with new memberships up by over 40% in the first two weeks. “It’s easy for users to join with proof of address for full membership, or they can join without showing proof of address which allows them to use PCs, printing and a reduced borrowing allowance. Now that people are joining the library in order to print, they’re more likely to use other library services as well.”   Making the most of wireless printing   The introduction of the new wireless printing service coincided with a full PC refresh and Netloan upgrade. It was the final piece in providing a completely modernised PC and print service that the library has been keen to promote. “We’ve used social media and a video provided by Lorensbergs to publicise the service. We’ve also highlighted its availability by customising the posters provided with our own QR codes for the print upload portal, which we’ve displayed all around the building. It’s so easy for users to scan the code and submit their documents for printing. “All in all, we’re very happy with the solution. Customers like it and it definitely makes life easier from a staff point of view.”   With thanks to Denise Sparrowhawk and Matthew Picken at Hartlepool Libraries for sharing their Wi-Fi print experiences with us.

Wi-Fi printing at Slough Libraries is an important part of the digital offer and a service they are proud to provide. Lorensbergs talked with Patsy To, Operational Manager for Libraries and Culture at Slough, about the library’s introduction of Netloan Wi-Fi print and how it’s been welcomed by staff and customers. Patsy also updated us with feedback on some recent enhancements to the module. “It’s a service we’ve provided since early 2019 and gives a great example of how we continue to develop the digital services in our libraries,” explains Patsy. “We’re continually looking to improve all things digital – faster Wi-Fi and better computers. It’s important that we’ve also enhanced our printing. We would highly recommend Netloan Wi-Fi print – it’s one of the best decisions we’ve made!” Photo credit right: Julia Chandler/Libraries Taskforce Meeting user needs to print wirelessly As libraries continue to update and expand the technologies they offer, Slough’s introduction of Wi-Fi printing met a growing expectation amongst users: “Library customers would assume that the library supports printing from personal devices. They would ask ‘Why can’t we?’ when wanting to print from their phones, tablets and laptops. Libraries need to constantly adapt, so it’s great we’ve been able to expand our use of Netloan to provide this service and meet customer expectations. “As it was important for Slough Libraries to introduce a Wi-Fi print service for our customers, it was the first thing I prioritised in my role. Printing is also the biggest revenue generator for Slough Libraries, so it was an obvious service to invest in and expand – to be able to provide PC printing and Wi-Fi print side by side. “Since the pandemic lockdown, digital services are even more important and it’s what libraries need to continue to develop. At the time of introduction though it still felt pioneering and we were really pleased to start offering the Wi-Fi print service.” Getting started “Training was delivered over two days for Wi-Fi print. We took an informal approach to enable staff to get used to it, and practise using it from both the customer and staff perspective. This worked really well. We began with a soft launch of the service, then when staff were completely confident with supporting the process, we began to publicise it. “A stack of flyers were left in places where users with devices were most likely to be spending time in the library. Crib sheets to support quick understanding on the processes were circulated to all staff. All the materials provided by Lorensbergs were used and very helpful.” Staff and customer experience of Wi-Fi print “Staff find using the service is quick and easy. When news got round that we offered wireless printing it encouraged new users to come into the library with their devices. It’s also succeeded in meeting the needs of existing library members.” Some customers are very familiar with their devices, and prefer to print directly from them to a library printer. Some are working from home and simply wish to drop into the library to print a job without logging onto a computer. Providing Netloan Wi-Fi print meets this demand, providing opportunity to create paper copies of the many types of documents and information stored on mobile and home devices. “Customers need to print off forms before completing and returning them. They need to print legal documents, tickets for events and travel, and parcel labels. “They’ve found that using Netloan Wi-Fi print has made using library print services much quicker and generally provided a very positive experience. “Staff are quickly able to show someone how to print from their own device which is great when the library is busy. We also provide users with supporting materials, so they can easily see the steps needed to connect their devices to the service. Posters from Lorensbergs help publicise availability of the functionality to all customers using the library.” An update from Slough Libraries Following some developments to Netloan Wi-Fi print, Slough Libraries relaunched the module in 2022. They had also recently introduced the ability for customers to pay for their printing on the self-service kiosks. Patsy shared some new feedback and reported that Wi-Fi print continues to offer a great experience for both customers and staff: “The relaunched Wi-Fi print module is working like a dream. It is way more streamlined and the fact it is the same for iphones and androids makes life easier. We are also finding self-service print release from the kiosks to be a great experience for our users.” In conclusion “Printing in libraries is essential to meeting customer needs – it’s what our customers want and Netloan Wi-Fi print is a key part of this at Slough. Computer printing is still required and it’s essential for continuing equal access to library services, not least for jobseekers and benefit claimants. Having a combination of desktop and wireless printing means that all needs are met, and our libraries are able to provide the same quality and speed of service for printing from all types of device.” With thanks to Patsy To and Slough Libraries.

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

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

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

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

Neath Port Talbot Libraries is coming up to the first anniversary of launching Netloan Wi-Fi print across their 8 library sites. The libraries serve a mixture of town centre and rural communities. Lorensbergs spoke with Jeanette Jones, Senior Branch Librarian, who has been responsible for rolling out and launching the service across all 8 library branches. “Since we introduced Netloan Wi-Fi print a year ago, I can’t say enough good things about it. It’s enabled us to do so much and we’ve reached a whole new audience with it,” says Jeanette. “This is what we’ve heard from customers using it: It’s so convenient for when I’m out and about and I can collect my printing from any library. I’m always in a rush, and I can just pop in the library and grab my prints without using a computer. And this is what our staff have said: It’s so much easier using Wi-Fi print to print out things like labels and tickets. Users are already logged into their email on their phone, and they can easily upload it. Meeting Library User Needs “For some time now, customers have been coming in with their phones and asking if they can print from them. As we’ve been offering Wi-Fi in the library, they think ‘Why can’t I Wi-Fi print too?’” says Jeanette. “This was happening quite frequently, especially in our main branches in Neath and Port Talbot. They just wanted to run in, print what they needed and go without having to get onto a computer first.” Jeanette heard about the Netloan Wi-Fi print module from account calls and the annual Netloan user groups. She arranged to have a demo with the Netloan account manager and could see how easy it would be to use. As soon as the library sourced the funding for it, they went ahead. Demand for wireless printing had been increasing over recent years, especially with so much buying, selling and shopping taking place online. Customers have wanted to print return labels for Amazon or mailing labels for Vinted. They often need to print boarding passes and coach tickets. Staff had been used to leading these customers to a computer and asking them to log into their email accounts: “Often they wouldn’t know the password for accessing their email from a new device. It could become a frustrating process before they were able to print what they needed. “These customers don’t always want to use other library services. They just want to come in and pick up their printing. So Netloan Wi-Fi print is of huge value, as it means we can still provide a service to these customers and provide something that they keep coming back for. “They might rely on their phones in place of computers, but they don’t tend to have printers at home. Library printing is so important. Netloan Wi-Fi print is about supporting easy access to these important facilities.” Introducing the Service Setting up the service ready for customer use was very straightforward: “IT was involved from the get-go and were involved with testing the service. There were no problems at all. I received some training and it was easy to pass this on to other staff so they could roll it out in their libraries. Like the rest of Netloan, it’s been very easy to use ever since.” Key stats at Neath Port Talbot Libraries since introducing Netloan Wi-Fi print: Wi-Fi use in the library has trebled Wi-Fi printing is 20% of all print volume (all sites) Wi-Fi printing is 30% of all printing at Neath Library As well as staff telling customers about the printing service, they hear about it from the library website and social media, from posters and QR codes dotted around the libraries, and from seeing staff help other customers in the library get started. Customers of all age groups have welcomed using the new service: “We have people working remotely here in the library with laptops and we have people studying. Coming to the library keeps them motivated, rather than just working from home which can be quite isolating. They can come and have a chat with staff when taking a break.” Workways+ (employment support service) and job clubs make use of it. Plus it also supports opportunities for introducing new revenue-generating services to the library. The library has two rooms to hire out for business meetings and conferences. The ability for users to print wirelessly is an attractive service when hiring library space for these activities: “We’ve got training and conference facilities. So we can say to these customers now, if you’ve got your laptop, you can use it to print while on the library Wi-Fi.” With staff encouraging users with own devices to print directly from them, what has this meant for library computer use?  With computer time needed for so much else, these facilities are still in demand and well used: “The PCs are still very popular,” comments Jeanette. “Just now I can see there are 13 out of 16 PCs in use here in the library.” Jeanette concludes: “The value of having Netloan Wi-Fi print by far outweighs the cost of providing it. It’s about supporting good access to an important facility – library printing. Our staff are completely behind it, and use has risen very quickly. Everyone finds it such an easy way to print.” With thanks to Jeanette Jones at Neath Port Talbot Libraries for talking to us about their introduction of Netloan Wi-Fi print.