Practical experiences of planning and delivering library e-services in The Royal Borough of Windsor and Maidenhead UKOLN Public Web Managers Event May 2004 Andrew Lewis

About this presentation Overview of what we have done. Format: two parts Electronic library services in RBWM – what we are doing and why Webwords project. Things that you might want to know Practical lessons learnt Factors that affect the process Q+A

Windsor and Maidenhead The Borough Population of approximately 140,000 Windsor and Maidenhead, plus 14 outlying villages The Borough is essentially rural 1000 acres of National trust land 5000 acres of Crown Estate 83% of the Borough protected by metropolitan Green Belt. Legoland and Windsor Castle! Council Liberal Democrat Controlled since 2003 Small Unitary Authority In house IT activity

Part one e-services

e-services? Library Computers Web pages Computers games Remote access services Automated self-service Projects

Library Computers Services available MS Office, Catalogue, Internet, e-ref, etc Games Authenticated against LMS Internet Access by age range not filtering Development E-services team develop and test Working with Ops team Reliance on IT for builds Monitoring and Statistics

Web pages Structuring Navigation Sections follow team responsibilities Content management based upon this Format Part of Borough website! Simple, low graphics, no frames Standard Features Service Information, locations, charges, documents etc Transactional Catalogue/e-reference Book reviews/customer comments form Online joining Consultation

RBWM library web pages

What children get at library event Something to do! What parents see Libraries provide activities for my kids and they have children's web pages and I can renew my books out of hours Cross Marketing

Computer Games loader.exe

Automated Self-Service Self-issue terminals at: Windsor Library Maidenhead Library Planned for Datchet self-service library project Self-renewals by telephone Using ITIVA system More accessible than Internet Pharos print release station Coin operated printing

Projects Webwords Thames Pilot Smart Card TV CAT Eton Wick dual access ICT suite Datchet Library Maidenhead Library Improvements Mobile Library Connectivity

Remote access services Public E-reference on web pages Catalogue Automated telephone renewals Web cam link and web form for customers Staff Shared network drive/teleworking Work.Together Chat Discussion lists

Part two webwords project

webwords Demonstration Keypoints Background Lessons Learnt

RBWM catalogue (Dynix WebPac) Thompson, Shelley

Darlington Libraries

Tameside Libraries (GEAC)

Bridgend (Geac)

Wandsworth (Dynix IPAC)

Bournemouth (Talis)

Webwords for reader development Allows staff to demonstrate around 500 books in one place Does not require getting any cassette or CD-players s out! Can be used anywhere via the web Simple search interface

Key points Based upon user feedback Comments from blind people about readers Allows browsing by hearing those readers Based upon standards Standard web protocols (HTTP) MARC – international catalogue standard mp3 – de facto standard for sound files Cross platform Will work with almost any system Dynix, GEAC, TALIS, standalone web pages

Background NOF Excellence Fund Bid in 60 seconds Previous experience in elderly and housebound library services

Lessons learnt What worked well Simple successful concept that works Allows shared use Local control over implementation Learning points Some library catalogues are not so accessible Longer term future depends on content creation

Summary Providing good e-services requires: Planning Knowing what you want to do and why Spending time gazing into the future Establishing good relations with IT The use of project planning Accepting that resources are finite Luck Attitudes of individuals Organisational structure, and infrastructure Enthusiasm

Practical experiences of planning and delivering library e-services in The Royal Borough of Windsor and Maidenhead UKOLN Public Web Managers Event May 2004 Andrew Lewis