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ISSUE 32 | SUMMER 2014

Revealing new research Where next for local authority libraries?

The ‘Open Library’

How to extend opening hours and improve access

Getting connected

Delivering digital services in Suffolk

Deep sharing in public libraries

The time is now



The summer issue 2014

ULVERSCROFT 50th Anniversary

Welcome to the summer issue of Panlibus Magazine. There’s something to interest everyone in our latest edition which looks at the changing face of our libraries.

8-9 Where next for local authority libraries?

Following a period of significant change for local authority libraries Capita’s fascinating research asks what’s next and 44 local authorities share their views. As we all embrace and adapt to change, one particular Capita Additions Partner that has seen five decades of change is Ulverscroft and we are pleased to congratulate them as they celebrate their golden anniversary. To coincide with this major milestone, they have recently launched Ulverscroft Digital.

4-5 Getting Connected in Suffolk Suffolk Libraries share their awardwinning ‘Get Connected’ campaign, which despite reduced budgets and threats to library services across the country, has led the way in delivering new digital services to the rural county of Suffolk.

14-15 3D interactive library maps at University of Sunderland Ian Frost, Library Systems Development Officer at the University of Sunderland, talks about the their innovative implementation of libraryGUIDE+ and how it benefits both students and staff.

6 Bracknell Forest move to the cloud & UCLAN case study Bracknell Forest Council chooses Chorus to provide enhanced services, and the University of Central Lancashire selects LapSafe® Diplomat™ for laptop loans.

16 Ulverscroft celebrate their Golden Anniversary Ulverscroft reflect on the last 50 years and to coincide with this milestone, 2014 sees the launch of their new digital platform.

8-9 Where next for local authority libraries? Capita share key highlights from their research after feedback from 44 local authorities. 10 Extended opening hours and improving access to facilities with the ‘open library’ concept. Introducing open+ a new concept in the open library from library technology provider Bibliotheca. 12-13 Deep sharing in public libraries: the time is now Grace Kempster OBE shares the ‘LibraryPlus’ journey in Northamptonshire, and reviews shared services, the risks and the success factors.

20 Events & Partner News Upcoming events in the library calendar and news from our partners. 22 Nielsen LibScan Library Borrowings for 2013 Take a look at the latest LibSan data from Nielsen covering the Author Chart, Children’s and UK Total Consumer.

Another partner responding to the changing needs is Bibliotheca having launched the open library concept with open+ in the UK, thereby providing automation outside staffed hours. It will be interesting to see how UK libraries embrace this in order to maintain or increase their opening hours even when faced with budget cuts and fewer resources. Grace Kempster OBE, Customer and Library Services Manager at Northamptonshire County Council shares their experience of the shared service model, providing a practical view of the risks and success factors and highlighting why the time is right for deep sharing. We also showcase Suffolk Libraries’ award-winning ‘Get Connected’ campaign, innovatively delivering new digital services to the people of Suffolk. Finally, be sure to take a look at Lorensberg’s interesting case study from the University of Sunderland – discover why and how they successfully implemented libraryGUIDE+. So thanks again to all our contributors for their valuable insights. And now it’s your turn…. If you have any thoughts on any of our features, or any topics you’re keen to share with the library world in future issues, we’d love to hear from you…

Wendy Pugh Editor, Panlibus Magazine

Panlibus Magazine is a Capita production

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The views expressed in this magazine are those of the contributors for which Capita accepts no responsibility. Readers should take appropriate advice before acting on any issue raised. Reproduction in whole or part without written permission is strictly prohibited. ©Capita. All rights reserved. Capita and the Capita logo are trademarks of Capita or its licensors in the United Kingdom and/or other countries. Other companies and products mentioned may be the trademarks of their respective owners. | Summer 2014 | Panlibus Magazine


Getting connected in Suffolk

Getting connected in Suffolk James Powell, Suffolk Libraries

In a large and sparsely populated rural county such as Suffolk, the access to online information and services is crucial, with travel and rural isolation an issue for many people. The library service has a role in providing access to new technology for people in all sections of the community. Access to broadband from many people’s homes has remained limited in many parts of the county and many people on low incomes have no access to a computer at home, so many rely on the library service for using the internet. Against a backdrop of reduced budgets and threats to library services across the country, Suffolk Libraries has still been able to innovate and lead the way in delivering new digital services to the people of Suffolk which can make a difference to their lives. Perhaps not everyone would look to a rural county like Suffolk as a centre of digital innovation, but together with its 44 libraries and mobile library service, online services have become an increasingly important part of what Suffolk Libraries has to offer. These services now include an eBook catalogue which is growing in popularity and range, free online and streaming music, free Wi-Fi in 70% of libraries, and a pilot project to lend eReaders to customers. They are being marketed as part of the service’s ‘Get Connected’ campaign to encourage more people to use online library services or visit their library to get assistance and advice on making the most of what the internet has to offer. This work has been supported by a series of ongoing ‘Get Connected’ events at libraries which aim to help people become more confident in accessing eBooks and other online facilities available through the library. Suffolk Libraries’ Get Connected events


were recognised earlier this year when the project won the Digital category at the annual EDGE conference awards in Edinburgh. In giving Suffolk the award, judges commented that:

“This project shows that there is a deep understanding of the need to broaden the appeal of the digital offering to library users within Suffolk. What the entry demonstrates is that to build on the standard web offering needs imagination as well as perseverance in extending the offerings to library users with Wi-Fi, e-books and now music. It is the type of innovation that is being embraced by citizens as well as ensuring that the library offering reaches all the community.” Reaching out to the community is particularly important in Suffolk as the library service is now run by an independent and charitable body. Suffolk’s Libraries Industrial & Provident Society (Suffolk Libraries is the preferred shorthand) has been running the library service for nearly two years after it was transferred out of county council control. Suffolk County Council opted for this model after widespread public support for libraries encouraged them to find a way of preserving the service, whilst still making significant savings. The new organisation is running the service at around £2million less than before, but there have been no library closures or cut to opening hours. Suffolk Libraries is a membership organisation and all libraries are being supported to set up their own ‘Friends’ or ‘Community’ Groups. Many of these groups

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are helping with the effort to promote online services by helping to raise funds for additional equipment or, as in Thurston Library, near Bury St Edmunds, supporting the library to promote and lend eReaders in order to encourage greater use of eBooks. Mr John Self from Stowmarket heard about the eReader pilot and borrowed a NOOK with a Barbara Taylor-Bradford novel downloaded on it for his 91 year old mother. They were both impressed:

“My mother found the eReader very easy to use and was quite impressed with it. It’s a good idea to be able to trial something like this before deciding to buy one.” Mrs Self was having difficulty holding heavier large print books which she previously read due to her eyesight. She also has arthritis but quickly mastered the eReader, using the large text option. She finds the device is much lighter to hold and was impressed that it remembers the last page read.

She said: “Some of the large print books are quite heavy to hold and I have a bit of arthritis in my wrists. This is very easy to use and lighter to hold and it is so easy to switch the page over. I can’t knit or sew now or read the papers and now this has come along and I am really pleased with it.” There is also an ongoing project to upgrade public PCs across the library service which will provide a more reliable service for the many people who make use of the free internet access and will allow for more flexible use, enabling people to upload their own CVs via USBs when applying for jobs, for example.

Getting Connected in Suffolk

Picture: Courtesy of Edinburgh City Libraries

Library customers in Suffolk have been able to access free downloadable eBooks for several years and the amount of downloads is rising steadily. The amount of titles offered is now nearly 7,000 and in January, Suffolk Libraries doubled the amount of eBooks customers could download at any one time from three to six. In 2012/13 Suffolk Libraries lent 26,000 eBooks and for 2013/14 this figure was expected to reach over 40,000. Suffolk Libraries uses the OverDrive platform for its eBook catalogue and also offers an extensive range of eAudio books using OverDrive and OneClickdigital. Alison Wheeler, General Manager of Suffolk Libraries, says:

“Rather than see eBooks as a threat to traditional library services, we are championing them. We realise that there is a trend where the amount of physical library books being lent by libraries across the country is gradually reducing. This is something reflected in our own figures and is a reflection of the fact that more people are reading eBooks as they are such a flexible and convenient format. We still lend millions of books but it’s important for us to offer a choice and

to make sure we maintain a relevant and popular service which has something to offer everyone.” In November 2012, Suffolk Libraries was one of only a few library services to launch the new Freegal service, recognising the increasing popularity of downloading and streaming music, against the waning popularity and lending of CDs. The service is free and legal (hence the name) and provides all library customers with the option to download three free MP3 tracks a week, plus an online streaming facility. Freegal offers access to millions of songs including Sony Music’s entire catalogue. As with eBooks, the idea is all about providing another option and hopefully a way of encouraging more younger people to engage with the library service. One of the key aims of Get Connected is to tackle any possible uncertainty from customers and library staff about these new online services. Frontline library staff highlighted that they were getting an increasing number of customers coming into the library for further assistance in accessing not only Suffolk Libraries’ digital services, but other online services as well, whether it was using their computer at home or with a mobile device. Suffolk Libraries is delivering a programme of training for library staff to ensure they are confident in talking to customers about eBooks. Get Connected events invite customers to drop in with an eReader or other device to get advice about downloading eBooks and related digital services. The Thurston Library eReader pilot in May is the next stage in the ‘Get Connected’ project.

In what is potentially the first of its kind in the country, the pilot will make four NOOK devices available for customers to borrow for three weeks for free with support from library staff to download eBooks onto the devices. ‘Get Connected’ also helps to tackle rural isolation and lack of access to key services and information which many people face. In many villages, the free Suffolk Libraries Wi-Fi is the only place local people can access it, so it becomes a vital link for those who need to search for jobs or access online information. The library Wi-Fi has been delivered through a range of solutions; in some libraries it has been achieved through local fundraising or partnerships with other organisations. For example, Glemsford Library is a small rural library based in a village hall. Suffolk Libraries has worked with the parish council to share the cost of delivering Wi-Fi through the entire building. A full-time live-in carer told staff that Suffolk’s eLibrary was a ‘lifeline’. She uses eBooks all the time as when she is shut in caring for someone (in different parts of the country and for several weeks or months at a time) she can search the catalogue and find books to read without leaving the house. She said it had “changed her life” and was “a great service”. The provision of online library services is not new but the ‘Get Connected’ initiative is enabling Suffolk Libraries to promote what it can offer to traditional and new library customers.

FIND OUT MORE Email: Web: | Summer 2014 | Panlibus Magazine


Press Release & Case Study

Capita selected to support Bracknell Forest library services Bracknell Forest Council has selected Chorus, Capita Software Services’ cloudbased library management system (LMS), to provide an enhanced range of library services across its nine sites. The software will provide staff with an up-to-date and userfriendly library system and customers with an improved user experience. Capita will host the LMS, and manage the hardware, routine maintenance and data security, reducing the Council’s operational costs. Library customers will be able to access library services both online and via web browsers on smartphones and tablet devices. Chorus is also being integrated with the

Council’s e+ smartcard, which on top of traditional library services, such as borrowing and renewing books, gives customers an easy and simple method to register for other local services, including leisure facilities, concessionary bus passes and shopping discounts. Ruth Burgess, Head of Libraries at Bracknell Forest Council, explains. “We know that our customers want to hold onto aspects of the traditional library but at the same time have access to services at times that suit them. It is our priority to improve the overall library experience, by using the latest technology and software. We have selected Chorus as it provides the functionality and flexibility we need to achieve this.”

Karen Reece, Head of Libraries at Capita Software Services, adds, “We have spent many years working closely with local councils to be able to provide them with cost-effective solutions that benefit both staff and customers. Crucially we understand the importance that Bracknell Forest has placed on integrating their Smartcard into other council applications and have ensured that this is seamless for the customers. We look forward to working with Bracknell Forest Council as the library continues to play an important role in the community.” For further information regarding Capita’s suite of library solutions, visit

University of Central Lancashire look to the LapSafe® Diplomat™ LMS to solve their laptop loan needs The University of Central Lancashire (UCLan) in Preston was founded in 1828 as the Institution for the Diffusion of Knowledge. To heighten students’ experience at the university, UCLan decided to loan out laptops, so they purchased six LapSafe® Mentor™ trolleys to store and charge their devices. Initially, library staff would sign the laptops in and out for students, fill out a booking form and keep a manual log. However, this became time consuming for staff as they were unable to fulfil other duties, and it was also very hard

to keep track of who had loaned the device and for how long. Library staffing hours are 8am – 5pm, so students were restricted to what time period they could loan a device. The university recognised that this was becoming a problem and approached LapSafe® to see if they could recommend a more suitable loaning system. The university had used LapSafe® for years and wanted to stay with a brand that they trusted. After consultation, the university decided on a 72-bay locker system that loaned out the laptops linking in to Capita’s Library Management System. Ian Hey, Print and Buildings Manager at UCLan, says, “We have 30,000 students and our laptops are always being used. We had 300 laptops to individually loan out; this used up a lot of staffing hours having to fill out a booking form and was hard to track. We now


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have 72 laptops in use with the Diplomat™ LMS and find that this is much more beneficial. We are now getting the full potential from our investment into LapSafe® and the students prefer the ability to self-loan a laptop whenever they need. We chose LapSafe® as they are the best on the market and the unit was the most aesthetically pleasing. The Diplomat™ has changed the way our library works; it is now in 24 hour use and students can use resources whenever they need to. To read the full case study go to: university-of-central-lancashire

Where next for local authority libraries?

Where next for local authority libraries? New research from Capita provides some insight. There’s no doubt that in response to an austere climate, local authorities and their libraries have been though a significant period of change. With financial constraints set to continue, Capita undertook a series of telephone interviews with finance directors, directors of culture and heads of library services at 44 local authorities to find out what they thought the future held. Here we share some of the key insights from our research. Funding will remain tight but substantial cuts are over Many respondents to our survey commented that they had cut services over the last two years in response to budget cuts. The majority of respondents (68%) expected pressure on their funds to remain, however there were signs that the tide is beginning to turn and perhaps the worst is over for local authority libraries. Around 15% of respondents thought that their budgets would remain the same or similar to current levels over the next three to five years. The vast majority (70%) expected to see budgets continue to decrease over the next three to five years. Interestingly, only 15% expected to see a substantial decrease in budgets, indicating that while finances will remain tight, the worst of the funding cuts are over. Perhaps unsurprisingly, no one predicted an increase in budgets! The overall sentiment among those interviewed was that they had coped with quite severe cuts over recent years, the dust was beginning to settle and new ways of delivery and working were already being implemented, but more was needed in the future to maintain delivery.

How people access library services is changing The way local authorities provide library services is clearly changing. Library building closures and cuts to mobile services have been widely reported and this was borne out by research, with many respondents providing insight into how they had had to


close branches, cut mobile services or reduce opening hours. It’s likely that this trend isn’t over yet, with

77% of respondents predicting more library closures and 72% predicting fewer mobile libraries. That said, some had opened new libraries and some had closed branches yet increased investment in some of those that remained. Despite this rather bleak backdrop there was plenty of evidence of local authorities redesigning their services to work within the constraints they face. One of the most common initiatives identified in the research was that many authorities have been considering how library spaces can be better utilised. There were plenty of examples of how libraries have brought in other services or were combining with other functions to ensure continued provision of library services, either traditional book lending or access to other resources. Examples included moving libraries into leisure centres and development of community hubs. Combining library services with other services was indicative of a broader theme, with many libraries looking to support broader authority wide initiatives such as “digital by default”, welfare reform, and health and well being programmes. By combining with other services, many hoped to adopt a more customer-centred approach, looking at the range of needs of their population rather than service delivery in demarcated silos. This emerging trend looks set to continue, with 75% expecting to see an increase in community access points for library provision.

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Technology will support new service delivery Technology also has a part to play and respondents seemed open-minded to emerging technologies such as automated, unmanned libraries.

Almost 10% of respondents strongly agreed that we would see the introduction of automated libraries and a further 56% agreed. Only 18% disagreed while the remaining 16% didn’t know. There was widespread support for e-Resources with over half of respondents (56%) agreeing that we would see libraries switching investment to e-books and e-resources, though 27% disagreed and the remainder unsure.

Communities are becoming more involved in the running of libraries With much in the news regarding shared services, library trusts and volunteer involvement, we asked respondents about the delivery models that they were using and how they planned to change them in the future. As you would expect, over half of those interviewed had already involved the community in one way or another. The two most common approaches were communitymanaged libraries (community-led and largely community-delivered, sometimes with paid staff, but often with some form of ongoing Council support and often still part of the public library network) and community-

Where next for local authority libraries?

supported (Council-led and funded, usually with paid staff, but given significant support by volunteers). Most of those who had involved the community were positive about their experience. Many saw community involvement as a route to keeping libraries, typically the smaller and more remote ones, open in the face of financial pressures. Respondents highlighted the challenges involved, including opposition from the public and the consequent need to consult and seek political approval.

Throughout the conversations a number of barriers were mentioned which may explain why a smaller than might be expected number of local authorities are considering shared service arrangements. Many practical challenges were highlighted including different parties having different agendas, library management software and working practices. Some also cited difficulties in deciding who pays for what and some had negative experiences of shared services in other parts of the country.

Despite these challenges, community involvement looks set to continue with 43% of respondents planning to consider community involvement in the next two to three years.

The political makeup of the council was a common concern for many interviewed. Some interviewees saw independence as very important and some councils had given a political commitment that their libraries would continue to be staffed by their own staff.

Many seem unsure about shared services When it came to shared services a variety of examples were given, ranging from consortia formed to buy books and equipment through to fully fledged shared services between two or more authorities.

Most of the respondents that we interviewed (72%) agreed that we would see more local authorities coming together to share services, however only 34% had tried any kind of shared service to date and only 34% planned to consider it in the future.

Some respondents questioned how differing political complexions and agendas would play out in any sharing of services. Added to this was a concern than political change locally and nationally was a risk that might lead to sharing arrangements unravelling.

There were however examples of local authorities and their customers benefiting from shared services. Some had increased buying power through joint book supply contracts and others had enabled their library tickets to be interchangeable between all library authorities in their shared service. Those considering shared services also provided some insight into the expected benefits, which included cost savings, a method of keeping libraries open and an opportunity to improve service delivery.

A passion to do the best for library users As we completed the research project, one thing that really stood out was respondents’ passion for the library services that they deliver and a real desire to do the best for the communities that they serve. It was clear that budgets would remain tight, but that respondents were receptive to new and innovative ways of delivering services but always with a focus on their communities. As the saying goes, the only constant is change, and this is certainly true of libraries and will continue to be so over the next few years.

FIND OUT MORE Email: Web: | Summer 2014 | Panlibus Magazine



Extending opening hours and improving access to facilities with the ‘open library’ concept Darren Ratcliffe, Managing Director, (UK)

The reductions in public sector expenditure for many local authorities have dramatically impacted the funding provided to libraries. As a result, public libraries have been forced to rethink and evaluate the ways in which they can operate, and many libraries have taken the difficult decision to reduce their opening hours or even close a library altogether. The severity of many budget cuts means incremental cost savings may not reach far enough - this is the opportunity to be creative and visionary about our library and find innovative ways to cut budgets without cutting services. The library is much more than somewhere just to obtain reading material. The public library is a focal point to serve the needs of a community. It is very difficult to reverse the declining use of libraries if we are not representing the needs of the communities they serve. Logic would suggest that if we reduce the supply then demand will continue to fall with certain user types or demographics now unable to access the knowledge and resources. One way to develop a positive vision for the long-term future of our libraries is to increase access, extend membership and develop new services and enterprise.

Technology can be a powerful enabler to facilitate change and has long played a part in supporting libraries and library staff, allowing them to automate tasks and streamline processes. Library technology provider Bibliotheca has recently brought to the UK an open library concept called open+. By implementing a range of hardware and


software components, libraries can automate not only the self-service transactions but also library access and the library environment. Even with budget cuts, libraries have the option to maintain their existing opening hours or even increase access, giving the community the choice on how and when they engage the library services. open+ is a fully integrated solution, designed to work around available staffed hours and to ensure opening times and access are not cut even if budgets are. In addition to controlling opening times and access hours, the solution can be configured to offer full control of all library equipment (selfcheckout kiosks and public access computers for example) and can provide communication announcements, for example, when the library is closing. open+ also includes CCTV cameras for increased public safety and gate control for stock security, and can control lighting and alarms. An intelligent library and a flexible open access space for genuine library users. Although new to the UK market, the open library concept has been operating successfully in around 200 libraries in the Scandinavia region for more than six years. Libraries that were facing similar tough budget decisions chose technology and service innovation to continue to serve their

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communities. The concept has proven to be a huge success in the Nordic countries; since deploying the solution many libraries have experienced growth in the number of patrons and types of user who perhaps were unable to access the library previously. With an open library, visitor numbers on average were seven times greater during staffed hours but transactions were four times greater during open library hours. This reinforces the importance of our library team and the service they deliver, but also demonstrates the service requirements outside staffed hours for a wider focus for the whole community. This is about access to the library when you want and need it and flexibility in how you interact with the services that are important to you. One of the other advantages of the solution is that it can facilitate opening additional smaller branches at a significantly lower cost than opening traditional branches. Many libraries in the Nordic region have implemented this strategy by utilising staff in their larger, main libraries but running smaller, unstaffed branches in an effort to provide library services to those that otherwise would not have access to a library service. New library requirements for expanding communities are now much more affordable. The skills, passion and wealth of knowledge provided by library staff cannot be replaced by technology, but technology can facilitate innovation and help transform the library service. Budget cuts are a reality and with that comes difficult decisions. However, these cuts do not have to automatically result in cuts to the availability and access of our library services.

FIND OUT MORE Tel: 0161 498 1140 Email: Web:

Our self-service booking solutions keep you in control… … of resources, staff time, not to mention the user experience

when visiting your library. You’ll find it’s a smoother, happier operation all round. For flexible solutions that cover: • PCs • Print payment • Wi-Fi • Rooms • Appointments • Media/AV equipment • Events • Courses • Resource charging • And much more… Solutions accessible via web or kiosk. Integration possible with all leading LMS providers. Call: 01992 415505 Visit: Email: Follow us: @lorensbergs

Deep sharing in public libraries

Deep sharing in public libraries: the time is now Grace Kempster OBE Customer and Library Services Manager Northamptonshire County Council

Jorge Solis Principal Librarian – Transformation Northamptonshire County Council

A track record of partnership working If there were a quality mark for partnership working, libraries would win hands down – again and again they are said to be “a cost effective way to deliver… amazing cross sectional reach”. Here in Northamptonshire, we see partnership working as second nature. For instance, we are working with Citizens Advice Bureau (CAB) to train all our frontline staff so that they can deliver accredited debt and money management advice. This responds to immediate needs and builds on our libraries being that trusted, stigma-free place customers can rely on - at the heart of their community, open evenings and weekends (including Sundays). This knack for partnership and cooperation is well rooted in UK public library history: as early as 1931, far-reaching cooperative arrangements were being developed, initially focused on sharing the burden of labourintensive processes1 and swiftly followed by other forms of cooperation including interlibrary lending and procurement consortia. Capitalising on the combined buying power of multiple public library authorities to drive a harder bargain, some of these consortia have built a deserved track record in achieving value for money.

Beyond procurement The current context for public services, particularly in local government, requires little elaboration. We are all familiar with the socalled ‘Barnet graph of doom’2. Public libraries, like the rest of local government, face difficult challenges and it can be tempting to view the current climate as ‘tough times for libraries’, forgetting that customers face challenges too.


In this situation, much of what is good in existing public library cooperation begins to fall short of what is needed – there is nothing wrong with saving £200k over the lifetime of a book-buying contract, but if the scale of required savings is in the millions then cooperation models need to be re-examined to take cooperation and resource-sharing further and deeper. Shared services, used to good effect for administrative or infrastructure functions in local government, should be looked at for public libraries too.

Elsewhere in local government Let us share one example: ‘Local Government Shared Services’ (LGSS), started in 2010 when two county councils, Cambridgeshire and Northamptonshire, formed a ‘joint committee’. Three and a half years on, LGSS delivers a wide range of transactional and professional services. An independent audit3 established that within its first year LGSS had achieved its target savings - and has continued to do so since. “In total LGSS will deliver additional annual savings during 2012/13 of £5.69 million, taking the total level of annual savings since the inception of LGSS to £9.47 million or 11.4 per cent of the cost base. Reduced management costs and economies of scale through the integration of teams and services have made a significant contribution to these savings.” The auditors have also identified other non-financial benefits, including ‘improved operational resilience’, ‘staff motivation’ and ‘opportunity to learn from each other’s experiences’. Entities like LGSS are not about big bureaucracies, unaccountable and detached from the communities they serve. Rather, they are about pooling expertise and resource to support and enable local front-line delivery by people who “understand our business”.

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Can I try? The burning question is, bluntly, why should public libraries not do the same and pool their resources across the borders of different authorities, building on and extending existing collaboration to take it those crucial notches further? There will, of course, be barriers and critical success factors to consider. Among the success factors, we would like to single out three: • Customer focus: it is very easy to say we are ‘customer-focused’, but what do our customers say? How do we measure against benchmark standards like ‘Customer Service Excellence’? Two or more partners in a ‘shared services’ arrangement can certainly cross-fertilise best practice for further improvement, but it will be difficult for the partnership to work at all if customers are not the driving force. • Entrepreneurial ethos: the LGSS experience suggests that building a far-reaching, complex partnership needs to be approached as an adventure – the plan needs to be clear about the desired outcome, stages, boundaries and available resources, but accept that along the way things will arise and will have to be dealt with. It is not a case of handing over a ‘specification’ and seeing the finished product emerge from the production line, in every detail exactly as originally planned. • ‘Lean thinking’: do all our processes add value to the customer? Do we have any processes that exist simply to pre-empt the very small proportion of cases where things will go wrong? For a ‘shared services’ partnership to succeed, ‘lean thinking’ must be in its DNA: whenever there are different ways of doing something, the one that delivers most customer value at the lowest cost must prevail. Both partners need to embrace this principle.

Deep sharing in public libraries

In thinking about shared services in the light of these critical success factors, there will be delicate but unavoidable staffing issues. To suggest otherwise is to feed a dangerous and ultimately futile delusion. What we can – and must - do is approach the issue with mutual and collective honesty, courage and fairness. We should future-proof staff, encouraging and nurturing their development in a way that supports the strategic objectives of the service while offering future alternatives and choices.

LibraryPlus – a journey In Northamptonshire we have been aligning with these success factors and continue to do so. With the strong support of our communities, we are meeting the fiscal challenge while keeping all our 36 libraries open, with opening hours weighted towards evenings and weekends – including Sundays. We have protected the book and media fund. We have achieved planned savings. We have become ‘LibraryPlus’ – integral to the county council’s customer relationships. ‘LibraryPlus’ is about being proactive, not reactive; about involving customers, not just delivering to them; and about continuously seeking opportunities for further integration with other council services. While we have made staff savings, we have invested on our front line, creating a new role of ‘customer advisor’ – two grades higher than the old ‘library assistant’ role. Customer advisors and library managers are pivotal to delivering a range of “plus” services from libraries and developing local partnerships, volunteering and support – backed up by self-service as the norm (our average take-up is above 90%). I feel confident we are ready for a ‘shared services’ partnership and would have a great contribution to make to it, in terms of expertise about public libraries and direct access to the LGSS know-how on setting up and running a ‘joint committee’ model.

The greatest risk of all Of course there may be risks in a ‘shared services’ model: we may fail to gather the necessary support, both from elected members and senior officers; we may find it difficult to win staff buy-in; respective partners’ corporate set-up – culture, processes, IT infrastructure – may prove too incompatible to harmonise within sensible timescales. The list could go on – putting in place shared services

that go to the core of what we do is unlikely to be plain sailing. The ‘do nothing’ option, however, poses the greatest risk of all: simply reducing and degrading services to match our diminishing resources can lead to a well-known downward spiral of decline. Reduced opening hours will lead to fewer visits and curtail opportunities to deliver other partners’ services. If visits fall so will income, and we will become less relevant – to customers and communities, to the local authority, to potential partners out there. Slowly but surely, a cherished public service will go from being at the troubled but beating heart of local government, to the equally troubled but far less vital periphery.

increasingly digitally-dependent lives. Libraries once took a lead in building self-betterment and a literate nation – it is time to take centre stage and build a digitally fluent nation.  This requires garnering – crowdsourcing – the talents, skills and energies of local people so they can help each other, with a shared endeavour to ensure no-one is left behind (in Northamptonshire, for instance, we are already doing ‘Managing your digital life’ sessions). Libraries have a track record of strong back-office connections – and a strong sharing ethos. Now more than ever we need to connect for impact. Waiting for the right time is over. It really is now or never. 1 See for example: History_of_SWRLS

The time is now We need to “make it so” and an especially essential relationship is with our IT colleagues with whom our fate is deeply entwined. With the development of open source and the drive for 24/7 support, libraries may find their needs synchronise more with retail and less with the public sector – though it is clear that there are developments especially with the “work anywhere, anytime” culture in health, the police and other parts of public service. If libraries are to thrive, our fate is entwined with that of our customers and their

2 3 LGA and Drummond Macfarlane: document_library/get_file?uuid=6c30f9a9-4574-491b-ba972969448d014b&groupId=10180

FIND OUT MORE Web: | Summer 2014 | Panlibus Magazine


University of Sunderland

3D interactive library maps project at University of Sunderland Ian Frost, Library Systems Development Officer at the University of Sunderland talks about the implementation of libraryGUIDE Access+ from lorensbergs.

The University of Sunderland has a population of around 15,000 students, with a further 2,000 students at its London campus in Canary Wharf. Following results of the National Student Survey in 2010, the University became aware that students were struggling to locate resources within the institution. One of the key areas of focus was the University’s libraries: The Murray Library which houses resources for Design and Media, Applied Science, and Education and Culture; and St Peter’s Library for Business and Law, Computing and also for the University’s Media Centre.

Students were found to have difficulties locating particular sections of book shelving. Relying on the Dewey classification system, some students were finding it challenging to navigate the layout of the libraries and were spending too long searching for the books they required. Uncovering this issue prompted a new Library Service initiative to find a solution that would make navigating the floors, bookstock and facilities much easier and more productive for all library users.

A fresh approach with libraryGUIDE Library staff were aware of libraryGUIDE Access+ from lorensbergs which provides hosted 3D interactive maps of library floorplans, their contents and facilities. The maps can be displayed via onsite touchscreens and online, enabling library customers to interact with the maps to locate everything they need, or simply plan their visit in advance. With this rich feature set, staff felt that libraryGUIDE mapping software would be able to resolve the problems

identified and offer library customers a new and innovative way of finding their way around the buildings. Ian Frost, Library Systems Development Officer at University of Sunderland, was involved with the implementation: “There was a refurbishment project taking place at that time, with the objective of achieving an updated design more aligned to current learning and teaching requirements and to give a contemporary feel to the libraries. The acquisition of libraryGUIDE became part of the project, and also made use of new touchscreen kiosk computers, which were ideal for displaying libraryGUIDE onsite.” The maps were set up to display 3D floorplans of both libraries, identifying where each subject area was located, as well as each library’s PC suites, quiet learning spaces, catering facilities and fire exits. At St Peter’s campus, it also extends beyond the Library itself, to map the whole of the Prospect Building in which the Library is located. In addition to viewing the online maps from a kiosk, Library staff envisaged going one step further and integrating the discovery maps into their Capita Prism Catalogue. Staff felt that creating a link from a library record directly to the position of that item within the Library would prove to be very beneficial for students and address their difficulties of being unable to locate specific items. This functionality, known as Direct Mapping, was available from within libraryGuide but it had never been integrated into a Capita Prism Catalogue. Staff at Sunderland felt this would be an exciting project to work on, a first for the University of Sunderland, and would be a good complement to other Prism enhancements such as book jackets and enriched content. 

Problem solving with Direct Mapping

The Murray Library at University of Sunderland


Panlibus Magazine | Summer 2014 |

The ‘Direct Mapping’ integration became the second phase of the project. Library staff worked closely with Capita, their Library Management System (LMS) provider, and with the libraryGUIDE developers to put the mapping in place.

University of Sunderland

View of libraryGUIDE 3D map and resource menu for St Peter’s Library, Prospect Building, University of Sunderland “Setting up the Direct Mapping functionality was an important project, and the Capita and libraryGUIDE teams were always very helpful and professional. Since then the product and mapping has worked beautifully without any problems!” adds Ian. The direct mapping functionality from the online catalogue has proved incredibly successful, and Sunderland have found it easy to maintain in order to keep the maps up to date. “If stock is moved or expanded, it’s very easy to use the software. You can just drag and drop where to move the flashing indicators, or easily add more buttons,” says Ian.

Project outcomes The availability of the interactive library floorplans on the touchscreens has proved very popular with students. “Since implementing libraryGUIDE, staff are getting fewer queries from students about where to find items of stock. Students are also spending less time walking around searching for books, and more time reading. They’re able to see the improvement of how we’re assisting them in the library,” says Ian. “Instead of needing to work out where to go, they just press the button on the map. Some Dewey sequences on sections of shelves were

consistently being missed by students. Now the map sends them in the right direction.” “We had a lot of involvement with how the maps initially came about and with direct mapping it’s a great feature. From the catalogue entry point, we couldn’t ask for much more than to find the item in the catalogue, click a button, and be shown exactly where to go. I think it’s great!”

The libraryGUIDE project has proved to be very successful for both staff and students at the University of Sunderland, and they are now planning the launch of a mobile version of the 3D interactive floorplans – another first for libraryGUIDE in the UK!

Catherine Cookson reading room at St. Peter’s Library

Further initiatives using libraryGUIDE Direct mapping of items to their exact location in the Library has since moved beyond online catalogue records and the location of book stock. Opportunities have been identified to direct students to other library resources via the interactive maps, embedding the links from further points of need. “We went down a few different paths to get where we are: there’s the touchscreen kiosks and the catalogue entry point. Then we realised that if there’s a need for a particular service, the direct mapping can be used to tell people where to find it, and direct them to the right part of the building,” says Ian. Now, when the Library wishes to promote certain services on its website, for example quiet learning spaces during busy revision times, a website campaign can be set up to provide links that launch the map and show where the new or relocated resources are available in the Library.

FIND OUT MORE about libraryGUIDE Access+ Web Email Tel 01992 415505 Twitter @lorensbergs | Summer 2014 | Panlibus Magazine


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Thinking Libraries S O L U T I O N S











ULVERSCROFT 50th Anniversary Ulverscroft Large Print Books Limited, was formed by Frederick Thorpe in 1964 as a non-profit making organisation to republish standard books in large print for sale to public libraries. Over the years, Ulverscroft acquired other large print book publishing companies to form Ulverscroft Group. The world of 1964 is a far cry from the world of 2014. It was a world which saw Alec DouglasHome as Prime Minister until October of that year and replaced by Harold Wilson. It was the year that £10 banknotes were issued for the first time since the Second World War; HM Queen Elizabeth II gave birth to her fourth child; it saw an end to what were then the longest criminal trials and jury retrials in English legal history when verdicts were passed on the Great Train Robbers; Liverpool won the Football League First Division for the sixth time in their history; Mods and Rockers fought out their differences on Clacton beach; The Beatles’ first film A Hard Day’s Night was released. Publications included Agatha Christie’s Miss Marple novel A Caribbean Mystery; Ian Fleming’s James Bond novel You Only Live Twice; and Ruth Rendell’s first novel From Doon with Death…

And Dr Frederick Thorpe, OBE, pioneered and developed the format of large print, enabling those with visual impairments to once again experience the joy of reading. This wouldn’t have been possible, however, without Dr Thorpe’s continued commitment and passion to make this format available, together with the intervention of fate, in the name of the doyenne of crime writing, Dame Agatha Christie. A chance meeting with Agatha Christie at Collins Publishers resulted in the great lady herself wholeheartedly endorsing this new and untried format and giving Dr Thorpe carte blanche to publish all her titles in large print. Large print in its unforgettable quarto format, with its plain, utilitarian jackets, (though even in those early days, colour coded to enable the library user to easily select their preferred genre) and limited number of titles, was born. Continually driven in his passion to serve the needs of the visually impaired by making large print available through libraries. Dr Thorpe travelled the world visiting library after library until large print made its presence known in the UK, Australia, New Zealand, Canada and the USA. | Summer 2014 | Panlibus Magazine


Fast-forward to the early 1990s and the wonder of the ‘talking book’ in cassette format made its first appearance! For those whose sight had deteriorated to such an extent that even large print was not readable, this opened up a whole new realm of possibilities. Now those with visual impairments were no longer excluded from access to books and could discuss books they had ‘read’ with their sighted friends and acquaintances. The formats of both large print and unabridged audiobooks continued to grow in both popularity and range of titles published. Ulverscroft large print titles became smaller, more lightweight and fitted with modern jackets. The large print book had become almost identical to its standard print counterpart. Cassette format was joined by CD format, and MP3 CD, and finally, in 2014, fifty years after it all began, Ulverscroft launched its new digital platform. Ulverscroft’s digital platform has been developed specifically to provide free access to eAudio and eBooks to all library patrons in the UK, Republic of Ireland, Australia and New Zealand. Designed with simple and easy user navigation, whilst integrating directly with the Library’s Management System, this platform


contains an excellent selection of titles, ranging from Lee Child to Jo Nesbø. North Yorkshire Libraries were one of the first libraries to go live working on successful integration with the Capita Library Management System.

In the more than 25 years I have been involved in library supply Ulverscroft has been the one constant in an ever changing world of takeovers, name changes, and business failures. Peter Douglas, Mark Merrill and the team are a pleasure to deal with. Customer care is excellent and there never seem to be any problems or delays to orders. Hopefully they can continue to supply quality titles into the new digital age for another 50 years!

Panlibus Magazine | Summer 2014 |

Steven Dearden Liverpool Libraries

Ulverscroft are one of the remaining originals and long may they continue. I have been supplied with their Large Print and Audio Books for many decades in England and in Scotland. My best endorsement is that everything ticks along so well, including EDI, without any problems!  Any questions I have are answered quickly and all their staff are lovely and helpful.  In this day and age companies cannot afford to stand still  and Ulverscroft were the first to offer audio books on MP3 discs. Congratulations Ulverscroft on your 50th anniversary and to remaining relevant to libraries in such challenging and changing times.

Edinburgh Libraries Jenny Hayes Team Leader Acquisitions & Cataloguing

Upcoming events and partner news

Events SCONUL Summer Conference 2014 – “The Open Library: Collaborations, collections and challenges”

CILIP LMS Supplier Showcase

Grand Central Hotel



30th September, 2014

King James Hotel

25th-27th June, 2014 For information on all of our upcoming events, please visit We will be updating our Webinar calendar shortly, so please take the time to visit our Webinar page at

Partner News Contract Renewal between Capita and BDS Capita undertook a supplier review towards the end of 2013 and following negotiations, BDS is pleased to announce that they have signed a new, five-year contract with Capita for their supply of book and non-book MARC records and extended content. This ensures the continuity of excellent service for Capita’s customers, as well as further cementing the long standing partnership between Capita and BDS. Sarah Armitage, Director of Library Sales at BDS, says, “We are delighted that Capita has renewed with us for such a significant period, guaranteeing Capita’s Libraries continued metadata supply for years to come. We look forward to maintaining a highly successful working relationship that is always searching for new ways to enhance library metadata and its supply.”

3M and the University of West England With 30,000 students and four campuses in and around Bristol, the University of West England is among the largest providers of higher education in the South West. It is committed to continually improving and investing in its facilities and in the experience of its students. This includes the university library service. At the end of 2011 the university worked with 3M, the diversified technology company, to install a seven-bin FX Sorter system at Frenchay, one of its five university libraries. The sorter works alongside several self-issue machines and handles all returns, 24 hours a day, allowing the library to cope with far larger volumes than before and giving students the freedom to return books late into the evening. The library also installed a glazed panel in front of the sorter, making it visible to patrons from the outside.


scenes. Library staff quickly and easily integrated the sorter into their processes and after some initial tweaking of the sort matrix the amount of time staff spent manually handling items was almost halved. As a result the library has been able to free up library assistants to focus on enquiry support and face-to-face activity with students, a significant improvement for patrons’ experience and a positive shift of focus for staff. 3M is committed to providing top-class service and support as an integral part of its Library Systems offering; good service is part of the company’s guarantee. This has been the experience of the Frenchay library. Eleanor adds, “Both the helpdesk and the engineer have been incredibly responsive, very helpful and willing to discuss any issues. The engineer we have worked with is very good, he has always kept us informed and turned up when he said he would.” Staff agree that 3M service is a step above the rest, and as a facility with self-service systems and a sorter from two different suppliers, the Frenchay library is well placed to judge. The installation of a high performance FX Sorter was a big project for the library, but they are in no doubt that it was a good call: “We have most definitely had a good return on our investment. If I look back at where we were with returns and where we are now, we’re in a much better position and it was well worth the expenditure. And it’s not just a case of having a good product, it is also key for me as a customer to have the support and back-up of the service team as well.” The library says it would have “no hesitation in recommending 3M as a supplier”

“The response from students has been phenomenal,” commented the library’s Customer Services Manager Eleanor Clark-Webster. “We make the sorter a feature of any tour we give to visitors – and they are always impressed.”

Sorter systems such as these can be configured to suit the needs of any library and a wide range of options are available. To find out more about 3M Library Systems, or to arrange a demonstration of the company’s solutions, visit or call 0800 389 6686.

Arguably, however, the biggest impact has been behind the

3M and FX Sorter are trademarks of 3M Company.

Panlibus Magazine | Summer 2014 |

open ™

extend access to your library rather than reduce your opening hours open+ is a complete solution that enables libraries to maintain, or even extend, access to their services and facilities rather than reduce their library opening hours. As the solution has been designed to work around staffed hours libraries can now provide patrons with a choice on when, and how, they use their library service.

avoid reducing opening hours

increase community value

open new libraries

evolve your service |

Nielsen LibScan data

Author Chart Period 1 (four weeks ending 25 January) Looking at the Author chart for period 1 (four weeks ending 25 January) there seems very little change at the top. James Patterson takes the lead with 48,170 borrowings across 440 titles, followed by Daisy Meadows, 41,100 across 252 titles. Julia Donaldson, Francesca Simon and M.C. Beaton make up the Top 5. Lee Child who spent 2013 vying for position with James Patterson is at number nine, which is where he finished in 2013. In Period 3 (four weeks ending 22 March) the Top 5 does not change at all, but the number of borrowings as you would expect has increased. The volume of borrowing is 407,800 across 41,500 titles. Author Chart Period 3 (four weeks ending 22 March)






Patterson, James




Meadows, Daisy




Donaldson, Julia




Simon, Francesca




Blade, Adam




Wilson, Jacqueline




Beaton, M. C.




Roberts, Nora




Dahl, Roald




Child, Lee



Children’s Period 3 (23 February-22 March 2014)

UK Total Consumer Market Period 3 (23 February-22 March 2014)

In 2013, Jeff Kinney dominated the borrowing charts and 2014 is no different. In Period 3 (four weeks to 22 March), he takes the top four places , Claire Freedman takes position 5 with Aliens Love Underpants – a constant favourite with children borrowers. Jeff then takes positions 6, 8 and 10. Julia Donaldson’s The Gruffalo and David Walliams Demon Dentist round off the Top 10.

In the UK Total Consumer Market, Children’s continues to be the only broad genre in growth, with both volume and value back to 2011 levels. World Book Day titles have managed to overtake volume sales of the highest-selling titles for both Jeff Kinney and David Walliams, but Minecraft refuses to be beat; together, the two handbooks (Egmont) have made over £1m this year and sold over 200k copies, putting them at first and second in Children’s.

(© 2014 Nielsen Book Services Limited [trading as Nielsen BookScan and Nielsen LibScan]) For further information about Nielsen BookScan TCM Panel or LibScan panel, email:


Panlibus Magazine | Summer 2014 |


Introducing the NEW 3M SelfCheck Kiosk



RFID self-service for the modern library The new kiosk from 3M provides high performance RFID technology incorporated into a sleek, compact and contemporary design. With a 22 inch touchscreen and fully integrated payments the new 3M SelfCheck Kiosk offers exceptional ease of use for library patrons and staff.

To find out more go to Or phone us on 0800 389 6686

Panlibus 32 summer 2014  

Welcome to the summer issue of Panlibus Magazine. There’s something to interest everyone in our latest edition which looks at the changing...