ACT public library online information services

Some of the benefits of online service delivery

Electronic service delivery at ACT public library allows customers to do anything online that can be done in a library branch, except borrow a physical item! The manager, Margaret Hyland, declares that the library management system has enabled the online catalogue to be integrated with the web, e-mail notifications are becoming the standard, and remote patrons can use secure access to online databases. Ms Hyland says that customers can choose to access their services either physically in a branch, through the call centre or online. As well as searching the catalogue and using online learning resources, information can be obtained about library locations, services and programs, about becoming a member, managing personal details, renewing loans, requesting items and interlibrary loans.

These services support the ACT government’s strategic plan for building social inclusiveness and equity. The lifelong learning aspect of the plan is supported by the provison of a learning pathway within the Library’s website as well as Live Homework Help, an online real-time tutoring service. Another goal within the Territories’ long-term plan is to provide digital literacy training to help reduce the digital divide sometimes experienced by people with disabilities and those of multicultural and indigenous origins.

Customers are already receiving library overdue and holding notices by e-mail but their requests for notification in advance (combined with developments in information and communication technology) are driving the plans for enhanced services. PC upgrades, together with in-branch wireless connection for laptops, will enable downloads and uploads to portable storage devices and plans are underway for meeting the needs of MP3 users, especially in relation to e-book usage.

Customers are using the online service to request materials to be delivered to the branch of their choice. They can also track the status of their requests. This transparency of circulation procedures, an easier purchase suggestions procedure and the powerful search facility have increased usage of these services. Staff are finding it necessary to tidy up inconsistencies and barriers to access within the database and online catalogue to make them more accessible and efficient for the customers.

Library management are having to use outsourcing and consortia arrangements to free staff to develop and maintain the online services. The online library system has streamlined the maintenance of the catalogue and circulation services and there has been some shift from in-person service to telephone and online usage but overall the number of cutomers visiting the Library is steadily increasing. Keeping the balance between a current physical collection and the provision of appropriate online resources is providing some challenges but is deemed to be worth the effort in order to provide all these benefits for the user community.

Reference:
Hyland, M. (2006). “ACT public library online information services”. inCite, 27(3), Feature. Available at: http://alia.org.au/publishing/incite/2006/03/print.html?ID=25.