How's this for a first post!?
Public access computers
Some of the issues that are recognised regarding the public access computers in our libraries include:
· A slow down in speed toward the end of the month as our download limits are exceeded - this tends to be caused by people downloading videos and music, and kids playing games.
· We staff spend way too much time booking computers, asking people to finish their booking so that other people can have their go etc.
· Some members of the public are known to abuse our service and use the internet inappropriately.
Are there any more issues that come to mind that you would like to add?
Are there any comments or recurring questions that you receive from customers about our service, such as software that they would like to use?
We are currently working our way toward upgrading all the public access PCs to Council leased machines which will then be on a regular upgrade plan. A Service Level Agreement is also being investigated between IT and the Library for support for our public access PCs.
The cost to rent each computer is $1200, with 24 machines across the branches. Our current internet connection on the public computers costs us $9600 per year.
Unfortunately, due to our weakening dollar and to ensure that there is enough funds for book purchasing next year, the budget for free internet access is going to be reduced from $38400 to $30000 for the next financial year.
To fund such a decision we will be examining a user pays system, with a bypass for genuine information requests and queries.
The benefits of such a system include:
· With such added income, the Library will be able to lease more and better PCs for the public to use and possibly better software.
· More computers would mean that we might not need a booking system as there would generally be enough access to go around.
· A user pays system will lessen demand.
· Added income would leave the Library with more opportunity to run classes and seminars on computer use and how to use the web effectively. With added time and monetary constraints, there might be more interest generated on behalf of the public to learn these skills.
· More reference queries will be generated with people asking for our help rather than paying to do it themselves, meaning that our reference skills will be maintained.
Cons of such a system include:
· Our current users won't be impressed
· People of a lower socio demographic won't have the same leisure based access to the internet as higher socio demographic customers
I am posting this with the hopes that you all will contribute your thoughts and ideas for how we can ensure that such a transition will take place with the benefits of our customers in mind, and so that we as frontline staff might deal with it as painlessly as possible. Happy debating!
Heather
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7 comments:
Hi
this is exactly what the blog is for :D - no more messy emails tooing and frowing. This is a much easier way to keep track of discussions, ideas and debates
I would suggest that people with pension cards, health care cards and students with student ID be allowed to use the Internet for free. This is a bit of a 'silver lining' idea for people objecting to the charge - low socioeconomic people will still be allowed free access which is essentially equitable access
How will we charge people? I'd like it to be electronic (eg a Monitor style system that WORKS)otherwise we will find ourselves arguing with people that they had 50 mins, when they say they have had 5. Surely an electronic booking system can monitor bookings for us and deduct $ depending on time used
I really don't want to go from arguing over bookings to arguing over money
Cheers
Kristen
Am posting on circ desk, so this one will be brief, but will get back to it. When i was last at the state library, they had a system whre people doing email and other non research stuff got charged, and people doing research didn't,it may be worth investigating how it was set up. Also, if we could have 15 minute only slots for non research use it may help. A separate pc for typinging resumes would also be good, that didn't have an internet connection so people wouldn't be able to claim they needed a long time on the internet pcs, perhaps we could sell the usb sticks.
cheers
D
Hi,
Unfortunately, I think a user pay system is they way of the future. Many other libraries already charge for the service.
I was bothered about how students and people who couldn't afford it would be affected so I really like Kristen's idea of using the student, pension cards etc to allow people equitable access.
My other concern is if we are charging for computer use are clients going to expect that staff have increased computer knowledge, after all "I am paying for the service you should know how to ...."!!
I know our policy says we don't provide help but in the real world with real people ......!
Also, I aggree with Denise, the 15min termainal at Umina is very heavily used by people just wanting to check their emails so they don't need it for the whole 30 mins.
I would also like an automatic charging and timing system.
There, my first comment is done!!
regards
Denise H
I like the idea of education classes for using the internet. I feel it is part of our job to get clients to find their own information through guidance rather than by simply finding the information for them. School children need to be taught how to find the information rather than be given the information. Seniors need to be taught how to manage the internet in a variety of ways. I would like to see these education classes at all the branches so that the whole community can benefit by them. People want these sessions and it would be wonderful; if the library could provide these for them. CG
Great commenting everyone!! Some great ideas have been posted and important issues brought to attention. After collecting your thoughts, I am hoping early next week to take this a step further and getting an EOI together for an electronic time and charge system. So if you have anything else to add, add it quickly!!!
Thanks again,
Heather D
Perhaps the library card should be
like a swipe card that gives an alotted time of half an hour.
Not sure about the user pays as the customer then can demand attention for anything that goes wrong/do not understand something etc. On a related topic - how about
Printing?! The amount of times someone prints from the Internet with complications takes up a lot of time (eg. prints out unwanted banners, etc)
Hello, have spoken to 2 Council IT people from other Councils - one is also a librarian, and the other is married to a library manager, and they both said BEAR Solutions is really good, and i think they have booking software as well
cheers
Denise S
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