12 September 2007

Subject: ‘ACT Public library online information service’
Questions: Outline some of the benefits of the online information service developments will bring in terms of service delivery.

Over the last two or three decades libraries have seen a significant change in the development of Library Management System (LMS). During this time we have seen the removal of most card catalogues and the introduction of the OPAC – within most library environments. The public library services have within the ACT have been targeted by the Government to ensure future provision of library services is highlighted and achieved.

The advent of the LMS gave way for libraries to develop customer services, that could be facilitated via online information services. These include not only the OPAC, that integrates into the web, but also electronic library notices and remote access authentication. Regardless of the library type, whether it is a corporate, academic or a public environment, all are able to benefit from ‘building a community’ based on the collaboration of both online and web based information services. As a result, ‘supporting social inclusiveness’ may be a feature or a result of the customer based service orientated library.

Access to library and community services and resources has expanded and can appear seamless to customers when made available through online information services. The concept of online customers being able to do anything online that they can do in person is possible within the scope of the online environment. As discussed by Hyland (2006) the capacity for customers to ‘take up’ online services is facilitated with the introduction of electronic service delivery. For example, talking on-line to an information specialist at your local library, is a relatively new web based technology and customers are ‘taking up’ or using these new initiatives at a greater rate.

The building of communities and supporting a social inclusiveness within the library customer base is also facilitating life-long learning. Online information services can provide an opportunity for customers, regardless of location, race, disability or ability, to access greater literacy, gain a stronger understanding of the digital environment and tap into a network of resources and services to support their needs. Interestingly, staff resource allocation can reduce within the library, when online information services are introduced however, alternatively resources may shift into other areas to support electronic resource delivery.

Online information services are attractive to users as they open the library and services to everyone, as they reduce the digital divide for many. Libraries are valued by customers and need to be presented as multi-functional operation that appeals to a wide range of members. The physical space still rates highly with customers as visitor numbers indicate, many still feel that the library is a ‘hub’ of comfort and familiarity. Libraries are moving forward in providing a range of services that meet the evolving needs of its users and getting the balance right remains high on the agenda.

References:
Hyland, M., (2006). ACT Public Library Online Information Services, Incite, V3.
< http://alia.org.au/publishing/incite/2006/03print.html>
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