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A Review and Evaluation of Wi-Fi Services

in United Kingdom Public Libraries

Insight Media Internet Limited

April 2009

A review and evaluation of Wi-Fi services in United Kingdom public libraries - April 2009


Contents

Page

1. Introduction 1

2. Objective 1

3. Methodology 1

4. Respondents 2

5. Overview 3

6. Analysis 4

7. Conclusion 27



1. Introduction

This report reviews and evaluates public Wi-Fi services in United Kingdom (UK) public libraries

based on market research carried out by Insight Media Internet Limited in January 2009.

The research was undertaken as a follow on from our previous review in June 2007 and

demand from UK public libraries to know more about Wi-Fi solutions including the current level

of implementation and available functionality.

2. Objective

The overall objective was to determine a better understanding of the use of public Wi-Fi in UK

public libraries and to share the results of this research. To achieve this there were a number

of interim objectives:

To create an up to date detailed picture of what is happening with Wi-Fi in UK public

libraries including the current level, size and scale of implementations and future planned

implementations.

To better understand the types of solution implemented to aid understanding of the

different levels of available functionality and key market requirements for specific

functions including integration with other systems.

To understand the benefits for libraries and pertinent considerations of decision makers

when implementing or planning Wi-Fi, with an emphasis on finding feedback from UK

public libraries who have already implemented a solution.

Although there have been reviews on the use of Wi-Fi in public libraries, Insight Media wanted

again to carry out a detailed survey of the current situation in the UK and maximise feedback

from a high percentage of key decision makers.

3. Methodology

The market research was commissioned by Insight Media Internet Limited and carried out by

Tigerfish PR during December 2008 and January 2009. The process consisted of two stages:

The first stage was to make telephone contact with each UK Library Authority and identify an

appropriate contact with the knowledge and experience to respond to the detailed survey

questionnaires. This contact would confirm the current status of each authority, with reference

to the implementation of Wi-Fi within their authority.

Authorities were then grouped in one of three categories:

Have already implemented a Wi-Fi solution

Currently planning for a Wi-Fi implementation

Not currently planning a Wi-Fi implementation



In the second stage, where an appropriate contact was identified, they were asked via email

to complete an online questionnaire. There were separate questionnaires for each of the

categories although there was some synergy in the questions we asked across all three

questionnaires.

The questionnaires consisted of three separate sections covering:

The type and scale of implementation

The type of service and functionality

Benefits and considerations

4. Respondents

In the first stage public library authorities were contacted by telephone and email.

Approximately 70% (A total of 144) authorities contacted confirmed their contact and status

information.

Have Wi-Fi Planning Not Planning

Total 64 44% 38 26% 42 29%

As part of the second stage completed detailed questionnaire responses were received from 92

authorities, representing approximately 43% of all UK public library authorities.


Total 43 47% 26 28% 23 25%

The results indicate that approximately 47% of library authorities already have a Wi-Fi

implementation, 28% are currently planning an implementation and 25% are not yet actively

planning implementations. It is noted that there has been a higher percentage of

implementation of Wi-Fi in England than in other parts of the UK.

The status of Wi-Fi in authorities, based on these responses, are as follows:


England 27 63% 21 81% 16 70%

Northern Ireland 0 0% 2 8% 0 0%

Scotland 10 23% 3 12% 5 22%

Wales 6 14% 0 0% 2 9%

Percentages shown are based on the total number of respondents in each category.



5. Overview

The UK public library Wi-Fi hotspot market, based on the responses, indicates a higher

percentage of implementations than previously and over 45% already having Wi-Fi.

Providing Wi-Fi facilities in public libraries for many of the UK authorities is something that is

relatively new and, taking into consideration the implementation of 10 pilots as part of the

Libraries Go Wireless initiative in 2004, there has been rapid take up, with a high percentage

of library authorities having implemented Wi-Fi and a significant number that are currently

planning to implement it.

However, very few authorities with Wi-Fi have undertaken large implementations across all

their sites - the majority of implementations have been made in a small selective number of

locations. Also although the initiative in 2004 was for rural libraries many of the subsequent

implementations have been in urban areas which have been driven by the need to meet high

utilisation targets and customer demand.

A very large percentage of implementations appear to have been driven or largely influenced

by the specific requirements of libraries and these implementations have in the main been

achieved using 3rd party solutions in conjunction with support from corporate Information

Technology (IT) departments.

A high percentage of authorities with Wi-Fi are planning to increase the number of libraries

with this service, and over 75 percent of all respondents would like to implement it in all their

libraries, with almost 30 percent of these interested in making Wi-Fi available via mobile

libraries.

A higher percentage of respondents who have not implemented Wi-Fi (planning and not

planning) appear to desire solutions that provide increased functionality, like integration with

other systems, filtering and print management, in contrast to many of the sites already

implemented.

The analysis section below that covers benefits to libraries and considerations when

implementing Wi-Fi provides some useful insights from authorities that have already

implemented Wi-Fi, especially when evaluating the benefits gained against the original

justification for implementing the service.

Enhancing the library service was the main reason why libraries have, or are considering Wi-Fi

implementations, which reflects that most implementations and planned implementations have

been or are being led or progressed by libraries as opposed to IT departments. It was

however revealing to see that the second most common reason for wanting to implement a

Wi-Fi solution (across all categories) was customer request or customer demand. This

accounted for almost 20 percent of the respondents.

With some authorities seeing declining numbers of borrowers and experiencing difficulty

attracting new users, it is encouraging to see that respondents with Wi-Fi say that the main

benefits are that the service has raised the profile of the library, attracted new users or

enhanced the library service.

Respondents highlighted cost and financial implications as the major obstacle or barrier to

successful implementation. The main area that appears to have been overlooked, under

estimated or lacked consideration was security and other technical considerations. However in

general respondents would not have changed their methodology or allocated more time, with

the benefit of hindsight.

This review and evaluation has been based primarily on the information supplied in the

detailed questionnaires, and the analysis section below outlines the questions asked and the

responses.



0%

10%

20%

30%

40%

50%

60%

Have WiFi Planning Not Planning

6. Analysis

6.1. Type and scale of implementation

Question 1:

Are you currently providing a wireless hotspot service for the public through any of

your libraries, are you planning to deliver Wi-Fi services through any of your public

libraries or is Wi-Fi something that you plan to look at, at some point in the future?


Total 43 47% 26 28% 23 25%

Current status of respondents with the percentages based on the total responses.

The market research provided feedback from a wide cross section of UK library authorities with

responses from authorities who have, are planning and those that are not currently planning

Wi-Fi implementations.

There is a larger take up of implementations in England, followed by Scotland and then Wales.

Although this report does not include the availability of external funding it is suspected that

this may have a bearing on the level of take up.


England 27 63% 21 81% 16 70%

Ireland 0 0% 2 8% 0 0%

Scotland 10 23% 3 12% 5 22%

Wales 6 14% 0 0% 2 9%

Percentages shown are based on the total number of respondents in each category.



0%

10%

20%

30%

40%

50%

60%

Have WiFi Planning

Full Implementation

Partial Implementation

Pilot Project

Question 2:

If not already implemented, when do you plan to provide this service?


This year (2008/2009) 10 36% 3 12%

Next year (2009/2010) 13 46% 11 42%

Following year (2010/2011) 5 18% 6 23%

Later 0 - 6 23%

Although many respondents are not currently planning Wi-Fi implementations, they do have

timescales for their implementations, suggesting that Wi-Fi is on their wish list if not actually

being planned.

Question 3:

What is the scale of your current or planned Wi-Fi implementation?


Full Implementation 10 23% 4 15% - -

Partial Implementation 22 51% 9 35% - -

Pilot Project 11 26% 13 50% - -

As expected, a high percentage of the current and planned installations are pilot projects and

pilot implementations which reflects the common practice of starting large scale

implementations with initial pilot projects. Examples of such initiatives include funded projects

like the Libraries Go Wireless initiative in 2004, which, following successful pilots resulted in

roll outs of Wi-Fi to additional sites.



0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

One Two Three Four Five or more Ten or more

Have WiFi

Planning

Question 4:

How many libraries are you currently offering (or if not implemented do you plan to

offer) Wi-Fi in?


One 12 32% 12 44% - -

Two 8 22% 3 11% - -

Three 3 8% 4 15% - -

Four 3 8% 2 7% - -

Five or more 5 14% 3 11% - -

Ten or more 6 16% 3 11% - -

The total number of libraries from this survey where wireless is installed is 201.

The number of existing and planned small implementations is likely to be directly related to the

number of pilot sites. The number of larger implementations includes authorities that are

extending Wi-Fi to additional locations on an incremental basis. However there are very few

authorities that have implemented Wi-Fi in all their libraries, with the exception of a small

number of London Borough Councils.

Question 5:

How many libraries have you currently (or do you plan to) purchased Wi-Fi for? How

many of these are rural libraries, urban Libraries and mobile libraries?


Rural 23 11% 3 3% 24 30%

Urban 177 88% 101 97% 51 65%

Mobile 1 1% 0 0% 4 5%

The initial English initiative (Libraries Go Wireless initiative in 2004) was aimed at rural

libraries although a high percentage of the current implementations are for urban libraries.

This may be due to the size, scale and target utilisation of larger city centre libraries and

demand from their users.



0%

10%

20%

30%

40%

50%

60%

70%


3rd Party solution

In House

Question 6:

Is this wireless service (or if not implemented will this wireless service be) provided

as a library service initiative or as part of a wider local authority initiative?


Library 34 79% 22 85% 8 35%

Local Authority 7 16% 4 15% 15 65%

Other 2 5% 0 0% 0 0%

Although some library authorities are being encouraged to adopt corporate solutions, this

research indicates that in the majority of cases the implementation of Wi-Fi in libraries is a

library-driven initiative.

Question 7:

Have you (or if not implemented do you plan to) implemented an in house developed

system or a 3rd party hotspot solution from an external supplier that you have

purchased?


3rd Party solution 27 63% 16 62% 15 65%

In House 16 37% 10 38% 8 35%

A high percentage of the existing implementations use 3rd party solutions.

Question 8:

Have you started looking at available solutions or products?


Yes - - 12 75% 7 50%

No - - 4 25% 7 50%

A high percentage of authorities planning implementations have already started to investigate

available solutions.



0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Yes

No

Question 9:

Did you require (or if not implemented do you anticipate) assistance from your IT

department as part of your decision making process or implementation?


Yes 38 88% 23 88% 22 96%

No 5 12% 3 12% 1 4%

This question was included because there is anecdotal evidence that Wi-Fi is sometimes

implemented without the involvement of IT departments. Although this survey shows that this

occurs only infrequently it is somewhat concerning and surprising.

Question 10:

Are you planning to increase the number of libraries where you are providing Wi-Fi?


Yes 28 65% - - - -

No 15 35% - - - -

This was an important question and demonstrates that the current implementations of Wi-Fi

have been so successful that the services would be extended, and that the appropriate levels

of funding might already be available.

Question 11

Do you have a time scale for this and an indication of how many more libraries you

plan to provide Wi-Fi in?


Yes 16 57% - - - -

No 12 43% - - - -



Question 12:

If the initial implementation is successful would you consider implementing the

service in additional locations?


Yes - - 23 88% - -

No - - 3 12% - -

Question 13

How many libraries would you like to provide Wi-Fi in?


One - - 1 5% - -

Two - - 2 9% - -

Three - - 1 5% - -

Four - - 1 5% - -

Five or more - - 6 27% - -

Ten or more - - 11 50% - -

Again, this supports the supposition that initial small scale pilots lead to the implementation of

Wi-Fi across multiple locations and ultimately a high percentage of authorities’ libraries.

Question 14:

Do you have timescales for implementation or further deployment and an indication

of how many more libraries you plan to provide Wi-Fi in?


Yes - - 2 9% - -

No - - 21 91% - -



0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Yes

No

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Yes

No

Question 15:

Would you like to extend this service to all libraries in the future?


Yes 30 70% 21 81% 20 87%

No 13 30% 5 19% 3 13%

Given the funding, it would appear that the majority of library authorities see the benefit in

implementing Wi-Fi in all their sites.

Question 15.1:

Does that include mobile libraries?


Yes 7 23% 10 48% 10 50%

No 23 77% 11 52% 10 50%



6.2. Type of Service

Question 16:

Is the implementation being used (or anticipated that the implementation will be

used) mainly for Public Access to the Internet or for other services?


Yes, Internet 43 100% 26 100% 22 96%

No, other services 0 0% 0 0% 1 4%

Question 17:

Is the Wi-Fi service you provide (or plan to provide) just for library members or

members and guests?


Members only 9 21% 8 31% 4 17%

Members and guests 34 79% 18 69% 19 83%

There are some significant benefits in promoting enhanced services for members, where users

need to subscribe to the library service to use the services for free, especially considering that

subscription in some areas is on the decline.

Wi-Fi is one service that libraries can implement that will attract new users and can be used to

attract more users to join the library, which hopefully in time will encourage use of other

library services.

It was initially presumed that a high number of authorities would offer wireless as an enhanced

service for library members in order to encourage subscription to the library service, though

this does not appear to be the case.

Question 17.1:

Is the Wi-Fi service you provide (or if not implemented will the Wi-Fi service you

provide be) free to library members?


Yes 40 100% 19 100% 13 93%

No 0 0% 0 0% 1 7%



0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Yes

No

Question 17.2:

Is the Wi-Fi service you provide (or if not implemented will the Wi-Fi service you

provide be) free to library guests?


Yes 34 100% 9 82% 12 92%

No 0 0% 2 18% 1 8%

It would appear that there is a slight trend over time to possibly implement less “free for all”

Wi-Fi services and more “charged for” services.

There is a possibility that some respondents not currently planning an implementation intend

to charge for this service to offset implementation costs in an effort to justify the overall

investment.

Question 18:

Does the hotspot (or if not already implemented would you want the solution to)

integrate with your library management system and allow users to use their

borrower number to access the service?


Yes 17 40% 24 92% 22 96%

No 26 60% 2 8% 1 4%

With Wi-Fi in libraries seen by many as a natural extension to the People’s Network, and

ongoing demand for integration of People’s Network systems with Library Management

Systems, it was expected that more of the current implementations would have been

integrated. If Wi-Fi is to be an integrated part of the library services as the People’s Network

has now become, should we be encouraging people to use their borrower details and existing

information to use Wi-Fi, and in doing this is there an opportunity to encourage membership

and increase subscription to the Library Management System?

It is possible that many of the older systems, not implemented within the last three years,

may not have had the facility to integrate with the LMS or other back-end databases, and that

forcing users to provide new and unique user names and password to use Wi-Fi was the only

available and appropriate method of authentication. It is perceived that local authority audit

departments are increasingly in favour of libraries utilising common identification for the use of

all services, making auditing and reporting much more simple.

It is therefore no surprise to see that there is increased demand for this integration and a

desire to implement more integrated solutions from the authorities that have not already

implemented Wi-Fi.



0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Separate connections

Existing infrastructure

Question 18.1:

Would you see this functionality as a High, Medium or Low Priority?


Low priority - - - - 3 13%

Medium priority - - - - 12 52%

High Priority - - - - 8 35%

Question 19:

Does (or if not already implemented would) the system utilise the existing People’s

Network infrastructure, or a new separate telecoms connections like ADSL?


Separate connections 14 33% 8 31% 2 9%

Existing infrastructure 29 67% 18 69% 21 91%

If Wi-Fi in libraries is seen by many as a natural extension to the People’s Network, and if

there are appropriate and secure methods of deploying Wi-Fi solutions onto the existing

network infrastructure, then there are potentially significant cost savings for utilising existing

Internet connections.

Integration with the existing infrastructure and use of the existing Internet connection may

sometimes mean that the existing filtering provision can be utilised for the Wi-Fi

implementation.



0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Filtered

Unfiltered

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Same

Separate

Question 20:

Does the hotspot (or if not already implemented would you want the solution to)

provide filtered or unfiltered access to the internet?


Filtered 36 84% 23 88% 23 100%

Unfiltered 7 16% 3 12% 0 0%

Question 20.1:






Question 20.2:

Is (or if not already implemented would you want) the filtering to be the same as

your People’s Network filtering, or separate?


Same 24 67% 21 91% 22 100%

Separate 12 33% 2 9% 0 0%



0%

20%

40%

60%

80%

100%

120%


Yes

No

Question 20.3:






Content filtering of People’s Network applications is an ongoing debate, but something that the

majority of authorities have implemented on their public access, and in the long term any Wi-

Fi implementations will need to utilise that same filtering solution.

Question 21:

Does the solution (or if not already implemented would you want the solution to)

provide detailed management information and reports?


Yes 28 65% 24 92% 22 96%

No 15 35% 2 8% 1 4%

Question 21.1:






It is likely that that some older or in-house solutions cannot easily provide comprehensive

management information. However it would appear that this is something that will become

increasingly important over time.



0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Yes

No

Question 22:


allow printing for wireless users and the facility to manage printing?


Yes 4 9% 18 69% 19 83%

No 39 91% 8 31% 4 17%

Question 22.1






Question 22.2

Would you like to be able to offer wireless users the ability to print?


Yes 27 69% - - - -

No 12 31% - - - -

The fact that very few of the existing implementations provide printing and print management

is not surprising. There are very few 3rd party Wi-Fi solutions, if any, that provide printing or

print management functionality.

Printing through Wi-Fi is not technically difficult, but the issue of print management is

challenging. If Wi-Fi in libraries is seen as an extension to the People’s Network then this

requirement for printing will also become a natural progression.

The research indicates that there has already been demand for Wi-Fi in libraries and once

introduced, users will then want to use the libraries’ printers. It happened with the

implementation of computers in libraries and it will happen with Wi-Fi.



0%

10%

20%

30%

40%

50%

60%

70%

80%

90%


Yes

No

Question 23:


encourage mobile working for staff and allow them access the internal network with

Council mobile devices?


Yes 8 19% 14 54% 16 70%

No 35 81% 12 46% 7 30%

Question 23.1






The design and layout of libraries are changing, there are more plans towards self service

functionality with less formal service counters and fewer barriers to allow staff to work

amongst the users and become more mobile. There is also, apparently, a high percentage of

local councils looking to embrace mobile working.

Wi-Fi implementations, although aimed at a service enhancement and primarily for the public,

can also be used to help mobile working within libraries for library staff. The same hardware

can be configured to allow secure corporate and public access side by side. This may in fact be

one of the underlying factors that have influenced the response to this question.

The library can also be used as a portal for Internet connectivity for other local authority

employees. With a high percentage of local authority employees working in the community,

and libraries with excellent Internet connections in so many towns and cities, this is an

economical way of providing hot desk facilities for mobile employees, or alternatively, locations

in rural areas to email or upload information quickly.

In some situations libraries are piggybacking on existing corporate wireless solutions that have

been implemented to support mobile working. This allows the library service to share some of

the key components and to deliver public access for their members and guests.



Question 24:

Approximately how many months has the system been in use?


Less than 6 months 10 23% - - - -

6 to 11 months 7 16% - - - -

12 to 23 months 10 23% - - - -

24 to 35 months 9 21% - - - -

36 to 47 months 4 9% - - - -

More than 48 months 3 7% - - - -

Understandably there are a limited number of implementations that have been in place for

more than 36 months. The number of implementations in the last 12 months is twice that of

the previous 12 month period.

Question 25:

Are you still seeing an increase in the average monthly usage?

Yes No

Less than 6 months 5 50% 5 50%

6 to 11 months 7 100% 0 0%

12 to 23 months 9 90% 1 10%

24 to 35 months 8 89% 1 11%

36 to 47 months 4 100% 0 0%

More than 48 months 1 33% 2 67%

Utilisation appears to increase for the first three to four years after implementation.

Question 26:

If you have a mix of rural, urban and mobile libraries how would you categories the

usage for each of these, where applicable:

Rural Urban Mobile

Low 5 12% 8 19% 3 7%

Medium 6 14% 16 37% 3 7%

High 2 5% 12 28% 0 0%

Not Applicable 30 70% 7 16% 37 86%



In response to feedback from our research in 2007 we asked a few questions in order to

assess take up and utilisation of the wireless service in libraries. Utilisation varies from site to

site dramatically and the results here are of limited benefit.

Question 27:

Do you know approximately how many users per site on average each month are

using your Wi-Fi Service?

Responses indicate an average of 40 users per site each month using the existing services.

This appears to vary between 5 and 90 depending on the authority responding.

Question 28:

Do you know approximately how much time on average per month each site is being

used?

Responses indicate in the region of 120 hours average usage per month in each site is being

used. This appears to vary between 2 and 200 hours depending on the authority responding.

Question 29:

Do you know approximately how many new users per site on average each month

you are getting?

Responses indicate in the region of 8 new users per library with responses varying from 2 to

20.

Question 30:

How have you actively advertised (or how would you intend to advertise) the

presence of your Wi-Fi facility?


Local Press 21 49% 24 92% 20 87%

Local Radio 6 14% 13 50% 15 65%

Launch Event 15 35% 22 85% 16 70%

Through the Internet 33 77% 26 100% 22 96%

Leaflets / Posters in the Library 39 91% 26 100% 23 100%

External Signage 21 49% 16 62% 12 52%

Canvassing 5 12% 6 23% 4 17%

Not advertised 4 9% - - - -

It would appear that generally libraries are using their conventional methods of marketing,

mainly through their own websites, inside the libraries and launch events, to promote wireless.



6.3 Benefits and consideration

Question 31:

What were, are or would be your main reasons for wanting to implement a Wi-Fi

service for the public?

Have

Wi-Fi Planning

Not

Planning Total

Enhance the library service 11 28% 8 33% 11 46% 30 19%

Library customers expect it 12 30% 12 50% 4 17% 28 18%

Relieve pressure on PN 10 25% 6 25% 3 13% 19 12%

Extend the library service to a wider

audience 8 20% 4 17% 5 21% 17 11%

Increase capacity for Internet Access 10 25% 2 8% 5 21% 17 11%

Increased flexibility 5 13% 6 25% 5 21% 16 10%

Modernisation of service 4 10% 1 4% 1 4% 6 4%

Others 15 38% 6 25% 3 13% 24 15%

Others included:

Provide services out of hours

Flexible working for Council staff

Maximise investment in infrastructure

Attract new members

Limited number of PN computers

Possibility of income generation

Added benefits for members

Availability of potential funding

Cutbacks in the number of PN computers

Funding was available

Greater flexibility for foreign language users

More users have mobile devices

Part of a wider initiative

It should be no surprise that responses emphasise that implementing W-Fi enhances the

service, extends the library service to a wider audience and meets customer demand. Wi-Fi

raises the library profile and brings more people through the door to use the library services.



Question 32:

What are the reasons Wi-Fi is not currently implemented?

Have

Wi-Fi Planning

Not

Planning Total

Cost - - - - 11 50% 11 38%

Priority - - - - 5 23% 5 17%

Security - - - - 5 23% 5 17%

ICT approval - - - - 4 18% 4 14%

Others - - - - 4 18% 4 14%

Question 33:

How has / will your Wi-Fi implementation benefited the library service?

Have

Wi-Fi Planning

Not

Planning Total

Attract new users 16 46% 17 74% 9 24% 42 30%

Enhance the library service 7 20% 8 35% 7 18% 22 15%

Raise the profile of the library 6 17% 2 9% 5 13% 13 9%

Greater flexibility 4 11% 4 17% 3 8% 11 8%

Improve access to the Internet 6 17% 2 9% 2 5% 10 7%

Respond to customer requests 5 14% 4 17% 1 3% 10 7%

Modernise the library service 1 3% 3 13% 3 8% 7 5%

Reduce pressure on PN computers 7 20% 6 26% - - 13 9%

Others 5 14% 1 4% 8 21% 14 10%

Others included:

Attract new members

Promote other library services

Flexible working for staff

Fulfils a Council objective

Provide out of hours service

Retention of existing customers



As much as it is important to understand what benefits libraries think they will get from Wi-Fi it

is vital to focus on the feedback from the authorities that have already implemented a solution.

The responses confirm that Wi-Fi works in public libraries. Almost one third of the comments

from respondents fell into the category of “Increased library visitors / attracted new users”.

Question 34:

What do you think are the main obstacles or barriers to successful implementation?

Have

Wi-Fi Planning

Not

Planning Total

Financial considerations and funding 17 45% 11 50% 13 41% 41 29%

Security and other technical

considerations 10 26% 12 55% 9 28% 31 22%

Power sockets for public to use 5 13% 2 9% - - 7 5%

Staff awareness and understanding of

Wi-Fi 3 8% 3 14% 1 3% 7 5%

Approval from corporate ICT 4 11% 2 9% - - 6 4%

Availability of ICT resources 2 5% 2 9% 2 6% 6 4%

Stability - technologies or solution 3 8% 3 14% - - 6 4%

Available space for laptop users 2 5% 1 5% 2 6% 5 4%

Others 18 47% 7 32% 5 16% 30 22%

Others included:

Lack of IT support

Suitability or stability of existing solutions

Cost or Lack of promotional material

Health and safety concerns

Lack of management information

Ability to monitor Internet use

Customer expectations

End user support

Filtering

Finding an appropriate solution

Inconclusive pilots

Limited number of people with mobile devices

Potential abuse by users

Priorities

Public awareness

User printing is a problem

Users having to reconfigure devices

Wireless coverage within the building



It is always necessary to justify additional funding for any project and therefore cost is an

obvious obstacle or barrier, but the survey shows that Wi-Fi is working and it is enhancing the

library service and attracting more users, so it is a valuable investment, which should make it

is easier to justify the costs.

All IT related projects and implementations will be affected by technical considerations and

issues. Time and effort will be needed to get the right solution with the appropriate

functionality. If integration with your existing systems is required it may require network

changes and the impact of these will have to be evaluated. This all takes time and is

sometimes perceived as an obstacle or barrier but it is part of the investment required to get

the best solution.

Understanding the security implications of implementing Wi-Fi is essential in weighing up risks,

costs and identifying the most appropriate solution and method of deployment.

Question 35:

Was there anything that you did not consider or were not aware of at the outset, that

you would have benefited from being aware of and if so what where they?

Have

Wi-Fi Planning

Not

Planning Total

Security and other technical

considerations 4 25% - - - - 4 25%

Printing for wireless users 3 19% - - - - 3 19%

Availability of management information 2 13% - - - - 2 13%

Power sockets for public to use 2 13% - - - - 2 13%

Health and safety concerns 2 13% - - - - 2 13%

Compatibility between solution and

Library Management System 1 6% - - - - 1 6%

High take up has caused problems with

overcrowding 1 6% - - - - 1 6%

Suitability of current solution 1 6% - - - - 1 6%

There are very few responses to this question in comparison to other questions, indicating

there was very little that was overlooked.

Once you meet your customers’ demand for Wi-Fi they will expect to power up their mobile

devices and keep their batteries charged. Experience shows that users are happy to perch on

a window ledge or the corner of almost any item of furniture to use their devices and they will

quite happily track down and find an appropriate power socket nearby so they can plug in their

charger.

These are not insurmountable challenges; most of the items listed are just areas that need

consideration, time and thought.



Question 36:

What would you, or will you, do differently as part of implementing Wi-Fi in other

libraries or locations?

Have

Wi-Fi Planning

Not

Planning Total

Better management information 5 20% - - - - 5 19%

Improved marketing 5 20% - - - - 5 19%

Consider offering printing for mobile

users 4 16% - - - - 4 15%

Implement a login page 2 8% - - - - 2 7%

Integrate the solution with our existing

filtering 2 8% - - - - 2 7%

Integrate the solution with our LMS 2 8% - - - - 2 7%

Others 7 28% - - - - 7 26%

Question 37:

If you were to start the project again, what would you do differently?

Have

Wi-Fi Planning

Not

Planning Total

Improved marketing 5 17% - - - - 5 14%

Better management information 4 13% - - - - 4 11%

Better project management 6 20% - - - - 6 17%

Consider offering printing for mobile

users 2 7% - - - - 2 6%

Integrate the solution with our Library

Management System 2 7% - - - - 2 6%

Provide more space for wireless users 2 7% - - - - 2 6%

Wouldn’t change anything 7 23% - - - - 7 19%

Others 8 27% - - - - 8 22%



Question 38:

What would you say to library managers who are currently thinking about Wi-Fi

delivery?

We have been unable to categorise or summarise the responses to this question so we have

simply listed the responses as they were submitted:

Think about what you need well in advance so as to secure enough budget to get the

best Wi-Fi system you can afford.

It's what the future user will require - and it needs to be managed properly!

Talk to your colleagues in ICT services

Just do it. Ensure that your head of Library Service is keen. Consult your ICT

department. Use your Head of Service to pressure your ICT Director if you are not

getting want you want. If not then go out and buy it commercially.

If the finance allows it, then it's a worthwhile addition to your ICT offer

Few problems - links work well. Once users have a PIN and link they seem to be happier

using their own Laptops. Use is more for educational purposes - i.e. users tend to be

students or older school children who possess Laptops.

Our supplier made the whole thing painless - but double check with networks that they

are happy with the set-up before you go ahead

Its essential

Worth the effort - keeps the public coming in

Talk to other library authorities about their experiences of Wi-Fi technology. If the

installation is going to be in-house, ensure that within your Authority there is sufficient

expertise to allow the installation to progress smoothly and that there is adequate

support for maintenance/support.

It is a useful service to be able to offer and brings in customers who have maybe not

used the service before.

If you have the funding it is a useful addition to the service

Speak early to your IT services and come up with a clear vision and schedule for your

project. Be prepared to spend big

Think about the impact on staff time. Choose a service which provides users with a

helpdesk facility and can talk them through connection problems. Without this there will

be continual demands on staff to configure laptops and in a busy library this can be

extremely problematic.

Don't look for problems, as they often do not exist.

Ask what sort of usage is expected - prolonged usage requiring specialist furniture

(chairs with built in power for laptops etc) or 'drop-in' email checking /download facilities

Agree whether full coverage or 'hotspot zone' is to be achieved.

Go for it

Consider issues raised

Assess the potential usage as new mobile technology may be responsible for the drop off

in usage.

Wi-Fi has been very successful for our service.



The outlay is worth the return. Check with existing library providers before going ahead.

Speak to all available suppliers. Review contract carefully. Ensure SLA is negotiated and

in place. Expect to manage the support and contract requirements - a fully managed

service still needs to be managed. Make it available 24/7 - users will sit outside a closed

site to use the service.

It has to be a positive move forward for Library provision of services to their communities

and despite difficulties in communicating what is required to IT staff who see this as a

threat to systems the answer is to find a Champion and persist

Make sure you know what you will be getting. Never assume.

Secure the money and go to an external supplier

Wi-Fi does extend use and is used widely by those already mobile IT users

Ensure you have appropriate power sockets and tables/chairs

Be careful, it is very costly and may give you no advantage

Do it.

Ensure your Corporate ICT/Comms department are involved in the project from stage 1

Go ahead

Too early to say.

Very beneficial to users

It's a useful service appreciated by the public, targets segments for whom the library is

marginal (such as migrant workers). For the staff in the library it is largely hassle free,

Currently the benefits outweigh the cost of providing the service free but we will be

monitoring the value of providing the service for free.

Question 39:

What other comments do you have regarding Wi-Fi in Libraries?

Again we have been unable to categorise or summarise the responses to this question so we

have simply listed the responses as they were submitted:

All the same policies and behaviours in libraries apply to Wi-Fi users so don't duplicate

policies.

We need to cut off users before closing time as some people do not respond when asked

politely.

Good idea - works well.

It's all been very positive, and is really a pre-requisite for main/larger libraries to offer it

as a core service - complements the PN

It’s a benefit to the community as a whole. In communities it provides free access to

local people in their own homes (even if it is just to a few)

Should be standard part of library offer

Early days for us. We need to take time out and review where we are, what we have

(waiting for CISCO upgrade to be able to deliver the correct 'badged' login screen for end

users) and where we take it next



It's a great service and extremely popular but would be impossible to operate without the

24hr helpdesk provided by our supplier.

A good library service to offer

Implementing on the back of Pnet infrastructure has been very low cost, but it is

essential that system can measure take up accurately.

It is developing -- a valuable service much in demand as a free service. People's

Network is giving way to Wi-Fi over time.

We are very happy with the usage and positive feedback. All in all a positive initiative.

The only problem we really have it sorting out technical issues quickly to minimise

outage. This is getting better but not as good as it should be.

Our project as always has been managed on a shoestring by excellent Library IT staff

working with the central IT team. If it hadn't been for their ingenuity and expertise we

would not have WI-FI

A big success with customers, do it

In RCT usage is low due to low numbers of members of the public with Wi-Fi capable

devices, e.g. laptops, PDAs etc..

It's now a mainstream service like any other.

Essential that we get into this world. We are in danger of losing credibility and users

while we debate how we start.

Pilot necessary to identify issues

Are we in danger of planning costly installations in libraries when other initiatives are

going to provide town centre 'clouds' that cover our buildings anyway? This has already

happened in one of our locations. Excellent that we have Wi-Fi in advance of our plans,

but the down-side is that the identity on the front end of the service is not specific to the

Library service. But we do know what is being planned in terms of broadcast Wi-Fi

infrastructure. I know that the EU is looking at supporting wi-fi-ed town centres and

communities, and we must make sure we get into these plans, to save duplication.

The library service can see the benefits of providing access and are looking into the

possibility of incorporating the service into all new developments.

7. Conclusion

Wi-Fi Hotspots in public libraries is a natural extension to the People’s Network and an

appropriate enhancement to current library services, raising the profile of libraries and

attracting more people into the library. It can also be used to encourage more people to join

the library, promote library services and encourage new users to use other library services.

National Wi-Fi events, an increase in available information, online forums and discussion

groups and enquiries from the marketplace all support that there is currently a high level of

interest in Wi-Fi. The high level of responses received as part of the market research, from in

excess of 40% of public libraries, supports this level of interest. There is also a desire for

library staff to contribute directly to this process, share their experience and at the same time

learn from the experiences of others.

Libraries are always keen to utilise new technologies to enhance service delivery and they

understand that this brings change and challenge as well as benefits. More than 45% of UK

library authorities that responded have already implemented Wi-Fi and a high number of

respondents planning to implement it in at least one of their libraries. With the exception of a



few authorities, these are all small scale implementations at selected sites equating in total to

only 200 or so libraries, probably about only 5 percent of UK libraries.

A high percentage of libraries currently implementing Wi-Fi are in urban libraries where they

can justify investment as part of a refurbishment or other implementation or upgrade. Large

city centre sites and urban areas have a higher number of People’s Network computers,

greater pressure on the utilisation of services, and higher footfall.

Implementations in rural areas (and mobile libraries) account for around 15% of respondents

current implementations in libraries. A much higher percentage of the respondents who are

currently planning installations are being planned for urban libraries.

Many rural libraries have the best broadband connection to the Internet in their community,

and the People’s Network, along with Wi-Fi, can take the Internet to citizens in these rural

areas. The appropriate deployment of Wi-Fi in village libraries can provide Internet access not

only inside the library, but also outside in the village green and the town square. This in turn

can provide enhanced services for the local community, effectively extending library opening

times and making the Internet available to more of the community, more of the time.

Mobile libraries offer a further opportunity. Although there are very few current

implementations (based on the responses), it should not be overlooked that existing mobile

library vehicles can be enabled with mobile Wi-Fi technology. This further extends access to

the Internet for the local population, especially those often excluded from other People’s

Network facilities available at fixed library sites.

The survey shows that the majority (79%) of current implementations are library specific

initiatives. However, there is anecdotal evidence to show that library authorities are helping

corporate IT departments justify the investment in time and resources to give the public

access to Wi-Fi services, along with extending connectivity for other council staff.

Libraries are getting assistance from and working closely with their IT departments to source

and implement suitable solutions (88% of existing implementations). However over 60 percent

have implemented a 3rd party solution.

Two further areas highlighted at key national events relate to the ever-increasing demand

from audit departments. These are the issues of user authentication details and filtering and

possibly both originate from the disciplines and procedures implemented in relation to the

People’s Network implementation.

It would appear that some audit departments expect the same user authentication and audit

trail information from Wi-Fi implementations as they do from the People’s Network

applications, where users are commonly using their borrower credentials to access the service.

This information then provides access to services, providing a detailed audit trail of activity and

utilisation. Some solutions allow users to access Wi-Fi without adhering to these procedures

and therefore cannot provide such an audit trail.

There is also a trend towards requiring library members to use their borrower details to access

Wi-Fi, authenticating and measuring usage by integration with the Library Management

System (LMS). Even though only 40% of respondents’ current implementations integrate with

the LMS, there is increased demand for this functionality especially from authorities that have

not already implemented Wi-Fi. Over 90 percent of respondents who are not planning

implementations want a solution that integrates with their LMS.

It is a little surprising, in view of the ongoing debate with the People’s Network and filtering, to

see that some 16 percent of current implementations, based on the survey results, provide

unfiltered Internet access.

The research indicates that there is demand for Wi-Fi in libraries and when this has been

provided, library users will want to use the libraries’ printers to get hard copies of emails and



Internet pages. Currently there are very few 3rd party Wi-Fi print management solutions

available although a high percentage of respondents have identified this requirement as

something they want.

The survey shows that all the Wi-Fi currently offered through respondents is free of charge the

trend over time appears to moving towards fewer “free for all” and more charged for services.

Should there be more funding made available? Is there a business case for a further phase of

People’s Network funding to allow all libraries to implement Wi-Fi? This survey shows that Wi-

Fi is working, and delivering significant benefits to the library service.

Although the research has raised some issues, areas of consideration and concerns, these do

not outweigh the benefits, as shown by the fact that 65 percent of authorities with Wi-Fi are

planning to roll the service out to more sites. The survey also shows that over 75 percent of

all library authorities want Wi-Fi available in all their libraries.

Finally here are few extracts from the feedback we received from people who have already

implemented Wi-Fi:

“If the finance allows it, then it's a worthwhile addition to your ICT offer”

“It’s essential”

“Worth the effort - keeps the public coming in”

“It is a useful service to be able to offer and brings in customers who have maybe not used the

service before.”

“If you have the funding it is a useful addition to the service”

“Don't look for problems, as they often do not exist.”

“Go for it”

“Wi-Fi has been very successful for our service.”

“Secure the money and go to an external supplier”

“Do it.”

“Very beneficial to users”

Neil Johnson

Managing Director


Tel: (+44) 0844 335 6350

Email: [email protected]

www.insight-media.co.uk

mailto:[email protected]

http://www.insight-media.co.uk/

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