“Max Clifford is

getting in on the

act, backing libraries

being kept open by

volunteers. Andrew

Motion is not sure if

this is a good thing.”

Managing Director

S O L U T I O N S / S U P P O R T / C O N S U L T A N C Y / R F I D & E M P R O D U C T S

t e l : 0 8 4 5 8 8 2 2 7 7 8 w e b : w w w . 2 c q r . c o mS O L U T I O N S / S U P P O R T / C O N S U L T A N C Y / R F I D & E M P R O D U C T S

M A R C h 2 0 1 2

Self-service comes of age

conference Date Location

LILAC 2012 11th-13th AprilGlasgow Caledonian University, Saltire Centre, Glasgow

CILIP Cymru Wales Conference

17th-18th MayRadisonBlu Hotel, Meridian Gate,Bute Terrace, Cardiff, Wales, CF10 2FL

CILIPS Annual Conference

11th JuneApex City Hotel and Spa, 1 West Victoria Dock Road, Dundee DD1 3JP

COFHE and UC&R Joint Conference

25th-27th June Newcastle University, NE1 7RU

ALLCU 11th-13th JulyHarper Adams University College, Shropshire, TF10 8NB

Health Libraries Group Conference 2012

12th -13th JulyGlasgow Science Centre, 50 Pacific Quay, Glasgow, G51 1EA

CILIPS Autumn Gathering 2012

3rd OctoberCarnegie Conference Centre, Halbeath Road, Dunfermline, Fife, KY11 8DY

on Tour 2012! come and meet us at the following conferences

Killing libraries with kindness?

Credits: ‘Max Clifford backs New Haw library volunteers’ - Beth Duffell, getsurrey.co.uk ‘Andrew Motion attacks ‘catastrophic’ plan for volunteers to run libraries’ - Alison Flood, guardian.co.uk

Volunteering was once seen as a valuable way to encourage literacy, involving children and students and keeping retired gentlefolk in touch with the wider society. It is now polarising opinions.

Some see the volunteer sector as the frontline in the fight to keep libraries open. And not just for extending opening hours in little used outposts, but running libraries that would be closed due to lack of funding. Sounds like a good idea?

Some library professionals and interested observers see these developments as a

potential threat to the quality of service delivery, leading to a devaluing the service, its staff and ultimately to the demise of libraries as we desire them.

As sophisticated hubs for the delivery of information, the library potential is enormous, but can volunteers be marshalled to build on the opportunities or will they become valiant defenders in a crumbling establishment.

Join the debate…. do you find volunteers useful foot soldiers or misguided cannon fodder?

Dismissed initially as geeky and off-putting, self-service systems are holding their own across the UK. The transition from necessary evil to must-have technology is striking. Libraries routinely report that the self-serve concept brings major cost-control and customer-delivery advantages.

Demand for self-service units, and their associated technology, continues to soar. The cost efficiencies speak for themselves. But why have library users responded so positively to the concept? Simple: automated processes have become a standard feature in our daily routines.

With its technological roots in the 1990s, RFID’s ability to integrate into existing management IT has placed self-service centre-stage. As customers grow, so have their requirements. Aided by vital

feedback from librarians, software applications are responding to user needs.

These days, many libraries boast a growing family of self-service products – including issue, return and renewal units. Automatic-return units can sort from three to almost 300 different levels and intelligent trolleys effortlessly record used stock.

Librarians are embracing the challenge, bringing in technology to match their aspirations. Functionality and style are the buzzwords, alongside security integration, stock control and media promotion. It’s hard to disagree with the current view that these systems are redefining the library experience.

It’s a proactive environment. Instead of hoping for new solutions from the manufacturers, librarians are requesting them. Common questions from the library floor

include: “Can it be like this?”, “Can it do that?” and “Will it link with those?” But, like many fast-changing businesses, the most popular question on everyone’s lips is: “Can you do it for tomorrow?”

S O L U T I O N S / S U P P O R T / C O N S U L T A N C Y / R F I D & E M P R O D U C T S t e l : 0 8 4 5 8 8 2 2 7 7 8 w e b : w w w . 2 c q r . c o m

A five-bin sorter at the University of Exeter is exceeding expectations. The device processes returned items into selected bins for easy replacement on the library floor. connected to the University’s library-management system, it automatically tracks the return.

“The sorter is integral to our working practices”, says Stephen Mossop, Head of Library Customer Services. “It’s basically the central returns point for all items. I struggle to think how we would manage without it.” Struggle they might: the sorter will be out of action during an imminent refurbishment and two full-time staff will be needed to fill the gap.

The sorter itself has dramatically reduced issuing and return times, allowing librarians more contact with students. No longer stuck behind a desk, staff help users manage their own items. This encourages a degree of independence and adds the advantage of returning items 24 hours a day.

With 25,000 students and 1.5 million items in its shelves, the University relies on robust systems. A range of self-service Totems are scattered across campus. “2CQR is the first port of call for our new equipment”, says Stephen. “Service has been excellent and, as we move forward with RFID, they’ll be a great partner.”

Exeter University gets it sorted

King’s college London has installed Fastlane Intelligates in its main library. The Maughan Library, one of the largest academic resources in Europe, seats over 1,300 library users and houses 750,000 items.

As part of a modernisation programme, the University is set to add Fastlane Intelligates to two more sites in the future. Infra-red technology ensures only one person can enter per authorised card.

“The gates have been a great success”, says Sally Brock, Head Librarian. “They have extra functionality, such as being able to admit large groups easily. A minimal amount of training was required.”

Work on the installation was completed in just one weekend, minimising disruption. The library is listed, so styling and finish were as important as functionality. The new gates blend seamlessly with the slate work and other distinctive features of the building.

2CQR’s relationship with King’s College London goes back a long way. We installed the original turnstiles in The Maughan Library and brought self-service to its other library sites. Future plans include a possible introduction of RFID. “In terms of stock management, this could be of huge practical use for a large library like ours”, says Sally.

King’s College London is one of England’s oldest and most prestigious Universities and was the Sunday Times’ University of the Year in 2010-11.

King’s college opens its gates

Client: King’s college London

Site: The Maughan Library

Product: Fastlane Intelligates

Installation date: 05.03.11

More info: www.2cqr.com

For further details call: 0845 88 22 778

the facts...

Client: University of Exeter

Site: All five libraries

Product: PV-Supa returns Unit with five-bin sorter

Installation date: 05.03.11

More info: www.2cqr.com

For further details call: 0845 88 22 778

the facts...

S O L U T I O N S / S U P P O R T / C O N S U L T A N C Y / R F I D & E M P R O D U C T S t e l : 0 8 4 5 8 8 2 2 7 7 8 w e b : w w w . 2 c q r . c o m

rFID activity in Ireland

Latest developments in rFID technologyTwo-way drop box. Many, many happy returns

Intelligent Trolley. Drop and go Smallest Branch. Library on location

Our nifty two-way drop box (official name: Autosort 2) reduces waiting times at the returns desk, frees up staff and puts users in control. robustly designed, it can sort up to 24 different categories.

Easily incorporated into interior walls, the unit automatically recognises a library item, opens its hatch and checks it in. On-screen information guides the customers through the process. Simple!

Our Smallest Branch units allow modest collections to be placed in any location. No staff are required and maintenance costs are low. It’s the perfect way to assist the elderly, those in poor health or customers just too busy to attend your main site.

Transparent doors are opened by a membership card via a badge reader. Items are selected or returned and the door closed. A printed receipt confirms the transaction. The ultimate self-service solution!

For busy customers, what could be easier than placing a returned item on a trolley and heading back out the door? Intelligent Trolley recognises deposited items and logs them onto your system. No queues, no card readers, no hassle.

When the trolley is full, unclick it from the information terminal, roll it into your library and return items to the shelves. It’s fast, secure and practical. Intelligent Trolley – the moving solution!

Our representative in Ireland, Brendan Dempsey, has been particularly busy this year maximising clients’ rFID offering and upgrades from EM – as Ireland’s appetite for new installations continues unabated.

We’re investing in educational and public libraries across the region. Current demand is for a broad range of products, including EM and RFID Baby’s, book sorters, security gates, drop boxes and shelving. The first Totems are due for installation in a few weeks.

Educational customers include University College Cork, Galway Mayo Institute of Technology, Sligo IT and Queen’s University, Belfast. Ten public libraries, including those at Wexford, Donegal, Sligo and Kerry, have so far implemented our technology. All receive dedicated regional support.

Our new Lucid software has been well

received and we are busy upgrading Baby units around the region. Feedback has been positive, especially for the new features and customisable screens.

Responding to demand, 2CQR will be attending INULS, LAI regional events and the IIUG gathering in Tralee. We’ll also continue to host local events. We have demonstration equipment for the RFID Baby and Wanda product range and can leave units with interested parties for evaluation.

Brendan reports that the demand seems to be driven by affordability. Creative financing options remain available and have encouraged libraries to acquire what they need without breaking the bank. Despite the difficult economic climate across the Irish region, librarians are looking to the future and investing in the benefits of the latest soft and hardware.

New Products

SPEcIAL OFFEr *Offer valid until: 1 May 2012

T 0130 Compact Disc/ROM Strips £30 (€35) per pack of 100*

Contact: sales@2cqr.com or 0845 88 22 778

Your newsletter needs you!We hope you enjoyed this edition of Reflection – thanks for taking the time to read it.It’s very much your newsletter and our editor is always interested to hear what readers have to say. Good or bad, your comments are welcome. And if you have an idea for a story or column, please do share it. Many of our most informative articles have originated from your feedback. Email us at reflection@2cqr.com

If you’re interested in finding out more about our products, whether you’re a current client looking for improvements or a prospective client needing guidance, please get in touch.

Call us on 0845 8822778 or email us at info@2cqr.com

t e l : 0 8 4 5 8 8 2 2 7 7 8 w e b : w w w . 2 c q r . c o m

www.2cqr.com

S O L U T I O N S / S U P P O R T / C O N S U L T A N C Y / R F I D & E M P R O D U C T S

A former mentor once told me that technology has no value unless it enhances the experience of those who use it. I once worked for a business that was built on that concept and learned that systems should conceal their technological base and use interfaces. Users can then readily understand things and put those systems to productive use.

After 21 years of developing that concept, I joined 2CQR. Here I found a core of library-

technology providers with a firm belief in the same principles. We started off making barcode self-service desks. Today, our RFID-enabled systems provide far more than just self-service.

We’ve looked at every aspect of the way items are labelled and data moved about. The library industry has come together and we’ve identified problems and opportunities. We wanted to ensure the IT catastrophes observed in places like the NHS didn’t afflict our sector.

Compared with earlier systems, our barcode and EM self-service are unrecognisable. As everyone knows, RFID projects can now seamlessly link into existing installations, benefitting everyone and retaining confidence. The 2CQR approach allows customers to create service improvements alongside cost savings. Those improvements look good and deliver results right away. Improved functionality and additional savings are assured long after the initial investment. A dream project really can become a reality.

Technology is only one of the keys to unlocking this potential. Another is the long experience of the library sector. A third is the broad knowledge of my technical colleagues. These components are ensuring we search the world for the best solutions. If we can’t find it, we’ll make it.

The spirit of my former mentor, embodied in the 2CQR’s approach and culture, lives on. We’ll continue to develop practical technology for librarians, and not technology simply for its own sake.

“ ...technology has no value unless it enhances the experience of those who use it“

Lincoln sees the fruits of new rFID investmentFeedback from the University of Lincoln on their new rFID self-service terminals has been universally positive. Seven Totems were installed across all four of its libraries, enabling consistent, up-to-date self-service facilities. Students and staff have welcomed the usability, functionality and bespoke credentials of the units.

“2CQR have worked closely with us and involved library staff in the design of the self-service software,” says Ian Snowley, University Librarian. “It’s a product that really meets our students’ needs.”

Close collaboration ensured the units, incorporating Lucid software, were keenly user-focused. Students seem happy (always a good thing). Many comment that the on-screen functions complement what happens on their iPhone’s and Blackberry’s.

The libraries have control over what features are active or inactive, ensuring specific protocols are followed. “No other company would work with us on that level”, says Ian. “The system has a great level of functionality and ease of use, which has been largely missing from the library technology market.”

Lincoln University plans to develop its Totems further and expand the use of RFID in all its libraries, in partnership with 2CQR.

Schools packagesWe’re now offering starter RFID packages to schools. More and more primary, secondary and private schools are looking to upgrade or redesign their library systems. We’re here to help you do it.

For more information, contact chris robb on chrisr@2cqr.com or 0845 8822778.

The industry renowned library expert,

Mike Chambers gives an insightful look

into the world of RFID technology.

MIKETALKSTECH