Professional Information in the Digital Age: Swansea Libraries

Virtual Enquiry ServiceKaren Gibbins

New Central Library

Somerset Libraries model

• Managed by trained, experienced information librarians

• The Enquiry Centre responds to enquiries from libraries or direct from individuals by phone, e-mail, fax, letter or text

• Supported by online and printed reference materials (small collections)

• Clear policy (Somerset Libraries Reference and Information

Services Policy V1Feb12)

Somerset Enquiry Service• http://www.somerset.gov.uk/libraries-and-heritage/libraries-facilities/library-in

formation-services/

• Strong Online presence• Clear and Informative• Scope of service is carefully described.

• The model was robust, clear and well thought through

• The Somerset service is now staffed by 2 people at all times and operates for 57 hrs a week.

• Some operational calls are taken• 80% of enquiries are dealt with immediately with

the rest a response in 2 working days.• Staff had wider responsibilities for reference

collections, newspapers etc and staff training

Libraryline• After a visit to Somerset we decided we could make

this solution work for us with some modifications.• The reference librarian would manage the service• The service would include reference collection

acquisition and management across all libraries, enquiry service, training, online resources, interlibrary loans, support for local history librarian.

• The service would support all staff in all libraries.• Community information database.

http://www.swanseacommunitydirectory.org.uk/

Daily operations

• Most enquiries arrive by phone or email• Increased use of online services for renewals• Located in an office not a library• Service road shows• Branding, promotion and marketing• Training for staff and customers• Additional resources for Libraryline staff are

Business Insight, Mint, OS maps

Virtual Visits

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10,000

20,000

30,000

40,000

50,000

60,000

70,000

Years

visi

ts

Series1

Libraryline Enquiries

Social Media

• @Libraryline

Q1

• I want to write to my local MP about environmental issues. Can you give me my MPs name and details of where they can be contacted? I’d also like to find out as much as I can about their interests and opinions on the Environment.

Q2

• I am doing a Business Studies course. Can you give me as much information on Matalan as you can find?

Challenges

• Invisibility of service.

• Somerset kept close links with their libraries via a dedicated phone.

• Online presence.

• Mystery customer exercise 2009.

• The challenge of providing a good library enquiry service.

Where we are now

• Central Library are first line for calls• Continuation of virtual reference library

but with a new focus.• More engagement directly with libraries

and customers• More focus on digital materials• Better use of knowledge of experienced

staff.

What does the future hold

• Increase role in training of staff

• New ideas for the promotion of online digital resources

• Collection management

• Information Literacy

• Adams, Ralph. (2014) Rewriting the book: The new library of Birmingham. Refer volume 30, no. 2 Summer.

Tasters ……

• Dead Baby’s Head article.

• A man walks into the library and asks, with an apparent certainty that we would know what he meant, to see the article “about the dead baby’s head”. He said it was in the paper in the early fifties.

• “Claire, there’s a Hollywood producer on the phone for you”

• How do I set up an underwear business in the Czech Republic?

• “I want to sue the Queen for illegally occupying the throne”

• How do I become a male stripper?

• Quantum physics – “ Can you put what’s on the internet in a letter?”