3. 3
The Digital Offer
• Free access to the internet for
every customer (for a minimum
period of time)
• Clear and user-friendly online
library services including e-books
• Staff trained to help customers
access online information,
especially those who lack IT skills
or equipment
• 24/7 access to services through a
virtual library presence
4. 4
Why do we need a Digital UO?
In 2016
• 89% of households in Great
Britain had internet access,
and 82% of adults used the
internet daily, or almost daily
• 11% of British households
had no internet access
5. 5
What’s been achieved
• Digital skills training for 14,000 library staff
• Digital leadership training for 80 senior staff
• Partnerships with Halifax and Barclays
• Successful bid to be part of Government’s
Assisted Digital/Digital Inclusion framework
• Free public wifi available in most libraries
• National discount deal for online subscriptions
6. 6
What next?
• Joint purchasing power
• Digital single sign-on
• Digital single presence -working
with the Libraries Taskforce
• Easier customer journeys
8. 8
Single Sign On pilot update
• The pilot has been more complex and time-consuming than
originally thought, but it has also demonstrated the potential
for Single Sign On to improve the digital library offer
• We now have proof of concept for Single Sign On which
shows that it can work in a public library setting
• The impact on usage and customer experience remains to
be seen, but preliminary findings about this should be
available in September/October 2017
9. 9
Single Library Digital Presence
• Today’s library IT was largely designed 30 years ago
• Library websites frustrate users instead of serving them
• Libraries struggle to partner nationally because library systems
have different software
Current library digital infrastructure:
• prevents libraries from adopting the best practices of others
• discourages innovation rather than promoting it
• prevents libraries from sharing audiences and resources online
10. 10
Meanwhile …..
SCL is working with library suppliers to explore other
potential improvements:
• Making library holdings more accessible via Google
• More interoperability in the e-book market
• A model library management system specification
12. 12
Libraries Taskforce ambitions
• Improved levels of digital literacy in England
• All library services providing internet access, training and
support - in conjunction with partners - so people can get online
easily, and get help if they need it
• Users understand and make more informed decisions about
their safety and security, and use of their personal data online
as a result of library activities
• People perceive public libraries as being places they can go to
co-create and share expertise using cutting edge technology -
for example through makerspaces
• High quality 24/7 online access, seamlessly integrated with
physical aspects of public library services, available through a
Single Library Digital Presence
Hello everyone.
I’m Ayub Khan - Digital Lead for the Society of Chief Librarians.
I’m here to tell you about our Digital Universal Offer - what has been achieved so far, and where we plan to go from here.
Just to remind everyone: SCL has developed 5 Universal Offers - reading, learning, health, information and digital - with a
6th, culture, on the way.
Basically, the UOs and allied ‘promises’ set out minimum national standards for the services all library authorities should
provide, plus additional services they should aim towards offering their customers.
At the same time the Universal Offers look to the future. Libraries operate in a fast-changing market place, within the
context of wider policies and financial pressures.
So, effectively, the UOs and their respective workstreams are constantly under review and looking to move forward. This is
especially true of the Digital Universal Offer, which underpins the others.
Whether it be e-lending, code clubs, microbits, makerspaces, workforce development, or the learning offer - Digital relates
to them all.
In the context of the SCL’s Universal Offers, this is what we mean by ‘Digital’.
These are the key things every library service should provide: [read from slide]
We may still differentiate between physical and virtual services - in terms of delivery - but the demarcations between the
two are fast disappearing.
All library services are digital nowadays. The shelves of books may look much the same but, behind the scenes,
technology drives all that libraries do - and enhances their ‘offer’ to both physical and online customers.
Why do we need a Digital Universal Offer?
The short answer is we live in an increasingly online world - as the first Government statistic on this slide shows.
We have to cater for the needs, preferences, and 24/7 on-demand lifestyles of modern-day customers who use digital
devices and social media.
The development of digital services, skills and access underpins the 21st century library service.
But the second statistic is equally relevant.
Not everyone has a computer or internet connection, a tablet or smartphone - and some people never will.
It’s gradually getting harder to do things offline - so libraries have a hugely important role to play -
In ensuring the 11% are not excluded and can get help to access the information and services they need.
https://www.ons.gov.uk/peoplepopulationandcommunity/householdcharacteristics/homeinternetandsocialmediausage/bulletins/internetaccesshouseholdsandindividuals/2016
Training is a priority for the Digital UO. SCL has delivered digital skills training to over 14,000 frontline library staff.
We also need to make sure our senior staff have the necessary digital skills - to share with colleagues and customers.
More than 80 staff have received digital leadership training so far.
We have worked in partnership with the Halifax and Barclays - whose volunteers are eager to share their own digital skills.
SCL is now part of the framework by which Government departments will commission support for people who lack digital
skills or confidence online.
Free public wifi is now widely available across the library network.
Discount deals for a wide range of online subscriptions have been negotiated nationally - with big savings.
The Jisc-brokered national discount deal for online subscription services achieved potential savings of around £1.4 million
for the library sector. We need to investigate other ways we might work together, buy collectively, and save money.
We lend out e-books - but how about devices to read them on? That’s something we’re looking at - perhaps with
Government funding.
Work continues on exploring the options for a single digital sign-on for customers to access local and national library
services and resources - without having to log-on to separate areas several times.
We continue to explore the potential to create a Single Library Digital Presence - in other words, a national online library
service. That’s something we know the Library Taskforce is very keen to work with us on.
In summary, it’s all about creating easier customer journeys.
Let’s look at a couple of these topics in a bit more detail:
First the Single Digital sign-on.
There’s a wealth of free resources library members can access via their local service.
The problem is - as this slide from Bournemouth Libraries illustrates - users have to keep signing in as they move from
one set of resources to another.
The problem is compounded by the fact that library services don’t all use the same management system software.
SCL has been working with Jisc, and several library management system providers, to find a solution.
As a result, a single sign-on pilot project in Bournemouth is due to go live next month (April 2017).
It has taken over a year to get this far and it hasn’t been easy - but we have proved that a single sign-on is achievable.
The pilot evaluation report is due in November (2017).
In January 2016 SCL published a report on research and recommendations for a Single Library Digital Presence for public
libraries in England.
The report was commissioned by SCL in collaboration with The Reading Agency with funding from Arts Council England.
It looked at how libraries can best meet customersʼ online expectations in the future.
Some the report’s key findings, about the current situation, are summarised on this slide.
Creating a single platform to share content and programming would be a massive and hugely expensive undertaking - but
it is being seriously considered.
Meanwhile SCL is working with library suppliers to explore other potential improvements:
Making library holdings more accessible via Google
More interoperability in the e-book market - SCL will write a specification for something more seamless
A model library management system specification - SCL will develop a new spec for what a modern LMS should do
Over the next year we will continue to work on the Single Library Digital Presence and Single Sign On projects.
Another key workstream comes under the heading of Digital Showrooms.
This is about helping library services, both individually and regionally, to showcase digital technology within their own
councils and beyond - promoting the innovative use of technology in a public library setting.
Briefly we will:
Commission research - including the potential for tech-petting zoos to support informal learning
Publish guidance on best practice
Create a suite of high-quality online resources
Support regional showcasing projects
Last year (2016), the Libraries Taskforce published its ‘Ambition for Public Libraries in England 2016 - 2021’.
‘Increased digital access and literacy’ is one of 7 key outcomes identified in the document - and this slide shows what the
Taskforce would like to see happen over the 5 years to 2021.
The SCL’s Digital Universal Offer will continue to develop - and work towards these goals.
