Attracting online users in Gateshead

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Attracting online users in Gateshead

• Well be covering...
• Using a CMS to power your web site
• Live Help
• Web logs
• Future work at the Sage Gateshead

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The background...

• 150 PCs across Gateshead as part of the PN
• February 2003, creation of a new learning space
  with 25 PCs
• Re-branding of traditional services to appeal to
  new users iKnow

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iKnow Gateshead Libraries

• Before.

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iKnow Gateshead Libraries

• .. and after!

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iKnow Gateshead Libraries

• The online space
• New library web site,
• funded by the
• Peoples Network
• Excellence Fund

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Asap Live!

• Whats new?
• New breed interactive library website
• Powered by Affino CMS
• In partnership with Netmedia Education
• Launched January 2004

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Asap live!

• What does it offer?
• Access to catalogue, opening hours, etc
• Forums and conferencing for online discussion
• Access to our Livehelp enquiry service
• Whats on a regional music listing
• Output to mobile and PDA

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Asap live!

• What does it offer?
• Picturebookradio partnership working with
  childrens author Shoo Rayner
• AIRS talking newspaper online future potential
  for sound files online
• FARNE access to 4,000 digitised items about
  Northumbrian music

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Gateshead Libraries website

• Lets take a look
• www.gateshead.gov.uk/libraries

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Delivery

• Affino
• Powerful CMS used by the Royal Opera House, BBC,
  Diesel, etc
• Intelligent navigation and related content
• Easy to use - no knowledge of html required
• Available from 3,500

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Delivery

• Using a CMS
• Library service has complete editorial control of
  site
• One managing editor
• Many contributing editors
• Web development being built into everyday
  routines

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Delivery

• Using a CMS
• Maintaining a uniform style
• Style and size of font dictated by CMS
• Style of writing harder to control!
• Editorial control important
• Overall, much more efficient and easy to manage

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Live Help

• Real time enquiry service
• Pilot began in June 2002
• UK Public Library first

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Live Help

• What is Live Help?
• Real time enquiry service powered by Click Care
• Uses page push technology
• Using new technologies to offer traditional
  library services

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Live Help

• How does it work?
• For the agent
• Log in and leave the software running
• Audible and visual alert that a customer is
  waiting
• Dialogue using pre-scripted text for speed
• Uses shortcuts to most popular sites

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Live Help

• How does it work?
• For the end user
• Immediate dialogue with expert staff
• Most enquiries answered immediately via the web
• Follow-up information delivered via e-mail or
  telephone when required
• Option to save dialogue with URLs

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Live Help

• Lets have a go!
• www.gateshead.gov.uk/libraries

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Live Help

• How is the service used?
• Majority of enquiries are Council related, from
  basic to in-depth
• Many are Tourist Information related
• Also used to support specialist info services

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Live Help

• How do we answer enquiries?
• Popular search engines bookmarked sites
• Copernic power search tool
• Telephone
• Books!

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Live Help

• What skills are required to offer this?
• Advanced web searching skills
• Good knowledge of Council services
• Ability to remain calm

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Live Help

• How is it delivered?
• Quieter service points and one stop shops main
  points of delivery
• Will soon offer access throughout library opening
  hours

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Live Help

• How popular is it?
• At present average of 5 enquiries per day
• 100 customer satisfaction so far
• Local publicity planned this Summer

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Live Help

• How is it delivered?
• Click Care software provided by Swiss company
  Eivycom
• Six seats at c 150 per month
• Find out more at www.clickandcare.com

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Weblogs

• What are weblogs?
• Frequently updated, diary style web sites
• Popular discussion tools
• Template driven
• Easy to update, from anywhere
• No techie knowledge required

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Weblogs

• Gateshead Library weblog
• Et cetera - http//www.libraryweblog.com
• First library weblog in the UK
• Over 150 registered members
• 6 content editors
• News, information, useful sites, discussion

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Weblogs

• Delivery
• Userland Manila software
• Originally hosted by weblogger.com
• Now hosted by Gateshead Council
• Minimal costs
• Ability to create as many blogs as we like

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Weblogs

• Future use
• Community web publishing
• Specialist web sites - authors, musicians...
• Dissemination tool

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The Sage Gateshead

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Future work...

• The Sage Gateshead
• State of the art building on Gateshead Quays
• Two concert halls, rehearsal rooms, tuition
  space, bars and cafes
• Specialist library and information space
• Due to open Winter 2004/05

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The Sage Gateshead

• iKnow Music
• Specialist staff
• Open 7 days a week, 9.30am to 8.30pm
• Up to date regional listings
• ICT eLearning focus
• Overall aim
• Any Music Question Answered

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The Sage Gateshead

• Digital citizens?
• Using Affino to deliver web presence
• Live Help at advertised times
• Specialist weblogs

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In conclusion...

• Using digital technologies to
• Offer new content and services online
• Allow people to engage with us from new
  environments
• Advise service users at the click of a button
• Guide people to resources they need
  electronically

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For more information

• Contact me at
• Gateshead Central Library, NE8 4LN
• T 0191 433 8400
• E rachelpeacock_at_gateshead.gov.uk
• Thanks you for your interest