Attracting online users in Gateshead… We’ll be covering. . . • Using a CMS to power your web site • Live Help • Web logs • Future work at the Sage Gateshead
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 – ‘i. Know’
i. Know Gateshead Libraries Before….
i. Know Gateshead Libraries. . and after!
i. Know Gateshead Libraries The online space New library web site, funded by the People’s Network Excellence Fund
Asap Live! What’s new? • New breed interactive library website • Powered by Affino CMS • In partnership with Netmedia Education • Launched January 2004
Asap live! What does it offer? • Access to catalogue, opening hours, etc • Forums and conferencing for online discussion • Access to our Livehelp enquiry service • ‘What’s on’ – a regional music listing • Output to mobile and PDA
Asap live! What does it offer? • ‘Picturebookradio’ – partnership working with children’s author Shoo Rayner • AIRS talking newspaper online – future potential for sound files online • FARNE – access to 4, 000 digitised items about Northumbrian music
Gateshead Libraries website Let’s take a look… www. gateshead. gov. uk/libraries
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
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
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
Live Help Real time enquiry service Pilot began in June 2002 UK Public Library first
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
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
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
Live Help Lets have a go! www. gateshead. gov. uk/libraries
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
Live Help How do we answer enquiries? • Popular search engines & bookmarked sites • Copernic power search tool • Telephone • Books!
Live Help What skills are required to offer this? • Advanced web searching skills • Good knowledge of Council services • Ability to remain calm
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
Live Help How popular is it? • At present average of 5 enquiries per day • 100% customer satisfaction so far • Local publicity planned this Summer
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
Weblogs What are weblogs? • Frequently updated, diary style web sites • Popular discussion tools • Template driven • Easy to update, from anywhere • No ‘techie’ knowledge required
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
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
Weblogs Future use… • Community web publishing • Specialist web sites - authors, musicians. . . • Dissemination tool
The Sage Gateshead
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
The Sage Gateshead ‘i. Know Music’ • Specialist staff • Open 7 days a week, 9. 30 am to 8. 30 pm • Up to date regional listings • ICT & e. Learning focus • Overall aim: Any Music Question Answered
The Sage Gateshead: Digital citizens? • Using Affino to deliver web presence • Live Help at advertised times • Specialist weblogs
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
For more information… Contact me at: Gateshead Central Library, NE 8 4 LN T: 0191 433 8400 E: rachelpeacock@gateshead. gov. uk Thanks you for your interest
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