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.

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 – ‘iKnow’

iKnow Gateshead Libraries

Before….

iKnow Gateshead Libraries

.. and after!

iKnow 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

DeliveryAffino:

• 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

DeliveryUsing a CMS:

• Library service has complete editorial control of site

• One managing editor

• Many contributing editors

• Web development being built into everyday routines

DeliveryUsing 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 HelpHow 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 HelpHow 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 HelpHow do we answer enquiries?

• Popular search engines & bookmarked sites

• Copernic power search tool

• Telephone

• Books!

Live HelpWhat 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

WeblogsDelivery

• Userland Manila software

• Originally hosted by weblogger.com

• Now hosted by Gateshead Council

• Minimal costs

• Ability to create as many blogs as we like

WeblogsFuture 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‘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

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, NE8 4LN

T: 0191 433 8400

E: rachelpeacock@gateshead.gov.uk

Thanks you for your interest