Hertfordshire Libraries, Heritage and the Arts - Hertfordshire County ...

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Section 3 - Information and Lifelong LearningInformation“Knowledge, skills and information arebecoming more important to our lives,economically, socially and as citizens.Libraries have a central role to play inensuring everyone has access to theresources, information and knowledge theyneed.” (Framework for the Future)Libraries have always been places wherepeople could come to find information –any information, about any subject, for anypurpose. The information revolution andthe advent of the Internet has not endedthis role but has changed it radically.Once, people came to libraries becausethey didn’t know where else to look forinformation. Now they come to librariesbecause so much information is availablethat they don’t know where to start. Thishas also changed the role of library staff,who are no longer custodians ofresources, but rather enablers andsignposters, helping enquirers to navigatetheir way through the information maze.Information facts and figuresOver 1 million information enquiries wereanswered in Hertfordshire libraries in2006-07.Information and enquiry services• All Hertfordshire libraries provideaccess to a range of electronicinformation resources, referencebooks, newspapers and periodicals.• The Central Resources Library (CRL)provides a centre of excellence forinformation. It acts as a referral pointfor more complex enquiries escalatedfrom local libraries and the CustomerService Centre as well as housing thefollowing special collections:‣ Business Information‣ Government information‣ Performing Arts• CRL also contributes to Enquire – anew national initiative to provide a free24/7 online library enquiry service,which uses ‘chat’ technology to connectenquirers directly to trained library staff.• The Local Government InformationService (LoGIS) at County Hall holdsinformation on local government topics,and provides information for HCCmembers, staff and the public.• A programme of training coveringInternet resources and enquiryhandling has been designed to equipstaff with skills to help users.The Online Reference LibraryIn addition to general access to theInternet, libraries offer free access to awide range of subscription websites via theOnline Reference Library (ORLib).Resources available through ORLibinclude dictionaries, encyclopaedias,reference books, national newspapers,journal articles, British Standards, andAncestry.co.uk – the online family historyresource.As well as ORLib being available throughlibraries, Hertfordshire Library memberscan access many of the resourcesremotely via the hertsdirect.org website.The ORLib opens up access to informationresources far more widely than was everpossible when resources were onlyavailable in printed form, and it is likely thatthe range of resources available willcontinue to expand in the future.9
Section 3 - Information and Lifelong LearningInformation PartnershipsThe Inspire Hertfordshire agreementprovides for co-operation between thepublic library service, the libraries of theUniversity of Hertfordshire and the four FEcolleges. It facilitates free public access toreference materials. A challenge in thenext year will be to build on this agreementby including health libraries to ensure thatHertfordshire residents enjoy the widestpossible access to information resources.made a huge contribution to socialinclusion by bridging the ‘digital divide’ andmaking the Internet available to everybody.Challenges for 2007-08Information LiteracyThe Internet has made information morewidely available. The library role is to helpusers to find information that is accurate,impartial and authoritative. In the comingyear the information and enquiry servicewill be reshaped:• To improve our consistency inanswering information enquiries – inperson, by phone or by e-mail.• To provide guided self-help resourcesto assist library and website users infinding the information they need.Promoting ORLibA promotion campaign for the ORLib willensure that library users are making themost of the resources available.Digital Citizenship“People who are unemployed, who lackaccess to the Internet at work and olderpeople, are amongst those currently lessinclined to experience the opportunitiesand benefits offered by online services.The library service has a vital role to playin delivering the Government’scommitment to universal access to theInternet and the provision of e-governmentservices”(Framework for the Future)The People’s NetworkThe creation of The People’s Networkproviding public Internet access in alllibraries is the most visible development inthe service in recent years. It has openedup new opportunities for library users andHitchin Library ICT SuiteAll libraries have computers for public usewith access to the Internet, MicrosoftOffice and electronic informationresources. Larger libraries have extensiveICT suites and offer additional servicessuch as scanners. All libraries aredesignated UK Online Centres.Library members can have one free hourof computer use a day. They can booksessions in advance and log on using theirlibrary card.People’s Network facts and figuresThere are now more than 470 publicaccess computers in Hertfordshirelibraries. Watford Central Library has 48computers.Library staff receive training for the ECDLqualification to enable them to supportcomputer users. In addition some staffhave undertaken more advanced ICTtraining to enable them to provideadditional support. ICT Help! Folders areprovided to guide users through basiccomputing tasks.Challenges for 2007ICT provisionDespite the big expansion in ICT provision,Hertfordshire still falls short of the PublicLibrary Service Standard to provide sixpublic access computers per 10,000population – this is largely due to theconstraints of the building stock.10
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