Act Public Library Online Information Services

‘Reference is dead’ or so Stephen Abram would have us believe (Abram, 2007). Abram has been investigating and reporting on the top ten strategies for library success. Put into context Abram’s findings are that the traditional library services are changing away from face to face interactions to a more flexible service delivery. ACT public library has progressed towards this type of service delivery and the benefits of these developments are positive for both staff and users.

No longer does an information user have to physically come into a library to access information, services and programs, or manage their user accounts. A variety of service options are now available including face-to-face service, telephone access and online access. These options have just increased the demographics of the library, as a user no longer has to be a local. They have increased the size of the collection as information no longer has to be kept onsite or in hardcopy. Online access can also increase the use of services such as requesting resources, participating in online learning, and also aids in removing access barriers for those users with disabilities.
Customer services now takes on new dimensions as communication between the library and users can be done via email thus expediting the communication process and making it far more effective and efficient.

New technologies such as wireless will benefit the library and its users by providing more flexibility in regard to the use of library space. Other technologies, such as data saving devices, will allow users to access, save, and re-use information and resources in more flexible means, both in and outside of the library confines.

The online information services have also altered staff workloads in response to the demand for these services. These services have removed some of the more repetitive manual transactions and staff are now focusing on streamlining access to online resources including catalogues, databases, and websites. They are forming valuable partnerships in the provision of sharing resources and services and energy is now expended on the services that users are participating in and not necessarily on services that the library deemed as necessary.

For the Act Public Library, online services have broadened their communities, refocused their staff and resources, and most importantly, reinvigorated the library so that it is valued within the community as a public space and an online space.

Reference

Abram, S. (2007, August 30). Top ten strategies for library
success. Presentation to library professionals, Brisbane, Queensland.