Spotlight on services

Louise Shearer chats with Karen Fraser and Kaye Riise

“Lockdown was very frustrating for us as our whole focus is normally always on customer service. Our priority was to use that time wisely and provide a different kind of service for our customers wherever we could – and my team responded brilliantly to that challenge.”

Inspiring words from Executive Manager – Library Services, Karen Fraser, and I was keen to find out a bit more about what they’d been up to.

“Initially, we looked after those customers who most depend on our services, for example the visually impaired and those without internet access.

“Staff phoned housebound customers regularly to keep them up to date with what we were doing and also got in touch with some of the people who relied on computer access in the Learning Centre. In some cases, we were able to work with partners to provide people with internet-enabled devices to use at home. We also offered digital support by phone and introduced the ability to borrow tablet computers.”

You also mentioned trying to support your visually impaired customers – can you tell me a little more about that?

“Yes, of course. Our Senior Library Assistant, Kaye Riise, recorded our talking newspaper from her house for two months and uploaded it to the library website. Staff phoned all the talking newspaper customers to keep them informed and help them get access online where possible. As soon as she was allowed back into the building, Kaye also sent out back copies to the users who didn’t have online access.”

Kaye added: “We always knew the talking newspaper was appreciated but didn’t quite realise just how much until we made those phone calls. It was really rewarding for staff to hear the feedback, and to be able to keep such a worthwhile service going. The customer contact was really important during lockdown.”

Your latest performance statistics indicate a huge increase in eBook popularity – can you tell us a little more about how that has increased over recent years, and ultimately during the pandemic?

“Between summer 2018 and spring 2019, we embarked on a campaign to increase uptake of online reading and improve choice and access for all.

“Our first job was to transfer all e-book services on to one easy-to-use app. Once that was done we arranged large group sessions at rural school and community libraries to show people how easy it was to use the service. We also held a Digital Open Day with our partners. This made staff more aware of how many visually impaired users found the ability to change font, size and colour very beneficial. We also learned how eAudiobooks were particularly helpful for mental wellbeing.

“EBook and eAudio loans trebled as a result of that campaign almost two years ago, which proved to be very worthwhile groundwork for the pandemic lockdown.

"During 3 months of lockdown, loans were boosted again – eAudio loans up by 113%, eBooks by 169% and eMagazines by 71%. We also launched online newspapers right at the start of lockdown and had over 2,000 loans per month.

“Having such a strong base for our eBook facility during lockdown was marvellous – we managed online joining remotely so that people could become members and use ebooks while the library was closed. Even now, people can join and use this service without having to visit.”

Clearly you’ve done a lot to support young people during this time as well.

“School library staff were able to create ‘virtual libraries’ and help users access quality online learning materials.  They also ran online story or Bookbug sessions and worked hard to keep in contact with staff and pupils.

“Some of the staff also took the opportunity to learn some coding and make instructional videos for young coders for our YouTube channel. Our Code Club has been really popular since it started in 2017 (it’s aimed at 8 to 12-year-olds and is part of the National Library strategy of developing digital skills).

“With so much online content available, we decided to concentrate our efforts on local literature and dialect and promote it to a young audience. So staff created a series of subtitled Shetland dialect story videos for YouTube.”

I’ve heard how popular your home delivery service was – you mentioned that staff really valued the feedback received on small notes from customers.

“As soon as staff were allowed back into the building, we began a comprehensive home delivery service, all planned by the mobile library team from home. We offered this to all existing mobile and housebound customers at first, with more customers slotted in as soon as we could.”

Kaye added: “It took a huge amount of work to get each new part of the service up and running but at each point we realised how much people appreciated it. It was such a delight to see the first deliveries go out – we wished we could be in their homes to see them unpacking the books – like Christmas! We kept a whole folder of notes of thanks we got in returned deliveries. Again it was really rewarding to get such direct feedback and know how our efforts were valued.”

In June, the Library was able to start a ‘Connect and Collect’ service, with staff making up selections of books for people to pick up from Lerwick Library. This was really popular and is still the preferred option for people who want to avoid coming in or don’t have time to browse.

The library reopened in July – and I believe you were among the first in Scotland to do so?

“Finally, in July, the library was able to open its doors again, thanks to the hard work and dedication of the staff – yes, only Perth were ahead of us in letting customers back in.  All our school libraries also opened as soon as the schools opened in August." 

Have you been busy since then?

“Yes, book issue figures are now over 2,000 a week, which is close to pre-lockdown levels, and visitor numbers have been very healthy with the library welcoming its 3,000th post-lockdown customer on 10 October.

When we spoke, you mentioned that you recently ran a survey to gauge how customers were feeling about the level of service – you said the results were very positive. Can you share a few highlights from that?

“Over 90% of people felt safe using the library with the procedures in place and were very grateful to have more access again, particularly book borrowing and computer use.

“Bookbug is a huge miss, and we had to restrict opening times to just afternoons, though recently we’ve introduced one morning and evening as well.

“Some people commented that they had enjoyed discovering eBooks during lockdown, but most comments were about missing the physical services.”

Next steps for the Library then?

“We’re taking it cautiously until we see how things stand after Christmas. Even at Level 1, libraries are quite restricted by government guidance. We are planning next steps, which we hope can be implemented in early spring. Whatever happens, my team and I are obsessed with customer service and will do whatever we can to support Shetland’s readers.”