Delivering Digital Services: A Handbook for Public Libraries and Learning Centres

Citation

Cullen, M.P. (2005), "Delivering Digital Services: A Handbook for Public Libraries and Learning Centres", Online Information Review, Vol. 29 No. 6, pp. 684-686. https://doi.org/10.1108/14684520510638124

Delivering Digital Services is written by lecturers in the Department of Computer and Information Sciences, Strathclyde University, and several other contributors. It is pitched at technology‐orientated public libraries and arranged in three sections: policy and legal background, frontline issues and content creation. Structurally, each chapter contains an overview of main aims, a presentation of content under strategic subheadings, supporting case studies and activities. They end with a reasonably detailed bibliography. Supplementary material is available online via downloadable PowerPoint files located and continually updated on the publisher's web site.

What is this tome about, and what distinguishes it from the others? A starting point is its consistent reference to the broader socio‐political context of the information sector. Initiatives emerging from Scotland, Wales, England and Ireland provide most of the contextual data. In his foreword Hendry kicks off the presentation with a powerful observation: “e‐government is about empowerment”, about a just society and assisting the socially and economically disadvantaged, “not about the development of technology for its own sake”. This is impressive, given political fixations on ICT as a panacea without corresponding investments in human resources and outreach. Meticulous ICT planning, public consultation, strategic library partnerships, as well as critiques, are evident in the ensuing chapters.

The first section (policy and legal background) commences with lifelong learning and social inclusion strategies. These are fundamentals for global society, including labourers in the library and information “vineyard”. ICT and e‐learning for reasons of employability, productivity and competitiveness in a network of learning centres in Scotland, Wales and England are discussed. The socio‐political impacts of the digital divide are asserted: a correlation between “ICT know‐how and PC ownership” and “economic and cultural capital”. This makes some intuitive sense. The People's Network programme is mentioned, whereby all UK public libraries were provided with PC and internet access by 2002. Subsequently, a March 2004 target was set for library staff to complete their European Computer Driving License (ECDL) to support learners on the new PCs.

Another practical inclusion is an assessment of barriers to lifelong learning. The traditional assumption that public libraries provide a non‐threatening and inclusive learning environment is questioned. An alternative perception is presented, of a “take‐it‐or‐leave‐it” approach leaving “many potential users out in the cold”, limited efforts made “to encourage inclusion and participation” with possible “elitism and a bias towards white, English, middle‐class values”. Other barriers include negative learning experiences, lack of time or confidence and remote locations. These make for a more rounded handbook. In response, the crucial roles of outreach and library promotion are flagged.

The second chapter reviews selected legal and policy issues pertaining to public ICT access. There are no surprises here – access management is discussed fairly succinctly. Overviews of copyright in the digital age, licensing, data protection and privacy issues are provided. The use of assistive technologies is discussed, with several great practical illustrations (tracker balls, alternative keyboards and software solutions); acceptable use policies and internet filtering software are juxtaposed with libraries” tradition of uncensored information provision. This treatment tends to be brief, which equates with the tenor of this book – concise, quality coverage of key public ICT issues.

Section 2 (Front‐line Issues) consists of two chapters – Building on ICT Skills and Supporting Electronic Government. A substantial portion of the first chapter is devoted to activities based on the Windows XP operating system. This is excellent revision or extension material for all library staff. Advanced web searching, multimedia, security, hardware and software installation are among the practical foci. I found this to be a very worthwhile inclusion, an example of why the scope of this book includes but also exceeds the public sector.

The following chapter is more obviously aligned with the public sector, dealing with e‐government in Scotland, Wales and England. ICTs are portrayed as enabling governments “to be more contactable and transparent”. Local council and national parliamentary e‐government websites are featured,with some critique of their public uptake. Discussion of Extensible Markup Language (XML) and metadata follows. The Scottish Parliament and public libraries are the major case study; attempts are made to define “e‐governance” as an “open banquet” of countless web pages and a tripartite division into access, transactions and participation. Scotland's leadership in e‐petitioning prefaces the only detectable Australian reference in this tome: Queensland's Parliament is the only other that allows e‐petitions.

Section 3 is devoted to content creation in public libraries. The first chapter deals with the essentials of the digital environment, starting with website and intranet design and XML. The last two decades have seen extraordinary evolutions in technology, workplace and lifestyle. It seems reasonable to concur with the authors: “how to create web pages is an essential skill for any library and information worker”. They review the basics, dispelling the technical aspects of website construction as overrated, given the option of “some time spent learning HTML” or web editing packages like Front Page and Dreamweaver. A range of HTML activities ensues, followed by web design and critique: such factors as content, site structure and navigation, graphic design and page layout, technical issues and web presence. I found this to be more balanced and useful than a blanket endorsement of the digital environment. XML (Extensible Markup Language) and XSL (Extensible Style Sheet Language) are then differentiated. A solid mix of definitions, graphics and practicality prevails. There is a necessary but not excessive amount of technicality.

Chapter 6 generally facilitates its goal of “creating simple portal solutions in public libraries”. The authors start by defining portals as quality (electronic) entry points to information. Their tenor is professional, informative and concise, equally useful as either an introduction or a review. Practicality remains at the fore: this is about “low‐level solutions to information problems' and the associated nurturing of public library staff skills. Who could contest the simple logic of these statements? The enhancement of “user enquiries and community information needs” is encouraged via “straightforward web‐enhanced portals” using simple techniques and software like Microsoft Excel. One notices the authors” desire to “de‐mystify … what can be seen as an overtly technical subject” – this is commendable.

The inability of large‐scale portals to solve all needs is acknowledged. Public libraries are depicted as facing more of an information literacy challenge than the universities, which strikes me as authentic but likely to improve if society manages to traverse the digital divide either voluntarily or via outreach. Once again, a case study is used to ground the discussion, this time the “seamlessUK project” in which nine local authorities collaborated in the “creation of robust metadata standards”.

Chapter 7 is about “creating digitized content in community libraries”. The focus swings back to the micro level, for example, the prevalence of local history collections with visual materials. Basic definitions and formats of digitised objects are presented, including what I found to be useful practical applications of typical image types (BMP, TIFF, JPEG, GIF, PNG). Public libraries have always dealt in a variety of formats. Perhaps the scale and exponential growth of ICT lends it extra weight. UK digitisation projects are mentioned, including EnrichUK, and also several simple digital content creation activities, including scanning and creating an images database.

In concluding the authors call for public library staff to learn new skills to supplement the old, “to play the part of teachers, gatekeepers, and content creators”. This is viable, as long as the reality of “gifts differing” is acknowledged. The transformative effect of technology on “a rather traditional service” cannot be denied. They end on a positive note, affirming the continuity of mission – libraries continue to “provide access to information in all of its formats, without discrimination”.

While generally endorsing this conclusion, I would situate technology within the totality of quality information service provision. Trained and motivated staff are the vanguard; high‐calibre infrastructure, strategic relationships and a wealth of resources complete the context. This handbook amounts to a solid but selective analogue guide to digital phenomena for all librarians, although it is targeted at the public sector. It is concise, topical and practical – an above average foray into the ICT landscape.