Case Story: East Riding Libraries

Library Now: Increasing Library Access with SOL™

East Riding Libraries has successfully implemented Lyngsoe Self-Operated Library™ (SOL™) technology across three locations: Hornsea Library, Haltemprice Library, and Beverley Library.

The primary goal of this initiative, branded ‘Library Now’ to emphasize the improved access it provides, was to extend access to library services beyond traditional staffed hours, particularly in libraries situated within leisure centers which typically have longer opening hours. By implementing SOL™, East Riding Libraries has enhanced customer accessibility, experience, and satisfaction, resulting in increased usage of its services.

Listening to Customers’ Needs

East Riding Libraries’ customers frequently expressed a desire for Hornsea and Haltemprice Libraries to remain open in the evenings during the leisure center opening hours. Recognizing a clear demand, East Riding Libraries sought a digital solution that would meet the community's need for increased accessibility and improve its service offering.

How SOL™ has Benefited Library Customers and Staff

SOL™ brought multiple benefits for both library users and staff:

• Increased opening hours: Hours have increased by 78% (from 107 to 190.5 hours per week) across the three libraries.
• Access for full-time workers: Individuals who work 9-to-5 can now visit the libraries at more convenient times.
• Extended hours for activities: Local community groups and private tutors can use the libraries for sessions outside of staffed hours.
• Digital inclusion: Increased access to PCs and tablets enhances the community’s digital literacy, supporting life skills, education and job-seeking opportunities.
• Combatting loneliness: Extended hours give people the opportunity to get out of their homes and be around others in the evening, fostering social engagement.
• Increased revenue generation: More customers use the chargeable services, such as printers, scanners, and copiers, contributing to the libraries’ revenue streams.

What Library Customers Have Said

Customer feedback has been extremely positive, with many patrons valuing the extended hours and greater flexibility. One customer highlighted the convenience of using the library after their evening swimming class, while another commented that their young daughter doesn’t like crowds and noise, so it’s been fantastic for them to use the library when it’s quieter in the evenings.

What Library Employees Have Said

Library staff have welcomed SOL™ as it has significantly improved their working conditions. At Beverley Library, in particular, the introduction of SOL™ has led to more sociable working hours by allowing employees to finish earlier in the evening. Additionally, staff appreciate the flexibility SOL™ provides when a library is understaffed due to sickness. Previously, such shortages would have forced temporary closures, but with SOL™ in place, the libraries can remain open and accessible to the community even when staff numbers are low.

Putting Patrons’ Safety and Security First

Ensuring the safety and security of library users during self-operated hours is a priority for East Riding Libraries. The team has put additional safety procedures in place including age restrictions and regular checks by leisure center staff or concierges to maintain safety and security, and ensure no customers remain in the library after closing. These procedures have proven effective, particularly when an elderly person collapsed in the library and was assisted promptly thanks to the routine inspections.

Delivering Better Services to the Local Community

Given the success of the Lyngsoe Self-Operated Library™ implementations, East Riding Libraries is considering expanding the technology to additional libraries in the area, particularly those located at sites with other community services, including Goole Library.

The adoption of the digital solution has significantly increased accessibility and improved customer experience and satisfaction. The ability to open the libraries’ doors for longer has had far-reaching benefits from improved digital inclusion to increased community activity, supporting East Riding’s communities to thrive.