Case Story: Middlesbrough Libraries
The Latest Technology Comes to Middlesbrough’s Libraries and Community Hubs
“We’re delighted to introduce these sleek, self-service machines at four of our venues and are sure they’ll prove popular with regulars and new library users alike.”
David Harrington, Library Service Project Manager and Digital Lead
About The Library
Middlesbrough Central Library is housed in a magnificent, 110-year-old, Grade II listed building. It was officially opened in 1912 by Alderman Amos Hinton. Built on two plots of land, one donated by Sir Hugh Bell, the other by Alderman Amos Hinton, the foundation stone was laid in 1910 and the building, sometimes known as the Carnegie Library was officially opened on May 5th 1912.
The Local Collection can be found in Middlesbrough Reference Library, which has a splendid old-world interior ideally suited to studying the local area in a peaceful and relaxed environment. The local area stretches from the Tyne to the Humber and embraces Yorkshire, Durham, and the Tees Valley. The Reference Library has around 20,000 local history books.
Tech Revolution at Middlesbrough Libraries
A Need for Self-Service and Digital Inclusion
Following the first lockdown in 2020, Middlesbrough Libraries recognised that there would be an imminent need for self-service and digital resources in their libraries and community hubs. Middlesbrough Libraries was one of only 26 local authorities who gained investment from the first round of Libraries Improvement Fund from Arts Council England after submitting a bid to transform their services through the use of technology. The Library Service reached out to potential technology solution suppliers, including Lyngsoe Systems while developing the funding bid.
As the UK’s exclusive distributor of the self-lending tablet, Hublet, Middlesbrough Libraries initially engaged with us to implement the Hublet loanable tablet solution in the town’s Central Library along with the Community Hubs and Libraries at Acklam, Hemlington and Marton. The aim of the investment was to improve digital inclusion in the libraries and community hubs and set them on the path of becoming libraries of the future.
Such was the force of technology adoption, the decision was made to also procure Lyngsoe Phoenix self-service kiosks at four sites – Acklam, Thorntree and two co-located Libraries within leisure centres at The Neptune and Rainbow – making the library service more accessible and user-friendly than ever before. The easy-to-use kiosks streamline the process of borrowing and returning books, enhancing the customer experience.
Seamless Installations: Powering Up the Library Experience
Ease of Installation and Support
Prior to installation, Lyngsoe Systems held a pre-installation meeting in Middlesbrough attended by David and Heather Morren from the Council’s ICT Service along with other key personnel who would be involved in the installation. The installation of both solutions was exceptionally smooth, much to the satisfaction of David and Heather thanks to the highly productive pre-installation meeting and subsequent conversations that occurred prior to install.
David was particularly complimentary about Lyngsoe engineer Chris Head and the support he provided to him and his colleagues from the ICT Service, giving them invaluable knowledge and making the implementation and roll-out “absolutely seamless”. This close working ensured the installation was completed ahead of schedule.
Lyngsoe Systems delivered everything they promised during the installation, working collaboratively with our network and first-line engineers to complete the install ahead of schedule.
Heather Morren
ICT Business Partner/Senior Project Manager
Phoenix Kiosks & Hublets: Changing How We Borrow and Learn
Lyngsoe Phoenix and Hublet in Action
We worked closely with Middlesbrough Libraries to decide the best locations to place the solutions within the libraries and community hubs.
The self-service Phoenix kiosks are placed at entry and exit points for customers’ ease. All customers need are the books they want to borrow or return along with their library card. Customers can also renew items existing items through the Phoenix kiosks again using their library card.
Middlesbrough Libraries have enabled automated e-receipt functionality which links to the LMS and providing the system holds an email address for the customer, the Phoenix kiosks will offer the option of receiving an e-receipt in preference to issuing a paper receipt. Not only is this helping Middlesbrough Libraries to reduce their carbon footprint, but importantly it’s increasing customer satisfaction.
Customer feedback has been positive, particularly on the intuitive nature of the technology, with children as young as seven or eight using the self-service kiosk without needing any additional support. Staff witnessed one child showing his grandparent how to use the Phoenix kiosks to both return and issue her library books!
The Hublet Advantage: Diverse, Digital Delights at Your Fingertips
The Hublet tablets are also strategically positioned to optimise use. These devices cater to a diverse demographic, serving various purposes, such as browsing the Internet, reading the latest eBooks and magazines, playing games, viewing educational content, watching videos, accessing online banking checking emails and utilising a selection of preloaded apps. The library team has set up user profiles to tailor content for different customers and ensure the devices are used responsibly. Every time a Hublet is returned to the docking station, all personal data is wiped after each use to ensure GDPR/Data Protections regulations are strictly adhered to.
Staff also plan to use Hublet as an integral part of library group and club activities, such as the Summer Reading Challenge, Job Clubs, Makerspace Events, Lego Clubs and Dementia Cafes.
Middlesbrough Libraries also linked The Hublets to its highly successful and hugely popular WiFi Print Service which allows customers to use their own devices at the town’s Grade II listed Carnegie Central Library or the Community Hubs and Libraries and send documents/files directly to the Library Printer. The service became the second library to use the Wi-Fi printing facility through Hublet, further diversifying the use of the tablet.
The installation of both the Phoenix kiosks and Hublet tablets are helping Middlesbrough Libraries to continue their transformation journey, ensuring their digital offer available to all customers continues to evolve and is fit for the 21st century.
The Hublets are sure to be a hit with existing users and will doubtless bring in new customers looking for the latest digital solutions.
David Harrington
Library Service Project Manager and Digital Lead