Case Story: Spellow Library

Restoring a Community Hub

Nestled in a vibrant but underserved area on the outskirts of Liverpool, Spellow Library has long been more than just a place to borrow books. As part of a modern ‘community hub’ model, Spellow offers local residents not only literature, but also vital public services and a place to meet, participate, and learn. From career and welfare advice to health and social care pop-ups and adult training sessions to early years activities, Spellow is a key part of local life.

After a major refurbishment in 2023, Spellow reopened with new facilities and technology, including six Hublet tablets and a Lyngsoe Phoenix™ self-service kiosk, aimed at improving accessibility and engagement. But just 18 months later, the library was the target of an arson attack amid riots which swept across the country. The fire severely damaged the facility, forcing the library to close for nearly five months.

Despite the devastation, the community rallied. An online fundraiser set up by a local quickly raised over £250,000 and support poured in from around the world, including donations from celebrities and Queen Camilla. In December 2024, the library reopened with the same fit out and technology as its original refurbishment, and its role in the community is stronger than ever.

Integrating Digital Technology: Hublet and Self-Service Kiosks

Spellow Library introduced Hublet tablets and Phoenix™ self-service kiosks as part of a city-wide effort to modernize library services and increase accessibility. Located in an area with limited access to digital technology, promoting digital inclusion was particularly important for Spellow.

The new technology was designed to enhance library services in a few key areas:

• Improve digital access for residents without home devices.
• Reduce queue times and enable users to manage loans independently.
• Keep the library accessible on days without library staff present.
• Free up staff time to focus on events, partner engagement, and frontline support.

The tablets, which dock securely and stay within the library building, have been a hit with families and children. Parents have reported increased interaction with their children when using them together and staff have observed that the familiarity of tablet interfaces make the devices easy for young users to navigate without much assistance.

Nichola Ditchfield, Hub Manager at Spellow Library, said: “When kids come in and see the tablets, they already know what to do. It’s instant – they just pick them up and get on with playing games or doing homework or whatever it is they want to do. Whereas with the desktop computers, we’d have to go and log them on and show them what to do.”

The self-service kiosks, meanwhile, have increased accessibility for users and reduced pressure on staff. On Tuesdays and Fridays, when the building is open but no library staff are present, the kiosks enable patrons to borrow and return books independently. Most books are now checked out using the kiosks rather than at the counter, and they have played a role in encouraging children to read more.

Nichola added: "The kiosks really help encourage kids to take books out because they get so excited to use them. It gives them that sense of independence, like when you're a kid playing supermarket or post office. They love scanning the books and getting the receipt. It makes them want to read more, and their parents love it too because it turns borrowing books into a fun, engaging experience.”

Enhancing Staff Roles

Staff were initially cautious about the introduction of self-service technology but with quick training sessions and hands-on support, adoption soon took off. The systems are designed to be self-explanatory with easy-to-use interfaces. Within one or two demonstrations, most users became confident enough to use them independently.

Importantly, no staffing roles were affected by the introduction of the technology. Instead, it has helped shift staff time to focus on value-added tasks, such as supporting vulnerable users, organizing community events, and engaging with partner services hosted at the hub.

From Recovery to Rollout

Luckily, the Hublet tablets and Lyngsoe Phoenix™ kiosk survived the fire. As part of the works to rectify the damage, the Phoenix™ was replaced with our newer self-service kiosk, Lyngsoe LibDeco™, and the former is being transferred to Central Library in Liverpool city centre for the benefit of its staff and patrons.

The success of the technology implementation at Spellow is now informing plans across the wider library network in Liverpool. Several libraries have expressed interest in adopting the same technology, noting the simplicity and accessibility of the systems.

More Than Just Technology

Spellow Library’s experience shows how the right technology can make a real difference in an underserved area. By introducing Hublet, Spellow has improved digital access for children and residents, many of whom do not have their own devices at home. Meanwhile, the introduction of the self-service kiosk has enabled users to manage their loans independently, meaning the library even remains operational on days without staff present. Through the adoption of digital technology, Spellow has made its services more inclusive and accessible to the whole community.

But what stands out most is the strength of the local and wider community. When the library was severely damaged, people came together from every corner of the world to help restore it, recognizing its value not just as a service, but also as a shared space. Spellow remains a much-loved venue at the heart of the community – a place for learning, support, and connection.