Archives for Technology:
May 1st, 2013 Brian Herzog
I received a marketing email recently about TxtReads, a new text message service app for libraries. My immediate reaction was quite mixed.
Technically, it looks like a great thing - it allows patrons to interact with their library account via simple, plain-English text messages. So if they want to look up a book, place a hold, etc., it's very easy for them to do - and without having to log into the catalog.
So, all good, right? Well, I spotted some negative points, too.
When I visited their website, their primary marketing message kind of shocked me:
TxtReads will change your next trip to your local bookstore. Simply use your mobile phone and send two text messages: One to see if the book you found is available at the library, and the second to place a hold.
Certainly this sort of functionality is possible with existing library apps and mobile sites (I've even built it into my library's mobile website), but promoting it so prominently like this kind of rubbed me the wrong way. Showrooming is such a problem for brick-and-mortar retail stores that some are charging people to even come into their store, and refunding it only if they buy something.
Libraries and bookstores are not competitors, and in fact have the opportunity to enjoy close relationships. But this activity - and blatantly encouraging it - could kill real-life bookstores, which in turn will hurt the book world and, as a result, libraries too.
Secondly, this text feature is so good that it makes me mad that our catalog doesn't already have this functionality built into it. I would much rather have integrated features than a mish-mash of third-party addons - I know that's hardly the reality, but still something to strive for. So, before signing up for this app, my first stop would be to check in with out ILS developers to see if they can make it happen internally.
I suppose that right there is its own type of showrooming - oh well.
At any rate, neat features in a clean-looking app. Just, I don't know, I don't like their marketing approach.
Tags: app, apps, libraries, Library, message, messaging, mobile, public, text, texting, txtreads
April 27th, 2013 Brian Herzog
A patron came up to the desk, saying she had an email question.
After a bit of a convoluted story, it boiled down to this: she was applying for a job, and emailed her information to their HR person. But she never got called for an interview, because the HR person said she had never received the patron's information. The patron wanted to know if there was a way to prove that the HR person did get it, because she knows she sent it.
The patron seemed to be fairly knowledgeable about computers and email, but I explained anyway that it is certainly possible for something not to get delivered, or get blocked for whatever reason, or go into a spam folder, etc.
Having a message in her own Sent folder would indicate when it was sent. That can probably be manipulated so I don't know if it'd be admissible in court, but in this case it might be good enough if the HR person was willing to listen.
But what the patron really wanted was confirmation that the HR person received the email. I didn't know how to find out after-the-fact (other than subpoenaing their server logs), so I told her about delivery receipts and read receipts. These are the little confirmation messages that come back to let you know someone got and opened your message.
Since it was the closest thing to what she wanted, we went into her email account so I could show her how to use them. However I explained that these aren't foolproof either - not all email clients will honor them. In fact, the email client I use offers a setting to ignore them.
She had both a Gmail and a Yahoo account, and it turns out - much to my surprise - neither one lets you request receipts.
I did some quick checking online, and it seems like Yahoo doesn't offer receipts at all, and Gmail only with their business accounts (not the free version).
Well, like I said, I was surprised. I tried searching for ways to make it happen anyway, and it looks like there are only two options: use an email client like Thunderbird or Outlook (which, for a patron using a library's public computer, isn't actually an option), or use one of the many email receipt services out there. Another website I found had some trickier solutions, but were too complicated for our purposes. There's also Boomerang for Gmail, but since that needs to be installed in the browser, it likewise wasn't appropriate.
Until this day I didn't even know these existed, so I have no idea how well they work. The patron was interested in the free web-based services, but only future-tense. Unfortunately, it looked like she was out of luck with her original question. I think she knew that before she even asked, but hoped librarians had some magic we could work - I hate disappointing patrons.
April 24th, 2013 Brian Herzog
Here's something that will hopefully have a significant impact on libraries in the future: there's a state-wide ebook initiative getting underway in Massachusetts.
This project was begun after hearing about the Douglas County (CO) Libraries "host your own ebooks" platform (and why). However, instead of just a single library system, Massachusetts wants to involve all the libraries in the Commonwealth.
Also, the end goal is a little different than Douglas County. Instead of hosting all the content we buy ourselves, the Massachusetts Library System (who is spearheading the project with support from the Massachusetts Board of Library Commissioners) is looking to develop a "discovery layer" interface that can search multiple vendors' ebook catalogs.
That way, patrons will just have one place to search all available ebooks, no matter which publisher or vendor they come from. This is good because the project includes all types of libraries - public, academic, school, special - which all have different ebook requirements. In the public world, people like to download fiction; in the school world, simultaneous online access to textbooks is required. This model is designed to accommodate the gamut.
My library is one of 50 pilot libraries that will begin testing this summer. The initial collection should be approximately 10,000 titles, negotiated directly with as many content providers as possible.
The current status of the initiative is, I believe, that proposals from vendors are still coming in. The project seems like it has a very quick timeline (see the project timeline & FAQ [pdf]), but I think that's a good thing.
In addition to the Colorado project, the Califa Consortium in California is also engaged in a similar endeavor. The Massachusetts project is unique in that it is the only state-wide program. Hopefully, as projects like this become larger and more numerous, libraries across the country will be able to adopt or join to give libraries a larger voice in the future of ebooks.
This is definitely something I'll be talking more about in the future. It's still early days yet (for the pilot libraries), but we're excited to get going.
April 6th, 2013 Brian Herzog
This wasn't a very difficult question, and although it didn't have a great ending, I thought it was interesting anyway - and happy we could help because the patron had no where else to go.
A patron walked up to the Reference Desk and asked to use the phone. We generally only let people use desk phones to call for rides or other quick things, mainly to make sure phones are available for staff to answer incoming patron calls.
Since it was fairly early in the day, I asked him if he was calling for a ride, and he said,
No, I need to call email tech support. I called them last night to help with my email, but he said I needed to be in front of the computer. I don't have one at home, so I always use the library computers. I don't have a cell phone either, but I think this computer here in the corner is close enough to the Reference Desk that I could stretch the phone cord across the aisle while I talk to him. It should be a quick call.
Okay, by the time he was finished speaking, all kinds of red flags were waving for all they're worth.
I sympathize with people trying to use technology without actually owning their own technology - libraries are great, but obviously some things are much easier to do at home. However, also obviously, I couldn't allow this patron to:
- block an aisle way by stretching a cord across it
- engage in a phone conversation at the public workstation, since we routinely ask people doing this very thing to take their cell phone call in a different area of the library so as not to bother the other computer users near them
- tie up one of the Reference Desk phones for this long a time - no tech support call in history has been "quick"
Hoping to avoid this situation entirely, I asked the patron what he was trying to do, and if I could help. His answer kind of surprised me:
I've always used Hotmail, but now I'm switching to Gmail. The Gmail people said they were able to import everything from my Hotmail account, except what was in my Drafts folder. But when I went in to move those myself, I accidentally deleted some, so I called Hotmail to see if they could be restored.
First, I had no idea that Gmail offered a migration service, but they do. Neat. Secondly, I think he's right in that he'd need Hotmail tech support to recover deleted messages. I did check his account with him, just to see if there was something he overlooked, but from what we could tell the draft messages in question were gone.
And so, this left us with the original question of how he could use a phone and a computer at the same time. Eventually it dawned on me that he could borrow one of the laptops we loan to the public, and the Reference Desk's cordless phone,* and sit in an area of the library where his talking wouldn't bother anyone. It seemed like a good solution, and he was happy.
45 minutes later(!) he came back, a little dejectedly, and said Hotmail couldn't recover his messages after all. He wasn't entirely sure of the reason, but by this point had accepted it. The messages weren't critical, but he certainly would have preferred to have them. I apologized and we commiserated a bit about technological dependence, then he thanked me for the library being able to accommodate his situation, and left.
So in case anyone was wondering, the digital divide is still alive and well. It also made me wonder: do any libraries loan cell phones to patrons? I'm not an expert on cell phone technology, but I think there are the the kind where patrons could just pay to put minutes on them, so it wouldn't cost the library anything. It would have been helpful in a case like this, or if a patron was going on a trip or something and wanted the security of being in touch. It seems like a good idea, but I'm sure I'm overlooking some vital flaw.
*Our Reference Desk has two phones at the desk (and two computers), as well as a cordless phone in the Reference Office behind the Desk. We carry this with us when we know we'll be away from the desk, because it sure beats trying to sprint back to the desk when the phone rings while you're in the stacks.
Tags: computer, digital divide, email, gmail, hotmail, libraries, Library, migrate, phone, public, Reference Question, tech support
March 29th, 2013 Brian Herzog
Just a few unrelated bits and bobs:
- The big news from yesterday is that Amazon bought Goodreads. This seems like a major development for the reading and library world, and Tim Spalding of LibraryThing.com has a good summary of where that leaves the reading social networking sites. The comments are also good, and this is definitely something to keep an eye on.
- I was at a meeting last week when someone mentioned https://www.facebook.com/thebig6ebooks - a Facebook page devoted to highlighting that "Six major publishers are making it difficult, if not impossible, for libraries to purchase eBooks." It lists bestsellers, and indicated whether or not they're available to libraries - and why. Neat. Thanks Deb.
- A helpful skill for librarians is being able to tell accurate information/resources from junk. Boing Boing recently pointed to some tips on how to tell if a photo has been faked. Good stuff, especially the tip on using Google Image Search as a reverse image search (click the little camera by the blue search button). Its like Tineye, but Google, so probably more powerful.
- And finally, in the same "how to look smart" category, my coworker Sharon sent me a link explaining what different browser errors and codes mean. This will be very basic for some people, but will pull back the curtain for many others and show that the internet isn't run by magic, and error codes are knowable and logical. And often, even helpful.
And now back to your regularly-scheduled Friday.
March 27th, 2013 Brian Herzog
Last week's reference question reminded me to post about a new service we've just started offering in my library - wireless "print from anywhere" for patrons.
We use Envisionware's LPT:One for our pay-for-print station in the library, which does have wireless capability. But patrons need to install a driver on their laptop, and only really works within the library - which is great for people printing from their own laptops, but we were hoping for more.
A couple nearby libraries were using PrinterOn, and that's what we decided to go with. It is web-based printing, which lets people really print from anywhere - the library, home, the coffee shop in the Town center, their smartphone while standing on the sidewalk, Canada - anything that can get to the internet can now send print jobs to be picked up at my library. Pretty neat.
Getting it Set Up
Of course we kept LPT:One for printing from our public workstations, because it works really well. Our initial intent was to integrate the wireless printing with our existing pay-for-print station, so it would be totally self-serve for patrons. However, when we spoke with our printer/copier management company, the cost of integration was prohibitive (about $4,000, mainly to update the hardware already in place) - especially for a service that we had no idea how much use it would get.
So we decided to do it the cheap way and run everything out of the Reference Desk. We lose the self-service aspect, and staff have to release each print job and manually handle patron payments, but it was worth it for a trial (and, if use justifies the $4,000, I'm sure we can negotiate with the print management company later on).
The PrinterOn software works well and was easy to install. There was a $200 setup fee and about a $500 annual subscription (roughly - and our Friends group provided the funding), and PrinterOn tech support installed everything we needed on our existing network server. The only other cost was that we bought a new printer, because we wanted to offer B&W and color, single- and double-sided printing, all from one printer. The printer we chose was the Xerox Phaser 6500, which, so far, has been just fine.
How It Works
To use it, patrons start at http://www.chelmsfordlibrary.org/webprint, and it's pretty straight-forward. You can upload a file from your computer or print a website, choose between B&W/color, single- or double-sided, and page orientation. Patrons both name their print job and get a job number, so we know which is theirs when they pick it up. There's also an option to print from email - you just email an attachment to our "print" email address (provided by PrinterOn), and the software knows to add the attachment to the print queue.
When patrons come to the Reference Desk, we log into the print queue and locate their job, hit print, and then calculate cost X number of pages after the job prints. We charge $0.15 for B&W and $0.25 for color, and charge based on pages - so, printing double-sided still only counts as one page. We also set it so jobs stay in the queue for 72 hours - after that, they automatically disappear.
Promotion and Results
We've got handouts for in-library promotion, and we're going to try to leave them at other likely spots around town - coffee shops, hotels, etc. It's fairly simple, but anyone is free to use and adapt it for your library if you like:
We launched this service about two weeks ago, and I have been shocked at how much it's been used so far - about once a day, at least. When it was ready, I added a link to our homepage (and mobile and Library Anytime sites too), and we put it on Facebook and in our weekly email newsletter. The next day three different patrons casually picked up print jobs, as if we'd been offering it for years.
But best of all, all patrons have figured out the interface, and no one has had any trouble sending print jobs.* The whole thing couldn't have gone more smoothly, and I love offering library services people can use from home.
*We did encounter one Acrobat PDF that the system couldn't handle - a complex text form that had a special print button built in, but we sometimes have trouble with PDFs on our public workstations, so I can't fault PrinterOn for that.