Boxford Town Library Technology Plan
2006-2011
Equipment Assessment
A. Telephone Service
The Boxford Village library uses an aging Centrex system installed in late
2001 which is barely adequate for the libraries’ needs. The library currently
has 3 lines. Two lines are used for telephone service and the third line is used
for the fax machine. When the 3rd line is not being used for faxes, library
staff members use it for outgoing calls to patrons with materials on hold. This
practice allows the other 2 lines to remain free for library business but is an
issue at times because patrons, who miss the call, use Caller ID and then call
back on the fax line which is not answered.
There are three phones on the main floor of the library and three phones on the
second floor. Two phones are located at the circulation desk. The first phone is
located at the farthest point away from the main work station. One of our
customer service goals is to answer the phone by two rings, but the phone
placement at the circulation desk makes this goal almost impossible. The second
phone is the fax line and the third phone is at the Children’s Librarian’s desk,
located in the northeast corner of the first floor.
The phone extensions on the second floor for the Secretary and Assistant
Director are precariously taped together which causes the phones to disconnect
whenever the wiring is moved. They frequently are out of order which leaves the
Director’s phone on the second floor as the only reliable phone on that floor.
There is an answering service, but no voice mail for patrons to connect directly
with the person or service they need. Telephone service at the Main library has
become a priority because the lack of reliable phones and the small number of
extensions is hampering our ability to provide excellent customer service.
The West Branch library has one telephone line and one fax line. The phone is
located behind the Circ desk and outside of the Technical Services area. A
portable phone alleviates the problem of turning ones back to the Circ desk but
it is not an ideal situation. The fax machine is also located behind the Circ
desk. Patrons must come into the staff work area if they want to use the fax
machine.
An expanded telephone network may have to be considered at the West Branch
library and should be considered in conjunction with phone replacement at the
Main library.
All telephone and fax expenditures are consolidated with other town departments
and are paid out of the town’s budget.
B. External Connections & Internet
The Boxford Village library is connected to the Internet via 2 networks. Our
membership in the MVLC provides access to their network via a T1 line. The 7
staff computers and 2 public computers used to access the online library catalog
are connected to the MVLC network. Two computers in the Reference room are
connected via Comcast at no charge. The 3rd computer in the Reference Room and
the 2 computers in the Children’s Room are connected to the MVLC network. All
computers are connected through the library’s server for printing purposes.
The West Branch library has 2 staff computers and 2 public computers that are
connected to the Internet via the MVLC network. The connection is a dial up
connection operating at 312K which was upgraded from 56K in July, 2005. Although
the speed of the network is an improvement, transactions such Holds, Searches or
Internet searches can still take too much time, negatively affecting our
transactions with patrons. If we wish to improve the efficiency and speed of a
patron’s transactions, the connection should be upgraded to a T1 line, broadband
or DSL. There are frequent phone line problems affecting the Internet connection
at the West Branch Library. Although the problems are not with library or MVLC
equipment, the aging phone lines supported by Verizon, cause significant
downtime for library staff and patrons who cannot use the computers.
Our membership in MVLC also provides web-hosting for our website. It is likely
that this service will be discontinued by MVLC in the next couple of years. We
must investigate and contract with a new web host when this happens.
C. Internal Connections
At this point in time, internal computer connections are not an issue. Wiring
and connectivity are provided by MVLC and its vendors, and by Comcast. Should an
outside vendor become involved in providing connections for the planned wireless
network, they will be responsible for maintenance and upgrades. As was state
previously, the telephone connections leave much to be desired and should be
improved.
D. Computer Hardware
Personal Computers
Boxford Village Library
7 staff computers
1 server
7 public computers
West Branch Library
2 staff computers
2 public computers
Of these, 9 (7 at the Village and 2 at the Branch) staff computers were newly
purchased in August, 2005 to support the implementation of a new release of the
consortium integrated library system. The former staff computers were redeployed
as public computers in both libraries for improved performance. The former staff
computers are all using Windows 2000 and their configurations are protected with
“DeepFreeze”. (All of the public computers had been on Windows 98 and
experienced unexplained instability.) DeepFreeze has not proved to work well on
the public computers leaving them unable to automatically update anti-virus
software. This is a continued frustration for library staff and vulnerability
for our PC’s and network.
Because of the increasing complexity of PC’s and their networks, and the
inefficient use of staff administrative time to troubleshoot the PC’s the
Trustees decided to hire an outside firm to provide professional computer
consulting services. In FY06, the first task for the firm was to assist in
selecting and ordering the new PC’s and to offer advice on the best feature set
for the library’s use. The firm was also responsible for setting up and loading
software onto the new PC’s. There is also an “on call” arrangement to deal with
issues beyond the skill and time constraints of library staff.
Because of the demands of new technology, the library must also replace its
existing server in order to continue stable and secure storage for shared files
and information. A consulting firm should also be hired to install and provide
monthly maintenance for the server, and to assist library staff in maintaining
the computers and our computer network.
Printers
Boxford Town Library (Main)
There is one networked Color printer
(HP LaserJet 2550N) for staff use located on the second floor.
There is another networked black and white printer (HP LaserJet 5N), located in
the Children’s Room for public use. The library had a 3rd printer in the
Reference Room but because of its age, it was not compatible with the newer
computers. This printer must be replaced in order to return to our previous
level of service. Because printing is a major component of providing excellent
customer service, and the computers and printers are used frequently, a three
year rotation will be developed for the printers at the Village library.
West Boxford Branch Library
There is one networked black and
white printer (HP LaserJet 1012) for staff and public use. Based on the use this
printer currently receives, this printer should be adequate for the next three
years.
The Library charges 10˘ per printed sheet and is no longer adequately covering
the library cost for supplies and paper. The Library should consider making
color printing available within the life of this plan.
E. Photocopiers
One of the services the libraries provide is public photocopying. The library is
one of the only public places in Boxford where one can copy one’s own
materials. This service is an important one, as noted on our 2006 community
survey, and as one can readily observe by visiting the library. Photocopiers
provide black and white copying only, but do provide a variety of extra features
including reverse copying, sorting, collation, stapling and sizes from 8.5 x 11,
8.5 x 14 and 11 x 17.
The library currently supports photocopying services through an annual
appropriation to a revolving account at Town Meeting. The charge for all copying
is 10˘ per page on the honor system. This is a very modest fee and is no longer
covering the cost of supplies and paper for the copiers. Many patrons are
considerate of this fee, but there are many who do not want to pay for copies or
who want to pay only for copies that they like and do not want to pay for
mistakes they made in copying. This puts a strain on library staff with the dual
role of attempting to be fair to all and ensuring patrons pay for their copies.
Consideration should be made regarding increasing the fee per copy in order to
recover costs for providing this service. The library should also consider
changing the manner in which it purchases photocopiers. Currently, the copiers
are purchased outright and a maintenance contract is secured for ongoing
maintenance needs. It may be more cost effective and staff efficient to consider
leasing copiers with coin boxes installed. This will ensure that copies are paid
for and remove the responsibility of staff to be “photocopy police”.
Currently the library staff uses the same photocopiers as the public. This has
worked well prior to the past couple of years. Staff members are instructed to
give priority to patrons who wish to use the copier resulting in staff members
who must stop a copying job prematurely thereby requiring resetting of the job
or delaying a job due to patron use of the copier. The staff’s copying needs
have become more sophisticated and frequent. Delayed or stopped work creates
inefficiencies and frustration. A very basic copier was purchased for
administrative use in order to try to mitigate staff delays at the public
photocopiers. This copier will do multiple copies, but does not sort, collate,
staple, print on reverse or accommodate paper sizes other than 8.5 x 11.
Clearly it can only be a temporary solution to our administrative copying needs.
Arrangements should be made to incorporate a full-feature office copier into the
library’s operating budget within the life of this plan.
The Library should consider making color photocopying available to patrons
within the life of this plan.
Public Copiers
Savin 9122DL Copier, West Boxford Branch Library
Purchased 4/98
Average number of copies per year: 10,500 (est. 25% staff use)
Savin 2535 Digital Copier, Main Library
Purchased 3/03
Average number of copies per year: 67,000 (est. 33% staff use)
Staff Copier
Brother DCP-7020, Main Library
Purchased 9/05 to make quick administrative copies without
disturbing patron use of the public copiers
Average number of copies: Unknown.
Equipment Assessment Conclusion
Both libraries are in poor physical condition and are inadequate for the needs
of a modern library. Plans are underway to evaluate both facilities for
structural and functional effectiveness. Long range plans to improve the
facilities are being developed. At this point, any major renovation of either
facility or construction of a new facility is at least 5 years in the future.
Infrastructure improvements must be made at each library to support continued
access to technological services that assist residents to find the information
they need.
To support the Long Range Plan goals and objectives for the next five years, the
library will:
· purchase and install 9 new PC’s for the main and branch libraries;
· re-deploy staff PC’s to public kiosks for the main and branch
libraries;
· purchase 3 new PC’s each of the next two years to get on a rotating
schedule of replacing a few PC’s every year (to avoid having to replace entire
collection at once…);
· purchase and install a wireless network at the main library and the
branch library;
· purchase and install a server for the main library;
· purchase printers and faxes on a 3 year rotating schedule;
· replace the telephone system at the main library;
· purchase and/or lease copiers for the public and administration .