As the COVID-19 pandemic quickly evolves, we are faced with new realities and new ways of working and communicating. We know libraries are doing their part to encourage social distancing by cancelling programs, events and even closing their doors completely. We recognise how tough these calls are to make and how important the safety of your library staff, users and communities is during this critical time to flatten the coronavirus curve.
We would like you to understand bibliotheca’s response to the events. We are aware that this is a major issue affecting everyone we deal with. We are mindful of the current situation and we want to assure you that we are following the advice of local and federal Health Departments and we are reviewing the situation regularly.
Please guidance and tips for customers below including how to best clean your bibliotheca solutions and maximise the use of cloudLibrary.
Are We Still Operating?
Please be assured that our support desks and office continue to be open for business as per our normal business hours. We have however, to comply with the closing of state and country borders so non-essential travel is now not possible with our field technicians to attend on site and we will do what is possible to support you remotely.
How you can contact us?
Australian customers can reach us at +61 38555 3388 or support-AU@bibliotheca.com. New Zealand customers can reach us at +64 276226824 or support-NZ@bibliotheca.com. We will all be available via email and phone, according to specific service level agreements.
cloudLibrary digital content update
For libraries who use our cloudLibrary digital service, we will continue to serve your library users with 24/7/365 access to ebooks and audiobooks and have additional helpful tips to handle a surge in usage below.
Usually considered a luxury, eBooks and digital audiobooks are fast becoming formats that our communities rely on as schools close and as people look for comforting diversions from the stress that surrounds us all during these unusual times. We wanted to take the time to talk about a few of the ways we have seen libraries react to help their users with the suddenness to stay at home. We have four ways that we’ve seen you can quickly help your patrons.
Reduce restrictions on content
Many libraries have policies in place that restrict a user from accessing digital content if they have outstanding fines and fees. Since users can’t get to the library many libraries have waived fines and fees to ensure people can get access to digital content while under quarantine.
This is a feature that allows users to access 100,000 eBooks and Audiobooks, this is a collection that if purchased, would cost well over two million dollars. By enabling the PPU you can offer a wide variety of content that would otherwise be unaffordable. You will only pay when a user borrows a book and you can set limits on the spending to ensure you stay in budget.
Increase holds limits
With an increase in the usage many people can’t get the book they are looking for at the moment, by allowing users to place more holds they can at least get their place in line.
Auto-cart for holds management
Use the auto-cart features to help manage which books are on hold to add additional copies. This will send a cart of content for you to review when holds limited are exceeded.
Communicating vital updates to library users with in-app notifications
And just in case you’re not utilising it, there’s no time better than the present to communicate with users through the Library Messages functionality. Checking in on your readers and sharing new shelves or content over the coming weeks would be a welcome alternative to the daily news patrons are bombarded with.
To help flatten the curve, most of our cloudLibrary team is working from home to slow down the spread of COVID-19, but we are all available virtually and committed to helping our library partners through this difficult time. The cloudLibrary operations team is working overtime to ensure we can meet the surge in digital demand. Please reach out to your account manager with any questions you may have about what else you can do to help people during this most unusual event.
Stay safe, smart, and healthy!