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Privacy (see also Handling legal issues)
Privacy appears to be under threat. Currently the server logs of computer use in libraries will show only the use to which a particular PC was put and provide no means of conclusively identifying who was using them at any given time. The coming age of personalised and customised PCs and the possible use of agents will end the relative anonymity of library users and pose an ethical dilemma to librarians.

Libraries put people in touch with information they are looking for. Hence the record of a person’s activities in a library can reveal many things about that person, for example their political and religious beliefs, aspirations, values, medical condition, personal preoccupations and so on – things which most people would rather were not made public, even if they are quite innocent. The idea that the record of their activities in a library could be perused by a third party could deter people from using a library.

When people identify themselves to an electronic information system they have made it easy for their activities to be monitored in a way which is impossible for them to deny. Library policy must allow people to opt out of some of the electronic systems which track usage and must give them the guarantee that data of this kind will remain private and never divulged. (see the following example of a library policy on this matter).

Biometric authentication systems such as fingerprinting have advantages such as the elimination of the problem of lost tickets. However people must individually agree to such a system and alternatives made available for those who do not wish to take part.

The EU Data Protection Directive (EU Directive 95/46/EC) requires all web sites making use of user profiling to declare explicitly to the user what they will use the data for.

Interactive Fora
A number of public libraries now offer interactive fora to their users to enable them to review or discuss books, films, music etc., The sites may recommend books to readers which are similar to those listed and it can be a good way for the library to communicate with its users especially special groups of users and keep them up to date with events in the library, recent acquisitions etc. (See Links for examples) It is possible for this kind of site to be customised so that readers can elect to be notified of recent acquisitions of the library and reserve them using the automated catalogue.

The ‘Virtual Reference Library’
The use of reference libraries appears to be declining, possibly because of the growing use of the Internet. However, many people require guidance and advice to get the best out of the Internet. To serve their communities, libraries and other service organisations may offer their users two different types of service:

• E-mail and phone based services which connect with the library’s website and collection of Internet links, computerised catalogue etc. Systems of this kind are often connected with an enquiry management system, which records details of enquiries and enquirers. Essex Libraries AnswersDirect service is an example of this type of service.

• An e-mail enquiry service making use of “chat” or live-interaction software, enabling the user to communicate with a librarian directly. Libraries in the USA are experimenting with live interaction software.
  Gateshead Libraries' ASAP Live is an example. Thisv type of service is ideally suited to explaining to people about the use of digital resources such as on-line databases and websites which can be explored together and transferred directly to the user without having to be described in words. Enquiries can be transferred live, while the user is still on-line, to another library which has similar software. Libraries without professional staff could be linked to a central reference library by this means. There are some commercially produced examples of this software are to be found at 247 and Virtualreference.

Agent Technology
The term “agent” has no clear or settled definition at the moment but it seems to be most often used to refer to a program or robot that gathers information or performs some other service without the immediate presence of the user. By means of algorithms, an agent learns about its user’s habits and preferences over time and becomes more useful the more it is used. Agent technology offers libraries some interesting possibilities for the future. An obvious application for an agent is the common task of Internet searching. An agent compares favourably with a search engine. It could for example:

• Not confine its search to the World Wide Web.

• Use controlled vocabulary to search the www more intelligently.

• Remember where it has searched successfully in the past. It can update its own knowledge and find particular documents even if they move.

• Search the Internet continuously and automatically, during times when it is quiet.

• Tell users about new information which they might be interested in. It could have a memory of the uses to which the user has put its previous findings.

Citizen Interaction and e-Government (see also citizen participation).
There is a clear trend toward public library participation in e-government agendas. For example. For example, Bremen public library is taking part in a German federally funded project involving the Bremen State administration - BOS (Bremen Online-Services). The aim of the project is secure interaction between citizen and administration in addition to secure related transactions. To date, the public library has acted as an access point for the service as well as a distribution point for the security chip-cards need for the transactions. In future the library will also offer its core services also through this gateway and will work with electronic cash.

Lifelong learning (see also guideline on Lifelong Learning)
The use of personalisation systems in university libraries has shown that they can be of great use to learners by selecting and filtering information and tailoring it to their course requirements. However, systems must be chosen that do not narrow people's access to information; they must still be exposed to new ideas.

Implications for staff roles and training
The change from "product push" to "user pull" will impact on the role of staff, and the implications for staff training will need to be addressed. Their role will be transformed from simply providing access to managing multiple channels of access and fostering co-creation of content. Librarians are already user-focused, but will need to be more so in order to cater for the needs of individuals or groups. There will also be a need for more technical skills.

FUTURE AGENDA

The use of smartcards can be expected to become more commonplace as the price of the technology falls and the public become more familiar with it. They will become the standard way of gaining access to local authority and other services and have many uses in customising digital services in libraries. Portals, intelligent agents and filtered Internet environments can all be activated by the use of smartcards and they can be used in user-authentication much more effectively than the existing password based systems.

It is possible likely that citizens in the future will be able, or even required, to possess a single smartcard which will identify and authenticate them to all central and local government organisations. Smartcards may well become the normal way of paying even quite small debts to local authorities and their agencies and it is even possible that this method of payment may become the preferred way because it may reduce costs. Cash does not have to be handled, counted or banked, bank charges may be smaller, mistakes will be fewer etc.

Use of biometric methods of user authentication may become normal in the public services generally including libraries, especially if libraries are to become a kind of gateway used by the public to contact electronic services of central or local government.

Future systems of authentication may have several layers; e.g. a person may be entitled to remove items from the library but not entitled to use a portal or personalised OPAC. Or they may not be allowed to use a fee-based service such as an on-line database.

There are many other potential uses and applications of agent technology in libraries. The development of agent technology is progressing rapidly and different types are being integrated to create highly sophisticated robots which will perform several complex tasks simultaneously and relieve the user of much routine work. For more information, see this overview of the technology and its possible applications. For a discussion of the issues to be considered in setting up a personalisation system see "The personalization challenge in public libraries: perspectives and prospects" by Christopher Chia and June Garcia (http://stiftung.bertelsmann.de/documents/Personalisation_engl.pdf )

The challenge for public libraries is to develop personalisation systems which users can access form anywhere at any time containing their own unique identity, operating environment, and content and services customised to their needs. This will give libraries a competitive edge and retain loyal users.

LINKS

Canada
Toronto Public Library - Career Bookmarks
A gateway to job and career related information, organised according to career planning and job search processes. Users are encouraged to develop their own 'filebox' or customized list of resources."
http://careerbookmarks.tpl.toronto.on.ca/

Denmark
Aarhus Library
Has a notifier system that allows the user to pick out areas of interest and subsequently to receive weekly emails pointing out new books etc. within his area of interest.
http://www.aakb.dk/

Finland
Ask A Librarian - The Online Reference Enquiry Service of Finnish Public Libraries The reference questions sent to this service are answered in Finland and usually focused on Finnish library material and web-pages. Users from abroad are welcome to send in questions concerning Finland. The library catalogues have details of the books and other items available in public libraries. http://www.publiclibraries.fi/tietopalvelu/index.asp

Netherlands
ADIC (Current Information and Documentation Centre)
is an information service for business and (government) institutes. It started in 1988 as an initiative of the Public Library in Apeldoorn of which it is still part. ADIC's customers are as diverse as small business firms, municipalities, industry, educational institutes, health organisations, legal professionals, journalists, PR-bureaus and accountancy. The service ADIC offers is tailor-made: information, advice or temporary staff. In the past decade ADIC has improved its specialised staff and broad reference collection. Customers can use ADIC to replace their (often too small business) library or in addition to their own library.
Customers pay an annual fee, and an additional sum per order or query.
http://www.adic.nl/

New Zealand
Wellington City Library
MyLibrary
allows users to select only those areas of the collection or services that they are interested in, and then view pages of new items or subject information based only on their selection.
http://www.wcl.govt.nz/mylibrary/index.html

Norway
Trondheim Public Library
Offers a new sevice called "My library" as the first library in Norway. In this service the users can from their home/work computer access the library and carry out various operations. http://www.trondheim.folkebibl.no/

Singapore
National Library Board
e-LibraryHub
Users can access a huge digital library and can build a personal library based on their own interests. Relevant information is presented when the user logs on.
http://www.elibraryhub.com/
An article on this forward-looking development in a public library service can be found at http://www.vala.org.au/vala2002/2002pdf/32Chia.pdf

Spain
Germán Sánchez Ruipérez Foundation
The FGSR libraries publish newsletters and news alerts with information about their activities, meetings, lectures, as well as current-awareness bulletins, through its web page and via e-mail.
http://www.fundaciongsr.es/servicios/

Developing e-services for public libraries: Interaction with the users
Providing interactive services through the Internet, and allows the user to consult, reserve and renew books online. The application forms to be found in the library web page, allow the following operations to be carried out online: requests of interlibrary loans, requests of membership cards, suggestions for book purchases, booking and reservation of equipment and library facilities, group visits, suggestions for the improvement of services, etc. Good examples are the home pages of Sevilla State Public Library, Huelva State Public Library, Biblioteca Koldo Michelena and State Public Library at Valladolid

Administració Oberta de Catalunya
The aim of this programme is to bring Catalan local authorities closer to their citizens and to local businesses. The State Public Libraries of Girona, Tarragona and Lleida will be taking part in the project. Citizens will be offered a smartcard called Service Card, which will be used to request services electronically.
http://www.puntcat.net/

United Kingdom
Examples of interactive fora:
Ask Chris of Essex County Council
http://askchris.essexcc.gov.uk/welcome.asp

Leicester University Library
The MyLibrary interface is a user-centred, customisable interface to Library collections of information resources. The interface allows the user to see a customised view of resources from where ever they log in. This site also includes links to a number of mylibrary sites in the USA and elsewhere, and to articles on the subject.
http://www.le.ac.uk/li/distance/eliteproject/elib/mylibrary.html

Open University
My Open Library
The underlying aim of this project will be to deliver a personalised digital library environment that will support the teaching and learning needs of students of the Open University, most of whom are distance learners. Users will be able to access their own course-related resources without having to navigate through multiple interfaces and information sources.
http://library.open.ac.uk/aboutus/myolib/introduction.htm

whichbook.net (formerly Book Forager)
Helps readers to find books based on making selections from a menu of characteristics. 20 million different permutations are possible.
http://www.whichbook.net/index.jsp

USA
California Polytechnic State University, Robert E. Kennedy Library
Users can customize the types of information resources they would like to appear on their Library web page and change the contents of this page as often as they like. In addition to the standard database resources there are a number of automatic alerting services which can be added to their page to keep them up to date in specific subject areas.
http://discover.lib.calpoly.edu/mylib/

University of Washington
My Gateway
http://www.lib.washington.edu/

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