Information Scotland The Journal of the Chartered Institute of Library and Information Professionals in Scotland ISSN 1743-5471 Issue contents | Journal contents | About the online edition of the journal April 2005 Volume 3 (2)

Social inclusion

Bridging the missing link in North Ayrshire Libraries

Susan Hall reports on how North Ayrshire meets the needs of users with ICT.

In January 2002, North Ayrshire Libraries implemented their Gates Foundation funding in the form of the Missing Link project. The project aimed to increase the use of the People’s Network and to ensure that all citizens in North Ayrshire could benefit from the opportunities emerging from the impact of ICT. Although funding for the project ended in January 2004, the significant progress achieved has ensured that many of the developments are continuing and incorporated into the Library and Information Service plan. This success is demonstrated by the uptake of ICT learning provision within libraries.

The project was equipped with seven laptop computers and a range of lifestyle software, such as driving theory and virtual makeover, to provide an outreach service. The service provided ICT taster sessions at community events that would encourage non-participants to make use of their library service. This was achieved by identifying the needs of individuals by providing an informal approach to the benefits of ICT. The project provided services to all sections of the community, from youth clubs to opportunities in retirement groups, and successfully contributed to community learning.

The E-government agenda accords digital and physical accessibility with equal importance. Our own research with individuals suggested a variety of reasons for non-participation, such as a lack of awareness, inability to access services and fear of ICT. This has informed the library service of the requirements necessary to promote inclusion in all service provision for the future.

Evaluation of the project has identified the need for:

• The provision of informal and relevant ICT learning opportunities, supported through the highly successful computer buddies scheme, which provides one-to-one tuition by volunteers.
• The development of training materials to support library users, volunteers and library staff.
• The development of online resources on the Library and Information Service website. www.ers.north-ayrshire.gov.uk
• The improvement of physical accessibility e.g. lowered counters and induction loops in all 17 libraries.
• The provision a number of hardware and software alternatives such as trackballs, large keyboards, screen reader software and a guide to using accessibility features in Windows to improve accessibility of electronic resources.

All provision is under constant review to ensure that the needs of service users are met.

These developments have raised the profile of the Library Service highlighting its contribution to North Ayrshire Council’s Community Plan, and its community learning priorities.

Effective partnerships which include social services and health professionals have provided an excellent opportunity for consultation and referral specifically in relation to providing accessible services to all members of the community; consultation with the community ensures that services continue to be developed in response to need.

The Gates project presented an opportunity to the library service to address the Government agenda for digital inclusion by developing basic IT and accessibility elements into service provision. Working in partnership with other departments, agencies and individuals is a key element to the delivery of services, which has enabled the library service to remain an important focus at the heart of communities.

Information Scotland Vol. 3 (2) April 2005

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