LIBRARY FUTURES: STRIKING THE BALANCE.

Electronic information sources are rapidly altering people's perceptions and expectations of their libraries, and they stand on the cusp of great change. The challenge is finding an equilibrium between the traditional informational mediums and electronic resources. In 1998 the Australian Capital Territory Library Service took a step in exploring this balance, with a trial of a technologically focused and well staffed Library of the Future. This operated in a shopfront in the commercial and retail centre of Canberra for six days during Library Week. It was effective in presenting the concept to staff and to the public, and highlighted the environmental deficiencies of others branches and services

Many judged the Library of the Future (Lotf), run by the ACT Library Service (Actls) in 1998, a success. The majority of staff involved in its development and operation, as well as those who visited the library, agreed the venture was a positive experience. The comments received from the public indicated they enjoyed the experience and found their contact with it rewarding.

The aim of this article is to analyse this success and to consider the implications of the Library of the Future for the Actls. This analysis is based on comments from those involved in, or who had contact with, the library. These comments come from diverse groups including the general public, Actls staff and management, politicians and senior management from the ACT Public Service.

This first hand evidence will

* indicate why the Lotf was a success

* highlight the aspirations the public has for its library service

* suggest possible futures and challenges for the ACT Library Service

The Library of the Future

The library operated from 4 to 9 May in Garema Place in the commercial and retail centre of Canberra. It was established to coincide with Library Week and to present to the community one possible form of a library of the future. The library was open from 9am to 6pm from Monday to Saturday. Overall, 125-135 people visited the library every day with total attendance for the week being about 800.

The Actls, a business unit of the Department of Urban Services, set up the library with other business units in Urban Services, especially the purchaser of information services and local business providing support for the project. The budget for set up and operation for the week was $10,000. Instant Office Furniture provided furniture including desks, chairs etc; Interact provided internet services; and the Canberra Coffee Centre provided a small cafe within the library with beverages, and outside seating.

Promotion

The event was widely promoted in schools, library branches, ACT government shop fronts, local and community newspapers and local radio stations. Promotional material, including posters and post cards advertising the event, were distributed in library branches, ACT government shopfronts, local primary schools, high schools and colleges. Cafes around Garema Place also displayed and distributed the promotional post cards.

Local radio conducted two interviews. One was with Beverley Forner, Director of Information Planning and Services and one with Mary Turner, Manager Actls North Region. Articles in the Canberra times, The Chronicle, Canberra city news and The valley view further promoted the event. These local papers have a combined Canberra wide distribution. The event also received additional publicity through an article in Saturday's Canberra times.

Securing further promotion for the library, the minister's office sent out a media release inviting the media to the launch by the minister on Monday 4 May 1998. As a result the library's opening was reported on local television news.

The Actls homepage also promoted the library with a calendar of events and a feedback feature. Members of the public were able to send Mary Turner their views and suggestions on what libraries in the 21st century should be like.

What the organisers wanted to achieve

When developing the library the organisers did not have a preconceived idea of what they wished to achieve. They believed that the Lotf could play many roles and bring benefits in numerous areas. The project was a celebration of Library Week as well as an excellent opportunity for the library service to raise its profile and showcase and promote itself, and its services, within the community. It also allowed the testing of ideas for a Library of the Future by presenting the possibilities and relevance to the community of various services. These included a new balance between traditional services and visual media and electronic information channels. The temporary branch was also useful for gathering customer input on the future of the Actls. It tested, too, issues of importance to the service, such as location and the benefits of partnerships in presenting programs and events.

The organisers saw the Lotf as an internal education and change management tool for library staff facing many changes in the future. It assisted in boosting the morale of staff while challenging them to work as a team towards a holistic goal. Additional to this, the Lotf assisted in raising the profile of the Actls within the Urban-Services Department, the ACT government, the Office of the Minister for Urban Services and the library profession as a whole.

What the users thought

Interviewing people who visited the library, and comments left on the dreams board, provided the views of users. All comments used in developing this analysis are in appendix one (comments from the dream wall) and appendix two (interview comments).

Resources

Computers

Many of the comments from those who visited the library focused on the provision of numerous computer terminals with internet access, email facilities and cdroms. The fact that the library supplied the email and internet facilities free of charge surprised almost all visitors to the library. Those who commented on the facilities were unaware and surprised that all of the Actls branches have free internet and email access. Numerous places, such as internet cafes, charge patrons for email and internet use. Being able to walk in off the street, sit down and help oneself to these services delighted users.

Visitors were also surprised about, and felt comfortable enjoying, recreational pursuits on the computers. Additional to internet facilities, numerous cdroms were available for the public to use. Visitors did not feel as though they were abusing the facilities when they were playing computer games or exploring the internet for entertainment and/or recreation. This goes against the traditional study/research image of libraries. However, the Lotf could be considered as being consistent with the historical role of libraries in relation to recreational/cultural aspirations in that it provided access to computers and internet for the digitally homeless--another traditional role for libraries.

Users also made comments on the computers being used and presented as a new way to access information. These comments came especially from those who had not had much intemet exposure, and found the system convenient, fast and rewarding in their searches. Comments referring to the amount of up to date information available through the internet were also common. Information on search engines and sites related to various topics proved to be popular.

Once exposed to the internet, many people found that they could satisfy numerous curiosities and information needs quickly and with relative ease. Numerous users indicated their interest and desire to learn more about the internet and other computer applications.

Most of the visitors to the library utilised the computers for

* checking and sending email messages

* internet access

* exploring the various cdroms available

Many people found it convenient to quickly pop in, look up their email address, check and respond to their messages and then leave. Many people, after spending time on the computers, approached the desk at the front of the library asking how much they had to pay. The majority were surprised when told that service was free.

Books

User comments also focused on the provision of books within the library `Don't get rid of books'; `Computers can never replace books' and `Great to see books as well--thanks'. These comments indicate the affection people have for printed material. Despite these comments, however, most activities focused on the computer terminals. This could be due to many reasons including the location of the books, that most visitors were not regular library users and the books did not interest them. Many visitors who were regular library users also did not realise that they could borrow books from the temporary branch.

Environment

Casual interviews with visitors to the library illustrated that it was the environment which was the most striking element. This surprised and pleased both regular library users and those who did not frequently visit a library. Many comments drew comparisons between `current style libraries' and the different approach of the Lotf: `it's informal', `more contemporary', `more relaxing--it's not traditional' and `the atmosphere is different--it's not regimented'. Most users interviewed indicated that they felt more comfortable in the Lotf than in other libraries. They were able to make noise and did not feel as though they were intruding into a regimented and controlled space.

Users also identified the music, which played continuously, as having added to the feel of the branch. Not being a quiet environment meant that visitors could freely ask questions and not have to tip toe around.

Most visitors, when entering the library, received a smiling welcome from a staff member. This smile and welcome put users at ease as they entered, and encouraged them to interact with the staff. The greeting at the door also contributed significantly to the feel of the environment inside the library. Visitors did not feel as though they were intruding into a closed space that was welcoming to regular library users only. Comments such as `more welcoming than regular libraries', `makes all groups feel welcome' and `everyone got an individual welcome', indicated the importance of first impressions.

Location

The high patronage of the library showed that visibility and location are all important. This is especially the case when attracting nonlibrary user groups. The location of the library in a high traffic area, near a major pedestrian connector between car parks and the Civic retail area, ensured that it was highly visible. This location contributed to the high visitor rate and indeed attracted many who had never, or had rarely, used the Actls's facilities. One comment in particular highlights the importance of location and visibility to make people aware of Actls branches `keep libraries as places for the whole community and have a permanent library in Civic'.

The library was not only visible and prominent due to its location, however. Comments such as `good signs--was visible' also indicated that visitors to the library found it easy to locate due to the signage. The prominent signage was also particularly effective in advertising the library to people passing by, and to nonusers.

Staffing levels

There were at least four Actls staff rostered on at any one time. This figure included at least one member of the systems team who was familiar with the computers and their applications. The staffing level ensured that there were adequate staff at all times. Visitors recognised and appreciated the high level of staffing 'staff are here to help' and `There was a lot of staff--were able to give one on one assistance'. All of these comments indicated that visitors appreciated the high level of staffing and the level of service and assistance it permitted.

Being a library with a focus on computers and their applications demanded high staffing levels, both to aid people utilising these information, recreation and education resources and ensure their smooth operation. One comment in particular highlighted the benefits that come from staff being able to aid users and dedicate the necessary time to the needs of individuals `For two people approaching 60 thank you for being so kind--you have opened a new world. We were terrified of starting before.'

What the staff thought

Resources

Books

Library staff believe that books and other forms of printed material will remain the main focus of libraries. The activities of the public within the Lotf, however, would suggest this may not be the case. Many visitors to libraries have an affection for books and any suggestion that books will become obsolete invites harsh criticism. Although the Lotf provided books, the focus remained on the computers and their informational and recreational applications. Staff, and users, generally agreed that the provision of books was important and further reinforced that books will remain the primary focus of the library service.

Comments from staff also highlighted the condition of the books as being an important factor. `The books aren't dog eared, torn or scratched' indicated how the books in the Lotf compared to those currently in the libraries. All of the books, and for that matter the videos, music cds and cdroms within the Lotf were new. They had been mostly processed only weeks before and it was their first public exposure. Some staff believed that the quantity of books available fell short of the expectations of both themselves and the borrowers. With limited space only a small selection of books could be displayed and some staff felt that the manner of presentation was dull and uninviting. This contrasted with the modern and accessible presentation style afforded to the other resources. Some comments suggested that displays found in bookstores, where the covers are facing out, would have been more effective.

Perhaps the most telling observation staff made on the books regarded their usage. For the whole week of operation the books displayed received little patronage from visitors. Staff believed this low book patronage was due to the fact that many of the visitors were not library members and were unaware that the books were for loan. Visitors focused most of their interest on the computers anyway! Many staff also felt that the library did not display the books in a fashion that integrated them with the computer terminals. The computers stole the limelight and were the most visible resource within the library.

Computers

Staff, in the main, believed the computers were a success and one of the main reasons for the success of the library. Of all the resources that were presented it was the computers and their applications, such as email and internet, which dominated the activities over the week--`they seemed interested in one thing only'. Most of the questions asked of staff concerned email and the internet. Staff, in their comments, recognised that the computers and their applications provided a great learning experience for many of the library's visitors. Many visitors commented, with pleasure and surprise, on the levels of service supplied by the staff. First time users of the internet and email facilities were especially grateful for the help provided. Staff identified assistance with the computers as one area in which the library excelled.

Environment

`The environment distanced itself from the `old' libraries of tattered books, old shelving, furniture etc. This comment summed up staff perceptions of the Lotf's environment. It was very different from the environment of current Actls branches. Comments on the inviting entrance to the library were also prevalent among staff. The entrance to the library was open and resembled any of the other surrounding store entrances. The library was easy to walk into and accommodated nonlibrary users who would not have felt as comfortable walking into a current branch. Additional to comments on the condition of the books, there were remarks regarding the furniture and internal layout of the library. All of the furniture, the computer desks, chairs and tables, was new. Being supplied by a local business, the furniture was modern, fresh and matching. This helped create an environment that was neat, modern, functional and stylish. The staff particularly appreciated the quality of the interior furnishing and finish.

The enthusiasm of the staff was also identified as a contributing factor, not only to the library's success, but also to the creation of a unique library atmosphere. Being staffed by volunteers from within the library service, and the high levels of staff enthusiasm ensured, that `everyone who was there, wanted to be there'. The excitement of a new location and a change from the everyday would have also contributed to the atmosphere, excitement and enthusiasm within the library.

The main criticism from staff referred to its size, the internal layout being too small, of an inconvenient shape and difficult to operate within. All of the computer terminals were on desks in the centre of the room with at least one chair for each terminal. Once visitors and staff moved chairs and people crowded around the computers, it was difficult for both staff and visitors to move around.

Location

Comments within the post event debriefing indicated the importance of `location, location, location'. All staff agreed that an open entrance in a public spot contributed to the library's success. Some staff, however, believed that a more public location such as a shopping centre might have been more effective, with a higher traffic flow and more chance of promotion to those passing by.

What the management thought

Resources

Books

Comments from various managers highlighted the importance, and the appropriateness, of having books within the Lotf. Many of the libraries' current users are fond of, and loyal to, books. Managers recognise that to date there is no suitable alternative. Although people can satisfy their information and entertainment needs electronically these are insignificant compared to the resources available in print. Various managers have recognised books as being integral to libraries and their provision, a vital part of the Actls's business. By books being presented in the Lotf the service assured current users, and perhaps potential users, that books will be available at branches well into the next millennium.

Computers

The IT applications presented within the library were effective in demonstrating to the nonuser the relevance of the library service to their lives. The Actls showed that it has much more than books and provides many services that the community can utilise to its benefit. The high number of computers allowed the service to demonstrate that their applications can be of relevance, of use and of interest to many groups in the community. Some of these groups previously would not have had an interest in libraries at all. The provision of many computers also aided in presenting various audio and visual mediums. This further enriched and widened the information and entertainment base of the library and allowed all of the mediums to be presented in a holistic manner.

Environment

Management has identified the environment as a main contributor to the library's success. It impacted upon the experiences of those who worked in and visited it, and assisted in dispelling myths about what constitutes a library. It also highlighted the fact that a library is not necessarily a physical place with a certain kind of layout and set format of operation and content. The Actls showed management it was able, within the Lotf environment, to bring out and detach libraries from their typical content and physical environment and try something new. It allowed the service not only to demonstrate some possibilities but also allowed the evaluation of these possibilities. Managers charting the Actls's future course found these evaluations and the lessons learned from staging the Lotf particularly valuable.

Location

Management also identified the location as being an enormous contributor to its success. Not only did it ensure good exposure, it had an impact on the environment within the library itself. Being in a high traffic area in a location not normally associated with Actls branches, the library's location tended to invite nonusers into it It was also more visible than other branches and, as a result, was readily accessible to passers by. This raises the question as to whether the library would have been as successful if run within a comer of a current Actls branch.

The location was thus useful in testing the location for libraries. If the Actls is to treat the libraries as a business its public face must be visible to ensure the service's continued success. Libraries placed in inappropriate locations with poor public visibility will continue to make the job of library promotion a challenge, and will continue to retard the Actls from realising its full potential.

Analysis

The library varied in many ways from current branches. Attention has been drawn to the areas in which it was successful. Many of the comments focused on the computers, their various applications such as email and the internet, the music cds, the cdroms and the books and videos available. All of these resources and services, however, are available in all branches. So why was the Lotf so different from what already exists? A comment from a member of staff indicates why `... it offered just the same thing as we all offer, it was just packaged differently'.

The library varied greatly from traditional Actls branches in the way it presented itself, both externally and internally, and how it operated internally. From the outside it did not appear to be a library. To someone wandering by, a glance through the windows would have suggested the site was an intemet cafe, a computer store or even some sort of modern drop in centre. The only initial indication that site was a library came from a sign hung outside above the sidewalk stating `Library of the Future'. Despite the sign visitors still asked staff `What is this?', `What's going on in here?' With only a sign and a few books in the front windows the Lotf did not resemble any current Actls branch. Externally, it presented more like a retail store. Once inside the visitor found that the branch was also unlike any other operated by the Actls.

The first time visitor to an Actls branch can find the experience daunting. Entrances to all the branches have security gates located adjacent to service desks. Visitors face row upon row of books, broken only by chairs, tables and the occasional computer terminal. Short of browsing all the shelves the only way to secure a particular title is to utilise the computers and the BookPlus opac. Vague searches often result in numerous titles being listed while a precise search give a shelf location number which can be of little use to the unfamiliar user. For those not familiar with the operation of computers, computer searching tools, cataloguing systems or shelving systems the challenge can be too much. Staff are often busy and a lack of familiarity with the library environment and how it operates can make the first time visitor unsure of even what questions to ask.

As mentioned, most visitors to the library were greeted at the door and welcomed in. Staff provided an explanation of the library and invited visitors to look around and use the services and resources provided. If they looked uncertain, or expressed a lack of familiarity with computers, staff provided assistance. All of these actions by staff stated up front to the visitor that they were welcome and encouraged, and allowed, to enjoy themselves. The numerous young people (under 20s) who came in and enjoyed using the computers, listening to music and exploring the cdroms testify to the welcoming and relaxed atmosphere.

Implications for Actls staff and customer service

The library highlighted many of the issues that currently face the Actls. It explored issues such as customer service, the provision of various resources and the style in which the library's present and deliver their services. As an environment very different from the one staff normally operate in, it allowed them to step out of their usual roles and experiment with other forms and styles of service. The higher staff levels also allowed the staff to explore and experiment with more interactive, complete and satisfying, for both users and the staff, forms of service. Despite being time consuming, customers value this form of service highly. At present staff find it difficult to find the time to provide these levels of service. Many other tasks drain on their time. These include the general day to day operations of the libraries and the unexpected projects and works that present themselves. Staff and management of the Actls will have to explore how service levels can be raised bearing in mind the various constraints on time and resources.

The library also emphasised the challenge of balancing services and forms of material. Highlighted in the comments from the public, staff and management was the fact that printed materials will continue for some time to be the main focus of the library's business. One of the challenges will be providing to the public the right blend of materials and achieving a balance that does not disadvantage any user group.

Why the Library of the Future is important to the ACT Library Service

The library was not only important and a success in terms of being a promotional tool for the Actls. It certainly encouraged feedback and increased interaction with the community, a large section of which had not had contact with the service before. The Lotf also served a valuable role as an internal event. It encouraged discussion, debate and thought among staff. Being the biggest promotion and event seen for several years it has given many in the service food for thought and has stimulated interest and discussion. As an internal educational tool the library presented to staff many possibilities for the future. It is easy for staff to become caught up in the daily operation and events within a `standard' library. The Lotf placed the staff in a totally different environment--an environment in many ways foreign to the staff's usual library environment. This educated staff on some of the inadequacies in branches and served as a precursor to the changes the service must make.

The library was important to the Actls in that it raised trust by senior management in staff. Staff managers have observed a notable increase in trust and see that the Lotf has fed into this increase. Staff saw senior management within Urban Services as giving support in developing this project and this has assisted in breaking down `us and them' relationships. The project demanded closer associations between senior management and library staff and this has set foundations for the continued development of relations.

The library also brought the service out of the library environment and increased its interaction with other areas of Urban Services. The public relations and publications sections of Urban Services all assisted in its development. The Actls must continue to interact closely with these and other groups to ensure that future ventures have the highest possible chance of success.

Highlighted, too, were the areas in which skills and expertise need development. The Actls had limited experience and corporate knowledge in the areas of project management, event management, presentation skills and concept and event development. Debriefings allowed the service to consider any areas of deficiency or inefficiency and make plans to address them. Additional to this, the library demonstrated the value of networking and the benefits that relations with other groups, both internal and external, can bear. If the Actls is to progress as an organisation it must initiate and maintain contacts that will aid in achieving its strategic and business goals. Contacts with internal groups (sections of Urban Services) and external groups (local businesses, service providers and regional libraries) will allow the service to develop grander plans and achieve grander results.

Conclusion

The ACT Library Service is in transition. The Library of the Future highlighted for all staff that future challenges are numerous, far reaching and will alter the current service in many ways.

The idea of a Loft needs to be trialed not just with passers by, but also with regular library users. Most visitors were not regular library users so the Loft was effective in determining what some users wanted but was not as effective in determining what the regular library user wants. Various groups such as the `Friends of the Actls' did visit the library. Groups such as these, however, may have varying perceptions of the role and services that libraries should provide.

The library was effective in presenting to staff and the public a concept. It is difficult for people to grasp a concept when it is foreign to them and the Loft allowed people to experience a possibility in a very real way. Management has described the library as `action research'. Explanations and theories can only achieve so much. Allowing people to enter a new space and experiment within that space aids in achieving change while encouraging debate and discussion. No longer is the library of the future a vague concept. People now have memories and experiences within such a library and they, as a result, are better able to consider, discuss and draw opinions on future possibilities and changes.

The service will need to consider the many issues highlighted by the library, as it plans precursor to the changes the service must make.

The library was important to the Actls in that it raised trust by senior management in staff. Staff managers have observed a notable increase in trust and see that the Loft has fed into this increase. Staff saw senior management within Urban Services as giving support in developing this project and this has assisted in breaking down `us and them' relationships. The project demanded closer associations between senior management and library staff and this has set foundations for the continued development of relations.

The library also brought the service out of the library environment and increased its interaction with other areas of Urban Services. The public relations and publications sections of Urban Services all assisted in its development. The Actls must continue to interact closely with these and other groups to ensure that future ventures have the highest possible chance of success.

Highlighted, too, were the areas in which skills and expertise need development. The Actls had limited experience and corporate knowledge in the areas of project management, event management, presentation skills and concept and event development. Debriefings allowed the service to consider any areas of deficiency or inefficiency and make plans to address them. Additional to this, the library demonstrated the value of networking and the benefits that relations with other groups, both internal and external, can bear. If the Actls is to progress as an organisation it must initiate and maintain contacts that will aid in achieving its strategic and business goals. Contacts with internal groups (sections of Urban Services) and external groups (local businesses, service providers and regional libraries) will allow the service to develop grander plans and achieve grander results.

Conclusion

The ACT Library Service is in transition. The Library of the Future highlighted for all staff that future challenges are numerous, far reaching and will alter the current service in many ways.

The idea of a Loft needs to be trialed not just with passers by, but also with regular library users. Most visitors were not regular library users so the Loft was effective in determining what some users wanted but was not as effective in determining what the regular library user wants. Various groups such as the `Friends of the Actls' did visit the library. Groups such as these, however, may have varying perceptions of the role and services that libraries should provide.

The library was effective in presenting to staff and the public a concept. It is difficult for people to grasp a concept when it is foreign to them and the Loft allowed people to experience a possibility in a very real way. Management has described the library as `action research'. Explanations and theories can only achieve so much. Allowing people to enter a new space and experiment within that space aids in achieving change while encouraging debate and discussion. No longer is the library of the future a vague concept. People now have memories and experiences within such a library and they, as a result, are better able to consider, discuss and draw opinions on future possibilities and changes.

The service will need to consider the many issues highlighted by the library, as it plans its future. Among these issues is customer service. Numerous user comments indicated the appreciation of the service levels. Satisfying customer demands for high quality service will be one of the main challenges for the service.

A wider user base will have to be considered and responded to in the future. If the service wishes to develop, strengthen and broaden the services it provides it must take heed of, appreciate and address the requirements of a broad range of current and potential users. For many, the current branches do not present and provide their services in ways that are convenient. Innovative, user friendly service provision will allow the service to further develop its business. Increasing the focus upon users and responding to their changing needs will be the main challenge. Additional to this challenge, however, will be the ongoing meshing and balancing of the traditional and the technological. The ACT Library Service must be able to monitor the needs of the community and allow this to determine the balance.

* When libraries become `electronic' will ACT government

a) provide computers to those who cannot afford their own?

b) provide training in their use?

c) continue to provide a full range of books for the use of those don't want to mess about with machinery?

d) continue to employ staff for those people who want

e) human contact, not machines?

* Make libraries more electronic and dialup catalogues from home

* Keep libraries as places for the whole community and have a permanent library in Civic

* Keep employing fabulous library staff

* Share school library resources while they close down!

* The concept is good. Wish it was going to stay. The Civic Library is very traditional, not welcoming at all

* Shelf check from other libraries should be fast

* Opening times should be more flexible, opening late

* Merge functions of libraries in schools and education places and public libraries

* Link the computers together, enabling multiplayer games 

* This is like business. Good

* Help local communities to use internet facilities and libraries for our meetings

* Make them more comfortable for young ones

* Online data bases. Full text ones

* Reorganise libraries to link with shop fronts for government

* Get Actew to broaden its approach to optic fibre and broad band library links

* For two people approaching 60, thank you for being so kind. You have opened a new world. We were terrified of starting before

* I hope computer software will be available for loan in the near future

* Get a review of the reducing capacity of Commonwealth Dept libraries in the ACT and make a better joint library plan

Appendix two Visitor interview responses

... it's informal

... you can make noise and no one minds

... no time limits on the computer

... can do what you want on the computer - doesn't have to study/research

... good cdroms

... new and different

... different medium (the computers) which gives you access to a global environment

... coffee is good

... would like to learn more about computers/internet (learn more than email) -- staff are here to help

... more contemporary

... more relaxed -- would use it more

... free is good

... free is great

... at other place you have to pay for internet access -- here it is free

... convenient to quickly come in.

... atmosphere is different its not regimented

... longer opening hours are more convenient -- hours after work

... young people especially commented on the different environment

... more welcoming than regular libraries

... there was a lot of staff -- were able to give one on one assistance

... promoted many library services some of which people were unaware of -- library needs to promote itself more to the public to increase their knowledge of the services available

... more promotion through government notices -- give people positive mail not just overdue return reminders

... need to be more flexible -- allow space for people to socialise and lounge about. Like a pub

... more relaxing not traditional

... was music - wasn't a `be quiet' environment

... not an academic area -- not a study area

... should be able to make noise -- libraries are social community spaces

... makes all groups feel comfortable economic, social, age etc -- makes them feel welcome and that help them to get to known the systems used

... everyone got an individual welcome -- made people feel more welcome

... provide research guidance assistance -- lists of internet sites by subject so people can quickly gain access to areas of interest

... good signs -- was visible

Received January 1999

Tim Bowcock BA GDipSci is a Graduate Administrative Assistant (GAA) with the Australian Capital Territory Library Service. After completing a BA majoring in philosophy and geography he undertook postgraduate studies in cultural heritage management, receiving his graduate diploma in 1998. Tim's studies continue with the GAA program with a Certificate in Frontline Management. Address: ACT Library Service 25 Blaxland Street Griffith ACT 2603 tel [phone] fax [phone]