Libraries are a highly popular part of council websites (over 7% of visits in 2014).
A fast-growing task for many library services is the loan of e-books. Since this service is clearly driven by new technology, ensuring new users understand how to use it does pose some problems. It is critical that the council website makes this technology-driven service easy to use.
A final challenge for this task is that some councils do not yet offer the service, or are only at the planning stage. In these cases we looked at the reasons given for the lack of a service.
All shire counties and single-tier councils (206 councils in all).
Only a third of councils deal with this task well (35% achieving our standard). Generally, councils do not explain the service very well. Many fall into the trap of relying on the third party service on which e-books depend, and often the supplier’s help pages are lacking in quality. Testing this task on a mobile device magnified the problems and added further issues that we have noted on other tasks.
Check ‘coverage’ to see if your council has been surveyed. Go to councils page and select your council. Look for link to task report under 2016-17 results
NB Question highlighted in red is an ‘essential question’ that must be answered correctly for the council to meet the standard for this task. Questions highlighted in blue affect star ranking
|Questions to be answered "Yes"|
|• Using the site search, can I find any information about an e-book loan service?||80%|
|• If no site search, using the site navigation to get to the libraries pages, can I find any information about an ebook loan service?||3%|
|• Am I told what kind of devices and e-readers I can use to access library e-books?||62%|
|• Am I told whether or not I have to download any particular software or browser in order to borrow and view e-books?||61%|
|• Am I told how long I can borrow an e-book for?||62%|
|• Am I told what will happen when my e-book becomes due for return?||53%|
|• Am I told how many e-books I can borrow at one time?||60%|
|• Can I browse the e-books before having to log in?||70%|
|• Is it easy to see where I enter my library card and PIN in order to borrow an e-book?||65%|
|• Am I told why e-book loans are not offered?||4%|
|• Does the site advise me of any other way of accessing free e-books?||4%|
|• Does the site provide any links to any other source of free e-books such as Project Gutenberg?||4%|
|• Does the site tell me what devices free e-books can be read on? (eg computers, smartphones, ereaders?)||1%|
|• Am I given either a future date when e-books will be introduced or any information about when ebooks might be considered for introduction?||3%|
|• Please give any statement about when/if they plan to introduce the service||0|
|• Does a Google search lead me to the task?||87%|
|• Does the home page link me directly to the task?||66%|
|• Does the service landing page have a prominent link that takes me directly to this task?||65%|
|• Were all the relevant pieces of information/pages for this task linked together to make a smooth, coherent journey?||50%|
|• In undertaking this task did you encounter any errors that seriously affected the user experience?||9%|
|• Was this task completely mobile or responsive?||29%|
|• Was an app offered for this task at any point in the journey?||0|
|• Would you recommend that other councils look at this implementation as an example of good practice?||16%|
|• Please note the name of the e-book delivery system used by this council||0|
|• If more than one e-book system used, please give the name of the second system||0|
|Out of date information, answered 'No'|
|• Did you come across any out-of-date information about this task?||3%|
|How effectively is this council promoting this as a task?|
|• How effectively is this council promoting this as a mobile task?||1.8|
|Overall, how do you rate the journey plus task completion?|
|• Overall, how do you rate the journey plus task completion?||1.6|
Finding the task
Completing the task
Very few sites provided their own good instructions about how to borrow e-books.
Most give a little bit of information, then you have to figure it out for yourself using Overdrive’s help pages. Overdrive’s own help pages are not particularly easy to follow. There are too many different options for finding out about how to view and download e-books within the Overdrive help section and the task journey here is not very clear.
Council-specific information about how many books you can borrow and for how long is contained within Overdrive’s own help pages. Overdrive provides a mobile-friendly environment, which makes it easy to view and use on a small device.
Other e-book services include Askew & Holt (libraryebooks.co.uk) and Bloomsbury (publiclibraryonline.co.uk). Neither is mobile-friendly. Bloomsbury makes you log in using your library card number prior to browsing. Hence, I was unable to see what this site looks like. It may be that the site is mobile-friendly but the log-in page is not.
In short, provide a clear, comprehensive but concise page aimed at people who have not borrowed e-books before.
Once in the library e-book system it is a very good experience, and simple to use as mobile friendly. One thing that could be improved is getting back to the main council website. The logo just takes me to the Overdrive home page. Apart from this minor problem the overall experience was very good.
Really easy, clear and useful information.
I am very impressed with this task. The council explains exactly what information I will find within Overdrive, which other councils have not. It's easy to find and simple to use.
Excellent mobile task – very easy to navigate and find out about using e-books.
This site has a good explanation and also has an image on this page that shows you which part of the library card number to enter.
Very good promotion, and full mobile responsiveness: an excellent user experience, commensurate with the digital nature of the service itself! A very futuristic library borrowing experience from beginning to end. The only quibble I have is that the Help features of Overdrive – which are very good – could be made a tiny bit more prominent than a small question mark near the top of the online catalogue.
A well-explained process. Impressive FAQs, including a detailed explanation of why books can’t be ‘returned’ before their due date.
We assessed this task primarily using the council’s search facility.