Research, insights and strategic outlook report

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Introduction

The New Zealand Libraries Partnership Programme (NZLPP) was a two-year COVID-19 recovery programme. (1) It was established in 2020 to support the retention of librarians and library services as well as community recovery. Subscription fees for the National Library of New Zealand’s (NLNZ) Services to Libraries were waived from 1 July 2020 until 30 June 2022 as part of this COVID-19 recovery programme.

In December 2021 NLNZ commissioned Allen + Clarke to undertake a strategic review (Review) of NLNZ’s Services to Libraries to identify their importance to New Zealand libraries and to help consider their future sustainability after the COVID-19 pandemic, and after the NZLPP fee waivers cease at the end of June 2022. This Review, which has been part of broader library sector sustainability mahi delivered through the NZLPP, was focussed on the following selection of Services to Libraries offered by NLNZ to the New Zealand library sector:

• Te Puna Services: web-based search and interloan services which give access to the combined catalogue of New Zealand libraries and to worldwide library holdings.

• Electronic Purchasing in Collaboration (EPIC): a purchasing consortium managed by the National Library on behalf of New Zealand libraries to negotiate group licences to electronic resources at favourable rates.

• Aotearoa People’s Network Kaharoa (APNK): a service which provides computer hardware and free high-speed internet access in public libraries enabling all New Zealanders to be connected online.

• Kōtui: a shared library management system which provides the infrastructure required for cataloguing, searching, managing collections, and sharing resources. It is available to New Zealand Public Libraries on subscription.

• Ngā Upoko Tukutuku: are standardised Māori subject headings that can be used by librarians when cataloguing and describing relevant material.

• Print Disabilities Service: offers audiobooks to adults, young adults and children who have a print disability. Borrowers can access the collection through their local public library and in schools through their special needs coordinators and school libraries.

The Review involved gathering insights from New Zealand library sector representatives about:

• how they see the purpose and operating environment of libraries changing in the future, and

• how they view the current state and future relevance of NLNZ’s Services to Libraries.

This report reflects the main themes drawn from stakeholder engagement, contemporary trends affecting libraries, and NLNZ’s own published strategic direction and governing statutes.

The Review was closely connected with NLNZ’s further sustainability mahi:

• the development of a Data, Research and Evidence Strategy (DRE Strategy)

• the development of a Sustainable Delivery and Costing Model

• the New Zealand Library Sector Workforce Capability Framework Project.

These sustainability workstreams have been coordinated in such a way as to leverage the synergies between them.

Purpose and structure of the report

Purpose

The purpose of this Report is to bring together and analyse the key points and ideas shared by library sector representatives and discussed in workshops with NLNZ staff during December 2021 to June 2022. The Review concludes that a shift away from a product focus and towards a sector focus may constitute a strategic way forward for NLNZ and its Services to Libraries. Without making any recommendations on service changes, this Report offers future decision-makers and others an opportunity to reflect on the challenges facing New Zealand libraries in contemporary New Zealand, the role of NLNZ in this environment, and what strategic approaches may best help to create and sustain a united national library sector for the future.

Structure

To contextualise the Review itself, the Report opens with a short overview of global trends currently affecting the library sector, especially in the wake of COVID-19 (see 'Trends shaping the future of libraries').

'Stakeholder engagement with New Zealand libraries' summarises our methodological approach to engaging with New Zealand library sector representatives and the questions we asked them. Under the heading 'Results of our stakeholder engagement' we present, compare, and contrast the insights and perspectives we heard during our stakeholder engagement specifically in relation to NLNZ’s Services to Libraries.

In presenting our engagement outcomes (see 'NLNZ’s services to libraries through a sector lens'), we focus on library sub-sectors, profiling common themes, and outlining how they consider NLNZ’s Services to Libraries respond to their specific needs. We maintain this library sub-sector lens in our discussion of how the libraries we engaged with perceive the future of libraries in New Zealand (see 'New Zealand library sector perspectives on the Future of Libraries'). It is here that we also outline how representatives from these libraries pictured the potential contribution of NLNZ in the future.

On the basis of the stakeholder engagement, as well as consideration of NLNZ’s strategic direction, in our conclusion (see 'Taking a strategic approach to service provision' and 'Conclusion') we present how NLNZ and its Services to Libraries could position themselves for the future for each of the New Zealand library sub-sectors.

The appendix provides an outline of the survey and questionnaire design approach and summarises the questions asked in each library sub-sector survey.

Trends shaping the future of libraries

To set the scene, the following sections outline broad developments affecting libraries in New Zealand and elsewhere in the world at the current time. Government measures introduced in response to the COVID-19 pandemic have accelerated some of these trends, most notably the advances in accessing digitised resources and services.

Shift to digital services

Libraries worldwide are transitioning their collections from print to digital formats, a trend that was accelerated during the pandemic. Library users could source online electronic materials remotely while the physical interior spaces of their libraries were closed. Those libraries that had made significant investments in digital content beforehand were able to continue providing services with minimal interruption.

Although the shift towards digitisation has clear benefits for library users’ access to library content, it has also given rise to a range of complexities in relation to digital licensing arrangements and aggregate platforms. Libraries around the world are confronted with the growing challenge of administering different licensing agreements and lending policies for various publishers and e-books and then selecting the best technologies for managing these processes effectively.

In addition, the library technology sector has become an ever-expanding industry populated by an increasing number of companies, products and vendors. (2) As a response to these developments, libraries are finding ways of collaborating or forming partnerships with each other, achieving greater efficiencies through shared licensing and collection management arrangements. The concept of libraries forming an “open eco-system” in which data flows freely between interconnected libraries through their shared use of software or digital interfaces has been identified by leading commentators as offering a pathway towards achieving long-term sustainability. (3)

Libraries depend on their technology environments to support their operations and to describe and provide access to their collections. Almost all libraries make use of multiple technology applications, provided by different vendors, which must work together effectively and efficiently. Systems that cannot be fully integrated into the library’s (or the library’s host organisation’s) technology ecosystem usually result in duplication of effort, require manual processes for synchronising data, and can frustrate library users through multiple logins.

Rapid advances in technology are also changing library users’ expectations of the resources and services they would like to access through their library as well as the immediacy of this access. The physical spaces of libraries are also becoming increasingly transformed into community meeting places, activity hubs, seminar rooms, and locations for service desks from the local authorities and other organisations, such as gallery and exhibition spaces. A library can be a digital platform and serve as an enclosed physical area for a variety of cultural, learning, and community activities.

Demonstrating value in the face of budgetary pressure

Budgetary pressures were already a reality for many libraries before COVID-19, as the changing landscape for how library users source information has forced librarians to justify their value with the rise of the internet. (4) In the face of increasing budgetary constraints, libraries are under greater pressure to be able to demonstrate value. For example, a particular focus of Local Government New Zealand’s (LGNZ) Review into the Future for Local Government (5) and the Ministry of Education’s Education Work Programme (EWP) (6) is about giving local authorities and school boards greater autonomy and freedom in how they allocate public money. For this reason, libraries will need to strongly articulate their role and value, emphasising how they contribute to achieving the aims of local and central government, including goals associated with long-term sustainability.

Towards a Value Proposition for Libraries in Aotearoa

In 2021 Allen + Clarke completed a review of selected literature to identify the outcomes and value libraries deliver in Aotearoa New Zealand, supported by international evidence in terms of social and economic impacts and in relation to community recovery from the impacts of COVID-19. The resulting report was written as a reference document for people working in the libraries sector.

The literature review addresses two primary research areas: what we know about the value of library services and what gaps exist in our understanding of the value of library services in Aotearoa New Zealand. Six main themes were identified: economic benefit; knowledge generation; social and cultural benefits; digital inclusion and digital literacy; and difference libraries made during the pandemic. The literature review covered the kinds of value delivered by public, school, tertiary, and special libraries.

One core message from the selected literature suggests that libraries are complex and multi-faceted institutions that have significant impact on individuals, communities and wider society. Their value is dynamic and changes over time as the purpose, priorities and role of libraries adapts to political, economic, social, technological, and cultural influences.

A framework to support the measuring of libraries’ impacts

In earlier work commissioned by NLNZ, Allen + Clarke developed a Libraries Applied Impact Framework to be used by the libraries sector to improve their understanding of the impacts of libraries. This Framework can help libraries share with stakeholders’ current evidence that demonstrates the difference libraries make and identify gaps in existing evidence and areas for further exploration.

The framework supports libraries to understand and draw on available data and statistics to profile their impacts from multiple perspectives (e.g., library users, host organisations, communities). Collecting and interpreting information from a wide range of reliable sources can illustrate the difference libraries make.

Stakeholder engagement with New Zealand libraries

As part of the Review, Allen + Clarke engaged as comprehensively as possible with New Zealand libraries during February and March 2022. The purpose of this engagement was to ask NLNZ’s customer libraries and other key library representatives:

• how important or helpful they find NLNZ’s Services to Libraries

• how they see the purpose and operating environment of libraries changing in the future

• how they think NLNZ and its Services to Libraries can best respond to these future changes.

Methodological approach to our stakeholder engagement

Acknowledging the diverse types of library that make up New Zealand’s library sector, our methodological approach was based on distinguishing between three broad library sub-sectors, each of which use NLNZ’s services in different combinations and for particular interest groups:

• Public libraries

• Tertiary and special libraries (including state sector libraries)

• School libraries.

We acknowledge that, even within each of these three library sub-sectors, there is diversity of libraries (in terms of size, user numbers, collections, resources, staffing, sophistication of infrastructure, and degree of subject area specialisation). However, the libraries within each of these sub-sectors do nonetheless share common characteristics, serve similar communities of library users, and may make use of similar combinations of NLNZ’s Services to Libraries. It was for this reason that we designed the tools for our engagement (i.e., online questionnaires and interview questions) on the basis of these distinctions between three library sub-sectors.

Question frame development

Allen + Clarke worked collaboratively with the NLNZ team, other external suppliers, and key library sector experts to compile and refine a series of relevant topic areas and questions that would be effective in gathering customer insights. The agreed questions and topic areas related to the following:

• the importance of the NLNZ’s Services to Libraries (APNK, EPIC, Kōtui, Te Puna Services, Ngā Upoko Tukutuku, and the Print Disabilities Service) and their ability to meet library user expectations and needs

• opportunities for improvement

• how libraries can be encouraged to use Ngā Upoko Tukutuku and the Print Disabilities Service

• how the NLNZ’s Services to Libraries will remain relevant in future

• anticipated changes to the library operating environment and associated challenges

• affordability and funding priorities in light of the NZLPP fee waivers ceasing in June 2022

• what kind of roles the NLNZ could play within the New Zealand library sector as a whole.

Data gathering methods

In consultation with NLNZ staff, three online survey questionnaires were developed, and tailored for each of these three sub-sectors. The surveys for public, tertiary, and special libraries were distributed to library managers around the country late in February 2022, and the survey for school libraries early in March 2022.

While these online surveys provided our engagement with breadth and coverage, we also held structured interviews with library stakeholders from within each sub-sector, giving greater depth to our topics and allowing us to explore selected themes and questions in greater detail.

We coordinated our interviews carefully with the activities of concurrent library sustainability mahi to avoid duplication and reduce the risk of stakeholder fatigue. In some instances, we were able to fold our questions into the stakeholder engagement of other sustainability workstreams. Despite COVID-19 restrictions, and the necessity to conduct interviews online via the Zoom videoconferencing platform, we sought to engage as directly as possible with stakeholders who could share insights from the following perspectives:

• public libraries (large/small)

• tertiary libraries (including Institutes of Technology and Polytechnic (ITPs) and wānanga)

• special libraries (i.e., central government, health, Crown research, and private libraries)

• Te Ao Māori

• sector organisations and professional bodies, including representatives from Council of New Zealand University Librarians (CONZUL) and Public Libraries New Zealand (PLNZ)

• school libraries (including primary, intermediate, and secondary)

• local government.

The following sections of the Report summarise the themes, insights and experiences we gathered through:

• the three online surveys, each designed for a particular library sub-sector (as explained above)

• 22 online interviews with individual stakeholders across sub-sectors

• a focus group discussion with a consortium of public libraries

• an online workshop with five Māori librarians from the public and tertiary library sub-sectors.

The cited commentaries from stakeholders have been anonymised in the body of this report. It is important to note that our engagement occurred within a limited period and, although the questionnaires were widely distributed, there were many special and school libraries that did not participate in the survey.

Sample size

The following libraries participated in our online surveys: 113 school libraries (approx. 11% of all school libraries); 48 public libraries (73% of all public libraries); 17 tertiary libraries, including five major university libraries (approx. 40% of all tertiary libraries), 22 special libraries, and 12 state sector libraries (29% of all special and state sector libraries that have subscriptions to Te Puna Services).

Limitations

Our stakeholder engagement occurred within a confined period and, although the questionnaires were widely distributed throughout the library sector and reminders sent, there were many special and school libraries that did not participate in the online surveys. Considering the number of survey respondents and the absence of a large proportion of school and special libraries, we are cautious in drawing conclusions and note, where appropriate, that common themes identified in responses from libraries in the tertiary and special library sub-sector, for example, reflect the perspectives of the participating respondents but do not necessarily represent the views of all library stakeholders in their respective sub-sector.

Results of our stakeholder engagement

The following sections present the key themes we were able to draw from the customer insights gathered in relation to NLNZ’s Services to Libraries. The cited commentaries from library sector representatives have been anonymised in the body of this report.

Te Puna Services

Te Puna provides web-based search and interloan services which give access to the combined catalogue of New Zealand libraries and to worldwide library holdings. New Zealand libraries use Te Puna Services to find a catalogue record, incorporate it into their own library management system, search and borrow content from other New Zealand libraries, and interface with interlibrary loan billing systems. Subscribers include public libraries, tertiary libraries, and special libraries (including state sector libraries). Components of Te Puna Services are also used by some school libraries.

Public libraries

Ninety-six per cent (96%) of all public libraries that responded to our online survey (n=48) use Te Puna Services. The few public libraries that do not use Te Puna Services cited their unaffordability or the use of an alternative service as reasons.

When thinking about their library’s business and operating environment now and in the future, the majority of respondents (90%) considered Te Puna Services to be moderately to highly important (only 10% of respondents considered them to be either ‘not important’ or ‘not at all important’). Smaller libraries in particular commented on how much they value Te Puna Services and how important they are to their library’s operations.

Indications from the survey results and interviews suggest that, while some public libraries outsource their cataloguing and acquire collections and records elsewhere, Te Puna Services’ interloan function is used extensively, particularly given the limited physical space and the growing cost of maintaining a library:

‘As space runs out in libraries and costs continue to climb, the interloan system is vital. Cataloguing tools not so much to us, as we acquire our records elsewhere.’

‘We outsource over 90% of our cataloguing, but interloan services remain an important part of our services.’

‘Having outsourced most of our collections, the cataloguing function is still used, but not as extensively as previously. The interloan one is used extensively and key to delivery, and supplementing our physical collections.’

‘Loan more than borrow so not much income, able to lend out as well; for borrowers that use it, critical service, library our size could never have purchased, let alone kept on shelf for as long as wanting to access: so shared agreement through Te Puna and sourcing books is a great asset. Been using Te Puna for a long time.’

One library highlighted the potential for greater interloans between libraries located within the same geographic region:

‘We outsource cataloguing and could work with regional libraries to provide a local interloan service or in collaboration with other […] libraries.’

Several commentaries from survey respondents and interviewees highlighted the need for increased promotion and more capability-building opportunities to enable library staff to understand and utilise Te Puna Services effectively to their full potential. One survey respondent succinctly described how variable the knowledge among library staff can be in relation to Te Puna Services:

‘Not all library staff are truly aware of how to access Te Puna Services or what services are provided. More communication to library staff in the future would be good.’

Several interviewees stressed that the library back-office services facilitated through Te Puna are important and, more generally - Te Puna is part of the backbone of library services.

Public library interviewees described Te Puna Services as key because they offer a discovery layer with a selection of records from catalogues (such as WorldCat (7)) that reflect their own holdings. Small libraries find this particular component of Te Puna Services highly useful as it offers a streamlined process that frees up administrative capacity, rather than making it necessary to enter records into the system. The CONTENTdm (8) repository for archival material is also an important option.

Larger public libraries in metropolitan centres tend to loan books more than they borrow books from other libraries. Te Puna Services are important for users of libraries elsewhere to source media.

Tertiary, special and state sector libraries

Of all tertiary, special, and state sector libraries that participated in our online survey (n=51), 46% considered the OCLC (9) cataloguing tool component and 66% considered the OCLC interloan tool component of Te Puna Services to be highly important to their library. Given the diversity of libraries within this subsector, the responses to our questionnaire, as well as observations made by interviewees, reflected how Te Puna Services are used variably across these libraries: while a few libraries commented on how essential these services are, others indicated they rarely make use of them. However, in general terms, the smaller the library, the more Te Puna Services play a crucial role in the library’s operations. Te Puna interloan services are particularly important to these libraries, while some state they do not use Te Puna cataloguing at all:

‘Our library cannot operate without these resources.’ (Small research library within a Crown Research Institute)

‘Have not used cataloguing tools, we use interloans.’ (Small state sector library)

‘Te Puna's services are very important to my small library. In the last 12-18 months I've received an increase in the number of requests for items in my collection.’ (Small independent special library)

‘OCLC Interloan tools are essential for our small library to access the books/journal articles needed by our DHB staff in all specialty areas.’ (Public health service provider)

‘We use the cataloguing services infrequently.’ (Specialist library)

Despite the significant added value that Te Puna interloan services provide, additional costs associated with interloans, including copyright licensing arrangements for electronic resources, are sometimes prohibitive and, in some libraries, such costs have become a disincentive to using interloans:

‘Interloans is a useful service for staff as the organisation doesn't subscribe to any full text journal article aggregators. It enables staff to access research content that is not open access. However, because interloans cost, it is a disincentive for staff to use it. There are some unintended implications to the organisation’s access to evidence because of this.’ (Library of an Auckland-based charitable trust)

‘We are interloaning less due to the resources required being electronic versions and thus not able to be inter-loaned due to vendor licensing restrictions.’ (Small specialist research library)

All tertiary, special and state sector libraries we engaged with that operate on a larger scale with large numbers of users describe Te Puna Services in the context of their interoperability, that is, how well they complement the other systems used in their libraries:

‘Te Puna is great to use for local publications, particularly NZ books. With the increase of electronic resources and how publishers and discovery services providers manage records for e-resources, we've seen a decrease in using Te Puna, or for individual print items in general.’ (Tertiary library)

‘We import Te Puna bibliographic records into our Softlink Liberty Library Management System sometimes during Z-Cataloguing processes.’ (Large library within the public sector)

Survey respondents mentioned other subscriptions that they use alongside Te Puna Services such as WebDewey, Subito, NLM (USA National Library of Medicine),and ALIES (Australasian Libraries in Emergency Services). While Te Puna Services do generally complement other subscriptions and systems, some tertiary and special libraries raised issues of compatibility and interoperability. They considered such issues created areas of potential improvement, together with management of e-journal and e-book holdings:

‘Interoperability with other products including Rapid and Alma would be helpful as well as ability to easily upload and update ejournal and ebook holdings.’ (Major university library)

‘Currently OCLC holdings do not reflect where holding libraries do not provide ILL access to resources because of digital licensing issues - this is incredibly frustration, time consuming, and expensive e.g., having a will supply option so ILL requests do not expire before you can ship them […]’ (Private sector library)

A few participants in our stakeholder engagement explained that, in their libraries, Te Puna Services are in the process of being superseded by other library management systems and tools:

‘Te Puna National interloans system is important but becoming less and less relevant. As a result of COVID, the focus on sourcing electronic material has become more important. The GOBI (Global Online Bibliographic Information Library Solution) has overtaken the prominence of Te Puna.’ (Major polytechnic library)

‘We use Rapid for Resource Sharing for copies, it is much easier to use with faster turnaround times due to accurate holdings and licence information. Increasing numbers of Libraries in Australia are using Alma Resource Sharing. As Alma is our Library Management System we are keeping an eye on developments in Alma Resource Sharing.’ (Major university library)

‘[…] Te Puna services would be useful for a pure library function. In my opinion, an organisation that wants to be evidence-driven really needs broader and better access to the evidence base. I understand that around 44% of the research output of NZ universities is open access. I recently put a case up for subscribing to DeepDyve. While this tool wouldn't have everything we need, it would open up access to a wide range of information to staff […] A consequence is likely to be much less reliance on Te Puna interloans.’ (Specialist health library)

One tertiary library interviewee commented that Te Puna Services are important for their holdings, and they find the print and digital geographic records, created by NLNZ, particularly useful. The Library of Congress (LOC) Naming Authority cataloguing for New Zealand authors is another valued offering through Te Puna Services, as well as the thesaurus for Māori subject headings. Another tertiary library interviewee reported, by contrast, that their students rarely engage directly with Te Puna Services.

The information provided through Te Puna Services is important for staff and users at special libraries, such as clinical professionals and patients in health-related organisations. However, a common theme in our engagement was that this offering may become less relevant in future as a result of COVID-19 and the associated shift towards sourcing electronic material. For example, a consortium of libraries within institutes of technology and polytechnics now uses Global Online Bibliographic Information (GOBI) – an acquisition and collection development interface that provides access to more than 15 million titles. (10) According to an interviewee speaking on behalf of the consortium, GOBI has, to a large extent, overtaken the prominence of Te Puna Services in their business operations.

Similarly, several interviewees commented that the value of Te Puna Services’ interloan function has decreased in recent years with low user uptake, either because the books users seek are relatively new, or the requested content cannot be accessed in the desired format, such as e-books with more restricted licensing and copyright. Other interviewees shared the view that Te Puna Services’ interloan component is more utilised than the cataloguing component.

Many interviewees expressed their great appreciation for the supportive NLNZ team and suggested that opportunities for improvement could include re-establishing holdings listings for periodicals to enable visibility over specific issues of items and which libraries have them in their collections.

School libraries

Twenty-seven (27) school libraries that responded to our online survey (n=113) use the Record Manager component of Te Puna Services. (11) When thinking about their library operating environment now and in the future, respondents rated Te Puna Services Record Manager, which is free for school libraries, as either important, fairly important, or highly important. They commented that the cataloguing functionality saves time when entering new resources onto the school library system:

‘Used every day and a crucial tool to our library.’’

‘I use it to catalogue all books coming into the library.’

Several respondents commented on the complementary use of the Schools Catalogue Information Service (SCIS) (12), even though this service is more expensive. Others commented that the availability of SCIS, which is more user-friendly, meant Record Manager was not as necessary.

‘I use SCIS and Record Manager and both complement each other.’

‘We subscribe to SCIS, record manager is a backup only.’

‘In the future as SCIS is very expensive for what it delivers we will solely be relying on Record Manager so feel this has a real need now and even more so in the future.’

‘We prefer the SCIS subject headings for students - less complicated.’

Other cataloguing tools used by school libraries include Musac, WorldCat, Library of Congress, and options accessed through Accessit. Respondents suggested that NLNZ could help their school library by offering professional development to support an improved understanding of how to use Te Puna Services’ Record Manager:

‘I don't know if I have it set up properly, it does the basics but I'm not sure if I can get it to do more for us.’

‘Some training in how to best use Library Manager, especially for schools where the full-time teacher also has the library responsibility.’

‘Training options for staff will enable quality catalogue entries.’

Funding

Ninety per cent (90%) of all respondents across the public, tertiary and special library sub-sectors, indicated that it is either likely or very likely that their library will prioritise funding for Te Puna Services after the NZLPP fee waiver ceases in June 2022. Not surprisingly, the fee waiver for Te Puna Services was greatly appreciated by smaller libraries that would otherwise struggle to pay for a subscription themselves:

‘I can't stress enough of the importance of having the fee waiver for the last two years. I work for […] a charitable trust: 80% of our funding comes from other trusts and donations. It is a struggle to find the funds necessary as a library. I would like Te Puna services to be more affordable for special libraries like mine.’ (Research library within a charitable trust)

At the same time, survey respondents and interviewees explained that, given the current climate of financial constraints and uncertainty, there is no guarantee they will be able to continue their subscriptions to Te Puna Services in the long-term:

‘We have really struggled with a huge decline in student numbers and library budget. Everything is assessed as to its need and strong justification is needed. This year will be very tough but hopefully next year things will come right again.’

‘We have budgeted for the return of Te Puna fees, but if the fees were increased we would be concerned.’

‘It will be a struggle to keep within the static budget - a good chance I will need to cancel a subscription to another resource.’

To facilitate uninterrupted subscriptions from smaller libraries operating on reduced budgets, one manager of a small special library suggested the introduction of a sliding scale of fees calculated on the basis of library type and size, rather than charging the same minimum or flat fee for everyone:

‘Having a reasonable fee per annum would be very helpful. The library is quite small so it is quite a large amount of funding that I need to justify. Fee is not based on library size; it’s just a flat fee. May have a different fee for Not-for-Profit organisations.’

Electronic Purchasing in Collaboration (EPIC)

Electronic Purchasing in Collaboration (EPIC) is a purchasing consortium managed by NLNZ on behalf of New Zealand libraries. The purpose of EPIC is to negotiate group licences to electronic resources and provide member libraries with access to e-content at more favourable rates than they would be able to achieve individually. Subscribers include public libraries, tertiary libraries, and special libraries (including state sector libraries). The Ministry of Education has an EPIC subscription that is available to all school libraries.

Public libraries

Eighty-four per cent (84%) of all public libraries that responded to our online survey (n=48) subscribe to e-resources through the EPIC consortium. The six public libraries that indicated they are not consortium members cited pricing, the use of alternative services, and low demand or uptake from users in the past as the primary reasons for not joining, or not renewing their subscription membership. Overall, 54% of public library survey respondents consider that the subscription options available through EPIC are enabling their libraries to meet users’ demand for content moderately well (six libraries), well (14 libraries), or very well (six libraries). Libraries highlighted the benefits of being able to offer a variety of e-resources through EPIC:

‘There is a wider range of content available - movies, databases, motor manuals, languages etc. The pick and choose model gives us freedom to meet budget and demand.’

Although a broad range of e-resources, including those with are made available to library users through the EPIC consortium, some public library managers are concerned that too few of them are being accessed to justify the cost:

‘There is a wide range of very good content, but experience shows us that much of it will not be well used by users of our medium-sized public library. Educational, training and reference type resources aren't used well enough to justify the cost.’

‘Unfortunately, our members […] make very little use of this resource.’

‘We don't have the budget to subscribe to a broad range and lack the capacity to promote adequately.’

‘So few patrons use our digital services that they are not cost effective. This is related to historic poor internet infrastructure, lack of devices and low levels of digital skills - this is changing slowly.’

The suggested enhancements to EPIC are centred around extending the types of available e-resources and having greater flexibility in combining them into tailored packages. However, a challenge with these suggestions is that increased choices and options are associated with higher individual pricing. This carries a risk of contributing to further inequities across the public library system with smaller libraries even less able to afford the services.

Although it would be more affordable and more cost-effective for EPIC members if a higher number of libraries were to subscribe to the same selection of e-resources, this could be difficult to achieve considering libraries’ differing areas of interest and their evident desire for flexibility:

‘It would be extremely helpful if EPIC widened its services to include things like e-book/e-audios.’

‘Provision of more streaming content, such as Kanopy and Hoopla. These are the types of services our customers use the most.’

‘We’d like more flexibility around packages: more pick 'n' mix choices.’

Cost-effectiveness and flexibility of choice could be reconciled through greater nationwide collaboration to gain the maximum number of subscribers for certain commonly used e-resources:

‘The overdrive consortium (e.g., ePukaPuka) has been going for 12 years (?) now - the three groupings it covers almost every library in NZ. It's interesting that this hasn't been picked up by EPIC. Has it been looked at? Given changes in multi-access concurrent user (MACU) and bundling of things like ebooks, e-audio books, emags and streaming services - how we provide those as a country may make better use of the limited operating budgets we collectively have for a collection area that appears to be treading upward.’

‘The EPIC service is great and I think it matured to the next step: a nationwide licence for news and current affairs resources, general reference tools and ebook content. Recently I have been reflecting on the purchasing power of buying as a group and how much time and effort is spent now in every single Council and library (over 60 of the local bodies) trying to achieve the same output: access to e-resources for the users. From my point of view, New Zealand has a great opportunity to explore a model of nation-wide e-resources for all users. One digital library for all residents/visitors. There are emerging examples in, for example, Ireland and other European countries.’

‘I would love to see the provision of digital resources centralised to provide equity of access across NZ. This happens in a de facto way now, with many people having multiple library memberships to access digital content.’

Concern was expressed at the process for deciding on resources and the direct engagement with individual vendors:

‘Have vendors send all the information directly to EPIC for distribution rather than sending us constant emails direct.’

‘It is a bit overwhelming, especially when the vendors also contact us with offers. If there was a way to simplify the offering that could help.’

Some libraries suggest conducting an annual survey of libraries to identify their preferred e-resources. Similarly, libraries would appreciate receiving information about e-resource packages much sooner so they can be factored more easily into their budget cycles. NLNZ needs to be aware of these kinds of issues for EPIC’s purchasing consortium to remain relevant and affordable to public libraries in the future.

Survey respondents indicated they would like to see more streaming services, e-book content, and open access initiatives. Interviewees from public libraries commented that EPIC provides helpful resources that are targeted well towards public libraries and offers users content they may not otherwise be able to access. However, from a user’s point of view, sometimes the smorgasbord of EPIC resources can be difficult to navigate due to the lack of a portal or enterprise level where users can find content with one click, rather than following icons that lead to content. Suggested opportunities for improvement include greater efficiencies in retrieving and mining data through multiple suppliers within EPIC, such as having Google Analytics running behind databases.

Funding of subscriptions in public libraries

In relation to the funding of EPIC subscriptions in public libraries, commentaries ranged from expressing dependency on the NZLPP fee waiver and the impact of budgetary constraints on the number and range of subscriptions a library can afford, to a general critique of the current population-based formula for calculating the cost of purchasing subscriptions:

‘Without the fee waiver, my Library's budget would not allow any of the EPIC subscriptions.’

‘We're a small library with a small budget. We can normally afford a single subscription as part of a consortium deal with our two neighbouring district councils.’

‘The population based pricings for districts is a blunt tool. We are regarded as a large library network, but we are a set of small towns with low income and funding models. I think a fairer tool should be assessed. I also think there is an opportunity for EPIC to drive a National eBook collective.’

‘Reduce the prices for some of us with larger populations.’

At the end of the fee waiver some e-resource options will be discontinued (e.g., PressReader, Niche Academy, EBSO). Interviewees shared that they have negotiated contracts directly with vendors in the past, but joined the EPIC consortium to enjoy the better pricing model. However, there is a perception that an opportunity is being lost to provide one service for the entire country through a national licence: then key resources would be available to everyone regardless of where they live, their local library’s size, or their ability to pay. This could include Te Tiriti o Waitangi and Te Reo Māori resources and key curriculum support resources that would be useful to everyone.

Tertiary, special and state-sector libraries

Twenty-one (21) of 51 tertiary, special and state sector libraries that responded to the survey (41%) indicated that they currently subscribe to e-resources through the EPIC consortium. The primary stated reason for not joining was the need for specialist content that EPIC cannot provide:

‘There is limited science content [through EPIC] so we tend to source content via CAUL (13) and the CRI consortium.’ (Library of a Crown Research Institute)

‘As a specialised business library, EPIC does not meet our needs because it is not aimed at our market.’ (Library of a private engineering firm)

‘EPIC information is not the focus of our collection or service.’ (Law library)

‘Current EPIC resources available are not very relevant to our library so the pricing is out of line with the value we would get from having access to them.’ (Library of a private consultancy firm)

Other reasons include the conditions of existing library memberships and costs associated with joining the consortium:

‘[Our] library has positioned itself as primarily a service to the public. Internal information needs are directed to me, and the main tool I use is the University of Auckland Library as an Associate Member. There are strict terms and conditions to this membership. I also use many other tools and databases, as what staff are interested in is quite niche and often not covered in conventional platforms.’ (Library within a charitable trust)

‘I used to subscribe to the EPIC consortium but unfortunately it became unaffordable for a small library like mine.’ (Small independent research library)

Considering the need for specialist material and resources, a common theme from librarians working in universities, polytechnics and research libraries is that, while they do appreciate EPIC e-resources, they consider them to be better suited to a more general audience, such as the members of a public library, for example:

‘There's a lot of content available via EPIC but not much of it is useful to the special libraries who are a diverse sector with highly specialised needs. It would be awesome to have some reference tools like the OECD library for free. It's great to see that Bridget Williams books, movies and music databases are available, but these are more aimed at the public libraries.’

‘What we have particularly appreciated is the BWB (Bridget Williams Books) collection which has a focus on New Zealand current and topical issues. As a special library, often our resources relate to quite specialised subject areas, that are not covered by EPIC.’

In order for EPIC resources to remain relevant to tertiary, special and state sector libraries in the future, some respondents signalled that they would like to see more e-book content (particularly New Zealand e-book content), open access initiatives, and improved access to academic journals and research databases.

Consortium members in this library sub-sector identified a range of opportunities for offering greater flexibility and consultation with libraries about e-resources as well as administrative details (e.g., invoicing) and staff induction:

‘We would prefer to be invoiced in the source currency and would welcome additional resource offerings through EPIC.’

‘Going forward, I think we will need more flexibility when looking at the package deals. The uncertainty of budget for the next couple of years will drive us to closely review our existing packages. The ability to unbundle the packages will be appreciated.’

‘Yearly introduction session for new collections staff about how EPIC works. It would be good to include how to propose a new product to EPIC. Support more New Zealand ebook content to be developed and published.’

‘There could be more asking of what librarians need in their e-collections instead of always being the last-minute. A lot of my colleagues get very frustrated at the offerings and lack of communication from EPIC — a consultation period would be great.’

Similarly, special libraries often require material in specific interest areas that EPIC does not offer. While interviewees from special libraries observed that EPIC e-resources appear to be better suited to general public library audiences, than the users of their sub-sector libraries, they nonetheless emphasised the benefit of having access to the Bridget Williams Books (BWB) and Te Tiriti o Waitangi collections. The same interviewees also commented on the value of collections on current issues and topical books written by experts who may not otherwise publish material outside of journal articles.

The online Oxford University English Dictionary is also a valued resource. However, in general terms, most of the e-resources provided through EPIC are often of secondary interest to the library’s main business and specialist topic areas. This view was echoed by interviewees from tertiary libraries (universities, institutes of technology, and polytechnics) who commented that EPIC currently has limited relevance in the context of their increasingly specialist tertiary sector environments.

At the time of our engagement, Institutes of Technology and Polytechnics (ITPs) were amalgamating their library services into a Te Pūkenga collective which is intended to become a single entity with merged collections and libraries. According to an ITP interviewee, this merger is occurring largely without any involvement from NLNZ and its Services to Libraries. Although EPIC is not necessarily designed for an arrangement such as Te Pūkenga, some of its e-resource subscriptions could potentially provide added value. However, comments from interviewees suggested this may only be on the periphery and would depend on whether their budgets allowed for it.

Considering the impact of COVID-19 and current resourcing pressures, tertiary, special and state sector libraries were asked about the likelihood of their prioritising EPIC subscriptions after the fee waiver ceases in June 2022. Of the 30 libraries that responded to this question, 16 of them indicated that it is unlikely, or very unlikely, that their library will prioritise EPIC subscriptions after June 2022. These respondents included six tertiary libraries and 10 special libraries, some of which do not currently subscribe to any EPIC e-resources, but may have been considering it as an option. A key reason for this is the perceived lack of desired specialist content (as discussed above):

‘Not sure a health library qualifies for consortia plus EPIC does not appear to have the Medical/nursing content our organisation need.’

‘In the future we will negotiate our own database access, given that we run a highly specialised business library.’

Of the 21 libraries that had EPIC subscriptions prior to COVID-19 and the NZLPP fee waiver, 11 of them (tertiary and special libraries) plan to continue their subscription to the same number of e-resources through EPIC after June 2022, while seven libraries will not (tertiary and special libraries). The remaining three respondents do not know what the future will hold and/or are currently reviewing their subscriptions.

One interviewee from a small special library commented that they can afford significantly more resources through the EPIC consortium than if they were to approach vendors individually. They found the buying power of the collective beneficial with its offering exposure to a wide range of high-quality products.

School libraries

Ninety-three (93) of all school libraries that responded to our online survey (82%, n=113) indicated that EPIC is important to their school’s online learning environment and that, through EPIC, they can offer their students e-content that is relevant and useful to the curriculum. They also expressed their appreciation for access to reliable and curated sources of information:

‘I am working hard to get more students accessing the resources as they are invaluable.’

‘The school community relies heavily on EPIC resources both teachers for their professional development and students for their research.’

‘Whenever I show students and teachers the EPIC resources, they are blown away and will use them. The greatest impact, however, is when students come looking for something very specific and I can show them exactly what they need in EPIC. It is those curious and extension moments where EPIC is indispensable.’

‘Every class that interacts with the library gets trained in EPIC use every time they come in. We use the widgets extensively, and the links and searching are built into our everyday teaching.’

While survey respondents and interviewees endorsed the overall benefits of EPIC in secondary schools, they also expressed varying levels of confidence in identifying the best e-resources to support students and teachers with their curriculum needs. Seventy-one (71) survey respondents (63%) indicated that they are not confident that most students at their school access and make best use of the e-resources made available through EPIC:

‘Most of our students will use at some point, if only in a Research Skills session. Most students would not access any other EPIC database, however.’

Many respondents commented on a tendency for students to default to Google as their search engine of choice across school libraries:

‘I am up against Google and am not winning.’

‘Despite training teachers and students to use EPIC, they often default to Google.’

‘I think it’s fantastic to have but suffers from the modern generation’s proclivity to simply Google everything.’

‘We are big on promoting current, relevant and reliable sources to our students to avoid the “just google it” mentality and then click on the first link.’

Interviewed secondary school librarians commented that to get the best out of EPIC e-resources, students have to be encouraged and properly taught how to use them. One secondary school librarian commented in the survey that EPIC is underutilised at school even though it is strongly promoted. In the survey, and in the interviews, school librarians explained that they frequently work together with teachers to help them find the content they need for their classes. In this context, librarians provide ongoing professional development for teachers, showing them the functionality within EPIC and research skills:

‘Senior students use it very successfully but they have to be encouraged and taught how to use it.’

‘Just did a refresher for teachers to remind them, otherwise they don’t consider recommending or directing students to it.’

‘I usually work with teachers to find what they are looking for; and I rarely have students try to look independently at EPIC – unless I’ve got their teacher on board.’

‘Teachers are more likely to ask librarians for help than to search EPIC themselves.’

Sixty-eight (68) survey respondents (60%) pointed to factors such as staff training and capacity, the user interface, student access to devices, and log-in requirements as a way of overcoming barriers to making full use of all relevant content and resources made available through EPIC:

‘There are no formal lessons on how to effectively search: students’ user experience is not positive so give up on using EPIC. Their preference is for Google.’

‘Being able to take the time to fully explore the available resources. I struggle to find the time and the students have so much going on in their lives, let alone trying to cope with the current times, they just want to find things quickly.’

‘Students away from school and single sign on need to know the Epic username and passwords and it can be too difficult. It does require a degree of persistence to navigate. If it is available to all NZ schools, why do we have to have User Names and passwords. This is gate-keeping.’

School librarians that were interviewed emphasised the importance of EPIC as a tool that provides curated, reliable, and trusted information and material in a digital age in which online media groups and platforms can easily mislead and manipulate people. For this reason, they encourage students to utilise EPIC databases instead of search engines (such as Google and Bing).

Senior secondary school classes use devices more frequently so digital content is highly relevant to them.

Survey respondents and interviewees noted there is less EPIC content targeted towards primary school-level users. Not many primary schools use EPIC. This could present an opportunity to provide more databases aimed at younger students or an option of providing a junior suite for primary school children to search for content easily. As one primary school librarian observed, the priority for children at primary school is to acquire basic literacy and numeracy skills before becoming digitally literate as well:

‘As we are a primary school digital content isn’t used a lot as children are still navigating print and learning to read.’

In terms of suggested enhancements to EPIC, the school librarians who participated in our stakeholder engagement noted the benefits to school librarians and teachers if they could learn about EPIC before entering school environments to teach, rather than learning on the job. The provision of access to digital magazines and streaming services was also a common theme, particularly in relation to supporting media studies (as copyright licences are costly). There is an existing consortium of eight Auckland school libraries that share databases: this promotes collaboration and greater resource uptake given the e-books are expensive and have limited licences. A national approach such as this may support other school libraries that struggle financially.

Funding

Ninety-three (93) respondents to our school library questionnaire (82%) indicated that it is either very unlikely or unlikely that their school would have capacity to fund e-resource subscriptions should the Ministry of Education discontinue EPIC for New Zealand schools in the future.

‘Our library budget has been reduced each year but is still enough to purchase books, SCIS and the LMS subscription. We have however, cancelled our ebook subscription. I don’t know how much it would cost to pay for ‘EPIC’ but imagine it may have to come out of the library budget and we could probably not afford it.’

‘It would be hard to justify this when not everyone in school is using it and the pressure of working out what subscriptions would be most relevant to be able to justify the expense. Especially when this would cut our book budget.’

‘We are a very small school with a limited budget. We would have to prioritise our funding if the MoE did not fund this.’

‘I would be very disappointed if the Ministry of Education were to stop funding this valuable resource.’

Sustained funding from the Ministry of Education ensures that there is equity of access to curriculum-related e-resources across all schools regardless of decile:

‘This resource needs to be kept as a freely available right for all schools so that equity across all deciles or levels is ensured.’

Interviewed school librarians commented that schools would not have access to EPIC resources if it was not funded because school budgets are under significant pressure, and it is difficult to envision a future where schools have the capacity to subscribe to these services independently. They expressed that EPIC simply would not be affordable if the Ministry of Education were to stop funding the service. This is reinforced by the way that Operational Grants Funding (money a school Board receives from the government to run their school and achieve specified objectives) is allocated and the different priorities competing for this within a given school. Fundraising, reaching out to the Lions Foundation for grants, and other means of raising money to fund EPIC is simply “not a viable option” for schools in New Zealand.

Aotearoa People’s Network Kaharoa (APNK)

Aotearoa People’s Network Kaharoa (APNK) offers computer hardware and high-speed internet access through local public libraries funded by territorial authorities (i.e., city and district councils). APNK is currently used by 55 of all 66 public libraries in Aotearoa New Zealand and is comprised of the following three main components:

• High-speed internet and Wi-Fi connections

• Leased computer hardware, printers, and scanners

• Systems, security, and support.

Forty-three (43) of the public libraries that participated in our online survey (91%, n=48) indicated that their library uses APNK (the remaining five survey respondents do not) and that the APNK network and the provision of APNK hardware meet their library users’ expectations. Of these 43 responses, eight indicated that the APNK Wi-Fi network, and five indicated that the provision of APNK hardware exceed their users’ expectations. Survey responses indicated that libraries using APNK consider it to be an excellent and essential service which, in their view, competes well against other potential commercial suppliers:

‘[APNK] meets the needs of our users. We would be lost without it!’

‘It's great to be able to offer this service free to library users, and having APNK provided, free of charge, has been appreciated.’

‘We have many in our community who live in areas that are not covered by broadband or wifi and they rely on APNK. Others in our community can't afford to pay for broadband and don't want or don't know about Skinny Jump: they also rely on the APNK service.’

‘APNK provision and support is great! 2Degrees and Chorus have been so disappointing.’

Six libraries described the APNK Wifi network as underpowered and slower than what they would expect in today’s world. However, the majority endorsed it as being of great benefit to their communities. The hardware made available through APNK and its associated software, while appreciated, was, by contrast, the subject of a variety of critical observations. Most relate to problems with the printing of documents or the compatibility with different types of software:

‘The office suite of resources is needed for many of our users as they are not familiar with Chrome.’

‘I think many people live in a Word/ office world and are still sometimes a little perplexed by google/ documents.’

‘BYOD printing is frequently asked for but not supported by this solution.’

‘Chromebox devices do cause issues, but we need to have a PC type service for those not confident on laptops. We get complaints, asking why we don't have word etc. Feedback is that they would like Microsoft products and a standard keyboard. We have had complaints about the privacy of having to sign into Google, when all they wanted to do was update a CV etc. We explain the advantages of being able to save in the cloud, again more staff time and unhappy users. Most of our Chromebook users are happy, they are using the devices for different uses i.e., social media, games, etc and tend to be more confident using computers. Offering a mix of PC and Chrome devices would go a long way to providing better services to our community.’

‘The feedback from customers is about "Print from your own device". This service would be a game changer for the users and library staff.’

In the interviews, as well as in survey responses, public libraries provided a range of suggestions for how APNK could be improved, as well as setting out what they wanted to remain the same. Suggestions for improvement related mainly to the hardware, printing solutions, and provision of more training and support:

‘I would recommend: — keep up the hardware three-year renewal cycle — keep the APNK network — keep developing and updating the online staff training. Cost: for our small Council, we are always looking for financial support. We appreciate APNK's fees being moderate and affordable. As an aspirational goal, I would like to encourage APNK to explore the idea of digital hubs with devices such as tablets, portable projectors and speakers, 3D printers.’

‘Continue providing this service for free. Have more things on the start up desktop, link type things for people who are creating CVs or are job hunting.’

‘It [APNK] is going to have to move away from the basic application model - I was sitting there with a guy today struggling to get his CV from a Chromebook to WINZ - and really understand what the customer wants to use the devices for. Has a genuine customer consultation been done? But we would always look to protect access to Wi-Fi and computing. We are in a low income district and there are still many families without access to these things. Could there be an opportunity for APNK to partner with DIA to provide shared services - powerful with hardware, software, modems and help courses?’

‘Online lessons from very basic through to more sophisticated use.’

‘Go beyond equipment provision. […] Digital learning and teaching...or collaborating with Stepping Up.’

On the one hand, the provision of introductory training and support is significant considering that there are members of the community, such as the elderly, or people with disabilities, who have difficulty using the laptops and the software. On the other hand, some libraries have been experiencing an ongoing decrease in demand for APNK, possibly due to users increasingly obtaining their own devices.

The public library managers we interviewed emphasised how APNK is an essential service for their communities. Some stressed that they would not be able to provide APNK without the fee waiver, one library manager accentuating how “APNK is a lifeline”. Public libraries in rural areas have benefitted greatly from the internet access, with many people (including local residents and tourists) coming into the library more frequently to use this service.

Interviewees spoke to the clear advantages of working within a consortium through NLNZ, especially considering that the infrastructure required for the service would otherwise be prohibitively expensive if they had to pay for it themselves. Public library managers described support from NLNZ’s APNK team as “priceless”, given the difficulty in recruiting staff who have relevant library or academic training, back-end or system-management expertise.

One particular strength of APNK, as described by interviewed library managers, is its recent shift from PCs to Chrome devices (Chromebooks and Chromes stations) and the leasing of devices. For staff, this model facilitates easy set-up and maintenance; for library users, it allows for swifter and more mobile access. Because these services are centrally managed, any technical problems that arise can be resolved quickly. One particular advantage of having a strong wireless network is that library users, including children and young people, can borrow a Chromebook and then sit in different areas of the library: no one has to remain in one designated area providing access to stationary PCs. The Wi-Fi based Chrome stations can also be moved around the library without costs incurred for re-wiring.

While interviewees recognise that APNK delivers well on its intended purpose through a robust system, they signalled opportunities for improvement: sometimes the nationwide support for libraries to provide services to communities does not meet local needs within the consortium. For example, running printing services is an expensive cost, particularly for medium-sized and smaller libraries. Again, not being able to print from one’s own device was a significant loss in ability of the most recent refresh, cited by many interviewees on behalf of users.

Interviewees and survey respondents were unanimous in their assessment of APNK as being vital to the achievement of providing equitable access throughout Aotearoa New Zealand, increasing digital inclusion, and improving digital literacy in local communities. APNK could be considered as a core component of central Government’s development of a national digital strategy (14) as well as an important vehicle for initiatives such as the Digital Equity Coalition Aotearoa (15) and the Digital Inclusion Alliance Aotearoa. (16)

Local Authority funding and management

Local Authorities (councils) with an APNK subscription can opt out of the agreement as 30 June 2022 without incurring a penalty (unless they recently joined with NZLPP funding). Forty-Three (43) respondents indicated that their council is not considering opting out of the APNK subscription on 30 June 2022 or 30 June 2025, while three respondents indicated that their councils were considering this. Five public library managers believe that more central government funding and support will be required to keep APNK sustainable in their respective districts:

‘The funding model may need to change. Government may need to put more into the pot as technology increases in cost. Since people are being pushed to access services online, the understanding needs to be there that an accompanying infrastructure is crucial for smaller, more deprived communities in order to provide digital literacy skills.’

‘APNK may need to be more cost effective for both libraries and users with consumable products and will need to keep up with user demand for easier access to document creation and printing.’

Kōtui

Kōtui is a shared library management system which provides the infrastructure required for cataloguing, searching, managing collections, and sharing resources. It is available to Aotearoa New Zealand public libraries on subscription and includes a range of service options, including a discovery service. (17) Thirty-four (34) of the 48 libraries that responded to our online survey (77%) indicated that their library uses Kōtui (while the remaining respondents do not). Of these 34 public libraries, 30 agreed that Kōtui is important, or highly important, to their library. Smaller libraries in particular indicated that Kōtui was a highly important service which enabled them to manage their library collections properly. These libraries commented that existing budget constraints meant they would struggle to find an affordable substitute that delivered all the features that Kōtui provides:

‘For small underfunded libraries, Kōtui offers us features we could never have on our own.’

‘It would be difficult for us to find a substitute for all that Kōtui can do for us. It would also likely be a struggle for our IT department.’

Despite the highlighted importance of Kōtui to these libraries, there is a degree of dissatisfaction with its Enterprise discovery service:

‘Both are critical to our business. However, Enterprise is currently absolute rubbish - it is an early 21st Century webpage offer that desperately needs reworking, and isn't value for money. It is the source of most of our web customer complaints.’

‘Enterprise is not doing what we need it to do, it is complicated, limited in offering and we are just left to it. As a customer facing tool it is lagging behind other LMS discovery services.’

Libraries also emphasise their dependence on technical support and expertise from the NLNZ and their limited capacity to participate in the consortium by sharing ideas and expertise to ensure that Kōtui service is as efficient and effective as it can be.

‘Unfortunately, we do not have any capacity to share expertise. Idea sharing is a good idea. Just need a forum that makes it easy to do so. Time-poor staff need simplicity.’

‘We currently contribute staff to the wider work of Kōtui. We do struggle when told that something is unavailable and we don't have a team member with the time, expertise or experience to make it happen for our library. Why can't Kōtui take the lead in the transition? With new staffing we had hoped for more opportunities. There are new features that aren't being offered but that would benefit us. It would be great to see Kōtui taking the lead in offering new features. The html notice project is a perfect example - here is a feature- set it up yourself, if you need help, contact a library that had the staffing to figure it out... We don't have the staffing to even start that project so are stuck with the old letters when there is a better solution available. It would be great to be offered the help.’

‘We participate in meetings and provide feedback. Share info with other libraries when asked. We aren’t resourced enough to be on Kotui committees at this point.’

‘Our Library team is very small, only 10 people, 8FTEs. Our capacity is stretched, and we are very much the passive recipients of ideas and expertise. We would love to contribute to the consortium but I think that we are quite behind in terms of technology.’

Interviewed public library managers described Kōtui, the consortium, and NLNZ support as being critical for bringing public libraries into the modern information world with a library management system that does not leave them “stuck in the dark ages”. However, it was also noted by several interviewees that the Kōtui team are under-resourced, with a significant volume of priorities to address. This inhibits the extent to which time and effort can be dedicated to enhancements and future development.

The Kōtui and APNK Service Desk

Forty-three (43) of the 48 public libraries that completed the survey indicated that the Kōtui and APNK service desk meets the expectations of their library staff. Considerable commentary was provided in relation to the Kōtui and APNK Service Desk: there was an equal number of positive comments as there were critical observations and suggestions:

‘Inquiries are dealt with in a very timely manner and support is always there. Works very well. Responsive and skilled support provided / We are very happy with the excellent service we are currently receiving. Very supportive team.’

‘I think the service desk is very under-resourced and needs additional staff. I often feel they are stretched. Requests can be slow to be actioned but understandably so due to resourcing levels. Suggest more staff.’

‘There are varying levels, it can be jargon and misunderstanding. When we present with a problem specific to our library it is frustrating to be told that it is working fine at their end, when it is not working fine at our end... We didn't feel they took the time to understand our problem.’

‘Listen to stakeholders (clients) and their needs! This is not happening with the Kōtui Library Management and APNK Management. It is extremely frustrating as the services offered to public libraries could be so much better. Public libraries need to be treated as a client [...]’

Ngā Upoko Tukutuku: Māori Subject Headings

Ngā Upoko Tukutuku / Māori Subject Headings is a list of subject headings developed to assist cataloguers, archivists and indexers describe material either in, or about, Māori. (18)

Public libraries

Public library interviewees expressed their gratitude for Ngā Upoko Tukutuku, as they would not have the time or knowledge to develop Māori subject headings otherwise. One interviewee mentioned that there is still some uncertainty and a lack of confidence for non-Māori cataloguers when applying the subject headings, particularly if their Te Reo language fluency is not at an intermediate or advanced level. This presents an opportunity to support librarians in understanding the importance of Māori subject headings and the tikanga associated with their places of origin. One interviewee suggested that a guide outlining best practice would be useful to support this.

Thirty-four (34) of the 48 public libraries that responded to our online survey (70%) indicated that they use Ngā Upoko Tuktuku, while the remaining libraries indicated that they do not. Several respondents that do not use the service commented on the “lack of demand” for Ngā Upoko Tuktuku. One library manager expressed a view that the demographic group, to which their public library users are predominately affiliated, would not justify the use of Māori subject headings (“It's not so much the service but the relevance to our demographic”). This view was echoed by another interviewed library manager who suggested that the relevance of Ngā Upoko Tuktuku depended on the demographics of the environment a public library operates within. For example, whether there is a high volume of people who speak Te Reo using the library, or if there is a nearby learning institution offering a Te Reo language course.

Other public libraries without Ngā Upoko Tuktuku indicated that suitable staff training as well as the acquisition and cataloguing of more items in Te Reo Māori or about Māori would encourage or help their library to adopt this service. One respondent indicated insufficient space was a barrier to introducing Ngā Upoko Tukutuku, although they believed when building new physical infrastructure in the future it would be important to consider its inclusion.

Another highlighted consideration is the need to take into account Iwi differences in the use of Ngā Upoko Tukutuku within individual rohe. However, administrative boundaries of territorial authorities do not align with iwi areas of interest and an individual public library could find itself confronted with a range of alternative expressions in Te Reo Māori for one single subject area.

Tertiary, special and state-sector libraries

Twenty (20) of the tertiary, special and state sector libraries that responded to our online survey (40%) indicated that they use Ngā Upoko Tuktuku, while the remaining 31 libraries do not. When these libraries asked about what would encourage or help their library to adopt Ngā Upoko Tuktuku, respondents commented on staff capacity, awareness and understanding around applicability and use of Māori subject headings, training, and subsector-specific material:

‘More time - it's on our list but gets deprioritised. We need more time and more resources to learn more about how to adopt Ngā Upoko Tukutuku.’

‘[We need] knowledge of how to use them. Not sure how they apply to our fields of work.’

‘In a law library I need legal terms using Moys or Library of Congress classification.’

‘Alignment with science and unsure of correct use - so training maybe useful in this area / Some free training, easy to use guides, and some technology solution from Te Puna Services e.g., is there a way we can map our existing Subject Headings in our current LIS with the Māori Subject Headings within this database.’

Library interviewees in this sub-sector explained that they recognise the demand for, and importance of, Ngā Upoko Tukutuku, but have not had the capacity or time to engage with it yet so it is often not prioritised. This issue was particularly apparent for special libraries within government agencies that place a strong emphasis on incorporating a Te Ao Māori worldview and Te Reo Māori.

Of all library sectors and sub-sectors, tertiary libraries use Ngā Upoko Tukutuku most frequently and stressed how helpful this service is to support users studying Te Reo courses. Their libraries also appear to have strong advocates for this service who actively champion its value to users.

Print Disabilities Service

The Print Disabilities Service offers audiobooks for recreational reading to adults, young adults and children who have a print disability. Borrowers can access the collection through participating libraries, special needs teachers, and school libraries. This collection holds audiobooks on CD for adults, and e-books, audiobooks and physical audiobooks for young adults and children.

Public libraries

Forty-four (44) of all 48 public libraries that responded to our online survey (91%) expressed that they are committed to providing ongoing resources to customers with print disabilities, such as those with dyslexia, visual impairment, learning differences, and housebound users. Of these respondents, the formats they need the most support with to provide for customers with disabilities are, in order of descending need, audiobooks (such as physical CDs and MP3 CDs), e-books, and print media books.

Respondents commented on a desire for content that meets a diversity of disability needs and other support, such as sensory spaces. They indicated there are two key barriers: cost of the service and the requirement for users to verify having a recognised disability when this may be mild or undiagnosed.

Interviewed public librarians commented that this service fills a gap that individual libraries could not manage themselves, and customers appreciate it, particularly the range of formats available. Other interviewed public library managers explained that they have stopped using this service because many other libraries provide resources and support in this space, and they rely on those libraries instead. Some interviewees questioned the relevance of this service, given the growth in e-resources and a decline in use. There also needs to be greater consideration given to the redundancy of related hardware, such as CD and DVD or MP3 players.

It was suggested that there is a trend towards accessibility tools, such as Text to Speech (TTS) being built into electronic resources available in the library market, which presents an opportunity for Print Disabilities Service to expand its current offering to include such products. This responsibility might sit with EPIC in terms of coordinating access to relevant resources.

‘Content suitable for a range of disabilities e.g., dementia’

‘Graded readers, books designed for dyslexic customers, sensory spaces.’

‘We are testing Tablets for Housebound customers. Another barrier for our users is a cost of audio books on CDs. There are free Talking Books from the National Library but the users have to identified as with disabilities. I think that for some our users with mild or undiagnosed disability this is unfair and a significant barrier.’

Tertiary, special and state-sector libraries

These libraries are currently not customers of the NLNZ’s Print Disabilities Service, with the exception of prison library services which were not included in our online survey.

Tertiary library interviewees commented that they do provide a similar service through other external providers, such as the Marrakesh Treaty (for blind and low vision resources).

School libraries

Twenty-six (26) school libraries that responded to our online survey (23%) use the Print Disabilities Service, including the physical collection and the Wheelers e-platform. Respondents commented on the importance and value of this service to students that need it, highlighting the great benefits of the ePlatform for print-disabled students.

‘It is an amazing service and, although we don't use a high volume of resources, when we do, it makes such a difference to our akonga.’

‘The eWheelers platform targeted for our dyslexic students is amazing. We have a direct connection with the class of students and work with them weekly to provide support for SSR. This is not something we could justify spending lots of money on to only benefit a small percentage of our population so I am forever grateful that the National Library can so directly support students in need with the best technology and access. The teacher loves me, the students feel seen and excited about reading for once. The best thing I've done as a school librarian was touch base with the print disability services staff who have always gone out of their way to order audio CDS I've requested and support our students.’

‘The eWheelers platform hands down. A very targeted, future-focussed solution that is relevant and necessary in today's society to link our dyslexic students to books in a meaningful way that simply can't be achieved (or justified) as an individual school.’

The 87 school libraries that currently do not use the Print Disability Service indicated that this is case because:

• they were unaware of its existence

• they do not have any learners who qualify for the service

• they have sufficient resources in their own school library, or

• the learners concerned use the audio resources available from their local public library.

One school librarian noted that the service is promoted to the school's Special Education Needs Coordinators. Many respondents commented on already having access to the Wheelers ePlatform through their school. While the Print Disabilities Service does offer access to the Wheelers ePlatform specially for print disabled students, some schools choose to independently pay for their own subscription to allow for whole-of-school access.

Some respondents also expressed a desire for more physical print resources, which are in fact offered through this service, reinforcing the notion that not all school libraries are aware of the entire service offering. School librarians supporting their print-disabled learners suggested that NLNZ could try to offer a wider range of material, such as audio books with visual text capability and recently published age-appropriate literature in relevant formats.

‘Providing up-to-date fiction and non-fiction reading material.’

‘Would be great to have some popular titles available in large print.’

Interviewed school librarians explained that the Print Disabilities Service is not widely known in schools, despite the valuable resources it provides for learners with special learning needs. However, they also indicated that any increase in demand would put a great deal of pressure on what is essentially a relatively small collection.

NLNZ’s services to libraries through a sector lens

The customer insights gathered through our stakeholder engagement are presented and grouped above under each individual library service to which they relate. In the following, we draw on these insights to summarise the relative importance or relevance of NLNZ’s current Services to Libraries collectively within each library sub-sector. Similarly, on the basis of what we heard in our stakeholder engagement, we provide some reflections on the future of libraries and potential roles and options for NLNZ as a whole.

Public libraries

As described above in previous sections, all four main Services to Libraries are important to public libraries, particularly to those operating on a small scale in towns and rural areas. While the majority of public libraries value Te Puna interloan services, some of them outsource their cataloguing requirements. (19) The need for capability-building in relation to the optimal use Te Puna Services is a common theme across these libraries.

While EPIC e-resources are appreciated by public libraries, there is a concern that not all e-resource subscriptions are used frequently enough to justify their cost. In some instances, this has led to a perception of NLNZ adopting a ‘one-size-fits-all’ approach to public libraries that does not allow for much flexibility. Noting developments overseas, individual librarians have identified that there is an opportunity to harness the purchasing power of a larger group. They suggested that creating a nationwide model of core e-resource provision, potentially through EPIC, could be beneficial. This is significant, given that not all libraries will be able to afford to continue offering some e-resources to their communities after the fee waiver ceases. The more libraries affected by ensuing budget constraints that form a consortium, the greater opportunity there will be to negotiate licences at reduced rates.

APNK has demonstrated considerable public value by facilitating greater equity of access to the internet and thereby enabling public libraries to progress towards achieving their own strategic goals in relation to digital inclusion and digital literacy. For many small public libraries APNK is indispensable. Similarly, the relevance of Kōtui to public libraries is firmly grounded in its provision of a modern library management infrastructure that many of them could otherwise not afford. While APNK and Kōtui complement each other well in terms of enabling the creation of strong public value for local communities, public library managers have observed that these services are evidently under-resourced in terms of funding and staff. This restricts the extent to which they can allow for greater flexibility and greater involvement of local public library staff in their design and delivery.

Public libraries can make their own internal budgetary decisions about their subscriptions to Te Puna Services and EPIC. However, they can only advocate for, and recommend APNK and Kōtui to their councils which, in turn, may choose to use these services or prioritise them in any way: funding decisions about APNK and Kōtui rest ultimately with the territorial authority, not with the libraries themselves. For this reason, the relationship between individual library managers and their councillors is crucial. While some library managers feel that their councils will give them whatever they request, others are not so confident.

Most public libraries use Ngā Upoko Tukutuku. Reasons for not using them relate mostly to limited staff capability issues within the library. The NLNZ’s Print Disabilities Service is used widely and participants in our stakeholder engagement indicated a range of formats for which they would appreciate increased support (e.g., audiobooks).

Conclusion

Public libraries continue to be an important customer for NLNZ’s services which they rely on to operate at a professional standard and to contribute to the wellbeing of their local communities. There is potential for NLNZ to collaborate in greater depth with these libraries, creating partnerships that could allow for the flexible co-design of services as well as opportunities for building sector capability.

Tertiary, special and state-sector libraries

Within the library sub-sector of tertiary, special and state sector libraries, the Te Puna interloan service in particular is used widely across all institutions. Although some larger libraries mentioned a need for improved interoperability between Te Puna Services and their own library management systems, smaller libraries emphasised how essential Te Puna services are to their operations (both Te Puna cataloguing and Interloan services).

Indications are that due to the highly specialist nature of the e-resources required by these libraries’ users, EPIC is possibly of limited relevance and value to this sub-sector. The tertiary libraries that participated in our stakeholder engagement observed that they have, to a great extent, selected and adopted other library management systems, e-resources, and infrastructure without NLNZ support. Some have already formed among themselves cost-efficient co-sharing arrangements or consortia based on other platforms and specialist products which are specifically designed to meet the sophisticated needs of large tertiary institutions and are commercially available.

Indications are that NLNZ's services are potentially competing with other library solutions that are commercially available. For this reason, careful consideration needs to be given to the benefits of potentially attempting to compete with these markets, or whether greater benefits could be gained through focussing more on the provision of EPIC services in other library sub-sectors. This situation is possibly further exacerbated by the budget constraints currently affecting tertiary institutions. As a result, some tertiary and special libraries have indicated that, while it is “nice to have” some e-resources through EPIC, they are not essential and some of them are considering discontinuing their EPIC subscriptions.

In relation to Ngā Upoko Tukutuku, while there is a clear willingness to adopt them, there is limited staff capability and also a sense of unfamiliarity with Te Reo Māori.

Conclusion

Potentially, tertiary and special libraries may not be a focus for NLNZ beyond the provision of Te Puna Services. Indications were that NLNZ’s EPIC e-resources may not be sufficiently relevant to tertiary, special and state sector libraries to justify negotiating group licences for them. This is especially the case for some libraries which have established their own consortia using other platforms.

School libraries

While the majority of school libraries do not use the Record Manager within Te Puna Services, those that do use it rely heavily on the cataloguing function and experience efficiencies in administrative effort. Many school libraries opt for the Schools Catalogue Information Service (SCIS) or other cataloguing tools instead as they consider them to be more user-friendly, despite being more costly. Indications are that a key opportunity for improvement is supporting school librarians to better understand how to best use Te Puna Services, which NLNZ could facilitate.

There is general agreement among school libraries that EPIC is a fundamental offering used to access curated, reliable information that supports learning and research objectives. Students particularly value the referencing functionality and staff appreciate the opportunities for professional development. However, this is dependent on the school librarian having capacity and capability to show users how to engage with EPIC e-resources. The relevance of this service was emphasised strongly in our stakeholder engagement, given the digitised information and knowledge economy we live in and the importance of teaching students to use trusted sources, rather than resorting to generic search engines, such as Google, out of convenience.

There is a desire for more Aotearoa New Zealand-focused and age-appropriate content (in accordance with level of schooling), and shared access to digital resources, such as e-books. The majority of schools that participated in our engagement indicated that they would not be able to continue to subscribe to EPIC e-resources without continued funding support from the Ministry of Education.

The Print Disabilities Service, particularly the Wheelers ePlatform, is highly important to those school libraries that make use of it. However, the service does not appear to be widely known among all schools.

Conclusion

EPIC e-resources play a key role in contributing to the school curriculum and student achievement. School libraries could not afford access to EPIC databases without the subscription being subsidised by the Ministry of Education and managed by NLNZ on their behalf. Te Puna Services are also appreciated by those school libraries that use it.

New Zealand library sector perspectives on the future of libraries

A particular focus of our engagement was to ask people working in the library sector about how they see their library’s operating environment changing in the future, and what they believe will be the main challenges facing libraries in the next five years. Budgetary and funding concerns, advances in technology and the increase in demand for digital resources emerged strongly as shared themes across all library subsectors. This reflects similar developments overseas.

Suggested areas of change

The following sections summarise, by sub-sector, the future perspectives we heard from the library representatives who took part in our engagement, either in the online surveys or in individual interviews.

Public Libraries

Public library representatives indicated that the following four areas of change will have the most significant impact on their library’s operating environment over the next five years:

• library budgets

• advances in technology

• local government reforms

• long-term costs of managing physical and digital collections.

Public library managers commented on the relationship and interactions between public libraries and their councils, noting the growing council focus on wellbeing frameworks and outcomes, and a move towards some libraries co-locating and integrating with other council services. While some librarians in larger metropolitan public libraries expressed concern about the impact that these kinds of amalgamations may have on library budgets and relevance, others working in smaller centres embraced the merging of services and organisations (e.g., libraries, museums, galleries, local archives, council service desks) as an opportunity to strengthen the library’s role and elevate it to a central position within the local community.

Among the comments received as part of the survey, concerns were expressed on how the government’s Three Waters Reform Programme may impact on territorial authorities’ budget planning and lead to further constraints on library funding. One library manager commented that her library may be “expected to do more with the same amount of money or less”. However, another library manager noted, by contrast, that removing some infrastructure-related responsibilities from the council may lead to an enhanced spotlight on cultural and social contributions to communities, such as that of libraries. Iwi Māori co-governance arrangements could also become more important in the running of local public libraries. These views are reflected in the following statements drawn from submitted responses to the online survey:

‘If Three Waters goes ahead, then councils will have a total change in how or what they can do and focus on: that will have a major impact on libraries’ relevance, budgets, foci, and purview.’

‘Demographics of our changing population and how to pay for library services, including meeting the needs of diverse customers […] Disintegration of democracy and the role of libraries in sustaining democracy.’

‘I would love to have more staff who are qualified in areas other than library services, yet also have some basic library understanding and expertise. We need skills such as marketing, website development, event management and community development. I believe that Libraries need to move beyond expecting everyone to have library qualifications - and recognise that we have roles that require the skills of other professions.’

‘Collaborative resource sharing, both physical and digital Iwi co-governance.’

Further important areas of change shared by public library representatives included:

• the role of libraries in sustaining democracy in the modern world

• demographic shifts that require libraries to respond competently and appropriately to the needs of culturally and linguistically diverse communities

• the possible necessity to introduce user-pay approaches for some services

• rising user expectations in relation to accessing information and digital resources online

• need for library staff to possess a range of skills, not necessarily related to librarianship

• the digital divide.

In some instances, the NZLPP itself had a significant impact helping public libraries prepare themselves for some of the identified challenges that they are likely to face in the future. For example, one library provided the following commentary:

‘Until the availability of the NZLPP Programme, our libraries have been staffed and resourced almost exclusively as paper based library services. This programme has provided a base for major transformational change to align the library’s activities to the wellbeing goals of Council. Elected members are very happy with the lift to more people-centric service: the challenge will be for our very conservative Council to understand the value of providing an appropriate level of funding. None of our five libraries are located in fit-for-purpose facilities: the need for improvement and development of more appropriate facilities is a challenge - and is anticipated to be a growing challenge within the national infrastructure context of increasing costs due to supply, demand and a limited construction workforce. Depending on the outcome of the Three Waters and local government reform, there may also be many opportunities for libraries to grow their impact and influence on the wellbeing of local communities.’

Towards greater collaboration among public libraries

In our interviews with public library managers, a strong ethos was expressed in relation to libraries being, “at their heart, sharing facilities.” A hallmark of libraries is the accessibility of shared services within “community hubs”, where libraries are increasingly “absorbing other services” and “moving towards a mixed service model.” Consortia of libraries also offer greater clout and support for libraries throughout the country. For example, their greater collective buying power enables the library sector to determine direction rather than have it dictated to them by vendors. Libraries can learn to identify and tap into opportunities to share information, knowledge, and resources.

As cited above in relation to Te Puna Services, there is a desire in this sub-sector for greater interaction between public libraries located within the same geographic region:

‘We outsource cataloguing and could work with regional libraries to provide a local interloan service or in collaboration with other Kōtui libraries.’

This kind of vision is already being realised. For example, in 2015, Western Bay of Plenty Libraries, together with the Rotorua and Whakatāne public libraries used Kōtui to join together and create a shared collection management system across their respective districts and territorial authorities. Since that time, this collaboration has expanded to form a One Library Card system that includes Kawerau, Ōpōtiki, and Taupō public libraries. Library users can now access any of the libraries in this regional collective using just one library card.

Some Aotearoa New Zealand libraries are members of the, SMART (Sharing and Managing a Region Together) consortium, to establish collaborations between tertiary and public libraries within their geographic region. SMART Shared Services incorporates the libraries of Masterton District, Hutt City, Wellington Institute of Technology (WelTec), Whitireia NZ, Porirua City, and Kapiti District. Like the One Library Card in the Bay of Plenty, a regional SMART library card allows customers to use any of the member libraries. The libraries operate a merged bibliographic database while maintaining independence of policies as appropriate for the individual entities. (20)

Tertiary, special and state-sector libraries

Survey respondents from tertiary, special, and state sector libraries indicated that the most significant areas of change in their library operating environments over the next five years are:

• increased demand for digital resources

• advances in technology

• reduction in budget.

Respondents commented that, with the advances in technology and artificial intelligence, many skills that are common within the library workforce now will become less important:

‘There is a need for a wider range of skills within the library workforce.’

‘Diminution of the library service as staff expertise is not seen as important with digital resources.’

‘All of Health re-organisation from July 2022. All District Health Boards being merged into one. Centralisation of e-resources probably good if funded appropriately, but loss of local input/oversight is worrying.’

Several respondents commented on the potential implications of external factors bearing on their sub-sector, such as the health and disability sector reforms, copyright licensing, intellectual property and cost concerns relating to the use of digital resources. Several respondents noted the potential for enhanced collaboration and efficiency through more joined-up, streamlined services, as the existing systems all require different platforms and billing. Tertiary institutions noted the importance of librarians as providers of pastoral care for some students and the need for them to be prepared for this.

Interviewees commented on trends in format of material, including fewer physical journals and more electronic journal databases, and a shift towards greater open access resources. This blend of print and digital content varies by sub-sector and discipline, with vocational learning demonstrating a preference for both print and a mix of digital learning media. This raises questions around specific policies and access rights pertaining to each library institution. Furthermore, the continuation of physical material necessitates sufficient storage space.

The tertiary library landscape will transform with the amalgamation of ITP (Institutes of Technology and Polytechnic) libraries, which will potentially enhance library visibility, voice, equity of access, and buying power.

Special libraries commented on the impact of user preference for independently engaging with library offerings, due to remote working or working from home and a desire for self-service functionality.

School libraries

The school library environment is heavily reliant on school resourcing, such as operational budgets, and as a result is influenced by principals and boards of trustees who are not mandated to support the provision of a library space or staff for schools. This requires school libraries to constantly promote themselves and demonstrate their value to justify dedicated funding. This is a constant challenge for school librarians and teachers as they manage multiple competing priorities. At secondary schools, COVID-19 has significantly impacted budget, due to loss of international students.

School librarians suggest there is a balance to strike between the volume of print and digital content provided at schools, with both formats presenting benefits to building literacy at various developmental stages. Similarly, technology redundancy will require greater consideration as to material such as CDs and DVDs with the absence of CD and DVD players, and expensive licenses to access these online.

Te Ao Māori

In February 2022 a kind invitation was received to participate in an online hui organised as part of NLNZ’s Workforce Capability Framework Co-design project. Allen + Clarke had an opportunity to ask questions and to hear from respected Māori library sector representatives about how Aotearoa
New Zealand’s library sector could better reflect and incorporate Te Ao Māori as an integral part of how a library meets community interests (beyond the use of Ngā Upoko Tukutuku).

With regard to the current state of libraries the observation was made, and endorsed, that Māori working in public libraries, as well as in tertiary libraries, feel there is considerable ‘cultural tax’ bearing down on them. They do not see themselves reflected in the way libraries operate and yet they are often burdened with being the one and only ‘go-to expert’ for all matters relating to Te Ao Māori within the organisation. This often seems symptomatic of a 'fear of getting it wrong' on the part of non-Māori library staff. There is typically no team of Māori staff.

There is also a general sense of a ‘watering down’ of indigenous ways that has ultimately led to the adoption and application of approaches that fit prevailing (Eurocentric and secular) narratives. Participants indicated that it is time to break the mould. Rather than trying to fit, or press, Te Ao Māori and Kaupapa Māori into the predominating concept or template of a contemporary library, the future of libraries from a Māori perspective needs to be based on a ‘flax roots-up’ co-design approach. There are a range of opportunities that come with this, including:

• acknowledgement of marae and wharenui as libraries, that is, “as places filled with our stories that are shared”

• shift towards becoming the Kaitiaki (guardians)of pūrākau and mātauranga Māori rather than acting as the Kaipupuri (keepers)

• acknowledgement that there is no ‘pan-Māori’ design for all and that rohe are individual spaces with differing aspirations and values

• incorporating basic reo and mātauranga Māori into librarianship training, including tikanga and kawa.

An opportunity was identified in the workshop for NLNZ to engage collaboratively and meaningfully with Māori and to support iwi-led initiatives through the provision of pūtea and resources. This would empower iwi to develop their own repositories of knowledge and create a firm basis for lifelong learning. There need to be specific budgets that prioritise kaupapa Māori within the library sector as well as the development of Māori leadership roles to lead these Kaupapa. This could occur by fostering tēina tuākana relationships. Similarly, it is important to ‘desecularise’ libraries and draw on collective intelligence which,

‘In the Māori world, is often the unseen spiritual dimensions of energy such as mana (dignity, power), hau (reciprocity), and mauri (life force). The knowledge code is a powerful imprinting transmitted from one generation to the next, a formidable intergenerational memory bank held in the collective mind of various Indigenous groups, including Māori.’ (Ko te hautūtanga Māori me te whakatau tikanga whaihua)

Funding

Opportunities to increase efficiencies and reduce costs

Public library survey respondents indicated that if content could be nationally licensed, their library would prioritise streaming services, news and current affairs resources, and e-book content. They also indicated a preference for general reference tools (such as encyclopaedias), open access initiatives, and training resources.

A range of stakeholders commented that greater cross-sector collaboration and resource-sharing could increase efficiencies, reduce costs, and simultaneously promote awareness of other library offerings. For example, school librarians directing their students to visit local public libraries to access topical and historical information through the NewsBank news database resource; and consortium deals for aggregate platforms, such as ProQuest Ebook Central.

This is particularly relevant given that many libraries across all sub-sectors have indicated there is significant duplication and overlap between their respective collections. Moreover, this would enable library users to transition smoothly between different types of libraries. Therefore, it would be beneficial for NLNZ to play a key role in brokering cross-sector relationships and collective resourcing arrangements.

Implications of the NZLPP fee waiver ceasing

Several public libraries commented that Te Puna was a critical service that has been accounted for in future budgeting. EPIC, by contrast, has not been similarly prioritised, possibly given the associated costs and reduced use, as reported by some public libraries. In many instances libraries such as these cannot afford to take on additional subscriptions that were funded by NZLPP for the last two years and have indicated that they will return to the pre NZLPP funding level once the fee waivers cease.

Many libraries reported that they used money saved from the fee waivers to invest in and support other library initiatives or programmes, which will cease once the fee waivers come to an end. It is highly likely that some libraries will need to cancel subscriptions to other resources in order to be able to still afford the NLNZ’s services. In many cases strong justification will be needed to retain them.

Suggested roles for NLNZ

Considering the future as outlined above, the following are ideas suggested by library representatives in relation to potential roles for NLNZ within theAotearoa New Zealand library sector.

Public libraries

Feedback from some public library interviewees indicated an underlying tension exists between public libraries, as service providers of local government, and NLNZ as an agency of central government:

‘It feels more and more like National Library (NL) is a government department, and knows what is best for public libraries. We should be on the same side, working together. There were a few issues this year where, if NL had asked public libraries what they thought before making a decision, it would have had a better outcome. NL should communicate in a meaningful way rather than assuming they know what is best for us.’

Interviewees commented that NLNZ, in fulfilling its own strategic objectives, could reflect the strategic goals and multiple purposes of public libraries. On the one hand, public libraries are stakeholders in the Public Libraries of New Zealand (PLNZ) Strategic Framework 2020-2025 (21) and, on the other, they are also instruments for achieving the strategic outcomes (including wellbeing outcomes) of their respective local authorities. NLNZ could work more closely with the public library sector (and Taituarā - Local Government Professionals Aotearoa (22)) to develop an understanding of the operating environments of these libraries, including their practical realities and everyday challenges.

In addition, NLNZ could play an important role in facilitating successful regional (or even national) collaborations between public libraries as well as with other organisations (e.g., within the broader GLAM and archives sectors). NLNZ, as an agency within the Department of Internal Affairs, could also adopt an advocacy role within local government, assisting and reinforcing PLNZ and others (e.g., Taituarā) in the promotion of the societal benefits of libraries. NLNZ could also act as a mechanism or conduit between central and local government to coordinate funding opportunities. Other specific suggestions from library representatives included the provision of:

• digitisation equipment (basic setup) for public libraries to borrow for a period of time in order to digitise local heritage collections

• STEM resource kits for loan, especially during school holidays

• long-term nationwide funding

• marketing campaigns targeted towards non-users to raise awareness of library holdings, amplifying local efforts and helping create a support case for greater local government investment.

Tertiary, special and state-sector libraries

A strong theme in this sub-sector was the urgency of building library expertise and a skilled library workforce. NLNZ could take a more central role in library education and training. This might include sponsoring internships or offering specialist courses in conjunction with relevant training providers:

‘Please support the skill development of existing and new staff.’

‘The other thing is to have a national view of the skills and experiences needed for the sector. It would be useful to have some initiatives from the National Library on how to attract new skills and upskill the existing workforce.’

NLNZ could also facilitate collaboration opportunities to enhance knowledge and technology sharing for large scale digital activities and services. Such opportunities could include facilitating national solutions for digital shared services such as a nationwide e-book lending service, national digital heritage archive with access for individual libraries, and academic journals and research databases. Access to bulk purchasing deals including devices, such as tablets, and better discounts on EPIC products would be welcomed. Librarians working in tertiary and special libraries also identified a possible advocacy and support role for NLNZ to helping libraries to market and promote their offerings:

‘Be a professional source of support for continued services and provision of on the ground, local librarians.’

‘Advise on what are the best options for growing and operating a small tertiary library.’

‘Advocate on the value of information professionals.’

School libraries

NLNZ could actively promote EPIC within primary schools, so teachers are more aware of e-resources available. School facilitators could be incentivised to reach out to school libraries directly rather than waiting for requests in order to increase the awareness of available support: the reduced number of school facilitators poses challenge to engaging with all schools, even online.

Taking a strategic approach to service provision

Distilling the broad range of perspectives gathered during our engagement, Aotearoa New Zealand libraries see approaching on the horizon a growing demand for digital resources, rapid advances in technology and an uncertain funding environment. Those public libraries that are alert to these developments are already responding by forging closer working relationships with each other, with their councils, and with other local organisations. Tertiary libraries are establishing shared collection management systems and small specialist libraries are connecting more with global networks associated with their subject areas. School libraries acknowledge the growing significance of digital literacy and inclusion in Aotearoa New Zealand education and consider the e-resources provided through NLNZ’s EPIC service, for example, to be vital to their school’s future learning environment.

Overall, the following themes emerged from the stakeholder engagement with library representatives across sub-sectors:

• Across all library sub-sectors, there is a scarcity (or even absence) of qualified library staff, professional capability-building opportunities, Māori leadership, and viable librarian career trajectories.

• Some public and tertiary sector libraries are sharing systems and resources collaboratively as a means of responding to the ongoing challenges of budget constraints, increasing demand for digital resources, and rapid technology changes.

• Small specialist libraries could benefit from more infrastructure support.

• Te Ao Māori and the Treaty of Waitangi partnership between the Crown and iwi do not appear to feature at the centre of library sector operations but on the periphery.

• There is an opportunity for libraries to respond more fully to the linguistic and cultural diversity of the communities they serve.

• Some school libraries are dependent on EPIC for electronic resources but need more support to understand how to get the best out of their subscriptions.

Although our engagement was primarily focused on NLNZ’s Services to Libraries, it became clear that the future challenges facing the Aotearoa New Zealand library sector cannot be addressed by Services to Libraries alone (for example, the need for professional development and librarianship education, incorporation of Te Ao Māori etc.).

For this reason, there are two interrelated questions that are worthy of consideration in the development of potential strategic options for the future:

• How could the Services to Libraries be adapted to respond to the identified needs of the library sub-sectors they serve to support progress towards achieving NLNZ’s long-term strategic objectives?

• How could NLNZ as a whole best respond to the identified needs of the library sector to progress towards achieving its long-term strategic objectives?

Conclusion

When considering the importance to New Zealand libraries of NLNZ’s Services to Libraries and their future sustainability, this Review found that there is value in providing a range of different services. For libraries to continue to thrive, there needs to support for services that are of most value to the New Zealand library sub-sectors and the communities they service.

There are challenges that could be addressed if NLNZ adopts a partnership approach with the library sector(s). An important part of adopting this partnership approach is working collaboratively with library sub-sectors to meet their specific needs and priorities. Under this model, the NLNZ could lead and encourage libraries to work together as sub-sectors and nationwide, where there is collective benefits in doing so. Partnerships could also contribute to strengthening workforce capability and sustainability, and encourage Te Ao Māori to be embraced across the sector.

The types of priorities and needs across the public, tertiary, special and state sector libraries and school libraries have been articulated by those who contributed to the research contained in this report. These perspectives provide insights for the future direction of library services in Aotearoa New Zealand.

Appendix

Survey questions

Purpose

The purpose of the surveys was to provide the New Zealand Libraries Partnership Programme (NZLPP) with a view of how libraries in Aotearoa see their operating environment in five years’ time and how the National Library of New Zealand’s Services to Libraries can best support them. 

Data gathering method 

In consultation with National Library of New Zealand (NLNZ) staff, three online survey questionnaires were developed, and tailored for three sub-sectors. These surveys were for public, tertiary, and special libraries, and were distributed to library managers around the country late in February 2022. The survey for school libraries early in March 2022. 

Questionnaire design 

Allen + Clarke’s project team met with key sub-sector representatives from the NLNZ to consider the desired focus of the questionnaire design for each survey. This included consideration of factors to optimise questionnaire design and garner greater responses such as time required to complete the surveys, skip logic pathways (23) and options for respondents to provide comments through open-ended, textbox answers. 

The questionnaires for each survey were shared with the key sub-sector representatives and other stakeholders from the NLNZ for review. After various iterations were developed, the final questionnaires were approved by the NLNZ for dissemination via the surveys. 

Pilot surveys 

The SurveyMonkey tool was employed to create the three online surveys, collect responses and analyse results. Pilot surveys for each sub-sector were also developed and disseminated to key sub-sector representatives and other stakeholders from the NLNZ for further feedback and testing. 

Services to Public Libraries survey 

The first section of this survey asked respondents the name of their library and the most significant areas of change in their library operating environment over the next five years, with response options such as advances in technology and user demand for digital resources. 

The second section of this survey provided a description of Te Puna Services and asked respondents if their library uses this service. 

• If respondents did not use this service, they were asked to comment why. 

• If respondents did use this service, they were asked to rate its components (Online Computer Library Centre – Cataloguing tools and Online Computer Library Centre – Interloan tools) in terms of their overall continued importance to the respondent’s library and suggest how the service could be changed to remain relevant to their library in the future. 

The third section of this survey provided a description of the Aotearoa People’s Network Kaharoa (APNK) and asked respondents if their library uses this service. 

• If respondents did use this service, they were asked to rate the extent to which the provision of APNK hardware (chrome devices, scanner, printers) at their library meets their library users’ expectations and comment why. They were also asked to rate the extent to which the provision of the APNK network (APNK Managed and APNK Library) at their library meets their library users’ expectations and comment why. 

• Respondents were asked how APNK could best help their library achieve the strategic goals in the Public Libraries of New Zealand’s Strategic Framework 2020-2025 for public libraries as spaces for people to acquire and develop digital literacy skills and access emerging technologies. They were also asked how APNK will need to change in order to remain relevant to their library in the context of their library business and operating environment in five years’ time. 

• Respondents were asked whether their Council is considering opting out of the APNK agreement on 30 June 2022 or 30 June 2025. If respondents selected yes, they were asked what date they were proposing to opt-out and what would change their mind. 

• Respondents were asked whether their Council was considering paying for a subscription for the APNK network and not taking the hardware (Chromebook and/or Chrome stations), printing solution, printers and/or scanners. They were also asked when they are thinking of moving to a “network only” solution and what would make them change their mind. 

The fourth section of this survey provided a description of Electronic Purchasing in Collaboration (EPIC) and asked respondents if their library subscribes to e-resources through EPIC. 

• If respondents did not subscribe to e-resources through EPIC, they were asked about their reasons for not subscribing to e-resources through the EPIC Consortium, with checkbox options such as limited knowledge about the full range of content available. 

• If respondents did subscribe to e-resources through EPIC, they were asked to rate how well they think the subscription options available through EPIC are enabling their library to meet user content demand and comment. They were asked how services provided through the EPIC consortium could be improved. They were asked about what kind of content they would like to see more of in order for EPIC resources to remain relevant to their library in the future, with checkbox options such as e-Book content and open-access initiatives. They were also asked what their library would envision as priority content if content could be nationally licensed, with checkbox options such as news and current affairs resources and general reference tools. 

The fifth section of this survey provided a description of Kōtui and asked respondents if their library uses this service. 

• If respondents did use this service, they were asked to rate its components (Discovery services and Shared library management system) in terms of their continued importance to the respondent’s library and comment. They were asked if their library is considering leaving Kōtui within the next five years and what would make them change their mind if they responded yes. They were asked to outline their team’s capacity to participate in the Kōtui Consortium by sharing ideas and expertise, ensuring that Kōtui is as efficient and effective as it can be. They were also asked to rate the extent to which the Kōtui and APNK service desk meets the expectations of their library staff and comment why. 

The sixth section of this survey asked respondents if their library uses Ngā Upoko Tukutuku (Māori subject headings). 

• If respondents did not use this service, they were asked about what would encourage or help their library to adopt Ngā Upoko Tukutuku. 

The seventh section of this survey asked respondents if their library is committed to providing ongoing resources to customers with print disabilities (i.e., those with dyslexia, visual impairment, learning differences and housebound customers). 

• If respondents selected yes, they were asked about what sort of formats their library needs the most support with to provide for customers with disabilities, with checkbox options such as books (e.g., physical large print) and eBooks. 

The eighth section of this survey asked respondents to rate how likely it is that their library will prioritise funding for Te Puna Services after the waiver ceases in June 2022 and comment why. They were also asked to rate how likely it is that their library will prioritise funding for the same number of e-resources (or more) through EPIC after the waiver ceases in June 2022 and comment why. 

The final section of this survey asked respondents to provide any further thoughts on their library’s future and how NLNZ can support them. 

Review of (school) Library Services survey 

The first section of this survey asked respondents the name of their school; the school postcode and/or Ministry of Education institution number; and their role in the school, with checkbox options such as library assistant and library manager. 

The second section of this survey provided a description of EPIC and asked respondents to rate how important EPIC is to their school’s online learning environment. They were asked to rate how frequently EPIC offers content that is relevant and useful to the curriculum. They were asked to rate how confident they are that they can identify the best e-resources to support students and teachers with their curriculum needs; teachers generally find what they are looking for in EPIC; and most students at their school access and use the e-resources made available through EPIC, and comment. They were also asked how EPIC e-resources are delivered in their school, with checkbox options such as through a link to the National Library EPIC access page, and comment. 

The third section of this survey asked respondents whether they think there are barriers to making full use of all relevant content and resources available through EPIC and comment on these barriers if they responded yes. They were asked to rate the extent to which it is likely that their school would have capacity to fund e-resource subscriptions should the Ministry of Education discontinue EPIC for New Zealand schools in the future and comment. They were asked whether their school has any other or alternative digital resource subscriptions (e.g., World Book Online, JSTOR) and comment on these if they responded yes. They were also asked to provide any further comments about EPIC for New Zealand schools and their school library. 

The fourth section of this survey asked respondents if they use Record Manager through Te Puna Services. 

• If respondents did use this service, they were asked to rate Record Manager in terms of its overall continued importance to their school library and comment. They were also asked to suggest how NLNZ could help their school library get the best out of Record Manager. 

• If respondents did not use this service, they were asked whether they use another cataloguing tool instead of, or in addition to, Record Manager and specify. 

The final section of this survey provided a description of NLNZ’s Print Disabilities (PD) Service and asked respondents if their school uses this service. 

• If respondents did not use this service, they were asked why they do not use this service, with checkbox options such as not being aware of the PD service and not having any students who qualify to use the PD service. 

• If respondents did use this service, they were asked which parts of the PD service (physical collection and/or e-platform (Wheelers)) their school uses. They were asked how NLNZ can continue to best support their school’s print-disabled students. They were also asked about the single most useful thing the PD service could offer, or continue to offer, to schools to support print-disabled students. 

Services to Libraries – Tertiary, State Sector and Special Libraries survey 

The first section of this survey asked respondents the name of their library and which category type (tertiary library, special library that received a NZLPP fee waiver or special library that did not receive a NZLPP fee waiver) applies to their library. 

• If respondents selected tertiary library, they were asked about the most significant areas of change in their library’s operating environment over the next five years, with checkbox options such as advances in technology and increased demand for digital resources. 

• If respondents selected special library that received a NZLPP fee waiver, they were asked about the most significant areas of change in their library’s operating environment over the next five years, with checkbox options such as withdrawal of funding by host organisation and availability of qualified staff and library management expertise. 

• If respondents selected special library that did not receive a NZLPP fee waiver, they were asked about the most significant areas of change in their library’s operating environment over the next five years, with checkbox options such as availability of qualified staff and library management expertise and increased demand for digital resources. 

The second section of this survey provided a description of Te Puna Services and asked respondents if their library uses this service. 

• If respondents did use this service, they were asked to rate its components (Online Computer Library Centre – Cataloguing tools and Online Computer Library Centre – Interloan tools) in terms of their overall continued importance to the respondent’s library and suggest how the service could be changed to remain relevant to their library in the future.

• They were asked to describe any other competing services which they find more important and useful than Te Puna services, and for which their library may prioritise funding and resource in the future. They were also asked how to rate how likely it is that Te Puna services will continue to be affordable when the waiver ceases in June 2022, considering the impact of COVID-19 and the current resourcing pressures that their library is confronted with, and comment. 

The third section of this survey asked respondents if their library uses Ngā Upoko Tukutuku (Māori subject headings). 

• If respondents did not use this service, they were asked about what would encourage or help their library to adopt Ngā Upoko Tukutuku. 

The fourth section of this survey provided a description of EPIC and asked respondents if their library subscribes to e-resources through EPIC. 

• If respondents did not subscribe to e-resources through EPIC, they were asked about their reasons for not subscribing to e-resources through the EPIC Consortium, with checkbox options such as limited knowledge about the full range of content available. 

• If respondents did subscribe to e-resources through EPIC, they were asked to rate how well they think the subscription options available through EPIC are enabling their library to meet user content demand and comment. They were asked how services provided through the EPIC consortium could be improved. They were asked about what kind of content they would like to see more of in order for EPIC resources to remain relevant to their library in the future, with checkbox options such as e-Book content and open access initiatives. They were also asked what their library would envision as priority content if content could be nationally licensed, with checkbox options such as news and current affairs resources and general reference tools. 

The fifth section of this survey asked respondents to rate how likely it is that their library will prioritise EPIC subscriptions after June 2022 and comment. They were also asked if their library will be able to subscribe to just as many resources through EPIC and comment. 

The final section of this survey asked respondents how the National Library’s Services to Libraries can best support them to navigate their library through changes in demand, competition and technology that are likely to impact on the operating environment of libraries over the next five years. 

Footnotes

1. New Zealand Libraries Partnership Programme — National Library of New Zealand
   "Libraries to help with jobs and community recovery" — Beehive.govt.nz

2. Refer to the following webpages for an in-depth and topical overview of current trends in library technology and systems:

   Library Technology Guides
   "The Systems Librarian: Library Technology International" — Information Today, Inc.
   2022 Library Systems Report — American Libraries

3. "Open Systems in the age of Library Services Platforms: Meeting expectations for interoperability and extensibility" — Library Technology Guides

   "Open ecosystems: The heartbeat of modern librarianship" — OCLC

4. "Budgeting for the New Normal: Libraries Respond to COVID-19 Funding Constraints" — Library Journal

5. The Future for Local Government Review is an independent Ministerial review established in April 2021 to consider how New Zealand’s system of local democracy and governance will evolve over the next thirty years. Its interim report, Ārewa ake te Kaupapa, was published in September 2021: Ārewa ake te Kaupapa: Raising the platform (PDF)

6. The contents of the EWP were agreed by Cabinet in March 2021 and include a strategic programme of investment in school property. Refer to the Kōrero Mātauranga website for further information: About Kōrero Mātauranga

7. WorldCat is the world’s largest network of library content and services. WorldCat libraries are dedicated to providing access to their resources on the Web, where most people start their search for information: WorldCat

8. CONTENTdm provides improved access online to digital library collections. CONTENTdm

9. Online Computer Library Centre (OCLC): a non-profit, membership, computer library service and research organisation: Online Computer Library Centre (OCLC)

10. GOBI Library Solutions

11. It is important to note that 113 school libraries represent approximately only 12% of all school libraries in New Zealand.

12. The Schools Catalogue Information Service (SCIS)

13. Council of Australian University Librarians (CAUL)

14. The Digital Strategy for Aotearoa — digital.govt.nz

15. Digital Equity Coalition Aotearoa (DECA)

16. Digital Inclusion Alliance Aotearoa

17. The individual components of the Kōtui library management system, some of which are interdependent, can be itemised as follows: a library management system for physical items (Symphony from SirsiDynix); a mobile phone app (SirsiDynix and Solus); a discovery service which provides search facilities across physical and electronic items (Enterprise from SirsiDynix); a discovery service which brings together content from databases and local content (EBSCO); a catalogue enrichment and readers’ advisory service (Syndetics Unbound from ProQuest); a centralised data hosting service including backup and recovery and disaster recovery (Computer Concepts); and New Zealand-based administration and support (from NLNZ). Refer also to the Kōtui page on NLNZ’s website.

    About Kōtui services — National Library of New Zealand

18. For more detail, about Ngā Upoko Tukutuku please refer to the relevant pages on NLNZ’s website.

    How Ngā Upoko Tukutuku works — National Library of New Zealand

19. It is important to note in this context that some of the outsourced cataloguing suppliers also use Te Puna Services. Furthermore, because Kōtui libraries also use Te Puna Services collectively, some individual Kōtui libraries may not be aware they are using it.

20. SMART is based on a cloud-based Spydus library management solution developed by the Australian company CIVICA. Refer to CIVICA’s case study about the SMART library collaboration in the lower North Island: SMART move by NZ libraries pays off — CIVIA (PDF)

21. National Strategic Framework booklet 2020 - 2025 — Public Libraries of New Zealand

22. Taituatarā

23. Skip logic is a feature that changes what question or page a respondent sees next based on how they answer the current question.
    SurveyMonkey

About Allen + Clarke

Founded in 2001, Allen + Clarke is an established and respected consultancy with offices in Melbourne and Wellington. Allen + Clarke is managed by two Managing Partners, Matthew Allen (based in our Wellington office), and Paul Houliston (based in our Melbourne office) who share ownership with six senior staff. We have more than 120 staff, and work with a large number of partners with either specialist or sector knowledge. Our areas of work cover policy, regulatory design and business change services; evaluation and research services; and governance, secretariat and programme management services.

Acknowledgements

The project team would like to thank the staff at the National Library of New Zealand for their support, guidance and sharing of knowledge. We would also like to thank the interviewees and focus group participants from across the library sector who gave up their time and offered valuable insights for this work.