Executive summary

This report has been written to affect the interest of public library managers regarding

the possibilities of e government for libraries, and designed to help them become in 

volved in the e agenda of their local authorities and/or national government. It examines

a number of common strategies among leaders in e government service provision. These

strategies include access; linking communities online; transactions; content; and learning

and development. Practical issues that must be addressed are leadership; change 

management; partnerships; organisational structures and skills; customer care; data 

protection, security, privacy and ethics; resources; and management information.

One of the biggest changes libraries need to make is for them to see themselves as

supporters of their city's agenda. No longer can libraries simply exist as a  good thing .

They need to be seen as an integral part of local government, providing access to 

government information, and the means by which all people can access information and

conduct transactions. The role of public libraries is changing. The need for public

libraries to reinvent themselves is becoming increasingly urgent as the digital age 

fundamentally changes the way people use and access information. 

There are different contexts in which e government can exist in different countries.

The best practice libraries that have taken on the challenge of promoting the e agenda

are described in the appendix as case studies. 

The following action plan for success has emerged from the case studies and general

research:

  Ensure a seat at the Information Management Group of the Council.

  Promote the library as the public service institution best suited to deal with enquiries

about council services, and organise knowledge of the latter.

  Train all staff to an appropriate ICT level and maintain these cataloguing skills.

  Make staff available to train the public.

  Be an advocate for e delivery. Share the lessons libraries have learned in providing 

e services over the years.

  Lead in providing transactional services, but be aware of the cultural changes

required within the library and the rest of the council.

  Demand library management systems that provide timely and comprehensive 

management information.

  Create effective active partnerships.

  Engage, or become, a marketing specialist. Marketing will be essential in achieving a

shift to Electronic Service Delivery.

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