[access-uk] Re: FW: [RNIBTalkingBooksArena] rniblibrary.com

  • From: <Clive.Lever@xxxxxxxxxxx>
  • To: <access-uk@xxxxxxxxxxxxx>
  • Date: Thu, 30 Apr 2015 10:14:32 +0000

Hello Jackie,

I feel what we should now be advocating is a 'monitor and review' approach.
Say, after six months live they would take stock of how much take-up they are
getting, and what sort of feedback they are getting. Then they should report to
the customers what sort of frustrations they have told the developers about,
and give six-monthly updates along the lines of: "You said...we did...tell us
more by contacting..."

They cannot just rely on the help desk teams to feed back their own
experiences. I hope they are also talking about what aspects of the service the
team members get ear-bashings about. It didn't seem clear to me in their
respose whether they were saying: "We ask the helpdesk team because they use
the system a lot", or "We ask the helpdesk team because they hear it from you
guys". I just wouldn't want them to fall into the trap I noticed at banks in
the eighties. Because they had blind staff who had no problems getting money
out of the bank, they thought all was well for blind people. A. Blind staff
will be more expert in their bank systems, and B. Bank staff were getting money
out of the bank during their lunchbreaks, where some of the rest of us didn't
walk past the bank till after its closing time, and may have struggled with
old-style A T Ms which bank staff never needed to use in anger...that last
sometimes being the operative word.

Best,
Clive


From: access-uk@xxxxxxxxxxxxx [mailto:access-uk@xxxxxxxxxxxxx] On Behalf Of
Jackie Brown
Sent: 30 April 2015 10:41
To: access-uk@xxxxxxxxxxxxx; 'BCAB Discussion List'
Subject: [access-uk] FW: [RNIBTalkingBooksArena] rniblibrary.com

This is RNIB's response, and I thought it only fair to forward their comments
in light of my own justified rant yesterday.

Kind Regards,

Jackie Brown
Emails: thebrownsplace@xxxxxxxxxxxxxx<mailto:thebrownsplace@xxxxxxxxxxxxxx>
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From:
RNIBTalkingBooksArena@xxxxxxxxxxxxxxxxx<mailto:RNIBTalkingBooksArena@xxxxxxxxxxxxxxxxx>
[mailto:RNIBTalkingBooksArena@xxxxxxxxxxxxxxxxx]
Sent: 30 April 2015 09:27
To:
rnibtalkingbooksarena@xxxxxxxxxxxxxxxxx<mailto:rnibtalkingbooksarena@xxxxxxxxxxxxxxxxx>
Subject: [RNIBTalkingBooksArena] rniblibrary.com



Morning everyone, I wanted to try and address some of the concerns you have
raised and give you some reassurance about the new online catalogue. You
absolutely have the right to be frustrated by the delays that have happened to
date, and I'm sure I would be feeling the same way in your shoes.



As new managers to the service, Mark and I have been here for only six months
and are aware that everyone has been waiting for a lot longer than that for a
new catalogue. It is only since we arrived that work finally began in earnest
on creating a catalogue site and given the long wait you have already had, we
felt it best to make it available to you as soon as the catalogue functionality
was there, so you could at last access up to date titles.



Our user testing did indeed raise some of the issues you have identified, and
we are taking steps to address these, including format of links etc, and
providing full guidance for users of assistive software etc. There is some
existing guidance on the help page on how to use various functions, and this
will be expanded.



You are right about this being a 'soft' launch of the site and we did this in
order to allow initial feedback to come in at a pace we could manage
effectively. This would allow our (now very small) team to consider any changes
and implement those we were able to and that were agreed to be improvements for
everyone. We do of course realise the site is not perfect, but we hope to show
improvements as it matures.



Helpline are/were fully aware of the site, were part of the testing phase, and
training is in place - this is a new way of doing things and there are a lot of
people on the Helpline team, so please be patient with us as things bed down;
and likewise, as we continue to make improvements. We are working very hard to
make this useful for you and we do welcome constructive criticism.



Kind regards,



Julie


Julie Gibson
Library Engagement Manager
RNIB (Royal National Institute of Blind People),
PO Box 173, Peterborough,
Cambs. PE2 6WS
UK
T: 01733 37 5461
M: 07787 89 1850
F: 01733 37 5001
E: julie.gibson@xxxxxxxxxxx<mailto:julie.gibson@xxxxxxxxxxx>
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