Personalisation & digital inclusion | 12 January 2009

I've received an interesting enquiry (which also ties in to a response to DCLG that I've been working on with CILIP on digital inclusion).

With the current Government encouragement for personalising services, a number of library services has started developing personalised library services via email (and, to a lesser extent, mobile phone). These include, for example, emailing people to remind them that material they have borrowed is becoming overdue; emailing people to notify them that items they have reserved are now available. Most recently, some have started contacting people to let them know that titles that might interest them have been added to stock.

However, is there an issue for us regarding those people who do not have email access? Is this leading, in effect, to a two-tier service, and one which is further disadvantaging people who are already digitally excluded?

What do you think? Has your service grappled with these issues - and, if so, what did you come up with?

I'll pull together all the replies I receive and circulate them and add them to the blog & website.

Posted in: Digital inclusion

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