A NEW IT system is causing problems for library users in Somerset and beyond.
The system, which manages library stocks, lending, borrowing histories and more, has been installed at hundreds of outlets which are part of the LibrariesWest group.
LibrariesWest consists of around 170 libraries operated by councils in Bath & North East Somerset, BCP (Bournemouth, Christchurch & Poole), Bristol, Dorset, North Somerset, Somerset and South Gloucestershire.
They include libraries in Bridgwater, Taunton, Bruton, Castle Cary, Chard, Glastonbury, Cheddar, Wincanton, Minehead, Shepton Mallet and dozens more.
However, in recent days, people trying to return or check out books, or perform other actions, have found the system not working, including crashing or freezing.
One user in Somerton, in South Somerset, said: “Any other members of LibrariesWest having problems ordering books online since the computer ‘upgrade’?
“I just get a message telling me there’s an error connecting to the server.”
Self-service library machine like this one in Swanage are having problems after the new computer system was installed
Responding to the problems, LibrariesWest said: “As you are aware, we have been having repeated issues with our new Library Management System running slowly, crashing and generally not performing as we would expect.
“We appreciate this is causing significant disruption in using our services and we would like to apologise to you for the negative impact this is having on your customer experience.
“The LibrariesWest team are actively working on these issues and are in daily contact with our new supplier to find solutions.
“This new website will allow us to deliver more features and improve the service to our customers over time.
“Progress so far includes starting to restore the loan history.
“We are also in the process of reinstating the pre-overdue & overdue notifications. Thereafter, text and email notifications for customer reservations will follow.”
It added: “Thank you for your continuing patience and understanding while we continue to implement and improve our new system.”
LibrariesWest changed supplier for its computer systems this year, with the new system being rolled out to more than 160 libraries in May, and completed on June 7.
However, the group said as the migration of ‘non-critical’ data continuing, it had been made aware of “performance and stability issues”.
“This new website will allow us to deliver more features and improve the service to our customers over time,” it said.
“At this time, we are focusing on ensuring that the website is stable and has a solid foundation for us to develop on.”
For more on LibrariesWest and updates on the new system, log on to librarieswest.org.uk.
In June I requested an inter-library loan and was told that there will be a longer wait because of the new IT system being installed. A few weeks later similar message from librarian who was sympathetic. Since then no update on LibrariesWest web site but same message from librarian ! It’s now nearly December, 7 long months waiting.
I can understand it’s not Libraries West fault but it is their problem and the least they could do is to keep library members updated on their website. My sympathy is with the librarians who are the public face of the library service.
Last November I left a comment on this page about the long wait for the Inter Library Loan request from June. The acronym ILL for the service is most applicable as I am still waiting ( Feb ‘25 ). What is really frustrating is that nowhere on Libraries West website is any mention of this long delay nor an update. As a active library user I, along with local librarians, am disappointed with the wall of silence about the lack of ILL service from Libraries West.
My problem dates back to late summer/autumn when I noticed I had overdue books and a fine levied. I queried this at my local BCP library and was told they were still experiencing problems with notifying borrowers when their books were due back. On this occasions the librarian was able to check that I was on the system and should have received notification and she therefore cancelled the fine. In January/February 2025 I returned 5 books to the library and found I had over £10 fine which had to be paid in order to borrow again. I explained that I had not received a reminder notification by email but was told that the fine could not be removed. I emailed the local library asking them to refer my complaint regarding their failure to notify me and asking for the fine to be removed. I have now heard 25 April that they will not remove the fine. I have asked why a round robin email could not have been sent to library members advising of this ongoing problem that has gone on for at least 9 months or why a warning notice could not have been displayed in all libraries. A reply is awaited but I won’t hold my breath. My local library has advised that if I pay 30p and bring my outstanding fine down below £10 they will allow me to continue to borrow books. In view of the number of libraries affected by this computer problem in the South West it makes me wonder how many others have been affected and whether they have paid their fines. I am an OAP and although on principle I have not used this as an excuse for keeping the books beyond the due date, days and weeks can slip by without registering that books were due back. I had come to rely on the library reminders coming in by email and cannot understand why the computer problems had not been resolved more than 6 months after the initial notification in June last year and was still ongoing in January/February 2025!!
so this post is fairly old but i live in thornbury s.glos and the amount of confusion caused with ordering and waiting for non ordered books, cant find the relevant book in the library after being told through email that the book is in to be picked up yet no one in the libfrary can find it, being asked to take books back that we have not taken out, only to find that the book mentioned is still in the library on a shelf. please do not use AI if offered cos if this is what we have without it i can only think we are heading for a bad place should you take it on.. computers and robots do not work, get back to paper….