Frequently asked questions

Connectivity

What are the benefits of using a NSW.net provided internet service?

1. Subsidised internet connectivity services

2. Subsidised hardware and installation services

3. Management and monitoring of the services and equipment

4. Free technical support for outages

5. Free Wireless Management System which includes subsidised wireless access points and hotspot controllers.

6. Subsidised EOL equipment replacement when and if required.

How do you obtain pricing for a new or existing service? 

Email or phone Joyce Azzopardi with your requirements for the new/existing internet service. A proposal for the service will be obtained from the ISP with internet connectivity options. Upon approval to proceed by the client, NSW.net will obtain a quote from Hitech Support for any hardware and installation services required to deploy the service.

How is the NSW.net subsidy applied?

NSW.net subsidises internet connectivity services on a per service basis. For the basic NBN it is 50% per service and for all dedicated services 100Mbps and above, a 20% subsidy per service. For any hardware and installation services required to deploy these services metropolitan libraries receive a 50% subsidy and country libraries a 100% subsidy.

The subsidy for the internet services is listed in the NSW.net order form provided by the ISP. The form lists the NSW.net and Council monthly cost for the service. Subsidies for equipment and installation services is included in the Hitech Support quotation.

What internet speeds are available to choose from?

Internet providers offer various internet speeds designed for different users and needs. The starting point is contended basic NBN 100/40Mbps, to dedicated and high performance 100Mbps, 250Mbps, 500Mbps, 1Gig, 2Gig and 5Gig fibre internet.

Are internet speeds guaranteed?

You can expect the internet speed you pay for to stay consistent throughout regular use. All high-performance services are covered by a 99.9% Service Level Agreement (SLA).

What kind of data limits should I expect?

Unlimited data—with no data caps—is the service standard for high-speed internet.

Is there a minimum term for my internet?

Contract terms for internet services can be for 12, 24, 36 or 48 months. Services can be upgraded within the contract term, however, if the service is cancelled before the end of the contract, cancellation fees apply.

Will I need special equipment to take advantage of the new speed?

New and existing sites will be provided with NBN compatible SonicWall firewalls to take advantage of the higher speed. This equipment is provided with each internet service provided by NSW.net with installation included.

What is a Wireless Management System (WMS)?

WMS is a managed WiFi hotspot system which is free of charge to libraries. It is remotely managed and requires the installation of wireless access points and hotspot controllers at the library locations.

How do I report an Internet service fault?

The NSW.net Support Program provides phone and remote support to assist you with issues related to your NSW.net connectivity services. On Monday to Friday from 8.30am to 5pm you should report all internet related problems to the Hitech Support Help Desk on 1300 791 081. Hitech will manage your call by liaising directly with you and your ISP to rectify your problem. 

If you wish to escalate any problems, please contact NSW.net on 1800 679 638. Outside of these hours, internet related problems should be reported directly to your ISP's:

Telstra Support: 1300 364 359

TPG Support: 1300 055 717

OPTUS Support: 13 43 15

Eresources

What authentication methods for accessing eresources are available?

The majority of eresource products use your institution's IP address for internal authentication. Remote access is generally enabled using the registered patron ID or barcode. Several ebook vendors prefer referring URL or EZPROXY for remote access.

What do I do if my council/library IP address changes?

As internal authentication is based upon your library service’s IP address range, any change to your IP address range will disable automatic authentication unless you notify the vendor prior to the change. For NSW.net consortia opt-in resources, please refer to the specific product page for vendor contact details.

What do I do if staff and clients can no longer access a statewide licensed database or consortia opt-in offer subscriptions?

Please refer to Eresources Technical Support section. 

How do I obtain eresource usage statistics for the statewide licensed databases?

Please refer to Eresources Technical Support section.. 

What is the difference between the NSW.net statewide licensed databases and the State Library of NSW eresources collection?

The NSW.net statewide licensed databases can be used by NSW public library staff for providing reference and information services and by their respective library members within the library or from home. These resources are for individual use and are not to be used as an institutional resource by third parties.

The licence agreement for State Library of NSW eresources enables remote access by registered users of the State Library of NSW, 24/7, at their usual computers in their homes,  public libraries etc. The resources have not been licensed for use by NSW public library staff in providing services to their clients. To do so would be a breach of the terms and conditions of the license agreements. Please refer to the State Library of NSW access conditions for eresources for further information.

How do I obtain eresource usage statistics for consortia opt-in offer databases?

For consortia opt-in offer subscriptions, please contact the vendor sales representative.  Contact details are listed on each product page. If you require further assistance please contact us.

Who can access the statewide licensed databases?

The statewide databases are licensed for use by NSW public Library staff and the communities they serve.  Any NSW resident with a public library card can access the resources remotely using their library card number.  Access to the suite of resources at a NSW public library does not require a public library card. 

How do you evaluate what should be included in the statewide licensed databases and consortia opt-in offers?

Proposed resources are evaluated using selection criteria established by the NSW.net Content Working Group, a group of representatives from small, medium and large metropolitan and country public libraries, the State Library and NSW.net. 

In consultation with the Content Working Group, NSW.net selects databases for trial and and gauges interest from public library network. If there is sufficient interest from public libraries, a trial is hosted on the NSW.net website. The trial will generally run for 30 days and members of the Content Working Group and the public library network are invited to assess the product and complete the online evaluation form. If the evaluations are positive and the vendor agrees to the key requirements for participation in the NSW.net consortia opt-in scheme; the product is offered to the public library network as a consortia opt-in offer.

Statewide licensed databases are also evaluated by the Content Working Group and statewide trials.  An annual statewide database satisfaction survey of NSW public Libraries occurs in the first quarter of the year.  The data from the survey, and usage statistics also inform the make up of the suite of databases.

What is the invoicing cycle for NSW.net consortia opt-in databases?

NSW.net consortia opt-in offers are aligned to the financial year (July – June) in accordance with the Local Government budget cycle. Each year the consortia offers are renegotiated in March and announced in April with new subscriptions commencing in July. In circumstances whereby a library is interested in subscribing to a product after July the vendor will apply a pro-rata subscription which will align the subscription to the NSW.net subscription cycle.

How can I keep up with NSW.net eresources developments?

To keep up to date with the latest NSW.net eresources updates, subscribe to the dbcontacts email list.  

indyreads

Where can I find about indyreads?

Information about indyreads, including collection management, lending criteria, troubleshooting tips and technical support can be found on the Managing indyreads in your library page.

What is indyreads?

indyreads is a local econtent management platform which can host ePUB, PDF, MP3 & MP4 files, apply DRM and circulate digital titles to NSW public library registered card holders.

The indyreads platform is the culmination of a successful pilot project which explored how public libraries could best deliver local digital content to their communities. The indyreads platform will provide the technical infrastructure and legal framework to allow public libraries to operate as aggregators of locally important content, helping to assist libraries to build digital collections which reflect the diversity and vibrancy of their local communities.

The aim of the statewide collection is to provide a broad range of titles beyond the bestsellers which typically form the core of public library digital collections. Content from Australian publishers which is not readily available through traditional library distribution channels will also be prioritised. 

Digitised books, manuscripts, ephemera, oral histories, music and video content from the participating public libraries local studies collections can also be uploaded onto the platform to enhance community access to important cultural resources.

indyreads contains a collection of statewide licensed eBook and audiobook titles sourced from Australian and international independent publishers, a selection of titles in languages other than English as well as domestic and international content including reference, modern literary, classic fiction and non-fiction titles.  

NSW public libraries can also request a copy of the NSW Public Library Agreement for the Purchasing of Electronic Content to facilitate the direct acquisition of content from community authors, historians and local publishers.  

Borrowing on indyreads

Any registered member of a NSW public library or the State Library of New South Wales can borrow a title from the indyreads collection using their library card number.  The patron selects their library service from the drop down menu to the App or browser and enters their library card number and PIN/Password.

Access is restricted to NSW library card holders whose address has been verified at the library or via the online membership workflow. 

Does indyreads support iOS and Android devices?

Yes, the indyreads app can be downloaded from the Apple App Store and Google Play.

Can indyreads be deeply integrated into our library management system via an API?

Yes, indyreads can be deeply integrated into Libero, Spydus, Polaris and SIRSI Dynix library management system via RESTful API. Once configured this allows a library patron to search, discover and download indyreads titles from within the library online catalogue. The integration can also facilitate the automated import of bibliographic records from indyreads. 

SOLUS has developed an API to integrate indyreads into their library App.  

If you are interested in deploying the RESTful API integration please contact your LMS or Solus account manager.  

Can our library obtain usage statistics?

Basic statistics (loan, download, borrower and title) can be obtained by the designated administrator at each library.  A designated indyreads administrator has been nominated at each service.  For more information, please contact us.

What support will the State Library provide?

The State Library will provide ‘Secondary Support’ to NSW public libraries in the circumstance whereby the library cannot resolve an issue using the supplied user guides.

What is the difference between Primary Support and Secondary Support?

Primary Support is provided by the public library service to library patrons to assist with questions relating to the use of the indyreads platform and Android and IOS indyreads app. This includes questions relating to; search, discovery, loans, return and general app navigation.

Secondary Support is provided by the State Library of NSW to public libraries to assist in the resolution of user questions which are not covered in the support material and technical issues with the indyreads platform iOS and Android apps.

If a library cannot resolve a technical issue after referring to the managing indyreads in your library page what should we do?

Please contact us with the following details:

• Name and library card number
• Explanation of issue and attempts at resolution
• Model of Device
• Operating System of the device and version
• Version of indyreads App

What are the obligations for participating NSW public libraries?

The Council agrees to:

• Cooperate with the SLNSW and the technology vendor Odilo to maintain the authentication between the LMS and Odilo TK platform.
• Designate an appropriate staff member as the main point of contact for the indyreads project to assist with set-up and ongoing project related communication pertaining to marketing, training and technical support.
• Promote and publicise the indyreads ebook collection to library clients using marketing materials developed by the SLNSW.
• Create appropriate catalogue records for local studies digitised content and community acquired titles licensed by the library and imported onto the indyreads platform
• To import catalogue records for the indyreads collection from the administration portal into your LMS catalogue.
• To perform primary support for authorised readers (card holders) using the indyreads platform. The State Library and Odilo will provide secondary support by email, video conferencing and phone, including documentation and training.
• Comply with the terms and conditions for the acquisition and use of digital content as outlined in the NSW Public Library Agreement for the Purchasing of Electronic Content and associated guidelines to be forwarded to the NSW public library network.
• Ensure that any content uploaded onto the platform adheres to the collection development policy and agree to remove content if directed by the State Library.
• Adhere to the guidelines provided by the State Library for the selection and importing of digitised local studies content onto the indyreads platform.
• Assure that access to digital rights managed content is restricted to registered user of the library as authenticated by the library’s automated management system.
• Respond appropriately to any misuse by your service’s public library clients.

State Library membership using public library card number

Can State Library eresources be accessed in a public library?

State Library purchases eresources for individual use by registered members of the State Library. Public library members can register to access the State Library's eresources remotely anywhere using their public library membership card number.

State Library eresources cannot be used by public library staff for business purposes. 

How did this access come about?

Remote access to the State Library’s eresources has been available for all NSW residents for many years.  The current process requires NSW residents to register with the State Library and receive a State Library membership card.

This access solution enables NSW residents who are members of their local library to use their public library membership to apply for State Library membership if:
•     The local library opts in and provides its barcode range to the State Library
•     The card holder registers with the State Library

Once registered as members of the State Library, clients can use their public library card for immediate 24/7 access to their local library’s and the State Library’s eresources and without having to be issued with a State Library membership card.  

State Library Eresources are complementary to those licensed by public library services and are provided under licence conditions to registered members of the State Library.

Use must be for private research and study purposes only.  Use is to be by the registered individual only – access is not transferable to other parties.   

How do participating public libraries notify the State Library of changes to membership card (barcode) sequences?

If your library has added or changed membership number sequences, please contact us so we can update our system. 

How do public libraries promote the State Library’s eresources and membership to clients?

Public libraries can link to the landing page for the eresources site on the SLNSW website: https://eresources.sl.nsw.gov.au/.

Suggested text to accompany the URL: As a member of [insert public library] you can register your card to become a member of the State Library of New South Wales and access a large collection of eresources covering a diverse range of subjects, including newspapers, journals, magazines and archival collections.  

Please note that specific State Library of NSW eresource titles should not be listed or promoted on a council/library website unless the library has their own subscription to the title.

Eresources available through the State Library of NSW can be accessed in the library or remotely by anyone who is a registered SLNSW member.

How long does a State Library membership using a public library card last?

Indefinitely, as long as public library users maintain a current active membership with their local public library.

How can my council sign up to participate in providing public library member access to the State Library’s eresources?

You can opt-in to participate in this initiative at any time, however, the State Library needs an agreement signed by your library manager before we can activate your access.  Please contact us for a copy of the letter/agreement to sign and return.

What happens if public library members experience issues when registering with the State Library?

If someone isn’t a member of their local library and therefore does not have a membership card/number, they will be prompted to contact their local library.

If they are a member of their local public library and their membership number won’t let them register with the State Library or access the eresources, they will be prompted to contact their local library.   Public library staff can then contact the NSW.net team to discuss and resolve any issues.

Where can I find a list of State Library databases?

You can find an up to date list of State Library eresources on the eresources page of the State Library website. Select Browse databases and websites 

From year to year the list of eresource titles may vary in accordance to the State Library of NSW collection development policies and funding considerations.

Can we get statistics on use of the State Library eresources by our public library members under this scheme?

No. The State Library is investigating the provision of public library member registration statistics and will advise public libraries when/if this will be available. Statistics on use of SLNSW eresources by members cannot be separated on a client basis.