Frequently Asked Questions
Contents:
Data Security (top)
Q: How secure will my library's data be?
A: Protection of your patrons' data is a concern that Biblionix takes very seriously. When you embrace any kind of remote access for patron services like renewal and catalog searches, you must allow some opening of your data to the wide Internet world. This is true whether you use an on-site server in your library or a hosted/ASP approach like Biblionix uses. So the question really becomes, how well is your data protected in each of those cases. Let's look.
If you are hosting the data in your library, you are responsible for managing the settings on the server and/or router that limit access and prevent hacking. You are also responsible for the appropriate network design that will prevent attack from outside the library and from your very own public Internet PCs. There is also the possibility that a hacker may physically remove data directly from your server. So, you are responsible for the physical protection of the server as well. Also, you are responsible for preventing and stopping denial of service attacks that may be launched against your server.
When Biblionix hosts your data, we shoulder all these responsibilities. Our highly trained professional staff manages the openings to the Internet and maintains optimal protection at all times. Our servers are protected with industry-best solutions to guard against intrusion, denial of service, and malicious traffic.
Plus, there are physical protections too. See the next question.
Q: How are your servers housed and protected?
A: Our main servers reside in top-tier Internet datacenter facility. This heavily protected facility is designed to maximize up-time for servers that are the lifeblood of many companies and organizations. They go to great lengths to protect their customers' data and maintain the highest availability to it. Their entire business depends on it. Here are some examples of what they provide:
- Connections to five different Internet providers
- Staff, equipment, and software to protect against hackers
- 24/7 technical support on-site with spare hardware
- Parallel 500KVA UPS Battery Backup Units
- 2000KW Diesel Generator with Onsite Fuel Storage
- Redundant 20 Ton HVAC Units
- Pre-Action Dry Pipe Fire Suppression
- Proximity Security Badge Access
- Digital Security Video Surveillance
Internet Connectivity (top)
Q: What happens when my Internet goes down?
A: You can continue checkouts with your Circulation computers even when the Internet is down. When the Internet comes back, the off-line activity will re-synchronize with the server. Although your experience may differ, usually, when the Internet goes down, it's a temporary problem with your Internet provider and will be corrected quickly. Conversely, if you have your own server and it fails, it's totally your problem and it may be down for days.
Also, if you expect significant Internet downtime, you could investigate the possibility of a using a second Internet provider. This will allow you, in the event of an outage, to switch to the one that's working. Your patrons can continue to use your public workstations, and you can use Apollo. Often, Internet providers will donate their service to public libraries.
Q: How do I know whether or not my Internet connection is fast enough?
A: All of our customers have DSL, cable, or other high-speed Internet access and do not experience speed problems. The information sent between our servers and your library is almost entirely text. Text puts a very light load on your Internet connection and will download very quickly. On the other hand, pictures, videos, and audio files, are a heavy load. Here are some comparative examples of the Internet connection load:
| Checking in / checking out: | negligible |
| Running a catalog search resulting in 40 items: | 4KB |
| Running a catalog search resulting in 400 items: | 27KB |
| Viewing the YouTube home page: | 230KB |
| Viewing the CNN home page: | 500KB |
Backups/Recovery (top)
Q: How will you back up my data and what does it cost?
A: Our backup process is included in your Apollo subscription, so there's no extra charge. We back up all of your data to a different city multiple times every day. We also mirror every single transaction of your library to a different location. This intense focus on backing up your data virtually eliminates any data loss.
Q: What about recovery?
A: There are many levels to our recovery capabilities. The most failure-prone component, the hard drives, are redundant. This means that a drive can fail but cause no downtime. A technical team is on site 24x7 to replace any component overnight. In the hard-to-believe-is-possible worst-case scenario, if our hardware should explode for some reason, the techs would quickly assign us new hardware in the facility, we'd load the data, and be up and running. The facility's entire business in based on excelling at these types of procedures and maintaining the highest possible uptime for their customers. Read about our facility.
Using a Hosted Service (top)
Q: What is a "hosted" service?
A: A service, or application, is "hosted" when the application is delivered over the Internet. All software and data relating to the application are located on equipment operated by the application provider, as opposed to being resident on an in-house server. A browser is all that's needed to access and use the service. This approach to application delivery is also called "Software as a Service" or an "Application Service Provider (ASP) model". Some interesting comments about this approach can found in Library Journal and Business Week.
Q: Why would I want to use a hosted service?
A: The advantages are many.
- There is no server to buy and maintain.
- Your hosted automation service operates on a server dedicated to that purpose. Management and security problems grow exponentially as the complexity of a system increases. When your internal server is performing multiple tasks (like automation, file serving, print serving, public worstation management, routing, etc.), this complexity makes your server harder to manage and more prone to failure. Ideally, if you do run your automation service on a server in your library, it should be dedicated to that single task. Such is the case with Apollo.
- In the ideal world, your backup procedure should be iron-clad, and you should test your restore procedure frequently to ensure that you could, in fact, recover data from a catastrophe. Most libraries aren't in a position to be able to do this. A hosted service assumes this responsibility for you.
- You have no responsibility to protect the data from hackers and other disasters. For organizations that do not have a full-time, top-notch Information Technology staff, this can be very compelling.
- We can provide software upgrades faster and more reliably than server-based solutions. Our design and test cycles are greatly simplified since Apollo is written for browsers only, independent of Windows XP, Vista, Linux, whatever. Also, hardware requirements are very light.
- At-home access for patrons is an integral part of the system, without requiring paying for a static IP address or extra modules, and without you having to deal with routing rules to allow outside visitors into your system. (This can be a security nightmare!)
Q: How will I get upgrades and how much will they cost?
A: Apollo's new features are available to you automatically and they are free. No action is required on your part.
Q: I'm more comfortable having my data on my server in my library.
A: By using an in-house server, you gain non-reliance on the Internet, but lose a lot of system integrity. How many of these are true about a server at the library:
- instant duplication of all transactions in a different city
- a server devoted to a single function, minimizing complexity and the chance for failure, error, or breach.
- snapshots taken of all data and archived multiple times daily
- server located in a top tier datacenter with redundant connections, physical security, battery / diesel generator power backup, fire protection, redundant HVAC, etc.
Migrating To and Using Apollo (top)
Q: How much of my library's data can you import into Apollo?
A: We have received accolades from customers regarding our demonstrated ability to bring in all of their data. We'll import all your MARC and patrons, of course, with all holding information. We'll import other data like fines, overdues, reserves, and notes. We've even imported patrons' birthdays from a spreadsheet. Make sure whatever automation product you choose doesn't make you leave data behind.
Q: For bibliographic records, will I still need to buy floppies with my items or subscribe to a service?
A: No, you will not. When you scan or enter the ISBN or title, we access bibliographic records from the Library of Congress and other major libraries, automatically and free.
Q: Will I be able to use my existing barcode scanners and labels, and printers?
A: Overwhelming odds say yes. It's theoretically possible that some equipment wouldn't work, but we have yet to see any.
Q: Do I still have to perform regular backups and practice my restore regimen?
A: No. You are freed to concentrate on running your library. Read about our backup and recovery processes.
Q: I'm trying to compare the actual costs of buying and supporting a server versus the Apollo service. Do you have a tool that can help?
A: Yes, we have a spreadsheet (OpenDocument, Excel) that you can download and use. It contains our thoughts on the many savings you'll enjoy. Your feedback would be appreciated.
Q: We are not automated and the price estimates I've been getting are based on the number of items to be converted. We just can’t afford it. Do you have a flat fee?
A: Yes! In a further effort to help small libraries, we've automated automation! It's BARC™ (Biblionix Automated Retrospective Conversion) and it's available to you for a flat fee.
Q: How will our public catalog stations and staff computers connect to and use Apollo?
A: They will connect to our servers over the Internet with a browser. This is just like access will be from any other PC, whether it's in the library or in patrons' homes. We will provide you with two URLs: one for your public catalog, like libraryname.biblionix.com, and one for all librarian access, like admin.libraryname.biblionix.com. Note that you can manage access to the admin capabilities with as many different passwords with different permissions as you desire.
Q: Patrons keep using our current catalog stations for other purposes. Can that be prevented with Apollo?
A: Yes. Both Internet Explorer and Firefox browsers have a "kiosk" mode. In this mode, the Apollo catalog is shown full screen with no system controls accessible. There is no way to remove Apollo from the screen without a password.
Q: Do you have any materials to help patrons enjoy Apollo?
A: Yes. We have pictorial guides to using the catalog and to using patron accounts. We also have some animated tutorials showing catalog and account use. We make both of those available to you for your own editing and use as you see fit.
Q: Do you have any materials to help staff enjoy Apollo?
A: Yes. We have Getting Started guides for cataloging and circulation. Also our manual is extensive. Our customers are very successful at quickly adopting Apollo.
Miscellaneous (top)
Q: Can I get a demonstration?
A: Yes. You can experience Apollo yourself in several ways.
Q: Is there a way to try Apollo and still keep my library operating normally with my current automation system?
A: Yes, indeed. You can try Apollo free, with your data and no obligation, all while your library operates normally. Your comfort and confidence are paramount, so take as long as you like and feel free to ask questions. See our Migration Guide (PDF) for details.
Q: We don't have a website. How will our patrons access Apollo?
A: You don't need a website for your patrons to access Apollo. There are several options:
- They can go directly to a simple URL like "libraryname.biblionix.com".
- You can obtain a URL for your library like "libraryname.org" for about $60 per year and simply link that directly to the Apollo URL above.
- Often, a name like "libraryname.lib.state.us" can be obtained free, and pointed to the Apollo URL.
NOTE: in all of these cases, your Apollo catalog home page can display your hours, location, and a message. This provides you much of the functionality of a home page. Also, if you do decide to create a Web site, Biblionix can host it for you.
Q: We are using Yahoo email. Is there a way we can get email addresses that reflect our library name?
A: Yes. Biblionix can host email accounts for you and your staff. These would look something like marsha@libraryname.org. Contact us for more details.
Q: So many of the automation companies I've found focus on schools. Is Biblionix different?
A: Yes. According to Library Journal of April 1, 2007, there is no other automation vendor that exclusively addresses small- and medium-sized public libraries. We devote our thinking to what makes your library tick and what you and your patrons need. This helps us tightly focus our resources with the goal of providing exactly the capabilities that help you succeed.
Q: What do you mean by "small- and medium-sized"?
A: This is a philosophical limit we've set for ourselves. It's not a technical, collection, or circulation limit. It allows us to concentrate all of our mindshare and resources, not dilute them. We believe that a company can't be all things to all people. So we want to be the best at serving our nation's non-big-city public libraries.
Although the ALA defines a medium-sized public library as one that serves a population below 100,000, there are libraries in that category that will be too large for Apollo. We will support branches, but no more than one or two.
So if that sounds like it might fit you, let us set you up with a free trial with your own data. You'll be able to judge for yourself.