[NFB-Idaho] changes to Idaho's talking book services

Thu Jun 19 13:46:45 UTC 2025

There are several items in this article that concern me.  I do not think comparing complaints from Montana and Wyoming patrons is a meaningful comparison since I think those libraries gave much weaker service before they contracted with Utah. And patrons often do not know how to raise concerns.   My contact with Utah staff involving the e-reader has not been nearly as good as working with Id Talking Book staff.  This is a total surprise to me.  Did ID talking book library talk to blind people in Idaho beffore making this deccision?  It certainly was not mentioned at our NFBI convention.
Ramona
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From: NFB-Idaho <nfb-idaho-bounces at nfbnet.org> on behalf of Dana Ard via NFB-Idaho <nfb-idaho at nfbnet.org>
Sent: Wednesday, June 18, 2025 10:43 PM
To: pres.nfbidaho at gmail.com <pres.nfbidaho at gmail.com>; 'NFB of Idaho Discussion List' <nfb-idaho at nfbnet.org>; 'Shane Ostermeier' <shaneostermeier at isu.edu>; 'Susan Bradley' <craftisue at hotmail.com>; streeter.sandy at gmail.com <streeter.sandy at gmail.com>; 'Thompson, Joseph' <joet at uidaho.edu>
Cc: pres.nfbidaho at gmail.com <pres.nfbidaho at gmail.com>
Subject: [NFB-Idaho] changes to Idaho's talking book services

I received the below article from Leann Gelskey, director of the talking
book program. According to the article, Idaho will be receiving talking book
services from the multi-state center in Utah. Leann did not tell me if there
was anything we should do concerning this situation. Please read below.

Talking Book Service Proposal

The Idaho Commission for Libraries is seeking to restructure the Idaho
Talking Book Service to leverage contracted services available through the
Utah State Library (USL). This proposal is intended to enhance the current
services provided to Idaho Talking Book patrons by providing more robust and
resilient services from USL. In addition to Utah services, USL provides
full-service contracts for Montana, Wyoming, and Alaska. Idaho and 18 other
states have contracted with USL to provide Braille services to patrons for
several decades.

USL's full-service model includes the circulation of audiobooks, large print
books, and braille books, patron account maintenance, reader's advisory
services, access to the web OPAC and local book (SHELF) download site, BARD
registration and account administration, and locally produced magazine
subscriptions. They handle the distribution of machines and accessories and
instruction on how to use devices and the BARD app and troubleshoot issues.
They provide a toll free out-of-state number and an email address for
patrons. Full-service libraries receive the same services as Utah patrons
receive.

Statistical reporting, newsletter mailings, and recording services for books
and magazines of local and regional interest are also included. The number
of books produced is flexible. USL also records voter information pamphlets
and other items of interest for out of state patrons. They can generate a
progress report on recording projects, monthly or quarterly.

The rationale behind this decision:

1. To grow the number of Talking Book patrons and to spread awareness of
Talking Book services. We estimate the total number of people eligible for
Talking Book Services is much higher than the current number of patrons. In
2021 the National Library Service (NLS) implemented changes that made it
easier for people with reading disabilities to enroll in Talking Book
services, thus increasing the eligible population further. The NLS issued a
FY22 objective to increase the number of active patrons in the program by
2.5% annually. By focusing ICfL's resources on outreach and raising
awareness, we can help fulfill NLS's objectives.

2. Service Improvements: The partnership with USL will provide patrons with
access to large print titles mailed to their homes. USL also offers deposit
collections of large print titles for small and rural libraries. They will
manage this service that is not currently available through the Idaho
Talking Book Service.

*       Montana has contracted with USL since 2022 and said the service has
been a "godsend." They received two patron complaints when they first made
the transition, but none in the ensuing years.
*       Alaska has conducted a biennial customer satisfaction survey for
years. Since contracting with USL in 2015, customer satisfaction in Alaska
has remained in the mid-90% as positive.
*       Wyoming has contracted with USL for decades and report that USL is
very easy to work with and Talking Book patrons get the same level of
service as if they called Cheyenne. Wyoming reports never having heard a
patron complaint.

3. Service Resilience: With the threat of IMLS funding being reduced or
eliminated in FY26 or beyond, being able to provide the same level of
service to patrons at about a third of what we've been budgeting will allow
the agency to more easily shift funding sources if allowed or find alternate
funding to support this vital service. It allows existing staff more time to
find other employment and creates a less chaotic and reactive transition.
Utah State Library utilizes state funds to support the service + the service
fees charged to participating states. They supplement their large print
collection of over 160,000 titles with LSTA funding. Their state funds are
very stable with no major threats.

4. Cost savings:

Existing TBS Costs

Contracting with USL

$471,580 for 6 FTEs (salaries + benefits)

$  60,000 base for each state

$   33,276 for KLAS

$124,000 ($40 x 3,100 TB patrons)

$     6,800 ($85 x 80 Braille patrons)

$504,856 total per year

$190,800 per year

The current cost of Talking Book services is approximately $504,000. By
contracting with USL to provide the same level of services the cost would be
approximately $190,000 with a cost savings of approximately $314,000.

We are proposing keeping one or two FTEs to be the TBS liaison with Utah and
NLS, implement TBS marketing and outreach, welcome walk in patrons (without
KLAS, but with some devices to show and lend and some demo cartridges), and
review new applications and send to USL. This staff member will focus on
building relationships with organizations throughout the state that interact
with the target demographics such as public and school libraries,
optometrist offices, Blind and Low Vision services, senior centers and
residential housing, and schools that will allow the agency to grow our
patron base. We might broaden the job duties with OverDrive knowledge and
accessibility issues down the road (they might keep a finger in the
recording studio if we think that's still a priority - or those could be
used for other purposes or made available to other state agencies, etc.).

We would need to work with DHR to reclass a current position. High-end costs
could be $110,000 for salary and benefits, reducing the cost savings to
$204,000. If we keep two staff that would reduce the savings to $120,000 --
still a significant amount that can be utilized to support the agency's
mission of building capacity of libraries as well as TBS outreach costs.

Measures of success

To maintain a high standard of service and ensure that Idaho Talking Book
Service remains a valued resource for patrons, ICfL will evaluate the
implementation of this proposal using the following metrics:

. The successful implementation of an outreach staffing model

. The creation of an outreach plan to target effective outreach to key
stakeholders

. The number of outreach, educational, and engagement opportunities
supported by ICfL staff

. The number of new patrons

. Patron assistance and readers advisory statistics

. Patron circulation rates

. Patron reported satisfaction

. The number of new talking book recordings relative to current recording
capacity

. Circulation delivery time relative to current delivery time

Next steps and timeline

. May 14, 2025 Proposal shared with Talking Book staff & ICfL staff &
Governor's office

. June 12, 2025 Proposal shared with ICfL Commissioners

TBD for the rest of these steps:

.   NLS is notified

.   Contract negotiation initiated with USL

.   Keystone contract modifications initiated (ICfL contract ends September
25, 2025)

.   Patrons notified of pending changes (likely at least two mailings +
other ways of notifying them)

.   Contract finalized no later than this date .   Patron information
extracted from the talking book library system and transferred to USL

. No later than this date, ICfL will surplus players, cartridges, and other
equipment. Items will be returned to NLS or USL at the direction of NLS

. USL Contract start date

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