Tuesday, 21 April 2020

Frequently Asked Questions

Libraries FAQ
As all East Lothian libraries are currently closed, please check our FAQ’s below for information on our services.
How do I access the Library’s eResouces?
We have an extensive range of resources such as eAudiobooks and eBookseNewspapers and eMagazineseComicsFilms and Music concertsSCRANAncestryTheory Test Pro, and lifelong learning courses such as The Great CoursesUniversal Class and Language learning.  Please click the links above for more information on accessing each resource.

Ancestry Library Edition has also been made available to access at home until the end of June. Click here for information on how to access.

If you are having difficulties accessing our eResources please email aslibraries@eastlothian.gov.uk with your name, library membership number, contact email address and a description of the issue.

Why is there a queue for the eBook / eAudiobook I want?
Due to licensing restrictions many titles are limited to one user per copy.  We buy titles on a regular basis on both RBdigital and Borrowbox to provide borrowers with a range of choice.

We’ve also bought some simultaneous access titles as part of our Digital Blether on Borrowbox which means there are no waiting times on these titles.  RBdigital also has some eAudiobook titles that are available as multiple access.

We have also added World Book Night titles and children's eAudiobook titles to RBdigital. From 1st May, a further 250 children's titles will become available on RBdigital.

Borrowers can also register for Ulverscroft's uLibrary and gain access to 500 exclusive eAudiobook titles from bestselling authors until the end of July. Please click here for information.

I'm not library member but would like to access eResources. Can I do this? 
Yes. You can join as an online member and use your online membership number to register with our eResources. Click here to join.  Once the libraries re-open you can upgrade to a full membership which would give you access to physical resources within the library.

How long will the library be closed for?
At this stage we don’t know how long the library will be closed for. We’re guided by advice from the Government and will keep you informed as we know more. Follow us on Facebook and Twitter for updates and news.

My books are due for return soon, how can I return them?
As our libraries are closed please keep hold of your library items until the library re-opens – do not use letterboxes to return items.

Will I be fined for any overdue books?
No, you won’t be fined whilst our libraries are closed as fines during this period have been cancelled.

Why can’t I reserve a book?
Reservations have been placed on hold whilst our libraries are closed.

I have received an email stating my reservation is ready to collect. Can I pick this up? 
No, you are not able to pick up reserved titles at the moment as our libraries are not open to the public. All reservations are on hold and the item will be waiting for you to pick up once the library re-opens.

How do I get hearing aid batteries?
Email libraries@eastlothian.gov.uk with your name, address, telephone and type/quantity of batteries you require and we will arrange to get these to you. Alternatively you can telephone Audiology on 0131 536 1637 between 10am-1pm & 2pm-4pm and they will post batteries to you.

What about registrations appointments?
Please click here for information on registrations.

Are the Customer Service desks open?
The Customer Service desks at John Muir House and Brunton Hall are currently open for essential queries only. Wherever possible, customers should look on the Council website, request services online or phone the appropriate number.

John Muir House is open 10am- 12 noon Monday to Friday and Brunton Hall is open 10am-12 noon & 2pm-4pm Monday to Friday.

How do I apply for a blue badge?
Please apply for a blue badge online. Click here.  If you're unable to upload the supporting evidence these can be brought to John Muir House or Brunton Hall. Please see question above for opening hours.

We are only accepting new blue badge applications at John Muir House. To make an appointment for assistance please phone 01620 827827 and ask for Customer Services at John Muir House.

Can I apply for a bus pass?
From 26th May the card production bureau who produce National Entitlement Cards will commence limited card production. This means we can accept applications for replacements and renewals only. Face to face appointments are discouraged and applicants should support their application in an electronic format (scans/photos) or via post. Please email scans/photos to libraries@eastlothian.gov.uk or send copies to Customer Services, Brunton Hall, Ladywell Way, Musselburgh, EH21 6AF 

Current Scottish Government guidance remains for people to stay at home and for this reason new applications for NEC are not being taken.

Currently bus operators have been told to allow free travel to cardholders who claim to have had their card stolen, the card has been lost/stolen or it has expired. This instruction will remain in place until 30th June.

If we have not answered your query please email libraries@eastlothian.gov.uk or contact the Switchboard on 01620 827827.  Please note that individual library telephone numbers and emails are currently offline. 
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