Reinvent Environments/ Reinvent Environments/ Enable StaffEnable Staff

The circulator moves on…

The circulator moves on…

……To public desks!To public desks!

• Optimize circulation processesOptimize circulation processes

• Reduce repetitive motions and Reduce repetitive motions and

double handling.double handling.

Support GoodSupport Good Customer Service Customer Service

Providing the Providing the most most efficient efficient service service possible possible gives us gives us more time to more time to focus on our focus on our customers.customers.

Eliminate everything that Eliminate everything that does not add does not add valuevalue!!

Value can only be defined

Value can only be defined

BY YOUR USERS!

BY YOUR USERS!

Manage toward perfectionManage toward perfection

Sort Sort Simplify Simplify Scrub Scrub Standardize Standardize Sustain ImprovementsSustain Improvements

Always look for waysAlways look for ways to add value for users! to add value for users!

Three models ofThree models ofself checkout success!self checkout success!

Brooks Free Library, HarwichBrooks Free Library, Harwich

I think weare seeinga higher percentage of self check outbecause weplaced it right on the circulationdesk . Staff feel comfortablereferring peopleto it, and they areright there to helpif there is a problem.

Ginny Hewitt, Director

Brooks Free Library, Harwich

Chelmsford Public LibraryChelmsford Public LibraryChildren’s and Adult self check Children’s and Adult self check stationsstations

Chelmsford Children’s RoomChelmsford Children’s Room

Self check frees staff to answer questions and help children

Dartmouth Public LibraryDartmouth Public Library

Why Self Check Now ? Why Self Check Now ?

• Increased privacyIncreased privacy• Increased Increased

convenience for usersconvenience for users• Users expect this Users expect this

service and use it for service and use it for groceries, bank and groceries, bank and gas purchasesgas purchases

• Frees staff for Frees staff for assistance to users assistance to users who want helpwho want help San Jose self checkout

New Staff Roles Benefit UsersNew Staff Roles Benefit Users

Library Greeters to orient customers to library services. This makes staff available to:

• Help customers find items in the library• Help train customers to search the

catalog.• Assist with self check out as needed.• Assist when lines form at the

circulation desk.

Other new roles to improve Other new roles to improve customers experiencecustomers experience

Better merchandisingBetter merchandising of library to increase of library to increase awareness of resources.awareness of resources.

• Freshen displaysFreshen displays• Determine which displays need to be Determine which displays need to be

replenished and which should be added or replenished and which should be added or replaced with new topics.replaced with new topics.

Provide basic readers advisoryProvide basic readers advisory • Recommend authors and titlesRecommend authors and titles

in topic areasin topic areas

I review my statistics every month and 22% of our circulation just seems like free circs since they required no staff assistance.

Ginny Hewitt Director Brooks Free Library

Brooks Free Library, Harwich Children’s room

Self Pick Up ReservesSelf Pick Up Reserves

Norfolk Public LibraryNorfolk Public Library

Circulation increased 25% after the remodelingCirculation increased 25% after the remodeling

Dartmouth Public libraryDartmouth Public library

• Patrons can Patrons can pick up holds pick up holds across from across from the self the self checkout checkout station.station.

• Books rest on Books rest on spine. Blue spine. Blue slips have slips have users names.users names.

Wilmington Memorial LibraryWilmington Memorial Library

To maintain privacy, To maintain privacy, items are placed in items are placed in manila envelopes manila envelopes so titles are hidden so titles are hidden from view. from view. Receipts with the Receipts with the patron's full name patron's full name make for easy make for easy identification. identification. Patrons have Patrons have responded responded positively to this positively to this new self-service new self-service model. model.

Portsmouth NHPortsmouth NHSelf Pick Up HoldsSelf Pick Up Holds

Books are Books are wrapped in wrapped in white paper white paper with users with users names on names on spine.spine.

RFID Automates Book HandlingRFID Automates Book Handling

Norfolk RFID ProcessingNorfolk RFID Processing

Milton Public LibraryMilton Public LibraryThe book return The book return

slot places slot places books onto books onto conveyer belt conveyer belt that that automatically automatically sorts them into sorts them into bins by location bins by location in the library.in the library.

Milton RFID Self Checkout StationMilton RFID Self Checkout Station

Norfolk RDIF CheckoutNorfolk RDIF Checkout

45% of circ is via self check

45% of circ is via self check

The Circulator EliminatesThe Circulator Eliminates

• Time spent waiting Time spent waiting

• Unneeded movement Unneeded movement

• Unnecessary activities – Unnecessary activities –

If it doesn’t add value for users If it doesn’t add value for users

– –don’t do it!don’t do it!

• Storage piles for laterStorage piles for later

Now evaluate your circ deskNow evaluate your circ desk

ListenListen

• What do desk workers say holds up their What do desk workers say holds up their work? work?

• What do users say they appreciate, or What do users say they appreciate, or dislike?dislike?

ObserveObserve

• Is there unnecessary movement?Is there unnecessary movement?

• Is anything stopping work flow?Is anything stopping work flow?Exercise worksheet

Evaluate solutionsEvaluate solutions• Does this address an Does this address an

area creating mostarea creating mostinconvenience?inconvenience?

• Is it possible?Is it possible?• Is it affordable?Is it affordable?• It is practical?It is practical?• Will this solve the “root cause” problem?Will this solve the “root cause” problem?• Will this improve service?Will this improve service?