Reinvent Environments/ Enable Staff

The circulator moves on to public desks!  Optimize circulation processes  Reduce repetitive motions and double handling. double handling.

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

Eliminate everything that does not add value! Value can only be defined by your users!

Manage toward perfection SortSimplifyScrubStandardize Sustain Improvements Always look for ways to add value for users!

Three models of self checkout success!

Brooks Free Library, Harwich

I think we are seeing a higher percentage of self check out because we placed it right on the circulation desk. Staff feel comfortable referring people to it, and they are right there to help if there is a problem. Ginny Hewitt, Director Brooks Free Library, Harwich

Chelmsford Public Library Children’s and Adult self check stations

Chelmsford Children’s Room Self check frees staff to answer questions and help children

Dartmouth Public Library

Why Self Check Now ?  Increased privacy  Increased convenience for users  Users expect this service and use it for groceries, bank and gas purchases  Frees staff for assistance to users who want help San Jose self checkout

New 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 customers experience Better merchandising of library to increase awareness of resources.  Freshen displays  Determine which displays need to be replenished and which should be added or replaced with new topics. Provide basic readers advisory  Recommend authors and titles in 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 Reserves

Norfolk Public Library Circulation increased 25% after the remodeling

Dartmouth Public library  Patrons can pick up holds across from the self checkout station.  Books rest on spine. Blue slips have users names.

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

Portsmouth NH Self Pick Up Holds Books are wrapped in white paper with users names on spine. Books are wrapped in white paper with users names on spine.

RFID Automates Book Handling

Norfolk RFID Processing

Milton Public Library The book return slot places books onto conveyer belt that automatically sorts them into bins by location in the library.

Milton RFID Self Checkout Station

Norfolk RDIF Checkout 45% of circ is via self check

The Circulator Eliminates  Time spent waiting  Unneeded movement  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 later

Now evaluate your circ desk Listen  What do desk workers say holds up their work?  What do users say they appreciate, or dislike? Observe  Is there unnecessary movement?  Is anything stopping work flow? Exercise worksheet

Evaluate solutions  Does this address an area creating most inconvenience?  Is it possible?  Is it affordable?  It is practical?  Will this solve the “root cause” problem?  Will this improve service?