Joe YersavichManager, Hilltop BranchColumbus Metropolitan Library

New Service Model

Today’s Goals:

InformInstructInteractInspire

Interaction Check

Moo momentsHootie Hoo moments

Challenges we face

Quick History

My history at the library.

New Albany Library (the plan).

Check Out Ambassadors.

Current Self Check Statistics

80,690,970 76,657,101

Total Circ 2004 - 2008

Self Circ 2004 - 2008

NEW CHECK OUTREAL TIPS

FOR SUCCESS

HAVE FUN!KEEP IT POSITIVE

This is a great new service.

Get excited about it.

Don’t worry about being perfect

KEEP IT SIMPLE

Everybody uses the new machines.

Explain why if you make an exception.

Use your judgment. Just say yes. Ask the

question “Why am I saying no?”

TRY IT…YOU’LL LIKE IT!

Be proactive in helping. If customers need help

walk them through it. If they need more help do

it for them and show them how easy it is.

We will always be here to help if you need it.

CALLING ALL STAFF

Support from all levels of staff with self check out.

“This library is all self check out” let me show you how it works.

Staff use the Check Out units.

Share stories.

GREAT NEW THING

Try these machines, they are cool.

Keep evaluating techniques.

Open lines of communication

Try different things.

LET ME SHOW YOU HOW

Staff walks customers through the check out process.

More time on teaching and training customers instead of “scanning items”.

WE ARE HERE TO HELP

Have staff on the floor to help customers with the machines.

Some customers like it better to learn it on their own.

SHOW ME THENUMBERS

Post daily numbers to show your percentage of “self” check out versus total circ.

Look for patterns.

SHOW ME THE CHOCOLATE

Know your goal (aim higher).

When you reach this goal, have a party. Celebrate your success

IT’S ALL GOOD

Customers are less dependent on staff Staff has more time for complex issues More access points to check out Lines disappear Teaching instead of “hand holding” More customer responsibility.

IT’S ALL GOOD (2)

Better form of service. Let people do what they are best at. No more lines (did I say that) Customers who need help get that help

quicker. Customers who don’t need help, don’t

have to wait

FEARS

Myths

“X” group can’t or won’t do it. We will lose our jobs. My skills will be obsolete. Everything will get stolen. Not as personal. More removed. Nice but it won’t work here. We will lose customer interaction. Customer service will drop.

Ready to Scan CardReady to Scan Card

Ready for PINReady for PIN

One item scannedOne item scanned

Receipt screenReceipt screen

Words from Staff

Amazingly it make checking out FASTER (that still blows my mind).I feel that this has created a friendlier interaction with the customerReduced stress during busy times…a lifesaver.Customers don’t have to wait behind a customer with Lost & Paid or shelf checks to check out.

Words from Staff (pg 2)

If you enjoy serving customers, you’ll love the work even more – it’s a better job.You are going to have better and more rewarding interactions with the customers than you ever had before.I got more handshakes, more jokes, more smiles…the entire interaction is just so much more positive.

Quick To Do list

1. Create team (Service, IT, PM staff, etc).

2. Test, test, test (usability testing).

3. Evaluate

4. Make punch list (prioritize).

5. Select pilot location. Big kickoff.

6. Evaluate again.

7. Gather feedback from customers and staff.

8. Share.

Wrap up

Questions?

Thank you Allen County Public Library.