(Attachment: 12)Appendix 7

Martin PalmerInterim Libraries Manager:Essex County Council: Libraries

Making it Happen

RFID and Public Libraries – Making It Happen- APPENDIX 7

MMIT NW Beyond the Barcode 21 May 2007

Essex County Council

Making it Happen

RFID and Public Libraries – Why?

Range of Challenges –

• Negative perceptions – “Sleepwalking to Disaster”?

• Comparisons with retail sector – need to modernise…

• Increasing range of services

• Need to make better use of staff

• Framework for the Future

• Gershon efficiencies…


Making it Happen

RFID and Public Libraries – Why?

Offers potential for better customer service through:

– radical process re-engineering

– changes in staff role

– staff savings…?

– more flexible use of buildings

– change in image…?


Making it Happen

RFID and Public Libraries…But…

• Expensive

• Few standards

• Different systems, work in different ways

• No interoperability

• RFID still comparatively rare at item level…


Making it Happen

RFID and UK Public libraries – take-up

• CILIP Survey November 2006 -

• Public library authorities with RFID = 18

• Public library branches with RFID = 51

• Range of branches per authority with RFID = 1 – 16


Making it Happen

RFID and Essex Libraries

In the beginning… 1998 – 2003

• Colchester – security system problem

• RFID offered a “value-added” solution

• Best Value Review (2000-2001): self service a priority

• Colchester - live September 2003


Making it Happen

Colchester showed that…

RFID potential can be realised…

– Popular with public

– Frees up staff time

– Opens up library layout

– Makes re-branding/modernisation easier

– And more…

(it also fixed the security system problem…)


Making it Happen


Expand and Develop… 2003-2005

• Basildon – large town library

• Thaxted – rural library linked to community college

• Bishops Park – part of extended school


Making it Happen

RFID in Essex Libraries

Business Case for RFID based on a mix of:

– Making Gershon efficiencies (2.5% per year)

– Making better use of staff time

– Needing fewer staff – saved by natural wastage

– Extending opening hours

– Contribution to corporate agenda

• “Council’s Front Door…” Partnership working…


Making it Happen

Efficiencies…

Experience at first 4 libraries demonstrated:

RFID self service should account for at least 50%

of all loan transactions – issues and returns – at any site


Making it Happen

% of current counter routine staff

35%

50%

15%

Saving for Gershon target/increasedICT cost

Retained resource

Floorwalking/increased openinghours


Making it Happen


The rollout… January 2006 – March 2007

• 31 more sites over 15 months

• Completed on schedule and within budget

• 35 live sites at present


Making it Happen

RFID library vision

An Essex RFID library will be…

• Welcoming

• Easy to use

• Stimulating

• Contemporary


Making it Happen

Vision in practice…

• Staff at all levels working actively with customers

• Express Zones to help improve satisfaction with stock

• Every customer transaction is a positive experience


Making it Happen


Making it Happen

Staff development – new roles

• Library Assistant → Customer Services Assistant

• Pro-active: floor-walking, not book-stamping

• Training and development to support change

– FISH!

– Frontline

– Retail techniques: John Stanley Associates


Making it Happen

FISH!•Choose your attitude

•Be there

•Make their Day

•Fun!


Making it Happen

Frontline

• Supporting customer service

• Booktalking…

• Displays


Making it Happen

Retail techniques…

John Stanley Associates…

– Service presentation

– De-clutter the library

– De-stress the customer

– Transition zones

– Power Displays

– Hunters and gatherers


Making it Happen

Floorwalkers… what do they do?

• Host role…

• Engage with customers…

(but, distinguish between hunters and gatherers…)

• Offer help, answer enquiries…

• Maintain Express Zones…

• Make library visit enjoyable and positive…


Making it Happen

Floorwalkers – other benefits?

• According to WalMart…

– Shoplifting is reduced by 35% where greeters are employed

to say “hello”…

– Thieves loathe shops with friendly, attentive staff…

– Eye contact is the essential componentQuoted in Publishing News

October 2006


Making it Happen

Stock – selection and presentation

• Express Zones –

Books you don’t have to think twice about borrowing


Making it Happen

Making it Happen - Standards

• Buildings

• Helping customers

• Presentation of libraries

• Performance management


Making it Happen


Making it Happen

What do the public think?

• What a great idea! – easy to use…

• A great improvement…

• We find the facilities and layout very convenient –

attractive ambience…


Making it Happen

Self service take-up?

• April 2007 – average across 35 libraries:

–Self issue: 66.7%

–Self return: 85.5%


Making it Happen

Increase in use…?

• Over half of the RFID rollout libraries are exceeding

their targets for visits – some, such as Witham (+19%)

and Loughton (+18%) by a significant margin…

• Loans starting to rise again…


Making it Happen

User satisfaction up 5.8%...

0

10

20

30

40

50

%

Very sat Fairly sat Neither/nor Fairly diss Very diss

Changes in public satisfaction with Essex Libraries 2003-2006

2003

2006


Making it Happen

What next?

• Further increase in take-up of self service

• Introduce self service payment from June…?

• More libraries…?

• Make (better) use of RFID in stock management…

• Make use of RFID in Acquisitions…

(Attachment: 12)Appendix 7

Documents

Transcript of (Attachment: 12)Appendix 7