Lessons Learned -Facilities

Lessons Learned
-
Facilities


Renovations provide opportunity to implement RFID
(and vice versa)


Sorters need a lot of space, customers need space to
place items, equipment and materials interfere with
readers


Compare costs of Kiosk
vs

Table Top Self Checks
-

Table top cheaper and more flexible


Build your own


Desk top
rather than
under
-
mounted staff
pads


Removed receipt printers from sorters



Lessons Learned
-

Customers


The Public is initially concerned about staff losing
jobs
–

need to have standard public service
messages ready


Public need reason to go to self check
–

reduce staff
on desk


RFID has helped enable staff spend more time on
higher value customer interactions


Other changes: hold process, floating collections
have also helped


Increase in circulation without increasing staff
–

back up stats are helpful for messaging



Lessons Learned
-

Customers


Most
customers respond very positively to RFID


More privacy; quicker check
-
in


In control of transaction


Greeter
very helpful to introduce new technology


First impressions are key
–

ensure success


Capitalize on the Wow factor


Staff assistance will vary and that’s ok
–

do it for
them, do it with them, hover just ‘in case’



Lessons Learned
-

Operations


Running the pilot project created the knowledge
base for a successful system implementation


It’s a project
–

run it like one


Efficiency improvements require a system
implementation


Have a backup plan for when sorter is down


Running two parallel systems is difficult for a long
time


Upgrade on a closed Friday and opening with new
on Saturday was stressful for staff





Lessons Learned
-

Training


Cross & small group training works well


Basic technical knowledge for staff so they can
troubleshoot effectively and coach customers


Need a lab to practice typical situations, test for
SIP upgrades


Schedule shifts in RFID branches for staff who are
about to use new technology


Impact of RFID (and Other Changes)

10,000
12,000
14,000
16,000
18,000
20,000
22,000
24,000
2000
2002
2004
2006
2008
2010
2012
HPL Circs per FTE 2001
-
2011

Circs per FTE
Next steps for Hamilton


Improved statistical reporting through Xpresscheck
management console and Exit Watch software


Complete the rollout of the last self checks and gates


Complete installations at remaining locations


New Builds
–

Lynden, Waterdown


Renovations
–
Terryberry, Kenilworth & others


Inventory wand


Library Dispenser for alternative service delivery


Move from project implementation to operational
mode


Improve documentation and support processes



Next steps for Kingston
-
Frontenac



Finish retagging project


Replace Self checkouts


Add inventory


Book dispenser


Lockers



Questions?

Karen Anderson

Director, Public Service Branches

Hamilton Public Library

kjanders@hpl.ca


Mary Sakaluk

Manager, Digital Technology Infrastructure

Hamilton Public Library

msakaluk@hpl.ca


Lester Webb

Manager, Systems and Technical Services

Kingston
-
Frontenac Public Library

lwebb@kfpl.ca