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
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