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Making it Happen




   RFID and Public
   Libraries –
   Making It Happen-
   APPENDIX 7
     Martin Palmer
     Interim ...
Making it Happen




RFID and Public Libraries – Why?

Range of Challenges –

• Negative perceptions – “Sleepwalking to Di...
Making it Happen




RFID and Public Libraries – Why?

Offers potential for better customer service through:


  – radical...
Making it Happen




RFID and Public Libraries…But…


• Expensive

• Few standards

• Different systems, work in different...
Making it Happen




RFID and UK Public libraries – take-up


• CILIP Survey November 2006 -



• Public library authoriti...
Making it Happen




RFID and Essex Libraries

In the beginning… 1998 – 2003


• Colchester – security system problem

• R...
Making it Happen




Colchester showed that…


RFID potential can be realised…
  – Popular with public

  – Frees up staff...
Making it Happen




RFID and Essex Libraries


Expand and Develop… 2003-2005

• Basildon – large town library

• Thaxted ...
Making it Happen




RFID in Essex Libraries


Business Case for RFID based on a mix of:
  – Making Gershon efficiencies (...
Making it Happen




Efficiencies…


Experience at first 4 libraries demonstrated:


  RFID self service should account fo...
Making it Happen




      % of current counter routine staff



15%

             35%                           Saving fo...
Making it Happen




RFID and Essex Libraries


The rollout… January 2006 – March 2007

• 31 more sites over 15 months

• ...
Making it Happen




RFID library vision


An Essex RFID library will be…

• Welcoming

• Easy to use

• Stimulating

• Co...
Making it Happen




Vision in practice…


• Staff at all levels working actively with customers



• Express Zones to hel...
Making it Happen




Essex County Council
Making it Happen




Staff development – new roles


• Library Assistant → Customer Services Assistant

• Pro-active: floo...
Making it Happen




FISH!
•Choose your attitude

•Be there

•Make their Day

•Fun!



                        Essex Count...
Making it Happen




Frontline

• Supporting customer service

• Booktalking…

• Displays




                            ...
Making it Happen




Retail techniques…


John Stanley Associates…
  – Service presentation

  – De-clutter the library

 ...
Making it Happen




Floorwalkers… what do they do?


• Host role…

• Engage with customers…

(but, distinguish between hu...
Making it Happen




Floorwalkers – other benefits?


• According to WalMart…

  – Shoplifting is reduced by 35% where gre...
Making it Happen




Stock – selection and presentation


• Express Zones –



Books you don’t have to think twice about b...
Making it Happen




Making it Happen - Standards


• Buildings

• Helping customers

• Presentation of libraries

• Perfo...
Making it Happen




Essex County Council
Making it Happen




Essex County Council
Making it Happen




Essex County Council
Making it Happen




Essex County Council
Making it Happen




Essex County Council
Making it Happen




Essex County Council
Making it Happen




Essex County Council
Making it Happen




Essex County Council
Making it Happen




Essex County Council
Making it Happen




Essex County Council
Making it Happen




Essex County Council
Making it Happen




Essex County Council
Making it Happen




What do the public think?


• What a great idea! – easy to use…

• A great improvement…

• We find th...
Making it Happen




Self service take-up?


• April 2007 – average across 35 libraries:



  –Self issue: 66.7%

  –Self ...
Making it Happen




Increase in use…?


• Over half of the RFID rollout libraries are exceeding

 their targets for visit...
Making it Happen




User satisfaction up 5.8%...
           Changes in public satisfaction with Essex Libraries 2003-2006...
Making it Happen




What next?


• Further increase in take-up of self service

• Introduce self service payment from Jun...
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Transcript of "(Attachment: 12)Appendix 7"

  1. 1. Making it Happen RFID and Public Libraries – Making It Happen- APPENDIX 7 Martin Palmer Interim Libraries Manager: Essex County Council: Libraries MMIT NW Beyond the Barcode 21 May 2007 ABC
  2. 2. 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… Essex County Council
  3. 3. 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…? Essex County Council
  4. 4. 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… Essex County Council
  5. 5. 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 Essex County Council
  6. 6. 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 Essex County Council
  7. 7. 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…) Essex County Council
  8. 8. Making it Happen RFID and Essex Libraries Expand and Develop… 2003-2005 • Basildon – large town library • Thaxted – rural library linked to community college • Bishops Park – part of extended school Essex County Council
  9. 9. 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… Essex County Council
  10. 10. 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 Essex County Council
  11. 11. Making it Happen % of current counter routine staff 15% 35% Saving for Gershon target/increased ICT cost Retained resource Floorwalking/increased opening hours 50% Essex County Council
  12. 12. Making it Happen RFID and Essex Libraries The rollout… January 2006 – March 2007 • 31 more sites over 15 months • Completed on schedule and within budget • 35 live sites at present Essex County Council
  13. 13. Making it Happen RFID library vision An Essex RFID library will be… • Welcoming • Easy to use • Stimulating • Contemporary Essex County Council
  14. 14. 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 Essex County Council
  15. 15. Making it Happen Essex County Council
  16. 16. 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 Essex County Council
  17. 17. Making it Happen FISH! •Choose your attitude •Be there •Make their Day •Fun! Essex County Council
  18. 18. Making it Happen Frontline • Supporting customer service • Booktalking… • Displays Essex County Council
  19. 19. 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 Essex County Council
  20. 20. 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… Essex County Council
  21. 21. 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 component Quoted in Publishing News October 2006 Essex County Council
  22. 22. Making it Happen Stock – selection and presentation • Express Zones – Books you don’t have to think twice about borrowing Essex County Council
  23. 23. Making it Happen Making it Happen - Standards • Buildings • Helping customers • Presentation of libraries • Performance management Essex County Council
  24. 24. Making it Happen Essex County Council
  25. 25. Making it Happen Essex County Council
  26. 26. Making it Happen Essex County Council
  27. 27. Making it Happen Essex County Council
  28. 28. Making it Happen Essex County Council
  29. 29. Making it Happen Essex County Council
  30. 30. Making it Happen Essex County Council
  31. 31. Making it Happen Essex County Council
  32. 32. Making it Happen Essex County Council
  33. 33. Making it Happen Essex County Council
  34. 34. Making it Happen Essex County Council
  35. 35. Making it Happen Essex County Council
  36. 36. 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… Essex County Council
  37. 37. Making it Happen Self service take-up? • April 2007 – average across 35 libraries: –Self issue: 66.7% –Self return: 85.5% Essex County Council
  38. 38. 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… Essex County Council
  39. 39. Making it Happen User satisfaction up 5.8%... Changes in public satisfaction with Essex Libraries 2003-2006 50 40 30 2003 % 20 2006 10 0 Very sat Fairly sat Neither/nor Fairly diss Very diss Essex County Council
  40. 40. 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… Essex County Council
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