We are a large and very busy public library service in Southern Sydney.I will be discussing our new roving service which we implemented in 2012.
Roving service presented by Kristen Blinko
Roving ServiceKristen Blinco, Customer Service Coordinator,Hurstville City Library, Museum & Gallery
Why roving?•Change in service delivery model – move to a singleservice desk at Hurstville and Penshurst in 2012
Why roving?•Identified by staff as an opportunity to deliver ourservice at a workshop in August 2011•Increase staff presence on the library floor•Offer a proactive service•Engage the ‘silent’ customers•Maintain the appearance of the library and collections.
How it works•Called ‘Roving service’ NOT ‘Roving reference’•Services provided:Directional assistanceNew membershipsDemonstrating use of library technologiesDemonstrating use of library online services•All staff given the opportunity to rove•Roving takes place throughout customer service shift –times set by shift supervisor•iPad provided for use when roving
iPad•Griffin AirStrap used to keep iPad secure when roving•3G model purchased so iPad can be used in house orremotely
Support provided to staff•Opportunity to ‘play’ with the iPad•iPad training sessions•Roving expectations
Challenges•Difficult to make time for roving when service desk isso busy.•Some staff used the iPad to post to their ownpersonal sites during work time.•One of the iPads went missing!
Positive outcomes•Staff and customers have embraced the rovingconcept•Staff more comfortable with using tablet technologies•Staff now using the iPad for new services:Customer surveysCommunity events and open daysiPad training delivered to customers as part oftraining program (English and Mandarin).TechBar for customers – assistance withtechnology provided by volunteersiPads now used in Museum exhibitions
Future directions•Collation of statistics on customer use of roving service•Use iPad to join up new members remotely•Use of iPad on stand in library to promote collections
Questions?•For further information contact:Kristen BlincoCustomer Service CoordinatorHurstville City Library, Museum & Gallerykblinco@hurstville.nsw.gov.au