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Historical baggage
 

Historical baggage

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A presentation by Tom Butler head of libraries Croydon college which focuses on the redesign of library circulation and help desk services. Given at the 2012 ALISS AGM

A presentation by Tom Butler head of libraries Croydon college which focuses on the redesign of library circulation and help desk services. Given at the 2012 ALISS AGM

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    Historical baggage Historical baggage Presentation Transcript

    • Historical Baggage
    • Historical Baggage - £20 per item*
    • Historical Baggage - £20 per item* * plus taxes, charges, fees and credit card surcharge
    • Historical Baggage - £20 per item* Tom Butler Head of Libraries & Learning Resources Croydon College * plus taxes, charges, fees and credit card surcharge
    • Taking a RyanAir approach to Self-Service
    • easyJet – September 2011
    • • Background• Self-Service Implementation• Static to Roving• Free Speech Session
    • Background• Largest provider of FE/HE in borough• Medium sized General FE College – 6,500 Students 14+• University Centre Croydon – 1,500 students – Foundation Degree, BA, LLB
    • Impetus for Change• £32m Refurbishment and Extension• New Library and LRC over three floors• “Do more for less”• Embrace Technology• Outsource, Outsource, Outsource
    • “Old” Library• Opened September 1998• 3,000 m2• Combined Library, IT Centre, Media Services, Learning Support, Careers
    • Shrinking library• 3,000 m2 – 1998• 1,700 m2 – 2011
    • Still Shrinking• 3,000 m2 – 1998 (“old”)• 1,700 m2 – 2011 (“old”)• 1,450 m2 – 2011 (“new”)
    • Self-Service Implementation• Trial with one machine, slow uptake• Visits to other libraries
    • Inspiration in the strangest places• Stansted Airport• RyanAir approach• You have no choice http://www.flickr.com/photos/isriya/2921811626/ Reused under the Creative Commons Attribution- NonCommercial 2.0 Generic Licence
    • Full Self-Service Roll-out• 3 Machines replaced 3 counter positions• Staff moved onto the floor• Targets – 65%-75% Good uptake – 75%-85% Outstanding – 85%+ Unachievable?
    • Full Self-Service Roll-out
    • Accidental Roving• Only one member of staff needed for self- service• Other staff being approached by students on the floor• Help desk use falling
    • Over-engineering
    • One Desk – Two Libraries © Demco Interiors 2011
    • © Demco Interiors 2011
    • © Demco Interiors 2011
    • © Demco Interiors 2011
    • Free Speech…Samuel Caulker – Customer Services Assistant Diana Elliott – Library Supervisor
    • www.croydon.ac.uk/library @CroyCollLibrary library@croydon.ac.uk