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  1. 1. ANIMALCONTROL Shanae Brooks Claudia Leal Jo-Yee Pang Moncia Rojas
  2. 2. TABLE OF CONTENTS Sites of Engagement Research Proposal Passive Observations Humane Society Active Observations Humane Society Volunteer Orientation Process Humane Society Passive Observations Animal Control Active Observations Animal Control Volunteer Orientation Process Animal Control Affinity Map Journey Map Personas Humane Society Personas Animal Control Transcriptions Consent Forms 2
  3. 3. SITES OF ENGAGEMENTHUMANE SOCIETY OF GREATER SAVANNAH Access: Granted Physical Evidence: The Humane Society is located on 7215 Sallie Mood Drive; primarily for future cat and dog owners; a gated facility with limited adoption hours between 11 a.m. to 6 p.m., a color mural in the front of the facility with adoption, donation, and thrift store, a waiting room with volunteer login computer, front desk with sign in sheet, an indoor/outdoor sections of previously owned dogs, four dog play pens, a separate room for cats with two indoor cat pens, offices tucked away in each corner, and separate rooms for shots, and veterinarian clinic trailer. Mission Statement: The Mission of the Humane Society for Greater Savannah is to lead our community in the compassionate treatment of animals, to address the causes of animal suffering and overpopulation, to educate and encourage people to take responsibility for their animal companions and to provide care for animals in need. Contact: Erin Fontes//efontes@humanesocietysav. org//503-953-5174
  4. 4. SITES OF ENGAGEMENT SAVANNAH CHATHAM ANIMAL CONTROLAccess: GrantedPhysical Evidence: Animal Control is located on 7211Sallie Mood Drive; primarily for future cat and dogowners; a gated facility with limited adoption hoursbetween 1–5 p.m., plain white walls, a waiting room inthe front with sign-in sheet for volunteers and walk-ins,three indoor/outdoor sections of abandoned dogs, twodog play pens, four separate rooms for cats with twoindoor/outdoor cat pens, four separate rooms for catswith two indoor/outdoor cat pens, an additional gatebetween the facility and animals so when animals doget loose they are within the facility, multiple roomsfor separate uses: conference, break, isolation, offices,animal wash and shots.Mission Statement: The mission of the SavannahChatham Animal Control Unit is to enforce the statelaws and county ordinances pertaining to animalcontrol and management; educate the communityin responsible pet ownership; and provide for thehousing and care of homeless animals and coordinatetheir adoption with local rescue organizations, or theirhumane euthanization when adoption is not possible.Contact: Diane Abolt// 4
  5. 5. RESEARCH PROPOSALFOCUSTo explore the volunteer experiences at Animal Control and Humane Society in order to further the adoption processby helping the animals prepare for their homes. Our group will first observe the volunteer orientation to understand the process better. Then we will experience the pre-adoption process as we observe participants and interact with thwe animals. We would like to get the overall experience in order to understand the everyday process and what their everyday goals are. In RESEARCH QUESTIONS order to reach our goal, we will conduct observations and interviews to compare Animal Control with Humane 1. How are the volunteers organized in each place? Society to create the best solution for volunteers, 2. What is the relationship between the animal, volunteer, and employees, and animals. adoption adviser? 3. How do volunteers and staff relate and corporate with each other? 4. How do they prepare the animals before they leave for their new home? 5. What are the differences in the volunteer orientations in each facility? 6. How long does the adoption process take? 7. How do they maintain the facility? 8. How do they manage to keep volunteers from community workers?
  6. 6. RESEARCH PROPOSAL METHODSRecruitment: Volunteers, - Do you have any certification to adequate knowledge of other animal adoption facilityEmployees, and Advisers be working there? animals at the facility? besides this one?Asking the following questions - What is your primary task in the - What responsibilities do you do - If so how do you feel whento see if they are a good fit for facility? while at the facility? comparing it to (this facility)?further observation. By going to - What is the greatest factor for - Have you ever gotten attached tothe facilities we will observe each Volunteer Introduction: We are you to volunteer with animals? one of the animals in the facility?employee and volunteer to see if students at SCAD working on a - What about this facility wouldthey follow certain criteria. research project exploring the motivate you to return or not Volunteer Conclusion: Thank you volunteer experiences between return? so much for your time, is thereAdviser Recruiting Script: two facilities, would you be - What makes you volunteer at anything else that you believe- How long have you worked at this interested in helping us out by this facility? would be important to ourfacility? answering questions and allowing - How do you feel about the research? Would we be able to- What is your previous experience us to observe your volunteer volunteer process/system? contact you if we have any otherwith animals? experience today? - What are some questions about questions? Thank you.- Where/how did you learn about the animals/volunteering at thethis facility? Volunteer Recruiting Script: facility? Employee Introduction: We are- Do you have any certification to - How long have you known about - After the orientation, do you students at SCAD working on abe working there? this facility? remember the rules in the facility? research project exploring the- What is your primary task in the - Have you previously adopted an volunteer interactions at thefacility? animal before? Volunteer Interview: facility, would you be interested - Why do you volunteer? - As a volunteer, why do you in helping us out by answeringEmployee Recruiting Script: - Are currently a student? dedicate so much time and effort questions and allowing us to- How long have you been involved - What do like about this facility? to animals? observe your work today?with this facility? Active Volunteer Observation - As a volunteer, what do you to- What do you enjoy the most Script: help in the facility? Active Employee Observationabout this facility? - How does a bad experience - Describe your best volunteer Script:- Where/how did you learn about at the facility affect your way of experience you have had. - What is your active role in thethis facility? volunteering? - How do you manage to fit this facility?- Have you adopted an animal this - Do you feel like you have job into your schedule? - Do you give duties/tasks forfacility while working here? - Have you ever worked in any volunteers to do? 6
  7. 7. RESEARCH PROPOSALMETHODS - Have you had any good/badexperiences with the volunteers? would be important to our research? Would we be able to Adviser Interview: - What is the process of the ROLES - Do you enjoy working here? contact you if we have any other volunteer orientation? Passive Observations: Each team - How often do you encounter a questions? Thank you. - How many volunteers show member will do separate passiveproblem? continuously after orientation? observations for 30 minutes - Would you recommend certain Adviser Introduction: We are - How often do you advise an by observing the facility, takinganimals to potential adopters? students at SCAD working on a orientation? notes, photographs, and video - What is the important thing for research project exploring the - Why is it necessary for to get a simple understanding ofan animal at the facility? volunteer interactions at the volunteers to be involved in the the facility and the life around it.What do you think struggles the facility, would you be interested orientation process? Participatory Observations:most in the facility? in helping us out by answering - As an adviser, are you part of the Members will take part inThrough observations, are questions and allowing us to whole volunteer experience rather volunteering at each facilitycustomers happy with the facility? observe your orientation today? than just the orientation? by going through orientationHow many animals come in each - Do you enjoy working with and experiencing the role as aday? Active Adviser Observation Script: volunteers? volunteer and what it takes to - Do you enjoy working with the - What is expected from a help the animals and employeesEmployee Interview: volunteers? volunteer through the whole for a day. - How do you feel about - What is your role in the facility? process? Active Observations: Each teamvolunteers working in the facility? - How often do you go through the - What are your past experiences member will take part in each - Do they collaborate or are they adoption process? with volunteers? (Good and bad active observation by asking thedisruptive? - As a facilitator, how do you experiences). following questions, following - What do you do to help out a prioritize your time? the interviewee, taking notesvolunteer? - What is your daily schedule? Employee Conclusion: Thank you and observing, videotaping the - What is the most interesting - What is the greatest factor for so much for your time, is there experience, and transcribing theanimal that has been brought in? you to adopt out an animal? anything else that you believe information. Two days have been - Have you gotten attached to any - What do you believe the facility would be important to our set to interview and observeanimal? needs the most? research? Would we be able to to stay out of the way of theirEmployee Conclusion: Thank you - Do you have favorites at the contact you if we have any other everyday much for your time, is there facility? questions? Thank you.anything else that you believe
  8. 8. RESEARCH PROPOSAL SCHEDULEInterviews: Each team member Volunteer – Humane Societywill take part in the interview Facilitator: Claudia Lealprocess by asking the questions Observer: Monica Rojasthat will help us understand Videographer: Shanaé Brooksthe interviewee as volunteer/ Transcriber: Jo-Yee Pangemployee and the true storybehind each facility. Employee – Humane Society Facilitator: Jo-Yee PangVolunteer – Animal Control Observer: Claudia LealFacilitator: Jo-Yee Pang Videographer: Monica RojasObserver: Claudia Leal Transcriber: Shanaé BrooksVideographer: Monica RojasTranscriber: Shanaé Brooks Adviser – Humane Society Facilitator: Shanaé BrooksEmployee – Animal Control Observer: Jo-Yee PangFacilitator: Shanaé Brooks Videographer: Claudia LealObserver: Jo-Yee Pang Transcriber: Monica Rojas Class/Work Schedule Claudia Leal:Videographer: Claudia Leal MON/WED (11 a.m. to 1:30 p.m.)Transcriber: Monica Rojas Shanaé Brooks: TUE/THUR (11 a.m. to 4:30 p.m.) Humane Society Adoption Hours: MON/WED (11 a.m. to 4:30 p.m.) Jo-Yee Pang:Adviser – Animal Control 11 a.m. to 6 p.m. TUE (10:30 a.m. to 1:30 p.m.) MON/WED (9 a.m. to 1:30 p.m.)Facilitator: Monica Rojas Animal Control Adoption Hours: Monica Rojas: TUE (11 a.m. to 4:30 p.m.)Observer: Shanaé Brooks 1–5 p.m. MON/WED (11 a.m. to 4:30 p.m.) THUR (9 a.m. to 1:30 p.m.)Videographer: Jo-Yee Pang TUE/THUR (8–10:30 a.m.) FRI (8 a.m. to 5 p.m.)Transcriber: Claudia Leal 8
  9. 9. PASSIVE OBSERVATION HUMANE SOCIETY Observer: Claudia Basics: The building is decorated on the outside with a mural on the entrance. It is a much smaller building than animal control with fewer animals. The cat areaThere wasn’t a lot of barking, but thedogs did get extremely excited as we walked down the hall. was a bit smaller as well, and also located indoor. Experience: One member of the group had to sign in before entering the animal area. The cages were clean and had toys for the dogs to play with. Some cages even had blankets. There wasn’t a lot of barking, but the dogs did get extremely excited as we walked down the hall. Each cage had the name of the dog or dogs inside, and with the name tag there was a story. Adoption: No the dogs located in the kennels outside, from inside Adoption Process: N/A the building. As you enter through the doors where the dog kennels are located, naturally, the smell and Observer: Shanae sound intensify. A few dogs barked but most were Basics: Small, but clean facility, with pictures of actually pretty calm. The smell was of dog feces dogs and cats on walls. Upon entering facility, you and the overall smell of an outside animal. The dog notice the smell of animals, but it is masked by a kennels were large and most had beds and toys. The sanitization scent. You can hear the faint barking of kennels were also under a covered area. The cat
  10. 10. PASSIVE OBSERVATION HUMANE SOCIETYkennels were located in a small room with 3 kennelsstacked on top of one another against the walls. As you enter through the doors where the dog kennels are located, naturally, the smell and sound intensify.There was also an area with glass doors where about3 to 4 cats where. In this area was artificial grass,beds and cat houses.Experience: Claudia observed the daily operationsof the facility including tasks of employees andvolunteers. There was subtle and laid backinteraction between the employees, while remainingprofessional.Adoption: NoAdoption Process: N/A smell at all and it looked really clean as well.Observer: Monica Experience: Monica thinks that since they do notBasics: Humane Societys’ facilities are smaller that have as many dogs and cats as Animal Control theyAnimal Control. And, they seem like disorganized have more time to dedicate to each animal. Whenbecause there was a mess in their front desk. she was there she saw how they took dogs out forHowever, they are actually SO ORGANIZED! They a walk. It is also interesting that kennels here whereeven have a schedule for volunteers to come. The cleaner but uglier; by this she means that the facilityplace seems cozier and the walls are painted like a as a whole looks cheaper than Animal Control but itplayground for dogs. Surprisingly, this facility did not seems to be cleaner. In their laundry room she saw a 10
  11. 11. PASSIVE OBSERVATIONHUMANE SOCIETY lot more towels and blankets than I did in the other facility. Potential adopters walked around searching for a dog to adopt and to give it a home. Adoption: No Observer: Jo-Yee Basics: Painted mural in front of the building, colorful walls, employees everywhere maintaining the facility and have on their blue employee t-shirt walking dogs in and out. Experience: Walked in and was greeted by the front desk. At the front desk, everyone signed in and was welcomed by employees. Everyone walking through the facility hand sanitzed after touching any animal. In the dog kennels, each dog had a sheet with their information and a small bucket of food in the front of the cage for people to feed the dogs. Potential adopters walked around searching for a dog adopt and to give it a home. Only a few dogs in the facility and lots of empty kennels. Each dog walked up to the front of the kennel wanting attention and waiting to leave the facility. Adoption: Did you witness an adoption? No Adoption Process: N/A
  12. 12. ACTIVE OBSERVATION HUMANE SOCIETYInterviewee:Erin/Orientation AdviserInterviewer: ShanaeBasics: She is very organized and manages her timewith work, volunteering, and playing with her dog,Zoey.Process: The overall process is to make theadoption process productive and smooth. The staffis responsible for everyday tasks, such as cleaningcages, cleaning dogs, feeding, walking, the adoptionprocess, working the front desk. For community affection for the animal and exited the facility.service workers and volunteers, they generally Adoption: Nohave the same tasks as a staff member, because it Interviewee: Allison/Employeeis important for them to be efficient at every task. Interviewer: MonicaThere is also a calendar posted by the front desk with Basics: While Monica followed Allison in the kenneldogs that need to be walked and the dogs that can area of the facility she was really nice to the animalsbe socialized with one another. The whole process and said hi to everyone of them. She actually isis to make sure that the pets get socialized and are a tech. veterinary and she gives medical care tosuitable for a new home. these animals. It was nice because Monica got toExperience: Shanae observed an a adoption take talk with her about volunteers and she seems reallyplace along with daily duties of the facility. As she happy with them. She says that having a system ofwitnessed the process of adoption, she sat in the organization and schedule for them is really helpfulwaiting area. An adopter stood at the counter while since they do what Humane Society needs them tothe staff member stated the adoption contract. The do.adopter listened, then signed the contract. The staff Process: This facility takes previously owned animalsmember then asked the adopter for the small fee of and help them find a new home. They also take the$15 for adopting the pet. The cat was put into a small necessary care with them.kennel and given to the adopter. The adopter showed Experience: While she was there, Monica noticed 12
  13. 13. ACTIVE OBSERVATIONHUMANE SOCIETY Interviewee: Gabrielle Interviewer: Claudia Basics: Gabrielle has been volunteering to Humane Society for about a year now, and knows the place and people well. Process: Gabrielle goes every Sunday to Humane Society to socialize with the animals. She pets cats mostly, and is there to take the animals out of their cages for a while and give them some love. She usually goes for about an hour sometimes two. And every once in a while helps with other chores such as laundry or cleaning the cages. She pets cats mostly, and is there to take the animals out of their cages for a while and give them some love. Experience: I signed in and followed Gabrielle to a computer where volunteers sign in. I followed her that there are several empty kennels and the ones as she showed me around and proceeded to the cat that are not have toys and blankets; she found this room, where she spends most of her time. She took good because these animals spend a lot of time in out a cat at a time showing me what she did during their kennels and it is important for them to feel her time in humane society. comfortable in order to be “ready” for adoption. Adoption: No
  14. 14. ACTIVE OBSERVATION HUMANE SOCIETY Process: Every new volunteer has to sign up onlineInterviewee: Erin/Orientation Adviser and register for a pre-orientation meeting beforeInterviewer: Jo-Yee going through training and touring of the facility. The place is not easy to notice since it is practically hidden behind Humane Society. The adviser explains the process and history behind Humane Society. Experience: Erin held an orientation at the Savannah Hospice for all volunteers that had signed up online that month. Everyone sat down in the conference room and waited for further instructions. Around the conference table adults and students introduced them themselves and talked about their previous experiences and why they wanted to be there. Erin explained the steps through orientation and told them the specifics of the three following trainings they had to go through before offically becoming a volunteer. She explained how each volunteer with create a user id and password to finish their trainingBasics: Erin comes in six days a week to train new and start scheduling their volunteer times at Humanvolunteers. Society. At the end of the meeting volunteers sign up for the tour of Humane Society for the next step. Adoption: No 14
  15. 15. PARTICIPATE OBSERVATIONHUMANE SOCIETY Researcher: Jo-Yee/ HSGS Volunteer Basics: Dressed in jeans, closed-toe shoes, and t-shirt for volunteer dress code, checks the dog board to see what dogs need to be walked, walks around the facility to check out the dogs that are in. Experience: Jo-Yee walked four dogs around the front lawn at the Humane Society. She checked off each dog that she walked to show that the dog had been out and socialized during the time. She checked into the digital volunteer check in with her username and She checked into the digital volunteer check in with her username and password. password. Afterwards, hand sanitized before walking into the kennels and grabbed a leash to take out each dog. Each dog has a collar to attach the leash and food at the front of the cage to work on their training. done something good for them. Jo-Yee became She spends 10-15 minutes with each dog and takes attached to one of puppies she had played with and two dogs out to the playpens to play. scheduled another volunteer time for the next day Reaction: Jo-Yee was thrilled to have done service to interact with the dogs. to help out Humane Society. After a busy morning, she felt relaxed with the dogs and felt that she had
  16. 16. ORIENTATION PROCESS HUMANE SOCIETY APPLICATION ONLINEFill out volunteer application online -how to handle the dogsAttend pre-orientation meeting -how to walk the dogsGo over job descriptions -how to interact with the dogsDo paper work and consent forms Process of cleaning kennelsRequired to do three trainings Sign up to volunteerSchedule next meeting with Erin All digitally scheduled with their online sign upTour facilityThey have a professional dog trainer to teach(required one time) 16
  17. 17. PASSIVE OBSERVATIONANIMAL CONTROL Observer: Monica Basics: The facility looked clean but it smelled funny. Experience: The facility is not easy to find; it is almost hiding behind Humane Society. Monica The place is not easy to notice since it is practically hidden behind Humane Society. don’t think it is well advertised either. It is a big place with a lot of outdoor space. There is more than one dog in several kennels. Almost all the kennels have tags on them with the animal specifications. They have a place to bathe the dogs with two tubs. The cat kennels are in a completely different area and Observer: Shanae they are all tagged as well. She can see sleeping cats Basics: Large sterile building with cat room to the through the window on the left at the entrance. immediate left. Front Desk is straight ahead with a She walk through a fairly short hall (to the right of long hallway to the right. The smell is immediately the entrance) and go outside where she can hear noticed, as you enter the facility. The smell is of pet the dogs barking. They seem to be under stress and waste and of sanitization cleaners. You can hear a hyperactive (excited though). very faint sound of dogs barking from inside the Adoption: No facility. Upon exiting the facility into the area where Adoption Process: N/A the kennels are located, the sound of the dogs grew
  18. 18. PASSIVE OBSERVATION ANIMAL CONTROL so many and were adorable. The staff was also very friendly and helpful, you can tell that they appreciate all the visitors that were there. Adoption: No Adoption Process: N/A Observer: Claudia Basics: As we were driving down the street, the first building she noticed was Humane Society, and across the street another very large prison-like gated area, which turned out to be Animal Control. The place was very clean, but smelled like animals, which was to be expected. The reception area was quiet as well as the cat room, but as soon as we walked outside, we could hear tons of dogs barking. It was very, very loud. Most of the cages had poop and pee inside them. The cat room was very quiet, where the only noise coming from that room was kittens crying. Experience: The volunteers working were veryvery intimidating. The smell was horrible but it friendly and helpful. Each person has to sign inseemed to be stronger in specific areas. The cat area before going into the animal area. Each cage iswas quiet, besides the sounds of kittens wining and divided in two parts, where one side is outdoorsmeowing. and the other indoors. There were so many dogsExperience: The overall experience really was a very that many of the cages had over three dogs. As wemoving one. Your heart really gets tugged at, when walked down the hall, the dogs became extremelyyou see dogs with lacerations and other scars. The excited with our presence. They bark a lot and jumppuppy area was a delight to see because there was and cry, but out of excitement and happiness, hoping 18
  19. 19. PASSIVE OBSERVATIONANIMAL CONTROL hall. An employee walks by with their uniform, green polo and khakis and a dirty dog on leash. Experience: At the front desk, employees busy at work answering phones and walking potential adopters. The facility was loud with dogs barking outside waiting for people to give them a loving They bark a lot and jump and cry, but out of excitement and happiness, hoping to be adopted. home. While walking out to the kennels, the floors were wet and no one was outside to up clean up. The facility was closing within the hour and only one family was still looking around. Adoption: Yes Adoption Process: A potential adopter had heard about the dog, Katie through their Facebook page, to be adopted. Most of them look very friendly and Pound Pups In Need, and wanted to interact with sad, and others look like if they have gone mad from her. After spending an hour with the dog, Katie, the being inside the cages for so long. potential adopter fell in love with Katie and wanted to Adoption: No give her a loving home. She filled out the application Adoption Process: N/A and the adviser, Michelle reviewed the information within minutes and allowed the adopter to take home Observer: Jo-Yee Katie to a loving home. A volunteer bathed her before Basics: Customers walk into a very sterile she left Animal Control forever. The adopter and Katie environment with blank white walls. The smell of cats were as happy as can be. walking in covered by the smell of dogs down the
  20. 20. ACTIVE OBSERVATION ANIMAL CONTROLInterviewee: Diane/Animal Control Adviser for a few years now and has been an excellent hand.Interviewer: Shanae She has devoted much time and effort and hasBasics: Diane loves her animals and spends every contributed a lot with her help.morning feeding over 20 fostered cats and dogs, Process: Rebecca walks in to clean out the kennelsProcess: The daily process starts with the cleaning for each dog. She closes the kennel slider and leavesof the cages, mostly done by community service the dog within one side to rinse out the messes.workers. Along with cleaning is feeding time for the After rinsing each section, she hands out food andanimals. The facility opens to the public at 1p.m. water for the dogs. She works with communityThere is constant bringing in of animals to the facility service workers to get the task done every morningas the officers pick them up. The adoption process before opening up the adoption floor. She looks afteralso takes place daily, and with this process is meet volunteers and people serving community serviceand greet with the animals. The dogs are walked, and explains what their job is at the place. She showsusually done by volunteers, and new dogs named. them around and explains the rules and regulations.Staff members also do walking tours of the facility Experience: Rebecca finished her morning duties andto potential adopters. Animals are also bathed and makes her rounds to see if a dog needs attending.treated for any sickness that they may have. She gets called up to the front, because a volunteerExperience: A volunteer was walking dogs aroundthe facility outside and a small dog was runningaround inside the fenced-in portion of the meet andgreet area. There were also a couple of groups ofpotential adopters getting a tour of the facility. Largedog kennels were being cleaned by hosing down thearea. A staff member was transferring soiled linensand began doing laundry. While leaving the facility, afamily was in the sitting area waiting to adopt a dog.Interviewer: Rebecca/EmployeeInterviewer: ClaudiaBasics: Rebecca has been working in Animal Control 20
  21. 21. ACTIVE OBSERVATIONANIMAL CONTROL has dropped off a dog. The dog was found on Barnard and updates new information about dogs that need Street wandering around. Rebecca checks the dog to be adopted within the week. She pulls out the and is given the task to take the dog for two shots dogs that Michelle, adoption adviser, needs that before entering the kennels in case of diseases day. She doesn’t take any dogs for a walk, but trys to spreading through other dogs. Then the dog is taken spend her time with every dog calling her attention. to an empty kennel with a new place card. The dog Experience: Jennifer loves volunteering her time has to remain at the facility for five days before put to spend time with the dogs and helping them get on adoption. Claudia talked to Rebecca at the patio adopted to a new home. She walks in to find her area and asked for an interview. She showed her pound pup she sees everyday, Plug. She spent some around the place and explained how things worked. We then proceeded to a conference room where we discussed her experiences, concerns, and other aspects about Animal control. Interviewee: Jennifer/Volunteer Interviewer: Jo-Yee Basics: Jennifer takes photographs every week to publicize the dogs that may be on the list for that week to be euthanized. Process: Jennifer walks in twice a week to take photo of the new dogs that have been found. She also is in charge of the Facebook page, Pound Pups In Need They bark a lot and jump and cry, but out of excitement and happiness, hoping to be adopted.
  22. 22. ACTIVE OBSERVATION ANIMAL CONTROLtime with her favorite dog and took photos to inspireother owners to hear his story and adopt him forever.After posting it on facebook, a future owner wantedto give the dog a home. Jennifer was sad to see Pluggo, but happy to see it go to a comfortable home andfamily.Interviewee: Diane/Animal Control AdviserInterviewer: MonicaBasics: For the orientation process we went into theconference room of the facility. We stayed there fora few minutes while Diane talked and explained us abit about the facility, the animals, and what we are because Diane explained that sometimes for varioussupposed to do as volunteers. She was so nice and reasons some of the animals have to be euthanized.seemed so in touch with these animals. There where Experience: While Monica was there she saw how aabout 12 volunteers, 8 of which were SCAD students; volunteer bathed a whole litter of puppies. She alsoand we all wanted to do the same thing: help these saw how employees interact with the animals andanimals find a new loving home. Afterwards, we how they act quickly when they see something weirdwent to see the kennel area and it was weird. It had going on with one of the animals.some positive things like the kennels being “big”,and they had an indoor part and an “outdoor” part. How do you feel about volunteers?The kennels where dirty though. There was poop She answered that she was so grateful within several of them. Also, the smell was very strong volunteers and that they really appreciate that theybut after a while you get use to it and don’t sense it come to the facility.anymore. Do you get attached to these animals?Process: They take animals that have no home and Monica actually wanted to ask this question but shedo their best in finding them a home. This also did not need to. As she listen to her speaking aboutincludes medical care while in the facility and all of these animals she knew that she did get attached.the necessary care before the animal is given to his Actually she was telling us about the many animalsnew family. They even take care of pregnant animals she has at home and how she takes care and nurtureand then nurture their puppies. It was sad though them every day. 22
  23. 23. PARTICIPATE OBSERVATION Researcher: Monica/Animal Control Volunteer Experience: While she was there she tried to take as Basics: Monica was very excited but when she many dogs for a walk as she could. When she took entered the kennel area the smell was unbearable. them out they were so excited and happy; it was hard She loves animals with all her heart but the places’ for me to control them, even if they were really small, smell made them seem dirty. The poop in the kennels because they were very hyperactive and when she was also very disgusting. pulled the leash they started coughing. Monica also went by several kennels and spoke to the animals and gave them a bit of attention. I love animals with all my heart but the places’ smell made them seem dirty. Reaction: Actually, taking them out for a walk was very fulfilling. They were so happy and excited that it was really nice. She would have loved to be able to take them all for a walk because it is so good for them.
  24. 24. ORIENTATION PROCESS ANIMAL CONTROL APPLICATION FORMFill out application and Humane SocietyInform what is not acceptable behavior Process of taking in Pregnant Dogs -give examples Process of treating puppies for heart wormsInform about the euthanization process and Process of pre-opening of facilitythe category this location falls under - cleaning and feedingPet fostering information Explanation of Kennel CoughHistory of Animal Control Process of volunteer Meet and GreetsMeet and Greet Process Explain overall goal of Animal ControlExplain difference between Animal Control 24
  25. 25. PROCESSRESEARCHERS SHANAE BROOKS CLAUDIA LEAL Industrial Design ‘14 Industrial Design ‘14 Detroit, Michigan Managua, Managua XX XX
  26. 26. PROCESS RESEARCHERS JO-YEE PANG MONCIA ROJAS Service Design ‘14 Industrial Design ‘14 Columbus, Ohio San José, Costa RicaXX XX 26
  35. 35. PROCESSTRANSCRIPTION11:33am–Generally do not know how to stray population. We have come a long way had never been with another human except mothers, very caring, very protective and theyhandle the dogs and so they will stating to since then. We have already, to date, we have him. The biggest one we have, 3 of them bit, do a good job. It is very important that oursquirt them with water we do not want that, already adopted out over 1200 animals this one bit an officer, one bit a volunteer, one bit dogs are de-wormed because the worms willso if you see that, if you do not want to tell year already, so that is fantastic. We can’t get a community service worker. So they were kill puppies faster than anything, believe it.them to stop well ask them what they are them all adopted out , we want to. Our two put in isolation and they were left there for a So we have a protocol that we do; puppiesdoing then you come get somebody, okay. outside pens are for meet and greets for dogs couple of weeks, they were going to euthanize should be done 2 weeks, 4 weeks, 6 weeks,Because we had an incident last Saturday that who are to be exercised because they are them and I said no, no. We pulled these dogs and 8 weeks . I am telling you stuff that youone of my volunteers saw a community service going stir crazy on those kennels. And you will from their environment they need a chance, probably won’t even remember but someworker grab a dog up like(demonstrates) this see dogs out there with the name facts on so I got two, one I love, he will come up and day it will click and you will say: I heard that,and threw the dog in the kennel and said them. We have 3 out here that were part of give me kisses. One little black and white I remember that. So the big thing is, if youget your ass in there. That is not acceptable k3, that means that those animals have been one… and he is getting there and one that has are going to take a dog out of this kennel youbehavior we do not want that done in here spade or neutered , micro-chipped, they are not quite got there. But you will see them out are going to walk it, bathe it, help someoneand yes it is very frustrating when you are heart worm negative they have rabid shots, there they have three colors on them. They with a meet and greet. I really do not expecttrying to get a dog in and they do not want to they are up to date on everything. Those are have red ,blue, and yellow, I guess. But they you to do meet and greets. I have had pre-go back in. They do not want to go back in the animals that I have sponsored because for deserve a chance. At least we had a history exposure rabid shots and I am sure that nonekennel they do not want to live in a kennel. So some reason they tug at my heart. So I try to on those dogs we don’t have a history on of you had, so don’t put yourself at risk thatthis is a very big kennel and our euthanization quit looking dogs in their eyes., because once I these dogs .Now The difference between us way. But if they bite me, I do not want to berates are so that we fall in the categories of a do that, it is it. That’s what I was going to tell… and humane, is humane is supposed and I bitten, believe me, but at least I have had thelow kill shelter and so that is fantastic. So that I have 3 dogs out here that in K3 that were say supposed, to take owned dogs, we take exposure rabid shots. So usually staff and I domeans that we are in 40 percent or less in our part of... (Some one walks in) strays and everything else. However if you do meet and greets but if you feel comfortable,euthanization of what comes in. We cannot 11:35– Hello , how are you and you are not have vet records, you do not have proof you can do a meet and greet. We do meethelp doing that because we are out of space, 11:35– Dawn of ownership then they will not take your and greets because we do not want to putplus we do not enough people to just keep 11:35– Who animals. So we end up with people down here these animals in a bad situation and we dodoing it. The department of agriculture is who 11:36– Dawn saying that they would not take my animals not want to put the adopters animals in a badwe report to and we cannot have kennels in 11:36– Come on in have a seat dawn, here, up there. And it is people who cannot no situation. So if an adopter wants to adopt thenthe hallway like we do. This whole week we there is one seat over here Have you already longer afford them, they have been evicted or they have to come in to do a meet and greet.have been packed full of dogs. I also have a signed an application dawn? being transferred, we take the dogs. They are It does not have to be back here where thelost dog book up front full of lost dogs, I do 11:36–No. suppose to take them, but we will take them dogs are barking and it scares their dog halfnot know where they are all coming from. So 11:37–(Dog starts to play) if they give them such a hard time. Because to death, it can be out front. However we canwe have 90 cat kennels, we average about 120 11:37– Gasps we don’t want them to just go let the dog out help them to get these animals out to homescats a day. If you do not know, spring time is 11:37– She is a sweetheart, um, anyway, three let them roam or get hit. So we will take them, that want them. We will take them, we do notkitten time. So we have kittens brought in all are from a hoarding house. I don’t know if any but that is not what we want to do. But that is want… we have a dog over here, his name isthe time. I have 14 at home bottle feeding of you know about we actually had a hoarder one of the reasons we are so full. As you see, buddy. Buddy’s owner committed suicide andbecause they come in everyday. I found this in town who is actually a very nice man. we have puppies. Luckily the lieutenant and I buddy was in the house, I think 3 days beforelittle kitten… I found these little kittens, you Who just got overwhelmed, poor judgment, do not believe in aborting puppies, when you it was found. Nobody looks at buddy becauseknow nobody here has time to bottle feed whatever you want to say. He had 71 dogs. can see the momma is so pregnant, Humane he is just a black dogthem, so I asked for fosters to take a litter 11:38– Sighs does. The actually complained to PETA for 11:41– He is a beautiful doghome so I can at least get something done 11:38– And there was 2 to 4 feet of feces in not doing that. Because it one thing to not 11:41– He is, he’s a sweetheart, So I put it into my house. But, so if you are interested I the entire house and the floor was falling in know, it’s another when you see little bumps the paper, I put in the paper for two weeksknow you guys cannot have anything in your because it was so heavy. When the police on the side. So we end up with puppies and cause I am determined to get him a homedorms, you can only have goldfish, right I opened the doors the dogs ran out, you know we love them and usually they get to go out. before they want to put him down. He is toknow it. Animal control was formed years how dogs run out of the house, they ran dead Usually I have the mother spade and micro- be put down for 3 weeks now. I keep sayingago in the 70’s to actually pick up strays and into the walls because they have never been chipped so she cannot be put down as most no, he deserves and chance. Unfortunatelyput them down. They were to control the outside. They had never touched ground, they of the mothers in here have been wonderful I do not want any of these dogs put down,
  36. 36. PROCESS SUMMARYbut I know it has to be done. But they all why we don’t open to the public until 1pm If you take a special interest in one and youhave some sort of history we just don’t know because it takes most of the morning to clean want to say something special about them on The advisor started off by stating that mostit. This little girl here, (points to dog) luckily this entire place, feed them, clean then, feed the cage that is fine too. Anything that can of the of the children that come to visither owners are coming, but you would know them. Any questions before I go any further? help them get out of here. If you are walking will squirt the dogs. She then went on tothat she has been loved I mean she is a Okay . If there is a red sticker on a kennel people through and you say what are you explain what was not acceptable behaviorsweetheart. She does not want to bite, she’s that is a bite case, do not go up to them, do looking for and if they are looking for a specific of volunteers, staff and community servicebeen in the car, she snuggles up in bed. You not touch that dog. If you are walking people kind of dog, if they are looking for watch dog workers. Overcrowding of the facility is thewant dogs to be connected to their owners through, we don’t let anybody go through the and you know there is something out that next subject that she talked about, statingbecause you know that they’ve been loved kennel unescorted. So as volunteers you will that is big and ferocious and you say here is that they have kennels in the hallways andand treated right. I have three dogs at home be responsible for taking people through and one. If they are looking for little dogs then that is not acceptable. She also states thatwho when you raise your hands they duck, if you have fallen in love with some dog and you can concentrate on those. Buddy, you people can foster litters of cats becauseso that tells you they have been hit over and you notice that he loves his ears… tell them know, please don’t tell people that his owner they have so many. Animal control wasover. And I have one that screams when you that… tell them. You are trying to sell these committed suicide. You can just tell him that originally started as a way to get strays offpick her up, so apparently somebody hurt dogs. We want to get them out of here if you his owner died. But we want to get buddy out the streets, but it has come a long way, thather when they picked her up. She is not hurt can. Michele and I, at the end of the day it is of here, we want to get preacher out of here. they not only get strays but people bringshe is fine, but she thinks that someone will great to say that we have adopted out 8 dogs. When you see preacher he’s a… in their pets because Humane Society willhurt her, so those are things that we try to But the real question is how many kennels 11:43– I think we may have another one. not take them. She tells another story ofwork through. Most of the little dogs, I try did we empty out. Because we could have 11:43– Oh, come on in,( laughs) dogs that were in a hoarded house with 71to take home and socialize them make sure adopted out 8 puppies out of one kennel and 11:44– I am sorry dogs and piles of feces. It was her missionthey are vivid, make sure they don’t have guess what, we opened up one kennel. So 11:44– Will you do me a favor? Is there to socialize those dogs so they can haveany disease . Kennel cough is very prevalent our real goal each day is how many kennels volunteer contracts up there? a chance to get a home. They have manyhere , if you don’t know what kennel cough can we open, because we know that when 11:44– How many do you want? You need, we puppies because Diane and Michele dois, that is why your dog gets a shot and they another dog is put in; they bring dogs all need 4. Here is a chair right there, there is one not believe in letting a pregnant mother goput it in the nose and mouth. And that is for through the night. The officers do… so you right there. Um yes. -I am just curious, I was at on her own. She then goes on to explainkennel cough, it is very contagious and is air never know. We leave here saying that we another shelter yesterday and the breed that the process of keeping the puppies safeborn. And so if you see a dog hacking,( makes are happy that 4 kennels are open and we they had the most was Pit-bulls. from diseases and other dogs free fromhacking noise), make sure to make a note, come in the next morning and 8 dogs are on 11:45– Same here, yeah, about 80 percent diseases. Meet and Greets are a mandatoryif you don’t see it on a card tell somebody the floor. So we never know what is going to of our dogs are Pits or Pit mixes and process that takes place at the facility foror pull out a pen and mark KC on it. That happen. I have a program that is called pilot unfortunately that is like a bad word. And the adopters and pets to get acquainted,means the dog should get medicated, it is and paws and I have a pilot that fly’s in from it shouldn’t be, Pits are fantastic they are not only with the adopter but the adopter’svery contagious but very treatable. Most of Tennessee in her plane. This is her charity some of the sweetest dogs in the world. It is other pets. She tells another story aboutthe diseases are very treatable. The ones that work, she loads up many little animals in her how they have been treated. The big thing the dog that was in the room, saying thatare really bad are Parvo. We don’t want Parvo plane and she fly’s to Indiana. Mike picks about a Pit and this is what, this is a pit a pit her owners are coming to get her here, sometimes we cannot help that we them up in his plane and fly’s them to Green is powerful, it is not mean, it is powerful. A And the importance of coming from acan pick up a dog that is pre-exposed. If they Bay where they are volunteers waiting to take Pit says I am going, then its going. They are good home. She informs the group abouthave been in somebody’s yard and there was them to Wisconsin to a no- kill shelter. They sweet loving dogs and you will see that you looking out for certain signs of sick dogs.a dog that had Parvo within 6 months, guess calls those a sanctuary. They have mandatory can’t help but fall in love with them. So they She persuades for the volunteers to sell thewhat, they are exposed. And we would not spade and neuter laws up north, so they don’t get this bad rap. When I was growing up it was pets, by telling potential adopters little cuteknow that until the time; it usually takes 7 to have puppies and they are thrilled. I guess it Doberman Pinschers, it was the dog you were facts about the pet. She ended by telling10 days to break. We dread when that comes was three weeks ago maybe, we sent 28 little petrified of. It has been German Shepherds, that about 80 percent of the dog breeds arebecause that means we actually have to do.. guys to them, it was wonderful. We opened it has been Rottweiler’s, its not the breed it Pit-Bull of Pit-Bull mixes and they are just asActually when they cleans the kennels they up 7 cages and when we got back they were is how they have been treated and you can lovable as any other dog, it just depends onput down a chemical to kill diseases and it all filled when we got back from the airport always tell. We actually last year we had a the way they were treated.has to sit in there for 10 minutes. That is why . We were like where do they come from, part wolf in here, and he was a big dog andit takes so long to clean the kennels. That is these dogs, where are they growing from. everybody was scared of him.( laughs) Shanae (Saturday April 14th at 11:33am to 11:46am)
  37. 37. ANALYSISSIMILARITIES/DIFFERENCES SIMILARITIES DIFFERENCES Provide pet adoption facilities Animal Control is much larger than Humane Society Animals in need of a home Animal Control is harder to spot from the street In need of volunteers Animal Control takes in all animals (even wild) Coordinate orientation meeting Animal Control is located behind Humane Society In the same location Animal Control has fewer volunteers than Humane Society Have sick animals The government owns Animal Control Provide temporary homes for animals Animals can be sponsored by people/organizations at Animal Dislike of both facilities Control Both provide care and love to their animals Humane Society fewer kennels than Animal Control Work for a good cause Humane Society has a color mural bring in customers Benefits for the animals Humane Society takes in previously owned animals Volunteers are in charge of walking dogs and socializing them Animal Control takes in strays, abused, owned, and etc. animals Animals can be fostered through facility Dog Trainers come in to demonstrate how to train a dog Humane Society requires 3 trainings before volunteering Humane Society is non-profit through Savannah and not owned by the Humane Society Organization
  38. 38. ANALYSIS PROBLEMS/INSIGHTSINSIGHTS PROBLEMSNot enough volunteers in the facility What can Animal Control do to improve sanitation issues withinNo specific tasks for volunteers each kennel?The love for dogs/cats in facilities How can Animal Control volunteers help with keeping animalsVolunteers like to take out smaller dogs and puppies healthy?Little interaction between volunteer and adviser after orientation What can the adviser do to improve the process of taking out aSanitization issues with each dog dog?Lack of information about dogs How can the adviser encourage volunteers to take out larger dogs?Not enough time to take out each dog every week What can Animal Control do to improve the volunteer status/Volunteers not knowing exactly what to do when going in tasks?Animals per kennel (1-4 animals) How can Animal Control maintain the walking schedule for dogs?Lack of leashes What can Animal Control do to keep track of volunteers?Lack of cleanliness of animals How can Animal Control publicize the information about theVolunteers scared of larger animals animals?Smell – Bad What can Animal Control do to keep volunteers involved?Noise level – High How can Animal Control publicize their adoption process to the Lack of training with animals community?Sign In Sheet in the front office with customers What can Animal Control do to keep track of labeling specificLack of information for dog training in orientation details about the animals? How can Animal Control do to improve the scheduling of volunteer times? What can Animal Control do to create awareness?
  39. 39. ANALYSISPERSONA Natalie Brown// //Natalie is the Volunteer Adviser at the local animal shelter. She is part of the administration at the shelter, works everyday with volunteers and hosts large adoption events. Natalie and the Volunteers// Her Needs// //As an adviser at the local animal shelter, Natalie schedules events, //a place to work meetings, orientations, and trainings for all volunteers. In the morning //a place to network she checks her schedule and drives to the shelter with . She meets with //a place to socialize the administration to go through their daily check list in maintaining the facility. //At the shelter, Natalie walks in the dog kennels to greet her dogs, Reese, Ike, Marley, Lill, Shamus, Ruby, Tiny Tim, and Preacher. A few of Her Goals// these dogs belong to a specific rescue group program in the shelter and have been within the facility for over 2 years. Life// //The adoption floor opens at 1 and potential adopters roam through to discover, to feel the facility. Natalie welcomes vistors and her volunteers to help out at accomplished at work the facility. She is greeted by a new volunteer waiting for her one on Experience// to maintain control, one orienation wtih her. Natalie and her new volunter head down the to find a comfortable hallway to her office and explains the stories behind the shelter, the environment, rules in the facility, and the lifestyle they want to show to the customers. to work with //Natalie ends the day a little earlier then others to finish feeding her community workers loving animals at home and relaxes after a hard day at work with her and volunteers End// animals and continues the daily schedule everyday. to complete work
  40. 40. ANALYSISThe ProtectorAGE: 34 years old Goes into work Goes into work everyday once a weekLOCATION: New EnglandTITLE/MAJOR: Volunteer Adviser Foster/Owns a Fosters/OwnsEXPERIENCE: Been at the facility for five years, fostered over single animal multiple animals50 animals, owns 10 animals, and sponsors 6 animals Gives an Gives anPREFERENCES: Dog walking, bathing, giving shots to dogs orientation once orientationcoming in, socializing animals, adoptions a month everydayPERSONALITY: Quiet, outgoing, sensitive, orignial, forceful Works multiple Works oneHOBBIES: Traveling, relaxation, gardening, art collecting, positions positionscrapbooking, baking Attached to Focuses on jobANIMAL ORGANIZATIONS: ASPCA, F.A.C.T.S., PETA, PAWS animalsKEY CONCERNS: Animals not going to a good home and Dog lover Cat loverowners returning animalsMOTIVATIONS: To give something back (love and belonging)
  41. 41. ANALYSISPERSONA Holly Anderson// //Holly is an Employee at the local animal shelter and is part of the administration, she works with volunteers and community workers. She maintains the facility outside and controls the flow of facility. Holly and her Volunteers// Her Needs// xx //a place to work //a place to network //a place to socialize Her Goals// Life// to discover, to feel accomplished at work Experience// to maintain control, to find a comfortable environment, to work with community workers and volunteers End// to complete work
  42. 42. ANALYSISThe Idealist Goes into work Goes into workAGE: 25 years old once a week everydayLOCATION: New EnglandTITLE/MAJOR: Employee/Vet Tech Foster/Owns a Fosters/Owns single animal multiple animalsEXPERIENCE: Been at the facility for two years, owns twodogs, Ryley and Albert, Vet School Maintains volunteers and MaintainsPREFERENCES: Dog walking, bathing, giving shots to dogs community workers facilitycoming inPERSONALITY: Intelligent, Easy-going, quiet, idealistic Works multiple Works one positions positionHOBBIES: Reading, family time, dogs, texting, having a goodcup of coffee every morning Attached to Focuses onANIMAL ORGANIZATIONS: ASPCA, F.A.C.T.S. animals jobKEY CONCERNS: Animals not staying healthy in the facility Cat lover Dog loverand workers abusing animalsMOTIVATIONS: To give something back
  43. 43. ANALYSISPERSONA Kelly White// //Kelly is the Volunteer at her local animal shelter. She is a student at Savannah College of Art and Design (SCAD), volunteers every sunday to care for the loving animals and socialize the animals when possible. Kelly at her Local Animal Shelter// Her Needs// //As a student at SCAD, Sophia goes to class every morning at 8 a.m. She’s currently studying Graphic Design. She drives from Boundary //a place to give back //a place to socialize Village to Alder Hall to work on projects. //a place to destress //After finishing class, she grabs a quick lunch with her friends and B&D Burgers and decides to head over to the animal shelter. //Sophia heads into the shelter and signs in at the front desk. She walks into the office and asks Lisa what she could do to help out. Lisa is unsure and asks another employee. Sophia is given the task to take Her Goals// photographs of the new dogs that had came in that week and to socializes with a couple of the younger dogs by taking them on out a Life// to learn, discover, to walk. volunteer //Sophie is asked her to wash a dog that is getting adopted. And brings Experience// the dog to the front for it’s new family and home. to socialize animals, //Afterwards, Sophie finally visits her dogs that she plays with each to find a comfortable week, but gets called to the front to walk potential adopters. She environment End// suggests her favorite dogs and recommends dogs that fit the customer. to network //She checks the time and decides to leave to go back home to work to find a home for on homework. animals //She finishes her day happy and destressed from her classes.
  44. 44. ANALYSISThe Caregiver Likes to Likes to volunteers in volunteers inAGE: 20 years old the morning the afternoonLOCATION: MidwestTITLE/MAJOR: SCAD Student/Graphic Design Volunteers Volunteers everyday once a monthEXPERIENCE: Has gone through puppy training courses with Likes to take Likes to takeher dog, Rufus out larger out smallerPREFERENCES: Dog walking, dog bathing, walking potential animals animalsadopters, photography of dogs Cat lover Dog loverPERSONALITY: Friendly, outgoing, ambitious, organizedHOBBIES: Camping, texting, puppies, photography, working Owns a(n) Doesn’t own an animal(s) atwith kids home animalANIMAL ORGANIZATIONS: ASPCA Volunteers VolunteersKEY CONCERNS: Animals not finding a home and illness in alone with friendsthe facilityMOTIVATIONS: To seek a more balanced life