PC Reservation and Print Management Technology Strikes Again!
What are we doing? Installing: Envisionware PC Reservation and Print Management (called LPT:One) At Main Library and the St. Stephens Branch January 8th-10th Major change in how we handle the computer labs and print jobs
What is PC Reservation? Library customers can: Check out their own computer. If all the computers are being used, they can place a reservation to use the next available computer. Place a reservation to use the computer later in the day.
What is print management? Library customers can: Send a print job to the printer knowing how many pages will be printed. Go to the printer and “release” the job for printing. The printer will not complete the job until they insert coins or bills into a coin-op machine.
Why are we doing this? At the core of everything we do: MISSION & BUDGET OUTCOMES! Review the mission: Catawba County Libraries inspire the joy of reading, life-long learning, cultural appreciation, creative thinking, and promote economic development and individual growth through comprehensive resources, a knowledgeable and responsive staff, innovative technologies, and welcoming facilities.
Improve customer service Outcome statement: Catawba County citizens will experience friendly and knowledgeable customer service so that they are able to find exactly what they need. Frees reference staff to assist customers!
How will this change affect customers? Customers can: Check out their own computer (good or bad?) Print and pay without staff handling the copies or the money Will know exactly when their session will end Can extend their session if no one is waiting Can reserve a computer for the same day only Will need a PIN Customers with more complex information needs will have more staff to help them Other ideas?
How will this change affect staff? Staff: Will not have to be “stationed” in the computer lab (good or bad?) Will not have to “bump” customers from the computers Will not have to intervene with print jobs Will have to teach customers how to use the system Will have to make sure that customers get a PIN Can spend more time helping customers who have more complex needs Can stop worrying about whether or not customers are paying for their print jobs Other ideas?
How can we all make this a positive change? Support reference staff as they implement the change Communicate to customers that this is a good change Help customers to get a PIN Provide feedback to reference staff so that they can make sure the new system is working Smile a lot – other ideas?
How will this changetake place? Envisionware will send technicians to install the system and train staff January 8-10th Computers will be “down” on a rotating basis as technicians install the programs A staff computer at the reference desk will be set-up to be the management console for the system; a computer at the customer service desk may also be set up to manage the system.
What happens after the installation? We watch and listen to our customers. Is the system working for them? Do staff understand how to help customers use it? Do any changes need to be made so that it works more effectively? Staff must continue to “sell” this project to customers.