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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             ...
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...
Impetus for Change•   £32m Refurbishment and Extension•   New Library and LRC over three floors•   “Do more for less”•   E...
“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/...
Full Self-Service Roll-out• 3 Machines replaced 3 counter positions• Staff moved onto the floor• Targets  – 65%-75% Good u...
Full Self-Service Roll-out
Accidental Roving• Only one member of staff needed for self-  service• Other staff being approached by students  on the fl...
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
Historical Baggage: Taking the librarian to the learner Thomas Butler, Head of Libraries and Learning Resources, Croydon C...
Historical Baggage: Taking the librarian to the learner Thomas Butler, Head of Libraries and Learning Resources, Croydon C...
Historical Baggage: Taking the librarian to the learner Thomas Butler, Head of Libraries and Learning Resources, Croydon C...
Historical Baggage: Taking the librarian to the learner Thomas Butler, Head of Libraries and Learning Resources, Croydon C...
Historical Baggage: Taking the librarian to the learner Thomas Butler, Head of Libraries and Learning Resources, Croydon C...
Historical Baggage: Taking the librarian to the learner Thomas Butler, Head of Libraries and Learning Resources, Croydon C...
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Historical Baggage: Taking the librarian to the learner Thomas Butler, Head of Libraries and Learning Resources, Croydon College

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Historical Baggage: Taking the librarian to the learner Thomas Butler, Head of Libraries and Learning Resources, Croydon College

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Historical Baggage: Taking the librarian to the learner Thomas Butler, Head of Libraries and Learning Resources, Croydon College

  1. 1. Historical Baggage
  2. 2. Historical Baggage - £20 per item*
  3. 3. Historical Baggage - £20 per item* * plus taxes, charges, fees and credit card surcharge
  4. 4. Historical Baggage - £20 per item* Tom Butler Head of Libraries & Learning Resources Croydon College * plus taxes, charges, fees and credit card surcharge
  5. 5. Taking a RyanAir approach to Self-Service
  6. 6. easyJet – September 2011
  7. 7. • Background• Self-Service Implementation• Static to Roving• Free Speech Session
  8. 8. 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
  9. 9. Impetus for Change• £32m Refurbishment and Extension• New Library and LRC over three floors• “Do more for less”• Embrace Technology• Outsource, Outsource, Outsource
  10. 10. “Old” Library• Opened September 1998• 3,000 m2• Combined Library, IT Centre, Media Services, Learning Support, Careers
  11. 11. Shrinking library• 3,000 m2 – 1998• 1,700 m2 – 2011
  12. 12. Still Shrinking• 3,000 m2 – 1998 (“old”)• 1,700 m2 – 2011 (“old”)• 1,450 m2 – 2011 (“new”)
  13. 13. Self-Service Implementation• Trial with one machine, slow uptake• Visits to other libraries
  14. 14. 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
  15. 15. 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?
  16. 16. Full Self-Service Roll-out
  17. 17. Accidental Roving• Only one member of staff needed for self- service• Other staff being approached by students on the floor• Help desk use falling
  18. 18. Over-engineering
  19. 19. One Desk – Two Libraries © Demco Interiors 2011
  20. 20. © Demco Interiors 2011
  21. 21. © Demco Interiors 2011
  22. 22. © Demco Interiors 2011
  23. 23. Free Speech…Samuel Caulker – Customer Services Assistant Diana Elliott – Library Supervisor
  24. 24. www.croydon.ac.uk/library @CroyCollLibrary library@croydon.ac.uk

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