Presentation for Ohio Library Council North Chapter Conference, April 27, 2016

1. ENHANCING THE PATRON EXPERIENCE
THROUGH COLLABORATIVE SERVICE
Kim Bishop, Branch Manager – Huber Heights
Karen Findlay, Branch Manager – West Carrollton
Ohio Library Council , North Chapter Conference
April 27, 2016 Holiday Inn Independence, OH

2. AGENDA
1. History & Background
Evolving Library Services
2. DML’s System-wide Project
Customer Service Road Map
3. Huber Heights’ Pilot Project
Collaborative Scheduling
4. It’s NOT All or Nothing
Ideas for Implementation
Kim Bishop
KBishop@DaytonMetroLibrary.org
@Love4Libraries
Karen Findlay
KFindlay@DaytonMetroLibrary.org
DaytonMetroLibrary.org
#OLCN16 #EPEC @DaytonLibrary

3. HISTORY & BACKGROUND
Evolving Library Services

4. ADVANCES IN TECHNOLOGY
New technologies are bringing about change in libraries and information centers
• Availability &
Quantity
• Speed of
Delivery
• Interconnectivity
• Entrepreneurial
Activities

5. LIBRARY SERVICES LANDSCAPE
National Trends
Library Funding Uncertain
federal, state, local
State & Local Workforce Cutbacks
unemployment/underemployment
Changing Community Demographics
aging, diversity, literacy
Mixed internet access
digital divide still an issue

6. LIBRARY SERVICES LANDSCAPE
Use of Library Services
↓ Print Book Borrowing
↓ Getting Help From Librarian
↓ Attending Program
↑ Using the Library as Place

7. LIBRARY SERVICES LANDSCAPE
Use of Library Services
http://www.pewresearch.org/fact-tank/2014/06/30/7-surprises-about-libraries-in-our-surveys/

8. USE OF LIBRARY SERVICES
Evolving Customer Service Models In Libraryland:
• Reactive to proactive service
• Going to the patron
• Predicting patron needs
• Seamless use experience
• Responsive websites
• Integrated search features
• Standardized policies and
procedures across system
• Service me anytime for free
• Mobile devices
• 24/7 website, text, email
o Inadequate coordination
o Need for improved internal
communication

9. LIBRARY TECH TRENDS
• Self Check-Out
• Radio Frequency Identification
(RFID)
• Automated Materials Handler
(AMH)
• After Hour Lockers for Holds
(24/7 lobby hours)
• Responsive Websites
(access on any device)
• Mobile ILS applications
(e.g. Polaris Leap®)
• Wireless Communication
(e.g. Vocera)

10. ARE REFERENCE LIBRARIANS BECOMING EXTINCT?
If Reference is Dead, We Need an ID on the Body
http://www.readingreality.net/2011/05/if-reference-is-dead-we-need-an-id-on-the-body/

11. CHANGE IS HARD

12. DAYTON METRO LIBRARY’S SYSTEM-WIDE PROJECT
Customer Service Roadmap – Enhancing the Patron Experience

13. CUSTOMER SERVICE ROADMAP
DML’s Enhanced Patron Experience Committee
Guiding Principles: Mission Statement & Strategic Plan (outcomes are key)
• Adopting profession-wide trend of decentralized service:
- smaller service desks (in new buildings), increased use of roving, meeting the patrons where they are
• Shifting from transactions to interactions; Becoming proactive instead of reactive
• Developing adaptable staff roles: Greeter, Guide, Ask Me, Rover
– Requires collaboration of information services and circulation services staff
• The Roadmap is NOT one size fits all!
– Managers and staff members must communicate about how to cover the roles at each location in
order to provide outstanding customer service for the best patron experience

14. CUSTOMER SERVICE ROADMAP
DML’s Enhanced Patron Experience Committee
Guiding Principles: Mission Statement & Strategic Plan (outcomes are key)
• Adopting profession-wide trend of decentralized service:
- smaller service desks (in new buildings), increased use of roving, meeting the patrons where they are
• Shifting from transactions to interactions; Becoming proactive instead of reactive
• Developing adaptable staff roles: Greeter, Guide, Ask Me, Rover
– Requires collaboration of information services and circulation services staff
• The Roadmap is NOT one size fits all!
– Managers and staff members must communicate about how to cover the roles at each location in
order to provide outstanding customer service for the best patron experience

15. CUSTOMER SERVICE ROADMAP
DML’s Enhanced Patron Experience Committee
• One Stop Service Point
• Specific Public Service Roles
– Greeter
– Guide
– Ask Me Desk
– Rovers

16. HUBER HEIGHTS PILOT PROJECT
Collaborative Scheduling – Moving Toward the New Customer Service Model

17. October
2012

18. October
2013
1st Step:
-combine Ref Schedules
(intro Google Cal)
-new Music & Movies area
(still 2 Circ Schedules)

19. TALKING ABOUT THE CHANGE
What do you LOVE about your job? Would you like to do MORE OF THIS?
• Being Silly with Kids
• Talking Books
• Being Creative
• Helping Patrons Navigate
• Helping Coworkers
• Connecting Patrons with Needs

20. FIRST IMPRESSIONS
What did you think? Please be honest.
Staff Perspectives:
• One Stop Service Effect
• Broadening Viewpoints
• Shift Time Adjustments
Lessons Learned:
• Timing is Important
• Holiday week 
• Length of shift 
• Paradigm shift in concept
of “downtime” or “slow times”

21. FIRST IMPRESSIONS
What are the issues we need to address?
• Paradigm shift (change!) is hard
• Basic assumptions challenged
• Framework disrupted
• Lots of issues
• Questioning timing, explanation,
reasoning, and planning
• Important for managers to
fully “unpack” the message
• Challenging for staff & managers

22. EVALUTING AND MOVING FORWARD
What services were not easily adapted/swapped to be completed at a different service point?
Creating the One Stop Service Point
• Physical limitations on tasks
• Cash register
• Lost & Found
• IT related
• Formal job description responsibilities
• Changes driven by patron needs
• Deemphasizing in some areas, and
emphasizing in other areas
• Weight of job remains the same
• Creates more opportunities for advancement

23. WHAT DID YOU LEARN?
• Everyone learned something
• ILL
• Calendar of Events
• Circ tasks
• Databases
• and more!
• Gave us an opportunity to learn more
about our coworkers

24. Collaborative Schedule (version 1.0) - 2015

25. COLLABORATIVE SCHEDULE
Plus / Delta Exercise
Plus +
Good things as shared by staff
• “Feelingz (so many of them)”
• “Presence”
• “Security Dragons”
• “Segways!! – needed”
• “Getting more exercise is kinda good ”

26. COLLABORATIVE SCHEDULE
Delta -
• Allow for a time and place for open discussion
• True reasons often not immediately expressed
Things to Consider when Implementing Change
• Identify roving zones
• Ensure contingency plans
• Create a stronger sense of teamwork
• Allow enough time – be patient!
Plus / Delta Exercise

27. COLLABORATIVE SCHEDULES
Service Roles Being Developed with Feedback from Branch Staff
CUSTOMER SERVICE ROAD MAP FINALIZED APRIL 2016
GREETERS
Greeters will often be volunteers. Any staff member may be
assigned this role, depending on service needs.
Knowledge, Skills & Abilities
• Friendly & Welcoming Demeanor
• Awareness of Surroundings
• Familiarity with Building Layout
• Knowledge of Events in Building
• Able to Assist with Self-CKI and Self-CKO

28. COLLABORATIVE SCHEDULE
Service Roles Being Developed with Feedback from Branch Staff
CUSTOMER SERVICE ROAD MAP FINALIZED APRIL 2016
MAIN ASK ME DESK
The Main Ask me Desk is like a “ONE STOP SHOP” where patrons can receive all
available library services. This service point will most often be staffed with two
staff members: one Public Services and one Information Services staff member.
Knowledge, Skills & Abilities
• Account Information & Library Cards
• Guest Passes (only printed here)
• Ask Me Line transfers (varies by location)
• Reference Assistance & ILL Requests
• Meeting room Reservations & Program Registration

29. COLLABORATIVE SCHEDULE
Service Roles Being Developed with Feedback from Branch Staff
CUSTOMER SERVICE ROAD MAP FINALIZED APRIL 2016
NO EQUIVALENT FOR THIS BRANCH SERVICE POINT
• Not “one size fits all”
• Retrofitting existing location for model
• No AMH/Self-CKI (still need several staff for returns)

30. COLLABORATIVE SCHEDULE
Service Roles Being Develop with Feedback from Branch Staff
CUSTOMER SERVICE ROAD MAP FINALIZED APRIL 2016
SMALLER ASK ME DESKS & COLLECTION ROVERS
Smaller Ask Me desks will be handled by Information Services staff members,
ideally based on the staff member’s specific collection or audience speciality.
Available Services
• Contributes to covering all public services areas by roving
the collection areas and public access computers
• In-depth Reference, Research Assistance
• Readers’ Advisory, Teacher Collections
• Purchase Requests, ILL Requests
• Technology Instruction & Troubleshooting
• E-Resource Instruction & Troubleshooting
• One-on-One Sessions (personalized assistance)

32. BENEFITS OF COLLABORATIVE SERVICE
A persuasive argument in favor of collaboration to enhance patron service
• Creates a strong sense of organizational teamwork
• Fosters professional development and continuing education among all staff
• Provides more rewarding opportunities to staff who previously only performed
routine tasks
• Enables more flexible scheduling to cover service points during scheduled and
unexpected absences
• Allows staff to provide more of the value-added, individualized attention patrons
have come to expect

33. IT’S NOT ALL OR NOTHING
Ideas for Implementation

34. • DML Branch Managers implementing parts of service model in current locations
• Small locations already collaborate at some level, can implement more ideas
• Strong focus on customer service and teamwork
• Evolving library services necessitate evolving library worker skills
• Fewer repetitive tasks; More customer service oriented tasks
• Nature of “Reference” continues to transform
• How does your organization define Reference?
• How do you/your coworkers/ your staff define Reference?
• Need to have a common definition
• Shift toward collaborative work environments, collaborative learning
• Combined schedules is symbolic representation of one team with one goal
Final Thoughts

35. JUST ONE IDEA
It’s all you need to get started!
One thing I can implement (or explore implementing) at my
library is:__________________________________________
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Presentation slides available on Kim’s SlideShare page http://www.slideshare.net/librarymom
Kim Bishop Kbishop@DaytonMetroLibrary.org Karen Findlay Kfindlay@DaytonMetroLibrary.org