This document discusses the implementation of self-service checkouts at Croydon College library. It describes how the library space has shrunk over time due to renovations. To adapt, the library took a "RyanAir approach" to self-service, replacing checkout counters with machines and having staff roam the floors to assist students. This resulted in accidental shifting to a roving model. The document concludes with contact information for the library.

1. Historical Baggage

2. Historical Baggage - £20 per item*

3. Historical Baggage - £20 per item*
* plus taxes, charges, fees and credit card surcharge

4. Historical Baggage - £20 per item*
Tom Butler
Head of Libraries & Learning Resources
Croydon College
* plus taxes, charges, fees and credit card surcharge

5. Taking a RyanAir approach to
Self-Service

8. easyJet – September 2011

9. • Background
• Self-Service Implementation
• Static to Roving
• Free Speech Session

10. 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

11. Impetus for Change
• £32m Refurbishment and Extension
• New Library and LRC over three floors
• “Do more for less”
• Embrace Technology
• Outsource, Outsource, Outsource

12. “Old” Library
• Opened September 1998
• 3,000 m2
• Combined Library, IT Centre, Media
Services, Learning Support, Careers

14. Shrinking library
• 3,000 m2 – 1998
• 1,700 m2 – 2011

17. Still Shrinking
• 3,000 m2 – 1998 (“old”)
• 1,700 m2 – 2011 (“old”)
• 1,450 m2 – 2011 (“new”)

19. Self-Service Implementation
• Trial with one machine, slow uptake
• Visits to other libraries

20. 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

21. 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?

22. Full Self-Service Roll-out

23. Accidental Roving
• Only one member of staff needed for self-
service
• Other staff being approached by students
on the floor
• Help desk use falling

24. Over-engineering

25. One Desk – Two Libraries
© Demco Interiors 2011

26. © Demco Interiors 2011

27. © Demco Interiors 2011

28. © Demco Interiors 2011

29. Free Speech…
Samuel Caulker – Customer Services Assistant
Diana Elliott – Library Supervisor

30. www.croydon.ac.uk/library
@CroyCollLibrary
library@croydon.ac.uk