This document summarizes the implementation of an RFID system by the Hamilton Public Library between 2006-2012. It overviews the goals of improving efficiency, customer service and collection protection. Key steps included tagging the collection, installing self-checkout kiosks, sorting machines and security gates. Lessons learned included managing interference from metal items and cables, weeding before tagging, and training staff. The system rollout has enabled staff to spend more time on customer interactions and improved circulation without increasing staff. Next steps include expanding the system and moving to operational support.

1. Mary Sakaluk and Paul Takala
Nov. 18, 2011
“Eliminating wasteful activities in the service delivery
chain will result in improved customer service.
Improved customer service will lead to significant cost
reduction” John Huber

2. Background Info
 Hamilton has a population of approx 530,000
 Over 400 square miles of urban and rural space
 Holds
 176,746 in 2001
 1,153,163 in 2008
 1,352,674 in 2009
 Circulation for 24 branches;
 4,701,565 in 2007
 5,122,736 in 2008
 6,059,335 in 2009
 6,346,100 in 2010

3. The Two Kinds of Technology
 Sustaining technologies improve performances of
established products that are valued by the majority of
the customers in mature markets.
 Disruptive technology is an innovation that helps
create a new market and eventually goes on to disrupt
an existing market displacing an earlier technology.
Sustaining
Technology
Performance
Disruptive
Technology
Time

4. Monthly Downloads
HPL Annual Circ 2001-10
Jan 2010 to Date
7,000,000
16,000
6,000,000 14,000
12,000
5,000,000
10,000
4,000,000
ebooks Monthly
8,000 Circ 2010-2011
3,000,000 eAudio Monthly
6,000 Circ 2010-2011
HPL Annual
2,000,000 Circulation
4,000
1,000,000
2,000
0 0
2001 20022003200420052006200720082009 2010 J M M J S N J M M J S

5. Impact of RFID and Other Changes
24,000
22,000
20,000
18,000
HPL Circ per
Series1
16,000
FTE since
Amalgamation
14,000
12,000
10,000
2000 2002 2004 2006 2008 2010 2012

6. Goals of the Project
 To address work-flow for increased volume of
circulation, hold requests and movement of
materials between locations
 To meet increasing demands with existing staff
complement
 To address ergonomic issues in handling materials
 To enable staff to focus on value added customer
service: customer assistance, reader’s
advisory, information service and programs
 To meet expectations for self-service options

7. Goals of the Project
 To protect patron privacy by enabling self-checkout
 To help reduce loss rates (particularly in high demand
formats such as DVDs, Games, BluRays)
 To make better use of limited or “prime” space
 To implement inventory control and reduce staff time
locating collections
 To increase job satisfaction by using expertise and
education appropriately
 To decrease focus on materials and computer screens
and increase interaction with their customers.

8. Date Project Milestones
Prepare RFP and run pilot at 3 locations
2006 Libramation Awarded Contract
$723,000 allocated
System Implementation
2007 $620k for tags; $2.78 mill for RFID
Review vendor performance
Award SirsiDynix ITG contract for RFID
2008
Equipment Rollout
Award MK Sorting Materials Handling Contract
2009
Equipment Rollout, 3 sorters December
Rollout of Sorters, Self Checks,
2010 - 2011
Gates, Staff Pads
2012 LibDispenser for Valley Park

9. RFID Equipment – Self Checks

10. RFID Equipment - Sorters
 Central - 848,509 (11 bins)
 Terryberry - 632,145 (7 bins)
 Turner Park – 528, 095 (9 bins)
 Ancaster - 364,383 (3 bins)
 Westdale - 302,753 (mini sorter – 2 bins)
Ancaster
Westdale

11. Central Sorter Installation

13. Terryberry
Sorter

15. Turner Park Sorter
Installation

16. The Sandwich Test!

17. RFID Equipment – Staff pads

19. RFID Equipment - Gates

20. Other Components
 Tags
 Software
 SIP to ILS
 Furniture
 Marketing Messages
 Standards for spacing (gates, self checks, pads)

21. Tagging – Challenges
 Metallic covers
 Metallic materials (i.e. CDs, DVDs)
 Donut hub tags & Booster tags
 After-the-fact weeding
 Quality control
Looking forward…
 Embedded Tags from Book Trade
 Pre-programmed tags
 High quality/High performance Tag
 Tag Prices Decreasing

22. Lessons Learned
 Metal causes problem:
 You need to be very aware of interference and the
proximity of metal (including nails/screws in
furniture, drawer rails, wiring management…) with
any of the readers/antennas.
 RFID readers/antennas create a reading zone that
is symmetrical below and above the antenna.
Putting metal below the antennas shrinks the size
of the reading cloud both below and above the
antenna.
 Cable Management: it is critical that special
attention be paid to cable management at all
RFID station. Because cables contain metal they
will create interference if not properly tied down.

23. Good Read Range
Poor Read Range
RFID Antenna Table Top
RFID Antenna
Metal Screws,
computer cables,
bad surface area
• Metal is NOT your friend – it impacts reading zone
• Laws of physics apply no matter what a vendor
promises
• Signal to read a chip can be weaker, stronger
signal to write to the chip and turn off security bit

24. Lessons Learned
 Avoid complexity and reduce points of failure
 Decreased tagging on multi-party sets
 Table top instead of under-mounted reading pads
 Accept non tagged items – make it a backroom issue not
a customer service issue
 Removed receipt printers from sorters
 It may look like you have way too much room now…
 Sorters need a lot of space, customers need space to
place items, equipment and materials interfere with
readers
 Don’t forget about the furniture…
 Compare costs of Kiosk vs Table Top models, Table top
cheaper and more flexible

25. Lessons Learned
 Weeding, weeding, weeding BEFORE tagging
 Running the pilot project created the knowledge
base for a successful system implementation
 RFID has helped enable staff spend more time on
higher value customer interactions
 Other changes: hold process, floating collections
have also helped
 Increase in circulation without increasing staff
 The Public is initially concerned about staff losing
jobs – need to have consistent messages ready
 Most customers respond very positively to RFID
 More privacy; quicker check-in
 Implementation anxiety is mostly temporary

26. Lessons Learned
 Efficiency improvements require a system
implementation
 Renovations provide opportunity to implement
RFID
 RFID has enabled better merchandising of the
collections
 RFID equipment is very important, but so is
furniture and positioning - follow the standards
for spacing equipment
 It’s a project – run it like one

27. Lessons Learned
What worked well…
 Cross & small group training
 Greeter function (self checks and sorters)
 Sorter Updates – project awareness
 Standard public service messages
 Have a backup plan for when sorter is down
What didn’t…
 Need a lab to practice typical situations
 Running two parallel systems is difficult for a long time
 Upgrade on a closed Friday and open with new on
Saturday

28. By the numbers…
 35 self checks
 65 staff pads
 5 sorters
 46 gates (pedestals)

29. Next steps
 Improved statistical reporting through Xpresscheck
management console and Exit Watch software
 Complete the rollout of the last self checks and gates
 Complete installations at remaining locations
 New Builds – Lynden, Waterdown
 Renovations –Terryberry, Kenilworth & others
 Inventory wand
 Library Dispenser for alternative service delivery
 Move from project implementation to operational
mode
 Improve documentation and support processes

31. Questions