The document discusses the implementation of a new self-checkout service model at the Columbus Metropolitan Library. It provides tips for staff on ensuring the success of the new checkout machines, including keeping interactions positive, simple, and focused on helping customers. Staff are encouraged to promote the new service and help customers learn the system. Data on checkout statistics and feedback from staff indicate that the new checkout process is faster and creates a more positive customer experience. Fears about the changes are addressed by debunking common myths. The presentation concludes by outlining next steps to test and evaluate the new system.

1. Joe Yersavich
Manager, Hilltop Branch
Columbus Metropolitan Library
New Service Model

2. Today’s Goals:
Inform
Instruct
Interact
Inspire

3. Interaction Check
Moo moments
Hootie Hoo moments

4. Challenges we face

13. Quick History
My history at the library.
New Albany Library (the plan).
Check Out Ambassadors.

14. Current Self Check Statistics
80,690,970 76,657,101
Total Circ
2004 - 2008
Self Circ
2004 - 2008

15. NEW CHECK OUT
REAL TIPS
FOR SUCCESS

16. HAVE FUN!
KEEP IT POSITIVE
This is a great new
service.
Get excited about
it.
Don’t worry about
being perfect

17. KEEP IT SIMPLE
 Everybody uses the
new machines.
 Explain why if you
make an exception.
 Use your judgment.
 Just say yes. Ask the
question “Why am I
saying no?”

18. TRY IT…YOU’LL LIKE IT!
 Be proactive in helping.
 If customers need help
walk them through it.
 If they need more help do
it for them and show them
how easy it is.
 We will always be here to
help if you need it.

20. CALLING ALL STAFF
 Support from all levels of
staff with self check out.
 “This library is all self
check out” let me show
you how it works.
 Staff use the Check Out
units.
 Share stories.

21. GREAT NEW THING
 Try these machines,
they are cool.
 Keep evaluating
techniques.
 Open lines of
communication
 Try different things.

22. LET ME SHOW YOU HOW
 Staff walks customers
through the check out
process.
 More time on teaching
and training
customers instead of
“scanning items”.

23. WE ARE HERE TO HELP
Have staff on the
floor to help
customers with the
machines.
Some customers
like it better to learn
it on their own.

25. SHOW ME THE
NUMBERS
Post daily numbers to show
your percentage of “self”
check out versus total circ.
Look for patterns.

26. SHOW ME THE CHOCOLATE
Know your goal
(aim higher).
When you reach
this goal, have a
party. Celebrate
your success

28. IT’S ALL GOOD
 Customers are less dependent on staff
 Staff has more time for complex issues
 More access points to check out
 Lines disappear
 Teaching instead of “hand holding”
 More customer responsibility.

29. IT’S ALL GOOD (2)
 Better form of service.
 Let people do what they are best at.
 No more lines (did I say that)
 Customers who need help get that help
quicker.
 Customers who don’t need help, don’t
have to wait

31. FEARS

33. Myths
 “X” group can’t or won’t do it.
 We will lose our jobs.
 My skills will be obsolete.
 Everything will get stolen.
 Not as personal. More removed.
 Nice but it won’t work here.
 We will lose customer interaction.
 Customer service will drop.

36. Ready to Scan CardReady to Scan Card

37. Ready for PINReady for PIN

38. One item scannedOne item scanned

39. Receipt screenReceipt screen

40. Words from Staff
Amazingly it make checking out FASTER (that
still blows my mind).
I feel that this has created a friendlier interaction
with the customer
Reduced stress during busy times…a lifesaver.
Customers don’t have to wait behind a customer
with Lost & Paid or shelf checks to check out.

41. Words from Staff (pg 2)
If you enjoy serving customers, you’ll love
the work even more – it’s a better job.
You are going to have better and more
rewarding interactions with the customers
than you ever had before.
I got more handshakes, more jokes, more
smiles…the entire interaction is just so much
more positive.

42. Quick To Do list
1. Create team (Service, IT, PM staff, etc).
2. Test, test, test (usability testing).
3. Evaluate
4. Make punch list (prioritize).
5. Select pilot location. Big kickoff.
6. Evaluate again.
7. Gather feedback from customers and staff.
8. Share.

44. Wrap up
Questions?
Thank you Allen County Public
Library.