historical baggage

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 ButlerHead of Libraries & Learning Resources

Croydon College

* plus taxes, charges, fees and credit card surcharge

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 Croydon– 1,500 students– Foundation Degree, BA, LLB

Impetus for Change

• £32m Refurbishment and Extension

• New Library and LRC over three floors

• “Do more for less”

• Embrace Technology

• Outsource, Outsource, Outsource

“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/photos/isriya/2921811626/Reused under the Creative Commons Attribution-NonCommercial 2.0 Generic Licence

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?

Full Self-Service Roll-out

Accidental Roving

• Only one member of staff needed for self-service

• Other staff being approached by students on the floor

• Help desk use falling

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