historical baggage
DESCRIPTION
A presentation by Tom Butler head of libraries Croydon college which focuses on the redesign of library circulation and help desk services. Given at the 2012 ALISS AGMTRANSCRIPT
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
