(attachment: 12)appendix 7
TRANSCRIPT
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Martin PalmerInterim Libraries Manager:Essex County Council: Libraries
Making it Happen
RFID and Public Libraries – Making It Happen- APPENDIX 7
MMIT NW Beyond the Barcode 21 May 2007
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Essex County Council
Making it Happen
RFID and Public Libraries – Why?
Range of Challenges –
• Negative perceptions – “Sleepwalking to Disaster”?
• Comparisons with retail sector – need to modernise…
• Increasing range of services
• Need to make better use of staff
• Framework for the Future
• Gershon efficiencies…
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Essex County Council
Making it Happen
RFID and Public Libraries – Why?
Offers potential for better customer service through:
– radical process re-engineering
– changes in staff role
– staff savings…?
– more flexible use of buildings
– change in image…?
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Essex County Council
Making it Happen
RFID and Public Libraries…But…
• Expensive
• Few standards
• Different systems, work in different ways
• No interoperability
• RFID still comparatively rare at item level…
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Essex County Council
Making it Happen
RFID and UK Public libraries – take-up
• CILIP Survey November 2006 -
• Public library authorities with RFID = 18
• Public library branches with RFID = 51
• Range of branches per authority with RFID = 1 – 16
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Essex County Council
Making it Happen
RFID and Essex Libraries
In the beginning… 1998 – 2003
• Colchester – security system problem
• RFID offered a “value-added” solution
• Best Value Review (2000-2001): self service a priority
• Colchester - live September 2003
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Essex County Council
Making it Happen
Colchester showed that…
RFID potential can be realised…
– Popular with public
– Frees up staff time
– Opens up library layout
– Makes re-branding/modernisation easier
– And more…
(it also fixed the security system problem…)
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Essex County Council
Making it Happen
RFID and Essex Libraries
Expand and Develop… 2003-2005
• Basildon – large town library
• Thaxted – rural library linked to community college
• Bishops Park – part of extended school
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Essex County Council
Making it Happen
RFID in Essex Libraries
Business Case for RFID based on a mix of:
– Making Gershon efficiencies (2.5% per year)
– Making better use of staff time
– Needing fewer staff – saved by natural wastage
– Extending opening hours
– Contribution to corporate agenda
• “Council’s Front Door…” Partnership working…
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Essex County Council
Making it Happen
Efficiencies…
Experience at first 4 libraries demonstrated:
RFID self service should account for at least 50%
of all loan transactions – issues and returns – at any site
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Essex County Council
Making it Happen
% of current counter routine staff
35%
50%
15%
Saving for Gershon target/increasedICT cost
Retained resource
Floorwalking/increased openinghours
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Essex County Council
Making it Happen
RFID and Essex Libraries
The rollout… January 2006 – March 2007
• 31 more sites over 15 months
• Completed on schedule and within budget
• 35 live sites at present
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Essex County Council
Making it Happen
RFID library vision
An Essex RFID library will be…
• Welcoming
• Easy to use
• Stimulating
• Contemporary
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Essex County Council
Making it Happen
Vision in practice…
• Staff at all levels working actively with customers
• Express Zones to help improve satisfaction with stock
• Every customer transaction is a positive experience
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Essex County Council
Making it Happen
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Essex County Council
Making it Happen
Staff development – new roles
• Library Assistant → Customer Services Assistant
• Pro-active: floor-walking, not book-stamping
• Training and development to support change
– FISH!
– Frontline
– Retail techniques: John Stanley Associates
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Essex County Council
Making it Happen
FISH!•Choose your attitude
•Be there
•Make their Day
•Fun!
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Essex County Council
Making it Happen
Frontline
• Supporting customer service
• Booktalking…
• Displays
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Essex County Council
Making it Happen
Retail techniques…
John Stanley Associates…
– Service presentation
– De-clutter the library
– De-stress the customer
– Transition zones
– Power Displays
– Hunters and gatherers
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Essex County Council
Making it Happen
Floorwalkers… what do they do?
• Host role…
• Engage with customers…
(but, distinguish between hunters and gatherers…)
• Offer help, answer enquiries…
• Maintain Express Zones…
• Make library visit enjoyable and positive…
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Essex County Council
Making it Happen
Floorwalkers – other benefits?
• According to WalMart…
– Shoplifting is reduced by 35% where greeters are employed
to say “hello”…
– Thieves loathe shops with friendly, attentive staff…
– Eye contact is the essential componentQuoted in Publishing News
October 2006
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Essex County Council
Making it Happen
Stock – selection and presentation
• Express Zones –
Books you don’t have to think twice about borrowing
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Essex County Council
Making it Happen
Making it Happen - Standards
• Buildings
• Helping customers
• Presentation of libraries
• Performance management
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Essex County Council
Making it Happen
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Essex County Council
Making it Happen
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Essex County Council
Making it Happen
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Essex County Council
Making it Happen
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Essex County Council
Making it Happen
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Essex County Council
Making it Happen
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Essex County Council
Making it Happen
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Essex County Council
Making it Happen
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Essex County Council
Making it Happen
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Essex County Council
Making it Happen
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Essex County Council
Making it Happen
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Essex County Council
Making it Happen
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Essex County Council
Making it Happen
What do the public think?
• What a great idea! – easy to use…
• A great improvement…
• We find the facilities and layout very convenient –
attractive ambience…
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Essex County Council
Making it Happen
Self service take-up?
• April 2007 – average across 35 libraries:
–Self issue: 66.7%
–Self return: 85.5%
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Essex County Council
Making it Happen
Increase in use…?
• Over half of the RFID rollout libraries are exceeding
their targets for visits – some, such as Witham (+19%)
and Loughton (+18%) by a significant margin…
• Loans starting to rise again…
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Essex County Council
Making it Happen
User satisfaction up 5.8%...
0
10
20
30
40
50
%
Very sat Fairly sat Neither/nor Fairly diss Very diss
Changes in public satisfaction with Essex Libraries 2003-2006
2003
2006
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Essex County Council
Making it Happen
What next?
• Further increase in take-up of self service
• Introduce self service payment from June…?
• More libraries…?
• Make (better) use of RFID in stock management…
• Make use of RFID in Acquisitions…