the library without walls orange county library system and home delivery
TRANSCRIPT
![Page 1: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/1.jpg)
The Library Without Walls
Orange County Library System and Home Delivery
![Page 2: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/2.jpg)
The Library Without Walls
Orange County Library System and Home Delivery
![Page 3: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/3.jpg)
The Beginning
• The Orange County Library System has offered patrons free home delivery of requested material since 1974.
• In 1974, Orange County, Florida population was 350,000.
• OCLS in 1974: main library, nine branches and a bookmobile.
![Page 4: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/4.jpg)
Issues of the mid-1970s
• Gas prices rising
• More traffic on the roads
• Municipal parking hassles
• (Sound familiar?)
![Page 5: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/5.jpg)
An innovative approach
• OCLS Director at the time, Glenn Miller, wanted to reach patrons throughout the whole service area…
![Page 6: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/6.jpg)
Why not bring the library to them?
![Page 7: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/7.jpg)
MAYL• Mailbox Access to Your
Library
• 9,000 requested books were delivered in 1975.
• By the end of the 1980s, 10,000 requests were being delivered monthly.
![Page 8: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/8.jpg)
The 1990s
• AV materials eligible for request in 1990, account for 10% of requests by 1992.
![Page 9: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/9.jpg)
The 1990s
• In 1994, book rate postage increases 70%.
![Page 10: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/10.jpg)
The 1990s
• OCLS begins association with local courier Priority Express Parcel in 1995.
• OCLS launches website in 1998.
![Page 11: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/11.jpg)
Priority Express Parcel
• PEP forms with the Library’s MAYL service in mind, as an alternative to the postal service.
![Page 12: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/12.jpg)
Priority Express Parcel• PEP begins trial period
with OCLS in early 1995, delivering to a few zip codes.
• By 1997, PEP is delivering more than 90% of OCLS requests.
![Page 13: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/13.jpg)
Priority Express Parcel• PEP couriers leave
package at patron’s door.
• Packages placed in plastic bag on rainy days.
• They don’t knock unless instructed on address card.
• Some instructions are unique.
![Page 14: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/14.jpg)
Priority Express Parcel• With PEP handling the bulk of deliveries, MAYL circa 1995
stands for Materials Access from Your Library.
• PEP delivers requests in 1-3 business days. Comparable cost with USPS results in delivery time of 5-8 days.
• PEP offers good customer service.
• OCLS outsources inter-branch delivery to PEP in 2000.
![Page 15: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/15.jpg)
OCLS Website
• The Library website premieres in 1998, allowing patrons to browse the catalog and make requests online.
![Page 16: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/16.jpg)
OCLS Website
• In May 1998, 2,500 online requests were received.
• In May 1999, 8,500 online requests were received.
• By 2002, 17,000 requests monthly were originating from the website, representing 50% of all requests system-wide.
![Page 17: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/17.jpg)
OCLS Website
• From 1998 until March 2003, online holds were manually entered by staff the day after patrons placed them.
• Toward the end of this period, an average of 30,000 holds each month were being manually entered.
![Page 18: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/18.jpg)
OCLS Website
• In March 2003, OCLS migrated to a new automated system (III Millennium), allowing online holds to automatically appear on patron accounts.
![Page 19: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/19.jpg)
OCLS Website
• So far in 2006, the monthly average for online requests exceeds 53,000.
• Online holds now represent more than 80% of all holds system-wide.
![Page 20: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/20.jpg)
Yesterday and Today
• 1974: Orange County population was 350,000.
• 2006: Orange County population is 1,000,000.
![Page 21: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/21.jpg)
Yesterday and Today• OCLS in 1974: main library, nine
branches and a bookmobile.
• OCLS in 2006: main library (expanded to triple the original size), 14 branches, and…
![Page 22: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/22.jpg)
…The Library Without Walls • The OCLS MAYL service consistently
ranks as the third busiest “location”.
• 2006: – Main circ: 863,793– Alafaya circ: 660,983– MAYL circ: 637,036
– MAYL on pace for 700,000+ in 2007
![Page 23: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/23.jpg)
What’s Being Requested Today?
• 60% books• 20% DVDs• 10% CDs (music)• 5% CDs (books)• 5% VHS/cassette
products
![Page 24: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/24.jpg)
Questions?
![Page 25: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/25.jpg)
Special Services• Requests are processed in the Special Services Department.• Special Services is housed in a 8,000 square foot space in the main library. • Special Services used to include ILL and talking books, but was streamlined over the years to focus
only on holds.
![Page 26: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/26.jpg)
Special Services
• Special Services staff:– One manager– One coordinator (supervisor)– Eight full-time clerks– Six part-time clerks
![Page 27: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/27.jpg)
A Little Help from our Friends
• Special Services relies on:– Staff taking requests in person & by phone– Staff creating more manageable paging lists– Staff searching the shelves for holds from
the paging list– Staff checking in holds to initiate “transit”
status
![Page 28: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/28.jpg)
Taking the Request
• How holds are received:
– 82% placed by patrons via the website
– 10% placed by Questline staff helping patrons by phone
– 8% placed by staff helping patrons in person
![Page 29: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/29.jpg)
We’re Different
• Typically, libraries using III Millennium allow for the selection of a pick-up location, based on patron preference.
• OCLS designates Special Services as the only pick-up location, assuring that all holds are sent there for processing.
![Page 30: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/30.jpg)
“Create List” Paging List
• OCLS has developed a custom-made paging list utilizing Millennium’s “create list” function:– Allows parameters to increase hit rate (ignores
copies checked in within last 72 hours, for example)
– Allows for separate list to address “floating items”– Easier to read and handle
![Page 31: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/31.jpg)
Two Types of Paging Lists• Regular custom list, for items with assigned
owning locations
• Floating custom list, for items “owned” by the last location to check in (lease books, entertainment DVDs)
• Each location searches daily for items on both lists
![Page 32: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/32.jpg)
Two Types of Paging Lists
Main paging lists:– Regular = 400-500
items– Floating = 100-200
items
Branch paging lists:– Regular = 100 - 200
items– Floating = 25 - 75
items
![Page 33: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/33.jpg)
“In Transit” to Special Services
• Staff check in paging list items found on shelf, changing status to from “available” “in transit”.
• Helpful to staff, potentially confusing to patrons.
![Page 34: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/34.jpg)
PEP bringeth, PEP taketh away• Approximately 30% of
holds are pulled from Main.
• PEP delivers the remainder of the holds to Special Services from the branches.
• PEP takes processed holds away from Special Services and sorts the material for delivery
![Page 35: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/35.jpg)
Special Services Process• Pull carts from front of the
holds queue• Three-person teams at work
stations• Two teammates at
computers go through “the process” with each item
• Checked out item passed to bagger
• Package stapled, address card inserted, placed in PEP bin.
![Page 36: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/36.jpg)
Special Services Process• Scan item• Stand up, turn around
three times• Recite first two verses
of “Still Crazy After All These Years” by Paul Simon
• Talk soothingly to computer
• Hope for the best.
![Page 37: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/37.jpg)
Special Services Process• Check in item, prompts
mailing address to print• Pop-up box appears,
providing patron’s name and card number
• Type card number on digital notepad
• Paste card number in appropriate field
• Checkout item, prompts due date slip
![Page 38: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/38.jpg)
Special Services Process
• Requested item appears on patron’s checked out list immediately.
• Check out period for MAYL items is three days longer than standard.
![Page 39: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/39.jpg)
Three Ways to Get It
• Once processed by Special Services, patrons obtain holds three ways:– 92% PEP– 4% postal service– 4% picked up
![Page 40: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/40.jpg)
Postal Packages
• Why a package is sent through the mail:– Primary address is
P.O. Box– Residence is outside
of PEP delivery area– Patron preference
(security)
![Page 41: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/41.jpg)
Pick-up Packages
• Why a package is held for pick-up:– Staff Member– Patron preference– Library decision
(two-time rule)
![Page 42: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/42.jpg)
What About Package Loss?
• Delivery logs kept in Special Services show that approximately 1 in 1,500 delivered items goes missing.
• Some missing items are recovered.
![Page 43: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/43.jpg)
What About Supplies?
• “Jiffy Bag” padded mailers– 170,000 – 200,000
mailers ordered annually in five different sizes
– Most mailers are returned for re-use
![Page 44: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/44.jpg)
What About Supplies?
• Staples and staplers– Special Services uses
approximately 7,500 staples a day
– Swingline automatic staplers used for safety and efficiency
– 75-100 automatic staplers purchased annually
![Page 45: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/45.jpg)
Other Supplies• Plastic sleeves for padded mailers
• Clear packing tape (mailer repair)
• Staple removers
• Pens, paper, etc.
• Total spent on supplies annually:– $36,000
![Page 46: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/46.jpg)
Means of Delivery Cost• PEP address cards
– 40,000-55,000 purchased monthly at $1.80 each
• Postal expenses– Special Services has
own postal machine ($14,000 purchase cost)
– Approximately $60,000 in postage used annually in Special Services
![Page 47: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/47.jpg)
Questions?
![Page 48: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/48.jpg)
MAYL: The Big Picture• For FY 2006, MAYL
operational cost was $1,619,013.31, which includes:– Delivery cost (61%)– Staff salary &
benefits (31%)– Supplies– Overhead for
building space
![Page 49: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/49.jpg)
MAYL: The Big Picture
• FY 2006 MAYL service represents 3.3% of OCLS budget.
• Five years ago, the cost was 2.9% of OCLS budget.
• We must watch the growth rate of MAYL costs as it compares with growth of OCLS budget.
![Page 50: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/50.jpg)
Cost per Unit Comparison• MAYL cost per unit:
$2.63 ($2.37 five years ago).
• $2.63 cost per unit ranks 10th most efficient of 16 “locations”
• MAYL circ:– 2nd highest among
branches
– More than double the circ produced by 9 of 15
branches
![Page 51: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/51.jpg)
“Greatest Thing Since Sliced Bread”
• MAYL has always been popular with patrons.
• The local TV news story (2005):– (The pitch) “One of our editors just loves the
service…we’d like to do a story”
– (The story) “Did you know the Library spends hundreds of thousands of your tax dollars on delivering library books to able-bodied residents?
![Page 52: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/52.jpg)
The Online Survey
• MAYL service survey appeared on OCLS website:– Posted a week
before airing of news story
– Survey stayed up for three weeks
– 1,700 responded
![Page 53: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/53.jpg)
The Online Survey
• 97% of respondents rated MAYL a “Great Service”
• 34% said they use OCLS almost exclusively through the website and MAYL
• 1,100 comments, almost all amazingly supportive
![Page 54: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/54.jpg)
Survey Comments• “This is the best part of your library system. It's what sets you apart from
other counties.”
• “Home delivery service is one of the main things that makes the Orange County Library system so outstanding! We've never lived anywhere that had such an incredible library system!”
• “I absolutely love it. It makes getting the books and selections so much easier. I still go to the library to browse but the home delivery is the best thing since sliced bread.”
• “MAYL is a lifesaver. I have told so many people about it and they don't believe me!!! I love it and when my kids were babies I don't know what I would have done without it. Thank you so much!
![Page 55: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/55.jpg)
Survey Comments• “The first question my kids ask when they get home from school is "Did
the bookman come today?" What else could a parent ask for, and it’s all because of your great program. Thanks.”
• “The library is the only service provided by my tax dollars that I don't complain about! I so appreciate the MAYL service and the library in general.”
• “Wonderful service! What a great time saver! One of the reasons I live in Orange County--thank you!!”
• “It is the most amazing and best feature of the library. Without it, I doubt I would use the library as frequently, if at all.”
![Page 56: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/56.jpg)
Survey Comments• “I've been using this service since I was a young teen who couldn't drive
myself to the library, and I'm nearing 30 now. It's a wonderful way to save time spent in traffic, gas, and piece of mind when I find out what I came to the library for is checked out. I find that MAYL is tax money well spent!”
• “I'm really upset the local media staged a "Sweeps" stunt using MAYL as its scapegoat. This service is wonderful, and a truly philanthropic use of tax money.”
• “I'm a Channel 9 employee and I thought the short-sighted report was just hot-air trying to boost the ratings. I can tell you that as a result of the story against home delivery, Channel 9 received a backlash of emails and calls condemning their attempt to discredit MAYL. To me, it's a wonderful service and time saver for me.”
![Page 57: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/57.jpg)
Questions?
![Page 58: The Library Without Walls Orange County Library System and Home Delivery](https://reader030.vdocuments.site/reader030/viewer/2022032607/56649ed05503460f94bde5cf/html5/thumbnails/58.jpg)
The Library Without Walls
Orange County Library System and Home Delivery