splitting up circulation maximizing the customer and employee satisfaction the florida state...

Splitting Up Circulation

Maximizing The customer and employee satisfaction

The Florida State University

SEPARATING CIRCULATION FROM COLLECTION MAINTENANCE INCREASES THE SATISFACTION OF

1.) EMPLOYEES (EMPOWERMENT/EFFICIENCY)

2.) PATRONS (USAGE/PARTNERSHIPS)

We Believe…

Why the change ?

The methodology

Benefits

Challenges

Discussion

This presentation will cover:

History/Why Change?

Access Services Department - 2007

• Circulation Desk• Collection Maintenance• Inventory• Reserves• Storage• Building Security• And all the things no one else wanted to do…

Services/Org ChartFSU Access Services 2007

Goals1. Link material checkout to research/projects - Circulation and Reference were potentially a natural fit - Separate out stacks maintenance

2. Increase efficiency by eliminating distractions - Projects often delayed due to circulation desk needs - Patron needs negatively impacted detail oriented projects

3. Eliminate separation between service points - Service points were located on opposite sides of the building - Negative employee perceptions between departments

4. Put the right PERSON in the right PLACE at the right TIME - Assess staff skills and preferences - Maximize staff skills, preferences, and create new opportunities

MethodologyPrinciple Practice used

Reorganize the people prior to the physical renovation.

Used temporary furniture configurations to begin services.

Increase the responsibilities, expectations, and autonomy of staff.

Involved staff heavily in planning, assessment, and design processes.

Match the personality with the position.

Knowledge Skills Abilities Analysis(KSA)

Staff members listed their top three position options.

Worked with HR to verify process.

First who…then what…

“If you have the right people on the bus, the problem of how to motivate and manage people largely goes away.”

- Jim Collins, Good to Great

Services/Org ChartFSU 2011

Undergraduate Services• U.S. Circulating Items

– Reserves– Outgoing Circulation– Technology Checkout– Self Check

• Reference/Info Assistance• Technology Assistance• Outreach/Concierge • Instruction/Tours+• Tutoring Program• Training/Professional Dev.• Academic Partnerships

Collection Access– Stacks– Recalls– Inventory – Storage– ILL Lending– Uborrow – Faculty Delivery

General Benefits

• Everything is on the table• Opportunity for change• Mentally reframe everything• Fine processing moved

Collection Access

• Not locked into a service point• Increased project completion rates• Greater level of concentration• Flexibility among project priorities• Increased retrieval services

U.S. Circulation

• Focus on customer service – Ritz Carlton• Single service point: Ref/Tech/Circ• Peer model & Peer leader model• No fines discussed at/or around service point• Everyone circulates• Specialized loanable materials (laptops etc)

Quick Circulation Stats

but first…Are the students happy with what we do?

Media Loan Program

2007-2008 2010-20110

10,000

20,000

30,000

40,000

50,000

60,000

70,000

80,000

90,000

100,000

12,767% Increase

Media Loan

Popular Literature

2007-2008 2010-20110

500

1,000

1,500

2,000

2,500

3,000

3,500

4,000

Zero to A Lot

Pop. Literature

Reserves

2007-2008 2010-20110

2,000

4,000

6,000

8,000

10,000

12,000

619% Increase

Reserves

Total Circulation

2007-2008 2010-20110

50,000

100,000

150,000

200,000

250,000

71% Increase

Includes General Collection, Media Loan Program, Reserves, and Self Check.

Gate Counts

2007-2008 2010-2011 -

200,000

400,000

600,000

800,000

1,000,000

1,200,000

1,400,000

1,600,000

1,800,000

52% Increase

Gate Counts

Challenges

• Communication (Policy Creation & Actual)• Information silos• Librarian “ego” and circulation• Favorite staff and Change

What We’ve Learned

• To create service combinations that benefit our patrons

• Staff are happier when their position matches their personality

• Staff are more productive when they’re happy• Large pools can allow for successful staff

swapping• Do what works

Thank You

Ted Chaffintchaffin@fsu.edu

Dan Schoonoverdschoonover@fsu.edu