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Tough Times, Tough Decisions

Tough Times, Tough Decisions

Streamlining, studying and experimenting to save $ and

better serve customers

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PresentersPresenters

Toni Anaya, Materials Access Teamanayat@u.library.arizona.edu

Wendy Begay, Materials Access Teambegayw@u.library.arizona.edu

Robyn Huff-Eibl, Materials Access Team huffr@u.library.arizona.edu

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AbstractAbstract

In the past several years, circulation and shelving statistics as well as the usage of print reserves have declined. At the University of Arizona Libraries, we are moving from a traditional mediated service environment towards increased user self-sufficiency, where the basic circulation transactions become unmediated. Come learn how we have implemented open holds, reserves, self check-in, streaming audio and soon streaming video. Learn how we have consolidated services into a single desk, the challenges we faced and competencies required to create a new future for your circulation staff.

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User Self-SufficiencyUser Self-Sufficiency

Developed a vision (2002) for non-mediated services and increased user self-sufficiency, allowing staff to spend more time assisting customers with complicated information questions

Questioned cost-benefit of keeping items behind “counters” vs. costs to continue staffing multiple service sites

Increased focus on providing information and referral (reference) Strategic Project Team (FINL 2003-2005)

officially moved circulation staff into this work

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Merging Service DesksMerging Service Desks

Campus and Library budget cuts forced MAT to consolidate libraries and service desks

Staff from 3 branches, Architecture, Music and Center for Creative Photography, were consolidated (2003) Closed Architecture Library; consolidated

material and services into Music Library, creating a Fine Arts Library

Hours at 2 of the 3 branch libraries were reduced

Paging services were offered during reduced hours which increased overall access to material

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Merging Service DesksMerging Service Desks

Science-Engineering Library (2005): 3 service points (Reference, Circulation and Photocopy) merged into one service desk staffed solely by circulation staff and student assistants Used one-time funds to demolish 3

existing desks and install 1 new service desk

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Self-Service Holds and Reserves

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Express Check-Out

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Implementation of “One Desk”Science-Engineering Library

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Policies Supporting User Self-SufficiencyPolicies Supporting User Self-Sufficiency

After analyzing reasons why users were accruing small fines, we developed new circulation and reserve policies to help reduce this work (2003)

Developed innovative unmediated services (2003-2005) placed materials such as holds, CDs,

reserves, and videos in the general stacks enabled videos to be checked out on Express

Check machines promoted streaming audio to replace CDs on

reserve

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Policies Supporting User Self-SufficiencyPolicies Supporting User Self-Sufficiency

Created strategic projects to address team processes: promoted usage of our Express

Checkout machines conducted a cost analysis of hiring

and training shelving employees to stabilize the workforce and reduce costs

addressed the customer's “biggest” problem of not finding material in the library

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Customer ReactionsCustomer Reactions

Change is never easy but overall positive reactions

In 3 short years, Self-Check usage has increased on average from 20% of total circulation to 75%

Customers love not having to wait in line for their holds and reserve books

Users like open media; average loss rate of 5 DVD’s per month but still cheaper than staffing a separate service desk

Piloting streaming video this Fall with 5 Faculty who have items on reserve

Mediated vs. Non-mediated

3-Year Trend: Comparing Non-mediated & Mediated Checkout and Renewal Transactions

258,947300,212

346,830

191,502

99,96978,462

0

50,000

100,000

150,000

200,000

250,000

300,000

350,000

400,000

FY 2003/2004 FY 2004/2005 FY 2005/2006

Fiscal Year: compares July to March

# of

Tra

nsac

tions NONMEDIATED

MEDIATED

Linear(MEDIATED)Linear(NONMEDIATED)

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How did Circulation Staff begin providing Reference?How did Circulation Staff begin providing Reference?

Strategic Project Team (FINL) formed to investigate all information & referral services, assess the quality of these services and find a way to provide services of the same or higher quality for less money

Data of actual questions revealed 90% of reference questions were appropriate for staff to answer All circulation staff are at a high level,

Library Specialist (similar to a Library Assistant IV or V elsewhere)

Finished a re-grading study; new titles and position descriptions implemented April 2006; new titles i.e. Library Information Associate

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Reference Staffing Pilot-Fall 2004Reference Staffing Pilot-Fall 2004

Staff attend 15+ training sessions, ranging from searching the catalog and indexes, software training such as Excel, Scanning and CD burning to specialized reference training such as Chemistry, Patents, and Astronomy

Staff must meet library quality standard: 100% of staff providing Information and Referral will receive 90% or higher on reference training

Librarians participate as reviewers on staff developmental reviews (performance reviews)

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Reference Staffing Pilot-Fall 2004Reference Staffing Pilot-Fall 2004

Staff shadow science librarians mid-August to mid-October

Librarians shadow staff mi-October to end of November

Staff work solo December 1st Librarians formally observe staff December–

February, documentation submitted as part of their developmental reviews

Implemented online “referral” system to support the 20% of questions needing a subject librarian

No customer complaints due to changing level of staffing at the desks

3 rounds of data collection over two years continue to support this level of staffing

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Examples of Competencies RequiredExamples of Competencies Required

Circulation/Fines Customer Service, Fines/Billing, Laptop

knowledge Photocopy Services

Cash handling and credit card functions Basic Reference

Reference Interview process Index Searching in Academic Search Premiere

Advanced Reference Subject specific training such as Chemistry,

Astronomy, Patents, Music, Art & Architecture Hardware/Software

Word, Excel, PowerPoint, Scanning, CD Burning

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ChallengesChallenges

Large number of training sessions in a short time period

Each site requires more in-depth subject training Standards Enforced: shadowed, observed and

feedback from librarians Referral system (training, feedback and updates) Absorbed extra desk hours by re-allocation of

circulation work Converted student wages to hire half-time staff devoted

to working the desk, allowing us to provide higher level service (2004)

Some staff work shifted to student workers (coordination of shelving activities)

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The FutureThe Future

Continue to respond to customer feedback LibQual+ Library Report Card comments

Moving away from the concept of traditional Circulation Services, focusing more on providing Information and Referral

“One Stop” for customers

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The FutureThe Future

Continue working out the glitches and increasing the amount of unmediated transactions through self-service Turned over billing fees to Bursar and

Collection Agency Circulation of laptops Continue exploring and implementing “My

Library” services E-Commerce for paying fees (July 2006) Self Check-out and Self Check-in Streaming Video for Course Reserves

(Fall 2006)