historical baggage: taking the librarian to the learner thomas butler, head of libraries and...
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Historical Baggage: Taking the librarian to the learner Thomas Butler, Head of Libraries and Learning Resources, Croydon CollegeTRANSCRIPT
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
