Circulation Policy: The Groundwork for Patron-Friendly Service Lisa O’Brien, St. Joseph County Public Library
Community South Bend, Indiana 167,000 residents $34,446 median income 28% live in poverty
Library Background 122,959 cardholders 200 employees 617,315 items 2,044,303 circs/year 10 locations
Patron-Friendly Customer Service
Customer Service at the Library Why? Values (Access, Equity, Participation) New service expectations Need for Promoters
Identifying the Problem Frontline Observations Gatekeeper Role Customer Service = Smile Lack of Empowerment
Towards a Circulation Policy Rewrite Before the Rewrite Senior Leadership Written Proposals Strategic Plan Communication
Creating the Task Force The Stakeholders Multiple position levels Main & Branches Passion & Openness
Starting the rewrite process Setting the Tone Overall vision Create goals Open forum
Beyond brainstorming To the Final Draft Example libraries First Draft Early On Ongoing dialogue
New Policy: Library Card Options Providing More Options Limited Access Youth Access Non-Resident School Digital Access
New Policy: Access for Youth Expanding Access Public Computer Access Youth Access cards Fewer age limits on materials Allowed AV loans
New Policy: Changes to Fees Reducing or Removing Fees Created max overdues Reduced exorbitant overdues Reduced AV processing fees Remove DVD no pick-up fee Standard disc replacement fee
New Policy: Increasing Checkout Limits Increases to the following: Total holds on a card Amount of renewals AV checkout length
New Policy: Other changes Other significant changes Easier card registration “Claims Returned” policy No expiration date Computer Use policy
Training Before Implementation Preparing Staff Why + What FAQ Documents Circ Quizzes
Informing the Public Getting the word out Online Announcements Signage at all Locations Targeted Promotions
After the Change The work doesn’t end Coaching frontline staff Reinforcing positive behavior BLAST & other tools Evaluating the change
The Results Positive feedback Improved morale 3.8% YTD Circ Increase 1,600 Youth Access Cards 152 Non-Resident School Cards
The Patron-Friendly Library Circulation Policy should be the following: Reflection of the organization’s values Framework to guide staff, not punitive restrictions Source of empowerment for staff to make exceptions and positive judgement calls
Resources Lisa O’Brien , Communications / Dev Coordinator (l.obrien@sjcpl.org) Bell, Chip R., and Ron Zemke. Managing Knock Your Socks off Service . New York: AMACOM, 2013. Print. Neal, Larry. “‘Claims Returned’ and Other Customer Service Tails.” Public Libraries Online. 2 March 2015. <http://publiclibrariesonline.org/2015/03/claims-returned-and-other-customer- service-tails/> St. Joseph County Public Library. “Public Service Policies.” pg. 24 - 32 <http://www.sjcpl.org/sites/default/files/2016PublicSvcPolicyrev0201.pdf>
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