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RFID: A Customer Service Perspective

Learn about the application of Radio Frequency Identification (RFID) technology in libraries, how it enhances workflow efficiency, saves time, and improves security, with a focus on customer service perspectives at Georgia Gwinnett College Library and Learning Center.

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RFID: A Customer Service Perspective

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  1. RFID: A Customer Service Perspective Holly Heitman Kay Chatham

  2. About GGC • The nation’s first 4-year public college in the 21st century • First 4-year college created in Georgia in more than 100 years • Opened its doors as GGC in 2006 • Received accreditation in 2009 • http://www.ggc.edu

  3. GGC Library and Learning Center • Former location in B Building • 12,000 sq. feet • Approximately 30,000 volumes • New location in L Building • Over 90,000 sq. feet • 60,000 volumes and growing (room for 300,000) • Information Commons and 37 study rooms • Academic Enhancement Center • Center for Teaching Excellence

  4. What is RFID? • Radio Frequency Identification • Uses radio waves and electronic tags to help machines identify objects • RFID tags contain an antenna and a chip for storing information • Used extensively in retail and other venues; use in libraries is growing

  5. Why RFID? • Streamline workflow and improve efficiency • Offer convenience and save time for patrons and staff • Enhance security and facilitate inventory • Timing – New building, fresh start

  6. Tech Logic Quote: What We Got • Security Pedestals $19,000 • Automated Book Drop $30,000 • Two Self Check-Outs $13,530 • CircIT Software $4,000 • RFID Tags $33,000 • RFID Inventory Wand & Micro-PC $7,500 • Conversion Station $700 • Workstations $13,730 • Installation & Training $12,050 • Support $3,200 (yr 2) Total $136,710

  7. How Did We Prepare? • Retrofitted existing collection with RFID tags, primarily over Spring Break, 2010 • As items were returned, RFID tags were applied • Tech Logic provided training on the CircIT software, Self Check-Out, and Book Drop • Full-time staff trained the student assistants • Practice! Practice! Practice! • RFID tags were supplied to Baker & Taylor and applied to Opening Day Collection materials before delivery

  8. How does RFID work in Circulation? • Patron comes to Self Check-Out station or Circulation Desk • Patron or staff places item on antenna pad • Radio waves in antenna read barcode number on information chip inside RFID tag • Item is checked out in Voyager via CircIT software and theft bit is deactivated

  9. Self Check-Out Station

  10. Self Check-Out User Interface

  11. CircIT Staff Station Interface “Read/Write Tags” Mode

  12. RFID in Circulation: What’s Great, What’s Not • Self Check-Out • Patrons love it! • Fast, easy, convenient, more private • Requires only minimal training of patrons and staff • Computers or receipt printers may stop working on occasion, requiring a re-boot

  13. Circulation Desk • CircIT runs smoothly in tandem with Voyager, in the background • Staff can check out 2-4 books or DVDs at once • Staff must be in the correct mode to turn the theft bit on or off in the RFID tag • The antenna may check out an item twice, reducing two eligible renewals to one • The antenna pad occasionally fails to read a tag • Receipt printers at Circulation Desk can’t be used at this time due to unforeseen printing limitations

  14. GIL Express • GGC materials can be checked in faster via the antenna pad • Materials from other institutions must still have each barcode scanned individually • Collections • CircIT continues to help Collections staff tag library materials quickly and get them on the shelf faster for circulation

  15. What other products does Tech Logic have to assist us in providing “cool” customer service for our patrons?

  16. AST SystemAutomated Sorting Technology System • Our name : The Book Drop • Components: • Computer with • AST Software • Ultra Sort System

  17. How It Works • Item near Photo Eye causes door to open • Patron places item into opening

  18. How It Works • Item proceeds up conveyor belt • Two RFID antennae scan item • Computer receives check-in information • Item falls into bin

  19. AST Software • Displays information about last item checked in • View state of system • Review logs and statistics • Establish sorting rules if needed From Oct. 19, 2010 to April 21, 2011 # of items in bin - 343 # of items check in - 148 (43%)

  20. AST System • Advantages • Checks in items when library is not open • Disadvantages • Works when power is on • Only checks in approximately 50% of items

  21. Circ TRAK Inventory Wand • Our name: The Wand • Can be used several ways to insure “cool” customer service

  22. Uses of the Inventory Wand • Check security • Scan RFID tags in stacks • Finds books without theft bit activated • Inventory • Insure catalog information is correct • Insure books are shelved correctly

  23. Components Inventory Wand Micro PC with CircTRAK software Accessories: USB cable, charger, carrying case, stylus with strap, earbuds

  24. How It Works • Charge computer and wand • Turn on computer • Bluetooth activated • Access CircTrak Software • Turn on the wand • Bluetooth activated

  25. Micro Computer • From Main Screen, select Settings • Set up Standard Interchange Protocol (SIP) server connection • Provides titles and barcodes • Wireless connection is required for SIP server

  26. Check Security • Select Check Item Security • Click Start Wand on Computer Screen • Successfully Started Wand will appear

  27. Check Security • Scan books with wand • Range 6 inches • Only reads RFID tag as it comes into range of wand therefore books not read in LC order • Ten to fifteen items per second

  28. Check Security • Red screen will appear when wand locates a book without theft bit activated • Book is put on ”Found List” • Theft bit is activated

  29. Check Security • Select Stop Wand on screen • Turn off wand • Save barcodes and titles to text file 107 books not activated out of approximately 35,000 books (0.3%)

  30. Inventory • No SIP Server connection

  31. Inventory • Save barcodes to text file on Micro PC • Transfer text file to flash drive • Download file into Voyager Reporting System (VRS) • Inventory Control Processing Screen • VRS will build an Inventory Master Report

  32. Inventory • Wand only scans about 75% of books in stacks • Metal shelves distort signal • Check Not on Shelf (NOS) books and problem books • Help locate books shelved incorrectly • Reports show what order books are read in

  33. Inventory Report

  34. Other Uses • Manual searches • Weeded items • Find items incorrectly shelved • Integrated Library System (ILS) searches • Find items that are missing, lost, in transit, checked out • Must have a SIP connection • Search for Multiple Criteria • Build a Specific Search

  35. Lessons Learned • There’s always an adjustment period with new technology – for both patrons and staff • Workarounds for problems may be necessary • Preparation and training are crucial • Implementing RFID is easier for small and/or new collections • Patrons love Self Check-Out, but most will still stand in line for interaction with a human

  36. Questions?http://www.ggc.edu/library

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