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Lessons Learned -Facilities

Lessons Learned -Facilities. Renovations provide opportunity to implement RFID (and vice versa) Sorters need a lot of space, customers need space to place items, equipment and materials interfere with readers

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Lessons Learned -Facilities

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  1. Lessons Learned -Facilities • Renovations provide opportunity to implement RFID (and vice versa) • Sorters need a lot of space, customers need space to place items, equipment and materials interfere with readers • Compare costs of Kiosk vs Table Top Self Checks - Table top cheaper and more flexible • Build your own • Desk top rather than under-mounted staff pads • Removed receipt printers from sorters

  2. Lessons Learned - Customers • The Public is initially concerned about staff losing jobs – need to have standard public service messages ready • Public need reason to go to self check – reduce staff on desk • RFID has helped enable staff spend more time on higher value customer interactions • Other changes: hold process, floating collections have also helped • Increase in circulation without increasing staff – back up stats are helpful for messaging

  3. Lessons Learned - Customers • Most customers respond very positively to RFID • More privacy; quicker check-in • In control of transaction • Greeter very helpful to introduce new technology • First impressions are key – ensure success • Capitalize on the Wow factor • Staff assistance will vary and that’s ok – do it for them, do it with them, hover just ‘in case’

  4. Lessons Learned - Operations • Running the pilot project created the knowledge base for a successful system implementation • It’s a project – run it like one • Efficiency improvements require a system implementation • Have a backup plan for when sorter is down • Running two parallel systems is difficult for a long time • Upgrade on a closed Friday and opening with new on Saturday was stressful for staff

  5. Lessons Learned - Training • Cross & small group training works well • Basic technical knowledge for staff so they can troubleshoot effectively and coach customers • Need a lab to practice typical situations, test for SIP upgrades • Schedule shifts in RFID branches for staff who are about to use new technology

  6. Impact of RFID (and Other Changes)

  7. Next steps for Hamilton • Improved statistical reporting through Xpresscheck management console and Exit Watch software • Complete the rollout of the last self checks and gates • Complete installations at remaining locations • New Builds – Lynden, Waterdown • Renovations –Terryberry, Kenilworth & others • Inventory wand • Library Dispenser for alternative service delivery • Move from project implementation to operational mode • Improve documentation and support processes

  8. Next steps for Kingston-Frontenac • Finish retagging project • Replace Self checkouts • Add inventory • Book dispenser • Lockers

  9. Questions? Karen Anderson Director, Public Service Branches Hamilton Public Library kjanders@hpl.ca Mary Sakaluk Manager, Digital Technology Infrastructure Hamilton Public Library msakaluk@hpl.ca Lester Webb Manager, Systems and Technical Services Kingston-Frontenac Public Library lwebb@kfpl.ca

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