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Splitting Up Circulation
Maximizing The customer and employee satisfaction
The Florida State University
SEPARATING CIRCULATION FROM COLLECTION MAINTENANCE INCREASES THE SATISFACTION OF
1.) EMPLOYEES (EMPOWERMENT/EFFICIENCY)
2.) PATRONS (USAGE/PARTNERSHIPS)
We Believe…
Why the change ?
The methodology
Benefits
Challenges
Discussion
This presentation will cover:
History/Why Change?
Access Services Department - 2007
• Circulation Desk• Collection Maintenance• Inventory• Reserves• Storage• Building Security• And all the things no one else wanted to do…
Services/Org ChartFSU Access Services 2007
Goals1. Link material checkout to research/projects - Circulation and Reference were potentially a natural fit - Separate out stacks maintenance
2. Increase efficiency by eliminating distractions - Projects often delayed due to circulation desk needs - Patron needs negatively impacted detail oriented projects
3. Eliminate separation between service points - Service points were located on opposite sides of the building - Negative employee perceptions between departments
4. Put the right PERSON in the right PLACE at the right TIME - Assess staff skills and preferences - Maximize staff skills, preferences, and create new opportunities
MethodologyPrinciple Practice used
Reorganize the people prior to the physical renovation.
Used temporary furniture configurations to begin services.
Increase the responsibilities, expectations, and autonomy of staff.
Involved staff heavily in planning, assessment, and design processes.
Match the personality with the position.
Knowledge Skills Abilities Analysis(KSA)
Staff members listed their top three position options.
Worked with HR to verify process.
First who…then what…
“If you have the right people on the bus, the problem of how to motivate and manage people largely goes away.”
- Jim Collins, Good to Great
Services/Org ChartFSU 2011
Undergraduate Services• U.S. Circulating Items
– Reserves– Outgoing Circulation– Technology Checkout– Self Check
• Reference/Info Assistance• Technology Assistance• Outreach/Concierge • Instruction/Tours+• Tutoring Program• Training/Professional Dev.• Academic Partnerships
Collection Access– Stacks– Recalls– Inventory – Storage– ILL Lending– Uborrow – Faculty Delivery
General Benefits
• Everything is on the table• Opportunity for change• Mentally reframe everything• Fine processing moved
Collection Access
• Not locked into a service point• Increased project completion rates• Greater level of concentration• Flexibility among project priorities• Increased retrieval services
U.S. Circulation
• Focus on customer service – Ritz Carlton• Single service point: Ref/Tech/Circ• Peer model & Peer leader model• No fines discussed at/or around service point• Everyone circulates• Specialized loanable materials (laptops etc)
Quick Circulation Stats
but first…Are the students happy with what we do?
Media Loan Program
2007-2008 2010-20110
10,000
20,000
30,000
40,000
50,000
60,000
70,000
80,000
90,000
100,000
12,767% Increase
Media Loan
Popular Literature
2007-2008 2010-20110
500
1,000
1,500
2,000
2,500
3,000
3,500
4,000
Zero to A Lot
Pop. Literature
Reserves
2007-2008 2010-20110
2,000
4,000
6,000
8,000
10,000
12,000
619% Increase
Reserves
Total Circulation
2007-2008 2010-20110
50,000
100,000
150,000
200,000
250,000
71% Increase
Includes General Collection, Media Loan Program, Reserves, and Self Check.
Gate Counts
2007-2008 2010-2011 -
200,000
400,000
600,000
800,000
1,000,000
1,200,000
1,400,000
1,600,000
1,800,000
52% Increase
Gate Counts
Challenges
• Communication (Policy Creation & Actual)• Information silos• Librarian “ego” and circulation• Favorite staff and Change
What We’ve Learned
• To create service combinations that benefit our patrons
• Staff are happier when their position matches their personality
• Staff are more productive when they’re happy• Large pools can allow for successful staff
swapping• Do what works
Thank You
