Circulation Policy: The Groundwork for Patron-Friendly Service Lisa - - PowerPoint PPT Presentation

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Sep 12, 2023 18 likes •228 views

Circulation Policy: The Groundwork for Patron-Friendly Service Lisa OBrien, 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

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Circulation Policy: The Groundwork for Patron-Friendly Service

Lisa O’Brien, St. Joseph County Public Library

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Community

South Bend, Indiana 167,000 residents $34,446 median income 28% live in poverty

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Library Background

122,959 cardholders 200 employees 617,315 items 2,044,303 circs/year 10 locations

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Patron-Friendly Customer Service

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Customer Service at the Library

Why? Values (Access, Equity, Participation) New service expectations Need for Promoters

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Identifying the Problem

Frontline Observations Gatekeeper Role Customer Service = Smile Lack of Empowerment

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Towards a Circulation Policy Rewrite Before the Rewrite Senior Leadership Written Proposals Strategic Plan Communication

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Creating the Task Force The Stakeholders Multiple position levels Main & Branches Passion & Openness

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Starting the rewrite process

Setting the Tone Overall vision Create goals Open forum

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Beyond brainstorming

To the Final Draft Example libraries First Draft Early On Ongoing dialogue

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New Policy: Library Card Options

Providing More Options Limited Access Youth Access Non-Resident School Digital Access

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New Policy: Access for Youth

Expanding Access Public Computer Access Youth Access cards Fewer age limits on materials Allowed AV loans

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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

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New Policy: Increasing Checkout Limits

Increases to the following: Total holds on a card Amount of renewals AV checkout length

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New Policy: Other changes

Other significant changes Easier card registration “Claims Returned” policy No expiration date Computer Use policy

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Training Before Implementation Preparing Staff Why + What FAQ Documents Circ Quizzes

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Informing the Public Getting the word out Online Announcements Signage at all Locations Targeted Promotions

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After the Change

The work doesn’t end Coaching frontline staff Reinforcing positive behavior BLAST & other tools Evaluating the change

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The Results

Positive feedback Improved morale 3.8% YTD Circ Increase 1,600 Youth Access Cards 152 Non-Resident School Cards

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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

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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>