Service Innovation Team (SIT) Meeting

 

February 4, 2016

 

Minutes

 

Attendees: Chris Arrowood, Patrick Atkins, Felicia Brisco, Paty Bustamante, Laurie Covington, Belinda Cox, Pedro Fonseca, Edgar Fuentes, Djuina Hammett, Janna Hoglund, Saima Kadir, Sara Pope, Fred Schumacher, Tim Siegel, Dominick Spinelli, Mary Wagoner, Lauren Wilcox, and Celeste Diaz

 

Minutes by Celeste Diaz

 

 

QLess Update (Patrick)

• Jeff and Patrick met with rep again.
• Adding sites will not mean added costs.
• If HPL network goes down, we can send them an email and they can pull up the queue.
• If we need to add extra queues (for example, for a passport location), a reconfiguration may be needed.

 

RFID Update (Mary)

• PAR- collection is in good condition; more volunteers needed; Fred wants 15 people outside of LMS; 6 stations will require 12 people; project will be from 2/8-15/16.
• HEI- plan is to be completed by March
• Site visits for MNT and MOO (2/4/16) to determine if they need pedestal tables for self-check machines.
• IT would like a higher percentage in customer use of self-check machines
• Best practices should be written down and shared with other locations so it is consistent throughout entire system.
• Every single item that comes in through return and delivery should be checked for tags.
• Important to get staff in the mindset of using the pads and encouraging customers to use self-check machines.

End Caps Update (Mary)

• End caps have been ordered
• Priority locations are CLA and MEY

Facilities (Mary)

• JUN- still behind schedule (permit and fire intrusion issues); approximately 8 to 10 weeks behind schedule; anticipate opening in either May, June, or July
• YOU- shelves were measured; need to be taken out of Float queue (email Fred) since this location is receiving items they have floated out.
• ALI- permit passed; anticipate opening in either June, July, or August
• ROB- start transition to close in May; over 500 boxes need pick up
• BLU- may start work in March; anticipate close for at least 3 months
• HEI- desk needs to be cut down to be ADA compliant
• COL- will receive new roof; not expected to close
• SMI- laptop bar will be added
• HIL- laptop bar will be added
• WAL- Laster fund project; may have leftover money for minor renovations at SWX

Virtual Services Update (Saima)

• Vendor is working on added functions and enhancements for Events module
• If anyone is interested in being part of the test group, email Saima.
• Saima will meet with some CE managers to give updates and prep for SRP
• Weekly meetings on Friday mornings beginning in March
• Staff will be trained on how to enter events and how to edit the website
• Will no longer use Evanced

Virtual Library Card (Fred)

• Saima wants to conduct site visits to test out different types of self-check machines
• Biggest concern is that there is no policy in place; will it be accepted as a library card at the customer service desk (with no pin # required); are we to assume that the barcode is generated from the HPL app and not from another website?
• At the full service desk, Fred suggests to ask customers for ID
• Can the HPL app generate the logo on the same screen as the barcode?

Is Providing Receipts to Customers Necessary? (Patrick)

• Self-check machines have the options of emailing receipts; Sirsi, technically, does not provide staff with the option of printing out a return receipt. It prints out a transit receipt.
• Patrick is trying to streamline the workflow process in case the future customer service desk models are designed to be staffed by only 1 person.
• Central has implemented policies and Paty has shared this with the senior managers.
• Train customers to check accounts instead of asking for receipts; in turn, we must also train staff to stop asking customers if they want a receipt.
• It is also important to reiterate to staff to make sure everything is getting checked in. Slow down and make sure that all items are showing up on the screen.
• Determine where errors are coming from and try to eliminate them.
• This should be implemented when the renovated locations open.
• For a location like COL that does not have a slot for returns at the CSD, place a request through SPACES to get a freestanding book drop (like Vinson and Central).

Open Discussion

• Friends is requesting that rare and valuable books be wrapped carefully in order to preserve condition. Suggested to use old newspapers to wrap up books and to make sure that it does not move around in the box.
• Receiving new stamps: "FRIENDS" stamps; also blue, red, and green for better categorizing.
• Friends would like more volunteers; Rose is exploring off-site licensing options.
• For large-scale projects, contact Andrea Lawrence for volunteers
• Ok with senior managers to interfile Spanish teen and adult items? Yes.
• "Refurbished FLIP Kit" account (in Sirsi); training by March 1