Access Goals

Overall goals:

• Improve efficiency
  • The overall cost of the department has been reduced by ~$70K with the absence of the old Jamie and Tyler positions.
    • We have continued to maintain basic functions in spite of these deep cuts.
      • This was a major accomplishment in itself.
  • We have streamlined tasks.
    • Handling of overdues is now streamlined, with less notices and less work each day.
      • The notice count is now an automated report.
    • Persistent problems with ILL requests being "Idled" have been fixed by working with WSL.
    • We now have flip-sided Opening-Closing checklists being used every day.
    • We are in the process of streamlining the ILL/Hold process.
  • To be done:
    • Try to work on/examine Card Application handling/retention.
    • Consider changes to cuttering
    • Consider further TS outsourcing?
• Improve training
  • We have created videos and a plan to standardize training. Also, through these goals below, staff are taking ownership of their own individual learning.
  • We now have a strong testing regiment for staff
    • Separate shelving tests for each area
    • 100-question multiple-choice Circ Test
    • 20-question short-answer Circ Test
  • To be done:
    • Train other department staff members.
    • IT "Deputy" training or equivalent for desk staff.
• Improve shelving
  • We have improved the timeliness and accuracy of the shelving by streamlining the process (eliminating sorting shelves etc.) and having a well-trained staff member taking responsibility for it.
  • Thorough shelving tests (including separate tests for each library area) have been done for all new staff.
  • To be done:
    • Shelving re-tests for all current staff members, and retraining as needed.
    • Truth-in-labeling project to catch up with shifts.
• Improve general workflow
  • We have changed shifts to make sure that realistic time is left for opening and closing and staff is paid fully for all work time.
  • We have started email hold notices for patrons.
  • Receiving procedures for ordered items have been streamlined.
    • RA has been able to take on even greater responsibilities and push items through most stages of the TS process as needed.
  • ASPs have been able to handle more tasks (with help from training videos):
    • More book processing
    • Basic opening and checking of incoming boxes.
  • IT streamlining has continued
    • We are getting more help from County IT.
    • We are doing more with disk-cloning and other shortcuts for rolling out/maintaining new machines.
    • We have maintained an all-time-high amount of patron PCs with less than half the previous staff time to do so.
  • To be done:
    • Consider ways to better integrate IT/TS/ILL/Circ Desk
      • Workflow of incoming/outgoing materials?
    • Go through and "audit" procedures to find spots for improvement?
    • Relocate/Improve discharging
• Improve staff responsibility/empowerment
  • Through increased training we are equipping staff to make more decisions themselves at the desk.
  • Staff are taking on more individual responsibilities:
    • AP (SW before) is doing MySpace
    • CK (SW before) has reorganized/labeled the desk area
    • CK is doing Read-and-Return
    • Staff are making videos to train each other and we are working on greater cross-training as part of the goals.
  • The Circulation Shift Supervisor position is focused on managing the desk.
  • To be done:
    • More delegation of specific tasks to front line staff?
    • More cross training of staff, starting with RA and BBW.
    • Have a system of a "desk captain" at all times?
• Improve patron service
  • All of the above efficiencies, training etc. have improved our ability to serve our customers.
  • We have decreased cases when the desk is un/understaffed.
  • We have focused on meeting patron needs first.
  • SNS has been able to provide patrons with more computer assistance than before.
  • Other staff have chipped in significantly at the desk when needed
    • BBW
    • RA
  • We have increased services to patrons
    • ILL use has increased greatly and we have kept up with that increase.
    • We are offering email hold notices and pre-due date reminders to patrons.
  • We have improved courtesy to patrons
    • We have updated the notice text, and stopped sending patrons directly to collections.
  • We have improved referrals to the Information Station, and referrals from the Information Station to us.
  • To be done:
    • Do staff training focused on customer service.
    • Come up with new model for collection-agency transactions.
    • Come up with more clear criteria for referrals, and do training in it?

Some Individual Goals:

• RAGoals2008
• BBWGoals2008
• CKGoals2008
• HMGoals2008
• MCGoals2008