Circulation Department Strategic Planning Document
November 27, 2005
Issues, Strategic Thrusts, and Actions
Issue: simplify customer processes
Discussion:
Strategic Thrust: Improve technological solutions in order to improve and/or eliminate
bureaucracy and duplicate services to satisfy customer needs.
Issue: accommodating media use in the library
Discussion:
Strategic Thrust: Redesign the configuration and administration of the current media space to
accommodate both small group and individual usage and incorporate new technologies.
Issue: interactions with other departments in the library.
Discussion:
Strategic Thrust: See what other departments do that interacts with our units in order to help
users so transactions can run more smoothly and satisfy those library users needs to the
fullest.
Issue: customer service – need more and need to do it differently
Discussion:
Strategic Thrust: Working as a team, with name tags, in a courteous manner toward users we
will give quality, fast, accurate, and to the point service.
Issue: student hour cuts:
Discussion:
If Circulation deals with it
 provide better service
 lessen student burden-monetarily
 students can have more experience for later
 lessen staff burden workwise
 increase library hours-offer more service
 materials more accessible.
If Circulation doesn't deal with it
 won't have students for service, processing, staff will do more
 library hours impacted
 services impacted
 students may seek other jobs
 students help security services may go down, evening and weekend service
 students must rely more on financial aide
 less students going to school
Strategic Thrust: When student hours are cut, it impacts campus wide accessibility to services
staffed by students. It impacts student, staff, and faculty access to library material and
service.
Issue: increased digitization
Discussion:
e-book
 help library users to use the service
 train staff on e-book
 budget cost required for service
 staff need to train on e-book to help users
 increased digitization provides access and service to all users
Strategic Thrust: Increasing digitization now will have an immediate cost for purchasing and
implementing technology, training staff, and educating library users, but will provide
greater access and service to all users (including distance education), thereby decreasing
costs in the future for the Library to purchase physical materials for the collection.
Issue: computers for staff and students.
Discussion:
Strategic Thrust: Users will have to face issues of sharing time and the space. This will result in
problems for all parties. By honoring this the University will provide a resourceful
environment where all users can become more productivity and efficient.
Issue: need for us to be more copyright aware and ethical.
Discussion:
Strategic Thrust: As U of I employees we will inform users of the results if caught mishandling
Library property. We could otherwise damage our own credibility as an employees and
the reputation of the University.
Issue: to enable student/faculty outreach to understand library digitization
Discussion:
Strategic Thrust: Propose navigation Kiosks be installed on each floor next to a physical map
that can be color coded and which offers direct answers to basic questions and serves as a
springboard to advanced questions.
Issue: to provide compartmentalization of staff work places/records/library technology for the
efficient use of resources
Discussion:
Strategic Thrust: Digitize records, clean up physical spaces, re-organize office equipment for
efficient use.
Issue: deteriorating infrastructure
Discussion:
 what is deteriorating?
 tiles coming up
 light fixtures are falling down
 elevators keep getting stuck
 concrete is desecrating
 bird feces in the stacks; especially at emergency exits
 tables are written own
 people leave their trash (such as Wendy's bags) on the table
 toilet paper on the floor in the Ladies restroom, (1st floor is the nastiest).
 restroom needs to be renovate
What will happen if the above issues are not deal with?
 maggots
 injuries from the light fixtures
 there would be no place to sit and/or write (tables)
 trash would leave a terrible smell in the library and rest rooms
 we need more reliable cleaning supplies for the restrooms
 people will start taking the stairs when the elevator is out of service
 toilet will be clog; this will damage the sewage systems
 dust mites; people who have allergic reactions to dusts
Strategic Thrust: If we do not take care of the Library, the Library will deteriorate on the inside
and outside, and there will be fewer resources for our patrons: faculty, students, and
staff.
Issue: consortial issues: new members, resource sharing in view of digitization
Discussion:
 we would need more books
 the need of resources would increase
 we need more computers available to patrons to access to e-books and other digital
material
 we need more staff to handle the increase of volume of e-books requests
 access to UIC catalog for non-UIC patrons
 how would patrons without computers at home get access to digitalization?
 the cost of printing allocation would have to increase from $15.00 to $25.00
Strategic Thrust: If consortial issues increase, then the Library will have to expand, including
the availability of e-books and more printing allowance of information (Peter’s note: I
suspect this means greater ability to print and share materials from the Library’s
electronic subscriptions).
Issue: money – budgetary allocations
Discussion:
Strategic Thrust: Budgetary restraints will affect customer service by cutting Circulation staff,
but reviewing and redistributing duties and working together would help compensate for
staff shortages.
Issue: wireless – access throughout the Library, especially in carrels
Discussion:
Strategic Thrust: Usage of carrels would decrease due to lack of information equipment
availability; the rewiring of the carrels for the use of library computers and increasing the
already available notebook laptops may increase carrel usage.
Issue: do more with less
Discussion:
If we do something about it
 there will be an impact on public service – it will eventually deteriorate if it
continues
 staff will be stressed out. (medical issues may result)
 budget constraints will mean less tools (computers, etc.)
 short term there will be a benefit but long term will mean burn out
If we don’t do something about it
 service is deteriorating RIGHT NOW. Results in poor service /frustrated users /
mission of library is not being fulfilled.
 administration/Campus may be encouraged to fix problem – add staff, equipment,
training, etc. – whatever is needed.
Strategic Thrust: Short term it would be good but in the long term, service will deteriorate.
Issue: the digital divide / tech savvy users / staff development and training
Discussion:
If we do something about it
 we keep users happy
 we have to train staff
 equipment will be kept current
 we gain the support and respect of patrons
 we operate productively and efficiently
 money will need to be spent
 staff benefit from acquiring new skills
If we don’t do something about it
 we are slow and inefficient.
 we will lose the respect of our patrons.
 users may go elsewhere for what they need.
 we fail the mission of the Library / University.
 we get behind the times and it’s harder to catch up.
 less resources and money is used… but at a cost to our patrons.
 staff skills stagnate – less job satisfaction.
Strategic Thrust: If we don’t keep up, we will provide poor service, lose respect of patrons and
staff skills will stagnate.
Issue: technical support: equipment (change machines and credit card usage)
Discussion:
 response time for equipment repairs is slow, including routine maintenance
 change/credit card access in the Library id unavailable. Users must leave to building
to secure change or get cash for machines.
 staffing: no one is available to provide assistance for computer/printer of technical
issues, including interest access, and download problems.
Do nothing, and as a result, users are unable to successfully complete their research. This will
force patrons to go elsewhere and seek more convenei4ent and accessible alternatives.
This frustration creates a hostile/stressful environment for users and staff.
 improve the quality of service in the Library
 identify areas that require technical support, e.g. computer related concerns, internet
access, etc.
 provide credit card access for copies and printing in combination with secure change
machine for cash users

develop routing maintenance schedule for equipment repairs so are not removed
from service indefinitely
Strategic Thrust: Providing support to these areas will generate a more productive and pleasant
environment for users and staff. Therefore patrons experience in the library will be more
effective. As a result, Circulation staff will be able to provide quality service and
information to library users.
Issue: provide users an easy pathway to Library information
Discussion:
 users often have questions about the collection and the location of various materials.
At present there are no directional signs, guides or handouts that can assist users
in navigating the Library.
 in many instances, staff is uniformed about many Library services and re unable to
answer user’s questions.
 web page is convoluted and difficult to understand for both staff and users.
Do nothing, and complicated and/or unclear practices and directions frustrate users and staff.
Ultimately the research and education process is limited, and users associate a visit to the
Library with an exercise in frustration and helplessness.
Create specific instructions and literature for users to access information, even a Guide to the
Library pamphlet:
 floor maps and directions
 signage and visual aids in the building, e.g MAPS and “You are here” navigations
signs
 distinguish between print format and digital formats so users understand how to use
both mediums. Provide instructions or both mediums.
 breakdown of circulation guidelines and polices, including fines and fees, loan
periods, etc.
 educating staff to assist users and provide time for staff without computer access or
workstations to learn the Web and Library resources
 design simplified web page – some users don’t know the difference between services
and resources. Use plain language and place the most important aspects of the
library experience on the top level page (EASY WEB!)
Strategic Thrust: Improving Web access and navigation will provide better information to
Library users and staff. The building floor maps and signage will help users to feel more
comfortable with the library environment and resources.