Splitting Up Circulation
The
Maximizing
customer and
employee satisfaction
The Florida State University
We Believe…
SEPARATING CIRCULATION FROM COLLECTION
MAINTENANCE INCREASES THE SATISFACTION OF
1.) EMPLOYEES (EMPOWERMENT/EFFICIENCY)
2.) PATRONS (USAGE/PARTNERSHIPS)
This presentation will cover:
Why the change ?
The methodology
Benefits
Challenges
Discussion
History/Why Change?
Access Services Department - 2007
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Circulation Desk
Collection Maintenance
Inventory
Reserves
Storage
Building Security
And all the things no one else wanted to do…
Services/Org Chart
FSU Access Services 2007
Goals
1. 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
Methodology
Principle
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 Chart
FSU 2011
Collection Access
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Stacks
Recalls
Inventory
Storage
ILL Lending
Uborrow
Faculty Delivery
Undergraduate Services
• U.S. Circulating Items
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Reserves
Outgoing Circulation
Technology Checkout
Self Check
Reference/Info Assistance
Technology Assistance
Outreach/Concierge
Instruction/Tours+
Tutoring Program
Training/Professional Dev.
Academic Partnerships
General Benefits
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Everything is on the table
Opportunity for change
Mentally reframe everything
Fine processing moved
Collection Access
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Not locked into a service point
Increased project completion rates
Greater level of concentration
Flexibility among project priorities
Increased retrieval services
U.S. Circulation
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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
12,767% Increase
100,000
90,000
80,000
70,000
60,000
Media Loan
50,000
40,000
30,000
20,000
10,000
0
2007-2008
2010-2011
Popular Literature
Zero to A Lot
4,000
3,500
3,000
2,500
Pop. Literature
2,000
1,500
1,000
500
0
2007-2008
2010-2011
Reserves
619% Increase
12,000
10,000
8,000
Reserves
6,000
4,000
2,000
0
2007-2008
2010-2011
Total Circulation
Includes General Collection, Media Loan Program, Reserves, and Self Check.
71% Increase
250,000
200,000
150,000
100,000
50,000
0
2007-2008
2010-2011
Gate Counts
52% Increase
1,800,000
1,600,000
1,400,000
Gate Counts
1,200,000
1,000,000
800,000
600,000
400,000
200,000
2007-2008
2010-2011
Challenges
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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
Ted Chaffin
tchaffin@fsu.edu
Dan Schoonover
dschoonover@fsu.edu