Lessons Learned -Facilities
 Renovations provide opportunity to implement RFID
(and vice versa)
 Sorters need a lot of space, customers need space to
place items, equipment and materials interfere with
readers
 Compare costs of Kiosk vs Table Top Self Checks Table top cheaper and more flexible
 Build your own
 Desk top rather than under-mounted staff pads
 Removed receipt printers from sorters
Lessons Learned - Customers
 The Public is initially concerned about staff losing
jobs – need to have standard public service
messages ready
 Public need reason to go to self check – reduce staff
on desk
 RFID has helped enable staff spend more time on
higher value customer interactions
 Other changes: hold process, floating collections
have also helped
 Increase in circulation without increasing staff –
back up stats are helpful for messaging
Lessons Learned - Customers
 Most customers respond very positively to RFID
 More privacy; quicker check-in
 In control of transaction
 Greeter very helpful to introduce new technology
 First impressions are key – ensure success
 Capitalize on the Wow factor
 Staff assistance will vary and that’s ok – do it for
them, do it with them, hover just ‘in case’
Lessons Learned - Operations
 Running the pilot project created the knowledge
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base for a successful system implementation
It’s a project – run it like one
Efficiency improvements require a system
implementation
Have a backup plan for when sorter is down
Running two parallel systems is difficult for a long
time
Upgrade on a closed Friday and opening with new
on Saturday was stressful for staff
Lessons Learned - Training
 Cross & small group training works well
 Basic technical knowledge for staff so they can
troubleshoot effectively and coach customers
 Need a lab to practice typical situations, test for
SIP upgrades
 Schedule shifts in RFID branches for staff who are
about to use new technology
Impact of RFID (and Other Changes)
HPL Circs per FTE 2001-2011
24,000
22,000
20,000
18,000
16,000
Circs per FTE
14,000
12,000
10,000
2000
2002
2004
2006
2008
2010
2012
Next steps for Hamilton
 Improved statistical reporting through Xpresscheck
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management console and Exit Watch software
Complete the rollout of the last self checks and gates
Complete installations at remaining locations
 New Builds – Lynden, Waterdown
 Renovations –Terryberry, Kenilworth & others
Inventory wand
Library Dispenser for alternative service delivery
Move from project implementation to operational
mode
Improve documentation and support processes
Next steps for Kingston-Frontenac
 Finish retagging project
 Replace Self checkouts
 Add inventory
 Book dispenser
 Lockers
Questions?
Karen Anderson
Director, Public Service Branches
Hamilton Public Library
kjanders@hpl.ca
Mary Sakaluk
Manager, Digital Technology Infrastructure
Hamilton Public Library
msakaluk@hpl.ca
Lester Webb
Manager, Systems and Technical Services
Kingston-Frontenac Public Library
lwebb@kfpl.ca