Self Service - a new chapter

Key messages:

1. The removal of repetitive tasks e.g. stamping books means staff are freed up to help customers and be available throughout the library to help with book, membership and information questions.

2. We will have more opportunity to talk to customers about the things they like to talk us about e.g. books. We can do this face to face without the need to stamp books and look at a screen.

3. A chance to re-organise and refurbish some libraries to make them more customer friendly e.g. new layouts, guiding and floor plans

4. More interesting work for staff. We can pay more attention to stock management e.g. book promotions, developing book knowledge and in-house training.

5. Customer choice -they can carry out transactions themselves or we can do it for them and check borrower records if asked.

6. It will reduce the time for queuing for DVDs, CDs and reserved books

7. Customers will have more privacy to borrow what they want.

8. Bulky imposing staff counters have been removed making more space for displaying books, browsing and relaxing.

9. Barriers removed - talking to customers is easier.

10.A choice of languages is available on the self-service machines

11. There is access for wheelchairs

12. Customers will have a receipt showing what they have borrowed and a due back date

Staff will be on hand next to the self-service units to help you.
Staff will be available throughout the library to help you with book, membership and information questions.

It’s much easier and straightforward with on screen step by step instructions and help from staff if you need it.

The City Council allocated £470,000 for the project. This included:
• All the equipment
• Staff training
• Library refurbishments
• Electrics
• Removal of counters
• New Furniture
• Media/Publicity

No staff will lose their jobs as a result of the introduction of self-service. Over two years the number of posts in libraries will be reduced by 7 1/2. As people leave, their posts will not be filled. This is out of a staff of 100.

Yes – Nothing has changed. Stock can be returned to any library within the City no matter which library it was borrowed from.

Yes you can pay for fines and AV hire charges/fines using the machines. On some machines you will in the future be able to make payments using chip ‘n’ pin

You will no longer have to queue at a desk to get the majority of DVDs and CDs. The disks will be secured in their box and must be released using a special mechanism before you can borrow them. Payment of the hire fee can be made at the machine.

Yes – no problem

You will be encouraged to use the self service machines, but if you don't want to staff would be happy to carry out transactions for you.

Yes we will help you at the machines, no problem but we think you will find it quick and easy to use.

Try it first, if you still don’t like it please fill out this library comments form.
Forward this to Liz Whale.