Southampton City Council

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Self Service - a new chapter

Southampton City Council is pleased to introduce the latest in self service technology and a new look to Southampton Central, Bitterne, Burgess Road, Lords Hill, Portswood, and Shirley libraries.

Some libraries will be closed over a period of time to enable these changes to take place
LibraryClosure DateRe-opening date with new services
Phase 1Central2 - 22 November 200923 November 2009
Shirley7 - 13 December 2009 14 December 2009
Phase 2Bitterne11- 17 January 2010 18 January 2010
Portswood8 - 14 February 2010 15 February 2010
Burgess RoadNo Closure19 March 2010
Lordshill2nd -22nd March 201023 March 2010
Phase 3Exploring options for other local libraries


For more information please see the FAQs below, or contact the staff at your local library.

Self-Service FAQs

1. Is Self-Service available in all libraries?

Six libraries will offer self-service including Central, Shirley, Bitterne, Portswood, Lordshill and Burgess Road. Those libraries without self-service Cobbett Road, Woolston, Millbrook, Thornhill, Weston and Mobile will offer the same service – staff will issue, renew and return books as normal.

2. Why did we choose self-service?

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

3. Will staff be available to help me use Self-Service?

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.

4. Is it like using supermarket self-service?

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

5. How much did it cost?

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

6. Did any staff lose their jobs as a result of self-service?

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.

7. Can a library item borrowed from a non self-service library be returned to a self-service library and vice versa?

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

8. Can I make payments using the machine?

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

9. What about DVDs and CDs?

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.

10. Can I use my library card/bus pass in the machines?

Yes – no problem

11. Why should I serve myself? You get paid to serve me!

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.

12. I am in a hurry can you do it for me?

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

13. I don’t like it who can I complain to?

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

Contact information