I can confirm that self service circulation counting has not provided any concerns for us over 6 years now of having RFID installed - it is a straightforward transaction of data between RFID devices and the LMS system via the SIP2 protocols.
As far as tattle tape and other electro-magnetic/RF security systems went they never really offered a complete solution for people counting did they? This has got to be done through a visitor counter device to ensure that we count all types of users of the service whether they be borrowers, browsers, IT users, event goers, coffee drinkers, exhibition viewers, researchers, children for rhyme time sessions ...well you know the list (a pity Frank Skinner and some others do not) - its lengthy, diverse, inclusive and, hey, contributes to the Big Society??
I was interested by Graham's comment about unstaffed libraries - I remember Trafford Libraries doing just that several years ago with swipe card and shutter door access with CCTV. Perhaps looking into if you are interested.
John Lake
Librarian
Barbican Library
Silk Street
London
UK
EC2Y 8DS
Tel: + 44 (0) 207 382 7098
Fax + 44 (0) 207 638 2249
email: [log in to unmask]
www.cityoflondon.gov.uk/barbicanlibrary
-----Original Message-----
From: lis-pub-libs: UK Public Libraries [mailto:[log in to unmask]] On Behalf Of Dash Graham
Sent: 03 September 2010 09:14
To: [log in to unmask]
Subject: Re: Statistics
Our self service statistics are no less accurate than any transactions done by the staff but self service does have an impact on the service as a whole. The original idea was to release staff to be able to provide a better customer service. Our paymasters are not so daft that they don't see an opportunity to reduce staff and costs where circulation desks are no longer needed. So how long before a number of smaller libraries appear with no staff other than on an occasional visit to tidy up, refresh stock, etc.? This would particularly work in multiple use environments, even, dare I say it, supermarkets, although most supermarket chains are more intent on using their space to make more money and providing an area for a library may not come high up their priority list.
Since late 2004 we have had one community library that is part of a leisure complex with greatly extended opening hours, the evenings and part of Sundays being unstaffed, except for a security presence. Self service for both loans and public PC use remains available.
Graham
Graham Dash, MCLIP, Library Services Manager (Systems & Development) Environment & Leisure Group, Leisure & Libraries London Borough of Sutton, Central Library, St Nicholas Way, SUTTON, Surrey SM1 1EA .
Tel.: 020 8770 4763, Mobile: 07515137830, Fax: 020 8770 4777
Borough web site: www.sutton.gov.uk/index.aspx?articleid=907
Library Catalogue web site: www.sutton-libraries.gov.uk
P Please consider the environment before printing this e-mail.
-----Original Message-----
From: lis-pub-libs: UK Public Libraries [mailto:[log in to unmask]] On Behalf Of Mick Fortune
Sent: 03 September 2010 08:58
To: [log in to unmask]
Subject: Re: Statistics
Dare I raise the spectre of the introduction of self-service and its possible impact on figures? Are we all comfortable that we're collecting those data accurately? Plus footfall measurement may have changed when switching over from tattle-tape security (most of which had detectors
built-in) to RFID (not all of which did).
And I'm sure Graham and John are taking a very critical look at those branches sited near their borough boundaries when considering re-siting...
Mick Fortune
m. +44 (0)7786 625544
Can you afford NOT to attend this year's RFID conference?
-----Original Message-----
From: lis-pub-libs: UK Public Libraries [mailto:[log in to unmask]]
On Behalf Of Usher, John
Sent: 03 September 2010 08:45
To: [log in to unmask]
Subject: Re: Statistics
And I agree with all.
Is this in part the problem of collating effectively data from different sources (manual, LMS, PC Booking, People Counters, etc. etc), the inconsistences in each of those sources, the accuracy of those sources - and the sheer difficulty (and hence operational cost) of getting that data out in the first place?
And then that gives us statistics - perhaps better to look at Metrics and Workflow (what we used to call 'Time and Motion'). Steven's point about the level of activity to achieve resutls when items are returned is very pertinent.
But that leads to scrutiny - and the need to face possible change. Both ourselves, and to pressure those in the various supply chains (inside and outside our organisations) to change, and is it realistic that trese can be changed, and if so , in what timescale?
If we map the Catchment area of users of a library (we did this in 2002 using GIS, but it had been done before by manual means) can we then get libraries moved to balance out provision (if necessary)? Can we use demoraphic data for the poplulation inside that catchment area to modify the existing library operationn to attract non-users, and market to them?
Knowledge is fine - what can we change in reality?
But what is mutuallly exclusive about metrics for oursleves and statistics for those who demand them of us? Can we not do both? Can we define the former? Are there universal measures we could all agree and apply (and/or adapt)? Do we have the will?
Regards
JU
John Usher
ICT Manager
Library and Heritage Services
Islington Council
Central Library
2 Fieldway Crescent
LONDON N5 1PF
Tel: 020 7527 6920
Mobile: 07825 098 223
Fax: 020 7527 6926
Alternative contact: Michelle Gannon - 020 7527 6907
www.islington.gov.uk
How to get to Central Library:
http://www.islington.gov.uk/Education/Libraries/Local/Central.asp
-----Original Message-----
From: lis-pub-libs: UK Public Libraries
[mailto:[log in to unmask]] On Behalf Of Dash Graham
Sent: 31 Aug 10 12:24
To: [log in to unmask]
Subject: Re: [LIS-PUB-LIBS] Statistics
I agree with both correspondents - I've just completed the CIPFA stats and their breakdowns share little in common with what we actually collect or even want to collect.
Graham
Graham Dash, MCLIP, Library Services Manager (Systems & Development) Environment & Leisure Group, Leisure & Libraries London Borough of Sutton, Central Library, St Nicholas Way, SUTTON, Surrey SM1 1EA .
Tel.: 020 8770 4763, Mobile: 07515137830, Fax: 020 8770 4777
Borough web site: www.sutton.gov.uk/index.aspx?articleid=907
Library Catalogue web site: www.sutton-libraries.gov.uk
P Please consider the environment before printing this e-mail.
________________________________
From: lis-pub-libs: UK Public Libraries
[mailto:[log in to unmask]] On Behalf Of Steven Heywood A
Sent: 31 August 2010 11:26
To: [log in to unmask]
Subject: Re: Statistics
Thanks for this, Nick. Interesting to see you're doing a Mosaic analysis; we're doing similar, mapping membership, loans and use of The People's Network. It's thrown up a few issues about the quality of some of our data, which is disappointing but still very useful as now we know what we need to put right for the future. Fingers crossed, we'll be able to do something useful with the results.
One of the things that constantly baffles me is the tendency to exclusively focus on statistics that outside bodies require, rather than data and statistics that are actually useful management information.
Especially as so many of the external requirements are reflections of what was measurable fifty years ago (echoes of the "we just computerised Browne Issue" comment on this list a few days ago) and even they don't fully reflect what was actually being delivered at that time. Nick, Alyson and Matthew have pointed out some of the inadequacies of this approach from a customer-facing perspective. From a resource manager's point of view this approach is almost entirely lacking. For instance, if you were to ask somebody how busy a lending library is they'll use issues and visitor figures as the first port of call because that's what we're asked for because that was what could be traditionally measured.
While that's a true-ish reflection of the majority of customer transactions, it's not a remotely true reflection of how much staff time is required for the business. How many of us know which is the busy day for returned books in our libraries? Once an item's issued it's job done and nothing needs doing further for a few weeks. Once an item's returned something needs to be done with it. That's a too-often-unmeasured workload, one of many, and significant when planning staffing provision in general and shared service points in particular.
As usual, just my two penn'orth.
Steven
Steven Heywood
Systems Manager
Wheatsheaf Library
Baillie Street
Rochdale
OL16 1JZ
Tel: 01706 924967
http://www.rochdale.gov.uk/libraries
http://libraries.rochdale.gov.uk <http://libraries.rochdale.gov.uk/>
________________________________
From: lis-pub-libs: UK Public Libraries
[mailto:[log in to unmask]] On Behalf Of Nick London
Sent: 30 August 2010 23:12
To: [log in to unmask]
Subject: Re: Statistics
When I posted a long time ago - last week - to the effect that we need to learn a lot from the retail sector about using our data, this kind of thing is very much what I had in mind.
I have not before heard of psychographic segmentation as advocated by Matthew Mezey, but I agree with Alyson that we should use statistics in a helpful way to us, rather than what Cipfa/DCMS/Audit Commission and other such bodies dictate to us. However, I think this requires the library profession to be more assertive and challenging of these kinds of bodies than we are accustomed to...
The recent debate on the media-promoted 'downward trend' and the general pointlessness of the NI9 indicator shows how shallow we are as
yet in understanding our customers. Matthew's suggestion is one of
many different ways to make more sense of customer information and behaviour than we normally use. To quote a couple of examples (i hope there are many more out there):
Leicestershire Libraries have done some very interesting and productive work in analysing data from a simple base of frequency and currency of user loans, as part of an academic research project.
In Nottinghamshire we are using similar loans data to match postcode of user to the well-established Mosaic database of population types. This is commonly used in commercial and some public sector applications, to predict consumer behaviour patterns and preferences based on the kind of house you live in. At the moment we are only scratching the surface of this approach and inevitably it comes down to time and access to
expertise. But if we exploited this kind of analysis fully then we
would have a much better idea of what attracts some people to libraries and why others don't even think about us as an option.
Nick
(Service Manager: Systems & Performance
Nottinghamshire Libraries
0115 982 9029)
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