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----- Original Message -----From: [log in to unmask] href="mailto:[log in to unmask]">Steven Heywood ATo: [log in to unmask] href="mailto:[log in to unmask]">[log in to unmask]Sent: Thursday, August 07, 2008 10:49 AMSubject: Re: Library ElfCould MLA commission somebody to do a cost-benefit analysis of fines incomes targets vs. membership recruitment/retention campaigns? If we're spending as much on campaigns trying to get people into libraries as we're accruing (but not receiving) by processes that put the customers (and potential customers) off, who stands to benefit besides accountants and auditors?Just my two penn'orthStevenSteven Heywood
Systems Manager
Rochdale Library Service
Wheatsheaf Library
Baillie Street
Rochdale OL16 1JZ
Tel: (01706) 924967
[log in to unmask]
http://www.rochdale.gov.uk
http://libraries.rochdale.gov.uk-----Original Message-----
From: lis-pub-libs: UK Public Libraries [mailto:[log in to unmask]]On Behalf Of Mike Maguire
Sent: 06 August 2008 18:17
To: [log in to unmask]
Subject: Re: Library ElfOk, & it would have to be a "brave" or highly cynical person who would argue otherwise in the direction of maximising, or at least hanging on to income to the detriment of better quality service & user-experience.
But nevertheless, budgets operate in quite a different climate, and certainly it's our experience that any measure that lessens income has to go through a formal decision-making process which includes an estimate of the likely loss of income.
To assist those who are thinking of going further in this direction, & bearing in mind the adverse economic climate
- what has been the experience of those already "there" … in terms of income loss … 5%, 10% … more?
- any more suggestions such as Steven's of the sort that perhaps might be deployed to persuade decision makers to mitigate the hit on budgets?
Mike
Mike Maguire
Service Development Manager
Devon Library & Information Services
tel 01392 384326
fax 01392 384316
http://www.devon.gov.uk/library/
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-----Original Message-----
From: lis-pub-libs: UK Public Libraries [mailto:[log in to unmask]] On Behalf Of Frances Hendrix
Sent: 06 August 2008 17:44
To: [log in to unmask]
Subject: Re: Library Elflove it
f
Frances Hendrix
Martin House Farm, Hilltop Lane, Whittle le Woods, Chorley, Lancs PR6 7QR,
UK
tel: 01257 274 833. fax: 01257 266 488
email: [log in to unmask]
----- Original Message -----
From: "Steven Heywood A" <[log in to unmask]>
To: <[log in to unmask]>
Sent: Wednesday, August 06, 2008 5:34 PM
Subject: Re: Library Elf
Aside from the benefit to the customers, I wonder if the impact on fines
income targets might be mitigated by the argument that pre-notifications
contribute to the corporate "Avoidable Contact" measures?
Steven
Steven Heywood
Systems Manager
Rochdale Library Service
Wheatsheaf Library
Baillie Street
Rochdale OL16 1JZ
Tel: (01706) 924967
http://libraries.rochdale.gov.uk
-----Original Message-----
From: lis-pub-libs: UK Public Libraries
[mailto:[log in to unmask]]On Behalf Of Roy Clare
Sent: 06 August 2008 17:34
Subject: Re: Library Elf
Dear Colleagues,
I have found this a most interesting thread. May I offer the view, born of
my experience running a large national museum, that the deciding factor
should be quality of service to the consumer? In busy lives we all forget to
do things, so the quality of service yardstick suggests that prior
notification will win more public hearts and minds than any strategy that
tries to extract fines. Really good service will lead to many more users,
and - probably - stable revenue from fines, as Hugh suspects, and I agree.
Roy
Roy Clare
CEO MLA
--------------------------
Sent using BlackBerry
-----Original Message-----
From: lis-pub-libs: UK Public Libraries <[log in to unmask]>
To: [log in to unmask] <[log in to unmask]>
Sent: Wed Aug 06 15:50:47 2008
Subject: Library Elf
I've been testing Library Elf for some months using my own library account
and would like to roll it out as a system to give users early warning of
overdues, as this is something which we do not seem able to do via our LMS
(Unicorn).
One of the deciding factors will be financial, and I would be very grateful
to hear from anyone who has been able to quantify any loss in revenue from
overdues/fines resulting from people using Elf. I suspect it will be very
hard to pin down as I can't see there is any real way of knowing if someone
renewed items just in time because of an Elf notification or otherwise.
My personal guess is that it would be swings and roundabouts - we would
probably lose a smallish amount in fines but gain in enhanced public image,
user friendliness etc.
All ideas gratefully received, however subjective or impressionistic, and
I'm happy to summarise if I get enough replies.
Thanks,
Hugh Paton
Development and Support Services Manager
Bexley Library Service
London Borough of Bexley
Tel. 020 8309 4134
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