This half day workshop is about people not machines.

It explores how self-service changes the day-to-day role of library staff. It recognises that staff will play a pivotal role in ensuring that self-service works for borrowers.

The focus of the session is to help staff to feel confident working away from the counter. We do this by introducing concrete tasks to make the most of the time that is freed up. We look at how this can improve the service offered to customers and can also increase job satisfaction for staff.

Context

• Many libraries are installing self-service and although staff are trained in how the machines work, there are bigger issues to address about how it will affect their traditional day-to-day routines
• Self-service means that staff will spend less time issuing books and more time off-counter.
• Staff can feel threatened by the change, and fear that they will feel awkward off-counter with nothing concrete to do.
• Making self-service work recognises staff concerns and offers positive ways of working with borrowers and stock within this new system.

Who is the course for?

• All staff working in a self-service library or one where self-service is planned.
• Managers who want to introduce new ways of working, new rotas and routines for staff to work off-counter.
• Staff who fear that self-service in libraries will alienate regular borrowers and create a faceless, impersonal service.
• Staff who are worried about the implications of self-service for their own work routine.
• Anyone seeking to boost personal confidence and skills to work with customers and books off-counter.

Benefits

• Helps staff make the most of their time working off-counter and build new routines.
• Shows the potential of self-service to benefit customers as well as staff.
• Dispels misunderstandings that staff will need to ‘floorwalk’ or approach readers who are reluctant to talk.
• Boosts staff confidence to engage with readers and books without the security of a formal counter.
• Helps staff to see the benefits of self-service for everyone and to talk positively about it*.

*Where elements of this session were run for Oldham Libraries with staff who were negative about the introduction of self-service, 27 of 28 participants reported that the session had changed their minds.

Participants will:

• Consider how self-service will change the role and daily tasks of library staff and open up new opportunities to
  • talk to a wider range of borrowers and address customer needs
  • make on-shelf books and free-standing displays look tempting and attractive
  • create and manage new ways of displaying a range of stock
  • manage the appeal of the whole library space on a daily basis.
• Identify five specific areas of work that they can undertake off-counter.
• Discuss with colleagues how to apply these practical suggestions in their library.
• Understand the benefits and attraction of self-service for customers and how to maximise them.
• Anticipate negative comments from customers who dislike change and gain confidence to respond positively.

No of participants: 20 max

Timing: Half-day workshop, best value if run twice on same day

Costs: Half-day £450; two on same day £850 plus trainer expenses. Once staff have seen how they can use acrylics to display books face-forward both on and off shelf, we think they will want them for their own libraries. We will, therefore, offer Opening the Book acrylics at a special discount to libraries booking this course.

To book: for full programme or to make a booking please email Fiona Edwards on fiona@openingthebook.com