Mobile Reference workshop

Hosted by OCLS

OCLS is in Mobile Gamma – a concept stolen from Flickr meaning perpetual improvement.

Model = greet and walk with (Going on a trip? Take patron to DVDs and travel books.)

Customer service scores improved 20% as measured by a survey tool on website and in library.

Initially trained a team of 10 people to roam. Now, entire main library reference staff engaged in roaming. 55 staff (11 MLS). Staff rotate between a telephone reference department and roaming hours.

Get continual staff feedback on service.
Staff are scheduled for 2 hours of roaming at a time.
Follow a star pattern for roaming; more movement through stacks and back to a central staff point.

Installed 11 phones throughout the building (like at Target) for patrons to summon help.

Staff wear ID's and Vocera badges.

Do not have to "ask" every patron if they need help; just make eye contact and nod.

Interactions (stats) went up 25%.

Started with PDAs, then moved to end-panel OPACs.

There is a staff computer at one service point per floor (where a print station is), but this service point is not "staffed"---roaming staff rotated around this point and use it when necessary.

Security matters: By hitting dark corners more often, the number of security incidents decreased. However, they do have an off-duty police officer most hours and they trespass individuals frequently.

On the 4th floor, they retain a reference desk (for now), but have moved from that model on all other floors.

There is also a "Community Resources Center" where ALL internet PCs are. Librarians do not have to handle that.

[At this point, Howard County librarians in the audience shared the following. At one branch, they have moved to a call center model. Staffed by Info and Circulation staff. No incoming phone calls on the floor---Redeploy staff in the age of Google---now two staff are in the call center instead of having 4 or 5 staff throughout building on phones.

Circulation has increased.

Crosstraining both Circulation and Information Services staff. Staff camaraderie has increased.

Some librarians have said that they will never buy into this model, but now it is tied to their reviews.

How did you market it to patrons? We didn't do formal marketing. In the weeks leading up to the change, we just let people know by word of mouth as we were assisting them.

It requires more flexible scheduling. [end Howard County comments]

[resume OCLS presenters]

They recommend Gaylord's Mobile Service Desk.

Mentioned that Denver PL, now allows for 1-hour appointments with librarians for research-intensive questions.

In a way, many small branches at public libraries nationwide are functioning on a mobile model; it is only new for main libraries.

OCLS used to schedule for 5 service desks; under mobile ref, they now only have 3 service points. They recommend removing staff phones away from service desks, if moving to a mobile model. Funnel all calls to a behind-the-scenes telephone reference area.