We Are Delivering on "Yes"

Associate Director Elinor Barrett, Dept. Managers and the Customer Services Committee members have been busy following up on the No Logs study. The study garnered over 450 responses ranging from the provision of low cost items to more complex issues involving creative problem-solving or with budget implications. Overall, it was a fascinating bottom-up snapshot of everyday life in this busy organization.

Every no log in the study has been compiled and categorized for review, further research if necessary and recommended action. For each category a standing committee or an ad-hoc work group is mobilized to work on ways to deliver "yes." Several ad-hoc teams include library associates. Recommended solutions that require funding will be forwarded to Jim Smith in July for either a budget amendment or for proposed inclusion in next year’s budget.

Some “nos” have already been turned into yes. These include the provision of heavy duty staplers and paper cutters in the Columbia building, reconfiguring the 3 computers across from the CCPL reference desk into 30 minute computers, adding Bibliocommons to the Circulation computers at CPL and providing USB cords at the Overdrive station at CPL. Some planned improvements that have been under consideration for some time have been implemented and will resolve other issues mentioned in the logs. ILLiad will help patrons and staff track inter-library loan requests system-wide, timer software on the Children’s computers at CPL will address some of their access issues and SAM now regulates the extension of computer time at CPL.

Other responses are in the works. Mike & I.T. will have the pay-phone at CPL reprogrammed as a courtesy phone for free local calls. Russ is researching requests for a public mailbox and investigating paper shredders for the public and staff work areas at CPL. He is also assisting Karen and her staff into providing a baby-changing table in the Ashland building restroom. Color copying in Fulton and Ashland and wireless printing are also being addressed. Requests for public notaries and debit/credit payment options for patrons are also under consideration.

So, a lot has been accomplished so far. Please look for further updates from Dept. Managers and supervisors as changes take place. After the next Customer Services Committee meeting in July, Elinor will be providing monthly updates on further progress.