1. Lessons Learned -Facilities Renovations provide opportunity to implement RFID (and vice versa) Sorters need a lot of space, customers need space to place items, equipment and materials interfere with readers Compare costs of Kiosk vs Table Top Self Checks - Table top cheaper and more flexible Build your own Desk top rather than under-mounted staff pads Removed receipt printers from sorters

2. Lessons Learned - Customers The Public is initially concerned about staff losing jobs – need to have standard public service messages ready Public need reason to go to self check – reduce staff on desk RFID has helped enable staff spend more time on higher value customer interactions Other changes: hold process, floating collections have also helped Increase in circulation without increasing staff – back up stats are helpful for messaging

3. Lessons Learned - Customers Most customers respond very positively to RFID More privacy; quicker check-in In control of transaction Greeter very helpful to introduce new technology First impressions are key – ensure success Capitalize on the Wow factor Staff assistance will vary and that’s ok – do it for them, do it with them, hover just ‘in case’

4. Lessons Learned - Operations Running the pilot project created the knowledge base for a successful system implementation It’s a project – run it like one Efficiency improvements require a system implementation Have a backup plan for when sorter is down Running two parallel systems is difficult for a long time Upgrade on a closed Friday and opening with new on Saturday was stressful for staff

5. Lessons Learned - Training Cross & small group training works well Basic technical knowledge for staff so they can troubleshoot effectively and coach customers Need a lab to practice typical situations, test for SIP upgrades Schedule shifts in RFID branches for staff who are about to use new technology

6. Impact of RFID (and Other Changes)

7. Next steps for Hamilton Improved statistical reporting through Xpresscheck management console and Exit Watch software Complete the rollout of the last self checks and gates Complete installations at remaining locations New Builds – Lynden, Waterdown Renovations –Terryberry, Kenilworth & others Inventory wand Library Dispenser for alternative service delivery Move from project implementation to operational mode Improve documentation and support processes

9. Next steps for Kingston-Frontenac Finish retagging project Replace Self checkouts Add inventory Book dispenser Lockers

10. Questions? Karen Anderson Director, Public Service Branches Hamilton Public Library kjanders@hpl.ca Mary Sakaluk Manager, Digital Technology Infrastructure Hamilton Public Library msakaluk@hpl.ca Lester Webb Manager, Systems and Technical Services Kingston-Frontenac Public Library lwebb@kfpl.ca