Provides welcoming space for implementation of Service Model for Borrower Services (below):
Service Model for Borrower Services:
1. Proactive Customer Service
· Staff proactively greet and welcome customers entering the Library, administer customer accounts (registration, fines and fees), and rove Customer Service Area as necessary to provide orientation for new customers, coach customers in use of self-service technology, merchandize, etc.
· All processing and material-handling takes place in the Sorter and Workroom.
2. Customer Self-Service
· We use technology to "harness the power of the customer” for material-handling tasks like check-out of materials, where staff assistance is not required.
· Customer benefits include faster, more convenient checkout service, and greater privacy for their borrowing transactions.
· Operational benefits include cost-effectiveness in terms of managing increasing material flow, reduced ergonomic impacts for staff, and improved customer service due to increased staff availability for direct personal service (rather than material-handling).
Wednesday, June 16, 2010
New Libraries and the MPL "Right Places" Strategy
BUILDING STRATEGY:
Vision: “The place where Markham’s communities come together to imagine, learn and grow”
Strategy: The Right Places – library spaces that implement and align with our strategies for customer service, efficiency and staff satisfaction
Key Features:
Self-service options for customer convenience and organizational efficiency
Automated material handling to keep pace with growth
Welcoming proactive customer service and streamlined service points
Collections made more accessible through merchandizing
Children’s areas designed for learning through play
Teen areas for casual drop-in use
Options for study space – from group work to quiet study
Computer learning opportunities in all areas – seamless
Inclusive open program spaces
“Third place” design – welcoming, comfortable social spaces – the community’s living room
Vision: “The place where Markham’s communities come together to imagine, learn and grow”
Strategy: The Right Places – library spaces that implement and align with our strategies for customer service, efficiency and staff satisfaction
Key Features:
Self-service options for customer convenience and organizational efficiency
Automated material handling to keep pace with growth
Welcoming proactive customer service and streamlined service points
Collections made more accessible through merchandizing
Children’s areas designed for learning through play
Teen areas for casual drop-in use
Options for study space – from group work to quiet study
Computer learning opportunities in all areas – seamless
Inclusive open program spaces
“Third place” design – welcoming, comfortable social spaces – the community’s living room
Groundbreaking
The Groundbreaking Ceremony for the East Markham Community Centre and Library is tentatively scheduled for June 26th - 11:00 am - 1:00 pm
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