[Publib] Self Check out promotion

[K.G. Schneider]

> At 06:39 AM 11/4/2007, Bob Watson wrote:
> >I suppose one might ask the question ... is the (relatively low) use 
> >of self-check a problem for patrons or a problem for staff/administration?
> >
> >It may be that they're happier with staff (a good thing!) than they 
> >are with the machines.

At MLPL (my local public library), last time I checked (about six weeks
ago?), they had one self-check machine, upstairs in a very awkward
location. I  doubt most patrons even know what it is. But the reality is
that I'm happy using the circ desk for several reasons: the staff are
nice, I often have something to do that this machine can't help me with
(return overdue books, pick up holds and ILLs), and it's fast. One other
local experience with self-check is at a grocery store where if you get
stuck (and it seems that happens at least once per transaction) you have
to wait for a clerk who has often wandered out of earshot from her
station to troubleshoot some problem elsewhere. More than once I've
abandoned my groceries or moved to the regular checkout line. Not to
mention there's no incentive for the person in front of me in a
self-check line to quickly complete THEIR transaction, which can slow
things down even more. 

Home Depot's self-check seems to work well, though it's like that
Unshelved cartoon; I don't know that I've ever simply bought something
and walked out. Someone always seems to be involved in even a small
transaction, even when I'm not having problems. But perhaps self-check
enables the staffing to be more distributed, rather than tethering a
clerk to a point of sale spot. 

I *have* used libraries in the past where self-check machines were an
improvement on the staff... though again, these machines tend to be poor
at exception-handling, forcing me to grovel to some cranky, scowling
clerk. 

Self-check is one of those services that I really like in the
abstract--financially efficient if deployed correctly, a boon for
patrons who want to get in, get their books, and get out--and yet I
don't miss it at all in reality... once I've made time in my personal
schedule to drive to the library, prowled around the building hunting
down books I wanted, etc., exactly what does self-check do for me at
that point? Though based on how well they do everything else, my guess
is that MLPL would do self-check right, as well. 

Now, if we're talking streamlined service, home delivery makes my mouth
water... as much as I like MLPL, I'd give up the "experience" just to
have books on my doorstep a couple days after I requested them! 

K.G. Schneider
kgs at freerangelibrarian.com