Return to Shelver - X Marks the Spot

An important yet easy way to bring visual systems to your library is to consider your library’s re-shelving location(s).

Offering places for patrons to lay used but unwanted items is important to reduce:

• the amount of time spent locating items
• “missing” item occurrences because of shelving errors
• money and time wasted re-ordering “lost” items

Maintaining re-shelving item locations also helps libraries track statistics. The items collected and marked “used” before re-shelving gives libraries an idea of what patrons are interested in. This is especially important for items that cannot leave the building, like reference books.

These use statistics are consulted when removing (a.k.a. deaccessioning or weeding) inactive titles and ordering new ones. Statistics also tell librarians and stakeholders which collections are being used and how heavily. Both are important when creating collection budgets and making the case for library funding (to department heads, college administrators, library boards, etc.).

Each academic, public, and commercial institution I have worked for offered re-shelving locations – some more successfully than others. Does your library have a place for your patrons to place unwanted items for staff to re-shelve? How consistently are your re-shelving locations used?

If your library’s re-shelving locations are under-utilized, have you stopped to consider why? Do you need a map to find a re-shelving spot, tucked out of sight? Is it in plain sight, but in a poorly trafficked local? Must you stand with your nose to the sign to read it? 

Room for improvement:  Low contrast "Please Do Not Reshelve Materials" sign is hard to read and fails to tell patrons where to go with unwanted materials.  Martin Library of the Sciences, F & M College.

Pink Shelves signal re-shelving location to library patrons. The space can be improved with a larger sign / larger font size with fewer words.  Shadek-Fackenthal Library, F & M College.

Never fear! The 5S of Visual Order and the 4 types of Visual Devices are here to help! Here is a short list of visual solutions to improve patron re-shelving location usage (now that’s quite a mouthful)…

• Sort & Set in order: clear and designate a location(s) for re-shelving.

• Identify the main arteries of traffic at your library (like, the path from the stacks to the circulation desk and restrooms) and place your re-shelving spot(s) at visible points along this path. Working within your patron’s natural flow boosts their adoption of new service points.
• Include well-marked, legible signs with concise wording to grab attention and quickly tell patrons what to do at a glance.
• Limit re-shelving locations to “re-shelving only” to cut confusion.
• Keep re-shelving tables and shelves between hip and eye level (consider coffee tables for re-shelving in the lounge or children’s areas)

Success!  This children's room re-shelving spot is found by patrons leaving the kid's room, heading towards circulation and is clearly marked by large and clever "Reshelve Spot" signage. It must be cleared several times daily.   Manheim Townhip Public Library.

Manehim Township Public Library echoed the success of their children's room in the adult collection:  repeating the same color scheme & circular "return spot" motif. Vertical stands for adult signs would help visibility.

• Shine & Standardize:  keeping it clean and consistent

• Use the same signage throughout the building.
• Maintain "fresh" & visible signage (not crumpled or hidden).
• Check & clear re-shelving spots at scheduled intervals according to your library’s needs: for example, 3x/day for the children's area and 2x/day in the adult's area (consider keeping a log of this for staff to initial).

• Success:  rinse and repeat

• Keep up the good work! Ensure re-shelving areas are clearly designated and regularly cleared.
• Observe outcomes & reconsider: Are there ways to improve? Locations or wording that would work better?

I'd love to see what your library's visual re-shelving locations look like and to hear your thoughts on how wonderful your re-shelving spots are or what you'd like to improve. I, for one, am looking forward to updating the re-shelving areas at the Martin Library of the Sciences this fall. I'll keep you posted!

~Jessica M. Gutacker
Franklin & Marshall College Library
Manheim Township Public Library

What grade does your media collection get?

How many times has a patron handed in an audiobook and informed circulation that one out of the 30 discs didn’t play – but, sorry, they don’t recall which disc was the problem? Or have you taken items out of the library yourself, only to be disappointed by the frequent skipping and freezing… or worse, total silence?

A visual solution, like a library media report card, can significantly improve patron library experience by:

• giving patrons an outlet to report any problems they’ve encountered
• increasing chances of reporting by placing “report cards” with the media (at the point of need)
• saving library staff & volunteers time identifying problem items at check in
• improving collection quality by repairing, replacing, or withdrawing items (thanks to patron review and reporting)

The idea for a media report card came to me one dark and frustrating night. My mother, sister, and I had planned a lady’s night in and I had checked out a period piece – that, miraculously, none of us had already seen – for the occasion.
 

It was a bumpy start.

The film froze several times in the first fifteen minutes, so we changed rooms and DVD players and eventually managed to skip past the bumpy beginnings. Soon my mother, sister, and I found ourselves lost in the story. We were enthralled and eagerly anticipating our sugar coated ending when, in the final ten minutes, the DVD froze. Noooo!!!

Desperately, we tried all the tricks:  fast forwarding over it, skipping ahead a chapter then rewinding, turning the DVD player off and on again, switching DVD players, gently cleaning the DVD, etc. Nothing helped. After an hour of trying we called it quits.
 

Having talked up the library to my family sometime beforehand (because none of my family are library users) I was incredibly embarrassed and disappointed. How many times had our library patron’s “relaxing” evenings come to a similarly scratchy halt? How could I keep recommending library media if this was the quality of the items going out? This wasn’t the first scratched DVD / CD I had checked out, but this was the first time it happened in company.

I wished we had some system to report problem DVDs the moment patrons encountered problems, so that the library and patrons could pro-actively improve our media collection and the user experience. The media report card was born.

My first report card asked:

“How do I play?

• great
• skips / freezes
• wouldn't play

Which disc?  ___

After some trial and error, we removed the “great” option (as it was starting to waste paper), but we were thrilled with the positive patron feedback to our new DVD cleaning program. I was even more pleased to see other neighboring libraries pick up the system for their media collections.

Manheim Township Public Library of Lancaster Pennsylvania is the latest to adopt the system – putting their own stamp on it - and I am thrilled!

DVDs awaiting resurfacing thanks to the new media report cards

My only suggestions for visual improvement would be to increase the point size of the font and check boxes to report scratched or frozen discs and cut some words below – so that the patron’s eye can identify the paper’s purpose and use quickly.

What do you think? How has your library improved the quality of their media user experience? What grade would your library media collections receive?   

~Jessica Gutacker 
Franklin & Marshall College Library
Manheim Township Public Library

Speed Limits

One of our most popular library services is network printing.  To expedite printing lines and avoid mishaps, we recently configured all print jobs to a limit of 100 pages, and/or 30 MB in size.  To convey these limits to our users, we added this simple visual reminder at the point of need (in this case, the release station.)  If limits change, a simple update to the visual is all that is necessary.

Call Me Maybe?

Ever worked at the Research Desk and realized an hour into your shift that you never took the phone off forward?  This simple laminated card acts as a quick visual reminder that the phone is on forward to either the Research Office or Voicemail.  Over a dozen librarians regularly trade shifts at this desk, so accurate communication is vital.

Co-Locating Like Items

Where we choose to locate and store items in our work environment matters a great deal. Storing like items together can accelerate workflow and alleviate stress. Storing paper and toner together is an obvious consideration. But centralizing that storage next to the point of need (the printers!) takes the notion a step further. The storage closet pictured above is right off the main reference (read printing) area in the library. In addition, every variety of cartridge is stored neatly in the same closet, so no matter which printer runs out, there's only one place to go!

(Note the metal scissors which are left in the closet to facilitate unpacking of paper and toner boxes. Another point of need solution!)

Thinking Visually About Java

Need that cup of Starbuck's to get through your research? If so, then you don't want any problems with the machine! When the F&M Library installed the self-service Starbucks machine pictured above, it was instantly popular. However, staff quickly noticed that patrons were confused about payment types and instructions. A short list of concise instructions were added to the machine just below the payment area. Patrons were pleased to have the extra instructions at the point of need, and the java flowed!

Also note the clear plastic supply bins located on top of the machine. The clear design creates a visual re-fill cue when coffee bean supplies are running low. A simple, yet powerful visual solution!

I've Got I.D.

One of the fundamental principles of the visual workplace is to build solutions for common mistakes directly into the physical workstation. As an increasing number of library services are offered online, the computer is quickly becoming a common library workstation. How libraries design and present interactive web services is more important than ever. Written instructions for patrons need to be as clear and self-evident as possible. If patrons express confusion with a web-based form or procedure, libraries can address these problems with online visual solutions.

Take the following confusion over patron I.D. numbers. The library's former web-based interlibrary loan service directed students to login using their student I.D. number. Confusion and frustration developed when students routinely used the shorter number on the front of their card, instead of the desired 13-digit library patron number on the back. To address the problem, the library inserted images of the card into the web-form to underscore the correct I.D. number required to login. This simple visual solution eliminated further confusion.

At Arms Link

As more classic library subject encyclopedias and indexes go digital, it can be difficult for patrons to discover and locate these once powerful reference tools. One visual workplace solution is to place the needed information right at hand - in this case, on the shelf where the set once lived. In the example above, a vertical shelf-marker is substituted for the withdrawn print set. It reminds the patron of the existence of the resource, and gives direction to its new location on the library web site.

The Answer is Right at Hand

One of the main purposes of the visual workplace is to build the details of work into the physical environment and improve adherence, allowing people to work precisely with increasing self-regualtion. Now if you work with a group of library student workers or volunteers, you are always looking for ways to improve adherence, precision, and self-regualtion. Many libraries rely heavily on students and volunteers. However, after initial training sessions, how often do we re-train and evaluate their work? With good visual workplace practices, we can alleviate some of that extra re-training and supervision.

For example - shelving books. We train students and volunteers to shelve books, but we send them off with a cart of books and no support information on hand. A book cart is essentially a portable work station. Why not include simple shelving instructions (hopefully reminders!) with each cart that goes out? They can be laminated, attached magnetically to the side, whatever works for your environment. In that case, if a student or volunteer has a question, the answer is right at hand.

Library Patrons as Visual Workers

Do visual workplace principles apply only to library workers? Take a quick look around, and you'll realize that no - they apply to everyone. The library is full of customer "workstations" where library patrons manipulate data and machinery to produce desired outcomes. Here's a list of examples:

Computer stations

Print Management "Release" stations

Scanning stations

Self-Checkout stations

Photocopier stations

Microfilm Reader/Printer stations
Book Returns

By applying proper visual workplace signage and principles to these areas, patron efficiency and satisfaction can be greatly enhanced. Please see images of a well-designed public scanning station below. Note the visual "how to" instructions on yellow paper attached to the table, and additional "press this button" label on the scanner itself.