Management Team Notes
November 12, 2019
Marvin Auditorium 101 C
Scarlett Fisher-Herreman, Paul Brennan, Thad Hartman, Debbie Stanton, Ruth Rodden, Nancy Lindberg, Gina Millsap, Diana Friend, Darci Scott, Greg Gaul, Ivan Johnson, John Kugler, Sandy Hestand, Autumn Friedli, LeAnn Brungardt, and Robert Soria
Call to order
Discuss how we will use customers feedback and continue discussion on DVD limits and guest passes.
How are we going to use customer feedback?
Suggestion box (Marie)
Marie Pyko reported the history of the suggestion box, 20 years. Time for new survey options such as emailing a survey link, i.e. chat/survey monkey type of options that provide a survey to be sent to a specific geographic area within Shawnee county and/or customers. A survey that would allow the library to see responses, suggestions, and/or comments. In addition, permit frequently asked questions and answers to be provided to our customers. It was suggested that the library have a staff member be available to offer and assist with surveys.
Net Promoter Score (NPS) – OrangeBoy
Robert Soria reported an overview of NPS survey. Did you know that on average 200 responses are received monthly? 5 to 6 messages are sent to new card members. NPA feedback is provided in a an excel format that a user can download the information. Great information is provided and captured. In the future identify categories such as positive and negative comments. Survey strategies: respond to customers within a certain timeframe. Recommendation: TSCPL develop processes and workflows around the NPS surveys feedback to maximize our investment in Savannah, Orangeboy, Inc.
Joey Embers suggested a survey kiosk be provided to capture café, gallery, and meeting room customers comments and suggestions.
Follow up on previous discussions (DVD limits and visitor passes)
Thad Hartman reported that visitor and guest passes are not being used for their intended purposes. It would appear individuals are attempting to gain additional computer time/sessions. Joey suggested limiting sessions and passes. Ms. Gina asked that Thad look inquire of utilization, trends, and data.
Thad Hartman shared and provided a handout of the below DVD limit suggestions. Discussion followed and the following suggestions: consider increasing DVD limits, research theft, look at return on investment (ROI), damages, items being lost, and audio & digital increases.
New Limit Suggestion:
- 21 Day DVD CKO Limit – 20
- DVD Express CKO Limit – 5
Snapshot October 24, 2019:
|Number of 21 Day DVDs Currently Checked Out to Individual Borrowers|
|# of Borrowers with 21 Day DVD CKO||1,124||705||494||405||362||360||278||437||64|
|Percent of 21 Day DVD Borrowers||27%||17%||12%||10%||9%||9%||7%||10%||2%|
- 27% of DVD borrowers have 1 21 Day DVD checked out
- 27% of DVD borrowers have 6 or more 21 Day DVDs checked out
|Number of Express DVDs Currently Checked Out to Individual Borrowers|
|# of Borrowers with Express DVD CKO||243||349||3|
|Percent of Express DVD Borrowers||41%||59%||1%|
- Borrowers with DVDs currently CKO: 4,366
- Borrowers with 21 Day DVD CKO and Express CKO: 458
- Borrowers with 21 Day DVD CKO but no Express: 3,771
- Borrowers with Express but no 21 Day DVD: 137
|Collection Name||CKI||CKO||% CKI||Shelves||Total Capacity (80 per shelf)||% of Capacity|
|DVD Adventure – Media Center||1,691||1,512||53%||15||1,200||141%|
|DVD Anime – Media Center||354||228||61%||5||400||89%|
|DVD Comedy – Media Center||2,338||1,386||63%||30||2,400||97%|
|DVD Documentary – Media Center||668||139||83%||8||640||104%|
|DVD Drama – Media Center||5,745||1,937||75%||65||5,200||110%|
|DVD Entertainment -Blu Ray – Media Center||2,019||1,424||59%||21||1,680||120%|
|DVD Foreign – Media Center||1,428||154||90%||18||1,440||99%|
|DVD Horror – Media Center||484||699||41%||4||320||151%|
|DVD Musicals – Media Center||304||138||69%||4||320||95%|
|DVD Mystery – Media Center||311||110||74%||3.5||280||111%|
|DVD Science Fiction – Media Center||489||395||55%||4.5||360||136%|
|DVD Silent – Media Center||148||17||90%||2||160||93%|
|DVD TV – Media Center||3,458||2,444||59%||39||3,120||111%|
|DVD Westerns – Media Center||519||185||74%||5||400||130%|
|DVD Adventure – Annex||511||196||72%|
|DVD Anime – Annex||1||2||33%|
|DVD Entertainment -Blu Ray – Annex||101||18||85%|
|DVD Comedy – Annex||428||150||74%|
|DVD Drama – Annex||770||233||77%|
|DVD Foreign – Annex||27||8||77%|
|DVD Horror – Annex||176||105||63%|
|DVD Juv Entertainment – Kids Library||3,831||3,491||52%|
|DVD Juv Entertainment – Annex||2,662||738||78%|
|DVD Musicals – Annex||31||13||70%|
|DVD Mystery – Annex||11||3||79%|
|DVD Science Fiction – Annex||124||40||76%|
|DVD TV – Annex||459||222||67%|
|DVD Westerns – Annex||58||12||83%|
|DVD Express – Plaza||288||784||27%|
|DVD Express – Annex||752||166||82%|
|Spanish DVD – East Wing||146||9||94%|
Deleting borrowers after three years
Thad Hartman reported that borrowers will be deleted after three years however, inactive file could house the deleted borrowers. May want to look at Paul Brennan and Shannon Eddings process with schools. Question was asked, what happens to balance dues when customer account becomes inactive. Darci Scott made mention that the finance department was looking into unclaimed property process with the Kansas State Treasurer: https://kansascash.ks.gov/up_main.html. Further discussion to occur.
David Lankes proposal
Gina Millsap shared David Lankes TSCPL invitation to be one of a handful of libraries that will work with him on re-designing graduate library education. David Lankes is a thought leader in the library industry. He has Given our (as well as many colleagues across the country) current level of dissatisfaction with library education, I feel this is an excellent opportunity to take a positive and productive approach to helping develop a new education model for future librarians. The only commitment we are making is staff time to help with brainstorming and the development of a model that Dr. Lankes is proposing. I want you to be aware of this because we may be asked to participate in the new model in the future. For further information check out the Board of Trustees November 19, 2019 meeting notes at
Updated policy listing
Policies will be taken to the board of trustees meetings on December 19, 2019. The board will act on the policies the following month. Meeting Room Policy will be placed on the December BOT agenda.
Area Updates and Reminders
Successful events: Cocktails in the Courtyard, Chinese History, and Sesame Street
There has been confusion about performance contracts and W-9’s. Finance must have a W-9 and a contract for any performance/speaker prior to the performance/speaking date. This is an IRS requirement. The usage of their own contract is preferable. Instructions and fillable form can be located Global (L:) see pathway: L:\Projects & Resources\Finance Information & Forms. All Management Team Members should have access to the Global drive, if you do not please contact Tech Svcs.
Minutes: M. Rangel
Next Meeting: December 10, 2019
Marvin Auditorium 1:30 – 3:00 PM
Facilitator – Stephanie Hall