Management Team Notes November 12, 2019

Management Team Notes

November 12, 2019
1:30-3:00 PM
Marvin Auditorium 101 C

Present

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
Diana Friend

Meeting purpose

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)

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.
DVD limits
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
1 2 3 4 5 6 7 8 >8
# 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
1 2 >2
# 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%
Total 30,332 16,958 64%

 

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
https://tscpl.org/wp-content/uploads/2019/11/2019_11.pdf

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

Diana
Successful events: Cocktails in the Courtyard, Chinese History, and Sesame Street

Kim
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

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