Below I have posted the Closing Policy and Procedure as it now exists in the manual. Please take time to read it and then comment. It is up to you to make suggestions that you think will enhance this procedure. This is a conversation to evaluate and make recommendations so we can all better handle the closing of the library each night.
With the scenarios of your experiences as a customer at closing that you sent me and the comments you are making on the current policy I will do my best to put it all together and see what comes out. Then we can use this blog to follow up and see how things are going if we decide to implement any changes.
You are free to comment on any part of the procedure. You can comment on someone else's comment. All I ask is that everyone is respectful of the other person's opinion. Also, please remember that this is available outside the library so when commenting please do not use any information that would compromise someone’s privacy.
Let's blog in this first stage for about 3 weeks. That will put us right after Labor Day.
So start blogging!
Policy & Procedure
Closing the Library
Effective May 14, 2003
2. Official library time will be the time showing on the clock at Circulation.
3. At 30 minutes prior to closing, a minimum of two staff members must remain at the Circulation Desk until closing time. There are two exceptions:a. Leaving the desk briefly to handle an immediate patron needb. Going around the library at 15 minutes prior to closing as described in item 4 below.
4. At 15 minutes prior to closing, one staff members will go around the library advising patrons that the library isclosing.
5. At 5 minutes prior to closing, flash lights twice.
6. At closing, flash lights twice and lock doors. Serve the patrons remaining in the library for checkout only – nofurther reference, etc. assistance is available. Once the doors are locked, one staff member must review the entire library for any people remaining. Once clear of patrons, the lights may be turned off.
7. Do not shut down library facility or services prior to closing time. Partial shut down may be allowed when the library is empty – it is acceptable to shut down one pod of unused computers but not both. It is also acceptable to shut down two of the four circulation terminals.
8. Inform the Director of patron abuse of this policy, including groups.
28 comments:
If the act of flashing lights causes a strain on the electrical system, we could replace this with something else. Perhaps a pleasant electronic "ding dong" would get the message across nicely. You would also avoid the situation during summer months when flashing lights are not noticed.
I have noticed that at times the intercom for phone calls is quite loud, and that there is a button that says Mic/HFAI. Is this an intercom of some sort? Perhaps this could be used to make a general announcement that the library is closing in 10 minutes, and the proceed to the desk for checkout. Also, people seem generally surprised at our hours. Is it possible to post them at the circ desk, with Fri, Sat, Sun hours in red to flag them from the rest of the week? Just a thought :)
I like Sarah's idea to use the intercom but the two wings and Community Room are not part of the intercom system. Pat and I looked into extending the intercom system years ago (for the evacuation procedure) but it was too expensive at the time. I think it would be worthwhile to get another quote.
I agree that light flashing is good for wings. Could substitute the "ding dong" for 1st notice, and lights used for 2nd notice.
If someone is doing computer work, hearing that the lib. is closing in "15 minutes" could be upsetting . Could we announce it "30 minutes" ahead of closing? Have we ever tried it this way?
I really liked Rosalie's idea of having the computer get a notice on the screen at 1/2 before closing and then again 15 mins. before. That way it can gently remind people to finish up their work or conversations.
A library where I used to work now uses the 'computer reminder" system when they close. I'm going up there this weekend,--I'll drop by and say Hi and ask how it is working for them. I like the idea of a 30 min, 15 min, 10 min warning. Sometimes it's hard to keep track of the time when the desk is very busy, but maybe we could get one of those tiny stick-on digital clocks for the register that we could glance at when we are working at the desk.
A comment on the official closing procedure - I am not sure that it is realistic to have two people stationed at the circ desk from 8:30 on. It seems important for us to have the flexibility to move into the wings, note who is there, gather in-house items and be visible, while maintaining the ability to get back to the desk as needed. Just seeing us kind of alerts patrons that it is getting towards closing time.
I agree with Gerry regarding having both people at the desk from 8:30-9 really limits us. Often that is a slow time and one person can easily handle desk traffic.
While I'm not averse to making changes to the light flashing, it is very effective when we are closing after dark.
I also think that the computer notifications could prove very helpful.
All of the methods posted to date have merit. It might be overkill, but in some ways it would nice to use all of them. On Fridays, Saturdays, and Sundays when closing before it is dark, flashing lights is hardly noticed. But using the computers, lights and the human voice could be just what is needed. Also, the staff is aware of our closing policy and procedure, but is the public aware of them. I know people do not always read what is posted but it would useful to give a copy to the frequent offender.
Yes, two people at the desk is limiting. When there is someone walking around picking up books, shutting down unused computers, etc it helps to make people aware that we are starting to close down for the day, esp. when it is light outside and the light flashing isn't noticeable. Something else that might be helpful would be to have the "return" area labeled more clearly. Sometimes the backup in the line at checkout is from people who just have books to return and don't realize that they can just leave books in the bin.
As with most of our closing procedures, they usually work on weekdays. However, they seem to get blown out of the water on the weekends. I've read lots of good ideas. It would be nice to hear an official annoucement especially by the videos/DVD's. The computer notice would be great, too. We would still have to tell those on their own laptops which gets me to Gerry's point. We do need that flexibility to move about for in-houses & in-person notices to patrons.
Perhaps we could put the standing sign in the foyer with our closing times posted on it. We could then put the sign in the middle of the foyer so patrons could see it as they walked in. It would be posted prominently. Something like, "Today we close at 5:00."
Advising people of the imminent closing time while doing an in-house works on quiet nights, but how many times have we been hammered at the desk at closing time with many people wanting desk service? I know it happens quite a lot - you simply cannot get away to notify everyone in the wings. In addition, telling each patron the same thing over and over gets tiresome. We need an audible signal that catches everyone, not just the people notified by the clever computer pop-up idea.
Also, we have not addressed the problem of patrons who are aware that we are closing or even closed, but continue to hang out and shop around. Here's another topic for discussion....
I don't think the patron who stays after closing is another topic but part of the problem we are addressing. If everyone left at the scheduled closing time then we would even need to revisit the procedure. I think how to deal with patrons who linger for good reason or for selfish reasons is an important discussion and thank you Evelyn for bringing it up.
I was wondering how often the staff feels they need more than the 15 mins to close? We give a 1/2 hour to open but only 15 mins to close. Does anyone think we need to change that?
I am really enjoying the suggestions. I think we are coming up with some good ideas and some things we could try. Keep them coming!
The patrons in the Fic. wing who do not readily acknowledge our closing, do, in fact, get up and leave if I stand there after telling them "we're now closed". The 3rd person at closing could have that little task. I haven't had any rude comments or anything from patrons. Also, I have been to libraries where they post the "today's closing time" in the front lobby. I think that's a great idea. Anne
Great suggestions all! I think the easiest thing to start with would be better signage, as suggested, at desk and "Closing at 9:00 Tonight"on the door. Desk sign might also read "Please let us help you with your Library needs, we are open until 9:00 this evening".
Posted by Annette at 7:37 PM 0 comments
I love the idea of a sign in the lobby. That would also help with the people who sneak in at the very last moment. They often seem so surprised when we tell them we are closing.
We have had so many great ideas. I would like to go back to the patron who won't leave. Anne said quiet persistance is the way to go in some cases. Anyone have any other idea. I have to agree with Anne. I always noticed that if you lingered after you told the person we were closed they became uncomfortable and packed up faster. Anyone have any other experiences that they have found effective?
I always liked the way Tom would remind the lingerers - or is it malingerers - that we would be open again the next day at 10 a.m., so come on back and see us again, or something like that.
Sorry I'm so late to the party. All the suggestions are so thoughtful. We all seem to agree that the early closings bring the most challenges; therefore, I think a 15 minute warning at the least needs to be implemented. I also agree with Sarah that the closing hours should be posted so there are no surprises.
I believe it would be helpful to have the computers give a countdown starting an hour before closing. I was at the Summit Library and as you use their computer it tells you exactly how many minutes are available to you. I also believe notifying the patrons with a walk through an hour before closing would be ideal but again not always realistic. The intercom idea sounds like a great solution for notices.
Hi library pals,
This is just an observation from Friday afternoon. I think part of the reason that patrons aren't leaving is because they do not know that we are shutting down. Because we are at the desk with all lights on and computer up, etc, it doesn't look like we are closing anytime soon. Blinking the lights is ok, but if we blinked them at 15 min to close, again at 10 min, and then at 5pm shut off the lights, that would probably be a big help. Also if we were allowed to shut computers down, and LOOK like we were going to be shutting down, instead of saving all the activity for when patrons leave this would help.
This past Saturday, people were startled to find out we were closing at 2:00. The sign in the lobby with "today we are closing at..." or "today we are open until..." definitely has my vote.
Also, I experienced people finishing their video and book selections after we'd actually announced we were closed. Like many service industries, I think we will always have this happening. When we start our closing down of computers etc. the final stragglers will finish up. One person can always offer pointedly to help the stragglers check out - "I'd be happy to check you out now" - leading them to your checkout while offering to help them. Anne
If patrons don't seem inclined to leave at closing time and they are seated in the chairs with wheels, perhaps we could put on our best library smile, lasso them as they sit, and, reminding them that it is a library, quietly pull them into the lobby.
Shelley
Now why didn't I think of that?
I planned on closing the blog today so I could collect the information and see which ideas look at further and see if the can be implemented. I will give it 24 hours more so if anyone feels they have something they didn't say that they just really want to say now is the time. Then I think we should keep the blog going so that we can share the great experiences we have with closing and the problems and help each other find solutions to those problems or continue to perpetuate the things that really work to everyone's benefit.
I want to thank everyone for their efforts. I think this worked really well. I will get back to you on the blog and give you run down of what was suggested that is workable. I am not sure Shelley suggestion is in that catagory but it was creative!
One last comment--please,. please can we get some more signage with our hours. I think it would make a huge difference. We had someone at the copier make a huge fuss tonight because it was almost 10 after 5, and she didn't want to stop copying things after being warned several times that we were closing in 10, 5 etc mintues.
I don't have anything worthwhile to contribute as my wonderful co-horts have said it all. I'm just practicing, as I have been most remiss in jumping on the blog bandwagon. Yeah, sometimes life is like that.
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