Mountain View Public Library’s Automated System Actually Works! (I’m surprised too) #library

Materials Sorting Maching
Materials Sorting Maching
As the second part to my post (or rant) about automation in libraries, I want to write about why I think Mountain View Public Library’s system might change my mind. MVPL uses the Libramation system for their RFID and MK for the sorting system & return software and circulate roughly 1.5 millions items out of just this one library. If you are unsure about why I dislike automated systems so much you can read my previous post. Some of this might not make sense unless you read that. Also, I want to talk about the library itself and some of the features I saw that I really loved, but I think that will have to wait for yet another post. So I’ll stick with the automation and how it addressed my concerns for this entry.

COST
I’m not sure what it cost them (I was afraid to ask) but I was doing a little math in my head as we went through it. The costs seemed to be- the sorting machine itself, book drop interfaces, RFIDs, self-check, RFID printers, construction/installation, staff training, and ongoing power, supplies, and support/maintenance costs. These are the costs that I would expect and nothing out of the ordinary and the savings typically come from the reduction in staff which was my second concern.

STAFFING
Our tour guide was the Circulation supervisor and she explained that this system did bring in a large reduction in staff time. I was unable to see the savings in action this day because we were on the tour the day after a holiday and more staff were called in for all the extra returns, but typically I was told that there was only one person in the back room managing the system with occasional pages to do the detail sorting and shelving. Also, I noticed that because they also had Self-check stations the front desk was only staffed by one person. So, from what I could tell, for a circulation of 1.5 million and only needing one paraprofessional in back, one on desk, and a handful of pages shows a fairly significant savings over the long run. This reduction in staff was mostly because the system actually works! Which is was my third concern.

THE SYSTEM WORKS!
As we were in the processing room with the machine we got to see it working first hand. To my great surprise, the machine actually worked! The books were dropped in the book drop, instantaneously taken off the patron’s record and taken on a conveyor belt were it was rough sorted into 11 different categories depending on where it belonged in the library. For example, one cart was for books in the adult non-fiction area from 0-100, the next for 200-300,

Self-Check Stations
Self-Check Stations
etc… and holds or problems when into the last bin. The carts were then hand sorted by pages to carts and shelved. The only real glitches had to do with items being returned that didn’t belong to MVPL (which is a glitch at almost any library) and items that couldn’t be RFIDed properly because of its shape or case. This second problem was being corrected in a number of ways and won’t be a problem any more in a couple of years. The first glitch has to do with patrons using the system which was my largest concern.

THE PATRONS

Book Drop Interface
Book Drop Interface
I took a little time and watched the patrons interacting with the machines. It seemed to go smoothly but I could tell that there was a large learning curve for them by the number of signs on the book drop. I suppose this is to be expected since the new system requires a new set of rules that they had to learn. For example, the patrons had to place items one at a time on the conveyor belt for the system to work properly and a light in front made it seem that it was scanning a barcode and not a RFID. Also, a piece of drop down glass covered the machine to keep people from placing things that didn’t belong into the drop. However, when I first arrived and looked at the machine, my first thought was that it was closed and that I couldn’t use it. After a couple of minutes of investigation a patron approached and opened the glass by scanning a book on the outside RFID reader and returned her books very easily. Even with these little issues, everyone I saw that day (especially the kids) who used the self-check and the return interfaces seemed pretty happy with it all. And happy patrons + happy staff = a win in my book!

So have I had my faith redeemed in RFID and Automated Materials Handling? Maybe… However, I still think that these systems require a lot more work than the vendors tell you they do, not all of them work as well as MVPL’s, and I would be concerned that libraries who use these systems with significantly smaller circulation numbers won’t see the savings that the systems could bring. So I still recommend a fairly high level of caution when thinking about adding one of these machines to a library. Its shiny, its new, it doesn’t always work, but for MVPL, and our library system’s installation of the same system, I’d say we are very potentially making a great decision and definitely making a good well-researched decision. Way to go team!

Why I HATE RFID and Automation and How Mountain View Library Might Change my Mind #library

Mountain View Public Library
Mountain View Public Library
I’m always a little skeptical of automated library return systems. I’ve had some bad experiences with them and I’m never sure that they have a positive return on investment. So when our library system decided to invest in four at four of our branch locations I was a little worried to say the least. Luckily, our director made the decision to have our branch manager meetings at other libraries in the area instead of within our own library system. This lets all of us branch managers gain a little insight into the tools and techniques of other libraries and in this case, gain a more in depth look at the automated system in the Mountain View Public Library (I will review this automated system and this beautiful library in general in a post to come). This re-look at these kinds of systems made me think of my own personal history and concerns about automation and RFIDs in general.

The first concern is the cost of such a system. In my last library we used the 3M system for RFIDs and automation. The RFIDs cost $0.46 each (we had 180,000), the RFID readers cost a few thousand each (we had almost 20), the RFID printers were rented and still cost a few thousand. These costs don’t include the costs for the servers, wiring, installation, security gates, self check-stations, and software maintenance charges that total some number beyond my comprehension. At that library we didn’t have, and therefore I didn’t include the cost of a fully automated sorting system and all items fell through the bookslot and into one bin.

The second concern is that, in my experience, these systems don’t require less work from staff at all. We were told that, as the items fell through the bookslot, they would automatically be checked-in and all we would have to do is sort the items and put them back on the shelves. However, this was not case. Items in the bookdrops were only checked-in 60-65% of the time requiring all items to be re-checked manually and sorted for holds and ILLs by hand. Also, metallic items such as anything with a CD, or metallic and reflective paint would not be scannable with the RFID system. Our library system also had a second building that wasn’t RFIDed. This is a similar problem found in library consortiums where items can be returned between library systems and different brands of barcodes or RFIDs are used that aren’t compatible. In relation to the amount of work required by automated systems is how much work staff is still required to do. Generally, the items still need to be pulled that are on hold or ILL, they still need to be

My third concern is; how well does the sorting machine actually work? I’ve been to a few libraries that use an automated sorting system that simply doesn’t sort the items in a way that’s even remotely effective. The items are misfed, mislabeled, and missorted to such an extent that the librarians have simply stopped using the system. The complaints from the poor folks who are stuck with these machines are long and plentiful and filled with stories of what could have been better done with the hundreds of thousands of dollars that were spent on the non-functioning machine. Of course the vendors promised the world to these sad librarians and I’ve actually heard the vendors say at conferences that staff will never have to touch a book again! In fact, I’ve had to stop spending time in exhibit halls at conferences because I’ve angered too many venders by my questions that lead them to admit to the Music Man like lie they just blatantly made to the group of librarians who surrounded their shiny new machines that would solve every library problem ever created and sure to come.

My final concern surrounds the ease of use for the patrons who are forced to use this machine. As the librarians are already frustrated with many of these systems, the patrons forced to use them oftentimes have the same experience. Many times the system has a new set of rules that patrons must learn, the system doesn’t work intuitively or consistently, and the end result is that the patron makes a mistake, the machine doesn’t work and the patron gets blamed, feels stupid, or simply doesn’t want to learn. And honestly, who can blame them? They already have to learn how to use ATMs, different self-check systems at grocery stores, smartphones, computer programs, different computer platforms, and the list goes on.

As a side story – I was recently talking to a library director at a conference about their RFID system and she made the comment that items need to be returned one at a time through the bookdrop for it to work but patrons were putting in more. Someone asked how they make sure that items are put one at a time through the bookdrop and she simply said “oh, we made a sign.” I asked her how that worked out for her, and she said…(I’m not kidding)… “it’s a really nice sign that’s made out of brass and engraved” and then looked at me as if that settled the problem and answered my question. I’m not sure that it did, but I gained a lot of insight into how that library works with that statement.

Luckily, I found that the Mountain View Library’s system solves almost all of these problems and is, as a library building, a very beautiful and functional space. Perhaps, one day renewing my faith in library vendors and automated systems. I will be blogging about how this whole thing SUCCESSFULLY!!! works in the days to come.