Roving Service

Kristen Blinco, Customer Service Coordinator,Hurstville City Library, Museum & Gallery

Why roving?

• Change in service delivery model – move to a single service desk at Hurstville and Penshurst in 2012

Why roving?

• Identified by staff as an opportunity to deliver our service at a workshop in August 2011

• Increase staff presence on the library floor• Offer a proactive service• Engage the ‘silent’ customers• Maintain the appearance of the library and collections. 

How it works• Called ‘Roving service’ NOT ‘Roving reference’• Services provided:

Directional assistanceNew membershipsDemonstrating use of library technologiesDemonstrating use of library online services

• All staff given the opportunity to rove• Roving takes place throughout customer service shift –

times set by shift supervisor• iPad provided for use when roving

iPad

• Griffin AirStrap used to keep iPad secure when roving• 3G model purchased so iPad can be used in house or

remotely

Support provided to staff

• Opportunity to ‘play’ with the iPad• iPad training sessions• Roving expectations

Challenges

• Difficult to make time for roving when service desk is so busy.

• Some staff used the iPad to post to their own personal sites during work time.

• One of the iPads went missing!

Positive outcomes

• Staff and customers have embraced the roving concept• Staff more comfortable with using tablet technologies• Staff now using the iPad for new services:

Customer surveysCommunity events and open daysiPad training delivered to customers as part of

training program (English and Mandarin).TechBar for customers – assistance with

technology provided by volunteersiPads now used in Museum exhibitions

Future directions

• Collation of statistics on customer use of roving service• Use iPad to join up new members remotely• Use of iPad on stand in library to promote collections

Questions?

• For further information contact:

Kristen BlincoCustomer Service CoordinatorHurstville City Library, Museum & Gallerykblinco@hurstville.nsw.gov.au