FW: Drive-Up Window Service

["Kristen D. Hewitt" <hewittk at westervillelibrary dot org>]

Hi John - 

 

We have had a reserve room/drive up window for a number of years.  It is
the single place where customers pick up reserved material.  Customers
love it and are very accustomed to it.  We are actually about to break
ground on an expansion project which includes making the reserve room
and attached book drop room larger.  

 

1.  The size of your library and its collection and if you are part of

a consortium.   67,272 patron records, 327,474 item records and 270,124
bib records.  We are a single branch facility.  

 

2.  The average number of holds you have on hold shelves at any one

time.  As of this morning, there are 1,348 items on the holdshelf.
There are 9,606 holds outstanding on the system.  

 

3.  Do you have self-service holds?   Are they a success?  No.  The
reserve room has a walk up side when you are in the library and a drive
up lane if you don't want to come in.   

 

4.  How many hours is the library open and how many hours is the

drive-up window open?  Monday-Thursday 9 am - 9 pm, Fri & Sat 9-6, Sun
1-5.  The reserve room is staffed all hours that the library is open.  

 

5.  Is the drive-up and any part of Circulation separate from another

part of Circulation and, if so, are they on separate floors?  The
reserve room is separate spacially from circulation.  It is on the same
floor (ground level).  

 

6.  Do customers have to give advance notice that they are picking up

holds?   If so, how far in advance and how do customers make that

advance notification?   Advance notice is not required - the reserve
room is staffed all hours that the library is open.  

 

7.  What services do you provide and not provide at the drive-up

window?  Basically check out of reserved items.  We will collect fines,
but just in the case that the patron can't check out because of
excessive fines.  The book drop room is also attached the reserve room,
so when staff aren't helping customers, they are checking in items.  

 

8.  Do you have any traffic problems with the drive-up?  Increased

accidents?  This is an issue.  We are trying to get the city to make the
alley one way to avoid this.  This should happen 

soon.  

 

9.  Did you need to add staff to offer this service?  There is always
one or two people in the reserve room.  We just recently started
allowing reserves on DVDs, so staffing in the room is being monitored
for now.  

 

10.  Any other comments that you think would help.  I have attached a
few pictures so you can visualize our set up. 

 

 

If you have any additional questions, just let me know.

 

 

Kristen D. Hewitt

Manager of Support Services

Westerville Public Library

khewitt at westervillelibrary dot org <mailto:khewitt at westervillelibrary dot org> 

(Phone) 614-882-7277 x134

(Fax) 614-882-5962

 

 

-----Original Message-----
From: innopac-bounces at innopacusers dot org
[mailto:innopac-bounces at innopacusers dot org] On Behalf Of John Stoneberg
Sent: Thursday, September 09, 2004 11:10 PM
To: innopac at innopacusers dot org
Cc: Laura Lebakken
Subject: Drive-Up Window Service

 

L. E. Phillips Memorial Public Library in West Central Wisconsin serves

a city of 64,000, a county of 96,000 and a metro area of 155,000 and is

part of a consortium of 32 libraries.  Our holdings represent around

40-50% of the shared catalog's almost 1.2 million items.  We are

interested in hearing from Innovative libraries, using Millennium, that

have a drive-up window service, which we are considering in our current

renovation and building reorganization space planning.   In the plan,

the drive-up window would be part of a new circulation area in the lower

level separate from a circulation desk and holds on the first floor.  As

a background note, we are also considering self-service holds.  The

average number of holds on the current hold shelves at any one time is

just over 1,300 and rising.  Staff currently retrieves almost 400 items

a day for customers.  

 

If you are willing to share your drive-up window experiences with us,

we are interested in knowing:

 

1.  The size of your library and its collection and if you are part of

a consortium.

2.  The average number of holds you have on hold shelves at any one

time.

3.  Do you have self-service holds?   Are they a success?

4.  How many hours is the library open and how many hours is the

drive-up window open?

5.  Is the drive-up and any part of Circulation separate from another

part of Circulation and, if so, are they on separate floors?

6.  Do customers have to give advance notice that they are picking up

holds?   If so, how far in advance and how do customers make that

advance notification? 

7.  What services do you provide and not provide at the drive-up

window?

8.  Do you have any traffic problems with the drive-up?  Increased

accidents?

9.  Did you need to add staff to offer this service?

10.  Any other comments that you think would help.

 

You may reply to the Listserv or to me individually.  Thank you very

much for time and feedback.

 

John Stoneberg

Assistant Director

L. E. Phillips Memorial Public Library

400 Eau Claire Street, Eau Claire, WI  54701

(715) 839-6225 (voice)

(715) 833-5310 (fax)

johns at eauclaire dot lib dot wi dot us 

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