Kudos from Customers

Main Librarry – Circulation & Teen Departments: - I want to take this opportunity to thank Robert Moseley (Library Assistant, Teen Dept.) and Howard Williams (CSAII, Circ) for conducting library tours earlier today for participants at the Legislative forum for Seniors. All those that came back down to the Conference level had nothing but praise for both Robert and Howard; they thoroughly enjoyed the tour and a few wanted to see the auditorium as they intend to come back for the Movies at Main. (They were also impressed with the auditorium facilities.)

I have one compliment that I feel compelled to mention from a guest in attendance; she stated at the conclusion that "the Main Library is the perfect venue for the Legislative forum and that staff members in the library always go out of their way to serve customers." The guest mentioned these compliments in front of Rep. Charles McBurney & Rep. Mia Jones as they were leaving the building. Thank you again, Robert & Howard, for your time and excellent customer service.

Main Library - Children's Department: I am most familiar with the staff at Children's. They have been very helpful to me, in particular Marie Myers (Library Associate), with helping my community establish a support network for bilingual English/Portuguese families. They are all very enthusiastic, and as a result we have people who now come to Main Library from far away.

Maxville Branch: I want to tell you what wonderful service I received from Christian Martin (Librarry Associate) at your Maxville Branch. He was very helpful and answered the questions I put to him in a professional way and went the extra mile in seeing that I was safisfied with the answers he was providing me. Thank you and him for the work you are doing for us "book readers" who also need access to online data and internet service.

Pablo Creek Branch: Christie Rogers (Library Assistant): I have known Chris for these past two years & let me tell you: She is awesome -- kind -- helpful.

University Park Branch: Marlin Day ((Librarian Senior) was very helpful and very courteous.

South Mandarin Leverages the Efficiency of Additional Self Check Stations

Ed Murray, Library Supervisor, and the staff of the South Mandarin Regional Library have been contemplating how they may implement the Balanced Score Card at their location. The staff considered ways to increase the branch’s efficiency, particularly from the method’s Customer Perspective. South Mandarin is consistently one of JPL’s busiest locations, often accommodating 1,000 customers daily.

The staff sought to leverage the added efficiency of SoM’s new 3M Self Check machines, which in December were increased from two to three stations. The new stations also increased efficiency with new locations in the building, placing two machines in front of the traditional Circulation Desk, and for the first time adding an entirely new station in the Children’s Room.

South Mandarin plans to leverage this new efficiency in several ways:

- Additionally free the Circulation staff from routine transactions better assigned to customer self-service.

- Assign one Reference worker as a roving reference/greeter while optimizing the branch’s wireless phones.

- Apply the added Circulation, Adult, and Children’s Reference efficiencies to ongoing needs including shelving, weeding, holds processing, and materials processing.

South Mandarin plans on continuously experimenting with different approaches, including moving book drop workers to the Circulation desk during peak usage hours. Roving reference workers have addressed other customer needs as well, often assisting with meeting room set-ups and audiovisual needs. The efficiencies provided by the increased Self Check presence and the resulting staff flexibility have created a dynamic environment with much room for creativity.

And the Winner IS...

Congratulations to Karen Jessee, Librarian Senior, Main's Genealogy Department! As the winner of the annual competition, Karen will represent the City of Jacksonville at the International Speech Competition at the District Level of Toastmasters International the last week in March (exact date and place TBA).

Karen received the “Best Speaker” and “Best Table Topics” awards in City Hall at the conclusion of the competition. Her speech, entitled, “Roots?? What roots?”, entices listeners to discover their genealogy.

JPL will be cheering for you, Karen, as you compete at the district level.

Partnerships and Communication Is Pursuing Greater Efficiency and Effectiveness

Dr. Keith McLaughlin says Partnerships and Communication is striving to do its part to reduce costs and to provide services more efficiently and effectively by implementing these practices:

Reduction in use of Ink and Paper
· Re-use printed paper for internal purposes/scratch sheets, etc.
· Use double-sided printing for all internal documents, grant and proposal application drafts—everything that is not going out to a funding organization
· For lengthy documents, print at least two pages to a sheet (and double-sided)
· Use the double-sided copier setting whenever possible
· Use “draft” mode on printers to save ink
· Try to print less by sending and saving documents electronically
· Email drafts of graphic design documents in pdf format rather than print

Lower Mailing Costs
· Take time-sensitive documents to City Copy Center for mailing to ensure postmark, return-receipt (if necessary) and reduce the need to send via Fed EX
· If Fed EX is necessary, use two-day instead of next day; it’s less expensive

Miscellaneous
· Turn out the office lights for the evening
· Share or borrow supplies from team members before placing new supply orders
· Use City cars and carpool to off-site meetings and events

Programs and Marketing
Rely more on grant and private funding to support programs and less on city general fund dollars
Whenever possible, include support for part-time project coordinators in grant-funded requests and budgets
Recruit volunteers to assist with program implementation, such as with the “How Can I Afford Retirement?”
Leverage program partners to help promote and market programs, thus reducing expenses associated with paid advertising
Utilizing email blasts, electronic newsletters, Facebook and Twitter to communicate with targeted constituents and the general public

Conference Center
Have improved efforts to apply the adage “a place for everything and everything in its place” with the storage and tracking of electronic equipment and accessories in the Conference Center. This has improved security and maintenance of the equipment.

Staff Profile

Harriet Siegel was—and still is—an officer of the Beaches Friends of the Library, established in 1979. Before the current Beaches Branch was built, a beaches library (not then part of JPL) was housed in one room of the old Beaches City Hall. And before the Beaches Friends was organized, Harriet volunteered there. Seeing the need for a larger library, she helped raise public support that resulted in the current Beaches Branch Library being built. It opened in 1986 and became part of the Jacksonville Public Library.

Harriet, as she likes to be called, was selected as JPL’s first “Volunteer of the Year” FY 1992-93. A plaque commemorating her work through the Beaches Friends hangs in the Beaches Branch Children’s Department.

Always a proponent of the Beaches Branch and its Friends group, Harriet represented the Friends of the Beaches Library at JPL board meetings for several years.

Harriet initiated “Noon Break” programs at JB about 17 years ago and has lined up all of its programs, which take a hiatus during the holiday season and voting times. “Noon Break” has featured the Navy Band and other musicians, representatives of beaches organizations and surrounding communities, City Council members, history buffs, doctors, a D-Day participant, fishing, fashion, coin collecting, local personalities and students. Due to the wide range of interest these programs cover, they have drawn many people to the library, who might not have been there before and who subsequently joined the Beaches Friends and/or have become JPL customers. Harriet attributes the programs’ success in part to the support of the Beaches Friends members and Beaches Branch staff. The programs also promote public awareness for the annual Friends Book Sales.

In addition to her volunteer work for the Beaches Friends, Harriet volunteers for Beth El, her local Temple in Ponte Vedra, which is supported by the Beaches area.

Harriet currently volunteers at the Beaches Branch Children’s desk and is considered a vital part of the Beaches Branch Library’s success. She defines the term “positive mental attitude” and her perky personality is underlined with a sharp mind. Harriet Siegel plans to keep volunteering and we look forward to her continuing friendship at the Beaches Branch.

Thank you so much for all you have done and continue to do, Harriet.

Congratulations,Kathy!

Katherine Johnson celebrated her 30th year anniversary as a JPL employee. Kathy started in
Regency Branch, then to Tech Services, Highlands before the renovation, Brown Eastside , Payroll dept. ( 7 years) then to Northwest.