Open Discussion Notes 5-7-14

11:15-11:45, 3rd Floor Conference Room
Moderators/recorders: Karen, Meg

Discussion: Should we accept customer returns on all floors?

PRO

1. Reduce Tension between staff & costumers.
2. Older costumers or parents with kids don’t have to go downstairs to return library materials.
3. Encourage customers to return items by making it convenient.
4. More options/places to return when lobby busy.
5. Providing a service.

CON

1. Materials that require extra handling/space (like holds, transfers).
2. Materials are not brought down to the first floor on a regular basis.
3. Items are not sorted.
4. Increases level of activity at the desk.
5. Does not utilize sort machine (an expensive piece of equipment).
6. Mixes up pick-up materials with check-in /check-out items.
7. Limited space/carts.

Other Considerations

• Process Improvement (improve workflow, materials handling)  
• Designated area/ pickup trucks. 
• Greeter in lobby.
• Clear desks during the day.
• Educate customers.