You know how it is, you produce some stats and they then become the basis for negotiations to start and claims that they must be wrong...
We installed three self-service online renewal terminals upstairs in lending just after Xmas. The service target is that these will account for 60% of all renewals at this library (God knows where the number came from). In the event we're struggling to reach 4%, not least because we're so under-staffed that we struggle to have enough people to open the door, let alone sell a new process to a very conservative clientele.
Needless to say, I've been told to find out "why the equipment is badly under-reporting."
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