Fast Lane

About the Program

Category: Libraries (Best in Category)

Year: 2017

In 2015, Broward County Libraries launched a new service model designed to increase the library’s service days and hours without increasing staff and budget. During the 2008 recession, BCL reduced staff and service hours/days in response to severe budget cuts and they were still not restored by 2015. However, the most prevalent request on customer surveys was to increase the hours and days that library locations were open. The challenge was to meet that goal without a higher budget or additional staff. The most efficient, cost-effective way to accomplish that was to make check-out at libraries self-serve wherever possible. Most library locations had self-checkout stations but they were not in prominent locations, had no signage and were not marketed. It was decided that existing self-checkout stations would be rebranded, additional self-checkout stations would be added where needed and library circulation desks would be reconfigured to accommodate more self-checkout stations. These efforts would be supported by an extensive marketing campaign created by library marketing staff. Research conducted via customer surveys identified customer’s opinions and usage of self-checkout. These results led to a 2016 plan of action and a list of strategic goals that was used to implement Fast Lane, a fun, fast way for customers to self-check library items. To convey the message that self-check was faster and more convenient, in-house staff created an eye-catching logo that used a checkered racing flag as the key component. Library staff also oversaw and implemented reconfiguration of existing circulations desks where the majority of library materials were checked out by a library staff. Marketing materials were created. The first Fast Lane locations debuted in April 2016 and by late December 2016 there were 26 locations in total. After nine months, market research proved that the Fast Lane initiative was successful, with a marked increase in self-checked library materials.