Staff Mobile Device Integration Project
Barrie Public Library
Innovation Synopsis
For many years, the staff at the Barrie Public Library's Downtown Location used radios and headsets to communicate with each other and security. This was primarily for the safety of patrons and staff due to an increase in serious incidents at the library. During the pandemic, when locations were closed to the public and many staff worked remotely, it became clear that there was a need to improve communication between staff at different locations. The Staff Mobile Device Integration Project helped ensure high-quality service to the community, maintained safety, and kept staff connected with each other to achieve the library’s commitment to service excellence.
Challenge/Opportunity
The limitations of radio and headset communication had been recognized as a barrier to service and internal communication. During the pandemic, this barrier became even more significant. Public Service Managers identified the following needs to improve customer service:
- Communication between staff and security at the same location.
- Communication between staff at different library locations and those working remotely.
- Convenient access to the ILS and catalogue while assisting patrons away from a staff workstation.
Once these needs were assessed, the IT Team began exploring equipment and tools to overcome these challenges. They met with Managers to gather more details about how staff should use the devices. The IT team identified a solution that addressed both communication issues and enhanced customer service excellence.
Key Elements of Innovation
The solution was to replace radios with Android mobile phones at all locations and use them for community outreach. This innovative approach offers several benefits:
Versatility: The phones provide a comprehensive communication system that includes wireless capabilities for staff and mobile data for outreach purposes. Each phone is branded and labelled with the word "Staff" to identify them as work tools.
Enhanced Communication: Integration with Microsoft Teams provides advanced features like call, chat, and walkie-talkie. This allows staff to stay connected regardless of location. Teams groups for each library location facilitate easy access to relevant channels, and managers can support staff during busy times or breaks.
Improved Access: The Communico Roam app enables staff to access the ILS away from their workstations, whether in the library or the community. This ensures seamless assistance for patrons and efficient task management, enhancing overall service delivery.
Achieved Outcomes
The mobile devices have improved communication between staff working remotely and at different locations. Staff were kept informed and involved in the project, helping choose earpieces and phone-carrying options. Vests and belt bags were provided, though many staff prefer carrying phones in their pockets.
Launched in October 2023, the project achieved several successes and had some unexpected outcomes:
- Staff can now easily update patron PINs for self-checkout.
- New memberships, renewals, and checkouts are simpler for staff in the community.
- The Manager-On-Call is easily reachable via Teams call, chat, or walkie-talkie during evenings and weekends.
- Staff at different locations can connect more directly.
- Cross-department collaboration ensured the project met stakeholder needs and was smoothly implemented.
- Staff have suggested additional tools and apps to use with the phones.
- Greater collaboration and support between staff to defuse serious incidents in the library.
