Extensive Audit of Palo Alto PL Recommends RFID, Reference Changes

Norman Oder -- Library Journal, 7/16/2007

An extensive audit of the City of Palo Alto Public Library, CA, provides an in-depth look at library operations and the choices facing library managers, and recommends, among other things, that the library pursue an RFID (Radio Frequency Identification) system to save staff time and that it repurpose reference librarians and do more to collect cash for outstanding fees and fines. The audit, conducted by the City Auditor’s Office, was requested by city officials as the city plans to expand and renovate library facilities. It contains 32 recommendations, most of which Diane Jennings, the library director, agreed with.

With a population of about 60,000, Palo Alto has an unusual number of facilities—five—in contrast to some neighboring jurisdictions that have only one or two libraries, as the audit points out. Multiple branches also raise system costs, though "the branch library system is ultimately a community and policy choice." The audit recommends weekend inter-branch deliveries as well as consolidated scheduling.

Auditors noted steadily decreasing numbers of reference questions and that more than half of reference librarian time is spent off-desk. The audit suggests the library establish objectives and performance measures for librarians’ work. It notes also that "the theft detection system has been partially deactivated;" Jennings wouldn’t specify to the Palo Alto Daily News what exactly wasn’t working, but said that the security system "was not designed to work very smoothly with the self-check-out machines." While the audit recommends that the library’s program of loaner laptops "are a high-risk item to lend," Jennings responded that the program "has been a space efficient way" to expand the number of available computers, though the library plans to reevaluate computer access as facilities are renovated and expanded.

The report recommends that the library resume sending collection letters and consider engaging a collection agency, given that, as of March 2007, the library was owed $384,103 in fees and fines. The library plans to upgrade its automation system to accept credit cards. Meanwhile, one change has already been enacted. Given that the audit found that about 13 percent of holds expired because the customer did not pick up the item, on July 1, the library began charging $1 per expired hold.