Helping them to help themselves : an investigation into possible success factors for the implementation and management of self-issue units in New Zealand public libraries

Abstract

This research has attempted to identify success factors in the implementation and management of Self Issue Units (SIUs) in public libraries. SIUs are commonly perceived as mechanisms that will enhance efficiency and quality of sendee, but until now there has been little definitive evidence about the best way to implement and manage SIUs to ensure that libraries achieve the potential benefits. Therefore, this research investigated three New Zealand metropolitan public libraries using semi-structured interviews complemented with quantitative analysis of issues statistics to identify and compare: reasons for implementing, implementation measures and management strategies undertaken and the overall experience of implementing and managing SIUs. The theoretical basis for this research was drawn from the Technology Acceptance Model (TAM). This attempts to explain the determinants of technology acceptance over a range of user groups and end-user technologies, with the key purpose of determining external variables that affect user perceptions of usefulness (U) and ease of use (EOU). External variables that contribute to user acceptance of SIUs can be identified as success factors. Possible external variables were drawn from literature pertaining to SIUs in libraries. The research found that the reasons and goals for implementing SIUs related to the intensity and success of the implementation measures and management strategies. The library that pushed SIUs as 'the way to issue books' using a range of strategies, including setting business targets, had considerably higher usage than those that offered SIUs as an optional service. In addition correct barcode placement, engendering staff support, active encouragement and promotional campaigns were proven as important strategies in affecting acceptance of the technology.