As discussions turn to libraries reopening they raise questions around social distancing and checkouts, particularly as many anticipate taking a phased approach. We've been discussing how our modules can best support these various stages and recently shared three enhancements we hope will make it easier for you to serve your community while keeping patrons and staff safe.
The updates are as follows and as with all our other Covid-19 updates there will be no charge:
| 1 |
The ability for patrons to schedule curbside pickup appointments online, by phone and from within Engage, our patron app. |
| 2 |
A “lite” version of Roam, our mobile point of service application for all our customers. This will allow staff to checkout and return items at the curbside and at outreach events using an iOS or Android device. |
| 3 |
Enabling patrons to checkout items on their own devices from within Engage, our patron app. |
We've compiled the following Frequently Asked Questions to assist with your understanding and implementation of these tools. If you have additional questions, please contact your Customer Success Manager or customersuccess@communico.us. You may also wish to watch the replay of our May 6, 2020 webinar Social Distancing Checkouts.
To get started with these tools, please complete an Implementation Request Form available here. We ask that each library only submit the form once. You may save and return to the form as many times as needed before submitting.
|
Update |
Modules Required |
ILS’ Supported |
RFID Supported? |
Implementation Cost |
Module Cost |
|
Roam Lite |
None |
Polaris, Sierra, Symphony, Horizon, Millennium |
Not at this time. |
FREE Communico to cover the implementation cost. |
Free thru 12/31/20. |
|
Curbside Pickup |
None |
N/A |
N/A |
FREE Communico to cover the implementation cost. |
Free thru 12/31/20. |
|
Patron Self-check |
Engage |
Polaris, Sierra, Symphony, Horizon, Millennium |
Not at this time. |
FREE Communico to cover the implementation cost. |
Free for duration of current contract to all customers who have the Engage module. |
Roam Lite
Q: If we don't have the Check module, will the check-in/out function on Roam Lite still work?
A: Yes. Normally you would need to purchase the Check module from Communico to have this functionality within Roam, however we are providing this free of charge through the end of 2020. You will not need to purchase anything additional to use the Roam Lite module. However Roam does require connectivity to your ILS via API and/or SIP2 and your ILS vendor may charge additional fees to provide access to these.
Q: Is Roam Lite only available for current customers who have already purchased Roam or can any Communico customer have this?
A: Roam Lite is available to ALL Communico customers, even those who do not currently have Roam at no cost until the end of 2020
Q: What ILS are supported by Roam Lite?
A: Polaris, Sierra, Millennium, Symphony and Horizon.
Q: Will Roam Lite work if we have RFID in place?
A: Roam lite will work if you have RFID, in that you can still scan the item barcode and check the item out to the patron, BUT it will not at present disable the security settings of the RFID tag. So to currently use it with live security gates, these would have to be disabled.
Up until very recently only Android devices were able to read and communicate tag data back to the system while iOS had read only capabilities. The latest iOS now allows for write-back functionality. We were waiting for this capability to be in place before moving forward with RFID compatibility. Now that Apple has made this read-write capability available within iOS, we are evaluating how and when we may add this functionality to Roam Lite and Roam.
Q: Can Roam Lite scan QR codes?
A: Yes.
Q: What are the device requirements for Roam Lite?
A: Roam Lite can be used on any Android or iOS device with a functioning camera and operating system supported by the manufacturer.
Q: Why do I need a camera to use Roam Lite?
A: The camera is what allows the app to scan barcodes.
Q: Is there a limit to how many staff members can use this?
A: No. As with all Communico modules, an unlimited number of users may be granted access to it and it can be downloaded to an unlimited number of devices. Library staff may use Roam Lite on their personal devices to assist with managing good hygiene during COVID-19.
Q: Am I able to limit staff access to Roam Lite?
A: Yes. While any staff could technically download the app, they would need to log in before being able to use it. User permissions will be set within Control Panel, similar to how access to other modules is presently managed.
Q: Does Roam Lite use the patron’s device?
A: No. Roam Lite is only intended for use by library staff. It should not be downloaded by patrons.
Patron Self-check in Engage
Q: Will all applications be automatically updated with self-check?
A: Yes. We will push the updated app to the app store on your behalf. To do this you must have your own Apple and Google Play App store accounts. The patron will then need to update their app to receive the new functionality.
Q: If our library adds this capability now, can we remove this from Engage at a future date?
A: Yes, this can be easily managed. You will just need to let support know you wish to have the functionality removed.
Curbside Pickup
Q: Is there a web interface for this feature?
A: Yes. The reservation page is a webpage. It is responsive so patrons may access it from their own mobile devices. A button may be added to Engage to link to it from within the library app as well.
Q: Can curbside pickup be added as a button in the app?
A: Yes. This will all be responsive and for the initial implementation it will simply open a browser with the URL. In time we will build a native version.
Q: Can we add custom questions to the booking reservation form?
A: Yes. You can ask global custom questions, meaning it is asked on the form for all pickup locations. You can also add custom questions that are specific to a pickup location.
Q: Can we still use this service without setting up specific parking spaces?
A: The system needs an asset to book on behalf of the patron. In the Curbside Pickup example we are using parking spaces as the asset. The terminology you wish to use is all customizable, but we do require something to book. So for example, if you were using this module to book walk up sessions you may wish to refer to them as “Spots” or "Walk in Zones”, They can be called anything , we just need to know the name and how many are available at a given period.
Q: Do staff go outside to the vehicles to give the items to the customers?
A: This would be a policy decision for your library to make.
Q: Does curbside pickup connect with our ILS for staff ease in the checkout process?
A: There is no communication between the ILS and the curbside booking system or the curbside booking and Roam Lite. This module is limited to reserving a pickup slot. The checkout portion of a curbside pickup may be managed by the staff member at the time of pickup using Roam Lite.
Q: Can this be used to allow pedestrian/walkup pickup?
A: Yes. You could designate a pickup zone to be for pedestrians.
Q: What happens when the patron arrives for their pickup time? How do they communicate to the library that they have arrived?
A: This is subject to the library’s policies and procedures. Whatever process you decide to use can be displayed in the booking confirmation page and confirmation email.
We’re exploring the possibility to text a number on arrival and have an automatic notification sent to the branch. This would require the patron to enter a cell phone number at the time of booking and then text the branch from this same cell phone number when they arrive. This would allow us to link the phone number and the booking when notifying the library. At present the recommendation is to have the patron phone the branch on arrival.
Q: Would a patron be able to pick up items for another person?
A: This would be a policy decision made by the library. If they choose to allow this, they would need to add the appropriate questions to the curbside pickup reservation form. From the checkout side, this is possible with Roam Lite. The patron arriving would either have the library card of the person they are picking up for or know their number. Alternatively, the librarian could lookup that information in the ILS by last name and zip code.
Q: At what point in the holds process is the patron able to schedule a pickup? Can a link to the curbside booking page appear within the ILS as they finalize a hold request?
A: No, however to manage this you may wish to add a link to the curbside pickup reservation page in the “holds available” notification email your ILS sends (assuming your ILS allows you to customize this email).
Q: Is there a limit to the amount of items a patron can pick up in a single appointment?
A: This would be a policy decision made by the library, but this is not something the system can police at this time.
Q: Is there a limit to the amount of appointments a patron can schedule?
A: Not at present.
Q: Does a patron need to opt into any kind of service to use this feature?
A: No. There is no service that they need to subscribe to.
Q: Is the curbside pickup feature separate from Reserve?
A: Yes, it is separate from our standard Reserve module
If you have additional questions, please contact your Customer Success Manager or customersuccess@communico.us.
To get started with these tools, please complete an Implementation Request Form using this link. We ask that each library only submit the form once. You may save and return to the form as many times as needed before submitting.
