A critical component of the Cleveland Heights|University Heights Library’s redevelopment strategy was the implementation of a new Model of Service for the library, and simplifying the use of the library resources by the patrons. The solution eliminated the Service Desks and carefully placed information kiosks throughout the library. The kiosks are easily identified by patrons and staffed by librarians so that information requests are quickly answered. Additionally, librarians outfitted with handheld devices roam the library providing direction and assistance to patrons. Further efficiencies were found by eliminating the check out desk and providing self check stations throughout the library, with modest assistance, even the most infrequent library patron is able to use these devices. These changes resulted in the library processing 40% more requests for assistance in 30% less time, and subsequent to the renovation, the library has ranked in the top 5 nationally for circulation and patron assistance.
The addition|renovation project provided, a cafe and reading lounge, large and small meeting spaces, classroom space, performing arts space, visual arts space as well as a parent’s center with toy lending library. All of these changes occurred through a dynamic process of community engagement and supported the Director’s Vision to expand the traditional role of a Community Library to create a Cultural Arts + Learning Center for the community.