ABSTRACT
Planning is essential for circulation and access service managers so they can maximize public access to library materials, establish service priorities, identify what resources are necessary to maintain service levels, and provide staff with clear performance expectations. This article describes two tools, used at Vancouver Community Library, that enable the manager to document workflow: performance standards and time surveys. Together, these two provide a general picture of how the department meets its public service goals. With limited resources available to them, circulation and access services managers must plan to increase efficiency, or fail to meet their public obligations.
