EXTENT TO WHICH RADIO-FREQUENCY IDENTIFICATION HINDERS LIBRARY CUSTOMER SERVICE          2300w

Radio-frequency identification (RFID) self-service technology has both enhanced and impeded the delivery of customer service in libraries. According to Li, Deng, and Bertino (2014), RFID is a form of technology which allows for automatic recognition and tracking of items through radio waves, and is employed widely in various settings including in shops, hospitals and libraries. In the context of a library setting, RFID self-service technology can enable library patrons to automatically check out, renew and return items without the direct need for staff assistance (Kapoor, Dwivedi, Piercy, Lal, & Weerakkody, 2014). RFID self-service technology can also allow for functions such as placing item reservations (Ferguson, Thornley, & Gibb, 2015), and paying fines and fees (Bibliotheca, 2018a). Boyd (2018) highlights that an RFID tag (with a microchip in it) is secured to each library item, the information in the microchip is read and updated by a reader in combination with the tag’s antenna, and the information is then transferred to the host computer. RFID self-service technology has improved customer service in libraries through enabling increased efficiency and convenience. However, the advantages are equally counteracted with high financial costs and privacy concerns. Therefore, it is argued that RFID self-service technology has both strengthened and precluded the delivery of customer service in libraries.

RFID self-service technology enables increased convenience and flexibility for library patrons, thereby helping to better meet their needs and preferences (Tanuja, Tanushree, Vijay Krishna, Vindhya, & Gopinath, 2018). The technology allows patrons to multitask whilst checking out items (such as listening to a podcast) and not to have to engage with staff if they do not wish. RFID self-service technology has the potential to increase the availability and operating hours of library services to better meet patrons’ needs (Bhattacharya, 2014). Additionally, RFID self-service technology can enable access for people who speak different languages as some self-checkout machines allow patrons to select from various languages (Bibliotheca, 2017). RFID self-service technology is also relatively uncomplicated to operate and easy to use which adds to its convenience and efficacy (Monash Public Library Service, 2017). Sigwald (2016) found that patrons reported high levels of satisfaction with RFID self-checkout machines in terms of user-friendliness, functionality, features, privacy and clarity. Additionally, through RFID self-service technology, an individual’s privacy may be better maintained as patrons can process their selected resources discreetly without having to deal with library staff directly (American Library Association, 2019). Ferguson et al. (2015) highlight that library staff report that some patrons find RFID self-service technology less intimidating