Kiosk Checkout Process: Library Self-Service Technology

This article discusses the kiosk checkout process in libraries, including the use of self-service technology, creating software or purchasing off-the-shelf systems, ethical, legal, and cultural issues, and more.

Running head: KIOSK CHECKOUT PROCESS
KIOSK CHECKOUT PROCESS
Name of student
Name of university
Author’s note:

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KIOSK CHECKOUT PROCESS
Activity diagram

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KIOSK CHECKOUT PROCESS

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Description of the process
The members of the library checks into the library for viewing or even purchasing any
book. The members scans the library card using the barcode reader. The member then scans
the barcode of the book. The system then checks if the book could be issued and that the
book has been labelled as reference only. If it has been marked as reference only, then an
error message would be displayed saying that the book could not be issued or else then the
system checks the number of the books issued to that particular member. If the maximum
quota has been reached by the member then an error message is displayed that notifies the
member that no more books could be issued or else then the system checks if the book has
been reserved by any other member. If the book has been reserved by any other member then
an error message is displayed notifying the member that the book could not be issued at that
moment or else the system creates the book checkout transaction. Then the system updates
the status of the book as loaned in the account of that members. The system increments the
number of the book issued to the member and then system marks the reservation as
completed that the member has made against that particular book.
Creating its own software for the kiosk or purchase an off-the-shelf system
With the implementation of software for the kiosk in the library, the organisation
could eliminate the issue of providing any third party service provider any capital and if the
library decides to pursue with the idea of purchasing any off the shelf system, the cost of
maintenance could be eliminated as the kiosk would be effectively managed by the third
party provider (Hsiao and Tang, 2015). The main disadvantage of the implementation of
software for the kiosk is that it would increase the chances of security breaches as the
software could be manipulated and the library could lose books. The members could
manipulate the software for making it issue more books than the pre-defined books that could
be allocated (Aleksandrov & Dobrolyubova, 2015). This would lead to the loss of books that

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might not be returned by the members as the software has no record of issuing those books
(Blut, Wang & Schoefer, 2016). With the implementation of the idea of the off-the-shelf
system, the threat of being cheated or even manipulated by the service provider could
significantly increase as the service might violate the SLA. There could be situation when the
service provider is not being able to provide the services that leads to the damage in the
business of the library.
Ethical, legal, or cultural issue
Ethical issues: With the implementation of the self-service kiosks in the library, the
services provided could be significantly optimised as it does not require any human
interaction for performing accurately. But it would also lead to the loss of jobs for significant
number of people (Chan, 2015). This is the main ethical issues that rises with the use of the
self-service kiosks in the library. Is it ethical to develop such system use due to which many
employees are made jobless? The library would gain significant growth but it would have to
provide the employees who were managing the transaction and the book checking, with the
appropriate jobs.
Legal issues: With the implementation of the self-service kiosk in the library, it would
be able to provide the books to the individuals with significant processing and checking. But
in any situation when the software has been manipulated and the non-issuable books has been
issued to any of the members, then it would lead to the rise of significant legal issues for the
library (Demirkan & Spohrer, 2014). The authors of the books could claim that the books
were only made to be available in the library with the clause that they would never be issued
to any member, it could only be read in the library.
Cultural issues: Kiosk could provide the required access to the information
technologies as well as the related services and this has made the use of kiosk a trend in the

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modern technological world. It provides significant fast service where the customers do not
have to wait for long duration before gaining any book (Mandel, 2017). But it has also been
observed that due to the generation gap in the present times, several individual are hesitant to
use the kiosk.

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References
Hsiao, C.H. and Tang, K.Y., 2015. Investigating factors affecting the acceptance of self-
service technology in libraries: The moderating effect
Blut, M., Wang, C., & Schoefer, K. (2016). Factors influencing the acceptance of self-service
technologies: A meta-analysis. Journal of Service Research, 19(4), 396-416.
Demirkan, H., & Spohrer, J. (2014). Developing a framework to improve virtual shopping in
digital malls with intelligent self-service systems. Journal of Retailing and Consumer
Services, 21(5), 860-868.
Mandel, L. H. (2017). Wayfinding research in library and information studies: State of the
field. Evidence Based Library and Information Practice, 12(2), 133-148.
Aleksandrov, O., & Dobrolyubova, E. (2015, November). Public service delivery through
automated self-service kiosks: international experience and prospects for
implementation in Russia. In Proceedings of the 2015 2nd International Conference
on Electronic Governance and Open Society: Challenges in Eurasia (pp. 205-210).
ACM.
Chan, H. C. (2015). Library3. 0 for Public Library. Journal of Service Science and
Management, 8(5), 741-753.