Machines and Accessories No. 97-02. Date: May 9, 1997 Subject: National Audio Equipment Advisory Committee Recommendations and NLS Responses, 1997 Attached are the recommendations made by the National Audio Equipment Advisory Committee at the annual meeting held March 12-14, 1997. Following each recommendation is a response by NLS. The following members attended the meeting: _Consumer representatives_ American Council of the Blind: Carolyn Garrett Blinded Veterans Association: Corrine Blank National Federation of the Blind: Bonnie Peterson Northern Region: John Farina Western Region: Fred Mansfield _Network library representatives_ Midlands Region: Cecilia Marlow Northern Region: Gordon Reddic Southern Region: Rebecca Sherrill Western Region: Paul Jacobsen _Telephone Pioneers representatives_ Midlands Region: Gerald Adamson Northern Region: Carl Gingrich Southern Region: J. Walter Alfred Western Region: Richard Iversen _Elfuns representative_: Robert A. Smith For further information contact: John Cookson, Head Engineering Section __________________________________________________ National Audio Equipment Advisory Committee March 12-14, 1997 _Consumer representatives recommendations_ 1. Since footnotes have been a major concern to consumers, we recommend that any future talking- book technology incorporate a mechanism for handling footnotes. NLS RESPONSE: (Engineering Section) Through the use of the National Information Standards Organization(NISO)process, the entire community, particularly patrons, will participate in the design of future talking books. The digital context will allow users to select from a wide variety of mechanisms for handling footnotes. 2. Any future talking-book technology should be able to announce its own serial number. NLS RESPONSE: (Engineering Section) The NISO process will enable the entire community, particularly patrons, to assist in designing simple and convenient self-identification features for both books and players. 3. Any future talking-book technology should include the ability to spell words on request. NLS RESPONSE: (Engineering Section) The NISO process will also help design features demanded by the community, such as the ability to spell words on request. In the long term, implementation in a future player will depend on cost. 4. Libraries should be encouraged to include in their welcome packets for new patrons the serial number of the machine the patron is being assigned and information explaining that from time to time external agencies will be auditing the service and the patron may be called and asked for the serial number of the machine. NLS RESPONSE: (Network Services Section) This will be done at the regional conference meetings in 1997. 5. As cassette magazines are developed, NLS should produce them so that they are tactually differentiable from book cassettes when the cassette is out of its package. NLS RESPONSE: (Engineering Section) One tactual difference that we are considering is putting braille only on the upper portion of the label. Other distinguishing features, not necessarily tactual, that have been suggested include making magazine cassettes black and making them without a window. 6. Packaging of magazines on cassette should be substantial enough to protect the magazine and relatively easy to open. NLS RESPONSE: (Engineering Section) We collected about ten different kinds of packages that are used by other organizations for cassette mailing. We showed them to a number of users, including the National Audio Equipment Advisory Committee consumers, and noted a preference for a simple, easy-to-open, kraft-paper envelope. If this package performs favorably in drop tests and meets our cost expectations, we will recommend it for trial use. 7. We recommend that future equipment be made more reliable, lightweight, and compact than the current huge, heavy, herniating cassette machine. NLS RESPONSE: (Engineering Section) Enhanced reliability and portability will be essential traits of future equipment. 8. NFB and BVA Minority Recommendation: that NLS revise its current policy allowing libraries to issue headphones to all patrons who request them. NLS RESPONSE: (Office of the Director) NLS will consider all aspects of such a revision and respond prior to the next National Audio Equipment Advisory Committee meeting. _Librarian representatives recommendations_ 1. In response to reports from the network libraries, we recommend NLS investigate a perceived increase in C-1 problems that may be a result of the reduced inspections. Two specific problems noted are latch-bar assembly deterioration and early battery failure. NLS RESPONSE: (Quality Assurance Section) NLS has not decreased the inspection levels for any of our products. Inspection trips to Telex have been reduced by six per year but every lot produced is tested to the same standard and quality level as in past years. We did find that latch-bar assembly material needed to be improved. The material and production process was changed to prevent future problems in this area. Normal warranty return is used to remove the machines from circulation for repair. Tracking records are reviewed monthly to keep up with any new problems that arise. Tracking records for warranty repairs do not indicate a noticeable change in the number of defective batteries being reported. We will investigate current warranty returns to see if a pattern has developed. 2. In support of the overall NLS commitment to machine repair and maintenance, we recommend a) Urgent automation of the material handling and inventory system, specifically machine-repair parts. NLS RESPONSE: (Equipment and Materials Maintenance Coordinator) NLS is planning an automated system for parts inventory and distribution. In 1996, NLS arranged to add the parts system to an automated warehousing system being proposed for the Contracts and Logistics Services division of the Library of Congress. This contract is expected to be awarded in October 1997 and development will begin shortly thereafter. b) Establishment of the multistate centers as sole sources for handling and distribution of all machine supplies. NLS RESPONSE: (Equipment and Materials Maintenance Coordinator) Presuming that this recommendation includes parts supply, it was tried several years ago on a trial basis. It was discovered that the MSC staff, being oriented towards warehouse supply and not trained in machine repair or electronics, could not provide adequate service for parts supply in the following areas: complexity of stock, customer service, and technical assistance. c) Produce a catalog of machine supplies to make ordering easier for volunteers and network libraries. NLS RESPONSE: (Equipment and Materials Maintenance Coordinator) Production of a catalog of parts, tools, equipment, and supplies related to machine repair is expected to be a byproduct of the automated parts distribution system described in #2A. d) Tie in disposal labels with return of list or earlier so that disposal of obsolete and excess machines may be expedited. NLS RESPONSE: (Equipment Control Officer) Libraries must request NLS to send them labels. The ECO will attach labels to each list as requested. 3. As NLS and the NISO activity proceeds, we are deeply concerned that specific limitations of current machines for specific populations may be carried over, e.g., eliminate speed selection feature, bolder and larger type on switches, braille labels on switches, that the device plays all four sides as does the E-1. Ideally, some flexibility in the delivery mechanism should be incorporated. NLS RESPONSE: (Engineering Section) The NISO process includes representation of all segments of the NLS constituency. This input plus the use of computer simulation to interactively refine the user interface will address your concerns regarding control and delivery. 4. We recommend all returned books be inspected. Defective books should be marked with a rubber band around the defective cassette or the cassette package should have some internal marking but not correspondence. Alternative methods are welcome, if neither handwritten correspondence is used nor the external cassette package is alterated, and if the method is easier and more successful for communication by the patron. NLS RESPONSE: (Consumer Relations Officer) NLS continues to encourage all network libraries to fully inspect returned materials, and current recordings advise patrons to use a rubber band to mark defective cassettes. 5. In order to continue to encourage the development of lifelong readers and in acknowledgment of service to students in their learning environments, we recommend continued support of school deposit collections within the NLS policy guidelines (established in June 1996) and with regional and local discretion on available resources. NLS RESPONSE: (Network Services Section) Thank you for your support of the NLS policy on schools. However, questions about this policy have arisen from a number of libraries, so further input will be solicited at the regional conferences. 6. In recognition of the instances of lost labels on cassettes and the tremendous diversity, cultural and otherwise, of current authors, we recommend the addition of spelled-out author names and title keywords to the audio front matter of the cassette. NLS RESPONSE: (Production Control Section) We will certainly investigate this further and, if general consensus seems to be present, implement the change in procedures. Our investigation must involve gathering added opinions on this matter, since we have also received complaints from patrons who thought that we had produced a book or magazine that had actually been narrated elsewhere and contained spelling of authors' names. 7. We recommend the inclusion of the footnote content at the point of reference in the narrative. NLS RESPONSE: (Production Control Section) Actually, this is our present practice. Our instructions to the narrating studios are to include footnotes where they occur in the text _unless the inclusion of such note causes unacceptable breaks in the flow of the text_. The decision as to whether the flow is interrupted or not is where opinions vary greatly. We have received two letters in the same day's mail with one decrying the inclusion of footnotes in the text and the other complaining that they had not been so included. We will again remind the studios to place great emphasis on this decision, and will try to handle books with footnotes on a case-by-case basis. 8. We recommend NLS review the eligible population percentage to be sure to incorporate the graying of America, the increase in reading disabled due to improved diagnostic tools, and recent discouragement of awareness and public education activities that may lead to a false perception of flat or non growth in patron population. This concern that NLS clearly view the entire possible patron population is imperative as we look at new service delivery systems and how we will serve. NLS RESPONSE: (Network Division) NLS will continue to anticipate the growth of the eligible population. We continue to ask for increases in the budget to acquire players and to strengthen the repair program to ensure that the players in the field are used to greatest capacity. Increases in readership will require corresponding support of library services at the local level. We anticipate that by working together as a network, we will meet the needs of future patrons. 9. We recommend the exploration and use of simple assistive devices, such as a shim for a variable speed control or a modified case, as means of simplifying the current CBMs while waiting for new delivery mechanisms. NLS RESPONSE: (Engineering Section) Because a change of delivery mechanisms is on the ten-year horizon, we are unlikely to recommend any changes to current CBMs unless they achieve a demonstrable savings, involve insignificant risk, and are earnestly demanded by patrons and their advocacy groups. 10. We recommend NLS continue and increase its focus on the end user, our patrons, as new technologies are examined, tested, and explored. Any technology developed must serve the user as unique and diverse as we see them to be, and innovative approaches to this service must begin with what serves the user best. NLS RESPONSE: (Engineering Section) We fully support this recommendation and will implement it through the NISO process described above. 11. We support the budget request that will increase the production of cassette book machines for 1998. NLS RESPONSE: (Materials Development Division) Noted. We will keep the network informed on the NLS budget requests to Congress. 12. We recommend that network libraries label accessory items as federal government property to enhance recovery. NLS RESPONSE: (Equipment Control Officer) In almost all cases these items are marked "Property of the U.S. Government." 13. We commend the Volunteer Training and Recognition Project for the efforts already made. We recommend continued distribution of training, follow-up on success and increased repair quality assurance, and application of repair standards and quality assurance activities. NLS RESPONSE: (Chief, Materials Development Division) NLS commends the volunteers for their diligence in working the Volunteer Repair Project (VRP) in 1996. In 1997, a final session will be conducted in San Antonio, Texas. In addition, NLS is developing a VRP repair video for volunteers in one- and two- man shops, who may not have received the training. Of course, the video will made be available for larger shops, too, as will the VRP test kits. In the area of recognition, the VRP project will continue to recognize Pioneers and Elfuns for their efforts through ceremonies held at the local libraries where plaques will be presented. NLS has completed 1/2 of the 160 planned plaque presentations. In addition, NLS continues to provide certificates upon request from the libraries. Ceremonies scheduled are for Syracuse, New York; Watertown, Massachusetts; Lincoln, Nebraska; and other sites. Concerning VRP communication in 1997, NLS plans to continue with the Fax-on-Demand project, which provides instant information on machine-repair material. Additionally, all Pioneer and Elfun workshops should be receiving copies of NLS Update which has repair stories in it, as well as copies of the NLS Machine and Accessories Report, which pertains to repair. 14. We recommend increased communication among repair groups to share unique tools, procedures, and other repair ideas that are likely to be of benefit to all volunteer repair groups. One current means is the newsletter _Fully Charged_, which has a limited circulation. A possible means is a website that would offer the newsletter and allow bulletin board-type exchange of information. This may be able to be maintained by a single group or as a project of another volunteer group, e.g., Eagle Scout. NLS RESPONSE: (Equipment and Materials Maintenance Coord.) The _Fully Charged_ newsletter is not an NLS publication. This suggestion will be forwarded to the Telephone Pioneers of America Talking Book Coordinator chairperson, Ms. Betty Cox, at the annual meeting this summer. _Recommendations of the volunteer repair representatives_ 1. A prototype amplifier board tester has been designed and built by Carl Gingrich of the Allentown, Pennsylvania. Telephone Pioneers. This tester is capable of significant board diagnosis and fault identification. The tester has an estimated cost of $200, using commercially available parts. NLS can accrue significant savings by using this tester to quickly confirm board serviceability. About 50 percent of the 30,000 boards per year are found to be fault free when returned for repair. The tester, located at repair sites, can reduce the "float" of serviceable boards and reduce the need for new board procurement at approximately $23 each. It is recommended that NLS authorize the procurement of these testers as a cost effective trade in these days of restrictive budgets. NLS RESPONSE: (Engineering Section) We recognize and commend Carl Gingrich for the initiative and technical expertise that he used in prototyping the amplifier board tester. Engineering's preliminary assessment is that it works well. Quality Assurance engineers are also evaluating the unit. Following this, we will discuss production, documentation, training, maintenance, and funding. 2. We recommend that NLS help maximize the effective use of repair skills, particularly by encouraging libraries, where practical, to clean machines before sending them for repair. NLS RESPONSE: (Engineering Section) NLS encourages maximum efficiency in the use of essential, highly valued volunteer resources, particularly the technical skills contributed by Pioneers and Elfuns. Moreover, NLS recognizes that "efficiency" involves communicating to volunteers the importance of their work and how much they make a difference to patrons. Because conditions vary so widely throughout the network, it is not possible for NLS to specify precisely how efficiency can be realized in every case. Implementation is best made at the local level. With regard to cleaning CBMs, NLS is considering ways to ease this problem through proposed modifications to the case. 3. Retention of volunteer repair personnel is highly dependent on a constant work load. The current status of backorders on repair parts is a major concern due to potential lack of work conditions. The ultimate solution is an NLS supply that permits a prompt order fulfillment at a "no back order" basis. During periods of parts shortages, repair sites need some kind of feedback on when the backorder is to be filled. NLS RESPONSE: (Equipment and Materials Maintenance Coordinator) The automated system mentioned in Librarians Recommendation #2 is expected to prevent all back order conditions resulting from such problems as human error and fluctuations in demand. In cases beyond NLS s control, the system is expected to provide comprehensive information, including expected delivery dates. 4. We recommend that NLS accelerate their development program for a battery-charging system that is adaptable to various sized repair operations. NLS RESPONSE: (Engineering Section) We have successfully tested a board-level charger that could be the basis of a multi-unit charger. Issues of production, documentation, training, maintenance, and funding must now be resolved. 5. NLS's current detailed data-gathering system for statistical repair information is perceived to be ineffective due to lack of uniformity as well as having no useful purpose at NLS. We recommend that as a cost-avoidance measure, current reporting be stopped, and that NLS take the initial step by defining meaningful reporting criteria to be used by all participants. We also recommend evaluating the merit of instituting these revised reporting criteria at selected high-volume repair sites. NLS RESPONSE: (Equipment and Materials Maintenance Coordinator) The EMMC recognizes the validity of the arguments presented in favor of this recommendation. This matter will be brought before the NLS Machine Committee immediately. 6. We commend NLS for the efforts put forth in the Volunteer Repair Project, particularly the contributions of Brad Kormann, Tom McLaughlin, and Kevin Watson. We recommend continued support for the trainers trained during this project and encouragement and support for the continuation of their efforts. NLS RESPONSE: (Materials Development Division) NLS is truly indebted to its volunteer repair personnel. Volunteer good works conservatively saved over $4.2 million last year, which NLS was able to turn into books for the blind and physically handicapped people. 7. We wish to commend NLS for achievements towards improving the cleanability of CBM's and recommend that NLS continue to pursue opportunities to make more improvements. NLS RESPONSE: (Engineering Section) We will pursue changes to the case to ease cleaning. However, as mentioned above, because a change of the talking book delivery mechanism is on the ten-year horizon, we are unlikely to recommend any changes to current CBMs unless they achieve a demonstrable savings, involve insignificant risk, and are earnestly demanded by patrons and their advocacy groups. 8. We would like to thank Sheryl Smith for her professionalism and diligent efforts as hostess and organizer of this meeting. We would particularly like to commend her for arranging for hotel and travel expenses to be prepaid for this event, sparing the participants from enduring the reimbursement process. NLS RESPONSE: (Engineering Section) Thank you for the well-deserved commendation.