Circulation Forum Minutes - February 2014

Date:  February 5, 2014
Location:  Almonte Library

Attendees: Sue Baney-Stull – CT, Van Bielstein – VI, Nathan Clymer – AL, Kevin Cook – NW, Donna Durbin – BE, Natasha Earle – AL, Crystal Easley – DC, Rena Gibson – RE, Melody Kellogg – ED, Joan Kendall – ED, Reagan Kloiber – DN, Cheryl Mann – CC, Jessica Minter – WA, Patricia Ortiz – SO, Paula Penrod – WA, Denise Ryan – BO, Stacy Schrank – PLA, Kevin Sendall – LO, Susan Stinson – SO, Crystal Suppes – MC, Jonathan Tolle – CH, Patty Widhalm – ED, and Shaina Wells – VI.

Minutes: Melody Kellogg

Customer Service Presentation

Stacy Schrank introduced Jim Friedemann who led the group in a two-hour workshop on “Principles of WOW: Customer Service Excellence”.

Q&A: Questions received via email were read and discussed.

1. What is the general consensus of how to address customers who are just library business acquaintances? For example, should John Jones be called Mr. Jones or John?

   Most of the circulation clerks said it depends on the customer and how well they feel they know the customer. The general consensus is that it is more professional and respectful to use Mr. Jones (or Ms. Smith, etc.) unless you know the customer personally or have been given permission by them to use their first name.

2. The new library card application forms no longer have address verification through telephone directory assistance on the back side. Was this dropped for economy?

   The Adult Identification Card Application said Telephone Directory Verification, not Telephone Directory Assistance. This was dropped from the back of the form due to the fact that Oklahoma City no longer has the white pages to look up customers. Also, it costs the system to dial Directory Assistance, so its use is not recommended. Also note that the information on the back of the form is not all inclusive. MLS policy still lists telephone directory verification as acceptable (AL 200 Eligibility, N.)

3. A library proposed a bookmark type slip that can be tucked into the front sleeve of an audio or video item when the customer reports playback problems. In this way, libraries can communicate with each other without completing a damaged item form or stopping to write notes to each other. Several libraries address this differently and would want a certain amount of information included, such as the name of the person who spoke with the customer. Those who have a procedure in place are going to send examples to Melody and discuss the idea at their libraries. This discussion will continue at the next Circ Forum.
4. A question was raised regarding a parent’s use of their child’s library card to access the public computers. According to a customer, some libraries allow this while others do not.

   A poll of those present showed that most libraries are following the guidelines set by policy and the Internet Use Agreement. Specifically, AL 310 Cardholder Responsibilities,
   states that the card is to be used only by the person signing it with the exception that the signing parent may use his/her child’s card to borrow materials for that child. It does not give permission for the parent to use the card for computer access. Cheryl Mann clarified that the parent signature is an Authorized Signature giving permission for the child to check out items from the library (see back of a student card). The card is for the child’s use, not the parent’s. Also, every time a customer logs on the computer, they must accept the Internet Use Agreement. Included in this agreement under Regulations for Use is the following: “Library cards are not transferable: use only your own card for Internet access.” [read more about Nontransferable cards in relation to customer privacy]  The Circ Clerks agreed that the only reason a parent would want to use their child’s card for computer access is if their own card cannot be used (due to unpaid fines or returned mail, for example). Any other adult can be issued a guest pass. This issue presents additional support for being consistent across the system in order to provide the best customer service experience for all customers.

Announcements

One of the attendees reminded everyone that loose discs that are returned without the case need to be identified in some way. Libraries that own multiple copies have an especially difficult time matching the right disks to the right cases if several are out at the same time. The preference, if possible, is to collect the customers’ name and library card number and send that information with the disk to the owning library.

Melody Kellogg adjourned the meeting at 4:00pm.