Frequently Asked Questions Concerning Nontransferable Cards and Reserve Pickup

In January 2012, Tech Support received a suggestion on adding a new lookup function to vCirc to show relationships of card holders so spouses or children can easily pick up other people’s reserves.   Tech Support drafted a statement to add to the reserve pick-up page that says, “You must check this material out with the card you placed the reserve on” to help with this occurrence. This subject was then discussed at the February and March Managers of Library Operations meeting.  Three library manager volunteered to develop scenarios to help educate staff and customers and brought those for discussion at the May Circulation Forum.

Since the topic still continues to surface, we have developed an FAQ for customers and staff.  This draft was shared at the August Circ Forum. Below is the draft of the staff FAQs that includes the feedback provided by the circ clerks.  Please let us know if you have any additional feedback or need further explanation.

How do I checkout materials?

A staff member will check your materials out for you once you have an MLS Library Card. Or, you can check out the library materials yourself by using the Express Checkout, which is a computer station at our libraries. Customers may also Renew, View their Account, and make Payments using Express Checkout.

How do I use the Express Checkout?

1. Press the Start button on the Express Checkout monitor
2. Position your card under scanner and scan your library card
1. If you do not have your card, click Forgot Card?
1. Enter the first four letters of your last name
2. Enter your library card number
3. Submit information by pushing Enter
3. Next, you’ll select which method you’d like to check out your materials:
1. RFID Checkout (RFID uses the tag in the book and reads it by placing all books at one time on the desk)
1. Enter the amount of materials you’re checking out
2. Scan 1-3 items on the target area
3. Once the count matches the number you entered, the screen will continue automatically and their receipt will print.
2. Barcode Checkout (Barcodes uses the scanner wand to scan the code for each book).
1. Position one item at a time under the barcode scanner
2. Continue until all items have been scanned
3. Hit the Finish button and your receipt will print.
4. Remember to click the Finish button to end your session.

Need further assistance?  Feel free to Watch our Express Checkout Overview Video or View Detailed Express Checkout Steps.  Also, a library staff member is always nearby to assist you.

How do I pick up my Reserves?

Some libraries have a specific area within their location for customers to pick up their own reserves (called self-pickup). The remaining libraries have reserve materials located at the circulation or check-out desk.

Currently, the following libraries have self-pickup of reserves:

• Bethany
• Edmond
• Midwest City
• Northwest
• Ralph Ellison
• Southern Oaks
• The Village

If your reserve is at one of the listed libraries, your reserves will be shelved in a designated area by the first 4 letters of your last name and the last 4 digits of your library card number. Locate your materials and proceed to the self-check station or the check-out desk to borrow the materials. Reserves may only be borrowed by using the same library card the materials were reserved under. If your library does not offer self pick-up, just ask the staff at the check-out desk to retrieve your reserves.

[Note for staff: In the summer of 2009 a committee made up of LaVetta Dent (Manager of Library Operations at VI), Patty Rivas (Circulation Clerk at SO), Jim Welch (IT), and Kay Bauman (Library Operations) met to discuss the process for self reserve pickup. That committee solicited feedback from Library staff and determined a process for a pilot project. See email sent 12/2009 from Kay Bauman for more detailed information]

How does the Metropolitan Library System protect my privacy?

One of our chief duties is to provide excellent customer service and access to information at all levels. We also champion library customer confidentiality and privacy. Oklahoma State Statutes, Title 65, Section 1-105; “Disclosure of Records” requires us to protect the confidentiality of library users’ records. We know that your library card is as valuable as a credit card and should be treated with great care. With that in mind, MLS policy states library cards are not transferable and the person signing the card accepts responsibility for fines or other charges resulting from the card’s use. MLS policy [Note for staff: AL 310 Cardholder Responsibilities] was established to help ensure that the card is used by the cardholder who is financially responsible for the borrowed materials and to ensure that staff abide by the state law that protects customer's privacy of his/her library records.

[Note for staff:

§65-1-105. Disclosure of records.

1. Any library which is in whole or in part supported by public funds including but not limited to public, academic, school or special libraries, and having records indicating which of its documents or other materials, regardless of format, have been loaned to or used by an identifiable individual or group shall not disclose such records to any person except to:
   
1. Persons acting within the scope of their duties in the administration of the library;
   
2. Persons authorized to inspect such records, in writing, by the individual or group; or
   
3. By order of a court of law.
   
2. The requirements of this section shall not prohibit middle and elementary school libraries from maintaining a system of records that identifies the individual or group to whom library materials have been loaned even if such system permits a determination, independent of any disclosure of such information by the library, that documents or materials have been loaned to an individual or group. (Added by Laws 1985, c. 81, § 1, eff. Nov. 1, 1985. Amended by Laws 1986, c. 98, § 1, eff. Nov. 1, 1986.)

Confidentiality of library records is not a new topic for MLS or for libraries across the nation. The American Library Association suggests to libraries “When drafting local policies, libraries should consult with their legal counsel to ensure these policies are based upon and consistent with applicable federal, state, and local law concerning the confidentiality of library records, the disclosure of public records, and the protection of individual privacy”. Adopted by the ALA Intellectual Freedom Committee January 9, 1983; revised January 11, 1988; revised March 18, 2005

Other relevant MLS Policies: AL 310 Cardholder Responsiblities, AS 100 Reference Service (number 6), VF 310 Policy on Confidentiality of Library Records]

Can I have someone else pick up my reserves and check them out on his/her card?

Because of Oklahoma State Statute, Title 65, Section 1-105, we must protect the confidentiality of library users’ records. Since the reserve was placed under your library card number, it must be checked out with your library card number.

If you know you will not be able to pick up the material, have the person who will pick it up use his/her library card to place the reserve. This way there is no concern about the financial responsibility, and confidentiality is maintained. When picking up and checking out reserves, the Express Checkout is the quickest way if the physical library card is available or card number is known.

Can I give written permission for my family members to pick up my reserves?

The library system currently has over 400,000 customers and it’s simply not feasible to manage unique permission settings for each card.

[Note for staff: Currently, there is an ILS Task Force that is charged with reviewing ILS vendors to make a determination of vendor(s) offer the greatest number of features to be a better match with us to transition to a new ILS. Some ILS vendors offer connecting of family cards and we are investigating that. It is important to learn of the impact that will have on other features and the positive and negative consequences that connecting cards together might have. For example, will the fines, stops, etc. on one person’s card impact all cards connected together? How does managing the permissions impact other functionality and if there is a tradeoff, is it of concern? Keep up with the ILS Task Force by reading the minutes.]

I have not heard of these reserve policies. Are these new?

We’ve had a long-standing commitment to protect our customers’ privacy and it’s always been our policy that library cards are not transferable. Customers accept this policy when they sign the agreement on the back of their library card indicating the library card is non-transferable. We also notify customers of our policies when reserves are placed using cyberMARS.

Innovations like Express Checkout, where customers may check out material themselves, and self-pickup of reserves (at the libraries listed above) require automation and have impacted some library processes. For example, when a customer goes to check out his/her own reserves, the computer has to match the correct customer card with the correct items. Library policies and state statutes have not changed – we’ve simply added more options for our customers.

[Note for staff: When we began issuing library cards with bar codes in April 1975 at BI, the customer signed that the card was non-transferable. I don’t know exactly when we first had a policy with that specific language and intent but it was some time ago.

When self-pickup was first introduced, both VCirc and the Express Checkout did not let customers check out reserves that were not reserved on their card. However, staff requested that this be removed from VCirc because family members checked out for each other and they felt the block was more of a problem then a help so the block was removed from VCirc. Then on August 16, 2011, in response to a Tech Suggestion, VCirc was again made to block when a customer brings up a book to checkout that has a reserve that does not belong to them. VCirc was modified to pop-up a message to staff alerting them that the reserve does not belong to the card being used. Unlike Express Checkout, VCirc will allow staff to override the block. While VCirc will alert the staff member that the item is reserved by a different card, it will still be the responsibility of the staff member to confirm if the reserve may be checked out by that customer.]

When can I pick up my reserves?

Once you have received confirmation that your reserves are ready for pick up, you may pick them up during regular business hours at the library location noted on the confirmation. To help us be available more often for our customers, we are open 7 days a week at our 13 full-service locations and our Extension locations are another great option (see http://www.metrolibrary.org/mls/locations.htm for hours).

We also provide a service for Oklahoma County residents over 65 or who are homebound entitled Books by Mail where library materials are mailed directly to your home and are returned postage-paid.

Are reserve policies different for each location?

All 18 libraries in the Metropolitan Library System have the same policies and procedures. Some libraries have a specific area within the library for customers to pick up their own reserves and others still have to use a library staff member to get their reserves. We’ve had a long standing commitment to protect our customers’ privacy by making the library card non-transferable. We also notify customers of our policies when they place reserves through the computer.

Innovations like Express Checkout, where customers may check out material themselves, and self pickup of reserves (at the libraries listed above) require automation and have impacted some library processes. For example, when a customer goes to check out his/her own reserves, the computer has to match the correct customer card with the correct items.

I want to check out books and/or audiobooks, but I don’t have the time to stop by the library. Can I download books and audiobooks online?

Our eMedia collection is the perfect resource for busy customers since no visit to the library is necessary to enjoy the service and you have access to audiobooks and ebooks 24/7. To checkout eMedia visit our eMedia collection: eMedia.metrolibrary.org