Access Services Minutes - July 16, 2019

FYI

Last Meeting Summary (Tricia):

• Updates to the Access Manuals
• Branch Professional Reference Changes
• Shelving Training Workgroup Results
• Inventory Workgroup Results
• Missing/Traced Materials Process Change
• Guidelines for Checking Donations for Damage Process

ILL Clarification (Tricia): Staff can waive ILL overdue fines, as ILL Is more concerned about getting material back. Staff should not waive ILL Fees or ILL Lost items. We only charge fees if the customer agrees to pay the fee when they request the material. There’s a sticker on the item stating the fee should be paid before staff check out the item to the customer. If the customer refuses to pay the fee, they do not get to check out the item. If Library staff is convinced the customer should not be required to pay for the ILL lost item, they need to speak with their AM/LM. The AM/LM will contact the ILL Manager to discuss the situation. Staff should not code ILL materials as Trace, Claims Never Had, Lost/Missing, etc. If there is an issue, they need to call ILL.

Changes to Print Notifications (Tricia): Currently the we send out overdue print notices at 14 and 30 days overdue. To reduce costs, beginning September 1, we will only mail overdue notices at 30 days.

Action: Staff should continue to ask if customers want to add email notifications to their account.

Internet Access & Special Stops (Tricia): Beginning July 1, customers with Special Stops on their account will no longer be able to access the internet in libraries. This will be changed when the Manager of Access adds the Special Stop to the account. Special stops are added to customer accounts who are banned, have a bounced check, or are in bankruptcy.

Parking at Libraries (Tricia): Staff going to other libraries need to make sure they park away from the entrance, so customers have priority parking.

Flash Drives from IT (Tricia): IT has budgeted for flash drives for FY20. They will communicate when they are available for distribution.

POS Refunds and Credit Cards (Tricia): If a POS refund error occurs when using a credit card, staff should immediately contact IT. Do not run the refund process again. This could result in the customer being issued a double refund. For security of banking information, the POS does not directly communicate with the credit card processing software. Staff should inform customers that they will get back in touch them as soon as our IT Department can investigate the issue and verify if the return was processed or not. Currently there are no issues or problems when issuing cash refunds.

Shelving Training of AMs and LMs (Tricia): The shelving training document has been updated to include how to perform shelving training for Access and Library Managers. Managers are encouraged to share feedback on how the new shelving training process is going with Tricia.

Shelving Order Guide (Tricia): The Shelving Order Guide is continually being revised. Continue to share questions or clarification needed to Tricia. Examples have been added on how to shelve graphic novels and Harlequin paperbacks. A change log was added to the bottom of the document. Tricia will send emails to the Access Mangers when the document is updated.

AM Resources on SharePoint (Tricia): Don’t forget there are several resources in the AM SharePoint, including a calendar, discussion board, as well as various macro/templates, instructions, the barcode scanner short cut, and many others.

Fall Access Trainings in EduBrite (Tricia): Fall access training sessions for September through December have been added to EduBrite. All staff who work in CARL.X and CARL.Connect are encouraged to take the trainings.

Unfillable Holds (Janeal): If staff are unable to fill a hold request due to it being the last copy and it is either missing or damaged, they should send an email to [email protected]. Materials Selection can determine if it needs to be repurchased or if the customer should be notified it’s not longer available.

ILS Records Management (Risa): Beginning in August, Risa will begin deleting inactive items (24 months or longer) with the following statuses: Damaged, Lost-Missing, Lost-Paid, Lost to Patron, Missing, and Withdrawn. Manual fines will be added to customer accounts for Lost items. After the Inactive items have been deleted Risa will delete empty bibliographic records after they have been empty for 24 months. Obsolete location and media codes will be deleted on a monthly basis when they have an inactive status and an action date 30 days prior. Once there are no items remaining, that code will be deleted from the database.

Discussion:

Missing Pieces (Tricia): Starting August 1, libraries will hold items with missing pieces for 5 days rather than 3 days before sending them to DN-CA-Greg Bennett.  Mismatched items may be sent to Greg immediately.

Action: Beginning August 1, libraries will hold items missing pieces from 3 days to 5 days.

Local Access Manuals (Tricia):  Tricia asked how many libraries have a local access manual. For those locations, she asked who is responsible for the upkeep and if it is digital or paper. There is a lot of information duplicated in local access manuals that can be found on the Intranet and/or access manuals. The Access Managers agreed having consistent local access manuals would help staff working at locations other than their own.

Access Priorities Check In (Tricia): Access priorities are being implemented August 1. Access Managers shared the access staff felt as though they were already performing tasks at those levels and agreed the biggest adjustment will be the shelving definition. Access Managers are encouraged to share feedback and concerns with their cabinet AM.

Documentation (Tricia & Risa): Tricia shared a brief overview of what and when to document, as well as how to document based on feedback from staff/supervisors. Access Managers were reminded all accommodations must go through Human Resources. We discussed various scenarios from Access Managers. More information regarding documentation will be found in the 2019-07-16 meeting folder.

Library Calendar Updates (Tim): Tim Spindle gave a brief update on upcoming changes to Library Market. On Tuesday, July 23 the Metrolibrary.org website will be down for maintenance and updating from 6-8pm. A temporary page will be provided to customers with links to the catalog and other areas of the website. A new section listing the library systems Special Collections will be added to the website at this time. Tim held a Q&A regarding Library Calendar.

Today’s Meeting Summary / Location Sharing (Tricia)