Access Services Minutes - July 21, 2020
Welcome: Tricia called the meeting to order, then went over the ground rules and Zoom meeting expectations.
Wins (Breakout Room) – Each attendee was given the opportunity to talk about wins at their location, during a small group breakout session.
May Meeting Summary (Meghan) – Review of the agenda topics and action items from May 26th AM meeting.
Claims Never Had (Tricia) – Discussion about the proper use of Claims Never Had.
Action item: Access Managers will ensure their staff are using CNH for items that need to go through the claims process. It should not be used to clear items off the account. Statistics show that only 2% of items marked CNH have been found or are returned.
Circulation Forum Agenda (Tricia) – The agenda for the upcoming Circulation Forum was reviewed. The Regional Directors will be on a rotation for attending Circ Forum meetings.
Books by Mail Returns (Angel) – Staff are to quarantine Book by Mail material with other returned material. Staff have the option to check material in and route to Books by Mail. Any paperwork (such as reorder forms) should stay in the purple bag, and the purple bag should be returned in the trolley. Staff may choose to route the entire Books by Mail purple bag back without checking in material inside.
Printer/Copy Machine Not Working (Geraldine) – Locations should notify CIS (email [email protected]) if their printer or copy machine is not working so they can provide accurate information to customers who call.
Board Books and Reserve Labels (Meghan) – It was determined minimal, if any, damage to board books are caused by reserve labels. Staff will continue to place reserve labels on board books.
ILLs: Checking Out and Claims Never Had (Risa) – ILLs should only be checked out to the account that requested it and we do not mark ILLs Claims Never Had. Staff should call ILL about the issue, provide them the customer information, and they can contact the customer.
Curbside Hold Pickup (Tricia) – There may be situations when staff are unsure if the customer picking up the materials is not the customer on the account. When the customer calls and knows the card number and last name, think of it as self-checkout. If they do not know the card number, ask for the name and clarifying questions before checking out the materials.
Annual fee reminder (Tricia) – As a reminder, Tricia is handling the processing of the annual fee accounts.
Credit card refunds (Tricia) – Credit card refunds can only be done for the full amount. As a reminder if staff receive an error message, they should, call IT. It may have gone through even though it said it failed.
Follow up from May’s discussion on checking material for damage/missing pieces (Breakout) – Continued discussion about how often materials should be checked for damage or missing pieces.
Fines / Customer Accounts Issues during Phases (Breakout) – Small group discussion about issues being caused by fines or blocks on customer accounts. CIS can help with address verification.
Self-Care at Work (Breakout) – There were small and large group discussion to talk about ways we can practice self-care for ourselves and our staff.
System Updates (Risa) – Updates were provided about new building construction, the Interim Executive Director, Summer Reading prize pickup, experience passes, and the new zoo vouchers.
Review of Action Items (Tricia/Geraldine) – Review of the action items listed above in the agenda topics.
Next Meeting: September 15, 2020 via Zoom / Next Notetaker: Community Libraries
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