Date:  May 1, 2013
Time:  1:30-4:30
Location:  Ralph Ellison

Present: Melody Kellogg (ED), Denise Ryan (Bus), Cheryl Mann (CC), Patricia Ortiz (SO), Kevin Sendall (LO), Van Bielstein (VI), Jennifer Adkisson (NW), Jeremy Titsworth (NW), Deborah S. Austin-Mundon (VI), Van Bielstein (VI), Mary Mcelroy (BI), Kristin Kennerlley (BI), David Calhoun (BI), Pat Whisenhunt (BI), Kevin Sendall (LO), Julie Schofield (SO), Patricia Ortiz (SO), Jean Wilburn (BI), Donna Durbin (BE), Dianna Rupp (BE), Denise D. Ryan (BUS), Katie Hatsfield (MC), Sheila Fixel (DC), Rena Gibson (RE), LaWana Morgan (RE), Joan Kendall (ED), Patty Widhalm (ED), Reagan Kloiber (DN), Jonathan Tolle (CH)

Introductions and an icebreaker. Melody Kellogg recommended The Civility Solution, a customer service based book.

Kudos to Cheryl Mann for 40 years of service with MLS!

Address and zip code refresher

• The rules that we must follow when entering address information into VCirc is a combination of postal regulations and our software programming.
• Reminder:  When typing in library card information, if you do not use the # sign in the address our software will not recognize the address and mail cannot be delivered.
• If in doubt use USPS.com to verify how an address should appear to receive mail. Named streets normally have only one direction. If you see one with two, look it up. (Do NOT use USPS.com for county verification.)
• Abbreviations: If it is the name of the street spell it out. If it is a suffix (type of street) abbreviate.
• 3809 Boulevard
• 3809 Summer Blvd
• If you need to make an abbreviation due to space restrictions feel free to write Cheryl a note. She will adjust as needed.
• Google Maps is a good tool for finding OKC boundary and OK County boundary.
• See examples included at end
• MapQuest is good for finding OK County line.
• In case you ever wondered… Cheryl checks ALL of the library applications submitted not just a random selection.
• Remember to:
• Match I.D. to application.
• Check to see if customer has an active card or lost card.
• Check duplicate names such as hyphenated last names or ethnic names that could appear in more than one way.
• Enter card information from the application, not the I.D.

Reciprocal Library Cards

The Pioneer library system recently made some changes to their service area and eligibility requirements for a PLS library card. All McLoud residents are able to get a library card regardless of the county in which they live. This would be equivalent to giving all residents with an Edmond address a MLS primary library card regardless of County and/or City limits. 

How does this affect our reciprocal agreement with PLS?  It doesn’t.

• MLS considers eligible only those residents who live, work or attend school in Pottawatomie, McClain, or Cleveland Counties. OR the customer may show an existing PLS library card.
• If  a parent or guardian meets these requirements, it qualifies all household members
  K-12 for a reciprocal card with MLS.
• If a customer cannot show a PLS card or verify that they live, work or attend school in Pottawatomie, McClain, or Cleveland county, issue them an annual fee card.

Message Flags on V-Circ

• All message flags can be seen if you go to the messages tab on the customer record. They do not open automatically.
• MLS does not require phone number or birthdates. This flag should only be used if we tried to contact a customer without success.
• As a whole everyone seems pleased with the drop down options provided. A helpful suggestion for the “lost item(s) held at desk” was made. Regardless of the item held at the desk you could: Print out customer information and place it on an index card, indicate what the lost item is and where it is being held. File with your location’s lost cards.
• Administration would like to emphasize that local suspensions are to be placed and removed by managers only.

RFID problems

There is a widespread problem of discrepancies between RFID tags and the item number on the barcode. Be aware of the situation. It has been ongoing since early 2013.

• This is primarily caught when things are on the SR/Shelf status. 
• Items show “shipped” longer than usual
• Customer returned item but it is still showing SR/Shelf
• Before you put a tracer on the item look on the shelves.
• Do an item inquiry.  Check the status using both the barcode and the RFID to check for accuracy.

What happens after Circ Forums?

Melody Kellogg asked attending circulations clerks how they shared the information they learned at Circ Forum with the staff at their location.

• Several locations shared their methods of communication. There were a variety of methods such as: 
1. Location meetings
2. Required reading on the Z drive
3. Info exchange at the circulation desk
4. Monthly newsletter/circ forum notebook

Approximately 50% of circulation clerks in attendance read the minutes on the intranet when they become available.

If you have any suggestions or ideas about improving communication following a circulation forum please share those ideas on the intranet.

Closing thoughts

A reminder from the January 2012 managers meeting…Kay Bauman asks that library staff not use the library as a primary address.  It can be used as a special mailing address.

In the future MLS children’s cards will also be comprised of a key chain card, and full size card.

Staff is seeing more customers using cell phones at the service desk. Questions of etiquette and how to respond to these situations arose. Be professional, ignore the phone and complete the transaction.

There is some concern that more items are being cleared with damage. As a reminder, please send any questionable material directly to the owning library for a final decision.

Using Google Maps to find OK county and OK city boundaries…