Hello all,

Thank you for your feedback so far on the Borrowing Procedures and Research documents. Based on your feedback, we’ve made some thoughtful decisions and updates to the documents.

Procedures:

1. We received one question about missing parts being handled by the returning library. Knowing that the CollectionAnywhere Center will not be able to handle damaged or missing items because they will not be working directly with the public informed our decision here. As a new procedure for all of us, we are hoping to hear from all of you about some recommended best practices to make this a smoother process overall.
2. We also received a recommendation on updating the damaged forms/letters that we send to members. This is an excellent idea and our committee is currently working on this. We will share a draft with everyone when it is ready.
3. No actual changes have been made to the proposed procedures.

Research:

1. General Borrowing
   
   1. For clarity, we added (page 1) Situation 2 where we describe our thought process on what information we need to check out to someone – in person, at a self-check, or online.
   2. We also added in the training area a need for training on how much information is required to make a positive ID of the account.
2. Over-Threshold
   
   1. We updated the language in Situation 1 to make clear the distinction between issuing a physical card and creating an account. Physical cards cannot be issued for ONECard accounts. Issuing a physical card will not remove any outstanding blocks on the account.
   2. In Situation 1’s Explanation, we added for clarity that our discussion about insurance or police documentation referred to a member’s loss of materials due to an act of nature or theft.
3. Lost or Damaged Materials
   
   1. For clarity, we updated Situation 3’s Decision to include that if a staff member clears materials off a card out of goodwill, Claims Never Had will be utilized to track occurrences. This was already covered by Training Situation 9 for Lost or Damaged Materials but was not addressed in the decision area.
   2. It was raised that not having a specific timeframe in which staff must attempt to notify the member about Damaged materials could be detrimental. We are open to training recommendations for this.

At this point, we could use your help in identifying talking points to prepare staff and members for the upcoming changes. Over the next 2 weeks, please add your comments below on ways we can start preparing ourselves and members for these new procedures. Training is already being planned to help us with the transition, so stay tuned for more information!