Access Services Minutes - July 17, 2018

Outcomes: To discuss topics/tasks related to Access staff to ensure that staff and members have a consistent experience across the system.

Introductions:

Risa introduced and welcomed new Library Manager II Jeanene Barnett (VI) and new Access Manager II Marc Coursey (BI).

Agenda topics: 

Graphic Novels Recommendations – Pauline

Pauline presented the recommendations of the Graphic Novel Discussion Group. The recommendations make it easier to locate graphic novels both physically and in the library catalog. They also create consistency among locations in handling, coding, and shelving graphic novels.

A summary of the recommendations will be posted on the intranet the week of July 23^rd for all staff to view. As of August 6, CAT and TP will follow these guidelines for all new materials.

​Action Items:

• As of August 6, libraries may begin changing location codes on graphic novels and start shelving them in the new graphic novel areas.
• By August 24, libraries need to complete weeding (by age and condition) of graphic novels and complete recoding and re-shelving of the materials.

Minicats, Westerns, Launchpads – Sarah

Minicats were mass market paperbacks meant to be a browsing collection. Therefore, they had no catalog records and customers could not place holds on them. For the last couple of years, new materials that fell into this category have been cataloged and can be put on hold.

Because Westerns are hard to come by and have a faithful following if you find you have a substantial number of Western minicats still in good condition, please send them to Cataloging, so they can catalog them. Please let Sarah know if your location will want to receive some of the cataloged Westerns.

A study of Launchpad Tablets is underway. The study is showing large numbers of lost and damaged Launchpads. Since the cost in money and staff time is substantial, a workgroup will be determining how to make the best use of Launchpads in the system. For example, we may decide to no longer add new titles, keep them behind the desk, or tether them for in-house use.

Action Item: By September 30, weed any remaining minicats in your location's collection. If you have any minicat Westerns still in good condition, send to Cataloging. A procedure to send them will be shared at a later date.

POS – date/time range on deposit report

When doing the morning deposit, there is not a way to change the POS default end date/time to 23:59. However, you can set it for the current day at 00:00 (midnight). For example, if the deposit on 7/6/18 covers transactions from July 5^th, the beginning is set to 7/5/18 00:00 and the end is set to 7/6/18 00:00.

Owning Location/Branch in CARL

Several staff have asked about the difference between Owning Branch and Owning Location in CARL.Connect. Having both Owning Branch and Owning Location allows for floating collections, not currently in use at MLS. You can find Owing Branch and Owning Location in CARL.X as well, but it isn't as evident as it is in CARL.Connect.

15-minute delay on text/email hold notifications

There have been reports that customers are immediately receiving text/email notifications for holds. However, there is supposed to be a 15-minute delay. We are working with TLC to get to find out whether notifications are being batched every 15 minutes or if the system is not working as intended. 

Action item: If you or your team come across this situation, please send Risa the customer account number and item number so that TLC can troubleshoot the issue.

Assistance requested – Group permissions in CARL.Connect

Risa asked for volunteers to help test group permissions in CARL.Connect. Marc, Vanessa, and Cameron volunteered to be testers.

Discussion:

Performance Development: Competency Spotlight—Communication

The group discussed examples of Communication as related to Access. The discussion centered around looking for patterns, facts versus judgments, communication with customers and coworkers, emotional intelligence, and helping employees be more comfortable speaking in workgroup and 1:1 meetings.

Parent/guardian as sponsor for minor – Meghan

The attendees discussed how they have handled the following scenarios. Staff are encouraged to use their best judgment and to trust their instincts. For example, if you feel something is "off," more questions and caution are in order.

A non-parental guardian (a grandparent, aunt/uncle, or even a non-family member like a counselor or nanny) asks to get a library card for the child in their care.

• The group indicated that locations were handling this in the same way by explaining to the potential sponsor they would be financially responsible for fines and lost or damaged items. In nearly all cases, non-family members chose not to sponsor the card once they understood their financial responsibility. However, we wouldn't issue a card if the adult wants to put another person's name as the Sponsor (such as a nanny wanting to put child's parent down as the sponsor).

An adult wants to check out on a minor's card when they are not the sponsor, they don't have the card with them, and don't know the card number. For example, the mother is the sponsor, but the father is wanting to check out materials using the minor's card.

• Possible options discussed:
  
  • If the child is present and can give enough identifying information to be confident that it is their card, staff have checked the materials out.
  • Suggesting the adult use their own card or get their own card to check out the materials.
  • Educating customer about privacy and to bring the card or the number with them next time they visit.

A mother wants her name on the minor's card as the sponsor, but the father is currently listed as the sponsor. Or dad wants to get a replacement card for his child, but mom is listed as the sponsor.

• The group reported that they have expired cards and issued a new card with the new sponsor, or they have updated the sponsor on the existing card. It appears to be rare that the other adult party comes in to find that the minor's card no longer "works" because it was expired, or the card number was replaced with a new number. It's a good idea to explain to the new sponsor that they should let the previous sponsor know that the old account has been expired/card number changed.

An adult wants to get a card for a child that is not present.

• This can raise red flags, but usually, the card is issued. (Customers can now remotely sign minors up for Ecards.) There have been rare cases of abuse with customers signing up "fake" children, but this becomes an ROCV.

Missing Expired Holds – Janeal & Zach

Janeal and Zach presented recommendations for handling expired holds not on the shelf. After a couple of minor edits, the group agreed the recommendations were ready to be posted on the Intranet and implemented.

Action item: Janeal will submit the final document for posting on the Intranet.

Status and Location Codes – Risa

The group reviewed the Status and Location Code workgroup recommendations.

Action item: At individual locations, discuss the proposed Options in the recommendations with library managers and other relevant Access and Engagement staff. At the next meeting, bring back recommendations, preferences, and questions/concerns on the Options presented.

Damaged Materials Feedback Follow-up

Risa went over staff comments, questions, and responses on the Intranet posting on the Damaged Materials proposal.

Action Item: Locations will implement the new damaged materials process on August 1.

Location sharing

• Janeal reported that Northwest has seen a 118% increase in JNF circulation since moving them out of ANF and into the children's area. They informed customers through banners and face-to-face interactions, including at children's programs
• Bridget reported the transition to first-in-first-out mixed carts at DN is going well.
• Debbie encouraged staff to check out the City of Bethany's website where you can watch a live webcam of the new library building construction.

Next Meeting: August 21st at BI

Next Notetaker:  Northwest