Access Services Updates - July 23, 2018

Thank you to everyone who provided input on the Damaged Materials process earlier this month! We had some great questions and suggestions posted. After discussion on the suggestion to add ‘bedbugs’ as a damage reason, the group determined that the note added to the account when handling pest damage will serve the same purpose if the customer questions what kind of pest damage their materials had.

This time we’re asking for your thoughts on the process to handle Missing Expired Holds.

The Problem

The Access Manual states to call the customer to see if they have the hold that is missing from the hold shelf, but many people are not reachable by phone. The manual does not provide information on what to do when this happens.

The Proposal

EXPIRED HOLDS NOT ON THE SHELF

1. The Hold Expired List will display the customer information that had the item on hold.
2. Try calling the customer to find out if they have the material.
   
   1. It is acceptable to use the title of the item when calling a customer directly. By using the phone number provided by the customer, we are assured of their identity.
3. If they have the material:
   
   1. Educate the customer that holds need to be checked out before they take them home.
   2. Check the material out to the customer so we know where it is.
4. If they do not have the material and still want it:
   
   1. Follow directions for Items Missing from Holdshelf (covered in Workshop 2).
5. If they do not have the material and do not want it:
   
   1. Follow directions for Items Missing from Holdshelf but choose to Cancel the hold and DO NOT place first in the queue.
6. If you are unable to reach them:
   
   1. Leave a message and follow up with an email if there is one on the account using the general library email.
   2. Place a note on the account that says: Missing Hold Item Number called by Library on Date (Missing Expired Hold 78647156 called by NW on 7/5/18).
   3. The following script should be used for email and adapted for phone messages:

i.Hello Ms./Mr. X,                                                                                                                                              

You currently have the item "Title of Item" (item number) on hold to pick up at the Name of Library. We cannot locate this item on our reserves shelf. If you accidentally have the item at home without having checked it out, please let us know as soon as possible. You can contact us at “Library Phone Number” or by replying to this email. No fines or fees will be placed onto your account. We're simply trying to locate the item. Thank you for your cooperation!

4. Place See Notes status on the account so that the customer cannot use the self-checkout.

7. After an item has been on the expired holds list for a week, trace the item. Leave the note in place.
8. If a customer consistently has items missing from the hold shift or has two or more items missing at one time, staff may choose to hold future holds behind the desk so that the customer can be educated in person.
   
   1. The note about the missing expired holds should indicate future holds will be held at the desk. (Missing Expired Hold 78647156 called by NW on 7/5/18, future holds behind desk).
9. Once a customer has been educated, delete all notes regarding missing expired holds.
10. Staff will report customers with large amounts of missing expired holds or customers who consistently fail to check out their holds to a supervisor for ROCV entry. 

Please share your thoughts in the comments below or with your local Access Manager by Friday August 10th.

UPDATE: Based on the comment received, we added an additional bullet point under #9 and made #10 bullet point 'b'. The updated procedures are attached to this post and will go into effect on or before September 10, 2018.