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Circulation Forum Minutes - November 2014

Welcome

Julie welcomed those that came to the forum and reminded everyone to share what they learned with the staff at their libraries.

Customer Service Recovery – Julie Ballou (DN)

A customer service failure is an instance where a customer’s expectation of service is not met.

Julie shared with everyone two instances where she personally experienced a customer service failure and the resulting customer service recovery.

Circulation Forum Minutes August 2013

Demonstration: Receiving the Cash Deposit
Denise Ryan presented the procedures she does when counting the daily deposit, showing exactly how she unlocks the money bags, puts the receipts together when checking to see if she received all of the paperwork needed to complete the deposit. Next, she counted the money using a calculator then checked to see if she received what was on the receipts making sure that it balanced. Questions were asked about rolling the change. Denise stated that it is easier to roll it and sent it in than send in loose coins in the money bag, explaining that it was less likely that a loose coin could be missed.

Circulation Forum Minutes February 2013

Business Office is working on policies and procedures regarding accepting mutilated money. They are also looking into purchasing counterfeit pens for each library location. They have been receiving counterfeit ten dollar bills and twenty dollar bills from library deposits.

ILL Presentation - Pauling Rodriguez-Atkins, Cataloging Manager, presented information on the Interlibrary Loan process targeting areas of specific interest to Circulation Clerks. Pauline announced that she will follow up by sending an ILL manual to all libraries. The presentation was very informative.

Circulation Forum Minutes for November 2011

ulie Ballou called the meeting to order at 1:30pm. The minutes were prepared by Emmy Verdin-Crowe.

Meaningful Stories
Kay Bauman and Diane Sarantakos asked clerks to submit meaningful stories from customers about how the library has impacted their lives. The stories are to be used for library advocacy, fund raising, & marketing. Also, these stories are to be used in support of our library motto “Inviting, innovative link to the world.” Email or call Diane with stories.
Policy Updates
Kay Bauman reviewed the recent policy which states that staff is not allowed to conduct transactions on their own library accounts. Transactions such as waiving of fines and checking items in or out are to be done by another staff member at a computer that is normally used for customer circulation transactions.

Manager of Library Operations Meeting Minutes for July 2011

Diane informed the managers that the VI and RE landscaping projects are complete. She is currently in the process of working with Chris on the MC landscaping project.

Please forward community stories to Diane. She shared a story of a little girl from Edmond name Joy Laudrenburger who has autism and does public speaking across the country. She was featured in a Newsok.com article titled, “Dog helped open up world for Edmond girl with autism.” Diane has plans to reach out to Joy to see if she would be interested in speaking at our library.

Donna greeted managers and gave a brief overview of the Compensation and Classification Study. The AdTeam met with Singer Group on July 11 & 12 to discuss the progress of the study. Donna indicated that good results were received from the employee survey and shared that MLS salary structure is very good. The Singer Group is developing an appeals process and has completed a very extensive benefits survey (which may be viewed via the Intranet.) The Project Review Committee received a confidential draft of the findings and recommendations. Donna expressed that she is very impressed with Singer Group consultants Laura Francisco and Paula Singer.

Manager of Library Operations Meeting Minutes for June 2011

Phil reminded the managers of the agreed all system theme for customer appreciation month, “Celebrate! Top ten reasons we ♥ our customers.” Doug Bentin will create a top ten list. Each library will receive one 24” x 36” poster or the managers may select another size. There will be bookmarks available. Libraries will use their individual budgets for any specific activities during the month.

Performance Standards Update
Denyvetta distributed a performance standards spreadsheet with purposed changes. She informed that measurements have been removed and specific guidelines will be developed by the MLO Advisory Group and presented in a separate document. The managers were asked for their thoughts on the revised standards. All agreed standardized measurements for staff would be best instead of different measurements at each location. Any ideas may be forwarded to Denyvetta.

Cash Deposit Committee Update
Denyvetta distributed the cash deposit and accuracy spreadsheet prepared by Stuart, PLA. She shared that the format of the monthly cash deposit would be updated through the efforts of Stuart, the Cash Deposit Committee, and the Business Office.

Circulation Forum Minutes for March 2011

•Guest Kay Bauman reported on the work of the Cash Deposit Committee. She described the changes involving improvements in procedures, training and software implemented by this committee since their 2006 inception as well as their recent proposal. She presented information about the existing method of measuring accuracy using the “12 unexplained errors in 12 months concept” as compared to an alternative approach to evaluating cash handling accuracy which is based on a percentage of the total deposit. The aim of this study is to provide a means of measuring the accuracy of our deposits that is equitable, fair and attainable by all the libraries. Since every mistake detracts from the level of customer service provided, a measurement of accuracy is necessary. In the next few months, an advisory committee will be formed to follow through on the results of the study.

Circulation Forum Minutes for February 2010

Julie Ballou reviewed a final decision from Circulation Forum I’s discussion.

The 6 week maximum check-out will stand. The policy stated in the AGOP 2113 “Intro to VCirc” reads:
Books, other printed materials, audiocassettes and recordings may be checked out for two weeks. They may be renewed twice to a maximum loan period of 42 days if there is no System Reserves request for items during that period.

Manager of Library Operations Meeting Minutes for December 2009

Karen informed the managers that MLS library e-books are capable with Sony readers and will not work on Kindle e-readers.

Furniture for the Service Center will be moved in on December 28, 2009 and IT will install computers the following week. Tech Processing and Cataloging will be the first group to move into the new location on January 11, 2010.

Immediately after the move into the Service Center, CD books will be processed without bags. Items in bags will have duplicate barcodes inside and on the card.

Tech Processing will add gold dots and location codes for adult fiction including large print. They will also included RFID tags and bar codes in all items including paperbacks that are not cataloged.

Manager of Library Operations Meeting Minutes for November 2006

Denyvetta led a discussion about the cash deposits. She handed out reports of deposits for each library since July with “scores” for each month on the report.

Denyvetta expressed concerns about the increase in cash deposits over or under $2 without explanation, and without required paperwork.

Some managers felt that it would be very difficult to figure out the reason for the errors when there are so many people with access to the cash drawers.
A committee will explore ways to reduce the number of errors. The members of the committee are: Deb Willis, Tim Fisher, LaVetta Dent, and Denyvetta Davis.

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