Kay Bauman (LO) stated that the first update on the purchase of a new Integrated Library System was posted on the intranet in June 2012 and that it has been and will continue to be a long and complicated process through the final implementation. As of this meeting, the recommended ILS has not been chosen but is expected to be finalized in the next few days. References from libraries using the different systems are currently being checked and each vendor is undergoing a vetting process. The ILS Task Force recommendation will be taken to the Finance Committee on Monday, November 11 and then to the Commission on November 21. The next step will be negotiations with the chosen vendor.
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.
I.Julie Ballou called the meeting to order at 1:30pm and welcomed the group. She thanked Emmy and Jonathan for providing the refreshments.
II.Linda Hyams introduced a “What Would You Do?” activity and passed out copies of the MLS Rules of Conduct. Everyone divided up into four groups and discussed a list of questions related to circulation and security. The groups shared responses and discussed what best practices would be for each situation.
III.Julie Ballou reviewed the proposed Netbook Guidelines and asked for input.
I.Anne Fischer (IT) demonstrated the new program for the Offsite V-Circ for remote library cards.
a.Clerks must make sure to submit any money received such as a $40 annual card fee or lost card fees to be included with the same day’s deposit.
b.There will be a check out procedure for the laptop.
c.SO and NW libraries will have the new “Touch-down Stations”. Anne informed the Circ Forum that eventually all the libraries will have these. It will be included in next year’s budget.
d.Reminder that all computers are being converted/updated to Windows 7
Library Card Applications Activity—Cheryl Mann, Circulation Control, facilitated an activity for the group. She handed out sheets of blank V-Circ application screenshots along with some completed application forms. Participants worked in groups of two to enter the information on the form just as they would in V-Circ. Cheryl went around the room answering questions and providing feedback. She reminded everyone that reciprocal cards are issued to customers who are eligible for a Pioneer card according to the Pioneer Library System policies. Their policy states that any individual owning property, working, attending school, or living in Cleveland, McClain, or Pottawatomie Counties is eligible for a card. If a child attends school in their service area, the whole family qualifies for a card. Cheryl said that for MLS, a Pioneer card is not required for a reciprocal card, but can be taken as proof of eligibility. Cheryl told everyone that their Circulation Policy is on their website. She provided some tips of how to handle situations in which a person’s name or address doesn’t fit in the allotted space in V-Circ. She also explained the V-Circ software adds the “th” to numbered streets and the “St” for street names to save staff the time of typing them in. She asked that on school cards to include a note on the form to indicate the school attended.
Denyvetta introduced Mike James of Enterprise Rent-A-Car Company and invited everyone to introduce themselves to Mike.
Mike James stated he was proud to have the opportunity to speak with MLS managers. He gave a brief history of Enterprise Rent-A-Car Company and indicated they started a customer service scoring program about eight years ago.
Enterprise hired an outside company out of St. Louis, MO., to randomly contact customers and inquire how satisfied they were with the service received from Enterprise, what the company can do to better serve the customer and if the customer prefers a followup call from a representative of the company.
Mike shared that Enterprise has what they call a top box mentality, meaning the only thing that counts is for customers to be completely satisfied. Enterprise has a service quality index of 97% in customer service.
