Thank you all for your attendance at our Staff Development Circ Mtg.
Here are the questions that I received and the answers to them.
Please forward to all Circ Staff at each location.
If you have any other questions please email.
Thanks! Brooke
Staff Development 12/09/16 Circulation Meeting
Rowan One Card
-Please do not delete or make ID number changes to the Rowan One Cards. New students were added to our system just this past Thursday. The ROC’s primary function is for student/teacher usage. For now, If a student comes in and wants a physical card, treat them as a new patron and have them fill out an application. Please do not make any changes to their pin numbers. These pin numbers were set up for easy retrieval for teachers/students.
-More info about checking out on ROC will follow.
Text/Email Receipts and Notices
-How do we know if a patron receives a text or email?
Edward receives a “bounce back” text/email if a patron’s info is incorrect. This is forwarded to Brooke who calls and confirms or leaves a comment on the patron account. *Make sure when updating TEXT or EMAIL only that you go under settings and make changes as well.
-Changes are coming to the Holds Slip. Edward is adding a field that will print based on the patron’s notification settings i.e. text, email, or telephone.
The phone number would automatically print on the slip, but a new field would also print showing which communication the patron prefers.
Contacting Patrons RE: Holds
-If a patron already has an item on the shelf and then another item comes in, should we call them again?
If the items they have on hold are for a previous day, then yes please call them. If you have already called them once that day and other items come in for that same day, then no you do not have to call them a second time.
Damaged Items
-How do we know what to charge for a damaged book? Is it always a total loss or can we break down the damage?
Can the item still be circulated? If yes, then do not charge a damage fee. If no, then follow the SNAGS damaged process and send a damage letter to the patron.
*If the damaged item is from another location, but was returned to your location, you should send the damage letter not the owning location and then send the item to Tech if applicable.
Reference Questions
-What constitutes a reference question? And can some reference questions be marked in two categories? Example: Jobs and Tech?
Definition of a reference question as determined by the NC State Library Statistical Report:
A reference transaction is an information contact which involved the knowledge, use, recommendations, interpretation, or instruction in the use of one or more information sources by a member of the library staff. It includes information and referral services. Information sources include print and non-print materials or records, and through communication or referral, other libraries and institutions and people inside and outside the library. The request may come in person or by any other means by a person of any age. Do not count directional transactions or questions of rules or policies.
What is not a reference question:
Messages (to pull hold requests)
Renewal of items checked out
Checking items in/out
Creating guest passes
Looking up library card numbers
Directional assistance (where are the biographies, bathroom, etc)
Some questions can count in two categories.
