STAFF RESOURCES

Returned Library Notices Guidelines and Procedures

Background

Undeliverable paper notices sent to U.S. or campus mail addresses are returned to the Systems Department. Undeliverable email notices are returned to the Systems admin email account. Systems staff (Tracey Meyer) forwards returned paper and email library notices on a daily basis to a library staff member on the User Database Maintenance Team (and not to the library where the books were checked out or are owned).

All returned notices-- paper and email-- are forwarded to staff the same day they are received in the Systems Department. Returned notices are distributed according to the following schedule. Large sets of returned notices (term loan overdue notices, for example) are divided among all members of the User Database Maintenance Team.

Monday: Michele Tokar, LSM
Tuesday: Eric Fizur, Teresa McNally, Camden
Wednesday: Paul Young, Kilmer
Thursday: Stephanie, Mikitish, Alex
Friday: Maggie Harris, Dana
Sat. and Sun.: Andy Martinez, Douglass (email notices only)

Guidelines

Use only official university resources to research a patron's address; do not use a telephone book or other online telephone directory. The patron's Workflows record, the Rutgers Online Directory, Alumni Relations, and the UMD online directory are sources of address information.

Forward a patron's first returned notice, no matter what kind of notice it is.

Forward returned Recall notices up to 60 days following the date the first returned notice is re-sent. Do not forward any other type of notice (Hold Cancellation, Pickup, Overdue, etc.) after the first returned notice is re-sent.

Forward returned Recall notices up to 60 days following the date the first returned notice is re-sent. Do not forward any other type of notice (Hold Cancellation, Pickup, Overdue, etc.) after the first returned notice is re-sent.

Whenever you re-send a notice add a PUB-NOTE to the patron's record.

Whenever any type of library notice is returned 60+ days after a patron's first returned library notice was re-sent (consult PUB-NOTES for dates, etc.), update the patron's status to BARRED and add a PUB-NOTE.

Remove bad email addresses from Guest borrower and UMD borrower records created locally in a library. Remove bad email addresses from RU-ONLINE records that are not currently loading (see the Primary Borrowers Chart for a definition of current student faculty, and staff based on the date in the "last load" field). This includes any Guest alumni RU-ONLINE record that came in as part of the data load. Add a PUB NOTE whenever you remove an address in WorkFlows.

Do not update or remove an email or postal address on any RU-ONLINE patron record that is currently loading since changes will be overwritten in the next data load.

Decisions, Decisions

1) Is the notice a patron's first returned notice? (Check Extended Information for a PUB-NOTE.) If yes, forward the notice; see procedures for resending notices below.

2) Is the notice a patron's second (or more) notice, and has it been returned less than 60 days from the date the first notice was resent? If yes, is it a Recall notice? If yes, forward the Recall notice; see procedures for resending notices below. If it's not a Recall notice, discard the notice.

3) Is the notice a patron's second (or more) notice, and has it been returned 60+ days past the date the first notice was resent? If yes, update the user's status to barred and add a PUB-NOTE.

Procedures for Resending Notices

1) First decide if you can update or remove an address manually by determining if the patron's Workflow record is an RU- ONLINE data-loaded record (current or not current), or was created locally at a library. RU-ONLINE records that are current cannot be updated manually. Use the Modify User wizard, search for the patron, and look for these values:

 LibraryPatron's nameLast Load
Data Loaded CurrentRU-ONLINEin ALL CAPSOct-Apr: on or after prev. mo
May-Sep: on or after prev. Apr
Data LoadedRU-ONLINEin ALL CAPSOct-Apr: before prev. mo.
May-Sep: before prev. Apr
Not current   
Created LocallyALEX, or another libraryMay be upper and lower caseblank

2) Research the patron's addresses and look for an alternate address. Sources of Address information are:

For campus addresses look for specific campus locations/buildings, eliminate campus cities and zip, and combine information to create the best possible campus address.

If neither a campus nor U.S. postal address is available, you may consult with the Head, University Libraries Access and Interlibrary Services about calling the Verifications Office in NB (5-3220) for a latest known address. The Verifications Office has the same address information as we do for current users; it is used primarily for very old user records and delinquent accounts. The office prefers to deal with one representative from each university department.

3) If you find a viable address and the patron's record is not currently loading in WorkFlows, update the address and add a PUB-NOTE.

4) Resend the notice to a different address.

Undeliverable Email notices

Make a print of bounced email notices. Send the print to the patron's campus address, include a copy of the flier "Your [Email] Address with Us is Out of Date" flier. If a campus address is not available, send the notice to the patron's U.S. postal address. If you find a second Rutgers email address in the patron's Rutgers Online Directory entry, or there's an obvious typo in the patron's email address you may in addition forward the notice via email to the alternate or corrected email. Copy and paste the text flier "Your [Email] Address with Us is Out of Date" text at the beginning of the forwarded email notice.

Paper notices returned from Campus mail

Send the returned print notice to a revised/updated campus address; include a copy of the flier "Your [Email] Address with Us is Out of Date" flier. If you cannot update or correct a campus address or one is not available, send the notice to the patron's U.S. postal address.

Paper notices returned from U.S. mail

Send the returned print notice to a revised/updated U.S. postal address, include a copy of the flier "Your [Email] Address with Us is Out of Date" flier). If you cannot update or correct a U.S. postal address or one is not available, send the notice to the patron's campus address.

Whenever you forward a notice in U.S. mail, use a library letterhead envelope and add your name to the return address; if the notice is returned undeliverable to you, add a new PUB-NOTE about the bad U.S. mail address.

4) Enter a new PUB NOTE in the patron's Workflows record whenever you re-send or are unable to re-send a notice, following the form and samples given below. Include the barcodes of recalled books (there may be more than one recalled item on a single Recall notice).

PUB-NOTES

1st Occurrence of a Returned Library Notice, notice forwarded

PUB-NOTE: 1st RETURNED NOTICE. [Insert type of notice here, for example-Hold Cancellation, Pickup, Overdue, 2nd Overdue, Bookings] notice returned from [insert bad address here] forwarded to [insert address here] flier "Your [Email] Address with Us is Out of Date" flier, any other pertinent information. Your initials. Date. Library.

Examples:

PUB-NOTE: 1st RETURNED NOTICE. OVD notice returned from bad@email.address, forwarded to 345 Hamilton St., New Brunswick, with "Your [Email] Address with Us is Out of Date" flier). JEG 5/5/03 LSM

PUB-NOTE: 1st RETURNED NOTICE. Hold Cancellation notice returned from bad@email.address, forwarded to RPO34564 with "Your [Email] Address with Us is Out of Date" flier. Also forwarded to alternative@email.address located in the RU Online Directory with text of flier. JEG 5/5/03 LSM

PUB-NOTE: 1st RETURNED NOTICE. Recall Notice for 390300456783 and 390300234865 returned from bad@email.address, forwarded to English Dept., Murray Hall, CAC, with flier "Your [Email] Address with Us is Out of Date" flier. JEG 5/5/02 LSM

PUB-NOTE: 1st RETURNED NOTICE. Pickup notice returned from RPO34567, forwarded to 45 North Main St., Metuchen, NJ, with flier "Your [Email] Address with Us is Out of Date" flier. JEG 5/5/03 LSM.

PUB-NOTE: 1st RETURNED NOTICE. Bookings confirmation notice returned from bad@email.address, forwarded to Sociology Dept., Lucy Stone Hall, Livingston Campus, with "Your [Email] Address with Us is Out of Date" flier. JEG 5/5/03 LSM

1st Occurrence of a Returned Library Notice, unable to forward notice.

PUB-NOTE: 1st RETURNED NOTICE. Pickup notice returned from DPO2345, unable to find an email, campus, or U.S. address for forwarding. JEG 5/5/03 ALEX.

Recall Notices returned up to 60 days following a 1st RETURNED NOTICE.

PUB-NOTE: Recall notice for 390300043432 returned from bad@email.address, forwarded as a courtesy to Computer Sciences Dept., Hill Center, Busch campus, with second flier "Your [Email] Address with Us is Out of Date" flier. JEG 5/5/03 LSM

PUB-NOTE: Recall notice for 3903000234934 and 3902345678 returned from 33 Main St., East Brunswick NJ, forwarded to Computer Science Dept., Hill Center, Busch Campus. JEG 5/5/03 ALEX

Removing addresses from a user's Record

PUB-NOTE: 1st RETURNED NOTICE. Hold Cancellation notice returned from bad@email.address, forwarded to 145 7th Ave., Piscataway, NJ, with flier "Your [Email] Address with Us is Out of Date" flier. Email address was removed from user's record since it is not loading in the current patron file. JEG 5/5/03 ALEX

PUB-NOTE: 1st RETURNED NOTICE. OVD notice returned from bad@email.address, forwarded to 33 Metlars Lane, Piscataway, NJ, with flier "Your [Email] Address with Us is Out of Date" flier. Email address was removed from user's record since this is a guest, locally created record. JEG 5/5/03 ALEX

Barring a user with a bad address and 60+ days of returned notices.

PUB-NOTE: PATRON NEEDS TO CORRECT ADDRESS. Patron was barred because a library notice was returned from [insert bad address] 60+ days after the patron's first returned notice was forwarded with notification and instructions to update address. JEB 5-5-03 LSM

Unbarring a user after discussion about a bad address

PUB-NOTE: Discussed address situation with user today and explained how to update her address. Unbarred user and set status to OK based on patron's assurance she will update her address in the RU Online Directory within the week. JEG 5/5/03 ALEX.



Last updated: March 21, 2012
 
URL: http://www.libraries.rutgers.edu/rul/staff/access_serv/procedures/returned_notices.shtml
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