The group discussed what it liked and didn’t like about the recently concluded 4-part training program that included the following sessions: 1) Service Excellence; 2) Problem Solving; 3) Difficult Situations; and 4) Project Management. The group’s consensus was that the program was worthwhile, with some parts more effectively rendered than others. The first 3 sessions, the group felt, were more effective than the final one (Project Management). Among the suggestions offered for future presentations of the series: Make models more relevant for the participants, i.e., building a house is something unfamiliar to many staff members; don’t make attendance mandatory; begin the afternoon sessions later in the day, perhaps 2 p.m. instead of 1 p.m. It was concluded that particular facilitators were more comfortable with the material and more effective in their presentations than other facilitators. Members noted that some of their colleagues were not comfortable in the group setting and were reluctant to share information or take an active role. The group agreed that having Collection Services staff participate was a positive experience and healthy for the development of camaraderie in the recently merged department.
The group reviewed Barry’s memo, sent out to NBACS on October 31, 2003 that presented examples of how all staff members may help one another and better serve users through the sharing of information via user record PUBNOTEs.
Barry described a recent problem involving the improper registration of a user with a the “04,” barcode a dummy “template” number in the RUConnection software that has created problems in the past when it is assigned in WorkFlows. The problem, this time around, was generated when a staff member in Newark deleted the “DO NOT USE THIS BARCODE” user that Jeff Teichman had created to protect against the issuance of the number, and went ahead and assigned the “04” barcode to a current user. Consequently 4 items, charged at 3 different libraries, were checked out to the wrong user. On three different occasions, then, staff checked out material on a card that did not match the person standing before them (in either name or photo). The “DO NOT USE THIS BARCODE” user has been reinstated for the “04” number. Hopeful news from the RUConnection Office is that it believes that new software it will be getting within a few months will eliminate the need for “04” template to be produced. Meanwhile, all staff working the front desk need to be vigilant to make sure that the card being used to check out material matches the person whom they are helping at the desk.
The group reviewed the refund policy. It was clarified that if billing staff determines that a mistake has been by the library and the user has paid for an item which they had indeed returned, refund of the $42 processing fee should be done in addition to refund of the price of the book. For example, a paid-for book is subsequently found lodged beneath the lip of a book drop.
A Knight Express reader has arrived at Alexander. Jeff, Antoinette, and Barry will get together for training on Knight Express in January. After the training, it will be determined when the Knight Express option will be available for our users.
Next Meeting: Wednesday, January 28, 2003 at 3:00 p.m. at Kilmer.