Minutes of September 29, 2004 meeting

Georgina Alonzo, Ines Gessner, Shirley Lewis, Barry Lipinski(recorder), Nita Mukherjee, Antoinette Peteet, Melanie Robinson, Penny Weniger, and Chiaki Yamada.
Don Wilson


1. 40-Day Overdue Recalls—Interpreting Billing Information

The group reviewed the new process by which holds are removed from books that have been recalled and are not returned after a 40-day overdue period. In addition to the bill being created in the user’s record and the note automatically appearing regarding the outstanding overdue recall, the group discussed whether the user should also be mailed a bill when the item becomes 40 days overdue. The recommendation from the group to be passed on to the Billing Working Group by Antoinette and Barry was that it would be beneficial to send an overdue recall bill. The group emphasized that the bill should be clearly worded to explain the reason for the bill and the financial obligation.

Chris Sterback has informed the group and the Access Services Committee that the notes for OVD- RECALLs cannot be produced to appear at the top of a user’s series of notes. The program producing the notes will only allow them to appear as the bottom note, i.e., all notes must be examined carefully.

Nita pointed out that many users have been replying to their Hold Cancellation Notices for these long overdue recalls and their questions are being handled by the Ask a Librarian team. The Hold Cancellation notice directs the user to try E-ZBorrow or ILL to get the material.

2. Outline for Training New Staff in Billing

Barry discussed how he, Antoinette, and Nita had been engaged recently in training new staff in billing policies and procedures. All group members also have been updating their staff in their units on the recent enhancements involving 40-day overdue recalls and long overdue books (ASSUMED LOST), using the training documentation in the Staff Resources section of the RUL website. The group’s two training documents—“Billing 101” PowerPoint and “Billing 101: A How to Guide”—need to be updated with sections on these new enhancements. Georgina and Melanie volunteered to review the documents and prepare additions for the group to examine.

3. Information Sharing

Nita informed the group of how multiple holds may be on an item and the user may be down in the cue, but Self Services will indicate that the user is #1 in the cue (Chris is trying to get a fix for this).

Shirley described her experiences as a member of the User Database Maintenance team, dealing with bad addresses.

Melanie reported on the fire that had happened at the Math Library and the quick, effective response by voucher staff.

Penny said that “seamless information” training for Reference staff and information assistants at Douglass has been proceeding well.

Antoinette pointed out that PIN requests via Ask a Librarian have been in high (50-60 per shift) numbers. She also discussed her experience with the pilot project of providing PINs at the College Avenue Student Center.

Next Meeting: Wednesday, October 27, 2004, at 3 p.m. at Kilmer.

URL: http://www.libraries.rutgers.edu/rul/staff/groups/billing_group/minutes/billing_group_min_04_09_29.shtml
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