1. Vacation requests – Show the hours you are actually scheduled to work on your vacation request form.
2. Items in wrong place on holds shelf – Do not use rubber bands to group hold items together. Be sure to scan the patron’s card to see how many holds they have available before you go to the shelf to look for the items. Be careful and take your time.
3. Lost and found – Valuable items will be kept in the galley closet for 30 days before being put in the lost and found basket. If there is any way to identify to whom the item belongs, you should do so and call the owner.
4. Community Service workers – Anyone applying to perform community service at the library must be interviewed by the Library Director. A list of jobs for community service workers will be kept at the desk along with their timesheets.
5. Pro-rating replacement cost for damaged items – We do not prorate the cost of any item based on normal wear and tear. When an item is no longer suitable for circulation and cannot be repaired, it should be withdrawn. The replacement cost listed in the catalog does not include the processing fee.
When you prepare a new card, be sure patrons know they are responsible for returning items on time and in good condition. Explain the patron responsibilities that they agree to when they sign the borrower registration form.
6. Directional signage – Many patrons are confused by the bent arrows on the directional signage. New signs will be prepared with straight left and right arrows.
7. Staff communication – All communications from Amber will be sent by email and a copy printed out for the notebook. The staff notebook will be our primary means of communication.
8. Flu season preparation – Antibacterial wipes will be kept near the public computers for patrons to use on the keyboards and mice, and computers will be wiped down each evening as part of the closing procedure. CDC “cover your cough and sneeze” and “clean your hands” flyers will be posted throughout the library. Tissues, wipes, and hand sanitizer will be kept in places easily accessible to patrons.
Saturday, September 19, 2009
Monday, August 31, 2009
August 2009 Staff Meeting
1. Patron Behavior – There have been recent incidents of patrons asking for favors from staff (extra computer time, printing refunds, phone use, money, etc.) The APL Patron Behavior Policy states:
When dealing with a confrontational patron, you may signal other staff to call the police: at the children’s desk, buzz the intercom 3 times; at the adult desk, show a sheet of yellow paper.
Computer extensions may be granted only if the patron is working on an exam or job application.
Printing – The maximum deposit we will accept is $5. Patrons should be advised to use the “print preview” feature before actual printing. Some web sites may require that the material be pasted into a word processing document in order to print properly. Use your discretion when reimbursing print accounts. A color printer will be available for patron use in the near future. The cost will be $.75 per page.
Patrons with social service needs should be referred to the appropriate agency, to Community Action or to the Police Department. Under no circumstances may a library employee offer financial assistance to a patron. A list of community resources is located at each circulation desk.Solicitation or sale of any item, article, service, food or product of any kind whatsoever is prohibited, unless approved by the Library.
Patrons shall not harass other patrons or Library staff members physically, verbally, or by staring with the intent to annoy that person or persons, or by any other threatening or intimidating act. Any other behavior disturbing to library patrons or staff, endangering other persons, preventing use, or damaging physical property is not allowed. Patrons will be asked to cease such activity and/or to leave the building.
Patrons needing to make phone calls are to be directed to the pay telephone. In extremely unusual situations, a patron may be allowed to use a business phone at the discretion of library staff.
When dealing with a confrontational patron, you may signal other staff to call the police: at the children’s desk, buzz the intercom 3 times; at the adult desk, show a sheet of yellow paper.
Computer extensions may be granted only if the patron is working on an exam or job application.
Printing – The maximum deposit we will accept is $5. Patrons should be advised to use the “print preview” feature before actual printing. Some web sites may require that the material be pasted into a word processing document in order to print properly. Use your discretion when reimbursing print accounts. A color printer will be available for patron use in the near future. The cost will be $.75 per page.
2. Vacation scheduling – We discussed the pros and cons of taking actual hours scheduled vs. 4 hours per day for vacation. Amber posted a calendar on Google listing vacation requests. She will also let each of us know how many hours per year we are budgeted to work and how many remain in 2009. All were reminded to try to use vacation throughout the year, not save it.
3. Desk coverage – Two people are assigned to the adult circulation desk. One person should be at the desk at all times; the other may put books away or help patrons in the stacks. At the children’s desk, brief absences are sometimes necessary. Remember to keep an eye on the desk when you are shelving or cleaning disks.
4. Rushing in Circ Workroom –Again, we are having a problem with items not being discharged, AV items in the wrong case or empty cases being sent on the van or reshelved. There is NO DEADLINE for completing check-in! TAKE YOUR TIME! Look at the screen when you are discharging. Be sure to label everything in the circ workroom with the “discharge” or “shelve” tags so the next person working will know what needs to be done.
5. Voice mail messages – Whoever is staffing the children’s desk should retrieve the voicemail messages, return the calls and/or take a message for Katrina. To access voicemail dial 50, then mailbox and password 18 1818#.
6. Legacy fines – Some patrons have old fines remaining on their cards. Fines older than 5 years and less than $50 may be deleted. Be sure to mention fines to patrons each time they check out so they are aware of what fines they have. Amber will check with Jim if we can have fines print on patron receipts.
7. Fax protocol – When sending a fax we often encounter busy signals, wrong numbers, etc. After two attempts, ask the patron to verify the number and tell them we will try to send it again later.
8. Computer guest accounts – Some patrons are taking advantage of guest accounts rather than applying for a library card. The rule for local residents is 3 guest passes, then they must get a card. On the guest account screen, enter in the comments box 1st, 2nd or 3rd use and date. If the patron has a library card but did not bring it, you may look up the card number for them if they can provide ID.
9. Damaged books – The procedure for handling damaged books discussed at the 3/8/08 staff meeting is being followed:
When damaged items are received in the book drop, do not check them in. If the item is owned by another library, contact the owning library and the patron to let them know of the damage. Fill out the gold form for lost or damaged materials, attached it to the item, and forward to the owning library. They will determine the amount of the fine and the disposition of the material.
If the item belongs to us, create a bill for the damage. Contact the patron and let them know how much it is. Also let them know that they can have the item when the fine is paid, and that we will hold it for 14 days. Check out the item to DELAVANWD and place it in the galley closet, place a label on the spine with the patron’s initials and the date it is to be discarded. We should send the patron a mailed copy of the bill in these situations to ensure they get the notice from the start.
Saturday, August 1, 2009
July 2009 Staff Meeting
Photocopies: Library staff are not to make photocopies for patrons. In order to avoid the possibility of copyright infringement. We may teach patrons to use the copier, but not make copies for them. (See http://www.copyright.gov/ for copyright information.)
In-house holds: For patrons who have a library card, a hold should be placed, trapped and stored on the holds shelf. In other circumstances, such as when a patron forget to bring ID or does not have a library card, an item may be held at the circulation desk until close of business on the day of the request.
Refunds for “found” lost materials: Our Fees and Fines policy specifies that no refunds will be given once a lost item has been paid for.
Wireless Internet: Our WiFi network is not secure. There is no password required to log in. Patrons are responsible for managing their own equipment; staff may offer “hands off” assistance only.
Van Routing Slips: The transit slips we generate in large print can be used instead of the white routing slips on items going to Lakeshores libraries. Blue or pink routing slips should continue to be used for materials going to other library systems.
Book Donations: The Friends have advertised that we are accepting book donations for the summer book sale. We do not accept magazines, encyclopedias, textbooks, or anything moldy or dirty. Any donations received in bad condition can go right into the recycle bin.
Color Printer: There is money in our 2009 budget to purchase a color printer for public use.
Holiday Vacation Requests: Anyone planning to take vacation from Thanksgiving through New Year must have requests turned in by September 21.
Summer Library Program: There is a sheet listing winners of the children’s prizes at the children’s desk. Prizes and Welcome Baby Bags are on the white shelves. Katrina’s volunteer (Monica) has been trained to do shelving and can help in the adult areas as well as childrens.
Book Sale: The Friends summer book sale will be held Saturday, August 8 from 8 a.m. to 2 p.m. under the tent, with an indoor preview for members on Friday from 5-7 p.m. Memberships will be sold at the door.
Attitude makes a big difference in customer service. Complaints have been received about staff being “short” or “mean” with children. Be aware of how you appear to the public and remember that kids are not as understanding about the frustrations of the job as adults are.
Check-in at patron’s request is OK to do at the circulation desk if it is not busy and the patron does not have a humongous pile to be discharged. Use your judgment.
The Parental Release of Information Form has been viewed by some patrons as something we are doing to make it more difficult for them to get information about their children. Be sure to explain to them that this is our way of being sure the correct person is getting their child’s information. For new library cards, it’s easy to have the parent complete the release of information form at the same time they sign their child’s registration form. And be sure to record the information in the child’s patron record.
Program coverage is sometimes a problem since adult programs are often in the evening. Sue asked for staff assistance in covering adult evening programs. Beginning computer classes are being scheduled in the fall. If anyone feels comfortable teaching a basic computer or email class, please let Amber know.
###
In-house holds: For patrons who have a library card, a hold should be placed, trapped and stored on the holds shelf. In other circumstances, such as when a patron forget to bring ID or does not have a library card, an item may be held at the circulation desk until close of business on the day of the request.
Refunds for “found” lost materials: Our Fees and Fines policy specifies that no refunds will be given once a lost item has been paid for.
Wireless Internet: Our WiFi network is not secure. There is no password required to log in. Patrons are responsible for managing their own equipment; staff may offer “hands off” assistance only.
Van Routing Slips: The transit slips we generate in large print can be used instead of the white routing slips on items going to Lakeshores libraries. Blue or pink routing slips should continue to be used for materials going to other library systems.
Book Donations: The Friends have advertised that we are accepting book donations for the summer book sale. We do not accept magazines, encyclopedias, textbooks, or anything moldy or dirty. Any donations received in bad condition can go right into the recycle bin.
Color Printer: There is money in our 2009 budget to purchase a color printer for public use.
Holiday Vacation Requests: Anyone planning to take vacation from Thanksgiving through New Year must have requests turned in by September 21.
Summer Library Program: There is a sheet listing winners of the children’s prizes at the children’s desk. Prizes and Welcome Baby Bags are on the white shelves. Katrina’s volunteer (Monica) has been trained to do shelving and can help in the adult areas as well as childrens.
Book Sale: The Friends summer book sale will be held Saturday, August 8 from 8 a.m. to 2 p.m. under the tent, with an indoor preview for members on Friday from 5-7 p.m. Memberships will be sold at the door.
Attitude makes a big difference in customer service. Complaints have been received about staff being “short” or “mean” with children. Be aware of how you appear to the public and remember that kids are not as understanding about the frustrations of the job as adults are.
Check-in at patron’s request is OK to do at the circulation desk if it is not busy and the patron does not have a humongous pile to be discharged. Use your judgment.
The Parental Release of Information Form has been viewed by some patrons as something we are doing to make it more difficult for them to get information about their children. Be sure to explain to them that this is our way of being sure the correct person is getting their child’s information. For new library cards, it’s easy to have the parent complete the release of information form at the same time they sign their child’s registration form. And be sure to record the information in the child’s patron record.
Program coverage is sometimes a problem since adult programs are often in the evening. Sue asked for staff assistance in covering adult evening programs. Beginning computer classes are being scheduled in the fall. If anyone feels comfortable teaching a basic computer or email class, please let Amber know.
###
Sunday, June 21, 2009
June 2009 Staff Meeting
Library Policy Changes Approved at the 6-11-09 Library Board Meeting:
Sue will update the library brochure to reflect policy changes.
The City is experimenting with credit/debit service and it is expected that by the end of the year we will be able to accept payment by credit or debit card.
There has been an increase in the number of errors made when checking items in over the last month. No discharging will be done at the circulation desk. Materials from all book drops will be taken to the Circ Workroom for discharge and inspection.
Our telephone bill has recorded a larger-than-normal number of long distance calls lately. Possible causes of this are interlibrary calls and more patrons listing cell phones as their primary phone numbers. Staff should not make personal long distance calls on the library phone unless it is an emergency.
Trash will be picked up on Wednesday instead of Friday. The Tuesday night crew should put the trash cans in between the doors.
Beth has created a WEB folder on the server which contains sample web page designs. She would like everyone to look at them, read the accompanying document, and vote for your favorite and/or make comments about the designs.
A new shredder has been ordered. Jan Olson is assigned the responsibility of maintaining the shredder.
The staff schedule for July was reviewed.
ILL procedures were reviewed by Ginny Andersen. ILL books returned in the book drop should be discharged and placed in the ILL bin. Two types of ILL books may be received on the van. If the book belongs to us, discharge it, put the attached paperwork in the ILL bin, and shelve the book. If the book belongs to an out-of-system library, put it and its paperwork in the ILL bin. Remember that the "receive transit" function will not discharge an ILL book.
We are registered for the July 4 parade, which takes place at 3 p.m. Amber was advised by Ace Hardware that we should use oil-based enamel paint on the book carts. Amber will purchase the paint; let her know what colors you need.
Balancing the cash register at the end of the day should preferably be done after closing. If it must be done while patrons are in the library, take the cash drawer into the office and work on it there.
The opening and closing checklists need to be updated.
Amber feels the TDD is not being used. She is investigating using chat for reference questions.
Sign-up for the summer library program begins today.
##
- The age limit for checking out movies was removed. Anyone who has a library card can check out any type of material. (Profile type for all patrons should be "general" per ALM 6-17-09)
- The schedule for replacement charges was revised. The replacement charge for lost or damaged materials will be retail price rounded off to the nearest whole dollar, plus a $5 service charge. Patrons will not be allowed to replace items themselves.
- New policies approved: Staff Computer Use policy and Acceptance of Gifts policy.
Sue will update the library brochure to reflect policy changes.
The City is experimenting with credit/debit service and it is expected that by the end of the year we will be able to accept payment by credit or debit card.
There has been an increase in the number of errors made when checking items in over the last month. No discharging will be done at the circulation desk. Materials from all book drops will be taken to the Circ Workroom for discharge and inspection.
Our telephone bill has recorded a larger-than-normal number of long distance calls lately. Possible causes of this are interlibrary calls and more patrons listing cell phones as their primary phone numbers. Staff should not make personal long distance calls on the library phone unless it is an emergency.
Trash will be picked up on Wednesday instead of Friday. The Tuesday night crew should put the trash cans in between the doors.
Beth has created a WEB folder on the server which contains sample web page designs. She would like everyone to look at them, read the accompanying document, and vote for your favorite and/or make comments about the designs.
A new shredder has been ordered. Jan Olson is assigned the responsibility of maintaining the shredder.
The staff schedule for July was reviewed.
ILL procedures were reviewed by Ginny Andersen. ILL books returned in the book drop should be discharged and placed in the ILL bin. Two types of ILL books may be received on the van. If the book belongs to us, discharge it, put the attached paperwork in the ILL bin, and shelve the book. If the book belongs to an out-of-system library, put it and its paperwork in the ILL bin. Remember that the "receive transit" function will not discharge an ILL book.
We are registered for the July 4 parade, which takes place at 3 p.m. Amber was advised by Ace Hardware that we should use oil-based enamel paint on the book carts. Amber will purchase the paint; let her know what colors you need.
Balancing the cash register at the end of the day should preferably be done after closing. If it must be done while patrons are in the library, take the cash drawer into the office and work on it there.
The opening and closing checklists need to be updated.
Amber feels the TDD is not being used. She is investigating using chat for reference questions.
Sign-up for the summer library program begins today.
##
Monday, June 8, 2009
May 2009 Staff Meeting
1. Summer Library Program
2. Volunteers
Volunteers working for Katrina this summer may work off overdue fines ($5 per hour worked), add money to their print account ($1 per hour worked), or possibly have their personal discs resurfaced. Summer volunteers will be required to wear name tags.
3. Twilight Program
Amber asked for a volunteer to help with the Friday night Twilight program. Myrna offered to help with this. Children will be allowed to attend with if accompanied by a caregiver or if the parent gives verbal permission to the librarian for the child to attend.
4. Patron Behavior Policy Changes
No food is allowed in the library except in designated areas (such as in the meeting room for programs). Beverages are allowed in covered containers, but not near the computers.
5. Deliveries
All deliveries should go to the TS room. Boxes should not be opened at the Circ Desks. Staff are not allowed to remove unprocessed items from the building.
6. Patron Registration
Be sure the form is filled out as completely as possible and always check to see if the patron already has a card. List the drivers license number as ALT ID for adults and also on the address tab in the DL space. Profile type should be GENERAL for adults, JUV-VIDEO for children 14-18, JUVENILE for children under 14. Sue will update the instructions for registering a new patron.
7. Schedule
Amber will save the master schedule on the Samba server. The most recent update will be available on Google Apps.
8. Amber demonstrated use of the microfilm reader/printer.
- Sign up begins June 12. The first day to turn in hours is Monday, June 15.
- You do not need a library card to participate. The program is open to people of all ages.
- To register a patron, have them complete a registration card, one per person. Give them a reading bag and explain the reading record. Twelve boxes must be checked to claim a prize.
- For children, the 1st prize is a t-shirt, 2nd prize is a book. After that, they may enter the drawing of their choice for each reading record turned in.
- Teens may chose a t-shirt and book, or enter the drawings.
- Adults may enter the drawing. T-shirts and books are included in the prizes they can win.
2. Volunteers
Volunteers working for Katrina this summer may work off overdue fines ($5 per hour worked), add money to their print account ($1 per hour worked), or possibly have their personal discs resurfaced. Summer volunteers will be required to wear name tags.
3. Twilight Program
Amber asked for a volunteer to help with the Friday night Twilight program. Myrna offered to help with this. Children will be allowed to attend with if accompanied by a caregiver or if the parent gives verbal permission to the librarian for the child to attend.
4. Patron Behavior Policy Changes
No food is allowed in the library except in designated areas (such as in the meeting room for programs). Beverages are allowed in covered containers, but not near the computers.
5. Deliveries
All deliveries should go to the TS room. Boxes should not be opened at the Circ Desks. Staff are not allowed to remove unprocessed items from the building.
6. Patron Registration
Be sure the form is filled out as completely as possible and always check to see if the patron already has a card. List the drivers license number as ALT ID for adults and also on the address tab in the DL space. Profile type should be GENERAL for adults, JUV-VIDEO for children 14-18, JUVENILE for children under 14. Sue will update the instructions for registering a new patron.
7. Schedule
Amber will save the master schedule on the Samba server. The most recent update will be available on Google Apps.
8. Amber demonstrated use of the microfilm reader/printer.
Sunday, June 7, 2009
April 2009 Staff Meeting
1. Do not give out staff information over the phone, including hours they work. If a staff member gets a call when they are not in, take a message.
2. When performing library transactions over the phone, ask for the patron's library card number or alternate ID. The alternate ID is the driver's license number or state ID for adults and the date of birth and initials for children.
3. Do not put up with inappropriate patron behavior. Ask the patron to leave and/or call the police if a patron is being abusive, including verbal abuse. Be sure to write an incident report about the situation. We are looking at upgrading our security camera system in the future.
4. Google accounts have been set up for all staff members. They can be accessed at www.google.com/a/aramlibrary.org There are also calendars for Adult Events, Youth and Family Events, and the Meeting Room schedule.
5. Phone use by patrons is not allowed except in an emergency situation. If children need to call for a ride, you make the call for them. If children under 16 are not picked up by closing, two staff members should stay with them. If they are not picked up within 15 minutes, call the police.
6. Turn computer monitors off overnight.
7. Amber is working on the summer schedule. There are two options for evening coverage on Mondays and Wednesdays. If you would like to work an evening, you may volunteer. If there are not enough volunteers we will use a rotation system so everyone works the same number of evenings during the summer.
8. The new patron registration form was reviewed.
###
2. When performing library transactions over the phone, ask for the patron's library card number or alternate ID. The alternate ID is the driver's license number or state ID for adults and the date of birth and initials for children.
3. Do not put up with inappropriate patron behavior. Ask the patron to leave and/or call the police if a patron is being abusive, including verbal abuse. Be sure to write an incident report about the situation. We are looking at upgrading our security camera system in the future.
4. Google accounts have been set up for all staff members. They can be accessed at www.google.com/a/aramlibrary.org There are also calendars for Adult Events, Youth and Family Events, and the Meeting Room schedule.
5. Phone use by patrons is not allowed except in an emergency situation. If children need to call for a ride, you make the call for them. If children under 16 are not picked up by closing, two staff members should stay with them. If they are not picked up within 15 minutes, call the police.
6. Turn computer monitors off overnight.
7. Amber is working on the summer schedule. There are two options for evening coverage on Mondays and Wednesdays. If you would like to work an evening, you may volunteer. If there are not enough volunteers we will use a rotation system so everyone works the same number of evenings during the summer.
8. The new patron registration form was reviewed.
###
March 2009 Staff Meeting
1. We will be getting a VISTA volunteer for the summer.
2. Our Tornado Shelter is the elevator pit. We will put together a "pit kit" containing flashlight, weather radio, snacks, games, etc. for use in an emergency situation.
3. Listing of staff job assignments was distributed. There are some jobs that have not yet been assigned to an individual. The primary/trainer in each area is expected to cross-train other staff so everyone is at least familiar with all areas of service. Job-related tasks are to be done on library time.
4. Library Card Procedures - the revised form and general procedures will be reviewed during the April meeting. Amber is trying to get approval for a "computer only" card for those children whose parents will not come in to sign/provide ID.
Wisconsin School for the Deaf students can get a library card without a parental signature if they have a school ID. The WSD Principal has given blanket permission to use her as the responsible individual. List the WSD address and phone in the space for mailing address. List the student's home address and phone in the "residence" space. Show the student's school ID number under "other ID."
Homeless applicants must have their library card applications approved by Fr. Myrick at Delavan Episcopal Church. Their library cards will be good from September through May, for 1 item at a time from the Delavan library only.
Milwaukee County residents may purchase a "nonresident" card for $50.
5. Survey of reference transactions will begin Monday. We will perform a reference count one week each quarter. Questions that count as reference are collection-related. We will be getting new people counters at both doors.
6. Policy changes were reviewed.
7. We discussed how the holds shelf should be set up. It was decided the hold slip should be longer so it can be stuck inside the book and that the patron's name should be listed at the top of the slip. Sue will make these changes.
###
2. Our Tornado Shelter is the elevator pit. We will put together a "pit kit" containing flashlight, weather radio, snacks, games, etc. for use in an emergency situation.
3. Listing of staff job assignments was distributed. There are some jobs that have not yet been assigned to an individual. The primary/trainer in each area is expected to cross-train other staff so everyone is at least familiar with all areas of service. Job-related tasks are to be done on library time.
4. Library Card Procedures - the revised form and general procedures will be reviewed during the April meeting. Amber is trying to get approval for a "computer only" card for those children whose parents will not come in to sign/provide ID.
Wisconsin School for the Deaf students can get a library card without a parental signature if they have a school ID. The WSD Principal has given blanket permission to use her as the responsible individual. List the WSD address and phone in the space for mailing address. List the student's home address and phone in the "residence" space. Show the student's school ID number under "other ID."
Homeless applicants must have their library card applications approved by Fr. Myrick at Delavan Episcopal Church. Their library cards will be good from September through May, for 1 item at a time from the Delavan library only.
Milwaukee County residents may purchase a "nonresident" card for $50.
5. Survey of reference transactions will begin Monday. We will perform a reference count one week each quarter. Questions that count as reference are collection-related. We will be getting new people counters at both doors.
6. Policy changes were reviewed.
7. We discussed how the holds shelf should be set up. It was decided the hold slip should be longer so it can be stuck inside the book and that the patron's name should be listed at the top of the slip. Sue will make these changes.
###
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