Notes from Staff meeting 7/12/17

Kendall Neighborhood Library

July 12, 2017

11:15 AM- 11:55 AM

Staff Break Room

                   I.        Monthly reports

a.    Please try to get to me by the 5^th of the month use current goals until new ones are created

b.    Google doc will be used to collect Shelf reading, Collection management including Collection HQ and discards

  II.        HEAR Review

a.     Working on writing them now.

b.    Then will create new plans

III.        Library cards online registration Please start new process now

a.    you can just take the info from Id and create the user record. There’s no need to fill out the paper form.

b.    please make sure that staff check with customer about borrower’s agreement. Customer’s verbal agreement is what legally binds them to the checkout policies.

c.    Staff should add a note that the customer wasn’t able to submit the online registration, and that they agreed to the borrower’s agreement.

d.    Regarding card renewals or changes to existing account, if the customer is at Kendall, you can update the user record after verifying ID etc. Add a note that the customer’s info was updated.

e.    If customer is on the phone, online or doesn’t have ID with them, you may direct them to use the Update MY Link card form on the website (it is on the MY Link page).

f.     Addition information is available on the Staff Training Portal under Library Functions scroll down to My Link Online Library card there are FAQs and 3 videos

IV.         Manager meeting highlights

The next Staff Development Day will be in April 2018 it will be at JIB and Central.  Since there will be no SDD this year, Organizational Development will be planning Staff Development Week to hold different staff trainings for professional development. 

If staff have suggestions on what topics to cover, please send them to HPL – Training. 

  V.        Announcements by Victor from Manager Team Meeting - July 2017

Incident reports

We should be reviewing them for the frontline staff, particularly those with little experience writing them

 Must be in third person, regardless of who is being discussed

Voter registration – state law requires us to offer to each library card applicant Make sure to as customers

Staff do not get special hold privileges

They cannot move themselves up the hold list

They cannot take a movie that has a hold on it, take it home and watch it, and bring it back to then send out in delivery

The practice of intercepting holds in any manner is very unethical

Staff should have items checked out if they have them at home or on their desk

Tex Share card

Does everyone on your staff know exactly how to answer a question about Tex Share cards from a customer?

Need a My Link Card for 6 months and live in Houston.  All cards expire at the end of July.  Then everyone reapplies to get a new one

No phone while doing job

Reminder to staff that they cannot talk on the phone while doing work

If it is a phone call or text that needs attention, remove yourself from the workspace, reply, then return

VI.        Announcements and Reminders

a.    Internal customer service and how we talk to each other.  Always work on being polite to each other

b.    The International services binder

June 14, 2017

Kendall Neighborhood Library

June 14, 2017

11:15 AM- 11:55AM

Staff Break Room

             I.        Tagging

a.     Still finding items on the hold shelf that are not tagged

            II.        Hear review period ends June 30

a.     Make sure to turn in all relevant reports by the end of the review period.

          III.        Sorting

a.     Have you seen any improvements?

We are still having problems with sorting.  Media items from bin 3 were mentioned specifically.

Staff members also mentioned we have talked about this multiple times and are frustrated that it continues to be an issue.

The importance of pulling new items to be displayed and scrapping off the old date labels was discussed.

          IV.        SRP update

We are currently out of the Adult museum passes

Level 5 gets a book mark as well as sunglasses

Family packs are on the way

Level 10 children’s museum pass is different than the Flip kit pass

Still looking for people to assist with programs including the 3^rd floor overflow program

           V.        Building updates

a.    Calling daily about the ac

b.    The lock was cut off the wooden enclosure calls continue to be made about moving the dumpsters

          VI.        Float

a.    Please don’t put super popular titles in float from the children’s section

Please only put 2017 blue bonnets on display

        VII.        Customer service

a.    With the need to be extra careful since people can be more on edge due to the temperature in the building

New Booksale Prices

Hi everyone,

The prices have changed for the library book sale. Hardback books, CDs & DVDs are now only $1 . Paperbacks are now $ 0.50.  Our signs have been updated to reflect the new prices.

Thank you,

Victor

4/19/17 Kendall Open Discussion Staff meeting

4/19/17 Kendall Open Discussion Staff meeting

How many pennies should we keep?  5

For float it should only be duplicate items, they should be checked out to Ken Float. Check condition before putting in Ken float.  It is ok to float items with the yellow spine labels.  Children, Teen and adult items should be kept in separate crates for ease of review.

SRP will have new software this year Beanstalk we will set up training for it.  The whole program has been revamped.  Age groups separated different prizes.  No stickers’ now online secret codes.

KENDRV make sure you do not put that code when doing the card sign up or placing holds.  It causes issues the labels print weird and the item goes into transit.

Reminder to leave as a group for safety and to check that everyone’s car is working so they can leave.

Tagging make sure you are choosing the correct code when using the 3m converter.  If you find items on the shelf with incorrect coding modify it so that it will go in the correct bins later.

Bin 9 is fills up try re-running the items many times it will sort correctly the 2^nd time through.

On the Kendall Blog there is a barcode generator, on the staff links page.  As we move forward with the Express check this a tool to use for those customers that don’t have their cards. 

Patrick talked about new technology being purchased that will help in checking the shelves.  He called it a wand.

People talked about the Express check not checking out items with associated materials.  (After the meeting we were not able to duplicate the issue to show Patrick if you see the error message please write it down so we can report the issue.)  If the item is still checked out it should block the check out.  If on hold for another customer it should block the check out.  If the item has holds the express check should let the item check out.

Next staff meeting will be May 3 and we will be reviewing library card applications.

April 5, 2017 Staff meeting

Kendall Neighborhood Library

April 5, 2017

11:15 AM- 11:55AM

Staff Break Room

              I.        Monthly reports

a.    Please try to get to me by the 5^th of the month

            II.        Next WPR ( work Progress Report) will be done in April

a.     Will cover 2/1/17 – 3/31/17 please send in any documentation for that time.

           III.        Yoga

a.     Please advertise as walking and not walking when talking to customers

          IV.        Tagging

a.     How is it going: we are now using a log to track where we are working.  Good chunk of YA fiction is done, Picture books working in the Bs, all 3^rd floor cds done, good chunk of 2^nd floor cds done. 

b.    Victor will create a sheet that shows where we have been.

           V.        Communication remember you can call and leave messages on the Manager phone 31882

          VI.        :  Manager meeting highlights

a.       Early registration for SRP starts 5/1/17

b.      Remember to answer the phone with the 3 part greeting

Three Part Telephone Greeting for Public Service Telephones

1.    Thank the caller for calling the Houston Public Library System.

Thank you for calling the Houston Public Library System.

2.            Follow with the name of your branch/unit.

This is the Kendall Neighborhood Library.

3.            Offer Assistance.

How may I help you?

c.    Libraries should be clean and photo ready including the workroom areas

d.    All staff need to take the Pronunciator training by 5/1

e.    Staff must wear city badges at all times

f.     If a crime is committed we call the police whether the customer want us to or not.  And we do an incident report Get police officers name and badge whether a police report number is give or not.

         VII.        Complaints about computer speed

a.    Speedtest.net recommended by the IT department works on Explorer

If you receive a complaint please so a speed test and send the information to the IT department include the computer number, Gtag, time and the results of the speed test in the email to HPL IT HelpDesk <HPL.HelpDesk@houstontx.gov>

       VIII.        Complement

a.    See attached

          IX.        Questions / Comments  

Please check that you have the appropriate Email signature set up on the web email and 2010 email systems.

http://houstonlibrary.org/hpl-brand/internal-documents/email-signature

Open Enrollment ends 4/7 make sure you sign up

Keep 5 pennies in the cash drawer

National library worker day request for Pepperoni

Discussion of EO 1-28 http://www.houstontx.gov/execorders/1-28.pdf

Submitted on Friday, March 24, 2017 - 16:49 Submitted by anonymous user: 15.203.233.84 Submitted values are:

Name: Sandy Lu

Email : Sandsters@gmail.com

Phone:

Check this box if you'd like a response.: Yes Library Card Number: 22477021228376 Library Location: Kendall Library Tell us what your comment is about.: Compliment

Comment:

On March 15, 2017 I received a notice from the library that a dvd that I had returned to the Kendall Library was overdue and missing. 

I was certain I had returned it and found it strange that the other 4 items I returned in the drop box were not missing or overdue.  I called the Kendall library and spoke to Temeka Doakes.  She explained the search process the library uses when items go missing and the patron believes they’ve returned it.  I asked a series of difficult questions regarding the library’s policy around this including how much would be owed if the missing DVD was not found. 

Temeka remained calm and very helpful the entire time, expressing empathy and assurance that the library staff and she would do everything possible to try and locate the item.  She told me to call her back in 2 weeks if I still found the item was missing on my account and we would discuss next steps.

The next day, the item was found an/d was removed from my account, but Temeka was on vacation and did not know this.  Upon returning from vacation on March 24, she came across the missing DVD and on her own initiative, she called me to let me know the item was found.

I have expressed my gratitude and appreciation to Temeka personally for taking the time to help me and to call me back to ensure I knew the item was found.  I also wanted to ask that the library please recognize Temeka’s actions.  She demonstrated great customer service, a friendly and helpful attitude, and a willingness to go the extra mile – all of which this patron and “Friend of the library” will not soon forget.

SirsiDynix Renewal change

Hello all. We have wonderful news to share about renewal of checked out items in HPL’s SirsiDynix Symphony system. When customers renew their items, the system will now calculate the new due date by counting forward from the current due date, rather than from the date of the request. That means that customers may request renewal of checked out materials at any time after initial check out and get the full six week period. I hope that you and your customers find this to be a welcome improvement. Thanks. Fred Schumacher Senior Manager

Staff Meeting Notes, 11-30-16

11:15 – 11:45 AM, Break Room

1. Welcome New Staff: Kitty (Acting Manager); Norma (PT-CSC); Antoinette (PT-CSC for Collier); Victor (Assistant Manager, starting 12/12).
2. Updates (Karen):
1. Cell Phone Use at Public Service Desks
1. When you’re working at a public service desk, you’re paying attention to our customers and you’re ready to respond to their needs.
2. OK--library activities, such as demonstrating Overdrive, checking wireless connection
3. NOT OK--personal activities, such as checking social media, texting, shopping.
4. Phone should be set to silent mode in public areas.  
5. No personal phone calls at the desk. If it’s an emergency, find someone to cover the desk and take the call in a non-public area.
2. Closing Issues
1. Last week the following were observed after staff had finished closing the floor: lobby lights on; conference room blinds not opened; extra chairs in study rooms; drive-up window not locked; self check and TV screens still on; phone not forwarded; front door not locked.
2. Review opening and closing checklist so you know what you’re responsible for doing.  Work with your colleagues on the floor to complete these tasks.  Don’t leave the floor until everyone is finished.   
3. Leave the building together--there’s safety in numbers!  If you leave before everyone else, we won’t be able to respond if you should need help.
3. Safety Issues: Kick Stools
1. Two kick stools are stored under the desk on the 2nd and 3rd floor; 1 is stored under the Lobby desk.  Extra stools must be kept in the workroom--if you bring one out to use, put it back in the workroom when you’re finished.
2. We don’t want any customers (especially young children!) or volunteers hurting themselves by tripping over or falling off a kick stool.,

Quick Notes

1. Tag Arriving Holds:  All incoming holds must be tagged if they aren’t already, especially Central items.  This speeds checkout and supports your team members at the public service desks!  
2. Float Items: Check out items to be floated to the KEN-FLOAT account before you put them in a floating bin under the sorter. This account will hide the item from view in the catalog until it’s checked in at its receiving location.  
3. Sorter Tasks at the End of the Day:  Clear Outgoing Holds and Bin 9 Exceptions every day. They haven’t been checked in yet and need to be cleared the same day they were returned so the customer doesn’t get a fine.  
1. Outgoing holds get labeled and go into a Delivery bin ASAP--someone is waiting!  
2. Bin 9 Exceptions need to be checked in, then tagged, floated, or returned to Central.  
3. Turn around items waiting to be tagged the same day.  The catalog shows them as “Check Shelf”--ready to be checked out--and we need to get them on the shelves as soon as possible.

Upcoming Events

• Friday, December 2: Last Day of Pay Period; Staff Training--Alice on Business Reference
• Monday, December 5: Last Day to complete Cigna Health Assessment (and save $$!)
• Tuesday, December 6: SW Managers Meeting (Karen, Kitty)
• Friday, December 9: Payday!; Youth Services Meeting (Jasmine, Leona, Shanti); Staff Training--Alice on Business Reference
• Saturday, December 10: Staff Holiday Gala
• Friday, December 16: Customer Experience Managers Meeting (Karen, Kitty, Melinda)
• Friday, December 23-Monday, December 26: Library Closed for Christmas
• Sunday, January 1-Monday, January 2: Library Closed for New Year’s Day

Staff Meeting Notes 11-2-16

11:15 – 11:45 AM, Break Room

I. Updates (Karen):

1. Quick Notes
2. Floating Collection:
3. Safety Issues: Kick Stools; Reduce Slips, Trips and Falls Poster--the #1 source of accidents at HPL
4. Holiday Gala decorating challenge
5. Upcoming Holidays: Veteran’s Day (Nov. 11); Thanksgiving (Nov. 24 & 25); Christmas (Dec. 23-26), New Year’s Day (Jan. 1 & 2).

II. Quick Notes

1. Floating Holiday:  Floating holidays must be requested 30 days in advance and used by the end of the calendar year (Dec. 31)--the deadline is fast approaching!  If you haven’t already used your floating holiday, submit your Kronos request soon--they’ll be approved on a first come, first served basis.
2. Floating Collection: Circ Admin is rolling out a new account to check out floating items so they can be accounted for during the float process (much like the KEN REFURB account for the FLIP kits).  This means all items to float are checked out and disappear from our holdings.  
3. Discard Items in Poor Condition:
1. If an incoming hold is disgustingly nasty, please don’t check it in--the customer deserves better!  Discard the nasty copy and place a hold for another one.  (If it’s the last copy, call the customer with options, including Interlibrary Loan and HCPL).
2. If an item to be floated is in poor condition, don’t float it--your colleagues deserve better!  Discard it immediately (items in poor condition are approved for immediate discard).  
4. Book Sale Donations:  We smile and accept all donations.  
1. If some of them have to be discarded due to condition, take care of it later after the customer has left.  
2. If the customer asks your opinion about the saleability of items, you can offer “We don’t see much demand for this” or “We had some of these last month and they didn’t sell very well.”  People want to support the Library--we want them to know their effort is appreciated.  
3. If a customer wants a discount, let them know the books are donations and all funds raised support library programs.
5. Donation Slips: Put them in the manila envelope marked “Donation Slips 2016“ on the Time & Attendance desk.  Don’t leave them downstairs.
6. End of Day tasks:  Please clear Outgoing Holds and Bin 9 Exceptions each day--these items have not been checked in and need to be cleared the same day they were returned.  
1. Outgoing holds need labels and need to go into Delivery ASAP--someone is waiting!  
2. Bin 9 Exceptions need to be checked in, then tagged, floated, or returned to Central.  
3. While items are waiting to be tagged, the catalog shows them as “Check Shelf”--ready to be checked out.  Let’s get them on the shelves as soon as possible.

III. Upcoming Dates

• Friday, Nov. 4: Last Day of Pay Period; Youth Services Meeting at Central; Brainfuse webinar
• Tuesday, Nov. 8: SW Assistant Managers Meeting at Frank Express; Election Day
• Thursday, Nov. 10: Weeding Workshop at Johnson
• Friday, Nov. 11: Veteran’s Day--Library closed; Payday!
• Wednesday, Nov. 16: Open Discussion Meeting
• Friday, Nov. 18: CE Managers Meeting at Central; Last Day of Pay Period
• Saturday, Nov. 19: Energy Corridor Recycling Day
• Thursday, Nov. 24: Thanksgiving--Library closed
• Friday, Nov. 25: Day after Thanksgiving--Library closed; Payday!