Open Discussion Notes 9-23-15

Workroom, 11:15-11:50AM

Moderator: Lauren; Recorder: Karen

Attending: Lauren, Albert, Karen, Janalyn, Alice, Jose, Alisa, Doug, Trish, Jasmine, Pam, Temeka, Leona. Absent: Evin, Iffat, Nina, Shanti (notes in mailbox).

1. At Closing--Teamwork and Customer Service.  Don’t forget to:
1. Forward the phone, 2nd floor (this morning answered call from customer with fine problem because phone not forwarded).
2. Record the gate count, 1st floor (power went out overnight and we lost yesterday’s visitor count).
3. Don’t leave bins unplugged overnight, 1st floor (it creates more exceptions the next morning when items mis-sort).
4. Label outgoing holds so they can go out in Delivery in the morning, 1st floor (this morning labelled three bins of outgoing holds which missed Delivery and will sit until tomorrow to go out).
2. Sorter Problems:
1. Books sorting to wrong bins but looks okay to TechLogic when they check logs.
2. Copy Fred, Jeff, and Patrick on emails to Helpdesk or TechLogic about sorter problems to keep them in the loop.
3. Wait a few seconds after green light before sending next item through because books are stopping on the belt--given them enough time to clear.
3. Deposit:
1. When bagging money at the end of the day, don’t just throw it loose in the bag. Loose bills get stuck in the bag and make it more difficult for the person doing the deposit the next day.  
2. The coins should be in the correct bag and the bills wrapped around the coin bags with a rubber band.  
4. Sorting Room:  
1. Please don’t dump books on carts, especially when they’re mixed up.  Items are going on the wrong carts, which creates extra work for a colleague.  
2. If you don’t have time to put books on a cart in order, dump them in the correct bin for someone else to sort.
3. When full bins are stacking up (especially when there are 4 or more), take the initiative to unload them and put the material on a metal cart in order, so it is ready to be reshelved.  
4. Don’t leave ½ full carts in the sorting room--it wastes carts and takes up space.  Add the books to another cart already underway.
5. Send languages not at Kendall (we have Spanish, French, Japanese and Russian) in the float bins to LMS; they will send to locations with those languages.  
5. Blank (Unscheduled) Hours:
1. There’s plenty of shelving to do--use your unscheduled time to help us clear shelving every day.  
2. If shelving is done, then shelf read. Most staff have Shelf Reading as a SMART Goal; for a 3, you should be averaging 1 hour/week.  
3. When you’re on the clock, you should be using unscheduled time for work duties.  Limit personal activities to your lunch hour and 2 15-minute breaks.
6. Delivery/ Holds:
1. Don’t put tems on the holds shelve which are supposed to be at other locations  (this week removed 60+ items on hold shelves for customers at other locations).  This is careless when items are clearly marked and unfair to customers waiting for their holds.
2. When handling paging or Delivery, always separate items for KEN (staying) from items going to other locations (going).
3. When checking in holds/delivery, use the following Sirsi functions:
1. Labeled: use Receive Transit (doesn’t print label
2. Not Labeled: use Discharge (prints label)
3. Bookdrop: use Discharge or Bookdrop Backdate (prints label)
4. This will keep the Spool WIzard from filling up with unprinted labels.  Also, make sure to clear the Virtual to Print Wizard before you leave the computer.
4. The MaxStick Label paper is in demand.  Albert is ordering it regularly so we have enough on hand but don’t waste it (for example, don’t print labels for non-hold items going back CEN--just put them in the CEN bin).
7. Book Drop:
1. Empty both bins each time.  Don’t let material pile up in the second bin.  It’s not fair to customers who have returned items to not check them in promptly.
2. The door to the second book drop is not opening/closing easily.  This should be reported so it can be fixed.
8. Desk Supplies:
1. Leave tools such as staplers and tape dispensers at each public service desk (and the workroom).  If you borrow them to use somewhere else, return them when you’re finished.  (Apparently the 2nd floor stapler is missing because it was taken by a customer.)
2. If customer want to borrow scissors or a stapler, let them use it at the desk.
9. Laptops:
1. Don’t leave laptops at the public service desk overnight.  They need to be locked in the charging cabinet so they can recharge and vulnerable to theft.
2. The public laptops are charged in the right-side compartment of the charging cabinet--that’s were the chargers are.  (The left side is empty.)
10. Coin Copier
1. The Coin Copier technician says to flip the copier paper over if it is wrinkling during printing.  (Or fan it when reloading the paper tray.)
2. Use the bypass login to help customers with printing problems--charged but not printing, wrinkled paper.  Use the abandoned print cards for customers with change or money problems.  Refer customers with frequent printing problems to call Coin Copier for refunds.  Use your discretion to help customers with printing issues.
11. Above and Beyond:
1. When you provide extraordinary service to a customer, ask them to fill out a comment form.  We appreciate the acknowledgement
2. Thank you to Alice for preparing the schedule Monday morning.  We all pitched in to get things done!