Open Discussion Notes 6-8-16

11:15-11:45 AM, Break Room
Moderator: Nina
Recorder: Janalyn

• Computers having trouble opening certain files such as PDF: don't provide free printing.
• [Digital Strategies] looking for specific improvements on printer such as debit/credit card, scanning, etc.
• Use discretion.
• Smart Money doesn't have printer option for change on Misc.
• Community Center kids--help out with  printing since they are neighbors.
• Make sure patrons fill out a form for the meeting room!  No eating allowed; arrange meeting room forms in drawer by desk.
• Lobby duties--tagging, holds, help in Sort, etc.
• Request for more black carts.
• Volunteers pick up carts on each floor, can be run through sorting machine.
• Not everything has to be carted, some can be put back, especially board books.
• Find a lost card? Report it lost in Workflows!! Make sure to note who it belongs to and put it in Lost & Found.  If a computer card, it costs $1 to replace.
• Apps only filled out in blue and black ink ONLY.  Make sure apps are signed by an adult.
• Remember to scan library card and fill out all information.  Make sure app is completely  filled out by patron.  Do no allow children to fill out apps.
• New address = no app needed, just go to extended info and document old address.  If card needs to be replaced, new app needs to be filled out.
• Make sure Driver's License is current.
• Decluttering: no misc items in supply desk.  Misc items go in drive-up cabinet, such as earphones, library bags, etc.
• Remind volunteer to bring down unfinished carts.
• Drinking fountain [in 3rd floor] is shooting over.

Smart Money--Notes from the Training

Dimitri and her staff included a lot of information and background in addition to the information in the training handout.  Here’s a few key points I added to my handout:

1.       Key in the right amount!  This is especially important--all the time.

2.       Refunds: 

a.       Refund Found on Shelf items the full amount (cost of item plus processing fee), because we lost the item.  Refund Lost items the cost of the item only, because the customer lost the item (and later found it).

b.      Allow 2-3 weeks to process a refund check.

c.       Submit with the Revenue Refund Memo (on the Intranet) the customer’s receipt or a screen shot of the Fines Paid screen in Sirsi.

3.       Voids or Waives: No voids or waives in Smart Money once a transaction has been rung up.  Managers only can void a credit card  transaction before the sale is completed.

4.       Credit Cards: 

a.       No American Express cards

b.      No charges less than $1

c.       No charges more than $200.

d.      The customer must sign the original receipt and it must be put in the change drawer.  It is the customer’s authorization for the charge.

5.       Spare Change: can ring in as Misc or Booksale (like when a customer says, “Keep the change”).

6.       Non-Resident Cards:  for non-Texas residents, $20 for 6-month card, $40 for 1-year card.

7.       Deposits:

a.       Book Sale envelope includes book sale, earphone, and flash drive sales.  The funds are deposited at Wells Fargo.

b.      Fines envelope includes fines, replacement cards, bags and miscellaneous.  The funds are deposited in the city’s account at Chase.

c.       Credit card payments going to different accounts (such as book sale and bag combos), must be rung up separately so we have credit card receipts for each account. 

d.      Don’t staple envelopes together—they get separated when counted into private and city funds.

e.      Don’t highlight the Merc Cat sheet—the Financial Services staff marks the sheet as they count the deposit.

f.        If there’s not enough cash to complete separate envelopes for Fines and Book Sale, combine the deposits in one envelope with the  two Merc Cat sheets.

g.       If we don’t have enough deposit bags, we can combine separate days in one bag.  BUT we should be sending a deposit with each Delivery.

8.       Password or technical problems with Smart Money:  email Jeff Robin or call the IT Help Desk (ext. 31570).

Are there notes you made on your handout that I haven’t included?  If so, please share them with the rest of the team. 

Better understanding of Smart Money and our payment process will  improve our customer service!

Karen

Staff Meeting Notes 5-6-15

11:15 – 11:45 AM, 2nd floor conference room

1. Updates from Managers Meeting
2. Opening/Closing Checklist (Lauren)
3. Staff Development Day (Lauren)
4. Training: SRP Registration for FY15 (Leona); handout

Quick Notes

• HEAR Year Ending Soon: We have about 6 more weeks to collect statistics and documentation for this year’s reviews.  Karen and Lauren will start preparing year-end reviews in the beginning of June and meet individually with everyone starting June 18.  All reviews must be completed, signed, and locked by the close of the fiscal year on June 30.  And it’s not too soon to start thinking about your FY16 SMART goals--the new review period begins Monday, July 1.    
• Voids in Smart Money Manager: Once you begin to “Check Out” a transaction, you cannot void or reverse the process.  The TeleCheck machine (which processes checks and credit card payments) can void/reversel transactions (see attached handout) but once you submit the type of payment and amount in Smart Money, it cannot be reversed.  Handouts: Smart Money Manager and How it Works, TeleCheck-Payment Type Process.
• Smart Money Training: Please sign up for one of the SMM trainings scheduled in June and let me know which date, location and time you would like to attend so I can add it to the calendar/schedule.  See emails from Laurie Covington and Lauren on May 2,
• Texting and Music in Public Service Areas: Texting and listening to music in public service areas is not appropriate because it distracts you from paying attention to customers’ needs.  Texting or listening to music when customers are around tells them you’re not available or interested in helping them.  These activities need to be done in non-public areas or during non-public hours with the volume turned down low enough so you can hear someone speaking to you.  
• Workroom Doors: Make sure workroom doors are closed before public opening hours.

Upcoming Staff Events

• Friday, May 8: Last day of Pay Period
• Saturday, May 9:  April Monthly Report due
• Wednesday, May 13: Staff Training Meeting
• Friday, May 15: Pay Day
• Saturday, May 16: Children’s Book Celebration at Central (Leona)
• Wednesday, May 20: Open Discussion Meeting (need moderator and recorder)
• Friday, May 22: Last day of Pay Period
• Monday, May 25: Memorial Day, library closed
• Wednesday, May 27: Tech Training Meeting/ Management Team Meeting
• Friday, May 29: CE Managers Meeting (Karen, Lauren)
• Friday, May 29: Pay Day

Staff Meeting Notes 4-2-14

11:15 – 11:45 AM, Breakroom

1. Event Updates (Karen)
1. Systemwide Door Security from Planning & Facilities Division: “At no time shall secured doors be left propped open and unattended, or in any way left unsecured and unattended” (handout).
2. From NL Managers’ Meeting: Updates from Financial Services (handout).
3. New Digital Content Provider--Hoopla (handout).
4. Reporting Sorter problems.
5. Customer complaint about noise on the 3rd floor.
6. Sign-up Sheet for Open Discussion Meeting moderators and recorders.
2. Accelerated Reader Training (Leona)
1. See handout for information and assignment details.
2. Email the completed assignment to Meg by Friday, April 11.

Quick Notes

• Don’t forget to mark directional and reference questions answered on the stats sheet at each desk.  No marks=no more staff.
• Clean up your dishes in the break room sink.  Teamwork is cleaning up after yourself so your team members don’t have to.
• Check in Drive-Up holds correctly.  Customers will not be notified if the items are not checked in.
• After checking in holds from the paging list, mark the ones you didn’t find “missing” so your coworkers don’t have to keep looking for them.
• Shelve Delivery items that have been checked in by the end of the day or the end of your shift, so customers and coworkers can find them.
• Fill out “Out of Order” signs completely so the rest of us know what’s going on.

Upcoming Staff Events

• April 11: Last day of pay period
• April 12: Last day for AARP Tax Help   
• April 16: Open Discussion Meeting
• April 7-11: New Employee Orientation @ CEN
• April 20: Easter
• April 24: NL Managers’ Meeting @ CEN
• April 25: Sirsi Symphony Training @ CEN
• April 30: Staff Meeting

Open Discussion Notes, 9/4/13

11:15-12:50 a.m.

Moderator/Recorder: Meg

1.       Counting holds processed.

o   Reminder to staff to count/mark ALL holds processed, including those that come across the desk as check-ins, exceptions, etc. These can be tick marks on the stats sheet or entered into the holds form online.

2.       Pros and cons of assigning shelf-reading areas discussed.

o   Staff decided that each staff member should shelf-read while shelving any section of the library that needs to be shelved. (No sections assigned.)

3.       General Reminders:

o   Sirsi tips:

§  Double-check for patron records that were created online. Please have the customer complete an application form, move any holds from the temporary online account (if necessary), and delete the temporary account. (NO)

§  Try searching by DOB if you can’t find a patron’s record with name or Alt ID. (TD)

o   Exceptions cart: When assigned to the lobby/drive-up, please check in the Exceptions cart during quieter time. (AEB)

o   SmartMoney:  Please be careful to select “Book Sale” instead of “No Sale” when conducting a book sale transaction. (NO)

o   Workspace: Be respectful of others and keep your work area clean when on the desk, and leave it neat for the person(s) relieving you. (AEB)

o   Lost and Found: Please take lost and found items that you find on the third floor downstairs to the first floor. (RL)

o   Sorting room: Remember to place items neatly in the bins so we can maximize our space. Please don’t just throw items in the bins. (JK)

o   Shelving: Check with Regina if you are unsure on where certain YA items are to be shelved. (RL)

Open Discussion Notes 2-20-13

11:15 – 11:45 AM, 3rd Floor Conference Room

Moderator: Alice

Recorder: Leona

1. Stats
1. Record program attendance numbers as well as all directional and reference                       questions on weekly stats sheet.
2. Record outgoing and incoming hold stats on any sheet  (don’t forget clear holds)
2. IRS forms and instructions- What we have is on the table inside the entrance to the    building. Customers can print out forms or instructions on irs.gov website or check back to see if we have received additional forms. We have information on our blog.
3. Door count- Will be held again in April.
4. Patrons first at any desk, then help with other tasks
1. When you are at any desk, the patron comes first over whatever you are doing.  
2. But when you have no patrons at the lobby or driveup, remember that you can keep busy by sorting when there is no sorter, doing exceptions, tagging or even help shelve holds.  Take the initiative to start on anything that is needed to keep the floor clear.
5. Sorting
1. When being in the sort room, pay attention to patrons bringing back items.  Do not turn off the sorting machine to raise bins while  patrons are walking in and trying to return  items.
2. At busy times, stop only one bin at a time by unplugging it.
3. Help patrons when they have problems with the sorter or the voice keeps  sounding
4. Do not turn off the computer for the sorter at the end of the day during the week.  Only turn it off on Saturday night.
6. Safe
1. The code for the safe is [see Logins/Passwords on Equipment page].
2. Make sure all the bags that are in the safe are sent in with delivery. (Good idea to double check in the safe in case there is more than one bag.
7. Items with missing pieces -Put a note the item and its account when a piece in missing and put it on the repair shelf.
8. Notes on items
1. For discards, change to “Not in use”.
2. For missing item or overflow book,, change to “repair shelf”
9. Adult books
1. Keep only 2 copies of adult fiction on the shelf (pull another branch’s copy first)
2. Keep only 1 copy of any adult nonfiction titles.
10. Place topics for open discussion on topic suggestion site on blog
11. Use the counterfeit pen on bills $5 and up.
12. Only be courtesy to patrons.
13. Help keep books in the right section. Watch for adult books in the kids section or  adult graphic novels in teen.

Meeting Notes 10-24-12

11:15-11:45 AM, Break Room

Agenda

1. Schedule for Saturday Swaps (attached): send Karen an email with your choice ASAP.
2. November Programs (attached)
3. Cleaning demo--what to use for different cleaning problems (Angie)
4. Reporting cleaning problems (Karen)
1. fill out incident report within 24 hours (sample attached) (Intranet: Forms + Documents>Facilities>Incident Report Form
2. save in Incidents folder on G: drive.
3. name file: date-location-your initials-description of incident--name of person involved if applicable.  Example: 10242012-KEN-KL-Excrement in Women’s Restroom
4. email to NL Incidents and Kendall Incidents mailing lists (in Outlook under HPL)
5. print out copy and leave in Pedro’s box
5. Charge problems--what to do when a credit card transaction fails (Nina)
1. if you receive an error message, DON’T resend the transaction--the customer will be charged twice.  Unplug the machine and wait.  The charge slip often prints after a delay (and the customer has left)..
2. After receiving a error message, note on customer’s account that SMM failed, transaction approved, fine paid.
3. Report failed transactions immediately to IT Helpdesk, 31570.
4. Alternative:  offer customers option to process charges using the self-check card swipe (1st floor) or eCommerce on website (2nd, 3rd floors or online).
5. Self-check: customer scans library card, then swipes credit card; for paying total fines only; customer receives receipt.
6. eCommerce: customer or staff logs in to customer account on website; selects all or partial fines to be paid; enters credit card information; prints receipt from Print Center or staff computer.
6. Start planning holiday vacation requests and turn them in soon for following periods: Thanksgiving (Nov. 19-25), Christmas (12/17-25 and 12/24-30).  The library will be open regular hours on Monday, Dec. 31.

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Upcoming Staff Events

• October 25, 9:15-11:15: NL Managers’ Meeting, Central (Karen)
• October 26, 9-10 AM: Open Meeting with Meller Langford, Park Place.  Additional meetings on November 2 (Stanaker, tentative), November 5 (Smith) and November 9 (Vinson)
• October 26: last day of pay period
• October 31, 11:15-11:45: Open Discussion Meeting, 3rd floor conference room; moderator: Juli; recorder: Leona
• October 31: Halloween!  Wear costumes.
• November 7, 11:15-11:45: Program Planning Meeting, Workroom (Karen, Pedro, Alice, Brad, Cosette, Glen, Leona, Pam, Regina)
• November 9: last day of pay period
• November 12: LIBRARY CLOSED (Veteran’s Day Holiday)
• November 14: Program Registration Deadline for December programs (program information also updated in Kendall Library Programs calendar, Room Reservation spreadsheet, and monthly program list in Kendall folder on G: drive)
• November 14, 11:15-11:45: Staff Meeting, Breakroom
• November 16, 8:15-10:15 AM: Youth Services Meeting, Central (Leona, Regina)
• November 22 & 23: LIBRARY CLOSED (Thanksgiving Holiday)
• November 23: last day of pay period

Meeting Notes 8-22-12

August 22, 2012   11:15 – 11:45 AM
3rd Floor Conference Room

1. Updates:
1. End of Summer--Horray! (with cake)
2. SRP final results (Leona): record registration and completion; 8 weekly drawing winners and one grand prize winner (kids entered in drawings after logging 10 books); kids can use SRP books for HISD Millionaires' Club.
3. Circulating Periodicals (Alisa): don't check-out magazines without "c" on cover--we want to keep current issues on display so everyone has a chance to read them. Current issues checked out to branch for six weeks, don't override. Past issues with "c" can be checked out. Issues older than six months automatically deleted from Millennium; don't create an "on the fly" record to check out to customer; just scan as if checked out (magazine will be discarded/recycled when returned).
4. Annual Report (Karen): FY12 annual report highlights statistical trends, accomplishments and challgenges; Kendall was #1 branch in circulation for 11 months of fiscal year (#2 in April by less than 600 items after Stella Link). See below.

5. Other Updates
1. Nina: Smart Money incident--ran credit card twice after first swipe failed (said "try again"), customer charged twice, Business Office has to refund charges. After first failure, take customer to self-check to use eCommerce option. If transaction fails in Smart Money, make note in customer account and waive charges paid.
2. Nina: Bins in sorting room--please place items in bins neatly to make better use of space, doesn't damage items (Juli).
3. Albert: Desk in lobby looks junky, items scattered can't tell if books checked in or not. Space is limited--keep neat. Bring up for discussion at upcoming Open Discussion meeting (Karen).
4. Pam: Volunteer party was a success Staff applause. Thanks for contributions (Nina).

2. Calling in and Kronos (Karen)
1. When you call in an absence, please indicate whether you are using sick leave or emergency vacation.
2. When you call in a tardiness, please indicate the reason (see list below).
3. This information will be used to properly code your timecard.  Tardiness without a reason will be marked “unexcused”.
4. Please call 832-393-1887 within 30 minutes of your scheduled start time.  If you call early, please don’t leave a voice mail message; if no one answers, call back.

3. Open Discussions (Karen)
1. Starting September 5, we alternate informational/training staff meetings with open discussion meetings oriented toward addressing and solving branch problems.
2. One staff member will moderate and one will take notes, to be rotated among staff members. Nina volunteered to moderate and Alice volunteered to take notes at the upcoming meeting.
3. Bring issues and several possible solutions to the meeting.  The issues will be listed and one selected to be addressed in the meeting.
4. The goal is to end the meeting with a mutually-agreeable solution for the chosen issue.  Tabled issues will be carried over for discussion at the next meeting.

Adjourned at 11:50 AM
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Houston Public Library

Kendall Neighborhood Library

Annual Report FY 2012

Usage Trends

In the second full year of operation, Kendall experienced an overall reduction in service numbers--11% in visitors and service contacts, 13% in hours, and 14% in computer users—indicative of the transient, highly mobile quality of life in Houston.  Alief, which ranked 3^rd in visitors in FY11 (behind Stella Link and Kendall), moved to first place in FY12, followed by Kendall and Stella Link.  Kendall ranked first among branches in service contacts in FY11 and FY12, although this year the number dropped below 1 million to 975,857; overall HPL saw a 9% reduction in service contacts.  Kendall’s total circulation of 619,027, topped all branches for 11 months (the exception being April) and matched Central’s 7% overall reduction.  Kendall circulated more Juvenile items than any other HPL location—367,493, an average of 30,625 items per month—because many parents check out up to their circulation limit every two weeks. 

Significant Accomplishments

In October the Kendall Book Club celebrated its twentieth anniversary.  Several of the original members are still active in the group, which meets monthly September through May and reads widely from classic literature and bestselling fiction to history, biography and current issues.  In January we were able to expand our computer class schedule from two to six weekly classes when a part-time trainer (hired with BTOP funds) joined the staff.  The addition of a second trainer in March relieved a staff member who had been teaching many of the classes. The first week of the Summer Reading Program we were surprised by the over-capacity crowds for Toddler Storytime and the featured SRP event, leading to gridlock in the parking lot.  We quickly created a plan to manage the situation, deploying staff outside to direct traffic and assist customers. We posted “Parking Alerts” to notify customers about capacity times and made signs to direct traffic efficiently.  The branch has become a popular location for recycling in the community.  We have three bins on site (8-ton and 4-ton general recycling bins and a 4-ton paper recycling bin) which regularly fill to capacity within days.

Significant Challenges

Last summer’s drought claimed several trees on the property, both existing and newly-planted ones. The prairie grass and flowers planted during the previous year went dormant until we received some rain last winter but when they finally sprouted and bloomed, the sight was glorious with bright green grass and colorful wildflowers covering the ground along the fence. Staffing continued to hover at minimal levels.  One long-time staff member retired at the end of December, the assistant manager was transferred to a new position in February and one full-time staff member requested a change to part-time status in March.  The branch received a part-time Customer Service Clerk in December, as well as a full-time CSC and a new assistant manager in March.  We were helped by the temporary deployment of staff from other locations; they quickly learned how to use our specific equipment and adapted to the challenges of functioning in a three-level building.  Adequate seating on the 2^nd (Adult) floor continues to be in heavy demand.  In addition to computers users, lots of customers use the branch’s wireless connection and fill every available seat in addition to the two study rooms and the conference room, which is open for seating whenever no computer class is scheduled. 

Submitted by Karen Luik, Kendall Branch Manager, 8/17/12

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Kronos Standard Comments (to document any change or alteration to the employee’s schedule)