Customer Phone Inquiries about Accounts

From Alisa Baker, 1/8, 3:19PM:
Fred,

We wanted to clarify what information can be given over the phone about patron accounts. We had a staff meeting yesterday and many of the staff were unclear as to what info can be given out if the patron knows their library card number, i.e. pin, name etc. Would you please clarify what information can be given out over the phone?

From Fred Schumacher, 1/8, 6:08PM:
If the phone customer provides his/her library card number, you may give checked out item information, fine information and the like.  You should not give out PINs.  I would be suspicious of a customer calling to get the name for a library card.  Likewise, I would be suspicious of someone calling to get personal contact information on a library card.  if it is the customer’s card, s/he should know that information, shouldn’t they?

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Staff Meeting Notes 1/7/15

Kendall Staff Meeting, 11:15 – 11:45 AM, Breakroom

1. Updates & Reminders:
1. New Year’s Resolutions (Karen). Discussed shared resolutions for staff: keep sorter room and public service desks neat; have a another dance party; help all customers use self check. Handout: 15 things to make time for in 2015 (from The Container Store).
2. Work Flow/ Daily Tasks (Karen): Michele Gorman has asked managers to compile a list of daily tasks. Karen will post on blog so everyone can review and contribute. Due Jan. 23. The List. The Blog post.
2. Circulation Updates (Alisa): Train-the-Trainer meetings with Circ Admin coming up soon.

Quick Notes

• Deputy Director of Customer Experience Staff Chats: Michele Gorman wants to meet monthly with public service staff and will be hosting lunch chats (with pizza!) throughout the system.  Kendall is in the region with Alief, Robinson-Westchase, Walter and Southwest Express.  Our meetings will be Wednesday, March 11, 11:30-12:30, at Alief, and Thursday, September 17, 11:30-12:30, at Walter.  You are welcome to attend either meeting--let Karen know in advance so she can add it to the schedule.
• Building lights on 24/7:  Following the string of library break-ins, Michele and John Middleton asked each location to leave all lights on overnight.  GSD came Monday and turned of the timing, so the interior lights will stay on unless you manually switch them off. Please pay special attention to the lobby, sorter, delivery, and meeting room lights on the first floor, since this area is the most visible (and accessible).  
• Meeting Room Reservations: Every customer using a public meeting room must fill out a room reservation form, even if he or she is just studying.  There are two reasons why this is necessary: 1) the rooms are public meeting rooms and events (even personal study) must be open to the public; 2) if something happens (the projector was stolen out of the 1st floor meeting room), we have contact information for the person reserving the room.  The meeting rooms on the first and third floors should be locked when not being used for security reasons; because the 2nd floor room is glassed in, it’s easy to see what’s going on in there.  The study rooms on the 2nd floor can only hold 2 people, so they’re not considered public meeting rooms and don’t require a room reservation form.
• Window Blinds: You can close or adjust the window blinds during the day to block sunlight, but they must be fully opened (at least, those that are operational) at the end of the day so interior of the building can be seen from those passing by.  We want them to notice what an attractive and appealing space the library is.
• Credit Card Sales: When ringing up a credit card sale, please make sure the amount on the charge slip is the same as the amount entered in SMM.  We had a customer recently who was  charged $1.80 for $18.60 in fines credited to library account--a bargain for them but a disaster for us.

Upcoming Staff Events

• Friday, January 9: Pay day
• Friday, January 16: Last day of Pay Period
• Wednesday, January 21: Staff Training Meeting: I. Readers’Advisory for Kids (Leona); II.  Readers’ Advisory for Adults (Alice)
• Wednesday, January 28: Open Discussion Meeting

Open Discussion Notes 11/26/14

Workroom, 11:15-11:45AM         Recorder & Moderator: Leona

1. Obituary assignment- questions and comments were made about the assignment to Alice.
2. Delivery printer- discussion started by Julie.  
1. We don’t have to touch the printer to have it print.  It will give you a hold paper and a blank sheet after scanning the book on hold. Just collect the blank sheets to use again.
2. Also, the cartridge in the delivery computer is overfilled and extra ink is coming out, causing messy copies. Albert was made aware of this problem.
3. Star printer.  Someone is turning off  the star printer at various computers. When it comes back on it prints old jobs (many of them). It should not be turned off or the print jobs should be deleted.
4. Team leaders for the new structure of the library are: Theodora Muokebe, Pedro Fonseca, Patrick Atkins.  Note- They have not started these duties officially, since they are waiting for back-filling promotions that have been made. Shammi will be going working with the foreign language collection.
5. Karen will be gone for two weeks from Dec. 3-17. We are to contact Theodora with any problems.
6. Programs.  
1. Use the program tracker found in the G-drive to list all the programming.
1. The programs in this document do not need to be put in in order- they can be sorted.
2. The Winter Make-&-Take Craft was not in there for Dec.
2. Jennifer Schwartz had sent an email about MLK day, asking for ideas and what we are doing.
3. c. AARP Taxes will begin February through April 15
1. We will be getting less forms this coming year.
2. ii. Eventually the paper forms will be phased out and everything will be done online.
3. iii. The new JK Lasser Tax books have come in.
7. Holiday CD display will be on 2rd floor.
8. Box in the lobby is for the Mission of Yahweh. There is a sign above and on the side with what can be donated. These things are for the homeless and needy families.
9. Need programming meeting in the new year.  
1. Idea- Temeka says people are requesting more food programs like the ones done last summer. Maybe she can do one with Jasmine.
2. Idea- Need ideas for after school programs.