January 2010 Archives

Courtesy Card Usage

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Hello all,

It has been requested that all the libraries review the use of courtesy cards when it comes to helping patrons. Magrath Circulation has a courtesy card with $10 in value in our locked key box. This value is reset to $10 at the beginning of every month.

When to use this card to help patrons:

* When there is a mechanical/technical error with the printer or the
  copier including a jam or other problem and the patron has lost
  money on their own card.
* When there is a computer issue when sending the job to the
  uniprint station such as if a patron chooses black and white and
  is charged for color printing.

When NOT to use the courtesy card:

* Do not use the card if a patron says they do not have a UCard or
  enough money to print even if it is "only" one page.  If the
  patron does not have a UCard inform them they may buy a copy card
  from the Value Port, but be sure to tell them that the card costs
  $1 and that it comes with no value on it.
* Do not use the card if the patron is complaining about something
  which you determine to be a user error.  If the patron printed
  extra pages they didn't want such as almost empty pages from the
  internet we cannot refund them.

When using the courtesy card do not hand it to the patron. Always use the card yourself so that we do not lose the card and so that it is not used for things it shouldn’t be used for. If using it yourself keeps you away from the desk for a short while get Perry, Alli, Steve, or I to cover the desk while you use the card. When you’re done using the card remember to put the value remaining on it and the date on the little brown case so we can keep track of the value. In summary, use the card to help people with mechanical or technical problems, but do not use the card if the problem was user error or if the patron does not have a card or money. Also, if a patron becomes upset that you are unable to help them because of user error please get a supervisor to speak with them or if none of us are available give a business card to the patron. If you have any questions about any of this such as what constitutes mechanical and user errors please let me know.

Thanks,

Nick Fugate

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