March 2010 Archives
1. I know we are all really good about telling patrons their due dates during the check out process. What we might need to be more aware of is whether the patron is actually able to hear what we are saying. Each circulation desk has issues to overcome. The 2nd floor can be like a canyon with our quiet voices swept away into a void. B desk has the humming and buzzing noise of the Wise Owl to drown out our voices which sometimes means nearly shouting to be heard.
Paying attention to whether the patron actually hears us when we tell them the due date or any other necessary information is important. When checking out short term loan items, where email reminders will not be of service in getting items back on time, I tell the patron how long they can use the item, either 2 hours, 1 day or 3 days. Then I tell them the actual due date and time. Of course, I am observing their facial expression to see if this information is registering and listening to background sounds to determine if I am talking loudly enough.
During the break a student drove here from Rochester just to return an overdue DVD. He said he was not told the DVD was due in 3 days.
2. When checking in/discharging materials slow down your pace and look at the computer screen after you wand in the barcode. There may be a pop up message that you must respond to or the item will not check in properly.
Recently we have had a few more items that have been re-shelved that were still checked out to patrons. It can be very upsetting to patrons who are sure they have returned an item but find that is still on their library record. Taking the time to call the library and try to "straighten things out" is an annoyance we can prevent if we again slow down during check in and look at the computer screen after each discharge to ensure each item has been properly discharged.
We appreciate all that you do but want to work to make things better. Thanks for your help!
I was hoping someone could pick up my Friday shift, the dreaded opening 7:45-1:00. I have a make up exam in the morning and this was pretty much the only option my professor gave me to take it. I could even come in after the exam, but that wouldn't be until like 11 or 11:30 probably. I'll put it on the board today. Thanks guys
Hey guys it's a short notice but would anyone be interested in taking my shift this upcoming Sunday? I've got a Final (yep) this Monday and I'm going to need as much time as I can get to study.
If you're interested please let me know ASAP via email. Thanks.
Hey all, I'm offering up a shift I'm sure nobody wants but I just found out I have my first marketing training opportunity with Farmers tomorrow, and I would rather not miss free training/free leads (If I go, I'll get roughly $200 in free leads). If you can take the shift, please sign up for it on the board. Thanks.
Customer service surveys are being distributed at Bio-Medical, Magrath, Walter, and Wilson Library service points. When assisting users at the desk, staff should ask if the person is willing to fill out a survey. The surveys are meant to be anonymous. Patrons should place the completed survey in a box which will be at each desk beginning Monday, March 22. The purpose of the survey is to gather current user perceptions of service. The survey will run for 7 days.
It is time for the Customer Service tip of the week. This weeks tip is Respect. That means to show that patrons are not treated as disruptions and they are treated as humans, not interruptions. It can get busy at the desk or when shelving, but we need to remember that to give good customer service, we need to put the patrons first. We need to greet and acknowledge each customer in a way so they feel welcome, but also so they know that they are not bothering us if they have a question. We are here to give them directions and explanations if needed. If all this is done, we will all be providing excellent customer service.
My sister's changed the party date, realizing it's Easter on the 4th (I believe.) So, the party's going to be on the 11th of April. Can anyone take my shift that day instead, from 12-6? I'd really appreciate it.
Aleph will be down this weekend to upgrade the Aleph database and software. Beginning Saturday, 3/20:
- Do not open Aleph. Instead, check-in and check-out all library materials using Offline Circulation. Offline Circulation is only on one computer at the basement desk (the one closest to the network printer). To open Offline Circulation, double click on the Offline Aleph icon on the desktop.
- 2nd Floor staff should refer all users wanting to check-out materials to the basement desk. All transactions must occur on the designated computer.
- Basement staff should check-in returns using Offline Circulation. After checking them in, place ALL RETURNS, Walter, Wilson, Magrath books, Walter Reserves, SMART Videos, etc., on the designated shelves behind the Reserve collections. The shelves will be clearly labeled.
- Patrons will be unable to access "Your Account" and there will be no Get It/Recall functionality.
- There will be no shelving or pickup over the weekend. Duties will be reassigned.
On Monday, continue using Offline Circulation until given the all-clear. Please let us know if you have questions. Thank you!
My nephew's birthday party is coming up, on April 4th (Sunday), and I was wondering if anyone could take my shift from 12-6. My sister's been planning it since Feb, since my nephew's turning 2, and I would hate to miss this big day.
Sunday, March 14 at 2:00am, Daylight Saving begins. Time to turn your clock ahead one hour. If you work on Sunday or have something fun scheduled on your vacation, you will want to remember this, so you are not late.
Hey guys, I know this is kind of last minute but.... I was hoping someone could PLEASE take my Friday shift, this Friday the 12th. It is only 2 hours, from 12-2. I just found out my class is canceled that day and I would love to have an extra day at home with my family before I leave for Florida.
Spring Break schedules (SAT March 13-SAT March 20) are ready to be picked up. They are on the shelf in Mary's office.
**** Note: We go back to the regular Spring Semester Schedule/Hours on SUNDAY, MARCH 21.****
Hey all, I will be going out of town the last weekend of Spring Break, so I will need someone to take my Sunday shift, since it is part of the regular semester schedule. The shift is
Sunday, Mar 21
It is a short shift and all of the desk work is on the 2nd floor! I am willing to take a Saturday shift or a Thursday shift for it (as long as it is not that weekend, silly). So let me know! I would appreciate it incredibly! If you would like baked goods also, I would be willing to compensate you for your trouble.
Thanks, and let me know!
Weighing in at 9 lbs., 1 oz., at 21" this pugilist, er, newborn is ready for her bout with the world, er, actually, that sounds about right. Her fans may know her as "The Hammer," but her real name is Nora Hilja. Thanks to everyone for taking my shifts in my absence, so that I may change her diapers and admire her flaming red hair!
Hey guys! Can anyone take my Sunday shift? Or the first half maybe? My parents want me to go down to Madison and go skiing with the fam. I work 12-6. I know that its a rotating Sunday shift, so maybe one of the other Sunday rotators would want to swap even?? Let me know soon so I can make plans with the rents about a hotel!!!! Thanks guys!
Guess who has another audition? This one should be a lot easier though because it's on campus. The only time-slots available were during my Friday shift, so it would be really helpful if someone could take the 10-11 portion of my shift this Friday. Please let me know as soon as possible if you can help. The hours are up on the board if you want to sign up for them.
And now for another exciting installment of "Walter Gate Counts." We last left off climbing out of the winter break with 40,000 some visits in January. Will the patrons return in droves? Will studying students be manifest? Will the lack of seating become rampant once again? Rest assured dedicated readers that, yes, all of the above. In Feb. we saw 81,394 visitors. That's up from 79,059 in Feb. last year. Kudos gate count keepers! And keep up the good work!