Service Innovation Team (SIT) Meeting

 

May 5, 2016

 

Minutes

 

Attendees: Chris Arrowood, Patrick Atkins, Felicia Brisco, Paty Bustamante, Robin Cabrera, Lisa Carrico, Laurie Covington, Sylvia Espinosa, Pedro Fonseca, Edgar Fuentes, Djuina Hammett, Judith Hiott, Janna Hoglund, Saima Kadir, Fred Schumacher, Tim Siegel, Dominick Spinelli, Mary Wagoner, Lauren Wilcox, and Celeste Diaz

 

Minutes by Celeste Diaz

 

Claims Returned System (Edgar)

• Edgar suggested creating a spreadsheet listing all items under "Claims Returned" status (Google docs so it can be shared with staff).
• As an alternate suggestion, can a form be created on the intranet? This would only be completed if the customer claims to have returned an item. What would be the required fields for this form? Once the web form is completed, can the data be populated into a report? Judith and Fred will discuss with George Eggleston.
• When an item is placed on Claims Returned status, it appears on the On-Search list of the owning library (for example, if a customer checks out an item at STE and supposedly returns it to MEY, it will show up on STE's On-Search list).
• Paty, Sylvia, and Fred have been working on a procedure for Claims Returned:        

          - Customer calls Telephone Reference (TR) and claims to have returned an item. Staff member in TR

              will do a shelf check. If the item is not on the shelf, LST (Sylvia's Team) will call all locations that may

              have the item.

 

• Very important to follow through with customer claims. Be sure to write notes in customer's account every time a search is done.
• Is it possible to choose a location in Sirsi? Yes, this could be an added enhancement.

Reservation Station (Fred and Judith)

• Main goal was to eliminate Computer Use Cards altogether
• Do staff members need to request ID from the users in order to issue the passes? Not necessary
• The new reservation system uses the same pin # as the My Link card.
• A guest pass is good for one day, and the customer has immediate access to computers.
• When signing up for a computer with your library card, the screen shows every digit that the customer is typing. The monitor is mirrored by the TV screen on the wall, so unfortunately, library card numbers are being exposed. This is a major security/privacy issue, and Robin will work on masking the digits immediately.
• Do not renew Computer Use Cards; offer customers a guest pass.
• Library cards take an hour to update in Sirsi. Encourage customers to renew their cards, but also offer them a guest pass if they need computer access immediately.
• Laurie suggested to rename them "One Day Passes" instead of "Guest Pass"
• Digital Strategies is working out all the issues at Central first before expanding to other locations. DS will also be working on staff training.
• For statistical purposes, record on days the passes are used.
• Customers are allowed to extend sessions in 15-minute increments; the system will only allow this if there are more than 3 computers available (this can be customized for each location). There will be 10-minute intervals between each reservation (this can also be customized).
• The new system also has a messaging feature (closing announcement, breach of internet use policy, etc.)
• Can customers select a specific station? This is available from the staff side, but it is discouraged because the system might double book a computer.

Promoting Databases (Laurie)

• HPL is forming a partnership with HISD, so staff needs to have better knowledge of our databases.
• Staff needs to be prepared.
• What about featuring a database every month? Or featuring them by theme on the intranet?
• Patrick suggested adding database knowledge to the skills test
• Brainfuse is a very expensive database but gets very little use
• Kendall provides staff with training during staff meetings
• Can we determine which databases HISD will be teaching their students?

TLA and PLA Thoughts (Mary)

• Bay Scan scans a customer's driver's license and automatically populates the information (library card application). The machine requires an enriched barcode. This would not only save time for staff members, but also reduce data entry errors. (See attachments below)
• Eliminating paper applications. Customers who sign up for a My Link account online will have immediate access to HPL's electronic services (for 3 years). If they want access to books and other materials, they must go to a location and pick up a card.  An email will be sent to the customer if there are any discrepancies in the application.
• Veterans Services:

           - Connect Ed has extended their services to military families

           - Instead of saying "Are You a Veteran?" try saying "Have You Served?" The interaction may be better

             since most veterans don't identify themselves as veterans.

           - Use the correct terminology; for example, do not call a Marine a Sailor

           - Changing perceptions and eliminating typecasting

           - Providing services to veterans to access military records

           - Sherry Turkle says to "keep libraries as places of relationships, not transactions"

           - Mary will share these resources with Dominick and Tim.

 

Rotating Large Print (Patrick and Djuina)

• Rotate collection within grouping: One bin every month? Genre exchange?
• Can Collection HQ generate a report? What information would be necessary to generate a report?

Long In Transit Lists (Patrick)

• Is it possible to get a list similar to the On-Search list?
• The Digital Library Assistant (DLA) can scan tagged locations to see which items can be pulled.
• The DLA needs to be loaded with a list of items to look for (In Shipping, In Transit, Missing, Floating)
• Can this be done at Robinson since they will be renovated soon?