Standard Notes on Cards
There are a number of common situations in which a note is needed, for communication purposes, to limit confusion for staff and customers. The following Standard Notes are the format to be followed. Please remember that after any note on a customers card you must include:
- Branch Code
- Date (MM/DD/YY)
- Staff Member's initials
Any notes other than Standard Notes must be initialed by Manager or Assistant Manager.
For All Staff
SITUATION |
MESSAGE IN NOTES |
EXAMPLE OF SITUATION |
|---|---|---|
| Card reported LOST / Card found in branch | LOST CARD - [Branch Code]-[MM/DD/YY]-[Initials] |
Customer reports (telephone, customer service feedback, chat, in person) card as lost but does not have a replacement card issued. OR Library card was found in branch by staff or by customers and turned into EPL staff. |
| Card reported STOLEN | STOLEN CARD - [Branch Code]-[MM/DD/YY]-[Initials] | Customer reports (telephone, customer service feedback, chat, in person) card as stolen but does not have a replacement card issued |
| Reciprocal Borrower's card not authorized | __________ CARD NOT CURRENT - [Branch Code]-[MM/DD/YY]-[Initials] | When Reciprocal Borrower branch is contacted they state that the customer's card with that library is not current. |
| Borrower information incomplete | VERIFY BORROWER INFORMATION - [Branch Code]-[MM/DD/YY]-[Initials] | This could pertain to a variety of information on the customer account such as verifying address, or adding in Postal Code or verifying birthdate or phone number. |
| School Library Card Project information incomplete |
SCHOOL LIBRARY CARD PROJECT. PROFILE INCOMEPLTE: [state missing/incomplete information] needed. [Branch Code]-[MM/DD/YY]-[Initials] |
Information unclear/missing on the School Library Card application form. |
| Need confirmation of city residency | CITY RESIDENCE ID REQUIRED [Branch Code]-[MM/DD/YY]-[Initials] | |
| Parent/Guarantor no longer responsible for juvenile | SUSPENDED AT PARENT/GUARANTORS REQUEST - [Branch Code]-[MM/DD/YY]-[Initials] | Parent/Guarantor no longer wants to be responsible for the card. |
| Mail Returned (Library Notice returned) | RETRNMAIL: YES | |
| Account sent to Collection | COLLECTION ACCOUNT [MM/DD/YY] - [Initials] | |
| Non-independent adult | Guarantor is the customer’s legal guardian and is entitled to full access to this account. [branch / date/ initials ] | An adult with a legal guardian requests a card. |
Managers & Library Services Coordinators Only:
SITUATION |
MESSAGE IN NOTES FIELD |
EXAMPLE OF SITUATION |
| Borrower suspension (from all EPL locations) |
Suspension from EPL until [MM/DD/YYYY ] |
There could be a number of reasons that a customer may have a suspension from a specific or all EPL locations. The customer will have received notification of their suspension. |
| Suspension |
Suspension pending [MGR initials] [mm/dd/yy] |
The manager has requested a suspension, but the customer has not yet been notified. |
| Item limit reduced | Borrowing limit adjusted on [MM/DD/YY]. This limit may be reviewed by a manager on or after [MM/DD/YY]. [staff name/initials] | If a large value of fines is waived by a manager, they may limit the customer's borrowing for a year or more. Note that the phrasing of this standard note used to read "Card profile may be reviewed on or after [date]". If such a note is encountered, and the review date is in the past, it should be forwarded to a manager for review. |
| Internet Suspension. Cardholder is suspended for inappropriate us of Public Computer | SUSPENSION FROM INTERNET USE AT [Branch Code(s)] BY [MGR/ASST. MGR] UNTIL [MM/DD/YY] | This could be for a variety or reasons from using another customer's card without their permission to viewing inappropriate material. |
| Internet Suspension. Child is suspended from Internet access at Parent/Guarantor's request. | AT PARENT/GUARANTOR'S REQUEST SUSPENSION FROM INTERNET USE AT [Branch Code(s)] BY [MGR/ASST. MGR] UNTIL [MM/DD/YY] | Parent/Guarantor requests that their child no longer have internet access. |
| Internet Suspension. Someone other than the cardholder is using the card to access the Public Computers. | CARD USED BY SOMEONE ELSE. SUSPENDED FROM INTERNET USE AT [Branch Code(s)] BY [MGR/ASST. MGR] UNTIL [MM/DD/YY] | When it is discovered that a customers library card is being used by someone else to access the Public Computers. |
| CNIB referral for access to CELA program | Agency Referral – verify borrower information and adjust borrowing limit [mm/dd/yyyy] Initials | Check customer's ID and adjust account to appropriate profile |
Notes for Unfilled/Cancelled Holds
The ILSteam has devised a system to deal with customer holds that become ‘orphaned’ when there are no circulating copies remaining in the system to fulfill it. A process devised by our brilliant ILS administrators automatically cancels customer holds if there are no viable copies, and an email is sent to the customer alerting them to this.
HOWEVER! Not all customers have an email on their account (yet…). For those who do not, a circulation note is automatically added to their account. Until now, that note has read:
Hold cancelled on <title> <date>
However, due to some staff confusion, we’ve tweaked the message. The new circulation note will read:
Hold Cancelled, no copies available – CMA – <title> <date>
These changes are not retroactive – Accounts that have the old message on them will not be changed to reflect the new message. Please do not delete these messages until a conversation has been had with the customer. Once you are satisfied the customer understands the reason their hold was canceled, then you are ok to delete the note.
(Revised July 23, 2015)