I have noticed recently that course reserve books have been leaving the circulation desk without being checked out. At times the student’s ID has been taken but the book wasn’t checked out to the patron, other times neither the ID was taken nor the book checked out. Please know that this mistake has both serious workflow consequences and demonstrates poor customer service:
Customer Service: Our patrons deserve excellent customer service – not checking out books is poor customer service. Course reserve materials are heavily used, highly valued books. When these items are unaccounted for we create unnecessary problems for our students. We also create a bad impression of the library.
Work Flow: As having books properly checked out tracks which patron has what course reserve book and when it is due back, this oversight means someone must take the time to fix this mistake. Additionally decisions about purchasing and placing items on Course Reserve are determined by the circulation activity of the item. Debra tracks this and works with Rose to ensure we are not purchasing titles that never circulate. Accurate circulation statistics for these items are very important.
Checking books in and out is one of the primary responsibilies of your job here in the Library. As such, we expect that you are able to consistently fulfill this responsibility. Ask questions if you need help or are uncertain. Take a break off the circ desk if you are feeling overwhelmed or need some time off.
Over the course of the Summer Semester Debra, Hope, and I will be reviewing circulation procedures with all of you to ensure that everyone knows the basics. Please feel free to ask questions. In addition, if you have any ideas on how to improve workflow or customer service, or any other aspect of the library, please share them with us.
Thank you for you attention to this important matter.