June's Topic
This month we will focus on familiarizing you with HPL's Twiki and HPL blogs. The links are directly to the right of this post. Please search these links for the following information:
1. Who has agreed to run the Mystery Book Club for Central?
2. Where can you learn information about working with angry customers and filling out incident reports?
3. When are customers referred to the collection agency (UMS)? What is the full company name for UMS?
4. Where do I find resources highlighted in eSTAR trainings?
5. Where can I get a copy of the World Languages Collection plan?
6. Where in the world is (do I find) Mike Van Campen?
15 comments:
2nd question's answer: Go to HPL Wikis.
Select Web Topics
Alphabetically you'll see Angry Customers and Incident reports
Answer to Question # 1:
Look to HPL Wikis.
Select Book Clubs. (see below that Marcia Chapman has volunteered to be the head of that group.) BookClubs > BookClubSignUp
Book Club Sign-up Page
Would you like to facilitate a book club at the newly renovated Central Library? The Programming and Outreach Team is looking for a few good volunteers to help with book club programming. If you're interested in participating in one of the suggested book clubs below, or if you have an entirely new suggestion for a book club, just type your name and/or your suggestion in the space below. Don't be discouraged if someone's already volunteered for your ideal book club; we will likely need more than one person. Thanks!
Classic Fiction
Sarah Borders
Jennifer Schwartz
Fiction/Dublin Award (Read with Us)
Darcy Casavant
Fiction Lite
Meryalee Annison
Leslie Reeves
Mystery
Marcia Chapman
Nonfiction/Biography/History
Mike Van Campen
Sondee Weiss
Back-up Facilitators
Paty Bustamante
Saima Kadir
Claire Lecompte
Karen Luik
Sandy Silverman
Amy Taylor
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Webs HPL Main Sandbox TWiki
Copyright © by the contributing authors. All material on this collaboration platform is the property of the contributing authors.
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Answer to question #3: Once more select HPL Wikis and Web topics under that, and Collections UMI for what UMI stands for and when a customer's account goes to collections.
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r1 - 16 Mar 2008 - 22:27:04 - KarenLuikYou are here: TWiki > HPL Web > ManagersManual > BranchOperations > CollectionsUms
4.4 Collections/Unique Management Services
4.4.1. When a customer’s library card account fines exceed $10.00, their account is blocked. When fines exceed $25.00, the account will be turned over to Unique Management Services (UMS), a collection agency that specializes in service to libraries.
4.4.2. When a customer receives notification from UMS that their account has been placed in collection, they may pay UMS directly or pay at the library. A $10.00 collection fee will be assessed.
4.4.3. Any fines on missing items do not show on the UMS statement. Fines for missing items must be manually added to the customer’s account. These fines must be manually added because III cannot calculate fines on an item that has not been returned. Fines per item cannot exceed $10.00.
4.4.4. Customers may pay their balance all at once or be put on a payment plan for no more than three months. A 10% down payment is required to begin a payment plan. All payment plans should be approved by a Library Assistant Supervisor.
4.4.5. Once a customer’s account is blocked by UMS, the customer must pay the balance down to zero before the card may be used again.
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Answer to Questiobn #4:
Under TWiki find " Training Materials" and select the one you want.
Answer World Language Collection Plan Location: TWiki, then HPL Web, then Web topics, then go down the alphabetical list to "World Language Collection Development Plan." Click and its there. It is so long I didn't copy/paste it.
1. HPL Blogs--Search "mystery book club"--Marcia Chapman
2. HPL Blogs--Search "incident report"--2nd link: Angry Customer. Explains steps to contain an angry customer and sitation and offers a link describing how to fill out an indicent report.
3. HPL Blogs--Search "collection agency"--2nd link: Collections Ums. Unique Management Services. When fines exceed $25.
4. From eStar homepage, right side of page other under HPL links, eStar topics
5. wiki page, technical services.
6. central chief, through the blogs page.
1. Who has agreed to run the Mystery Book Club for Central?
Goto HPL Wikis, goto webtopiclist, goto bookclubs, then click on sign up to facilitate a book club. It will show you that Marcia Chapman is signed up to be in charge of that book club.
2. Where can you learn information about working with angry customers and filling out incident reports?
Go back to the topiclist, click on "angrycustomer." You will see the following:
r1 - 13 Feb 2008 - 17:54:55 - KarenLuikYou are here: TWiki > HPL Web > LibraryDivisions > NeighborhoodLibraries > SurvivorsGuide > AngryCustomer
Angry or Agressive Customers
Neutralize the situation -- step back
Seek assistance from Security or a supervisor
Remove the customer to another area so the disruption does not continue
Fill out an incident report (here's how)
Here's the relevant policy and procedures covering angry or agressive customers:
-- KarenLuik - 13 Feb 2008
3. When are customers referred to the collection agency (UMS)? What is the full company name for UMS?
Go back to the topics list on the wiki, click on collectionsums, when fines are more than $25, the fines will be turned over to UMS. UMS stands for "Unique Management Services."
4. Where do I find resources highlighted in eSTAR trainings?
Go back to the topics page on HPL WIKI, click on estar. THis gives a list of links to resources that have been used on estar.
eSTAR Topics
African American Resources
Business Start-ups
Census Resources
Holiday Resources
Job Searching on the Internet
Newspaper Databases
Statistics Resources
Juvenile Resources
Asian Pacific American Heritage
5. Where can I get a copy of the World Languages Collection plan?
Go back to Wiki topics page. Click on worldlanguagescollectionplan.
6. Where in the world is (can I find)Mike Van Campen?
Goto blogs page, click on central blogs, click on chief's blog, on the right hand side it has an infrequently updated running dialog of the chief's whereabouts.
1-HPL Wiki; Library Divisions; Central Services; Programs & Outreach; Book Clubs Sign Up Page; Mystery-Marcia C.
2-HPL Blog Directory; Neighborhood Libraries; Problem Solving; How to Solve Any Problem; Customer Services; Angry or Agressive Customers
3-HPL Wiki; Library Divisions; Neighborhood Libraries; Problem Solving; Public Services Managers Manual; Day-to-Day Branch Operations; Collections/UMS
4-eSTAR Home Page right side; Other HPL Links; eSTAR Topics; listed by topic of the month
5-I had to ask S.K. for help because I couldn't find this the logical way. HPL Wiki; type World Language Plan in Search box; the last entry has the plan.
6-Central Library Blogs; Chief's Blog; What is the Chief of CEN currently doing.
1-HPL Wiki; Library Divisions; Central Services; Programs & Outreach; Book Clubs Sign Up Page-Mystery; Marcia C.
2-HPL Blog Directory; Neighborhood Libraries; Problem Solving; How to Solve Any Problem; Customer Service; Angry or Agressive Customers
3-HPL Wiki; Library Divisions; Neighborhood Libraries; Problem Solving; Public Services Managers Manual; Day-to-Day Branch Operations; Collections/UMS
4-eSTAR Home Page; right side-other HPL Links; eSTAR Topics; listed by topic of the month
5-I had to ask S.K. for help. I could't find it a logical way. HPL Wiki; type World Language Plan in the search box; the last entry has the plan
6-Central Library Blogs; Chief's Blog; What is the Chief of CEN currently doing
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