Missing Holds
These actions take place the first time a hold is missing under a customer's name
Item is made missing and a note is placed in the non-blocking notes field
Standard notes are placed in this section of a customer's account
Non-blocking notes section
Barnett blue bins are labeled in two ways
OPS H and OPS
The year CML stopped charging for daily fines of overdue materials
2017
This service can be used with a guest pass
Computers
Three dashes (---) after the customer's last name means these two things have happened
Holds have been missing at least three times and should be held behind the desk
Notes placed at the top
The most current note
Hold slips should be placed in this way
In the top of the item and facing the back
Fines and fees are charged based on this location
Check-out location
A record search of the customer should be done before issuing a guest pass for these two reasons
To verify that they do not already have a card and that they are not currently suspended from the library
A customer is notified by phone or email
The second incident of a missing hold
12/4/2020 DVD 1234567890 returned without disc - Elizabeth
DAILY DOUBLE - Missing @ BNT after the date and staff name should be written first name initial and last name
Bins going out in delivery should not be less than this amount
Half full
Employees should consult these aspects of a customer's account before waving any fees
DAILY DOUBLE - Transaction summary, claims records and notes field
Employees should always ask for this before issuing a guest pass
Photo ID
Name 2 reasons we follow this service expectation
To ensure items on the hold shelves are checked out properly and that missing items are accounted for
Old notes not a part of ongoing history can be deleted after this amount of time
3 years
A box with in-transit to home location items and 1 hold for a customer should be labeled as this
OPS-H
Customers are billed for items after items are this many days overdue
35 days
Customers under 18 years old
Issue a kids card
Missing holds result in poor customer service because...
Long delays in filling requests, overflowing holds shelves and longer expired holds lists
Notes should be professional, short and to the point for these two reasons
They are public record and customers may request to view them
Bins should be packed with this many stacks
3-4
Customers are referred to a materials recovery service (Unique) when items meet these 2 requirements
Item costs $25 or more and is 70 days overdue
A customer is an Ohio resident and doesn't already have a library card
Suggest they sign up for a library card