Middlebury

Difference between revisions of "Circulation services mailbox"

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'''Two ways to access the mailbox:'''  
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'''Two ways to access the mailbox:'''
  
 
#Outlook Client: Add Circ Mailbox to your folder list in your personal Outlook mailbox (See Technology Helpdesk web page for documentation on adding a mailbox: Tools – email accounts – bullet view/change existing – next – change – more settings – advanced tab – add (select library_circulation mailbox) – click OK – next – finish) * Note - in the client any mail sent from the Lib Circ Mailbox will go into your personal mailbox sent folder (you will need to delete sent mail more frequently)
 
#Outlook Client: Add Circ Mailbox to your folder list in your personal Outlook mailbox (See Technology Helpdesk web page for documentation on adding a mailbox: Tools – email accounts – bullet view/change existing – next – change – more settings – advanced tab – add (select library_circulation mailbox) – click OK – next – finish) * Note - in the client any mail sent from the Lib Circ Mailbox will go into your personal mailbox sent folder (you will need to delete sent mail more frequently)
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OR 
 
OR 
  
    2. Web Mail: Log in to username: library_circulation with current password  
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    2. Web Mail: Log in to username: library_circulation with current password
  
'''General guidelines:'''  
+
'''General guidelines:'''
  
*Use the Lib Circ mailbox for all departmental communication - it is our link to users and each other  
+
*Use the Lib Circ mailbox for all departmental communication - it is our link to users and each other
*Copy the Library Circulation mailbox on all departmental communication so that we retain sent messages for record keeping and follow up purposes  
+
*Copy the Library Circulation mailbox on all departmental communication so that we retain sent messages for record keeping and follow up purposes
*If student employee emails a borrower regarding departmental issues, they must copy the Lib Circ mailbox; preferred practice is to not ask students to use their personal email for departmental communication  
+
*If student employee emails a borrower regarding departmental issues, they must copy the Lib Circ mailbox; preferred practice is to not ask students to use their personal email for departmental communication
*Send departmental communication/replies FROM the Lib Circ mailbox when possible (only creating a separate profile for the Lib Circ mailbox will completely eliminate the link to your personal email box - see Helpdesk for more info about this option)  
+
*Send departmental communication/replies FROM the Lib Circ mailbox when possible (only creating a separate profile for the Lib Circ mailbox will completely eliminate the link to your personal email box - see Helpdesk for more info about this option)
*Forward/copy any conversations/replies that end up in your personal mailbox  
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*Forward/copy any conversations/replies that end up in your personal mailbox
*Copy Library Reserve mailbox as needed  
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*Copy Library Reserve mailbox as needed
*Copy MDYILL mailbox as needed  
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*Copy MDYILL mailbox as needed
*Copy branch staff as needed to resolve questions pertaining to branch collections  
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*Copy branch staff as needed to resolve questions pertaining to branch collections
*Branch staff - copy Lib Circ mailbox for all departmental borrowing/circulation communication  
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*Branch staff - copy Lib Circ mailbox for all departmental borrowing/circulation communication
*Follow up on all messages that are sent to the Library Circulation mailbox during your scheduled hours and in the period between closing and opening prior to your work hours  
+
*Follow up on all messages that are sent to the Library Circulation mailbox during your scheduled hours and in the period between closing and opening prior to your work hours
*It is the shared responsibility of Circ staff to insure follow up on circulation correspondence  
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*It is the shared responsibility of Circ staff to insure follow up on circulation correspondence
*Coordinate follow-up with co-workers scheduled at the same time  
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*Coordinate follow-up with co-workers scheduled at the same time
*If, for any reason, you do not follow up on a message that you have opened/read, mark the message unread and/or forward as needed  
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*If, for any reason, you do not follow up on a message that you have opened/read, mark the message unread and/or forward as needed
*Sort messages into archive folders ONLY when FULLY resolved  
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*Sort messages into archive folders ONLY when FULLY resolved
*Refer unresolved questions and requests to Circ Services Manager  
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*Refer unresolved questions and requests to Circ Services Manager
*Do not copy borrower on internal communication while resolving question  
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*Do not copy borrower on internal communication while resolving question
*Reply to borrower with a professional, courteous and complete message when following up  
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*Reply to borrower with a professional, courteous and complete message when following up
*When replying, edit the Subject line so it is specific to the topic  
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*When replying, edit the Subject line so it is specific to the topic
*Forward/copy as needed to appropriate LIS work area: Circ, Reserves, ILL, Reference, Liaisons, Helpdesk, LIS Administration, LIS building coordinator, DPS, FM, other LIS areas etc.  
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*Forward/copy as needed to appropriate LIS work area: Circ, Reserves, ILL, Reference, Liaisons, Helpdesk, LIS Administration, LIS building coordinator, DPS, FM, other LIS areas etc.
*Lib Circ mailbox is on the Davis Family Student distribution list for student Employee Schedule issues/requests: follow up on schedule issues and adjust Outlook calendar as needed to reflect changes; initial any changes in Outlook calendar; file in folder  
+
*Lib Circ mailbox is on the Davis Family Student distribution list for student Employee Schedule issues/requests: follow up on schedule issues and adjust Outlook calendar as needed to reflect changes; initial any changes in Outlook calendar; file in folder
*Lib Circ mailbox is on the Film Screening distribution list; follow up on any problems reported with media; file in folder  
+
*Lib Circ mailbox is on the Film Screening distribution list; follow up on any problems reported with media; file in folder
*Music and Armstrong materials/questions: forward message to all Circ staff in relevant branch for follow up; for claims returned or when no supervisor is scheduled, follow up with branch student staff by phone; if searched and found at one of the branches, copy staff at relevant branch when replying to borrower; branch staff - copy Library Circulation when following up with borrower  
+
*Music and Armstrong materials/questions: forward message to all Circ staff in relevant branch for follow up; for claims returned or when no supervisor is scheduled, follow up with branch student staff by phone; if searched and found at one of the branches, copy staff at relevant branch when replying to borrower; branch staff - copy Library Circulation when following up with borrower
*Copy Library Circulation Mailbox on all correspondence  
+
*Copy Library Circulation Mailbox on all correspondence
*Copy/forward Circ Services Manager on billing problems, any unresolved issues; problems, extra long overdues etc.; if in doubt - copy!  
+
*Copy/forward Circ Services Manager on billing problems, any unresolved issues; problems, extra long overdues etc.; if in doubt - copy!
*Email Helpdesk with any media equipment/support and computing issues/requests/support and always copy Lib Circ mailbox  
+
*Email Helpdesk with any media equipment/support and computing issues/requests/support and always copy Lib Circ mailbox
*Subs, on-call - when covering for regularly scheduled staff, use Web Mail to follow up on any urgent borrower issues, please refer unresolved questions/issues to next scheduled staff member or Circ Manager; if in doubt - leave/mark it unread  
+
*Subs, on-call - when covering for regularly scheduled staff, use Web Mail to follow up on any urgent borrower issues, please refer unresolved questions/issues to next scheduled staff member or Circ Manager; if in doubt - leave/mark it unread
 
*During closed periods, set "out of office" option in Lib Circ web mail (or in separate profile if you have that set up)
 
*During closed periods, set "out of office" option in Lib Circ web mail (or in separate profile if you have that set up)
  
'''Types of messages'''  
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'''Types of messages'''
  
Borrower Communication  
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Borrower Communication
  
 
*Follow up on borrower requests, questions, replies to library notices etc.<br>
 
*Follow up on borrower requests, questions, replies to library notices etc.<br>
  
Student Schedules  
+
Student Schedules
  
*Follow up on all Davis Family Library student schedule changes, gaps, problems, issues (include Arms/Mus student schedules? May be especially relevant for branch student staff schedule issues/changes during weekends/evenings)  
+
*Follow up on all Davis Family Library student schedule changes, gaps, problems, issues (include Arms/Mus student schedules? May be especially relevant for branch student staff schedule issues/changes during weekends/evenings)
 
*Record changes to schedule in Outlook; initial and date<br>
 
*Record changes to schedule in Outlook; initial and date<br>
  
Film Screening Reports  
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Film Screening Reports
  
*Read reports  
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*Read reports
*Follow up on any problems with screening media  
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*Follow up on any problems with screening media
 
*If a film screening assistant is asked to leave the screening media with the faculty they will note it on the report; transfer item to faculty library account<br>
 
*If a film screening assistant is asked to leave the screening media with the faculty they will note it on the report; transfer item to faculty library account<br>
  
Out of Office  
+
Out of Office
  
*Check borrower account and determine how you can best assist (may reflect long out of office, new email, other relevant info needed for follow-up in the case of overdues etc.)  
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*Check borrower account and determine how you can best assist (may reflect long out of office, new email, other relevant info needed for follow-up in the case of overdues etc.)
 
*Delete when resolved<br>
 
*Delete when resolved<br>
  
Ilsley notice replies
 
  
*Forward to Ilsley Library Circ staff
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Spam/junk mail
*Delete
 
 
 
Spam/junk mail  
 
  
 
*Delete immediately<br>
 
*Delete immediately<br>
  
Bin in Garage/shipping&amp;receiving  
+
Bin in Garage/shipping&amp;receiving
  
*Pick up courier bin; delete message  
+
*Pick up courier bin; delete message
 
*Leave BOLD if unable to pick it up<br>
 
*Leave BOLD if unable to pick it up<br>
  
Undeliverable and FTS email messages - may be deleted after being resolved  
+
Undeliverable and FTS email messages - may be deleted after being resolved
 
 
*Determine if it is an Ilsley or Midd borrower; can use "Send Again" function to identify borrower and forward as appropriate; can also use Create Lists function to identify borrower by searching for email field
 
*Ilsley messages: forward to Susan Gowen - susan.gowen@ilsleypubliclibrary.org; delete after forwarding
 
*Midd borrowers: locate correct email address in College Directory and edit borrower account; if unable to locate correct email address, please add a message to their account "Email required for library notices"; include date/initials
 
*Delete FTS messages after resolving - indicates a borrower without email address - please add a message to their account "Email required for library notices"; include date/initials; follow up by phone or paper mail if recall/bill/overdue notice; if a borrower prefers to not use an email account, explain that we require email for library notices - courtesy notices are only available in email format – remind them that we do not share email – all information is confidential and is only used for library borrowing communication<br>
 
  
[[Category:Circulation_procedures]]
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[[Category:Circulation procedures]]

Latest revision as of 10:48, 18 November 2014

Two ways to access the mailbox:

  1. Outlook Client: Add Circ Mailbox to your folder list in your personal Outlook mailbox (See Technology Helpdesk web page for documentation on adding a mailbox: Tools – email accounts – bullet view/change existing – next – change – more settings – advanced tab – add (select library_circulation mailbox) – click OK – next – finish) * Note - in the client any mail sent from the Lib Circ Mailbox will go into your personal mailbox sent folder (you will need to delete sent mail more frequently)

OR 

    2. Web Mail: Log in to username: library_circulation with current password

General guidelines:

  • Use the Lib Circ mailbox for all departmental communication - it is our link to users and each other
  • Copy the Library Circulation mailbox on all departmental communication so that we retain sent messages for record keeping and follow up purposes
  • If student employee emails a borrower regarding departmental issues, they must copy the Lib Circ mailbox; preferred practice is to not ask students to use their personal email for departmental communication
  • Send departmental communication/replies FROM the Lib Circ mailbox when possible (only creating a separate profile for the Lib Circ mailbox will completely eliminate the link to your personal email box - see Helpdesk for more info about this option)
  • Forward/copy any conversations/replies that end up in your personal mailbox
  • Copy Library Reserve mailbox as needed
  • Copy MDYILL mailbox as needed
  • Copy branch staff as needed to resolve questions pertaining to branch collections
  • Branch staff - copy Lib Circ mailbox for all departmental borrowing/circulation communication
  • Follow up on all messages that are sent to the Library Circulation mailbox during your scheduled hours and in the period between closing and opening prior to your work hours
  • It is the shared responsibility of Circ staff to insure follow up on circulation correspondence
  • Coordinate follow-up with co-workers scheduled at the same time
  • If, for any reason, you do not follow up on a message that you have opened/read, mark the message unread and/or forward as needed
  • Sort messages into archive folders ONLY when FULLY resolved
  • Refer unresolved questions and requests to Circ Services Manager
  • Do not copy borrower on internal communication while resolving question
  • Reply to borrower with a professional, courteous and complete message when following up
  • When replying, edit the Subject line so it is specific to the topic
  • Forward/copy as needed to appropriate LIS work area: Circ, Reserves, ILL, Reference, Liaisons, Helpdesk, LIS Administration, LIS building coordinator, DPS, FM, other LIS areas etc.
  • Lib Circ mailbox is on the Davis Family Student distribution list for student Employee Schedule issues/requests: follow up on schedule issues and adjust Outlook calendar as needed to reflect changes; initial any changes in Outlook calendar; file in folder
  • Lib Circ mailbox is on the Film Screening distribution list; follow up on any problems reported with media; file in folder
  • Music and Armstrong materials/questions: forward message to all Circ staff in relevant branch for follow up; for claims returned or when no supervisor is scheduled, follow up with branch student staff by phone; if searched and found at one of the branches, copy staff at relevant branch when replying to borrower; branch staff - copy Library Circulation when following up with borrower
  • Copy Library Circulation Mailbox on all correspondence
  • Copy/forward Circ Services Manager on billing problems, any unresolved issues; problems, extra long overdues etc.; if in doubt - copy!
  • Email Helpdesk with any media equipment/support and computing issues/requests/support and always copy Lib Circ mailbox
  • Subs, on-call - when covering for regularly scheduled staff, use Web Mail to follow up on any urgent borrower issues, please refer unresolved questions/issues to next scheduled staff member or Circ Manager; if in doubt - leave/mark it unread
  • During closed periods, set "out of office" option in Lib Circ web mail (or in separate profile if you have that set up)

Types of messages

Borrower Communication

  • Follow up on borrower requests, questions, replies to library notices etc.

Student Schedules

  • Follow up on all Davis Family Library student schedule changes, gaps, problems, issues (include Arms/Mus student schedules? May be especially relevant for branch student staff schedule issues/changes during weekends/evenings)
  • Record changes to schedule in Outlook; initial and date

Film Screening Reports

  • Read reports
  • Follow up on any problems with screening media
  • If a film screening assistant is asked to leave the screening media with the faculty they will note it on the report; transfer item to faculty library account

Out of Office

  • Check borrower account and determine how you can best assist (may reflect long out of office, new email, other relevant info needed for follow-up in the case of overdues etc.)
  • Delete when resolved


Spam/junk mail

  • Delete immediately

Bin in Garage/shipping&receiving

  • Pick up courier bin; delete message
  • Leave BOLD if unable to pick it up

Undeliverable and FTS email messages - may be deleted after being resolved

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