WORKFLOWS �& �BEST PRACTICES

BROUGHT TO YOU BY THE RESOURCE SHARING FUNCTIONAL COMMITTEE

CSU

COURIER SERVICE

By Arturo Mendoza

Shipping Resources Throughout our Consortia

The California State University Libraries and Tricor deliver vital resources to our 23 campuses across the state.

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It is essential to improve our current method of reporting issues regarding our courier service, Tricor, and create a seamless and efficient system of transporting materials among all campuses of the California State University System.

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Courier Issues and

How to Report Them

Some issues our campuses are experiencing:

• Delayed deliveries
• No-Show (missed pickup/delivery)
• Rescheduling without campus notification
• Damaged materials/bags
• Campus email notifications going unanswered
• Lack of communication between -Drivers/Tricor/Campus

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Offering a Solution

Centralized Reporting and Oversight with regards to Courier Issue

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• Create a Google Doc accessible to the consortium system wide.

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• Utilize Trello a web-based project management application for reporting, organizing, and prioritizing courier issues in a systematic way.

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• Establish a courier task force to monitor the ongoing status of reported transactions and to facilitate resolutions as needed.

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Courier Problem Report

Fall Semester Beta Test set for September 2019

Options for accessing the report:

• Link will be emailed to LISTSERVs

https://docs.google.com/forms/d/e/1FAIpQLSeQuWqINre0a_Q21Fje0ZnECOf9vKJ1ZOQ9L42BqenKEIiyVw/viewform

• Bookmark page

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• ULMS Wiki page - https://calstate.atlassian.net/wiki/spaces/HOME/overview?mode=global

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• I-SPIE website - https://ispiecsu.wordpress.com/resources/

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Courier Oversite

Fall Semester Beta Test set for September 2019

Send email via LISTSERVs with Reporting Link

Arturo Mendoza at CSU Fresno will monitor the beta period

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Courier Reporting Subcommittee

Arturo Mendoza - armendoza@csufresno.edu

CSU Fresno

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Turner Masland - masland@sonoma.edu

CSU Sonoma

Returned Too Long Reports

By Christopher Lee

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What Are “Returned Too Long Reports”?

Two reports to find items that have had a status of shipped for over 7 days

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*Contact Mallory DeBartolo to obtain access

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To access the reports you need to have access to Network Zone Analytics

• One report where you are the Lender
• One report where you are the Borrower

Why Use These Reports?

• To see if an error took place along the way including
• Items accidentally put on the shelf at the Borrowing Library
• Items accidentally put on the shelf at the Lending Library
• Items lost in transit through Tricor
• Contact the Resource Sharing Functional Committee if you suspect items were lost through Tricor

How Do You Run The Reports?

Show Don’t Tell

LOST ITEMS

By Carolyn Chun

Lost Items - The Basics

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1. CSU+ books become Overdue at 3 days and then Lost and Billed 14 days after the due date.
2. Patron notifications:
1. 3 days after the due date an overdue notice is emailed.
2. 14 days after the due date a bill is emailed.
3. A charge of $90 should appear in the patron’s account.
• If the book is returned all fees are waived.
• If the book cannot be returned the patron can pay the $90 fee or replace the book (depending on the Lending Library’s lost book policy).

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Overdue and Lost Notices

Letter: Configuration Menu > General > Letter Emails

The Ful Overdue And Lost Loan Notification Letter is used to configure the overdue notice. This letter template includes space to customize 5 different messages to be sent. The message to send is selected in the overdue and lost loan profile.

Overdue and Lost Loan Profile: Configuration Menu > Fulfillment > Physical Fulfillment > Overdue and Lost Loan Profile

In the Fulfillment configuration under Physical Fulfillment – Overdue and Lost Loan Profile. Create a profile for each event – send the overdue notice at 3 days, charge replacement cost at 14 days.

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14 Day Profile

Additional Setting

Set to true because you want the patron to receive one notification for each notification type instead of multiple notifications.

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Configuration Menu > Fulfillment > General > Other Settings and scroll down to find “switch to overdue”

Patron Charge

The $90 charge should appear in the patron’s Active Balance.

Payment

Borrowing Library

1. Collect payment from the patron.
2. Delete loan from patron’s circulation record (Delete, not Return).
3. Update Resource Sharing record to “Report Lost Item to Partner”.
4. Send General Message to Lender indicating the item is lost & paid.
5. Remove the temporary item record from your catalog.

Note: Payments by Bursar would follow steps 2-5.

Lending Library

1. Update Resource Sharing record to “Lost”.
2. Inform your tech services department of the lost item and follow local procedures to consider re-purchasing the item.

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Replacement

Borrowing Library

• Not all CSUs accept replacements so check the Lending Library’s Replacement Policy to see if replacements are allowed and what are acceptable book conditions (new, good, etc…)
• Contact the Lending Library about the pending book replacement.
• Send the replacement copy to Lending Library for final approval.
• If the replacement is approved, check in the book which will clear it from the patron’s account.

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Lending Library

• Accept or decline the replacement copy and notify the Borrowing Library.
• Check in the book and send it off to be processed by the appropriate department.

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Resources

Unified Library Management System - CSU Library Spaces > Functional Committees > Resource Sharing > CSU+ Guides and Documentation > CSU+ Overdue and Lost Loan Profile and/or Lost CSU+ Items

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LONG OVERDUE ITEMS

By Mallory DeBartolo

BORROWING LIBRARY - overview

1. Find the things that are 90 days overdue
2. Check your shelves
3. Make sure the loan is marked lost in the patron record
4. See if the patron received notification that the item was lost
5. Mark the borrowing request lost and send a GM to the lender saying you marked the request lost

BORROWING - 1. find the things

Using analytics is probably the best/easiest way to do this.

Don’t be scared, I made a report for you!

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BORROWING - 2. check your shelves

BORROWING - 3. Make sure the loan is marked lost

BORROWING - 4. make sure the patron knows it’s lost

BORROWING - 5. mark the request lost

LENDING LIBRARY

1. Find the things that are 90 days overdue
2. Check your shelves
3. Mark the lending request lost and send a GM to the borrower saying you marked the request lost
4. Do what you need to do to consider purchasing the item again

There’s a bunch of documentation on lost CSU+ stuff

With screenshots and even more links to other things!

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Find it on the wiki: https://calstate.atlassian.net/wiki/spaces/URS/pages/512000001/Lost+CSU+Items

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