Monday 13 March 2017

BSBLIB404 Week Six Class Notes

Week Six Class Notes

BSBLIB404 Use Integrated Library Management Systems


2        Provide Customer Support in Relation to Circulation and Lending
2.1     Provide current and accurate information to customers in relation to circulation and lending policies and procedures, including self-service systems

2.2     Process loan and return transactions according to organisational policies and procedures, including security procedures
2.3     Follow safe work practices when performing circulation and lending services

2.4     Manage competing demands for services according to customer service standards

2.5     Resolve customer enquiries and complaints within scope of own job role

2.6     Refer complex customer queries and complaints to relevant personnel

2.7     Provide information on range of services which may incur costs, including pre-paid services

2.8      Process financial transactions


Library Policies

Chattanooga Public Library Circulation Policy
http://chattlibrary.org/documents/circulation-policy

The Australian College of Natural Medicine Library Loans Policy
https://source.endeavourlearninggroup.com.au/Public%20Documents%20Library/DOCID-3-481.pdf







© Copyright Chisholm Institute 2017

BSBLIB404 Week Seven Class Notes

Week Seven Class Notes

BSBLIB404 Use Integrated Library Management Systems


3        Use Online Catalogues to Assist Customers

3.1     Use basic search features of online catalogues to provide current and accurate information to customers
3.2     Use online catalogues to assist customers in locating information resources in library collections

3.3     Explain classification numbers and shelving location symbols or prefixes displayed on online catalogues to customers



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BSBLIB404 Week Eight Class Notes

Week Eight Class Notes

BSBLIB404 Use Integrated Library Management Systems


4        Maintain Knowledge of ILMS trends and Emerging Technologies

4.1     Source information about current industry trends and emerging technologies in relation to ILMS

4.2     Provide information to colleagues in relation to add-on library automation software and hardware




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BSBCUS301 Week Four Class Notes

Week Four

This week is all about our Role Play Case Scenarios so there are no new class notes.

As a class you will all complete your assessment task in class time.


Assessment Two: Role Play Scenarios – Part A
Scenario 1
You are a staff member at a busy public library there are a number of people in front of you waiting for assistance, you are working with a customer who has a number of requests, they need to return some books, put others on hold and they want to know how to download eBooks, the customer behind them butts in saying “are you going to be long?  I’m in a hurry”……

Scenario  2

You are working in a secondary school library and a very belligerent year nine students appears in front of you demanding to know why they have been given an overdue notice for a book they claim not to have borrowed.




Scenario 3

You are working in a public library, there is a customer to be helped with finding a book, the phone is ringing and another customer is getting frustrated because the self-check unit won’t let her borrow who do you help first?

Scenario 4

An angry customer appears in front of you demanding to know why the self-check unit won’t let her borrow, you check her record and she has $23 owing in fines, library policy says you can’t borrow if you have over $20 in fines.

Scenario 5

A university student has an important assessment due and needs to borrow a book on the “2 hour reserve shelf” overnight how do you manage this.

Assessment Two: Self Reflection – Part B
Think about your own skills and knowledge that you already had at the beginning of this course. Which ones can you relate to ‘Customer Service’?
What have you learnt over the past 4 weeks?  Did you learn or gain something unexpected?


Why is communication (both verbal and non verbal) so important in delivery good customer service? 






© Copyright Chisholm Institute 2017

BSBLIB404 Week Five Class Notes

Week Five Class Notes

BSBLIB404 Use Integrated Library Management Systems
"This unit describes the skills and knowledge required to apply a basic understanding of the interrelated functions of integrated library management systems (ILMS) to use online catalogues, process loan transactions, and provide circulation and lending services to meet customer needs.

It applies to individuals in frontline information services roles in libraries working under limited supervision, within established policies and procedures."


1        Create Records in the ILMS
1.1     Develop an understanding of basic functions of an ILMS, including interrelation of different modules

1.2     Register new borrowers on the automated circulation system according to organisational and system guidelines


1.3     Process an acquisition by creating a record in the acquisition module

1.4     Generate an interlibrary loan request by creating a request through the ILMS


Let’s start with a bit of fun!




What do we mean by circulation?  What are some other terms that are used instead of circulation?

What tasks do you think are undertaken at the library circulation desk?

Class exercise:
Make a list of ALL the tasks that may be undertaken at the library circulation desk.

What skills do you think you need to work at the circulation desk?  

For this unit we will be using the KOHA library management system.  The version we will be using is an online demonstration version.


login: anne
password: koha

Login to Koha and have a look at the circulation menu, what types of things can you do from this menu?


The first thing we're going to do is add ourselves as a new borrower, can you work out how to do that?


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Saturday 25 February 2017

BSBCUS301 Week Three Class Notes

Week Three Class Notes


3         Monitor and report on service delivery

3.1       Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational and legislative requirements

3.2       Identify opportunities to enhance the quality of service and products, and pursue within organisational and legislative requirements

3.3       Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements

3.4       Regularly seek customer feedback and use to improve the provision of products and services


3.5       Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery


Let's review and recap from what we learned last week:

Rapport - What is it? Why is it important?

Self Assessment Checklist - Have you all completed the checklist and saved a copy for your
reference?

Customer Service Charters/Policies/Guidelines - how many did you find? For what type of "library"?

Class Activity One
"Chinese Whispers" for those that have not played or heard of the game, Chinese Whispers is a game
in which one person whispers a message to the person next to them and then that person turns
and whispers the message they have just heard to the person next to them. This continues until the
last person to hear the repeated whispered message then repeats what they think the message is to the
entire group. Everyone can then hear just how different the message has evolved into from the
original person.
This is a good example of using your Active listening skills!


Class Activity Two

Colour Exercise. This activity is a great way to show how we all interpret things differently in a
 similar situation and how this can be used to understand why having empathy for your patrons or
 customers is an important part of our customer service skills.

As a class, I want you to all first THINK and then PICTURE the seven days of the week.
Now on a piece of paper or on your laptops/tablets/smart phones I want you to write down the
colour you associated with each day of the week, then we will compare answers.

You have all been given the exact same task but you have all 'seen' the days differently, this is
the same when communicating with your patrons, the same questions will not always result in the
same answers.

Again each patron is different and will have different needs!



Thursday 23 February 2017

School Library Loans Policy

Misty River Secondary School Library Loans Policy – LIB-002 Effective Date: 28-Jan-16

Purpose: To ensure equity of access to and availability of library resources to students and academic staff in fulfilling their teaching and learning commitments.
Scope:
· All library users
 · All College campuses

Policy Statement: This policy applies to all staff and students who are eligible to borrow from the campus libraries and access online resources. Each borrower group has slightly different loan periods for specific formats (books, periodicals, AV), number of items they can borrow, access to electronic resources and duration of membership. The library management system is programmed to provide collection and account access to users, manage all circulation rules, track usage, generate late fines, lost charges and penalties, and generate courtesy notices.
Electronic resources are governed by contractual licences and authentication software to restrict access to authorised users. Loan Categories - Periods, Limits and Renewals College staff and students must produce a current College ID card to borrow from the library collection.
Circulation rules are set up in the library management system on predetermined borrower types. The different borrower types are:
1.       Students
· A total of 6 items can be borrowed from a campus library at any one time
· Items in high demand (i.e. Prescribed Readings) and AV items have a 7 day loan period
· Standard loan period is 14 days
· ‘Not for Loan’ copies of Prescribed Readings and all journals are not available for loan and cannot be removed from the library
· All items can be renewed/extended for ONE more loan period only, e.g. 7 day loan for another 7 days
· Fines for late returns accrue at $1 a day in most instances (except for hourly loans which are $1 per hour)
· Accounts are blocked if any item is overdue and/or fines and charges reach or exceed $30
· Access to e-resources is independent of the library management system rules, e.g. ebooks are restricted to a 7 day loan.
· Borrowing and access to e-resources is only available to current, enrolled students



2. Academic staff
· A nominal total of 99 items can be borrowed at one time
· Teacher reference have a loan period of 180 days
· Teacher reference items can be renewed once for another 180 days but must be returned to the library once a year for stocktaking purposes
· Items borrowed from the main lending collection retain the same loan period as for students; the only exception is if the item is required for course writing
· Journals are not available for loan; articles can be scanned or photocopied
· Accounts are blocked if any item is overdue and/or fines and charges reach or exceed $30
· Access to e-resources is available to current staff who have a College network login
· Fines for late return of items accrue at $1 a day which must be paid on return and prior to re-borrowing

·  Borrowers can place ‘holds’ on items they wish to borrow that are on loan to another person. All items that are on loan to another borrower can be reserved in this manner, but items that are available for loan, i.e. currently checked in, do not qualify. Placing a Hold is possible by logging into the online My Account area on the library management system or by contacting the library by email, phone or in person. On return of the ‘Hold’ item the requestor will be notified by phone or email, depending on what method they have nominated. Items will be held at the Circulation Desk for pickup for a period of 7 days before re-shelving. 




© Copyright Chisholm Institute 2017