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?
11 comments:
For question one, click on HPL Wiki, scroll down to HPL web utilities, use the search box and enter "mystery book club". You will get the book club sign up page, and if you scroll down, you get mystery book club run by Marcia Chapman.
Question two--use the search box under HPL web utilities. Use the term "angry customers" and you will get a link labeled "angry customers" which will give you
the answer.
Question three--go to HPL Wiki, use search box under HPL web utilities, and enter the term
"collection agency". You find a link to collections, and UMS is defined there as "Unique management services".
Question five: click on HPL wiki, got to the search box under HPL web utilities, enter the words
"world language plan". The response you get has the answer at the bottom. It is labeled
World Languages Collection Plan. It is number six on the list at the bottom.
Question # 1 "Who leads the Mystery Book Club" Path :
HPL Web> Library Divisions> Central Svcs> Programming & Outreach> Central Programs> Book Clubs> Book Club Sign Up Page> Mystery> Marcia Chapman
Question # 4 "Where are old Estar Topics" Path:
HPL Web > Training Manuals> Advanced Ref> Estar
(I still have trouble finding the new topics tho if I don't remember the address.)
For question five, you can go to WEB topic list, click on Central Library Blog, then click on Chief's Blog to find Mike Van Campen.
Michael Laman
For question four, go to HPL Wiki, click on Available topics, click on training materials, click on advanced reference, and finally click on Estar.
June 30, 2008
Question 1: Mystery Book Club leader.
Answer 1: Bread Crumbs = TWiki> Library Divisions > Central Services > Central Teams > Out Reach Pro
From eStar Blog > HPL Blogs > Index > Book Clubs
Question 2: Working with angry customers and incident reports.
Answer 2: HPL Wiki > Index > Incident Reports
Question 3: a) Customer referrals to UMS. b) UMS full company name.
Answer 3: HPL Blogs> Index > Collections >UMS
HPL Intranet page > Reference > HPL Blogs > Index > UMS
Question 4: Resources highlighted in eSTAR trainings.
Answer 4: TWiki > HPL Web> Training Materials > Advanced Reference >eSTAR From the eSTAR Blog > click eSTAR Topics
Question 5: Copy of the World Languages Collection.
Answer 5: HPL Blog> Index > World Languages Collection Plan
Question 6: Find Mike Van Campen
Answer 6: HPL Intranet page > Directory > Central Services
HPL Blog > Central Library Blogs > Chief’s Blog
1. Who has agreed to run the Mystery Book Club for Central?
I clicked on HPL Blogs, then, in upper right hand corner of screen, I input “Mystery Book Club” where the term “Search” appeared, and pressed “enter.” I then clicked on the ‘Bookclubsignup” link, which brought up the following:
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
o Sarah Borders
o Jennifer Schwartz
• Fiction/Dublin Award (Read with Us)
o Darcy Casavant
• Fiction Lite
o Meryalee Annison
o Leslie Reeves
• Mystery
o Marcia Chapman
• Nonfiction/Biography/History
o Mike Van Campen
o Sondee Weiss
• Back-up Facilitators
o Paty Bustamante
o Saima Kadir
o Claire Lecompte
o Karen Luik
o Sandy Silverman
o Amy Taylor
2. Where can you learn information about working with angry customers and filling out incident reports?
I clicked on the HPL Wiki link, and then under HPL Web Utilities, I clicked on “Web Topic List”; I then scrolled down to “Anger Customer” topic listed in alphabetical order.
The following came up:
Angry or Agressive Customers
1. Neutralize the situation -- step back
2. Seek assistance from Security or a supervisor
3. Remove the customer to another area so the disruption does not continue
4. 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?
Clicked on HPL Wiki link, and then on WebTopicList under “HPL Web Utilities;” I then scrolled down to CollectionUms and clicked on it; the following came up:
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.
4. Where do I find resources highlighted in eSTAR trainings?
I clicked on Estar Topics link, which rendered the following links:
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?
Clicked on HPL Wiki link, then Webtopiclist under “HPL Web Utilities,” then scrolled down to “WorldLanguagesCollectionPlan,”
I clicked on this and the following came up (I include outline only; this is followed by full text of plan on the link):
World Languages Collection Plan
Houston Public Library
Table of Contents
• Introduction
• Background
o FY07 City Budget for World Languages
• Vision of the Steering Committee
• Collection Performance
o Basic Level Collection
o Mid-Level Collection
o Optimum Level Collection
• Web Collections
• Future and Continued Funding Opportunities
• Promotion
o Community Survey
o Marketing
o Programming
o Outreach
6. Where in the world is (can I find)Mike Van Campen?
I went to the HPL Blogs, then clicked on Central Library Blogs, then Chief’s Blog, but the latter would not let me access it by clicking on it (it asked if I wanted to save, which I did, and then it would not open-)
I also clicked on the HPL Wiki link and input Mike Van Campen as a search term, but this did not render useful information.
I then went to the Intranet, clicked on Staff Directory, then Central Services, and Mike is at the top of the list as Chief, with his phone extension.
Question # 2) where to find info about dealing with angry customers and incident reports: Twiki>HPL Web> Webtopics list> Angry customer
This is a great resource..I wish I had reviewed it before yesterday..
Question # 6) MVC can be found on the chief's blog : http://cenchief.blogspot.com
Question # 3) Patrons are referred to UMS Collections when their fines exceed $25.
Path to answer :Twiki>HPL Web>WebTopic list>Collections UMS
Question # 5) The World Languages Collection Plan can be found using this path: Twiki.HPLWeb>HPL Express Task Force> World Language Collection Plan
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