Session 6 Library and Lending policies

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


KOHA links and documentation

Just a quick follow on from last week - if you are looking for tutorials and/or documentation for KOHA, here are a few links that may help.

KOHA Wiki
https://wiki.koha-community.org/wiki/Main_Page

Other Docs
https://koha-community.org/documentation/other-docs/

http://www.prosentient.com.au/koha/tutorials/OPAC

Video Tutorials for KOHA

KOHA Staff Client by bywatersolutions on YouTube Watch the video

Library and Lending Policies

State Library of Queensland
http://www.slq.qld.gov.au/about-us/corporate/policies

Eastern Regional Libraries
https://www.yourlibrary.com.au/about/
https://www.yourlibrary.com.au/conditions-of-membership/

CCL

Monash University

Class Activity 1

Find the lending policy of at least 2 libraries:

Name of Library

How many resources can you borrow?

What are the conditions for borrowing?

Do any of them have other interesting things that can be borrowed?

Can you purchase anything from the library?

What financial transactions might be processed (with or without actual cash being handed out)?

Class Activity 2

Chisholm Library - What can you borrow from the Chisholm library? 

WHS

Class Discussion 1

We need to follow safe work practices when performing circulation and lending services – what would this mean?

Class Activity 3

Use the libraries you discovered above in class activity 1 

How do library staff manage competing demands for services according to their customer service standards? Compare their lending/circulation policy with their customer service policy.

Customer Complaints

Class Discussion 2

How do the following key skills fit in with the circulation desk?
  • Resolve customer enquiries and complaints within scope of own job role
  • Refer complex customer queries and complaints to relevant personnel



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