Access Services
Place all general inquiries into this folder, including questions about lost books, fines owing, renewal requests, etc. If the email doesn’t seem to fit into another folder, place it here. If you are tasked with maintaining and the Access Services account, there are a number of commonly received questions or situations to be aware of, for which there are relatively standard responses.
Bounced emails: most bounced emails come back to us from the automatically generated emails that are sent out by Aleph regarding loan notices, renewal requests, and overdue summaries. They indicate that delivery of the email has failed. Because there is no patron identification in the email, they may be deleted. Occasionally a message will bounce back from a person-generated email, as when, for example, we notify a patron of a lost item. When an email bounces and you can identify the patron to whom it was being sent, place a Global Block on their account requesting an updated email address. Include the date and your initials when entering the block. It is also prudent to check with whomever initiated the email, to see if anything further should be done.
Out-of-office replies : may be deleted
Late fees/lost books/other general inquiries: answer the patron’s question as best you can, and provide as much information as you can to help the patron resolve the situation. When appropriate, offer suggestions about the services we provide, such as online loan renewals. If you are unsure about the rules in different or difficult situations, check with a supervisor.
Remember that any correspondence with patrons requires that you include your name (at least your first name or initials) and Access Services, Patrick Power Library, Saint Mary’s University. Then the patron, as well as other department members, will know who has been involved in the discussion.
Finally, the Access Services folder has a subfolder titled “Processed”. When an email has been answered, or its content addressed, it can be dropped into the Processed folder. Since many people use this account, moving an email once it’s been dealt with lets everyone know which emails have been done, and which still need attention. It keeps the active folders from becoming cluttered and the Inbox clear.
Back to Overdue items
Out-of-office replies : may be deleted
Late fees/lost books/other general inquiries: answer the patron’s question as best you can, and provide as much information as you can to help the patron resolve the situation. When appropriate, offer suggestions about the services we provide, such as online loan renewals. If you are unsure about the rules in different or difficult situations, check with a supervisor.
Remember that any correspondence with patrons requires that you include your name (at least your first name or initials) and Access Services, Patrick Power Library, Saint Mary’s University. Then the patron, as well as other department members, will know who has been involved in the discussion.
Finally, the Access Services folder has a subfolder titled “Processed”. When an email has been answered, or its content addressed, it can be dropped into the Processed folder. Since many people use this account, moving an email once it’s been dealt with lets everyone know which emails have been done, and which still need attention. It keeps the active folders from becoming cluttered and the Inbox clear.
Back to Overdue items