Scenario No. 8:

You need to read the physical book,  Encounters with the Archdruid, by John Mcphee.  Our copy is checked out. Place a hold so that you are next in line to get it.

Recommendations for Improvement:

Basic/Practical (easily and quickly implemented)

• No longer use the term "place a hold" since the catalog and AppSearch use  Request it (make sense of different library terms used to perform the same function). Change the name of the pull and hold service to Request It! Completed January 2015

• Create a Guide on the Side for requesting an item-No longer necessary due to all of the other recommendations in place-Withdraw October 2015

• Fix computers on third floor so patron does not see prompt to sync all info and users-No longer a problem-Withdraw October 2015

• Train employees how to empty big files to free up space (a work around at the point of service)

Higher Level (enhancements implemented over a longer period)

• Review all terminology related to placing holds, requesting, pull and holds, reserves;  Terminology in APPsearch, My account, classic catalog, Sierra and throughout the entire library web site should all be consistent.  The notices sent to patrons regarding the status of their requests has been changed:
  • Request Pickup:  The material you have requested is available and will be processed per your instructions.
  • Request Cancellation notice: The request you placed on the following item has been cancelled because.....(2 cancellation notices have been changed)-November 2014
• Change Holds to Requests in My account.-Completed November 2014

• Provide description of APPsearch and of Classic Catalog on the library home page to help patron make a choice between the two: Update-new tabbed search box eliminates the classic catalog label and provides a description for each tab/format. Completed August 2014

Library Bridge Strategic Plan 2013-2015

Learning Objective 2.1, 3.1; Effectiveness Objective 5