A CUSTOMER WRITES:
Please, the practice of stamping book on the sale cart – DISCARD – is self defeating – loses value all around. Could you explain the reason for this?
Thank you.
OUR RESPONSE:
Library materials withdrawn from the collection and withdrawn from the catalog is an important part of collection management in making space for new materials. Librarians refer to it as “weeding”. Just as you weed your garden we weed the collection of items out-of-date or unpopular.
If the library does not prominently mark them as DISCARD they tend to keep coming back to us. This can result in all sorts of confusion. It is also for the customer’s protection in knowing that it is not an overdue book or one that may have been an unauthorized loan (stolen).
Wednesday, August 27, 2008
Customer Feedback
It is nice to hear good things about our staff. A customer recently wrote:
"Keep up the good work. I received exmplary service on the phone by Angela...exceeding friendly customer service."
"Keep up the good work. I received exmplary service on the phone by Angela...exceeding friendly customer service."
Customer Concerns
New City Library wants to provide the best possible customer service while protecting the assets of the library. Registration proceedures need to be in place and adhered to ensure library notices will be received and materials will be returned. Below is a recent correspondence with a customer. In this example we also called the customer directly to assist.
CUSTOMER WRITES:
I have been a resident of Congers for over a year. This evening I attempted to register for a library card. I read the flyer regarding the registration and brought in forms of identification. However, despite bringing the appropriate forms (driver's license, photo work id, and utility bill).
I was denied receiving a card. I felt that her actions were discriminatory because I gave acceptable ID and she wouldn't accept it.
How do children apply for library cards? They do not have cars registered in their names nor have pay stubs. I pay library taxes each year and I believe because of this I am entitled to a library card. Please let me know what I can do to obtain one.
OUR RESPONSE:
I am truly sorry for the inconvenience you experience at the circulation desk when applying for a membership card at New City Library. Our goal is to register all eligible residents.
We issue a card upon presentation of 2 proofs of an eligible address and a current and identifiable picture ID. As I understand it you met the photo requirement but only one form had your name and address. A second form with your name and street address was not provided.
Minor children may use a parent's ID as long as the child is with the parent at the time of registration. The parent’s signature is required on the registration form.
CUSTOMER WRITES:
I have been a resident of Congers for over a year. This evening I attempted to register for a library card. I read the flyer regarding the registration and brought in forms of identification. However, despite bringing the appropriate forms (driver's license, photo work id, and utility bill).
I was denied receiving a card. I felt that her actions were discriminatory because I gave acceptable ID and she wouldn't accept it.
How do children apply for library cards? They do not have cars registered in their names nor have pay stubs. I pay library taxes each year and I believe because of this I am entitled to a library card. Please let me know what I can do to obtain one.
OUR RESPONSE:
I am truly sorry for the inconvenience you experience at the circulation desk when applying for a membership card at New City Library. Our goal is to register all eligible residents.
We issue a card upon presentation of 2 proofs of an eligible address and a current and identifiable picture ID. As I understand it you met the photo requirement but only one form had your name and address. A second form with your name and street address was not provided.
Minor children may use a parent's ID as long as the child is with the parent at the time of registration. The parent’s signature is required on the registration form.
Tuesday, August 26, 2008
CHUCK MCMORRAN BECOMES NEW CITY LIBRARY DIRECTOR
NEW CITY, NY, August 14, 2008. Charles (Chuck) McMorran has become director of the New City Library, announced Robert Martin, president of the library’s board of trustees. McMorran was the unanimous first choice of the search committee, which was comprised of members of the board and library staff. The board of trustees unanimously ratified the search committee’s recommendation. The previous director retired in February.
McMorran has had a long and prestigious career in library service, said Mr. Martin. He comes to New City from the Jacksonville, Florida Public Library System, where he supervised the building of six new branch libraries and the remodeling of twelve existing branches, played a key role in the initial selection of materials for the collections at the new branches and instituted important technological innovations. Before he was recruited to Jacksonville, McMorran spent 12 years with the Queens Borough Public Library System, one of the largest and most progressive library organizations in the country. He moved from managing automated systems to directing technical services to directing the Queens Borough Central Library. Earlier positions were in West Virginia and Illinois.
McMorran said that he is “…proud of enabling the Jacksonville library to be recognized as a technology leader in the state, and especially proud of introducing work-flow changes that brought materials into the hands of customers in record time.” He looks forward to working with the New City Library staff, board and community starting on August 18.
McMorran has had a long and prestigious career in library service, said Mr. Martin. He comes to New City from the Jacksonville, Florida Public Library System, where he supervised the building of six new branch libraries and the remodeling of twelve existing branches, played a key role in the initial selection of materials for the collections at the new branches and instituted important technological innovations. Before he was recruited to Jacksonville, McMorran spent 12 years with the Queens Borough Public Library System, one of the largest and most progressive library organizations in the country. He moved from managing automated systems to directing technical services to directing the Queens Borough Central Library. Earlier positions were in West Virginia and Illinois.
McMorran said that he is “…proud of enabling the Jacksonville library to be recognized as a technology leader in the state, and especially proud of introducing work-flow changes that brought materials into the hands of customers in record time.” He looks forward to working with the New City Library staff, board and community starting on August 18.
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