learners guide2011

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CULLB206C Assist with circulation servicesLearners guide Practical placementSchool of Human Services Department ofHumanitiesAdvanced Diploma of Library/Information Services

CULLB206B Assist with circulation services

Learners guide

Advanced Diploma of Library/Information Services

School of Human Services/HUFE

Prepared by:Deirdre Wilmott

10 March 2011

University of Ballarat 2007This publication is copyright. Other than for the purposes of and subjectto the conditions prescribed under the Copyright Act, no part of it may inany form or by any means (electronic, mechanical, microcopying,photocopying, recording or otherwise) be reproduced, stored in a retrieval

system or transmitted without prior written permission from the Universityof Ballarat.

CULLB206C Assist with Circulation Services Page 1 of 27


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All rights reserved



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CONTENTS

Table of Contents

Table of Contents............................................................................................ 3

Course details................................................................................................ 4Unit of competency.................................................................................5

ASSESSMENT.................................................................................................. 8

Introduction.....................................................................................................9.....................................................................................................................10Circulation procedures................................................................................. 10

Registering a patron..............................................................................10Registration procedures........................................................................11Proof of eligibility/identity...................................................................... 12Ensuring patrons understand membership conditions.........................12Registration Form................................................................................. 13Borrowers card..................................................................................... 13Explaining borrowing limits and services..............................................13Lending items........................................................................................14Returning items..................................................................................... 15Renewing items.....................................................................................15Reserving items- Holds.........................................................................15

Overdue items.......................................................................................16Fines..................................................................................................... 17Missing items........................................................................................ 17Banning patrons.................................................................................... 17Loans and Bookings............................................................................. 17

Using an automated circulation system....................................................... 19Self-checkout........................................................................................ 20

Security systems.......................................................................................... 21Short Loans- ................................................................................................22

Material for Short Loan......................................................................... 23Reciprocal borrowing................................................................................... 24

Financial operations..................................................................................... 25Safe cash handling............................................................................... 25Balancing the register........................................................................... 27



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Course details

CUL04 Advanced Diploma of Library/ Information Services

CULLB206B Assist with circulation services

Unit type Compulsory Unit

Nominal hours 15

Year 2011

Teacher contactdetails:

Deirdre Wilmott

[email protected]

5327 8056

Days available Monday, Tuesday, Wednesday, Friday

Assessment Graded assessment will not be applied to this unitAssessmenttasks

Practical demonstration during Work Placement



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Unit of competency

Unitdescriptor

This unit describes the performanceoutcomes, skills and knowledge requiredto process loan transactions and assistcustomers with circulation/lendingenquiries.No licensing, legislative, regulatory orcertification requirements apply to thisunit at the time of endorsement.

Employability

Skills

The required outcomes described in thisunit of competency contain applicable

facets of Employability Skills. TheEmployability Skills Summary for thequalification in which this unit ofcompetency is packaged, will assist inidentifying Employability Skillsrequirements.

Prerequisiteunits

Nil

Application of theunit

This unit applies to people working in afrontline information services role such asa public or corporate library. Work iscarried out under supervision withinestablished policies and procedures.

Competency field

Library Customer Service

ELEMENT PERFORMANCE CRITERIA

Elements describethe essentialoutcomes of a unitof competency.

Performance criteria describe the performance needed to demonstratachievement of the element. Where bold italicised text is used, furtheinformation is detailed in the required skills and knowledge section arange statement. Assessment of performance is to be consistent withevidence guide.

1 Provideinformation tocustomers inrelation tocirculation/lending

1.1 Provide current and accurate information to customers basedon sound knowledge ofcirculation/lending systems in therelevant context

1.2 Deal with customer inquiries promptly or refer toappropriate person/s

2 Process loantransactions

2.1 Check and process customer registration details inaccordance with organisational procedures2.2 Complete transactions in accordance with lending

policies and procedures and customer servicestandards



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2.3 Deal with competing demands for service tactfully and

helpfully2.4 Complete checking and processing of materialinaccordance with organisational requirements

3 Processfinancialtransactions

3.1 Handle financial transactions,including cash, in accordance withorganisational procedures and withinprescribed limits

3.2 Handle credit card and electronic fundstransfer transactions correctly and in

accordance with the organisationsprocedures3.3 Accurately balance income to receipts

3.4 Accurately note irregularities and takeappropriate action promptly

Required Skills and knowledge

This section describes the skills and knowledge required for this unit.Required skills

communication skills to provide effective customer service literacy skills to use loan processing and other circulation systems basic numeracy skills to handle cash transactions.

Required knowledge

features of circulation systems and technology in different industry contexts relevant policies, rules and regulations in relation to lending, interlibraryloans, handling money and security, and customer relations principles underpinning the operation of manual and automated circulationsystems, including self-charging systems.

RANGE STATEMENT

The range statement relates to the unit of competency as a whole. It allowsfor different work environments and situations that may affect performance.

Bold italicised wording, if used in the performance criteria, is detailed below.Essential operating conditions that may be present with training andassessment (depending on the work situation, needs of the candidate,accessibility of the item, and local industry and regional contexts) may also beincluded.

Circulation/lendingsystems may be:

automated manual

Customer inquiriesmay be:

face-to-face by phone by email by fax



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Lending policies and

procedures mayrelate to:

loan periods and their provisions

overdue items damaged or missing items customer access effects on customer access of particular behaviour financial matters

Checking andprocessing of materialmay relate to:

checking for damage, missing pages/pieces orneed for repair processing dispatch

collection for reservations removal from access

Financial transactionswill relate to lendingactivities such as:

fines reservation charges

EVIDENCE GUIDE

The evidence guide provides advice on assessment and must be readin conjunction with the performance criteria, required skills andknowledge, range statement and the Assessment Guidelines for theTraining Package.

Critical aspects forassessment andevidence required todemonstratecompetency in thisunit

Evidence of the following is essential: knowledge of loan processing and othercirculation services procedures ability to process loans within requiredtime constraints and in accordance withprocedures courteous customer communication.

Context of and specificresources for

assessment

Assessment must ensure: use of current industry systems and

equipment for loan processing interaction with others to reflect thecustomer service skills in this unit access to relevant policies andprocedures manuals and loan processingsystems.



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Method of assessment A range of assessment methods should be

used to assess practical skills andknowledge. The following examples areappropriate for this unit: direct questioning combined with reviewof portfolios of evidence and third partyworkplace reports of on-the-jobperformance by the candidate direct observation of the candidateprocessing loan transactions andanswering customer enquiries oral or written questioning to assessknowledge of circulation procedures.

Holistic assessment with other units relevant to the industry sector,workplace and job role is recommended, for example:

CUECOR03B Provide quality service to customers.

.

ASSESSMENT

Student has the equivalent of 15 hours (2 days) in additional to theirworkplace working on the circulation desk.

Supervisor returns TASK LIST for CULLB206B indicating work performance

Student post report in forum ( one extra to the 5 required forplacement) noting their experience,

undertaking registration,

loaning and returning material, dealing with clients managing any financial transactions



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Introduction

Circulation refers to the loan of the library's own materials to a

registered or accredited borrower. A circulation system records the

lending and return of the material. Material may be monographs,

serials or non-book material. Libraries may lend reference material for

short periods, or have a short loan section for heavily used material.

Circulation systems attempt to match the -

- borrower identity

- record of the item lent

- date due.

One of the most important functions of the circulation desk is

customer relations. Clients judge libraries on the attitudes and

efficiency of desk staff. Their perception of desk staff often determines

whether they will return to the library.



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Circulation procedures

Lending and returning items are the most common functions performed at

the circulation desk. These activities generate other procedures such as

renewals, reservations and statistics. Most libraries use an automated

system to control circulation functions and in most cases the circulation

system is part of an integrated package that includes acquisitions,

cataloguing and the online catalogue.

Regardless of the system used there are three basic records required to

control circulation

- individual record of the item being borrowed. Each item in a

library usually has a unique number assigned to it a barcode in

an automated system or an accession number in a manual

system

- individual identification of the patron also usually a unique

number barcode or patron number

- date due of the loan item

Most libraries will have a procedures manual which outlines the steps to

be taken to perform the tasks required.

Registering a patron

Different libraries have different requirements of their patrons before they

can be registered. In a public library often the patron must reside in the

municipality, in a school or academic library the patron may have to be a

member of the school or academic community. Often registering of

individual patrons in school and academic libraries is streamlined as the

information is downloaded into the circulation module from institutions

enrolment system.

When the person first requests registration, you must determine if



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they are in one of the eligible patron groups. This involves requesting

information on their status and explaining the various groupings.

Libraries give different borrowing privileges to different types of patrons.

Different types of patrons may be able to -

- borrow certain types of material while others may not - eg

adults may borrow videos but children may not

- borrow for different lengths of time - eg teachers may borrow

serial issues for 3 weeks, but students for only one week

- be exempt from fines while others are not - eg pensioners

may be exempt from fines in a public library

- borrow different numbers of items

- renew items more often than others

- be given priority for the use of material, even having items

recalled from other borrowers when they request them.

Registration procedures1. Determine if the person is eligible for membership, and the type of

membership.

2. Determine if the person has the necessary proof of eligibility /

identity.

3. Ensure the person understands the conditions of membership, such

as deposits, fees.

4. Have the person fill in a registration form, and transfer the

information to a computer or manual register.5. Provide the patron with a card as proof of eligibility to borrow.

6. Explain the borrowing limits: - number and type of items - loan

period - fine policy, and provide a guide to services and/or a list of

opening hours if they are available.



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Proof of eligibility/identity

Usually proof of identity is required before a patron may beregistered, although some libraries (eg school and special libraries)

have a list of eligible patrons from administrative records. Library

policy sets acceptable proof of identification; this may differ for each

patron group.

In a typical public library, proof of identification in patron groups

might be-

AdultsDrivers licence, rates notice,

other ID that includes their address

Children

Parents' identification and parents'

signature on registration form

Senior citizensAs for adults plus seniors card,

health care card etc

Special groups such as house-

bound, disabled, sight-impaired

Letter of introduction from doctor,

community nurse etc

Public from out of the area As for adults

Ensuring patrons understand membership conditionsMembership conditions may include limits on materials and a deposit or

non-refundable fee required before registration. For instance, if public

patrons of a university library are charged a fee, ensure they are aware

it is a non-refundable annual fee, rather than a deposit returnable when

patrons cancel their membership



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Registration Form

A registration form collects all necessary information about the patron,including name and contact information for correspondence and

overdue notices. Often more than one address is asked for - e.g. a

home address for staff. The information is then transferred to a

register or list. In an automated system this is a patron's record file.

Registration forms are usually not kept after being transferred to the

computer file, unless there is a need for a signature proving that the

patron agrees to certain conditions. Some libraries may not use a

form but enter information directly into the system.

Borrowers cardA borrower's card is given to the patron as proof of lending privileges,

and many libraries will not provide any service unless the patron can

produce the card. Other libraries will allow service if the patron can

prove their identity in some other way. Cards used in automated

systems usually have a barcode attached which provides access to

the patrons record on the circulation system.

Explaining borrowing limits and servicesHaving registered your patron, you should ensure that they

understand the limits to their borrowing, and the fine policy of the

library. Many libraries have a handout for this. Now is a good time for

a little public relations. Let them know the library's other services

and where assistance is available. Public relations is an important facet

of circulation work. Library patrons need to be confident that yourservices are accessible and valuable.



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Lending items

The purpose of all circulation systems is to make a collection availablefor use. The widespread use of automated systems has allowed libraries

to be more flexible in lending their collections. Automated systems can

cope with several categories of patrons borrowing different types of

material for varying lengths of time.

Sometimes the loan a patron requests is not allowed. The patron

may already have the maximum number of loans allowed, or has

asked for a type of material not permitted to them. It is very

important that you follow the policy of the library. If you forbid a

loan, give the reason politely - e.g. `I'm sorry, students are not

allowed to borrow videos'. Above all be consistent. If you allow some

people to break rules, word will get around and you will be asked to

do this more often. This will make it more difficult for your

colleagues; the loans policy exists to prevent this occurring.

Sometimes lending items is called checkout, issuing or charging. In an

automated system the staff member will access the circulation module of

the system, usually with a username and password. Then the lending

function of the circulation module is accessed. The borrowers record is

accessed user the barcode on their borrowers card. Then the item or

items are issued to the borrower by scanning the barcode attached to the

item. The date due slip may be stamped with the date the item is due or

a receipt of the items borrowed is issued which shows item details and

due date. The items are then desensitised so as not to set off the security

alarm when the patron leaves the library. Any fees or charges associated

with the loan are usually collected at this time and a receipt issued.



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automated system the system will generate the notice to the patron -

either a printed notice for posting or an email.

Overdue itemsIn an automated system overdue notices are automatically generated and

sent to the patron, again either a printed notice for posting or an email.

Depending on the policy of the individual library fines may be charged for

overdue items or demerit points issued. Some libraries suspend a

patrons borrowing while they have overdue items. Automated systems

usually suspend patron privileges automatically. Some libraries send

electronic messages to patrons advising them that there borrowed items

are due back soon.

Policies are a very important with regard to overdues as both staff and

patrons need to be fully aware of the policy to avoid conflict. The

following issues are usually controlled by policy

- request for renewal of overdue items

- payment of fines

- replacement of lost items

- disputed returns

- suspension of patron privileges

In the case of disputed returns records must be checked and rechecked

has not been returned and shelved without the loan being discharged.The returns area, sorting shelves and collections must be checked

thoroughly.



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Fines

Many libraries impose fines when patrons do not return material atthe end of the loan period. Most will allow patrons to pay fines in

instalments. Fines are used as an incentive to return items, to make

the collection available to as many people as possible.

On the other hand, fines can be a deterrent to returning material, or even

to borrowing at all. Dealing with fines requires tact.

Missing itemsItems that disappear and items that patrons swear they have

returned must be shown as missing in the catalogue. Most (but not

all) automated systems remove the `missing' tag automatically when

the item is returned or lent.

Banning patronsWhen patrons persistently refuse to return items, refuse to pay for

missing items, or have a large amount of fine money outstanding,

they may be banned from using the library's collection. Banning is

more common in academic libraries, where it is vital that all students

have equal access to collections. Banning is a last resort in most libraries,

as it is bad public relations.

Loans and BookingsIt is confusing for staff and patrons to have a large number of loan

periods. Many libraries allow only two or three - perhaps 2 hours, 4

hours and overnight. This also depends on how flexible the booking

system is.

Many booking systems allow students to book material ahead and use

it at particular times. This is done to give part-time students the same

opportunity to access material as full-timers.

If items are not returned from short loan on time, another patron is often

seriously disadvantaged, so fines are heavy and no grace period is



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Using an automated circulation system

Automated systems vary, but some procedures are common to all.

Login is the first task of any day, and most systems have passwords

that restrict access to particular parts of the system according to

your duties. For example, a circulation officer might be allowed to

inquire on the catalogue, but not to change anything. Passwords

protect the system against unauthorised changes. They should be kept

secret, and changed frequently.

A large library may have several terminals dedicated to circulation,

and many other terminals throughout the library doing different tasks

- e.g. the online catalogue, cataloguing etc.. Often one terminal is

permanently used for lending, while a second is used for returns,

enquiries and other tasks such as overdues.

A barcode reader is used to enter borrower and item ID numbers. The

system links the records and calculates a date due. Different dates

for different types of materials are calculated automatically. On

return, entering the item barcode discharges the loan.

Barcode readers, particularly light pens, are notorious for not reading

the number every time. Often they still give a finishing beep, and it is

easy to think the number has been accepted.

Items are then left unrecorded or recorded as overdue, when they are onthe shelves. When using a barcode readeralways check the screen to

be sure that the item's loan or return has registered.

Many systems print a receipt showing the date due for the patron.

Some libraries stamp a slip inside the item with the date due. Date

due stamps are not used in many libraries to save staff time. Some

libraries allow patrons to stamp their own if they wish.



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Most systems allow the circulation officer to decide if illegal loans are

to be allowed or not, rather than just refusing to process the loan. This

is called overriding the system. Being able to override the system may

mean referring to another staff member, if you are not allowed to do

so.

Most systems use function keys to shortcut from one task to another -

e.g. reserve when lending. It is very irritating for staff to have to move

from one task to another by menus only. Learning shortcut keys and

functions is an important part of using an automated system

efficiently. Some older systems have commands barcoded, to allow

quick movement from one process to another.

Barcodes in books are often damaged by borrowers who think they

have something to do with the security system. Because barcodes are

often linked to accession numbers, changing the barcode on an item

is, in some systems, a very protected procedure, and must be doneby someone with the correct security clearance.

Fines are usually calculated automatically by the system on return of

the item. Some systems automatically print a receipt on payment of

the fine, and provide for accounting purposes tallies of fines paid by

each borrower, and a total of fines collected.

Self-checkoutMany libraries use self-checking stations, where patrons place their

barcoded membership card and the barcodes of the items they are

borrowing under a barcode reader. The system records the loans. If

the patron is ineligible to borrow for any reason, they will be referred

to staff at the circulation desk.

This saves staff time checking out material and reduces queues at

the circulation desk. The self-checking stations also desensitisesecurity strips in the item. However they may damage magnetic



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materials such as videos and software. They may not be effective if

barcodes and security strips are not in the same place on all items.

Security systems

Many libraries have installed security systems to deter would-be thieves.

Most systems work by installing a trigger device in each item in the

collection usually a magnetised strip which is usually hidden somewhere

on the item. The triggers are demagnetised when the item is loaned and

then remagnitised when the item is returned, prior to being shelved.

When the patron leaves the library and passes through the security

system usually a set of gates at the entrance to the library any

magnetised or un-borrowed items will activate an audible alarm

Some libraries pass the item around the barrier without demagnetising the

strips, to save time and the expense of a demagnetiser. Clients collect the

items when they have passed through the barrier. This can cause

problems when the books are taken into other libraries, or brought back

into the lending library.

If the alarm goes off, do not assume that the patron is stealing, and do not

treat them as criminals. There are many ways for the alarms to be

triggered: clothing tags, items from other libraries, tags not properly

demagnetised and so on.

-

Ask if any material from another library may have set off thealarm.

- Politely ask to check bags - the patron should do this, not staff,

who should just watch.

- Look for items from other libraries

- Check that items from your own library are booked out and

demagnetised

- You may need to pass the material around the gate - e.g. if it

comes from another library that does not demagnetise



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Short Loans-

Short loan is mostly used in academic or school libraries, where a lot

of patrons want the same material at the same time, it can also be

referred to as counter reserve or course reading. Often they all

need to use it during a short period - e.g. when an assignment is due.

Many university libraries have a separate short loan or reserve

section in their library, and material on short loan is not allowed

outside the area. Security systems ensure that material is not even

taken to other parts of the library.

In an academic library, short loan collections usually feature

- very short loans - some as short as two hours, or overnight if an

item is taken in the last hour the library is open and returned the

following morning.

- booking ahead to reserve an item for a particular period

- material from the library's collection, private copies, andtemporary material such as

- photocopies

- heavy fines to discourage clients from keeping the item

longer than permitted, thus disadvantaging others

- heavy penalties if fines are not paid.

Other libraries, such as special or public libraries, may also have

small collections of in-demand material, kept behind the desk where

they are monitored. They are seldom as stringent as academic

libraries in the use of short loan.

Non-academic libraries have loans of varying periods, depending on

the expected demand. They may or may not fine, depending on the

library's policy and the demands on the short loan material. Heavy

fines are used when necessary to enforce sharing the material in times

of heavy demand.



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Material for Short Loan

In academic or school libraries, teachers or lecturers normally notify

the library about what needs to be placed in the short loan

collection. Sometimes all material on reading lists is automatically

put in short loan. Liaising with teaching staff about their needs is an

important part of short loan management. Material will only be

available to students when needed, if the library is notified in time.

When a library has multiple copies, some copies may remain lendingcopies, depending on the expected demand and the library's policy.

When the library does not have a copy of a particular item, teachers or

lecturers sometimes put their own copies into short loan to make

them available to students. The library may also rush purchase copies

when necessary.

Teachers or lecturers may also request temporary materials such as

newspaper articles or photocopies in short loan, to ensure students

have access to them. Some articles are acquired on interlibrary loan for

short loan collections. Lecture notes and recordings are also often kept

in short loan.

In non-academic libraries, material is generally put on short loan by

library staff, who judge the demand for material.

Adding Material to Short Loan Collections Material in the library

collection is added to short loan by

- moving or copying the item record to the short loan system

- specifying in the system the course the short loan is required by

- changing the call number in the item record and on the item

to include the collection

- symbol

- reshelving the material in a separate section of the library.



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Material being added to the short loan collection is normally marked

distinctly, with large stickers or jackets for easy identification by

circulation staff.

For material not in the library collection, a temporary item record is

created. Most automated loan systems allow you to do this, without

having to add a record to the catalogue.

Information on the relevant course is added to the record, to allow

staff to locate items when they are asked for by course or lecturer.

Students often do not have citations of material they require; they

only know that some material has been placed in the library for them.

Reciprocal borrowing

Reciprocal borrowing is where patrons from one library can borrowfrom another. Usually academic libraries have a reciprocal borrowing

scheme. The most common scheme in Victoria is the CAVAL

Reciprocal Borrowing Program. Students and staff members from

libraries participating in the CAVAL program are able to borrow

material from other participating libraries.

Other reciprocal borrowing schemes include the University Library

Australia (ULA) and the TAFE National Reciprocal Borrowing Scheme

(TAFE NRBS)



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Financial operations

When working on the circulation desk library staff will often need to

process financial transactions. Many libraries charge for services such as

reserves and photocopying and may also apply fines for overdue items.

Some libraries sell items such as library bags and stationery. Bigger

libraries will have a cash register but smaller libraries may have less

formal cash handling procedures such as a cash drawer or cash box.

Safe cash handlingWhatever system is in place for processing financial transactions the

following procedures are recommended

- When taking cash from a customer follow these steps

1. Call the amount tendered

2. Place the amount tendered on the register but not in the

cash drawer until the customer has received their change

3. Count back the change to double check yourself

4. Avoid being distracted by other people while processing a

transaction

- The cash drawer or cash box is kept closed and out of reach of

the public.

- Staff should not turn their back on an open cash drawer or cash

register

- If a cash register is used the drawer should be shut after each

transaction

- Cash register keys should be kept away from the desk when not

in use.

- Members of the public should not be allowed behind the desk



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- All no sale transactions must be accounted for. Keep the

receipt, write the reason for the no sale on the back and keep in

the register

- All incorrect transactions must be accounted for. Keep the

receipt and write VOID across the front and the reason on the

back and keep in the register

- All excess cash should be removed, transferred to a cash bag

then stored in a secure place away from the desk

- A second person must be in attendance during the cash pickup

and balancing procedures

- For personal security reasons a second person should be in

attendance when cash is being taken to another part of the

library

-

At the end of the day remove the cash and non cash documentsfrom the register and store in a safe place.

- Leave the cash drawer open to prevent damage to cash register

if there is a burglary.



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