Salutations! Welcome to another edition of Monday ‘Minders. This week’s ‘Minder focuses on “help us help you!” As always: Please share with your staff!
Here are some tips to help you get better answers/assistance when contacting Melissa or I for help about something in WorkFlows or the Catalog:
- More Info. There cannot be too much info. Barcodes are essential.
- Patron Barcode – any email that includes the phrase “a patron…” should also include the patron’s barcode (or at least full name).
- Item Barcode – any email that includes phrases like “an item”, “a hold on…” or “checked out a….” also needs to include barcodes, or ISBN, or complete Title/Author/Edition/Format info for those items.
- Provide your name & contact info. This is especially important for libraries who have multiple staff sharing one email address, or forwarding from public-facing departmental email address—eg, CirculationStaff@libraryname.org, LibraryStaff@libraryname.org, or Info@libraryname.org. When we get these, we have no idea which of the 10 possible people using that email address to follow up with.
- Contact us ASAP. Any email that includes phrases like “Sometime last week…” make it extremely difficult to provide a satisfactory answer.
- Be as specific as possible.
- Pictures -- “I got a weird error” only works if you also include a snip/screenshot/transcription of the exact error wording.
- Dates -- “Yesterday Afternoon” is much better than nothing; but “Sunday Afternoon, Feb 16th ” is even better in case we don’t see the email right away, or can’t get to it right away.
- Details – what steps did you (or the patron) take? Did it happen more than once? What did you try to solve/figure it out it yourself?
- Email us both. When in doubt who to ask, or in a hurry, contact both of us. We’ll sort it out at this end.
- Be persistent. If we haven’t gotten back to you in a timely fashion, please remind us!! It is incredibly easy for an email to get buried under a deluge of other email. Reminders are especially helpful if you called on the phone and we didn’t resolve the question on the spot.