Customer Registration Manual

Transcription

1 0 Customer Registration Manual

2 1 Table of Contents Internal Controls 3 Library Cards 4 Resident 4 Free Cards 4 Educator Cards 5 Books for Dallas Babies 7 Company Cards 8 Company Cards: (LIB-PRO-142) 8 Company Card Sample Letter 9 ecards 10 Fee cards 10 Short-Term Residents 10 Transitional Addresses 11 TexShare Non-Residents 12 Internet Cards 12 TexShare 13 DPL Registered Borrowers 13 Non-Resident Borrowers 14 Contact Info 14 Identity & Address Verification Requirements 15 Acceptable Forms of Photo Identification 15 Acceptable Forms of Address Verification 16 Customer Registration 17 Applying for a Card 17 Library Card Application - for offsite use: (LIB-FRM-120) 17 Issuing a Library Card: (LIB-WKI-124) 17 Registration in Polaris 19 Patron Search by Name 19 Updating Expiration Date & Address Check Blocks 21 Replacing Lost Cards 22 Cloning Patron Records 27 Choosing Patron Codes & Stat Classes 29 Company Card 29 DISD Student (BAP & BHI only) 29 DISD Teacher 29 DPL 29 ecard 29 Educator 30 Fee Card Non-Resident 30

3 2 Free Non-Resident 30 Internet 30 Resident 30 Short-Term Resident 31 TexShare (NR) 31 Stat Class & Patron Code Table 32 Expiration Date Changes 33 Address Verification Date Changes 33 Online Patron Registration (PACREG) 34 Notification Options 35 Notification 35 Phone Notification 36 Text Message Notification 36 &Text Message Notification 36 Phone & Text Message Notification 36 & Alternate Notification 37 & Telephone Notification 37 Renewing a Library Card via 38 Offsite Registration 39 Offsite Library Card Signups 39 ecard Signups 41

4 3 Internal Controls Staff is not permitted to manage their own library accounts. This includes the following: Checking out and renewing materials through the Polaris Staff Client. Checking in your own material (it is acceptable, if, while checking materials in, you happen to check in your own items). Applying free days at check-in to avoid fines on your own card or a family member s card. Paying or waiving your own fines through the Polaris Staff Client. Waives on staff accounts must be performed by a Manager. Please ask a co-worker to carry out these functions for you, use a self-check machine, or manage your account through our website

5 4 Library Cards Resident Free library cards are issued to City of Dallas residents. Replacement cards are available for a $4 fee. A customer who has forgotten his/her card may still borrow material with a photo identification and $1 fee. Free Cards Provided to the following groups regardless of residency: Employees of the City of Dallas (city badge or employment verification required). Active volunteers who have completed 20 hours of service. Teachers and students in Dallas Public Schools (DISD) or in any public elementary or secondary schools located within the city limits of Dallas. Please visit for a listing of charter schools. Verification of current employment with DISD is required in order for a non-resident teacher (including principal and vice-principal) to obtain a card. Current school ID badge, current pay stub, or letter from the principal of the school is acceptable forms of employment verification. Verification of current enrollment with DISD is required in order for a nonresident student to obtain a card. Acceptable forms of enrollment verification are: current school ID badge, current registration, or current report card.

6 5 Educator Cards Educator Library Cards allow educators to borrow most library materials for a longer loan period. Privilege Regular Library Card Educator Library Card Loan Period - DVDs 7 days 7 days Loan Period Music CDs 21 days 21 days Loan Period 21 days (3 weeks) 42 days (6 weeks) Print material/audiobooks Item Limit* Hold Item Limit* Multiple Holds* (on same item) Yes, with staff assistance Yes, with staff assistance Access to econtent Yes Yes *Checkout and hold limits for media apply. Educator cards are for material for curriculum support or classroom use only. Who can get an Educator card? Teachers, librarians and administrators (resident or non-resident) in Dallas Public Schools (DISD) or in any public elementary or secondary schools located within the city limits of Dallas are eligible. o Verification of current employment with DISD is required for a non-resident educator to obtain a card. o Current ID badge OR current pay stub OR letter from the principal of the school are acceptable forms of employment verification.

7 6 Anyone residing in the city limits of Dallas who is currently employed as an educator, childcare provider or afterschool program provider at a school, childcare facility, or afterschool program in the city limits of Dallas. o Verification of current employment with facility is required to obtain an educator card. o Current ID badge OR current pay stub are acceptable forms of employment verification. Homeschool education providers living in the city limits of Dallas. How does a customer get an Educator card? Apply in person at any of our locations; Show valid driver s license or state issued ID; Provide proof of current employment with DISD or other approved facility; Request Educator card status. How long is the card valid? Educator cards are valid for one year from date of application. Annual renewal required with proof of current educator status.

8 7 Books for Dallas Babies Issued to babies born in These library cards have a unique numbering sequence (2756). Regular circulation procedures and residency requirements still apply to these cards. The baby does not have to be born at Parkland to receive this card. If a parent loses their Books for Dallas Babies card, they may get a replacement card for free please remember to replace with another Books for Dallas Babies library card. Additional cards are being kept at Central Circulation, please contact Central Downtown Branch to request more.

9 8 Company Cards Company Cards: (LIB-PRO-142) Issued to companies inside the city limit of Dallas. Companies must request library cards on company letterhead (see example below) signed by an officer of the company or for larger companies, the head of the department requesting the cards. Please do not accept a business card. The company may request up to two cards. Company card must be present at all check outs. Remember the following when registering a company card: Enter the company s name in the Last name field. Enter the assigned employee s name in the First name field. If there is not an assigned person enter No Specific Assignment in First Name field. Enter today s date for birthday. Write the card number(s) on letterhead. Branch Locations should forward to Central Downtown Branch immediately.

10 9 Company Card Sample Letter 5924 Milky Way Rd. Dallas, TX FAX October 7, 2010 Dallas Public Library ATTN: Circulation Services 1515 Young Street, Floor 1 Dallas, TX To Whom It May Concern: Please issue two company cards to Spacey Space Sprockets for the use of the Marketing Department. The following people have authorization to use the cards: 1. George Jetson 2. Jane Jetson If there are any questions regarding the card please contact my assistant, Astro Jetson at ext Thanks for your assistance and time. Respectfully yours, President Cosmo G. Spacey Cosmo G Spacey

11 10 ecards Issued to City of Dallas residents who want access to econtent only. ecards can also be issued without parental consent for ages 13 and up, either with the paper form or with the students utilizing PACREG. If they are paper applications, and the parents have to sign off, then we could issue ecards or Library cards regardless of the student's age. Fee cards Non-residents may also purchase a fee card. Refunds are provided for unused fee cards only, same day of purchase. $25 5-item punch card $60 15-item punch card $ item punch card $250 unlimited checkout for one year from the date of purchase Short-Term Residents The Patron Code of Short-Term Resident is used to issue a library card to a customer that will only be residing in Dallas for a short period of time. These cards will be issued for a maximum of 3 months and have a 5 item limit. Short- Term Residents do not have access to Interlibrary Loan or TexShare The customer will need to provide a letter from the residence to verify residency; you will go by the date on the letter. For example, the letter is dated July 1, 2016 You will need to change both the Expiration Date and the Address Check date to October 1, Examples of persons qualifying for a Short-Term Resident card include (but are not limited to) the following: Customers who are working in Dallas for a short time and temporarily reside at an extended stay hotel. Customers who are in transitional housing.

12 11 Transitional Addresses A Short-Term Resident card can be issued for the following addresses with a dated letter from the shelter/residence documenting the customer s length of stay. Listed below are common transitional addresses. Austin Street Shelter The Bridge Union Gospel Mission Dallas Life Family Gateway 2929 Hickory St 1818 Corsicana St 4815 Cass St 1100 Cadiz St 711 S Saint Paul St Genesis Women s Shelter 4411 Lemmon Ave Suite 201 Salvation Army Salvation Army Union Gospel Mission The Stewpot First Presbyterian Church of Dallas Welcome House River of Life Homes Shelter 5302 Harry Hines Blvd 5554 Harry Hines Rd Irving Blvd 1822 Young St 1835 Young St 921 Peak P O Box or P O Box Hour Club 4636 Ross Ave Interfaith Housing Coalition Reconciliation Outreach Austin Street Shelter 5612 Ross Ave 4311 Bryan St 2929 Hickory St

13 12 TexShare Non-Residents Issued to Non-Residents. Any non-resident wishing to apply for a TexShare card with Dallas Public Library may do so with photo identification and address verification, along with the completed TexShare card obtained from his/her home library. A non-resident TexShare borrower may also purchase a fee card (customer would have 2 simultaneous accounts). Remember the following when registering a TexShare Non-Resident card: Attach paper barcode to the back of the TexShare card. Register the customer in Polaris changing the patron code to TexShare [NR] Change the Expiration and Address Check dates (not to exceed 6 months). Customer must provide phone number and/or address. Type the patron s home library and card number in the TexShare Borrower Information box, located on the secondary registration screen. Limitations for non-resident TexShare cardholders: No more than 5 items may be borrowed at one time. No non-circulating items may be borrowed. Non-resident TexShare cardholders do not have access to DPL databases or Overdrive digital media. Internet Cards Issued free of charge to teens and adults with a photo identification. Replacement cards are free and there is no charge to look up Internet account. A parent/guardian can request an Internet card for a child by providing a photo identification. Address verification is not required to issue an Internet card. An Internet card should be issued to customers who do not have a Dallas Public Library card.

14 13 TexShare The TexShare card program is a reciprocal borrowing program. It is designed to allow registered users of participating libraries to directly borrow materials from other participating libraries. DPL Registered Borrowers The following patron codes may obtain a TexShare card to use at other participating Texas libraries: Resident, Free Non-Resident, Educator, and DPL. Use the Program field to indicate that a card has been issued to Free Non-Resident, Educator, and DPL patron codes in addition to selecting the appropriate Statistical Class, as shown in the below example. Patron Code: Free Non-Resident Stat Class: Program: Town of Addison Free Non-Resident TexShare Change the Expiration and Address Verification dates to 6 months. The customer s account must be in good standing prior to issuing a TexShare card. Please emphasize the importance of following the lending library s borrowing policies to your patron.

15 14 Non-Resident Borrowers Non-resident customers must obtain a TexShare card from their home library and present photo ID and address verification. Patron code is TexShare [NR]. Remember to collect contact preference we must have phone or information in order to issue an account. Change the Expiration and Address Check dates to 6 months or less, depending upon date on card. The only information that should be in the TexShare field is the account number and the home library. Contact Info You may contact texshare@tsl.state.tx.us to order additional TexShare cards.

16 15 Identity & Address Verification Requirements 1. Photo identification with current physical address or photo ID with address verification is required to obtain a library card for any applicant. It is not necessary to request additional address verification if the customer states that the address on their photo ID is current. 2. To obtain a library card for a child (ages 14 and under), a birth certificate or other form of youth identification (such as school registration) must be provided if child is not present. If child is present, no youth identification is required. Acceptable Forms of Photo Identification Some acceptable forms of photo ID are: Driver s License State ID Matricula Consular Concealed handgun license Passport

17 16 Debit/Credit card (w/photo) Work ID Photocopy of license with clear photo Acceptable Forms of Address Verification P.O. Box address may be used as a secondary mailing address, but is not accepted as address verification. Some acceptable forms of address verification are: Voter s registration card (current) Lease agreement (current) Vehicle insurance (current) Checkbook Online Bill Current mail with physical address (within last 30 days). Mail must be typewritten or computer-generated.

18 17 Customer Registration Applying for a Card Library Card Application - for offsite use: (LIB-FRM-120) Issuing a Library Card: (LIB-WKI-124) Adult: Ask customer if he/she resides within the city limits of Dallas. If Dallas residency is in question, check the Dallas Central Appraisal District (DCAD) website for property addresses located within the city limits of Dallas. If yes, proceed to step 2. If no, explain options of Fee Card, TexShare card, or becoming a DPL Volunteer. Ask customer if his/her driver s license or state issued ID has the current home address. If yes, check registration files for an existing account. See Patron Search by Name. Proceed with issuing a library card with information on the driver s license, making sure that a telephone number and/or address is given along with a password for the account. Also, at this time share account access information as well as database information. If no, explain to the customer that a lease agreement or piece of mail received within the last 30 days, along with the photo id is required to verify Dallas residency. When provided, issue the card with information on the mail (address) and identification (driver s license number, date of birth). Have customer read and sign card. Offer Voter s Registration card.

19 18 Child: To obtain a library card for a child (ages 14 and under), a birth certificate or other form of youth identification (such as school registration) must be provided if child is not present. Follow Step 2 above to issue card. Teen: A teen may provide a DISD school badge with current school year in order to obtain a library card. School registration or report card may also be used. If teen does not have any of the above, a parent or guardian may apply for a library card for the teen. Follow Step 2 above to issue card.

20 19 Registration in Polaris From the Polaris shortcut bar, select Patron Services, Patron Records or Press [F7] to search the patron s name and check for duplicate records. Type in Last Name, First Name - the comma and appropriate spacing is required if you search for both Last and First name. Patron Search by Name You can search for patron records according to any of the access points listed in the by box on the Find Tool. Here are some special considerations for common search access points. When searching by patron name, apply the following rules: Searches are not case-sensitive. You can type names in uppercase, lowercase, or both. When doing a search by Name (Last, First Middle), you must place a space between the comma and the first name. When typing a compound Last Name, do not use any spaces. For example, type MacDonald (instead of Mac Donald).

21 20 Here are examples of common ways to search by patron name: By (Search Access Point) Last, First Middle Last, First Middle Last, First Middle Last, First Middle First Middle Last Type (Type of Truncation) Implicit Implicit For (Text to Search for) Barry (without a comma) Barry, (with a comma) Results All Barry surnames and variations beginning with Barry, such as Barryman All Barry and no variations Implicit Barry, John The extreme right term (John) is truncated. Results would include: Barry, John; Barry, John Adam; Barry, Jonathan But not Barry man, John Explicit Barry, John* Same results as implicit for Barry, John Explicit John* Barry Results could include: Barry, John Barry, John Adam Barry, Johnathan

22 21 If patron is in the system already then you will need to address any account blocks. Here is an example of the block that you will see indicating that you will need to update the patron s account. Click No and change Expiration Term to 1 year. See Patron Codes & Statistical Classes for exceptions Updating Expiration Date & Address Check Blocks 1. Patron will need to provide a current form of address [ID Card/Driver s License; or a piece of mail] to verify their identity. 2. Open the Patron Record. 3. Update the Expiration date to 1 year. Update the Address Check date to 1 year. See Patron Codes & Statistical Classes for exceptions 4. Save the Patron Record. 5. Open the Patron Status Screen [Press F9] or go to View->Patron Status. 6. Select the General Tab from the options on the left hand side of the screen.

23 22 7. Select the Address Check and Expired Registration blocks and click the Delete button to remove blocks. 8. Return to normal operation. Note: If the patron blocks notice is still present on the checkout screen, cancel the transaction and then scan the card again so that the system will pull the newly updated information. Replacing Lost Cards From the Polaris Shortcut Bar click on: Circulation, then click on Patron Status. Search for name by: Last, [space] First Name [ENTER]. Right click on matching record; Open. Update Expiration date to 1 year & Address check to 1 year. See Patron Codes & Statistical Classes for exceptions Update address if required. 5.1 Highlight address and click on: Edit

24 Enter Postal Code [double click to select City/State] 5.3 Update address and if needed. [Click OK] 5.4 Click on the General tab. Copy the original barcode and paste in the Former Barcode box. Scan the new barcode in the Barcode field above the Last Name field. Save record, [Ctrl S] or click on the save icon. Tip: You may proceed to Check-out at this point by clicking on the Check-out icon (red arrow going out at the top of the Registration screen). If not checking out at this time, X out of Registration screen. If patron is not in the system: 1. [Ctrl] + [N] or press in the Polaris toolbar, then press [P] to highlight Patron Record in the New Objects list. 2. Press [Enter] or click OK. 3. The bold fields are required to save the record in Polaris.

25 24 Note: You will not be able to save without specifying a notification option. 4. Click icon to add an address to the record. 5. Type in the Zip Code first and the City, the County and State will automatically be filled in for you. The City, County and State information is pulled from a zip code table within Polaris. These fields will be in all CAPS; please do not modify these fields. 6. If the zip code you have entered is shared by a city other than Dallas, you will need to select the correct city from the drop down menu. This is also a good reminder to check for Dallas residency using DCAD. 7. Fill in the street address and press ENTER.

26 25 8. Click the General tab to add remaining patron information: Statistical class: used only for specific Patron Codes. Password (required field): Add the last 4 digits of the library card number as the Password. Inform the customer that they may change their password online if they wish to. Language: This tells Polaris in what language your customer would like to receive notices. We only send English and Spanish notices. Former barcode: Cut and paste the original barcode in this field when a customer is replacing a card as well as when they have registered online (PACREG). Birth date (required field). Date of original registration: defaults to current date when issuing a new card. ID Number: while not a required field by Polaris, we should be obtaining an ID number of some sort from our teen and adult customers. Enter the ID number first and then the type of ID. For example: TXDL Parent/Guardian: used for children 14 and under. Enter the parent s first name first and then the last name.

27 26 TexShare: used for Non-Resident TexShare users. Please enter the Borrower ID and Library provided on the front of the customer s TexShare card. Click [Ctrl + S] to Save or click on the save icon.

28 27 Cloning Patron Records This is used when you are issuing multiple cards with the same address. From Patron Services select Patron Records. Locate Patron by name, barcode etc. Enter. Highlight Patron name and right click. Select Open. Go to File. New or Ctrl + N. Choose: Copy Existing Work Form. OK.

29 28 Scan new barcode. Change name, birthdate and password. Click [Ctrl + S] to Save or click on the save icon.

30 29 Choosing Patron Codes & Stat Classes Company Card DISD Student (BAP & BHI only) DISD Teacher DPL ecard

31 30 Educator Fee Card Non-Resident Free Non-Resident Internet Resident

32 31 Short-Term Resident TexShare (NR) Remember to complete this field with Home library and card number.

33 32 Stat Class & Patron Code Table Patron Code Statistical Class Expiration Date Address Check Date Resident None 1 year 1 year TexShare [R] 6 months 6 months Short-Term Resident None Not to exceed 3 months Not to exceed 3 months Free Non-Resident City Employee 1 year 1 year Student 1 year 1 year Town of Addison 1 year 1 year Educator None 1 year 1 year Fee Card Non-Resident N1 1 year 1 year N2 1 year 1 year N3 1 year 1 year N4 1 year 1 year Company Card None 1 year 1 year Internet None 1 year 1 year TexShare (NR) None Not to exceed 6 months Not to exceed 6 months DPL DPL Employee 1 year 1 year DPL Volunteer 1 year 1 year

34 33 Expiration Date Changes The Expiration Date in Polaris defaults to 1 year, unless the customer registers online. Change the Expiration Date for the following Patron Codes ONLY: TexShare (NR) Change date to date recorded by issuing library, not to exceed 6 months. Short-Term Resident Change date to date on letter of residence, not to exceed 3 months. PACREG Change to 1 year Resident (resident customers who have requested a TexShare card from DPL to use at other library systems) Change to 6 months Address Verification Date Changes The Address Verification Date in Polaris defaults to 1 year, unless the customer registers online. Change the Address Verification Date for the following Patron Codes ONLY: TexShare (NR) Change date to date recorded by issuing library, not to exceed 6 months. Short-Term Resident Change date to date on letter of residence, not to exceed 3 months PACREG Change to 1 year TexShare [R] Change to 6 months

35 34 Online Patron Registration (PACREG) Follow Registration guidelines to issue the customer a permanent card. Polaris PACREG does not check for duplicate accounts as robustly as the Polaris staff client it only checks for exact matches on name and date of birth. It is extremely important that we are diligent in checking for existing accounts before issuing a new card. Important reminders when issuing a library card from a PACREG account: Remove Verify patron data block. Change Expiration Date. Change Address Check Date. Change Patron Code from Self-Register to appropriate Patron Code and change Statistical Class (if applicable). Verify that patron account information has been entered in the correct format: o Patron information should be entered in title case: Dewey Decimal rather than DEWEY DECIMAL. o Text number should be entered in the following format: o Phone number should be entered in the following format: o Duplicate address should be removed from alt. field (if applicable).

36 35 Notification Options Customers can choose to receive notices in 3 formats: , telephone, and text messages. Notices can also be sent via more than 1 notification option. Please note that format is extremely important for phone numbers and text message numbers. Notification The opt-out notices are available in format only. Since the default is to NOT opt out, an account entered without an address will receive this prompt message. Select Yes.

37 36 Phone Notification Text Message Notification &Text Message Notification Phone & Text Message Notification

38 37 & Alternate Notification & Telephone Notification

39 38 Renewing a Library Card via 1. Customers are able to renew library cards via Please note TexShare, non-resident fee cards, and Town of Addison cards must be renewed in person at any Dallas Public Library location. 3. Customers will need to a scanned image of their current driver s license or state-issued identification to Library Customer Service: librarycustomerservice@dallaslibrary.org. 4. If the customer s license does not have the current Dallas address, the customer must include a current utility bill or other business mail that has the current Dallas address. 5. Additional documentation may be required for Free Non-Resident cards. This will be communicated to the customer by the library customer service staff. 6. For company library cards, a renewal request on company letterhead, signed by the officer or department head is required. All fines and fees must be paid before any company card can be renewed. 7. Customers will be notified by once their library card is renewed. Please allow for up to 3 business days for renewal.

40 39 Offsite Registration Offsite Library Card Signups Option #1 Staff visits location with Wi-Fi access and utilizes laptop and/or other mobile devices. If organization is DISD/Charter school, proceed to step 2. Staff informs customer of eligibility requirements. Staff informs customer that a current government-issued photo ID is required to obtain a library card; proof of Dallas residency in the form of a lease agreement, utility bill, etc., is required if photo ID does not have current city of Dallas address. Staff verifies customer information. Utilizing Polaris Leap, staff will register the patron following the Registration guidelines. NOTE: Make sure that the device you are using is Leap enabled and you are using the correct URL. Option #2 Paper applications are distributed at an off-site event community engagement event. Staff informs customer of eligibility requirements. Staff informs customer that a current government-issued photo ID is required to obtain a card; proof of Dallas residency in the form of a lease agreement, utility bill, etc., is required if photo ID does not have current city of Dallas address. Staff informs customer of nearest library location(s). Customer visits branch with application and appropriate ID/address verification. Library card is issued by staff.

41 40 Option #3 Appropriate for small off-site events, small classes, and field trips. Paper applications are distributed in advance to organization. If organization is DISD/Charter school, proceed to step 2. Staff informs customer of eligibility requirements. Staff informs customer that a current government-issued photo ID is required to obtain a card; proof of Dallas residency in the form of a lease agreement, utility bill, etc., is required if photo ID does not have current city of Dallas address. Paper applications are collected on-site. 3. Staff takes applications back to unit for processing. Staff checks for existing, duplicate accounts before issuing a new card. Cards should be entered within 48 business hours. Write the customer s name on each library card. Staff sends paper applications to eservices for quality control. Staff delivers cards to organization.

42 41 ecard Signups Option #1 ecards Appropriate for DISD/Charter Schools. 1. Unit organizing the card signup will notify eservices in advance of school and school address that will be used as well as designated registration period. 2. Students will register online, entering the following info: First, Middle, Last Name Birthdate School address Enter student ID in the ID field. 3. eservices will issue an ecard number to each student. 4. eservices will provide a Welcome brochure which includes card number, password, online resource information, and how to get a physical library card by bringing in their school id, parent id, etc.) 5. eservices will label Welcome brochure with the student s name and student ID. 6. eservices will send the Welcome brochure to the unit organizing the signup for distribution to the school.

43 42 Option #2- ecards Notify eservices 2 business days before sign up to receive preprinted ecard numbers. Staff visits location with Wi-Fi access and utilizes laptop and/or other mobile devices for customers to register online for a card. If the organization is DISD/Charter school, proceed to Step 3. Staff informs customer of eligibility requirements. Staff informs customer that a current government-issued photo ID is required to obtain an ecard; proof of Dallas residency in the form of a lease agreement, utility bill, etc., is required if photo ID does not have current city of Dallas address. Customer registers for card online. Staff records PACREG number on the Offsite Registration Log (LIB-FRM-122) next to a pre-printed ecard number. Staff gives customer ecard Welcome brochure (which includes card number, password, online resource information, and how to get a physical library card) and informs customer that it will take up to 48 business hours for ecard to become active. Staff informs customer of ecard benefits and that it can be upgraded to a physical card in order to borrow physical material. Staff informs customer of nearest library location(s). Staff sends completed Offsite Registration Log to eservices via interagency mail. If unit has scanner available, please scan forms to LIB CircProcedures to expedite process. eservices will update customer record to reflect ecard as the patron code and make any other necessary modifications.