Handling Sandra

Handling Sandra’s mail

If there is e-mail that does not fall into the categories below, read it and try to handle it as best you can. Leave Sandra a note or e-mail about what you did. Move the original into the "HOLD" Pegasus folder, so that the "IN" box will not be cluttered. Sandra will check the mail on her return.

HIGHER PRIORITY

Subject: Web Recall Request -- Highlighted PINK

These are requests that come from the ACORN system after patrons have requested a Recall. They should be processed immediately.

Place recall on the book for the patron

Use "FORWARD" instead of reply to notify the patron that the recall has been placed. Remember to type in the person’s e-mail address, as given in the text of the e-mail – not the "From" address. (Since these come from the ACORN system, replying will only cause the notice to come back as "un-deliverable")

Use "MOVE" to put the original request in the file "Recall-Keep 1 mo. then delete."

Subject: Rush Request -- Highlighted NEON BLUE

These are requests that come from the ACORN system after patrons have requested rush processing on something that is "IN PROCESS" "NOT AVAILABLE" or "ASK STAFF." They should be processed the same morning.

Print out a copy of the request for filing in the black "RUSH" binder

Follow directions for processing RUSHES as outlined on

http://divinity.library.vanderbilt.edu/staffweb/circulation/rushreq.htm

Move the original request in Pegasus to the RUSH Tray – then "Rush Requests" folder

MEDIUM PRIORITY

From: sirsi@acorn2.vanderbilt.edu OR

admin@acorn2.vanderbilt.edu

Highlighted BLUE

These are items from the morning reports that are e-mailed rather than printed. They usually are Overdue Notices for ILL, or Overdues for one of the "Lost" accounts.

It the item is an ILL overdue notice, it should be forwarded in Pegasus mail to Merry Baltrop.

Change the subject line to reflect what it really is. For example, if the notice is a "Due Today" put "Due Today from DIV" in the subject line.

DELETE the original of the e-mail that remains in the "IN" box.
Merry will reply back to the e-mail account and include the barcode numbers of item that should be renewed. See next section "From: Merry Baltrop".

If the overdue notice is for the "Lost" account, print it out and put it in the search request box with the note, "search then charge to next stage".

From: "Merry Baltrop" -- Highlighted Neon Green

Merry is the person on the ILL team who usually deals with the circulation side of ILL. If a Divinity Book needs to be renewed or discharged from the Divinity ILL account (203997), then she is the one that usually requests it.

NOTES:

If the item is past the renewal limit, go ahead and override to renew, but let Merry know that it is past the limit and needs to be returned to Divinity.

Occasionally Merry’s records indicate that an overdue book has been returned. In this case, print out the information on the book and put it in the search box with the note "ILL claims returned."

RETURNED E-MAIL

You may see any of the following:

"From: Mail Delivery Subsystem"

"Undeliverable E-mail"

Try to open the e-mail and read it as best as you can. There are often long headers, or problems opening this kind of mail.
If the e-mail was misdirected but appears to be intended for Sandra, move the item to the mail folder "HOLD" for Sandra to read later.
If the e-mail was a library notice or some other e-mail meant for a patron, follow these steps:

Look up the patron on ACORN and try to find a means of contact (home phone, work number)

Call the patron and ask for new information and inform him/her of the information in the undelivered e-mail

Using the "Modify User" wizard, update the patron record

If you were unable to contact the patron, you must perform 2 tasks:

1) using "Modify User" write in the the Extended Information tab – Comments Field – "E-mail being ret’d. Need updated info. Your initials, date" When this is done, the next time the patron comes to the library the staff will see that there is a problem and ask.

2) While in "modify user", change the primary address from e-mail to whatever other option is available – usually a home address.

LOWER PRIORITY

Subject: Web Annex Request Highlighted RED

These are usually copies of Annex requests made on the webform. We can expect Annex delieveries later in the day. Annex staff often fall into the habit of sending all their request copies as "urgent", making them appear RED even if they are routine.

Print the e-mail
Select "MOVE"
Move e-mail into file "ANNEX-Keep 1 mo. then delete"
3-hole punch the printouts
File them in the blue "ANNEX" binder next to the last HOLD shelf

VERY LOW PRIORITY

Subject: [ATLANTIS]

This is a list-serv. You can move the mail into the ATLANTIS "NEW" folder to keep the IN Box from being cluttered.