June's Topic
This month we will focus on familiarizing you with HPL's Twiki and HPL blogs. The links are directly to the right of this post. Please search these links for the following information:
1. Who has agreed to run the Mystery Book Club for Central?
2. Where can you learn information about working with angry customers and filling out incident reports?
3. When are customers referred to the collection agency (UMS)? What is the full company name for UMS?
4. Where do I find resources highlighted in eSTAR trainings?
5. Where can I get a copy of the World Languages Collection plan?
6. Where in the world is (do I find) Mike Van Campen?
7 comments:
1. Who has agreed to run the Mystery Book Club for Central?
Clicked on HPL Wiki, next screen under the heading of, “HPL Web Utilities,” I typed in mystery book club and clicked on search. Next screen returned 2 results. I clicked on the one that said, BookClubSignUp. Next screen is a list of book clubs at Central, and under the heading of Mystery is the name Marcia Chapman.
2. Where can you learn information about working with angry customers and filling out incident reports?
HPL Blogs, next screen on the left side fine the word search, and clicked. Next screen under the heading of, “Other search options,” I chose the option, “list topics that start with the letter:” and clicked on the letter I. Next screen returned 9 topics, two of which were, IncidentReport or IncidentRpts. I picked the first one, IncidentReport, which walked you through the procedure for filling out an incident report form including a sample of an incident report. Also included, was who to send your report to.
For angry customers, I did the same as above, except I did a Web Search, typing in the word “angry customer” and picked topic title and clicked on search. On the next screen, “AngryCustomer.” Clicked, and on the next screen I read 3 things that one could do to handle an angry customer. Also included was a link to fill out an incident report.
3. When are customers referred to the collection agency (UMS)? What is the full company name for UMS?
Same process as I did in answering question 1, (HPL Wiki), except I typed in the word UMS and clicked on search. Next screen returned 6 topics, of which one was, CollectionsUMS. Clicked on this and the next screen under the heading of, 4.4 Collection/Unique Management Service, explain the process as to when a customer would be referred to UMS.
UMS = Unique Management Service.
4. Where do I find resources highlighted in eStar trainings?
Same process as I did in answering questions 1 and 3, (HPL Wiki), except in search I typed in, eStar. Next screen returned 5 topics. Clicked on ESTAR, next screen was a list of eStar resources.
5. Where can I get a copy of the World Languages Collection plan?
Clicked on HPL Blogs, next screen on the left side I clicked on Search, next screen under the heading of, “Other search options,” I picked the option, “list topics that start with the letter:” I clicked on the letter W. Next screen returned 32 topics. I scrolled down until I saw, WorldLanguagesCollectionPlan.
6. Where in the world is (can I find) Mike Van Campen?
HPL Blogs, next screen click on Central Library Blogs. Next screen, second choice will be, Chiefs Blog. Next screen is the Central Chiefs Blog, where Mike writes what he is doing on any given day.
1. Mystery book club @ CEN
I went to the HPL Wiki, then clicked on Web Topic List, then clicked on BookClubs, and then licked on Sign-up to Facilitate a Book Club. Marcia Chapman's name is listed under the Mystery subheading.
2. Angry customers & incident reports
I went to the HPL Wiki, then clicked on Web Topic List, and then clicked on AngryCustomer. Four steps are listed, with the last one stating to fill out an incident report. A link to the topic on how to file an incident report is included.
3. UMS
I went to the HPL Wiki, then clicked on Web Topic List, and then clicked on CollectionsUms. Item 4.4.1. says, "When fines exceed $25.00, the amount will be turned over to Unique Management Services (UMS)..."
4. eSTAR resources
I went to eSTAR Topics under "Other HPL Links" on the eSTAR blog homepage, which brought me directly to the monthly topics and resources. Another way to find them is to go to the HPL Wiki, click on Training Materials, click on Advaned Reference, and then click on ESTAR.
5. World languages
I went to the HPL Wiki, clicked on Web Topic List and clicked on WorldLanguagesCollectionPlan.
6. Mike van Campen
I clicked on HPL Blogs on the eSTAR blog homepage, clicked on Central Library Blogs, and clicked on Chief's Blog, which brought me to Mike van Campen's blog, where he mentions what he's doing anytime he updates. Another way to find the blog is to go to the HPL Wiki, click on LibraryDivisions and click on HPL Blog Directory, which takes you to the same pages mentioned above.
1. Who has agreed to run the Mystery Book Club for Central?
Answer was found on: http://10.34.145.39/twiki/bin/view/HPL/BookClubSignUp
Where all staff members were listed for different categories
Adult Programming
Mystery Book Club: Marcia Chapman x31496
2. Where can you learn information about working with angry customers and filling out incident reports?
Answer was found in HPL wiki: http://10.34.145.39/twiki/bin/view/HPL/AngryCustomer
Angry or Agressive Customers
1. Neutralize the situation -- step back
2. Seek assistance from Security or a supervisor
3. Remove the customer to another area so the disruption does not continue
4. Fill out an incident report (http://10.34.145.39/twiki/bin/view/HPL/IncidentReport) (here's all the information on how to fill one out!)
Here's the relevant policy and procedures covering angry or agressive customers: -- KarenLuik - 13 Feb 2008
3. When are customers referred to the collection agency (UMS)? What is the full company name for UMS?
The answer was found at: http://10.34.145.39/twiki/bin/view/HPL/CollectionsUms
When a customer’s library card account fines exceed $10.00, their account is blocked. When fines exceed $25.00, the account will be turned over to Unique Management Services (UMS), a collection agency that specializes in service to libraries.
4. Where do I find resources highlighted in eSTAR trainings?
eSTAR Topics used trainings were found:
http://10.34.145.39/twiki/bin/view/HPL/ESTAR
African American Resources
Business Start-ups
Census Resources
Holiday Resources
Job Searching on the Internet
Newspaper Databases
Statistics Resources
Juvenile Resources
Asian Pacific American Heritage
5. Where can I get a copy of the World Languages Collection plan?
The answer was found at Twiki: http://10.34.145.39/twiki/bin/view/HPL/WorldLanguagesCollectionPlan
6. Where in the world is (do I find) Mike Van Campen? eStar Blog homepage, click Central Library Blog, Clicked Chief’s Blog, went to Mike Van Campen’s Blog etc. Also, answer was found at: http://hplcen.blogspot.com/search?q=mike+van+campen
at the bottom on Blog roll.
Mike VanCampen Ext. 31371
1. Who has agreed to run the Mystery Book Club for Central?
From HPL wiki, click on webtopiclist
Click on bookclubs
Click on signup to facilitate a book club
Mystery book club is Marcia Chapman
2. Where can you learn information about working with angry customers and filling out incident reports?
From HPL wiki, click on webtopiclist
Click on angry customer
To fill out an incident report, click on 4. fill out an incident report (here’s how)
3. When are customers referred to the collection agency (UMS)? What is the full company name for UMS?
From HPL wiki, click on webtopiclist
Click on collectionUMS
UMS stands for Unique Management Services
When the fines exceed $25.00, the patron is turned over to UMS
4. Where do I find resources highlighted in eSTAR trainings?
From HPL wiki, click on webtopiclist
Click on ESTAR
Each month’s topics and resources are listed
5. Where can I get a copy of the World Languages Collection plan?
From HPL wiki, click on webtopiclist
Click on world languages collection plan
6. Where in the world is (do I find) Mike Van Campen?
From HPL wiki, click on webtopiclist
Click on central library blogs
Click on chief’s blog
There is a window on the right: What is the chief of cen currently doing?
Elizabeth Porter
I. Mystery Book Club for Central will be run by Marcia Chapman.
To find, I did a search for bookclubs while in the HPL blog. It came up with "BookClubSignUp" that has a list of those signing up for various book clubs.
2. Information about working with angry customers and filling out incident reports- In the Twiki, under HPL web, I did a word search for Incident reports and found "How to...Solve Any Problem." under Neighborhood libraries. Both topics and many more were there. It could also be found on the Web Topic List
3. When are customers referred to the collection agency? When fines exceed $25. And UMS stands for "Unique Management Services".
I found this in the Twiki, looked under “WebUtilities” at Web Topic List. Looking alphabetical on the list, I found “Collections UMS” that had the info.
4. Resources highlighted in eSTAR training- In the Twiki this info was under “ESTAR Topics”. I also saw it under Web Topic List.
5. A copy of the World Languages Collection plan is on HPL Twiki, looking into the Web Topic List and clicking “World Language Collection”.
6.In regard to Mike Van Campen, I clicked on Library Services and Central Services. I saw his Sample Training Wiki but could not find his info. So I still don’t know where in the world he is (though reading some of the other entries I guess I should have looked under Chief's Blog)
1. I searched Mystery Book Club in the WIKI and got Marcia Chapman's name.
2. I searched angry customers in the TWIKI and got results.
3. I did another search in TWIKI and was sent to 4.4 Collection Unique Management Service.
4. I clicked eStar topics and got a list of all tpoics.
5. I searched WLCP on TWIKI and clicked on the link to the plan.
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