HSL Access notes - May 1st

Hello Everyone,

 

Knowledge Resource Service

We will see some service changes through May, and more details and information about communication to clients will be available on Monday, May 4^th.    

 

Resident Online Access Problem

As noted in an earlier email, numerous medical residents are having problems accessing online resources remotely using their UCIT username and password.  Their barcode and pin should still work.

If students continue to have problems, they can contact :  support@lcrit.zendesk.com , or call 403-210-8816 (M-F 8:30 – 4:30 MST)

Thanks.

 

IM Chat: 

HSL is participating in the LCR IM Chat working group that has met once to date.    If you have any recommendations or comments that might assist in discussions to go forward with LCR Chat, please pass along to Lourdes or myself.

 

LibAnswers

I hope to find out more about norms regarding question types across LCR in my Operations manager meeting this coming week.  If there are particular issues or questions about LibAnswers, please let me know before Wednesday and I will bring forward at the meeting.

 

HKN part-time assistant position

Part-time position posting for HKN assistant closed on April 27^th.

 

Sunday Hours

This will be our first Sunday closed.  Please pass along any client concerns or comments.

 

Summer Schedules

Our student summer schedule for shifts during May – August has begun.

We have reduced student coverage to 6-10 weekday evenings, however two students will be covering many evening shifts during vacation periods in July and August.

Health Sciences Library will be closed weekends July- August.

 

Office Moves and Furniture

Lorraine Toews is now located in room 1491B

TerriLynne will be moving into Lorraine previous space, room 1488A later this month.

One of the workspaces by the entry to the staff area will become a touch down space.

 

·         Extra furniture pieces available:  full-size file cabinet, small rolling lockable drawer set, full size bookshelf

 

Please notify TerriLynne by before May 6^th if you would like to use any of these pieces in your workspace.

HSL Access notes - September 19th

Hello Everyone,

 

Just a few notes this week….

 

Office 2013

We are almost completely migrated to Office 2013 at Health Sciences Library.  Station #3 at the service counter was migrated late Friday afternoon.  Staff logging into that station for the first time next week may see Office 2013 going through a few quick updates on the desktop. Lync will be active on the station.

 

 

Clients with printing refund/reimbursement requests

There is now an online form for clients to request a print/copy refund through the Unicard Office at:  https://www.ucalgary.ca/unicard/my-account/refund-request-form

This may be needed if a client feels they have been charged incorrectly for a print job.

This allows the client to complete the form and be in direct contact with the Unicard Office.  This online form and process will replace the print form that Health Sciences Library staff used to complete on behalf of the client.  The online form streamlines the process and removes our staff from the middle of the transaction.  Staff can assist clients to complete the online form at the desk instead of completing the print form.

 

IM Chat

The instructions for logging into the new IM Chat service have been updated in the Reference binder kept at the service desk.

 

Flat Panel/ Websliders

Brian, Chelsea and Lourdes, the Flat panel / websliders team have developed a schedule for the term to promote Health Sciences Library services, resources, news and spaces for the term.  Slides will rotate on a weekly basis.

If staff have any ideas for slide content, they would love to hear from you!  The schedule will be posted in SharePoint next week.

 

Mackie Unpacking

Thanks to all you assisted with the unpacking of over 60 boxes of special resources belonging to the Mackie collection.  Most of these materials will be housed in the Health Sciences Library History of Medicine room with some more fragile items being sent to Special Collections.

 

 

HSL Access Notes - September 12th

Hello,

 

A few notes for the week……

 

Staff Contact List Updated

Welcome to HSL, Nicole!
Nicole can be reached at 220-8099 and by email at: nicole.talsma@ucalgary.ca

Term Loans

Clients with term loans checked out are now able to renew.  These books have a current due date of September 15^th , and clients will be receiving another reminder to renew or return items.  As long as there are no holds on the items they will renew for another term with a due date of January 15, 2015. 

 

Term Loans and Medical Graduate Records (PGME)

We have had some problems this year with Medical Graduate records updating properly in the library system, and systems administrators are investigating.  In the meantime, please continue to flag clients with privilege or access issues for me  –  I am pleased to follow up with the client and these examples are helpful in learning more about common system issues.

Most PGME who have not updated properly will show with an expiry of Sept. 30^th, 2014 rather than January 31, 2015.  If they are trying to renew their term loans these will only renew to the end of their privilege, for example, Sept. 30^th.  Staff can extend client privilege manually for PGME (medical residents who are still active in the program) to January 31, 2015, as a temporary measure while we investigate – but if this is done, please also add a note to the extended info field in Sirsi and also flag the client name and User ID for me – I am keeping a file of these clients.  If residents are caught in this situation, once the privilege is extended, items can then be renewed with a proper term due date.

Thanks.

 

Thesis Formatting

I am a bit delayed in sharing this information from the staff Thesis Formatting session that Chelsea provided a few weeks ago.   As Chelsea pointed out, one key resources for clients with thesis formatting questions that come to the desk include Leslie Potter’s libguide,   http://libguides.ucalgary.ca/thesisformatting

The graduate website also has thesis  information and the templates: http://grad.ucalgary.ca/current/thesis/resources

Chelsea has created a print handout that can be given to clients.  These are filed in the cabinet behind the service desk

 

Office 2013

Please let me know if you have any install issues with Office 2013.  Please share tips and tricks as we start to use the programs.  Staff are asked to activate the Lync program that will connect us on ‘chat’ .  Lync also offer screen sharing and meeting options.

 

Updated IM chat webclient

Bookmark url:  https://us.libraryh3lp.com/webclient/#/client

Logins and passwords remain the same

 

New Moneris Terminal

We have a new Moneris terminal installed at the front desk for credit and debit payments.  It is more streamlined, with a brighter display and updated buttons.  It operates much the same as the previous terminal, and has very clear prompts for transactions. 

As in the past, staff start by entering the amount of the transaction.

 One new feature is the ‘Tap’ option for cards.  So clients, have the option to swipe, insert or tap card.  Cards need to be activated for this function and often there is a transaction limit associated with this function.

The paper rolls for the terminal are a bit smaller and the supply is in the cabinet behind the service desk.

The blue ‘admin’ button that we were used to on the previous model is now replaced with the # button.

 

Coming Soon

Audio –Digest titles in MP3  (online) format.

Doing Right  2014 edition – the popular medical ethics title.

 

SPSS

Our SPSS license has now been updated on all the workstations in the Commons.

 

HSL Access Notes - January 22nd

Hello Everyone,

 

A few mid-week notes …

 

Away

I will be away on vacation, January 27 – February 11^th inclusive.

 

Phone Update

Yoojin’s phone is now fully operational.  She can be reached at 403-220-8099.  The staff contact lists have been updated in SharePoint.

 

Welcome to New Student Assistant

Please welcome new student assistant Krystal Le, who began training at Health Sciences Library last week and will be covering our regular Tuesday evening shift.

 

IM Chat – Expanded Service

We have rolled out our expanded IM service evenings and weekends!  Staff are reminded to add IM questions to Refstats.

 

AV Project in study rooms 1454 & 1455

1454 and 1455 are booked for AV installation Tuesday – through Monday.  We are trying to keep the AV update a bit of a surprise, so if students are asking why the rooms are blocked, please just let them know that something new is coming.  The rooms will be kept locked  when installers are not on site.  The key for the rooms is the  AH7 key.  There is a copy of AH7 key the service area key box while the work in the rooms is underway for ease of access.

 

Reserve Collection

 There are a few Reserve titles that are not yet available at HSL, but are on order.  In some cases TFDL may have a copy.  Course reserve information is is filed (by course number) in the cabinet behind the service desk.

  If follow up is required about a Reserve item, please speak with Brian , 

 

SharePoint

We are now testing a new shift report template saved in SharePoint.  All staff can view the evening and weekend shift reports under Documents >Shift Reports.

 

Military Museum Items

If University of Calgary library items belonging to the Military Museum location are received at Health Sciences Library, they should be returned to their home location via TFDL.

 

Key Control

TerriLynne is now the main contact for Health Sciences Library key requests and inventory.  Thanks TerriLynne.

 

Knowledge Resource Service Location Acronyms

We had an interesting time recently with two Knowledge Resource Service locations that have very similar acronyms.

Do you know the difference between SHC and SCHS?

·         SHC :  South Health Campus  (the new hospital, 4448 Front Street SE)

·         SCHC:  South Calgary Health Centre (31 Sunpark Plaza SE, Calgary)

Staff are asked to double check client locations and addresses  especially when sending outreach requests.

 

Pick Up Stats and new Sirsi Process

Items that are found on tables, desks and shelves in the library are generally collected by student assistants and numbers recorded for our “in house use” statistics.  This has always been a manual count, however we have now begun to use the ‘Mark Items as Used’ function in Sirsi to scan and record all items with a barcode that are collected.  We will continue to count journals that do not have barcodes manually.

 

Visit Garrison Collection on Touch Table

The Garrison collection, a core part of the Mackie History of Neuroscience collection is now on display on the Touch Table.  There are over 20 items now showing in the HOM Bohemian Bookshelf.  Thanks Chelsea!

 

Hslcirc email

With the removal of the Campus Photocopy webpage (this service is now offered through ILL), the hslcirc email address is no longer posted publically.  It will continued to be valuable for  internal use only.  This is the email that receives all the Sirsi reports related to  holds, fines, final overdues, etc. 

 

On the Go – Update

The UC is removing the Quick Cuisine and Baja food services outlets and adding an Extreme Pita outlet.  During construction (January 13 – March 17), the Starbucks will remain open and Chartwells will continue to offer a reduced Quick Cuisine and Baja menu.  Please visit On the Go for more information.

 

U.S. currency

As directed by LCR Finance, if a client would like to use U.S. currency for a transaction at the desk, we can accept, however it would be at face value.  That is $20.00 U.S. = $20.00 CAD. 

 

Interesting Client Situation of the week...

Client:  I can't access this article - can you help?  The article is not online or in print - I tried ILL request form, but was blocked (error message).  

Follow Up:

• Checked UofC access numbers - OK,
• checked email address loaded in Sirsi - yes.  
• Found client had fine that was blocking access. 
• Client paid fine, then ILL staff were able to reset Relais access and we submitted request successfully. 
• If ILL staff were not available to reset, the system would automatically reset after noon on the next business day.

HSL Access Notes - June 22nd

Hello Everyone,

A few notes for the week...

Welcome to new staff

As Susan mentioned earlier this week, please welcome our new staff members.

Sara Ziegler will be starting on Monday, June 25 in the Information and Technical Support role.  Sara has a wide range of support and customer service experience, completed her BA in  Psychology in 2009 and is currently taking a Medical Terminology course at Mount Royal.  Sara will be dividing her time between the Service Desk and the Administrative offices and her duties and projects will include supplies, scheduling, creating a central filing system,  working with Sharepoint and other administrative tasks.

Michelle Lemieux is a recent grad from the U of A MLIS program.  Her undergraduate degree is in Engineering and she worked in that field before starting library school in 2010.    Michelle will be working with Dr. Ken Corbet to complete his Occupational Medicine website, and will also be contributing to our liaison and instruction programs as well as doing shifts in the consult office.  Michelle’s contract goes until April 30, 2012.  Her first official day will be Wednesday, July 4.

Summer Hours

Our summer hours are now posted on the HSL and Faculty flat panels.  Signage has also been posted.  Staff are asked to pass this information along to clients, especially those who regularly use the library on weekends.  HSC does not encourage members of the public to use the building outside of regular business hours.   TFDL does have weekend hours, so may be a good option for many.

Health Sciences Library will be CLOSED Saturdays, Sundays and holiday Mondays (July 2 and August 6) in July and August, beginning Saturday June 30th.  Weekend hours will resume on Saturday, September 1.

 Microfiche

The HSL microfiche machine is currently out of order.  We are waiting for a service call.

Podium Computer 1460A

The instructor workstation in 1460A is not operational and will be replaced early next week.

New HSL Laptop

The new Dell laptop should arrive in HSL next week and will be bookable.  We do not have an online booking option yet.  HIN staff are welcome to call me to book HSL equipment for the time being.

Consult Office, IM and Email coverage

Lourdes will be working on the consult office/desk schedule for July this week.

Michelle will be added to the consult office schedule.

IM will continue to be monitored by consult office staff.

Lourdes will monitor the hslibr email on an ongoing basis.  When Lourdes is going to be away, she will flag in hslref and the staff in the consult office will monitor.

Fines Paid Mystery

Every day we verify that the fines paid through our POS balances with our fines paid in Sirsi.  However, on the morning of June 14^th, a $4.00 fine was paid without any record of this in Sirsi.  That means that we may have a client who claims that he paid a 4.00 fine that is still showing as unpaid in his record.  If this happens, the client is likely right and the fine should be cleared.  Please flag for me as well.  Thanks.

Access to online resources 

A reminder that UofC clients can log in to use online resources using either their barcode and pin numbers or their eID and password.

Self Checkouts

Curious about self checkout numbers at HSL?

March:  checkouts: 108 renewals: 10    Total:  118

April:  checkouts: 127 renewals: 18    Total:145

May:  checkouts: 169 renewals: 66    Total: 235

Service Desk Phones

The two 220-6855  phone system at the service desk seems to be working well to date.  If a call is answered at one pone, but can be better handled from another station, the call can be transferred from one phone to another as usual even though they have the same number.

Any questions, comments or issues, please let me know.

Thanks.

STAMPEDE ½ DAY (Paid Holiday)

The Calgary Stampede is celebrating it’s 100^th  anniversary this year!

As per Article 28 of the Collective Agreement:

·         Article 28.01(a) Stampede ½ Day [one-half (1/2) day to be taken during the period of the Stampede on a day designated by the Board].

·         Article 28.01 (b) No entitlement in respect to the Stampede ½ Day shall apply to any Employee who is on vacation, sick leave, Workers’ Compensation, or any other leave during the period of the Stampede.

·         Article 28.01 (b) When the Board denies the Employee the Stampede ½ Day due to operational requirements, the Employee shall be compensated for those hours on a straight time basis only.

·         Article 28.02  Part-time (Regular, Sessional, Temporary, Temporary Relief, Limited Term and Recurring), Casual and Student Employees. Entitlement shall be the same as in Clause 28.01 above except that an Employee shall receive 4.4% of the Employee’s pay each month in lieu of pay for Paid Holidays.

Please Note:

·         Employees who are working during the period of Stampede (for 2012, the period is 06 July to 15 July) are entitled to the ½ day paid holiday.  Combining the Stampede ½ Day paid holiday with ½ day of CTO, Flex, Vacation, NLD or PLD is, like any other requested time off, subject to operational requirements.

·         Employees noted in Article 28.02 are eligible for the one-half (1/2) day off during Stampede but will not receive any pay for this time as they are receiving the 4.4% each month in lieu of pay for paid holidays.

Please let me know if you have any questions, concerns or suggestions.

Have a great weekend.

Mary

HSL Access Notes -May 4th

Hello Everyone,

A few notes to begin the month….

HSL Weekend closure – July and August

As noted last week HSL will be closed on Saturday and Sundays through July and August.   This is reflected in our hours posted on the LCR website, and

broader communication about this will be sent out to faculty and posted by mid-June.  Weekend staff may wish to mention this to clients who regularly use the library on Saturdays and Sundays.

If there are any client questions or concerns please refer to myself or Susan.

Consult Office Coverage

Thanks Lourdes for distributing the May desk and consult office schedule.  There are quite a few changes with summer schedules and vacation coverage, please review and please report any concerns or questions about the schedule to your manager.

The consult office will not be staffed full days through May and June.  Please take note of the  changes in the weekly desk/consult schedules.  If the office is not staffed, service staff may check to see if a librarian is available for reference questions, or may refer clients to the librarians using their business cards at the desk.  Please note that Lorraine Toews will be away until May 28^th and Helen Lee Robertson is away until June 7^th.

Chat & hslibr will be monitored by Lourdes or the front counter staff outside of consult hours.  Lourdes will be away on Monday, May 7^th and Tuesday, May 8^th.   Staff scheduled at the desk from 8-10 and 2:30-4:30 on Monday and from 12:00  - 4:30 on Tuesday will cover IM and hslibr.  Processes will be reviewed with desk staff.  Lit searches received in hslibr will be forwarded to hslref.  If you have questions please let me know. 

The May desk schedules are also uploaded to Sharepoint.  

Summer Scheduling

Leslie will be assisting with additional hours at HSL over the next 5 months, that will also include a schedule change.  Leslie will be working Sunday to Thursday, with 11:00 a.m. – 7:00 p.m. shifts on Tuesdays, Wednesdays and Thursdays.

Leslie’s shift will provide early evening coverage on these days  and student evening shifts will run from 7:00 p.m. – 10:00 p.m. to provide more assistance with closing.

Thanks Leslie for assisting with the additional operational support over the summer months.

HKN News

We are pleased to announce that Janine Miiller is now on full-time contract with HKN.  Janine will continue to assist with client service with a regular Friday morning shift at the service desk. 

Clients and HIN locations

A reminder that if clients are anxious to access an item at an HIN location and would like to make the trip to pick up the item themselves, it is always best to call first to ensure the item is available.   

Clients with “Patient” profile

Please remember, a client with a library card that has a ‘patient’ profile in Sirsi can only use this card to borrow from the Consumer Health collections.   If they would like to borrow from the clinical collections, there are other options that are available to members of the public such as the Community Reader card or the TAL card.

HIN staff messages

From time to time we may receive messages for all HIN staff in our generic HSL email boxes.  Please note that some of these messages are intended for implementation by HIN staff but as information only for HSL staff.  For example  messages about changes or updates to HIN Refstats processes are for HSL information only and do not affect HSL Refstats processes.  Thanks.

Signage

Hours of operation signage has been installed on the glass side panel at the front entry.  We are still considering the best way to display holiday hours.  Signage has also been added on the desk for the book bin and above the self-checkout unit.

Access to 1461 – 1464 Rooms

 We thought we were close this week, however the work on the doors continues,  preventing  shared  access to the 1461-64 rooms for now.  Until further notice access to these rooms will be via the theatre 4 hallway only.

History of Medicine

There is a research summer student working in the HSL History of Medicine room.  She has approval to use the room through the summer months.  Her name is Nicole.  When she requests access to the room, please do not give out the key.  Staff are asked to accompany her to the room and open the door for her.  It is best to keep the lockset in the locked position and to return the key to the key box.  Thanks.

MCCQE

 The Computer Commons will be booked for the MCCQ exams from 8:00 a.m. – 5:00 p.m. through May 9^th.

 AUPE

There re special offers available for AUPE members:  reduced rates on tickets for movies, the Calgary Zoo, Heritage Park, and Calaway Park.  More details posted in the HSL staff room.

Service Desk Phones

A request has been submitted so the both phones at the service desk will have the number 220-6855.  Any reference to 220-6857 should be removed from documentation.

Please let me know if you have any questions, concerns or suggestions.

Hope you have a refreshing weekend.

Mary

reminder when monitoring the Chat queue

Good morning everyone,

A brief reminder: When monitoring the chat queue at your KC, please remember to monitor BOTH the HIN and HSL chat queues (by default, both sites should be selected when you first log into chat each morning. If not, the queues can be selected from the Monitor Activity menu in the chat window).

Thank you.

Chat - General Overarching Reminders

Hello everyone,

Just a few brief reminders when using Chat:

1. Please send the Chat User Survey, http://www.surveymonkey.com/s/chat_survey to clients upon completion of the transaction

2. When sending links to clients (i.e. websites or e-mail addresses), please double-check that this information has been typed correctly before sending

3. Please remember to introduce yourselves, and ask the client for their name and AHS site as soon as possible upon beginning the Chat conversation

4. Please note the Unique Guest ID (long strong of numbers next to the time stamp) of a Chat transaction. This is especially key in the event that 2 chat questions are received at the same time (as is ensuring that the client's name and contact information are received as early as possible).

Thank you.

Chat Reference schedule: April 4 - Dec 24, 2011

The Chat Reference schedule until the end of the year:

ACH	PLC	RGH	TBCC	WHC
April 25, 2011	April 11, 2011	May 2, 2011	April 18, 2011	April 4, 2011
May 30, 2011	May 16, 2011	June 6, 2011	May 24, 2011	May 9, 2011
July 4, 2011	June 20, 2011	July 11, 2011	June 27, 2011	June 13, 2011
August 8, 2011	July 25, 2011	August 15, 2011	August 2, 2011	July 18, 2011
September 12, 2011	August 29, 2011	September 19, 2011	September 6, 2011	August 22, 2011
October 17, 2011	October 3, 2011	October 24, 2011	October 11, 2011	September 26, 2011
November 21, 2011	November 7, 2011	November 28, 2011	November 14, 2011	October 31, 2011
	December 12, 2011		December 19, 2011	December 5, 2011

This has been saved to the shared drive at: R:\Knowledge-Centers\Workteam - Reference\Chat Reference\Chat Reference Schedule for HIN KCs.docx.

HIN Chat Reference Service Check-in

A few take home points from the check-in meetings:

• HSL Ref Desk will now always cover the HIN Chat Reference queue as a back up to the first to respond KC. You don't need to ask them to monitor the queue or request a back up during breaks
• Make sure you get a guest ID and ID yourself at the beginning of a conversation, e.g.
  

  Hello, this is Kathryn at PLC, can I please get your name and AHS site? ... Thanks, How can I help you?

• Please send out the exit survey to HIN Chat reference clients: http://www.surveymonkey.com/s/Z2WCXXZ
• Feel free to make use of referrals to meet the clients needs. If you feel like a patron is taking a long time to respond via chat, see if they would feel more comfortable finishing the transaction over phone or email. If you are really busy at your site with in person, phone or chat reference feel free to let someone else pick up the call or transfer the call to someone else that is online.
• We'll continue to post ongoing discussion points about Chat Reference to this blog. Feel free to join the conversation. And if any one has Chat Reference tips please post these too.
• The Check-in presentation (with some stats) is on the shared drive at: R:\Knowledge-Centers\Workteam - Reference\Chat Reference\Presentations
• We are doing a really great job on Chat! Patron feedback has been fantastic. I leave you with this quote from a grateful patron:
  

  “...this is a great service. i just wish everyone knew about it. However, i am afraid that if everyone did, your volumes would go through the roof. Cheers!”