Posts Tagged ‘Service Improvement’


New eMail Reminders from ICPL

by Kara Logsden on November 30th, 2015

At the Iowa City Public Library we’re always looking for ways to improve services for our patrons. Beginning soon, we will begin eMailing “Enhanced Notices” to help our patrons with their Library Card accounts. The eMails will come from the eMail address “libraryaccountnotice@icpl.org”

Notices include:

*It’s Time to Renew your ICPL Library Card: Library Cards routinely expire, if you wonder why please check out this BLOG post. We will send a courtesy reminder to everyone in our service area (Iowa City, rural Johnson County, University Heights, Hills and Lone Tree) when their Library Card is about to expire.

*Don’t Lose That Hold: A reminder a hold will be pulled from the Holds Shelf in two days.

*You are Approaching the Fine Limit: A reminder that fines are approaching $10. Most card privileges are suspended when fines exceed $10.

*The Coolest Card in Town: A reminder for patrons who applied online for a Library Card but didn’t stop by the Library to pick-up their card.

Here’s a sample of what the eMail looks like for Library Accounts that will expire:

2015 11 23 Coolest Card

Greetings from the Iowa City Public Library

This is a routine check of the contact information in your Library account.

The account belonging to PATRON NAME will expire in seven days. An expired account means you cannot check out or renew materials, place holds or download digital materials.

To renew your account, you may

  • Visit the Help Desk at the Library -OR-
  • Call 319-356-5200 during regular Library hours -OR-
  • Reply to this eMail message. If eMailing, please indicate if there are changes to your account information below or if it is all correct.

Please note:

  • Your library card will not change–please keep your card.
  • Staff respond to eMails during regular Library hours and will follow up with you within seven days.

Thank you for using the Iowa City Public Library.

21977001234567
Cardholder Name
Address
Iowa City, IA 52240
319-123-4567
eMail@gmail.com

Logo
Library Cards: icpl.org/cards • eCollections: icpl.org/eMedia
123 S. Linn St. Iowa City, IA 52240 • 319-356-5200 • www.icpl.org
Monday-Thursday 10-9 • Friday 10-8 • Saturday 10-6 • Sunday 12-5
     

New Self Checkouts @ Your Library

by Kara Logsden on November 18th, 2014

2014 11 New Self CheckoutThis week we rolled out new Self Checkout machines. The six new Self Checkout stations may be found on the First Floor near the entrance and in the Children’s Room and on the Second Floor near the Reference Desk.

This project is a culmination of months of behind the scenes work by Library staff and completes a Strategic Plan goal to “Upgrade checkout equipment to provide more efficient service.”

Highlights of the new equipment include a bigger, more responsive screen and new DVD Unlockers that give a GREEN LIGHT indication when the DVD has been unlocked. They also feature new credit card payment terminals that are easy to use and assure PCI Compliance for transactions.

A new feature is a “smart” barcode reader that reads barcodes on smart phone screens. We’ve received many requests for this feature and know our patrons will appreciate this enhancement. The scanner works with pictures of Library Cards on the smart phones or through barcodes generated by third-party apps such as CardStar.

Another option in response to patron requests is the ability to choose no receipt, a printed receipt, or an eMail receipt. We can only send an eMail receipt if we have a valid eMail address in the patron’s record. If you wish to add an eMail address to your account, please give us a call or stop by the Help Desk.

As with many technology upgrades we are still working through a couple issues. The Self Checkout software is not communicating with our system to give information about holds in the queue. Patrons will be notified when a hold is ready for pickup but at this time we are unable to show holds at the Self Checkout stations. If you need help with holds, please go to a public service desk.

Nearly 70% of our checkouts run through the Library’s Self Checkout stations so it is a critical tool for us to serve our community. We are delighted with the new product and the improvements the technology brings. While we offer the option of Self Checkout, please remember staff are just a couple steps away if you need help or prefer for staff to check out materials for you.