A patron is having trouble finding an item on the shelf, what can I do?
First, look up the item in Sierra or online catalog to verify current status. Once the status have been verified, depending on when the item was last checked out, look over the return book trucks at the desk. If not found on a return truck, inform the patron the item may be in the sorting area. Whenever possible ask another User Services staff member to either help the patron look for the item, or cover the desk while you help the patron look. If you are still unable to locate the book, print off the item record, make note of the patron's information, and provide the information to Stacks personnel to search for the item.
What do I do if a community borrower wants to use a computer?
Refer all non-UofA affiliates and/or community borrowers to the reference desk to be logged-in. In order to be logged in all patrons must have a current state issued ID.
What do I do with damaged books?
Damaged items are not to be checked in right away. Any item with extensive damage, beyond basic wear and tear, should be referred to a full-time staff member or User Services Supervisor.
What is an ARKLink card?
This card grants borrowing privileges for students, faculty and staff from other participating academic libraries in Arkansas, at University of Arkansas, Fayetteville, libraries under certain restrictions. Mullins library also issues ARKLink cards to eligible UofA students, faculty, and staff for use at participating libraries in Arkansas.
What do I do if a patron wants to see what ILL items they have checked out?
ILL items are checked in and out using a different system other than Sierra, so we at the circulation desk cannot see what ILL items are checked out to a patron. Inform the patron they will either have to log into their ILL account or stop in the ILL office for assistance.
The KIC scanner is frozen, what to do?
Sometimes the KIC scanner screen will freeze up. This can be fixed at times by placing two fingers on the button you want to select and move in a small circle. This should select the button. If this does not work or the screen is grey, connect a keyboard using the usb port on the tower. Press Alt + F4 to shut the program down. Make sure the scanner power button is on and double tap the KIC icon to start the program up again. Avoid restarting the tower completely if possible, because this interferes with tracking the statistics.
At each of the User Experience desks, we will do our best to uphold the libraries' commitment to excellence in service. The following is a list of some of the services offered at each UX desk and what is needed to access those services.
Main Circulation Desk:
Additional information on the Circulation Desk can be found here.
Contact information - Phone: 479-575-4104, Email: email@example.com
All Desks offer help with checking items in and out, answering questions, giving directions, and general assistance within the library. Information on all other library departments and library services can be found here.
For Additional information about ILL, refer to Interlibrary Loan information page: ILL Page
For Additional questions check out Library FAQs key word: Interlibrary Loan
-Renewals: (Information to note)
Please let the user know he/she should return the item and request another copy.
Items with “Renewal: Yes” on the label are eligible to be renewed.
Renewing items using Online account:
This does not mean the renewal will be automatic. ILL staff must query the lending library and ask for a renewal. It may be granted or it may not be.
Note* Updating information should be handle by the owner of the account only. Employees should not make changes within a patron’s personal ILL account.
If a library user forgets her/his ILLiad password, the user can reset it.
If the user does not remember his/her username, he/she will need to contact ILL staff to have it reset.
Contact info - Phone: 479-575-5311, Email: firstname.lastname@example.org
LOST AND PAID ITEMS:
PATRON PURCHASED REPLACEMENTS:
1.Provide the patron with the information for the copy they would like to replace
2.Inform the user that the supplied copy:
3.If the patron is unsure if a specific copy meets the requirements above, encourage the patron to check with one of the User Experience Supervisors or with the User Experience Librarian before they buy that particular copy.
Circulation Fines and Billings Processor will update the patron record and give the replacement copy to acquisitions for processing.
Procedures for collecting donated materials:
In order to check out electronic items in Mullins Library or at the Student Technology Center (STC), University of Arkansas affiliated students, staff, etc. have to fill out the “University Libraries Digital Equipment Registration Agreement” form and their Sierra record updated to reflect having signed the form.
Below is what the “Digital Equipment Registration Agreement” form looks like. We keep copies of this form at the Main Circulation desk if needed, but most forms will come to User Services from the STC located in the Union. These forms should already be filled-out to completion in ink, not pencil. The following information will cover; which sections of the form need to be filled out (highlighted by green boxes), what to do if the form is not filled out correctly and how to update the patron's record in Sierra while completing the form for filing.
Confirm that all required information is filled in, with ink and legible.
If filled out in pencil or if any of the information is difficult to read, don’t assume or guess information and do not correct or change any information on the document, shred the form. The patron will just be required to fill out another form the next time they check-out electronic equipment. Once all information is correctly filled in, the User Services staff can update/add to the patron's account.
After verifying the “Digital Equipment Registration Agreement” form is properly filled out, you can now update the patron’s account. The following steps will explain how to update the patron’s record.
*Note: If you can’t remember your Sierra login information, ask your supervisor so it can be reset.
i. The Laptop field should now be updated.
Image below -
Once all steps are complete, place the completed forms in the black tray located on the countertop near the User Experience Coordinator’s office. There is also an example of a properly filled-out form taped to the black organizing tray if you need.