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 Help Desk to be logged-in. In order to be logged in all patrons must have a current state or government 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 help 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.

Help Desk:

• Maintain / update library patron records
• Check in / out
  • Course Reserves (MAIN)
  • General items from Mullins library’s collections
  • Requests, Recalls, and Holds
  • ILL requests (oversized and “in library use” items are picked up in ILL office)
  • Power strips
  • Ethernet cables
  • HDMI and VGA cables
  • Accessories for study rooms
• Sign out the keys for rooms: 102, 372b, 472b, 486, 487
• Maintain Mullins Library's Lost & Found (Campus L&F here)
• Monitor Emergency Alarms and Fire Exit
• Issue ARKLink cards
• Assistance with KIC book scanners
• Research help , handouts, and librarian referrals 
• Help citing sources
• Contact your subject librarian for advanced research help
• Learn about upcoming instruction sessions
• Request a library instruction class, Individual consultation, or library tours
• Instruct patrons on how to access materials 
• Answer questions and direct patrons 

Additional information:

- Help Desk
Contact information - Phone: 479-575-4104, Email: circserv@uark.edu

- Reference services
Contact information - Email: refer@uark.edu

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.

Interlibrary Loan Q&A for circ training

• What is Interlibrary Loan?
  • Interlibrary Loan (ILL) is the process by which materials are shared among libraries for their users.
• How many units are within the ILL department?
  • There are two units within the department, Borrowing and Lending.
• What does Borrowing do?
  • The Borrowing Unit is responsible for locating and obtaining library materials (books, articles, cds, dvds, book chapters, music scores, vinyl albums, microfilm, etc.) requested by University of Arkansas users (students, faculty, staff and affiliates).
• What does Lending do?
  • The Lending Unit is responsible for locating and sending University of Arkansas materials to users at other libraries around the world. (They do the opposite of what the Borrowing Unit does.)
• What is RazorRush?
  • RazorRush is a service that upon request, library staff will retrieve, scan and electronically deliver articles from print periodicals in the collection of the University of Arkansas Libraries. https://libraries.uark.edu/ill/razorrush.asp
• How does a patron request a Storage item?
  • Interlibrary Loan is also responsible for processing storage retrieval requests. Items retrieved from storage and placed on the hold shelf for pickup must be checked out to the user in Sierra. (Just as if the user were picking up a hold) These items do not have an ILL label affixed to the front.
• How do patrons receive and retrieve Articles requested using ILL?
  • Journal articles are delivered to the library user through his or her ILLiad account. The user receives an email stating the article is ready to be viewed. The user then logs into his/her account and view the article.
• How long do patrons have to view / save the electronic article?
  • Articles are deleted from the server after 30 days. It is important that library users understand their articles WILL be deleted after 30 days. Users should be encouraged to save their article files outside of the ILLiad system. The library is unable to repeatedly order the same item for the same person.
• Typically how long does it take for articles to arrive?
  • Most articles arrive within 8 - 24 hours during the work week.
• Most Loaned items, such as books, microfilm, etc. arrive within how many working days?
  • Most loaned items (books, microfilm, media) arrive within 7-14 working days.
• What are at least 3 factors that could hinder obtaining an item quickly or at all?
  • The number of libraries that own the item (more libraries gives us more choices and increases the chance of success)
  • The age of the item (many libraries will not loan rare or fragile items). Some libraries will not loan items published within the current calendar year.
  • The type of material (many libraries will not loan current textbooks, cds, dvds, or videos)
  • The distance the item must travel
  • The shipping method used by the lender (FedEx, Courier, US Mail)
  • Whether or not the item is checked out at the lending institution. If the item is checked out at the first institution we query, the request is then electronically passed to the next library in the pre-selected “lender-string.” If that institution responds negatively, the request is then electronically passed to the next in line until the item is either shipped to us or all options have been exhausted.
  • Whether users give us a complete citation (incomplete citations make it more difficult to locate the correct item)
  • It’s not yet published!
  • Only a few libraries in the world own the item and none are willing to lend.
  • It’s rare
  • It’s considered a reference item and does not leave the library.
  • It’s rare, nobody owns it, AND it’s really expensive!
• Is it appropriate to suggest to a patron to request an item the library owns using ILL, if it has any of the listed status? (Holds, Recalls, Missing, Checked Out)
  • If a library user wants an item that is owned by the U of A Libraries but is unavailable for whatever reason (on hold, checked out, missing, etc.), we WILL borrow another copy for them. Please let the user know they can make a request for the item using their ILLiad account. It is very important that the user tell us in the notes field of the request form that the U of A copy is not available.
• A patron can keep an item as long as they need. True or False?
• Explain why True or False.
  • False, because each ILL item has a due date assigned to the front slip. Please do not tell ILL customers to keep their materials as long as they need them.
• Can all ILL items be renewed?
  • Overdue items cannot be renewed.
  • Items with NO RENEWALS indicated on the label cannot be renewed.
  • Items with “Renewal: Yes” on the label are eligible to be renewed.
• How can ILL items be renewed?
  • If the item is renewable, the user can place the renewal request via their ILLiad account or by calling or dropping by the ILL Department. 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.
• On Slip: Option for renewals YES.Overdue by 1 day, Can this item be renewed?
  • No it cannot be renewed. Please let the user know he/she should return the item and request another copy.
• What is the limit to the number of items a patron may request at one time?
  • There is no limit to the number of items that can be requested at one time; however, department staff will promise to process ten requests per person per day. Users should be careful when requesting large numbers of returnable items (books, dvds, cds, etc) as they will likely arrive at the same time and have similar due dates.
• How are Interlibrary Loan fines assessed?
  • The University Libraries are billed for non-returned ILL items. The Libraries pay these bills and then bill the user.
• Textbooks can be requested using ILL. True or False?
• Explain why True or False?
  • False, because The ILL office cannot order current semester textbooks. The “Current semester” typically consisting of two consecutive semesters at a time, i.e. fall 2014 and spring 2015 textbooks are considered current. Editions of the item other than which is currently being used may or may not be filled. A textbook being a book used as a standard work for the study of a particular subject, the main book in the class. With that said, certain required readings may be requested. Please do not refer library users to ILL for textbooks.
• Full cart of ILL returns. When checked in, all items go up to stacks? True or False and why?
  • Explain why True or False.
  • False, because sometimes the carts brought to us from ILL contain items for storage and/or branch libraries. These items should go on their respective shelves in the user services office area.
• Read over steps for Renewing ILL items. (See tabs above)
• Read over steps for updating (forgotten) password. (See tabs above)
• For any Questions about ILL policy or guidance who should you contact?
  •  Contact Interlibrary Loan!! @ 575- 5311

For Additional information about ILL, refer to Interlibrary Loan information page: ILL Page

For Additional questions check out  Library FAQs key word: Interlibrary Loan

Fines & Invoicing

OVERDUE FINES

• Courtesy overdue reminder notices are sent to all patrons via campus e-mail. Failure to receive the courtesy notice does not, however, exempt borrowers from fines.
• The status of checked out items is available for review online by using “My Library Account” or by calling the Help Desk (479) 575-4104.
• Overdue fines are not charged if library materials are returned within the five-day grace period.
• A fine is assessed on books and musical scores that are six or more days overdue. The charge is three dollars ($3.00) for the sixth day and fifty cents ($.50) for each day thereafter.
• Fines for other materials such as recalled items, reference materials and reserve items are higher.
• Charges for damaged books vary according to the amount of damage.
• Overdue fines for laptop computers and other equipment are $10.00 per hour.

INVOICING

• When materials are thirty days overdue (for all patrons except faculty), an invoice is sent. The amount of the invoice is a fifteen dollar ($15.00) fine for thirty days overdue plus the replacement cost for the book based on average current book prices by subject.
• Overdue reserve materials may be fined up to thirty dollars ($30.00), and overdue recalled items may accrue a fine of up to thirty dollars ($30.00). Faculty members are billed at sixty days overdue, but a fine is not charged.
• All fines and invoices must be paid to the Treasurer's Office or using ISIS. Patrons who are invoiced for materials are blocked from circulation privileges until materials are returned or the invoice is paid.
• Questions about an invoice or requests for adjustments are handled at the Help Desk 8:00am - 5:00pm Monday through Friday.

BILLED ITEMS:

• Returned books that have the status “BILLED” need to be checked in to clear the replacement cost from the invoice.
• A Bursar tape load is created each day (usually first thing in the morning). Adjustments for BILLED items that have been checked in will be in the Bursar tape load the following day. The Bursar tape load goes into Isis late in the day.
• The adjustments to a student’s record in Isis do not occur in real time. There is a delay because of the way Infolinks and Isis currently interact.
• The User Experience personal in charge of Overdue Materials, Billing & Carrels can communicate with the Treasurer’s Office to expedite an adjustment if there is a pressing need to clear a student (ex. registering for classes, obtaining a transcript).

LOST AND PAID ITEMS:

• “LOST & PAID” items are not to be checked in and are not cleared in SIERRA.
• Returned books that have the status “LOST & PAID” are not to be checked in and are not cleared in SIERRA. These books have been previously billed and have been marked as paid.
• Please give these books to the User Experience Services personal in charge of Overdue Materials, Billing & Carrels to be processed.
• Include a note with the name, ID# of the person who was billed, and the date of the item(s) was returned.
• The User Experience Services personnel in charge of Overdue Materials, Billing & Carrels will call and/or send an email to the Treasurer’s Office to remove the book charges as soon as possible.

PATRON PURCHASED REPLACEMENTS:

• If a patron wishes to replace a lost or damaged item instead of paying the billed price, they may submit the replacement item to the User Experience Librarian or the head of a branch library to determine if the item is a viable replacement choice. (See Replacement Decision Steps)
• If accepted, the item is given to the User Experience personnel in charge of Overdue Materials, Billing & Carrels who will adjust the patron’s account.
• For billed items, the replacement fee will be removed and the $15 billing fee remains.
• The item status is changed to either “Lost” or “Damaged” and a note is added to the record. A replacement disposition form should be submitted to the billing clerk

Procedures for collecting donated materials:

The Libraries do not accept walk-in donations or unapproved drop-offs at any of our facilities due to limited space and the high cost of sorting, reviewing, and processing donated materials. We consider only gifts-in-kind that relate to our mission and curriculum.

• If a patron is wondering about donating items, please refer them to the online form.

• Feel free to print out the New Gifts-in-Kind Policy document listed below and hand them a copy to take home and/or email them the document.  

Instruct the patron to simply fill out this online form to start the process. To see if their potential contribution fits into our collections plan.

After the form is completed and reviewed. If we determine we can accept your donated materials, once donated, the materials become the property of the University Libraries. Donated materials may be used or displayed in public or staff areas, put in storage, transferred to another unit within the university, sold, discarded, or donated to another institution, organization, or individual in accordance with Arkansas and university rules, guidelines, and laws.

Note: Patrons wanting to make donations who have questions or comments may contact the Development Office via email at giftstolib@uark.edu

Additional Tips and Information

Items the Libraries are interested in adding to our collection include but are not limited to:

• Titles written by University of Arkansas faculty and alumni

• Titles about Arkansas and written by Arkansas authors

• Titles to be used to support a specific class

• Musical scores

• Fiction or non-fiction published within the last five years

Although exceptions may be made for special circumstances, we usually do not accept:

• Textbooks

• Popular fiction paperbacks

• Popular magazines

• Incomplete runs and single issues of periodicals/journals/magazines

• Encyclopedias over three years old

• Titles we already own (duplicates)

• Titles in poor condition; materials that show signs of mold, infestation, or significant degradation, or contain excessive highlighting or stains

• VHS tapes, audio cassettes, computer software, or other obsolete media

Patrons wanting to make donations who have questions or comments may contact the Development Office via email at giftstolib@uark.edu

Refer to document(s) for additional information!