Reserves
The key issue is transparency of the processes for customers, so that they understand how your service operates. This is likely to include :
- Customers able to reserve via staff, telephone, OPAC, website
- Customers notified by email, telephone, post, txt . *Customer record viewable online so progress can be tracked . If there is a charge, when is it applied?
- Is there a limit? (whether charged or not)
- How long will it be held? . Do items relocated from other sites count as reserves?
- Are items posted as on the shelf but not located regarded as reserves?
- If customers are going on holiday can delivery be suspended?
- Can any items not be reserved? e.g. on order, bestsellers
- Are there any special conditions regarding cancelling reserves?
- Can they be directed to a closer branch, or couriered to non-library site?
- Open access pick-up by customers? (Consider security and privacy) *Are there special conditions or discounts? You may wish to consider the following types
o Community Service card holders
o Children and Teens
o Housebound
o Eligible disabled customers
- What happens if their reserve is unsuccessful?
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