1. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 1/53 Lesson 17b Charging Problems, Renewals

2. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 2/53 ! Before you go any further, minimize this lesson and launch the Voyager Circulation module from the menu The Voyager Circulation Username: evanstusup Password: may00 (zero zero)

3. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 3/53 For enhanced learning, you can switch back and forth between this PowerPoint Lesson and the Voyager Circulation module, to actually try out what you are learning To have this interactivity: Use the + keys to switch between these two programs (To do this, you must have only these two programs running)

4. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 4/53 Lesson 17b. The Voyager Circulation Module: Charging Problems, Renewals, Modifying Due Date A Self-Paced Module in the Instructional Project Bringing Learners and Library Skills Together: Using Computer-Based Instruction for Training Employees at a University Research Library

5. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 5/53 Acknowledgements Special thanks to all the students who previewed this lesson and provided critical suggestions on how to improve it

6. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 6/53 Contents of this lesson Review of past learning Learning Objectives Basic functions with the Circulation module: working with charging problems, renewing items, and modifying due dates Recap and a look ahead Your response to the lesson

7. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 7/53 Review of past learning In Lesson 17a, you gained an overview of the standard charging procedure

8. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 8/53 Where you are in the instructional sequence General Context of Student Assistant Library Work L1 Your Learning Experience as a Student Library Assistant in Circulation Services at Evansdale Library / Assess / Discuss L2 Performance Expectations for Student Assistants / Assess / Discuss L3 Library Resources / Assess / Discuss Maintaining the Integrity of the Physical Collections L4 A Virtual Tour of the Library / Assess / Discuss / Task Perf. 1 / Assess / Discuss L5 Call Number Classification / Assess / Discuss / LC Easy / Task Perf. 2 / Assess / Discuss L6 Retrieving Stacks Items / Assess / Discuss / Task Perf. 3 / Assess / Discuss L7 Straightening Shelves of Items / Assess / Discuss / Task Perf. 4 / Assess / Discuss L8 Shelving Items / Assess / Discuss / Task Perf. 5 / Assess / Discuss L9 Visually Scanning Items for Call Number Consistency / Assess / Discuss / Task Perf. 6 / Assess / Discuss L10 Physical Item Searches / Assess / Discuss / Task Perf. 7 / Assess / Discuss L11 Reconfiguring the Collections / Assess / Discuss / Task Perf. 8 / Assess / Discuss Public Service and System Functions L12 What’s What behind the Circulation Desk / Assess / Discuss / Task Perf. 9 / Assess / Discuss L13 Standard Operations at the Circulation Desk / Assess / Discuss / Task Perf. 10 / Assess / Discuss L14 Introduction to the Endeavor Voyager System / Assess / Discuss L15 Voyager Circulation Module: Interface and Patron Records / Assess / Discuss / Task Perf. 11 / Assess / Discuss L16 Voyager Circulation Module: Discharging Items / Assess / Discuss / Task Perf. 12 / Assess / Discuss L17 Voyager Circulation Module: Charging Items / Assess / Discuss / Task Perf. 13 / Assess / Discuss L18 Voyager Circulation Module: Item Records / Assess / Discuss / Task Perf. 14 / Assess / Discuss L19 Course Reserves / Assess / Discuss / Task Perf. 15 / Assess / Discuss L20 Using the Wireless Laptop Computers, CD Players, and Associated Equipment / Assess / Discuss / Task Perf. 16 / Assess / Discuss L21 Using the Pharos System Print Controller, Printers, Copiers, Digital Sender, and Value-Add Service Machine / Assess / Discuss / Task Perf. 17 / Assess / Discuss L22 Using the MountainLynx Electronic Catalog / Assess / Discuss / Task Perf. 18 / Assess / Discuss L23 Supervising the Use of the Electronic Classroom Computers / Assess / Discuss / Task Perf. 19 / Assess / Discuss L24 How to Help Library Users / Assess / Discuss / Task Perf. 20 / Assess / Discuss L25 Working with Microform and Government Documents / Assess / Discuss / Task Perf. 21 / Assess / Discuss

9. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 9/53 Learning Objectives of this lesson To provide an introduction to the basic circulation functions: Charging problems Renewing items Modifying due dates

10. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 10/53 After experiencing this lesson, you will… Be aware of some common charging problems and how to deal with them Know how to renew items Know how to modify due dates

11. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 11/53 Sections of Lesson 17b This sub-lesson has three (3) sections: §17.4 Common charging problems §17.5 Renewing items §17.6 Modifying due dates Ok, let’s begin …

12. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 12/53 § 17.4 Common charging problems

13. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 13/53 Common charging problems This section will outline some of the common problems that arise when trying to charge out items to a patron

14. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 14/53 If patron ID number is unscanable If the library user’s patron card is not readable by the scanner, it could indicate either that the patron record has not been activated or that the card is deformed, bent, cracked, washed out, or otherwise in poor condition If the patron record has not yet been activated with the card, follow the Voyager procedure to modify a patron record (Lesson 15)

15. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 15/53 Unreadable barcode (2/2) If the patron ID card is in poor physical condition, you can type in the 9-digit identity string You can recommend to the library user that s/he go to the Mountaineer card office and purchase a new card Ask a circulation supervisor to create a general note in the patron record note field that the ID is unreadable

16. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 16/53 If there are multiple barcodes for a patron Chose the status with the maximum loan period, as long as it is a viable status

17. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 17/53 If a patron doesn’t have her/his WVU ID with her/him First of all, remind the library user that s/he must have the ID card to access library services If the circ staff supervisor gives permission to process the charging… Click on the “ … ”

18. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 18/53 Finding the patron’s record The Patron Search window will be launched Type in the patron’s name, WVUID, or other identifier

19. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 19/53 This should bring up the patron record

20. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 20/53 If the patron record doesn’t launch… Check spelling of last name Put in the WVU ID number The university no longer uses SSNs Watch out for foreign students with two ID numbers; we want to activate only the actual WVUID number

21. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 21/53 Adding a note about lack of ID In the patron’s record, after you have completed the transaction for the patron, create a pop- up note in the Note function, indicating that the patron has been advised to carry her/his ID card Date and initial the note, and “save” it

22. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 22/53 Pop up windows while charging Occasionally while you are charging an item, the Voyager system will launch a pop up alert window These alert windows are meant to be read carefully before appropriate action can be taken on the item Always alert the on-desk circulation supervisor when you experience a pop up window

23. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 23/53 Item charged block while charging If you are charging an item that is still charged to another patron, a pop up window will alert you to this fact Read carefully the Item Information section DO NOT click “OK”

24. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 24/53 Item charged block (2/6) Stop processing the item for a moment Alert the on-desk supervisor The item was probably not properly discharged in the past, when it was returned to the desk. This is especially true with reserve items that are checked in and out repeatedly However, we need to investigate If we had simply clicked “OK” and if the item had been improperly discharged, the previous patron would be inappropriately assessed a late fine Before the item is charged to the new patron, we need to find out to whom it is still currently charged

25. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 25/53 Item charged block (3/6) A supervisor will go to another Service Desk desktop, click on the Item icon, and scan in the item’s barcode within the “Search by Item Barcode” box Note! You might need to clear the Item Record first, before scanning, since it retains in memory the last item processed on that computer

26. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 26/53 Item charged block (4/6) After scanning… The “Item Record” window is launched with information about the item Click on the “Charged To” person icon

27. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 27/53 Item charged block (5/6) The “Charged To” window is opened, with information about the patron, charge and due dates, etc. In this example, the item is still charged to Cicely Cyborg

28. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 28/53 Item charged block (6/6) The supervisor will determine what should be done In most cases, the item was not properly discharged The supervisor will probably discharge it, then go to that patron’s record and make a determination on whether the fine should be forgiven Only after this process has been concluded can the item be returned to the initial station, the “OK” button selected, and the book charged to the patron waiting at the desk In this example, A. David Roth can now check out the item previously charged to Cicely Cyborg

29. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 29/53 Block due to overdue fines If a patron has pre-existing fines equal to or exceeding $5.00, a “Patron Blocked” pop up window will launch when a new item is scanned to be charged to that patron

30. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 30/53 Overdue fines block (2/2) The patron must pay the fine, or at least pay under the $5.00 limit, before any new items can be charged to the patron’s account Alert a supervisor to handle the fine The supervisor will scrutinize the patron record to determine if the fine has to be paid at the Office of Student Accounts (STOSA)

31. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 31/53 Other pop up windows when charging A number of other pop up windows can be launched when attempting to charge an item to a patron These include Recall/Hold windows, In transit windows, Lost Item blocks, Lost-System Applied blocks, Administrative blocks, etc. DO NOT process the item further In all cases, alert a supervisor and have her/him handle the situation

32. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 32/53 § 17.5 Renewing items

33. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 33/53 Renewing items Items that are renewable can be renewed individually via the same process you use to initially charge out an item You simply scan and (re)charge out each item But you can also renew individual items or all items charged to a patron by accessing the charged items list in the patron record

34. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 34/53 Renewing items (2/5) First, ask the patron for her/his barcoded ID card Scan the patron barcode to launch the patron record window Select the Charged Items icon

35. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 35/53 Renewing items (3/5) The “Charged Items Index” window will be launched There will be one row of data per charged item, in alphabetical order by title

36. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 36/53 Renewing items (4/5) Highlight the specific item to be renewed by left-clicking on it with your cursor Select the “Renew” button Renew other items in the same manner

37. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 37/53 Renewing items (5/5) The new Due Date will be displayed, indicating that the item was successfully renewed Select “Close” to complete the process

38. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 38/53 Global renewals Use a similar procedure to renew all items simultaneously Access the patron’s record, then the “Charged Items Index”

39. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 39/53 Global renewals (2/5) Click the “Select All” button at the bottom of the window

40. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 40/53 Global renewals (3/5) All charged items will be highlighted

41. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 41/53 Global renewals (4/5) Select the “Renew” button at the bottom of the window

42. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 42/53 Global renewals (5/5) All items are globally renewed and now have an updated due date The Status column indicates that these items have been renewed on this date

43. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 43/53 § 17.6 Modifying due dates

44. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 44/53 Modifying due dates Check with the on-desk circulation supervisor before executing this function for an item You should only modify a due date when instructed to by your supervisor or when the Voyager due date conflicts with the regular due date for that item status and patron status These conflicts usually occur near the end of each semester

45. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 45/53 Modify an item’s due date To modify an item right after it has been charged, right click on the blue item row of that item in the charge window

46. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 46/53 Modify a due date (2/7) A pop up box will launch Select “Modify Due Date…” with a right click of your mouse

47. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 47/53 Modify a due date (3/7) A “Modify Due Date…” pop up window will be launched Click on the “…” box

48. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 48/53 Modify a due date (4/7) A pop up calendar will be launched

49. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 49/53 Modify a due date (5/7) Use the calendar to select the appropriate date Then click “OK” at the lower left

50. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 50/53 Modify a due date (6/7) The “Modify Due Date…” window will now reflect the new date Click “OK”

51. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 51/53 Modify a due date (7/7) The “Charged Item Index” window now reflects the adjusted due date for that item

52. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 52/53 Recap and a look ahead You have now been introduced to more of the general functions of the Voyager circulation module: charging, renewing, and modifying due dates In Lesson 18, you will learn how to work with item records

53. Revised WE 2013-08-22 14:00 EST Created TU 2004-07-06 Lesson 17b. Charging Problems, Renewals / Bringing Learners and Library Skills Together Copyright © 2003-2013 by A. David Roth | Evansdale Library, West Virginia University 53/53 Response to Lesson 17b Thank you for your participation in experiencing lesson 17b Please access the online response form to report on your learning experienceonline response form Then report to the Service Desk to perform Task Performance 13