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Circulation Workflows

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by

Mandy Henk

on 28 July 2014

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Transcript of Circulation Workflows

Check-Out
On Loan
Return
Before Check-Out
Overdue
Circulation Workflows
A person wants an item!
Item is on shelf
Yay! Proceed to Checkout.
Item is Not On Shelf (NOS)
This means the item is Missing
Item is on loan
Item is in processing
Item is at Prindle
A person has an item in hand!
An item is overdue
An item is out on loan
An item has been returned
What is a missing book?
First Steps
Next . . .
The End!
A Missing book is a book that is not on loan, in processing, or on the shelf where it belongs.
First Steps
When a patron (or staff person) reports that a book is not on the shelf . . .
1. Use the Missing Book Report Form to collect information about the item and the person who wants the item.
2. A first search is done each morning by Tina. Tina searches all of the missing books from the previous day.
3. Found books are placed on hold for the person who wanted the item.
4. Books that are not found are marked missing and the patron is referred to ILL.
Searching . . .
Three times a year the Missing List is pulled from Aleph, this includes all items with a current status of Missing.
These items are searched thoroughly.
Found items are taken out of Missing and . . .
Items that are not found are moved into Withdrawal Processing
Withdrawal Processing
The Withdrawal Processing List is initially reviewed by the Access Services Librarian and items needed immediately are ordered.
The WP List is pulled each summer.
One copy goes to Cataloging for removal from OPAC and OCLC.
Another copy goes to Collection Development for reconsideration.
Missing Book Workflow
Holds
Recalls
Choices
Hold vs Recall
Holds and Recalls
Hold
A Hold prevents the patron who has an item on loan from renewing it. It does not alter the due date!
Recall
A Recall shortens the due date for the person who has the book on loan.
When a Hold is placed . . .
A notice is sent to the patron with the item informing them that their item can no longer be renewed
A notice is sent to the patron who placed the hold informing them what a hold is and how it differs from a recall and when the item is expected to be available
The item will now appear in the weekly current hold list
The online system changes to reflect that the item is on loan and claimed by another patron next.
Details!
The Hold Shelf

The hold shelf is where we place that items that are new purchases being held for the patron who ordered them are waiting for pick-up after being recalled or placed "on hold" were in mending or needs cataloging and have been rush processed for a specific patron or have been pulled by a librarian for specific patron

It is located directly behind the circulation desk on the reserve shelf closest to the entrance. All items on the hold shelf should be "on hold" in Aleph.

Items on hold are organized by patron name.

Items remain on the hold shelf for one week as a matter of policy. As a matter of practice, the hold shelf is reviewed and cleared weekly-- usually on Friday. Sometimes items will remain longer at the request of the patron
What happens when a book is returned and has a hold on it?
A warning message will pop up in Aleph and a hold slip will be generated. Print the hold slip and place it in the item. Place the item on the circulation assistant's desk and they will coordinate notifying the patron that the item is available.

What if a note pops up in Aleph saying that a patron has items on hold, but I can't find anything on the hold shelf?
Begin by getting the title of the item.

Click on the Patron Tab (the little face) to access their account. You will see Hold Requests along the left hand menu.
Tell the patron the title and apologize that it isn't available.
Ask if they still want it. If the answer is no, click Delete.
If the answer is yes, click Go to Item.
Is the item on shelf? Get the call number and have someone go get the book for the patron.
Is the item checked-out? Process a recall.
Is the item in process? Have your supervisor ask Tech Services to rush the item.
Is there something else going on with the item that makes it not available? Suggest the patron ILL the book. Delete the hold.

How do I place a hold for patron?

When placing an item on hold for a patron make sure they understand that they are not recalling the item. If they want to recall the item, follow the instructions for processing a recall.

Look up the item in the OPAC to get the barcode.
In Aleph, go to Requests along the top menu and choose Requests --> Create Hold Request. The keyboard shortcut is Ctrl-R.
Paste the barcode for the book in the correct box and scan in the patron's barcode. You can also search for the patron by clicking the ellipses.
Click OK.

What procedure do we use for notifying patrons that they have books to pick-up?
When an item that has a hold on it becomes available we need to notify patrons by emailing them. Aleph does not automatically notify patrons that they have holds available. Students and staff may both send hold notifications, but be sure to use the ROWLending account and not your personal email.

Use the template below:

Subject: Title/Author of item now available for pick-up
Dear Patron Name,

An item you requested

title/author

is now available for pick-up at the Roy O. West circulation desk. It will remain available for one week.

Thanks!
(Your name)
Roy O. West Library Access Services


How do I remove expired items from the hold shelf?
Mostly you don't--Jody handles that process. The process she uses follows:

Run the Hold Shelf Report (cir-06) in Aleph.
Go to Services --> Reports --> Hold Shelf Report
Leave the defaults in the report except. . .
Report Output File change to holdshelf_yourinitials_date (holdshelf_mrh_02082010)
Check all sublibraries that have ROW in the title
Delete action change to Delete Current Holds and Notify Next Requestor
Next Requester Letter Output File should be holdnotices_yourinitials_date.
Open the hold shelf report and print it out. Look over the list of notices to see which items should remain on hold and send notices manually.
Remove items from the hold shelf that are on the list and not on hold for a different patron. Place items for reshelving.
Check the remaining items on the hold shelf in Aleph to make sure they are properly on hold. Place holds and notify patrons if there were items that were not on hold.

Missing Book List Procedure


The missing list is pulled three times a year, in June, after the reserves rush in the Fall and again after the Spring reserves rush.
Each book is searched first by a student, then by a staff member. Books are searched in reference, careers, and recreational reading. If there is reason to believe it could be shelved at Music or Science we can also have Pam or Terry check their shelves. Media items are searched in Media and upstairs.
For items we find, we change the status so it is no longer “Missing” in Aleph. Items we do not find are changed to “Withdrawal Processing” in Aleph after the June Missing List is processed. Do not change items to “Withdrawal Processing” in Fall or Spring.
Cataloging will pull the Withdrawal Processing Report and process it after July 1 every year.

When a Recall is placed . . .
Due Date Calculation
Notices
Fines
Fines begin the day after the book is due and are calculated at $5.00 per open day. The maximum fine is $100. The item moves to lost at 20 days and the replacement and processing fee are assessed on top of the overdue fine.
Reports and Status
The Recall list is examined each day and staff initiated emails are sent at Tina's discretion.
All Recall due dates are calculated as 7 days from the date of recall.
Notices to the person with the book . . .
First notice goes as soon as the Recall is placed.
Second notice goes the day before the book due.
Third notice goes the day the item is due
Notices to the person who wants the book . . .
Initial notice confirming that the recall was placed and the recall due date.
Notice when the book is returned and available.
Notice when the book goes overdue and should be ILLed.
Is the item here?
Does the item need a rush?
Is the item in mending?
On Order Workflow
Rush Cataloging Workflow
Item in Mending Workflow
Item in Processing Workflow
Monday-Friday 8-5
Evenings and Weekends
1. Contact Gail Patrick to find out when the item is expected to arrive.
2a. If the item does not have an existing hold, ask Gail to place one for the patron.
2b. If the item does have a hold, inform the patron that they will have up to a 12 day (5 days on the hold shelf, 7 days on loan) waiting period after item arrives and ask if they still want the item.
3. When the item arrives, send an email to both patrons and place on the hold shelf.
1. Inform the patron that the item is on order and not yet in the library. If available, send them to a reference librarian to locate an alternate work.
2. Send an email to Jody with the title, the patron's name, and contact information. CC the patron.
3. Jody will consult with Gail and get back to the patron.

Monday-Friday 8-5
1. Many of these items will have an existing hold for the patron who ordered the item. This means that the item may be recalled. Warn the patron.
2. Contact Bruce Sanders and inform him that the item is needed. He will locate it and prepare it for check-out.
3. If needed, use the On-the-fly checkout procedure to loan the item.
Evening and Weekends
1. Connie and reference librarians can enter the cataloging and processing area to search for items. If an item is removed, send an email to Bruce Sanders with the bibliographic information. He will complete cataloging.
2a. If the item is not found, send an email to Bruce and let him know that the item is needed. Include the patron's name and CC them on the email.
2b. If the item is found, warn the patron the item may be recalled by the patron who requested to book.
3. Checkout the item using the On-the-fly procedure.
Monday-Friday 8-5
Evening and Weekend
1. Contact Bruce Sanders or Marjorie Seacrest and see if the item is in loanable condition.
2a. If so, proceed with checkout.
2b. If not, refer the patron to ILL
1. Let the patron know that the item is not available because it is damaged.
2. Send an email to Bruce Sanders with the title and the patron's information. CC the patron.
When it is due back?
Desensitizing
Can this patron take this item?
Does the item have a barcode?
Staff, but not students, may use their discretion. If you or a student worker know the person, if they have other ID, etc go ahead and search them by name and complete the checkout.

Otherwise, ask that they return with their ID.
Does the patron have their ID and an account?
No!
Yes!
Proceed to next step . . .
Yes! But there are two accounts for this person . . .
Send an email to Jody Matthews letting her know the name of the patron and the barcodes from each account. Use the list below to select which account to use.
1. Does one account have items on loan already? Use that one.
2. Does one account have a correct barcode? Use that one.
3. Is one account a mess, i.e. no address, wrong email, etc? Use the other one.
No Account?
No ID?
DePauw
Patron?
Non-DePauw Patron?
New Faculty?
New Staff?
New Student?
What to do?
Dependent or Guest Scholar?
Faculty need to have accounts created when their hire date is later than the date of our PLIF load. This is common during the summer and less common in January.
Staff accounts need to be created more often than faculty accounts because more staff are hired outside of the academic calendar schedule.
There is almost never a need to create a new student account. If you find a student who has no account follow the same procedure as for new faculty and staff after double checking to be sure they don't have an account. Be sure to let Jody know that the new patron is a student.
These happen more often than other types of new DePauw patrons. Follow the same procedure as for new faculty and staff. Remember that due dates for Dependents are calculated as for Community Borrowers and Guest Scholars as for faculty.
Manually created accounts will often lead to duplicate accounts when we do our next PLIF load, so it is important that they are set up correctly. If you have a new DePauw patron who needs to checkout materials and has no account, email Jody Matthews the name, address, barcode if possible, and the barcode and bibliographic information of the items the patron wants. Use your phone to take pictures of the books to save time! Jody will set up the account and charge the materials. See section on Due Date Calculation to figure out what due date to report to the patron.
The Prindle Institute (aka the Ethics Center) has a small collection of ethics books available for loan.
Students can go out there from 8-4 (they need a car or good legs to walk) or we can request books for them.

1. Send an email from the ROW email to Linda Clute (lclute@depauw.edu) with the title and author of the book. Include the name of the student and a request that the email be included in with book. CC Tina Oetken on this email.

2. Linda will place the book in campus mail.

3. When the book arrives put it on hold and send an email to the patron letting them know the book is available.

PALNI Patrons
ALI Patrons

Community Patrons
New Community Patrons MUST have a card to borrow for the first time. If the HelpDesk is open give them a brochure and send them there first. If it seems the best thing to do, you can allow them to borrow once using the procedure below. Updated brochures are at http://www.depauw.edu/files/resources/commusersbrochure2013.pdf
If the patron has a card but not an account, send an email to Jody with their name, address, email address, barcode from their card, and the items the patron borrowed. Be sure to review Due Date Calculation to determine their loan periods and eligibility to borrow certain material types.
DePauw is a member of the PALNI consortium and so we allow students, faculty, and staff from other PALNI to borrow from our library. Students are given the same privileges as community patrons and faculty are and staff are given the same privileges as DePauw faculty and staff.

PALNI patrons do not need a DePauw ID, but they do need an account. They also need an ID from a PALNI school. When a new PALNI patron visits for the first time send Jody an email with their name, email address, home address and home school, and the barcode and title of the materials they borrowed. Review Due Date Calculation to determine their loan periods.

ALI (Academic Libraries of Indiana) has a reciprocal borrowing program that we participate in, brochures describing the program and which schools participate are in the forms drawer. Each ALI borrower should have a signed ALI card filled out by their home library. This card must be checked each time a borrower wishes to checkout, along with their school ID.

The first time an ALI borrower wishes to make a loan, send an email to Jody with the patron's name, email address, home address, home school, and the barcode and bibliographic information. Consult the community patrons section of Due Date Calculation table to determine loan periods and eligibility.
No!
Both bound and current periodicals, government documents, and Archives items may be missing a barcode. When a patron wishes to (and has permission in the case of Archives items) borrow these materials we need to create what is called an On-the-Fly record to loan the item. You create these by going to the Items Menu in Aleph, choosing Catalog Record and Create Item and following the on screen instruction to complete the form. Periodicals and Archives material should be given an item status of 04--Three Day Loan and government documents should be given a status of 01--Regular Loan. The sublibrary should be DUROW. Attach the barcode and scan it into Aleph.

This process creates an automatic hold for the cataloging department, so they can either delete or fix up the record when the item is returned. Just override the "Item has holds" note when checking it out.
YES!
Proceed to next step!
All DePauw patrons can borrow all item types. Community patrons, including PALNI students and ALI patrons, are not permitted to borrow media items, reference books, or periodicals. No one is allowed to borrow microforms, but no one has ever asked either.
Remember not to desensitize reserve materials!

VHS materials must be desensitized using the specially marked desensitizer.
What about reserves?
Loan periods are decided by faculty members. Most books circulate in-building only for 2 hours. Most media items circulate in-building for 6 hours. When an item is loaned close to closing, the due date will be 9 am the next morning. Check the reserve label for each item since some items can leave the building and other circulate for 3 hours, 4 hours, and overnight.
Spaces!
Lockers: 6 hours
Study Rooms: 4 hours
Be sure to check if the study room you are checking out is reservable and if so, check the Google Calendar for the room!
Stuff!
Computer Power Cords: 4 hours
Headphones: 4 hours
Headphone Splitter: 4 hours
Calculator:
Music Library Headphones:
Metronome:
To checkout a book in Aleph click on the picture of a person on the left side menu. Scan the patron's barcode into the first field and the items' barcodes into the second. The reader will beep no matter what, so look at the screen and make sure the correct item came up. Pay attention to circ notes, which will come up in a message box!
Sometimes when you go to checkout an item you will get a message telling you that the patron has items on hold. Check the hold shelf and retrieve these items and check them out to the patron too!
More Quirky Situations
Sometimes a patron's account will be present, but expired. When this happens bring up their account and confirm their email and home address under the address tab and add one year to their expiration date under the local tab.
Sometimes a patron will want to checkout materials to someone else's account. This is a big no-no. Alert your supervisor and let them handle the situation.
How to checkout an item
We need an item for reserves . . .
When we need an item for reserves, we place a rush recall on the item. This means that the item has to come back ASAP. Never, ever place a recall in Aleph. Only Tina does this since Aleph's recall function doesn't work the way it should.
The patron needs the item longer . . .
Another patron needs the item . . .
When this happens, the patron needs to ask at the circ desk. When a patron asks for an item, it has to be a book since media only circulates for a few days. Fill-out the Google Form and Tina will take it from there.
Mostly, nothing happens, but sometimes . . .
What does Tina do with recall requests?
1. Change the due date in Aleph.

2. Contact the patron who has the book with the new due date.

3. Contact the person who wants the book with the new due date.

4. Keep a list of active recalls.

5. Maintain communication with patrons' who have overdue recalls.

6. Determine fine amounts and communicate with Connie to ensure the fines are properly calculated.

7. Communicate with Mandy when things get messy.
Overdue recalled books incur a $5 per day fine.
Most items that are not recalled and do not have holds can be renewed once. We routinely allow faculty to go waaaaaay over that though! Patrons can renew online, via phone or email, or you can do it for them at the circ desk. Look up the patron's account, choose the item(s), and click renew marked items.
The Overdue Workflow
Communication
Fine Calculation
Replacement Costs and Processing Fees
The Billing Process
Lost Items

1 day overdue
1 week overdue
60 days overdue
14 days overdue
2 days before due date
Courtesy Notice
First Overdue Notice
Second Overdue Notice
This notice goes out at 7 days past the due date. Once this notice has gone, Jody will begin emailing the patron personally using the Overdue Non-Notice Report.
Third Overdue Notice
Billing Notice
All items on loan for more than 48 hours, will trigger a courtesy notice informing the patron that the item is almost due and offering renewal options. Sadly, there is no way to send a different notice if the item is not renewable. Most patrons who are not ready to return their items respons to this notice with a request for renewal. These go to the ROWLending account and should be processed each morning and again in the afternoon.
General Info About Notices and Communication
Notices are sent almost, but not quite, automatically. Aleph must be open on Connie Cree's machine and the Print Daemon must be open. Otherwise, not only will notices not go out, they will generate and then all go out in a big batch when Aleph is opened on that machine.
Notices to patrons without an email address will be sent to the print queue automatically when Aleph sends the emails. They go the Circ account and can be retrieved there. Do not mail Courtesy Notices to these patrons, since they won't get there in time.
Connie will check the Print History in Aleph each day to see which notices failed. Notices can fail when an email address is incorrect, the patron's account is full, or when the wind blows in the West.
Notice Text
From: Roy O. West Library (rowlending@depauw.edu)
Subject Line: Library Due Date Reminder

Dear Name,
The item(s) below are now 1 day overdue. Some library materials incur overdue fines. Please return the materials to any of the Depauw Libraries or contact us to request a renewal. You may reach us via phone at (765) 653-4420 or by replying to this email.

<Item Info for each item with this due date>

Thanks,
DePauw University Libraries

If you have any questions about this e-mail please contact us at rowlending@depauw.edu. Our office phone number is (765) 658-44220. You can also visit us in person during library hours.

The first overdue notice goes out when an item is at least 24 hours overdue. This notice is the same for recalled items (which is why we don't use Aleph recalls), reserves, and all other items across the Libraries.
From: Roy O. West Library <rowlending@depauw.edu>
Subject Line: Library Overdue Reminder

Dear Name,
The item(s) below are now 1 day overdue. Some library materials incur overdue fines. Please return the materials to any of the Depauw Libraries or contact us to request a renewal. You may reach us via phone at (765) 653-4420 or by replying to this email.

Sincerely,
DePauw University Libraries

If you have any questions about this e-mail please contact us at rowlending@depauw.edu. Our office phone number is (765) 658-44220. You can also visit us in person during library hours.

Notice Text
Notice Text
From: Roy O. West Library <rowlending@depauw.edu>
Subject Line: Library One Week Overdue Notice

Dear Name,
The item(s) below are now 7 days overdue. Some library materials incur overdue fines. Please return the materials to any of the DePauw Libraries. If you are unable to return these items, contact us via phone at (765) 653-4420 or by replying to this email.

<Item Info for all items with same due date>


Sincerely,
DePauw University Libraries

If you have any questions about this e-mail please contact us at rowlending@depauw.edu. Our office phone number is (765) 658-44220. You can also visit us in person during library hours.


This is the final notice before an item billed. It goes out on the 14th day after the item was due. At this point, they have received 3 or 4 notices (depending on the length of time of the loan) plus personal emails from library staff.
From: Roy O. West Library <rowlending@depauw.edu>
Subject Line: Notice: Materials now 14 days overdue

Dear Name,
The item(s) below are now 14 days overdue. You must return the material(s) to any DePauw Library as soon as possible to avoid being charged for the material or incurring additional fines.



Sincerely,
DePauw University Libraries


If you have any questions about this e-mail please contact us at rowlending@depauw.edu. Our office phone number is (765) 658-44220. You can also visit us in person during library hours.

Notice Text
At 60 days post-due date, Aleph changes the status of an overdue item to lost and generates a bill for replacement and processing fees. This is the final notice we send, but it is also the most effective notice. Because this is the point where parents get involved, we often get materials back shortly after these charges are posted.
Notice Text
From: Roy O. West Library <rowlending@depauw.edu>
Subject Line: Notice: Charges Sent to Your University Account

Dear Name,
Charges have been sent to your DePauw University account for the following items. A summary of the charges will appear on your next University statement.

<All billed items here>

Sincerely,
DePauw University Libraries

If you have any questions about this e-mail please contact us at rowlending@depauw.edu. Our office phone number is (765) 658-44220. You can also visit us in person during library hours.

Overdue fines are an ineffective tool for timely return on most items, but we have found them to be effective for reserve and recalled materials.

Reserve items accrue $1 per hour fine up to $15.

Recalled materials accrue $5 per day fine, up to $100.
Aleph automatically moves items to lost at 60 days. Once this happens the item will appear on the lost book list, disappear from the Overdue Non-Notice Report, and the patron's record will show a charge. Replacement charges are waived when a billed item is returned.
Collected Edition Scores, Reference Books, Bound Periodicals
$250
$60
Media, Recreational Reading, Campus Life
$30
Study Room and Locker Keys
Processing Fee
$15 (faculty exempt)
Main Collection
$15
Processing the Bursar Report
The goal of the overdue process is always to get the material back--even after it has been billed. So, we continue our efforts to get materials back using the Lost Item Report.
Lost Book Processing
The lost list is pulled three times a year, in June, sixty days after the Spring due date, and sixty days after the Fall due date.
Each book is searched first by a student, then by a staff member. Books are searched in reference, careers, and recreational reading. If there is reason to believe it could be shelved at Music or Science we can also have Pam or Terry check their shelves. Media items are searched in Media and upstairs.
Items we find are returned and a note is sent to the patron acknowledging our error and letting them know to watch for credit on their bill.
For items not found send an email using the template below, be sure to CC Mandy on the email:

Dear Name,

A bill for the following items has been mailed to your address:

Title and author here

Are you able to return these items? If these items are returned soon, we will be able to waive the replacement fee you were charged. Please let us know either way, so that we can remove the items from your account.

Thanks!

Your Name

Roy O. West Library

DePauw University

Follow-up with a phone call if you don’t hear from the patron within a day or so.

For items lost more than four semesters, delete the transction from the patron’s account and change the item status to “Withdrawal processing."

Sticky Situations
A
"claims returned"
occurs whenever a patron makes the claim that an item or items were returned to the library, but we do not have the items. Use this procedure for patrons' who have not previously had a claimed return. Patrons' who have claimed returned items before should be referred to Mandy.

When a patron first claims to have returned an item begin by apologizing to the patron. We do make mistakes and we should take patrons' claims at face value.
Take the patron's email address, if the encounter is in person or via phone. Get the title and author from the patron. If possible, verify that the item is still checked out to the patron.
Search for the item thoroughly in the stacks.
If the item is found, send an email letting the patron know that the item was located and apologize for our error. If the item is not found, go to the patron's account and copy the barcode. Go to the Local Patron Information and under Local Blocks and Notes add a note that says Claims returned BARCODE current date Your Name. ex: Claims returned 39307012176354 7/21/07 Mandy. Click Update.
Under [L] Loans find the item and select it. Click Delete to delete the loan transaction.
Open the Cataloging module and find the item. Change the item status to Missing.

Accepting Returns
1. When accepting returns, check each item for completeness and damage before checking back in.

If an item is damaged follow the procedure outlined under What to do if an item is Damaged.
If an item has not come back with all of its pieces (all discs, booklets, etc.) don't discharge it. Have a staff member contact the patron so we can get the whole item back.
2. Print out any hold slips and place on Jody and Tina's desk with the book. If Aleph says an item was Lost or late, close the message box and continue. You do not need to do anything.

3. Determine if an item is on reserve or not. Discharge reserves immediately and shelve as soon as possible. Do not let reserve items backlog at the desk.

4. Non-reserve items should be placed on the cart near the reshelving area. If you aren't sure which cart, ask your supervisor. Do not worry about discharging them.
Preparing Carts for Shelving
Check to see if there is already a processed cart for each floor. If so, add your items to the correct cart, keeping the cart organized by call number.

If you need to start a new cart, place items in order with a new cart for each of there categories:
1st floor
Gov docs
Periodicals (current and bounds)
2nd floor
3rd floor.
Processing Returns
Take the cart you are planning to discharge and bring it to the discharge computer. Get a pile of goldenrod strips. Ask your supervisor if you aren't sure which computer to use or where to find the strips. Do not re-use old strips. If a strip already has a date on it, recycle it.
For each item:
Select the discharge tab in Aleph and scan the barcode.
Listen for the verbal "Item Returned" confirmation.
Run books and DVDs with strips through the sensitizer. Place DVDs that do not have strips into a security case. Run VHSs through the non-magnetic sensitizer.
Stamp a goldenrod strip with today's date and initial it. Place the strip sticking out of the book. For items in security cases, use a post-it instead of a strip.
Organize the materials for shelving
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