HDTenEightyP/NetNews huggingface dataset:
Newsgroups: bit.listserv.circplus
Date:         Mon, 5 Oct 1992 13:27:18 MST
              <CIRCPLUS@IDBSU.BITNET>
Comments:     Resent-From: Dan Lester <ALILESTE@IDBSU>
From:         Dan Lester <ALILESTE@IDBSU.BITNET>
Subject:      Info for dealing with technology vendors

In light of the recent discussions of hostile patrons, whether the patrons
or the staff are right or wrong, and so forth.....I thought this might
be of interest.....dan

*****************************************************************************
* Dan Lester                          Bitnet:   alileste@idbsu              *
* Associate University Librarian      Internet: alileste@idbsu.idbsu.edu    *
* Boise State University                                                    *
* Boise, Idaho  83725                 BSU and I have a deal: I don't speak  *
* 208-385-1234                        for them and they don't speak for me. *
*****************************************************************************
----------------------------Original message----------------------------
1). Saw this yesterday in a Radio Shack employees' bathroom: It is
unadvertised Radio Shack policy to settle any dispute with a customer
to the customer's satisfaction where the amount in question is $100.00 or
lower, *despite any public statements or in-store signage to the
contrary.* Reasoning is that a dissatisfied customer will tell up to 10
friends of the poor experience, possibly resulting in thousands of dollars
lost from one customer's dispute. So keep it in mind if you are a Radio
Shack customer.
Comments: Gated by NETNEWS@AUVM.AMERICAN.EDU
Return-path: jrow@orion.oac.uci.edu
Newsgroups: bit.listserv.circplus
Date:         Mon, 5 Oct 1992 15:08:40 -0700
              <CIRCPLUS@IDBSU.BITNET>
From:         Joan Row <jerow@UCI.EDU>
Subject:      Re: Just curious???
              05 Oct 92 16:39:18 EST." <9210052049.AA12548@cpl2.ns.nts.uci.edu>

 > Indeed people do thank us - but probably not as often as we wish.  Just
 > this year a departing couple (faculty and post doc) brought 10 pounds of the
   ar
 > ea's best candy to the library staff lounge in appreciation of the work of th
   e
 > library staff on their behalf during their long tenure here.  They were both
 > heavy borrowers and knew circulation staff by first name. They came to the
 > department to take pictures of the circulation staff on the day they left.
 > Well something similar may not happen in circ for quite a while but thought
 > you might enjoy this one - we certainly did!
 >
 > Nancy M. Orth                     BITNET: LIBADM6@UCONNVM
 > Head, Circulation/Reserve         FAX:    (203) 486-3593
 > Homer Babbidge Library            VOICE:  (203) 486-3990
 > University of Connecticut
 > Storrs, CT 06269-0005

We all get our difficult patrons.  To me, each nice patron who
expresses thanks (especially to Administration !) seems to cancel out
at least ten of the "other kind."

Joan Row
Circulation Supervisor
UCI Biomedical Library
PO Box 19556
Irvine, CA  92713-9556
From: WEINGART@UCRVMS.BITNET (Doris Weingart)
Newsgroups: bit.listserv.circplus
Subject: kleenex, staplers, etc.
Date: 2 Oct 92 17:04:00 GMT
              <CIRCPLUS@IDBSU.BITNET>
Comments: Gated by NETNEWS@AUVM.AMERICAN.EDU
Original_To:  JNET%"circplus@idbsu.bitnet"

We installed a vending machine a few years ago in the lobby of the
main library which dispenses (for a modest cost) little packages of
kleenex, REAL pencils, variety of pens, magic markers, higlighters,
scotch tape, formatted floppy discs, aspirin, NO DOZ and on and on.
Very popular with students and it covers its costs.  We still
keep a stapler (an old one) on the counter and a three hole punch.
I have to admit that we keep them chained to the counter in view
of staff to keep them from walking off.  We learned to do this the
hard way after having lost several to theft.
Doris Weingart,
UC Riverside
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Date:         Mon, 28 Sep 1992 08:46:00 EST
              <CIRCPLUS@IDBSU.BITNET>
From:         "W.C. DIVENS" <N93774@PITTVMS.BITNET>
Subject:      Apologies and APOLOGIES

I knew it...the word was gonna come back to haunt me.  Please
take note that the posting did contain the admonition that
'apology' was not necessarily the correct word.  I even tossed
in 'appeasement' as sort of a tickler.  To clarify:

The AD can (and perhaps should) offer one of the following:

1]      "Sorry you feel this way about our policies....
        perhaps you can suggest an alternative policy for us to
        consider?"  (Of course, you never get one.)

2]      "Sorry you feel this way...but it is our experience,
        in fact our POLICY to make sure that new employees give
        the right information to our patrons.  The supervisor was
        simply trying to help out."

and for the Californians...:^)

3]      "Like we are totally bummed that your biorythms were not
        in synch with the library consciousness on this one.  Perhaps
        we can do some metitation and let our karmas merge."

In either case, these are apologies for the 'experience' not
for the policy or the staff members' actions.  They usually work.
Some might call them 'wimpy' but I might call them diplomatic.
In fact, they are not really apologies at all.  Dan hit the
nail on the head when he said some can do it better than others.
Some apparently can't do it at all...

What is unforgivable is to require the staff member to contact the
individual.  No good can be served other than to perhaps demoralize
a good staff member who was simply following rules established by
others.  Perhaps the AD requires a sacrifical offering to atone for
the perceived sins?  Perhaps the AD should be sharing some of the
'guilt' for being part and party to rules which may be difficult
to enforce.  Kinda reminds me of the story Mark Twain told about the
Sandwich (Hawaiian) Islanders from back in the days when they
practiced human sacrifice.  He remarked that he was impressed by the
man who came forth with 'noble frankness and offered up his grandmother
as an atonement for his sins'.  He said that a person could go on
cleansing their soul 'so long as their relatives held out'.

Clearly not a good policy for a manager...whatever their level.

A staff member should not feel 'demoralized' if the AD sends the
patron on their way without steam coming from their ears.  However,
the AD must not 'demoralize' the staff by tossing the ball back into
their court and cutting off support at the knees.

There...does THAT make it any clearer?

Rusty
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Newsgroups: bit.listserv.circplus
Date:         Sat, 26 Sep 1992 18:51:21 CDT
              <CIRCPLUS@IDBSU.BITNET>
From:         kendall <KSIMMONS%UKANVM.bitnet@CUNYVM.CUNY.EDU>
Subject:      Re: Self-Serve Checkout
              24 Sep 1992 12:11:24 MST from
              <ALILESTE%IDBSU.bitnet@CUNYVM.CUNY.EDU>

>Same as I chose to pay for a VCR with a remote, cable, air conditioning,
> and so forth.

Why on earth would you want your VCR to have air conditioning ? :-) And
does one even NEED AC in Idaho?

Also, re: stacks maintenance, shelf reading, inventory ---what are they?
It's been SOOO long.

Kendall
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Newsgroups: bit.listserv.circplus
Date:         Fri, 2 Oct 1992 09:23:34 CDT
              <CIRCPLUS@IDBSU.BITNET>
From:         ted ficklen <SWGFICK@UMSLVMA.BITNET>
Subject:      re: hole punches

While I'm on the subject, avoid these brands of hole punches:

Hunt-Boston: too many plastic parts that break with heavy use...

Wilson-Jones: almost ALL plastic, usually breaks within the first week...

We've had the best luck amoung cheap punches with ACCO brand, which is all
metal, but even these wear out within a year.  We've never been able to
convince the supply office that we really need a heavy-duty punch, but
from the response I've been reading so far, it doesnt sound like those are
really more durable for public use.

Ted Ficklen
Health Sciences Library-University of Missouri-St Louis
swgfick@umslvma
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Newsgroups: bit.listserv.circplus
Date:         Mon, 5 Oct 1992 16:59:12 PST
              <CIRCPLUS@IDBSU.BITNET>
From:         ljmaclean@UCDAVIS.BITNET
Subject:      Apology (originally)

OK, so I'm a little slow at replying -- actually I'm horribly backed
up on my e-mail.

Anyway, yuk, yuk Rusty.

A staunch Californian.

And uh, proud ofit.

Lucia MacLean
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Date:         Mon, 28 Sep 1992 16:24:00 CST
              <CIRCPLUS@IDBSU.BITNET>
From:         SANDEE@GACVAX1.BITNET
Subject:      Re: Self-service checkout

Although self-service charging is still on the "wish list", we who are using
MSUS/PALS have had patron-initiated renewals and holds/recalls for some time.
The latest version enhancement allows these functions from both remote
(microlab, dorm room, study at home) and external (participating PALS library
elsewhere in state) sites.  It makes the detail-burden on Circ lighter, and
also gives us the opportunity to participate strongly in the user education
area, thereby adding some pleasant variety to our frequently task-oriented
routine.

Sandee Georgacarakos
Head, Circulation Services
Folke Bernadotte Memorial Library
Gustavus Adolphus College
St. Peter, MN.  56082

SANDEE@GACVX1.BITNET
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Original_To:  BITNET%"circplus@idbsu"
Newsgroups: bit.listserv.circplus
Date:         Sun, 27 Sep 1992 18:46:00 EDT
              <CIRCPLUS@IDBSU.BITNET>
From:         GEFFNER@SJC.BITNET
Subject:      apology

One of my rules about apologies when a patron criticizes a subordinate is
to NOT apologize until I find out what really happened.  Why apologize for
a staff member who is doing his/her job?  After all, we supervisors impose
the rules on the staff--it's unfair not to back them up.

On the other hand, one's tone when enforcing a rule might become abrasive and
might warrant an apology.  We had an alum. write to our college president about
our refusal to break our two book limit for her because she is a writer.  She
basically felt we were fascist in our observance of rules.  It killed me to
have the president apologize, although it was in a nebulous fashion.  Frankly,
those apologies are worth nothing: they show a marked disrespect for both
parties.  Luckily, shrewd circ. super that I am, I had the library director
herself explain the rules to the party!  It's annoying for her to have to come
down from her office, but I don't feel I can count on her backup in these
situations (perhaps unfairly).  She didn't object to the president's apology
by the way although the president offered her input before writing it.

Frankly, I would refuse to apologize for enforcing a rule or doing my job as
described.  Any pressure would result in a complaint to personnel/the
pressurer's supervisor.  On the other hand, complaints about my manner of
handling these situations have to be considered as objectively as possible.
Of course, whether things are unfair or not isn't always as important as
keeping one's job.  Still, I don't kiss butt any more than I have to and I
don't usually have problems with patrons either!

In the original situation, I think I would have bowed out after the patron's
first complaint or explained that the staff member was a trainee and might not
be able to provide the needed information.  Trying to pull rank on patrons who
have delusions of grandeur is useless.  (I love it when these patrons get
trainees or our foreign student workers: it's poetic justice).

My advice: don't apologize but let the big bosses handle it their wimpy way.
The whole thing will blow over and you'll have a great story to illustrate
your boss's stupidity for years to come.

Ann Williams, Circulation, SJC
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Date:         Mon, 5 Oct 1992 17:26:23 -0500
              <CIRCPLUS@IDBSU.BITNET>
From:         SHONTZ%ATHENA.DECNET@UTHSCSA1.BITNET
Subject:      Re: Just curious???

When I worked in Reference I got thank-you letters.  No more.

David Shontz
UT Health Science Center--San Antonio
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Date:         Mon, 5 Oct 1992 17:20:10 -0500
              <CIRCPLUS@IDBSU.BITNET>
From:         SHONTZ%ATHENA.DECNET@UTHSCSA1.BITNET
Subject:      Re: self service vs. great service

I agree that people want excellent personal service.  They just don't want to
pay for it, especially with government workers.
Nordstrom's has NOT been going great guns recently.  It has retrenched a bit.
They have also been sued for labor violations for making employees keep those
diaries and write thank you notes on their own time.  Seems like Nordstrom's
mainly made their great impression by flogging their line level people very hard
and one cannot keep that up forever.  This happened to over half the companies
in the book In Search of Excellence that were cited as great examples.
I'm not sure that self service check out is so wonderful, but most of the securi
   ty problems can be addressed, and while it is not the level of service people
would like, it is the level they will pay for.

David Shontz
UT Health Science Center--San Antonio
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Newsgroups: bit.listserv.circplus
Date:         Tue, 6 Oct 1992 13:21:47 CDT
              <CIRCPLUS@IDBSU.BITNET>
From:         Shelly Spaulding <SHELLS@UKANVM.BITNET>
Subject:      Re: Change at the desk

I am also really behind on my mail.  In response to the cash at the desk.
 We have a change machine, debit card machine (Copy cashier), and a cash box to
 make change for bills so that the patron can add $1 amounts to the copy card.
      We also have staplers and 3-hole punchers chained to the table in our pho
to copy room.  In addition we have staplers, pencils, pens, white out, and stap
ler removers at the Circulation for whomever to use free of charge.  And if the
y ask for a kleenex, we give them one of our own.  Talk about Service!
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Newsgroups: bit.listserv.circplus
Date:         Tue, 29 Sep 1992 11:31:38 EDT
              <CIRCPLUS@IDBSU.BITNET>
From:         Melissa Jadlos <MJADLOS@STLAWU.BITNET>
Subject:      rubbermaid stepstools

Will someone please repeat the price and order information for the nifty
Rubbermaid stepstools discussed about a week or so ago?  I accidentally
zapped the info.

Thank you,

MELISSA JADLOS
ACCESS SERVICES/REFERENCE LIBRARIAN
ST. LAWRENCE UNIVERSITY
CANTON, NY 13617
315-379-5479
MJADLOS@STLAWU.BITNET
From: BL.JMP@RLG.BITNET (Jennifer Porro)
Newsgroups: bit.listserv.circplus
Subject: News from RLG
Date: 6 Oct 92 16:29:57 GMT
              <CIRCPLUS@IDBSU.BITNET>
Comments: Gated by NETNEWS@AUVM.AMERICAN.EDU

(The following is an announcement from the Research Libraries Group.
It has been cross-posted to several library-related listservs.)

              RLG DEVELOPS Z39.50 SERVER FOR INTERNET USE

October 6, 1992 -- The Research Libraries Group (RLG) has developed a
Z39.50 server for searching its RLIN and CitaDel databases, and 14
institutions nationwide have now successfully tested the server over
the Internet.  The Z39.50 server, when fully implemented, will make it
easier for users of other online catalogs to search RLG's databases.

Z39.50 is a national standard (ANSI/NISO Z39.50) for computer-to-
computer information retrieval that enables users to search other
online library catalogs and information sources using the same
commands they use to search their local online catalog.  As more and
more information providers implement this standard, the goal of global
information resource sharing will come closer to attainment.

The Z39.50 protocol translates commands back and forth between the
requesting system (called a "client") and the system with the database
being searched (called a "server"), even if the two systems run on
different hardware or use different commands and screen displays.  As
long as both systems support Z39.50, users of one system can search on
the other as if it were their local system.

Institutions that have tested RLG's server include AT&T Bell
Laboratories, Data Research Associates, Innovative Interfaces, Library
of Congress, NOTIS, Pennsylvania State University, Stanford
University, University of California at Berkeley, and University of
California Division of Library Automation -- all are members
of a Z39.50 implementation group established by the Coalition for
Networked Information (CNI) and provide feedback to each other on
testing.  Others who have tested the RLG server are Brown University,
Dartmouth College, Gaylord Brothers, OCLC, and University of Tennessee
at Knoxville.  All testers have their own Z39.50 clients.

For more information about RLG's Z39.50 server, please contact:
Lennie Stovel, Research Libraries Group, 1200 Villa Street, Mountain
View, CA 94041-1100; phone 415/691-2259; FAX 415/964-0943; e-mail
BL.MDS@RLG.BITNET or BL.MDS@RLG.STANFORD.EDU (Internet).



To:  CIRCPLUS@IDBSU.BITNET
Comments: Gated by NETNEWS@AUVM.AMERICAN.EDU
Newsgroups: bit.listserv.circplus
Date:         Wed, 30 Sep 1992 09:06:29 EDT
              <CIRCPLUS@IDBSU.BITNET>
From:         Carol Goodson/West GA College <CGOODSON@UGA.BITNET>
Subject:      Re: IDs

On Tue, 29 Sep 1992 13:16:38 MST Dan Lester said:
>>My question:  are there any other libraries that use a ss# as a
>>library ID barcode/number and what problems have you had with this?
>
>We have used SS at last three places I've worked, including here.  No
>problems as long as they have at least one extra digit for indication
>of replacement cards.  That way you will be able to invialidate card 1
>when it is lost and validate card two, etc.

***we use the same procedure here and it works very well.

..................................................................
| Carol Goodson, Coordinator/Off-Campus Library Services         |
| Ingram Library, West Georgia College                           |
| Carrollton  GA  30118                                          |
| PHONE: (706) 830-2360   FAX: (706) 836-6626                    |
| BITNET: cgoodson@uga    INTERNET: cgoodson@uga.cc.uga.edu      |
| COMPUSERVE: 70253,1146            cgoodson@sun.cc.westga.edu.  |
..................................................................
 The difference between the Democrats and the Republicans is that
 while the Democrats remind you that life isn't fair, the
 Republicans make sure it isn't.
...................................................................
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Date:         Mon, 5 Oct 1992 16:07:33 -0400
              <CIRCPLUS@IDBSU.BITNET>
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              HB\""@RITVAX.BITNET
From:         Undetermined origin c/o Postmaster <POSTMASTER@IDBSU.BITNET>
Subject:      Re: Staplers, Kleenex and Hole-Punchers

From:   NAME: Hannah Ahmed
        FUNC: Wallace Memorial Library
        TEL: (716) 475-2025                   <AHMED HB AT A1 AT RITVAX>
To:     NAME: IN%"CIRCPLUS@IDBSU.BITNET" <IN%"CIRCPLUS@IDBSU.BITNET"@RITVAX@MRGA
   TE@RITVAX>


          We at R.I.T Library offer for student use Staplers, 3hole punch,
          paper cutter, and staple remover. These services are on a table by
          the copiers on each floor of the Library (4 floors, and we also
          have two stations on the 1st floor because we have an after hours
          area with copiers in that section) ( in addition, we do keep at the
          circulation desk heavy duty 3 hole punch and stapler for those who
          need that, plus there are always those who would come to the desk
          to request for a stapler or hole punch :-)). We have this service
          for two years now and we have not had any complaints except for the
          staplers that were constantly jamming or breaking (we have switched
          to a different brand of stapler and have had little problem with
          jams (I am keeping my fingers crossed) since the switch..If you
          need more information you can contact me directly and I will send
          it to you....Hannah

          Hannah Ahmed
          Coordinator Circulation Systems
          Wallace Library, Rochester Ny 14623
          Tel: 716-475-2025
          Bitnet: HBAWML@RITVAX
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Date:         Sat, 3 Oct 1992 01:28:49 -0500
              <CIRCPLUS@IDBSU.BITNET>
From:         Sarah Jones <JONESS@GANDLF.UINDY.EDU>
Subject:      The Questions We Answer!

              2 Oct 1992 13:16:10 CDT from
              kendall <KSIMMONS%UKANVM.bitnet@CUNYVM.CUNY.EDU>


> I agree with Rusty that change is our number 1 request,
> and right by the sign that says, Sorry, we don't give out change.

> Kendall


Questions like this never cease to amaze me.   (where's the
copier?  uh... two feet to your left.)   We used to joke
about the patrons who didn't know how to find the third
floor. (of a three-story, ca. 250,000 vol. capacity library...)
The *real* joke is that this semester I've had
someone nearly every week asking that.  Typically, they're
looking for the bound periodicals.  I say they're on the
third floor...   <pause>  "uh... where?"
"well, you take the elevator to the third floor....."


Then, there are the people who don't know that there *is*
a third floor (we have an open central stairway to second;
the elevator and closed stairwells provide access to third),
to say nothing of those who think that the second floor *is*
third floor.....

*sigh*

--Sarah


==================================================================
  Sarah Jones                         University of Indianapolis
  Circulation Supervisor              Krannert Memorial Library
                                      1400 E. Hanna Ave.
  joness@gandlf.uindy.edu             Indianapolis, IN  46227
  fax: (317) 788-3275                 phone: (317) 788-3268
==================================================================
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Newsgroups: bit.listserv.circplus
Date:         Tue, 6 Oct 1992 08:04:33 EDT
              <CIRCPLUS@IDBSU.BITNET>
From:         Mary Kay Ball <R1MKB@AKRONVM.BITNET>
Subject:      Nice Patrons

I've been reading a lot of nice things patrons do. It is gratifying when
someone takes the time to thank us or send us a special gift. Someone said
these "nice" patrons "cancel" out the bad ones...It's true...

As for the full moon, I think one is coming....October 10th.....Get ready...

Rusty, do you get more than your fair share of loonies during a full moon???
(just curious??) :)

Mary Kay--Akron U Law Library
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Date:         Mon, 5 Oct 1992 11:33:03 EDT
              <CIRCPLUS@IDBSU.BITNET>
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From:         "Ann S. Coates" <ASCOAT01@ULKYVM.LOUISVILLE.EDU>
Subject:      Western contactt

Curator of Slides, Fine Arts Dept.
Phone: 588-5917

I am trying to make e-mail contact with someone at Western,
Bowling Green, KY.  If anyone on the list can help, please
reply to me directly.  Thanks!  Ann
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