Contacting Digital Strategies

From Jennifer Meyers (via Edgar Fuentes), 10/23:

Digital Strategies Hours & Contact Details


Hours 
Monday – Friday | 8am – 6pm 
Saturday | 9am – 6pm 
Sunday | 1pm – 5pm


Contact Details

• Critical Issues: Call *31570 with specific information. Include G #s when applicable. * Non-Critical Issues: E-mail the HelpDesk at HPL.HelpDesk@houstontx.gov with specific information. Include G #s when applicable.
• Use the LogMeIn Rescue Calling Card available on staff computers.
• ServiceNow is not a preferred contact method as HITS is updating. Trainings are being developed for this program.

After Hours 
If there is an after-hours emergency, please contact 713-742-3978. Emergencies include the loss of WorkFlows, the building server is down, or an issue that affects location operations.

Hotspot Holds Issues

From CE Admin, 9:38 AM:

Several staff members have contacted Digital Strategies/HelpDesk about a hotspot issue: when it’s checked in, it gives an error message instead of fulfilling the next hold in the queue. HALAN has opened a ticket with Sirsi but rather than send individual barcodes, Digital Strategies would prefer to send them a list.

As location managers, please update the following spreadsheet should your staff find one with this problem? Digital Strategies will submit the list to Sirsi by COB on Monday, October 8. It is not necessary to report this issue to the HelpDesk since they are already working on a solution.

Here's the link: https://bit.ly/2PhWks5 (requires login to OneDrive)

Also, Digital Strategies is removing the 30 day embargo since customers can place holds through Enterprise. There isn’t a way to block library cards that are less than 30 days old. As a result, a customer with a less than 30 days old card, can have a hotspot ready for pick up. It wouldn’t be prudent for us to stop them from checking out an item that was ready for pick up. Staff will still need to check the photo ID and review the device checkout policy.

Hotspots Start Floating Sept. 28

From Edgar Fuentes, 9/26:

I hope you all got a chance to see the email regarding the exciting news that our mobile hotspots will now begin floating! 

Initially, Saima and her team were going to merge the location bib records this weekend, but they will now be merging the record Thursday night after closing. When records merge, the customer hold lists combine based on timestamp, but once the 200 new hotspots are checked in Friday morning, customers shouldn't see their position change too much. The new Houston Public Library Mobile Hotspot record will go live on the online website for customers place holds sometime Friday. Please let staff know to be on the lookout for the new record to help customers with the transition. 

If any issues come up with hotspots, please contact the HelpDesk.

Verizon Service Interruptions

Digital Strategies, 12:45 PM:

Verizon is currently experiencing outages in our area. This disruption in service will affect multiple city devices including city phones and our credit card terminals. We are tracking the situation and will let you know when service is restored.

Please direct customers to our website (houstonlibrary.org) or Enterprise (catalog.houstonlibrary.org) for online card payments, when applicable.

  

If you have any questions, please contact the HelpDesk.

How to Contact Digital Strategies

From Edgar Fuentes, 11:59 AM:

Jennifer Myers created a tip sheet for contacting Digital Strategies. Feel free to share with your staff at the next staff meeting. In case you are unable to view it, I’m including the information below:

--------------------------------------------------------------------------------------------------------------------
Digital Strategies 
Hours & Contact Details

Hours 
Monday – Friday | 8am – 6pm
Saturday | 9am – 6pm
Sunday | 1pm – 5pm

Contact Details

• Call *31570 with specific information, including G #s when applicable. 
• E-mail the HelpDesk at HPL.HelpDesk@houstontx.gov with specific information, including G #s when applicable.
• Use the LogMeIn Rescue Calling Card available on staff computers.
• ServiceNow is not a preferred contact method as HITS is updating. Trainings are being developed for this program.

After Hours: If there is an after-hours emergency, please contact 713-742-3978. Emergencies include the loss of WorkFlows, the building server is down, or an issue that affects location operations.

ILL Service Down for Maintenance

From Rick Peralez, 5:20 PM:

Due to required maintenance, our online interlibrary loan service is temporarily unavailable.  We expect service to restored in the next 24 hours. This information has been posted on our website and mobile app.  We will provide an update once service is restored.  If you have any questions please call the HPL HelpDesk at 832-393-1570.

UPDATE: Via Paty Bustamante, 8/24: Interlibrary Loan online will be unavailable until Monday, 8/27.  During that time customer may submit interlibrary loan requests to E-Mail Reference online and it will be forwarded to the Interlibrary Loan staff; or they can wait for the ILL online to resume service. 

Staff Meeting Notes 5-21-18

9:15-9:45 AM, Walter Meeting Room

STAFF MEETING AGENDA 

• Digital Fluency Assessment--Thank you for finishing your assessment this month. We are 100% complete! More treats . . .

• COH Absenteeism and Sick Leave Use Policy. 

• Mayor’s memo from 4/19/17: “The HR Department is closely monitoring absenteeism in an effort to curtail sick leave abuse that may exist. . . . Abuse patterns include: 
• Sick leave taken consistently on Mondays and Fridays; 
• Sick leave taken consistently on the day before or after a holiday; 
• Sick leave taken after a vacation request was denied; 
• Sick leave taken when difficult assignments or projects are scheduled or due; 
• Sick leave taken following coaching sessions or formal disciplinary action; 
• Sick leave taken when manager/supervisor is on vacation; 
• Sick leave taken when co-workers are on scheduled vacation for fear of having to assume additional duties.” 
• Mayor’s memo from 4/11/18: All employees are responsible for knowing, understanding and complying with the rules and regulations that govern sick leave found in The Code of Ordinances, Chapter 4, Section 14-227, which states in part: 
• “...each absence for an eligible reason after 64 hours within a benefit year, regardless of the duration of the absence, whether taken cumulatively or in a single event, must be verified by an attending health care provider’s statement…” 
• “Verification may be required prior to the use of 64 hours of sick leave in any instance of potential abuse of sick leave.” 

• Customer Complaint: phone call from customer that staff are rude to well-dressed customers, nice to homeless ones. Perception is everything. 

• Weekly Update Emails (5-14-18): 
• Keep your eyes on the screen when you discharge items--make sure each item is properly discharged before going on to the next one. We have 100% human- processed returns so they should be error-free. Watch for: 
• Metallic covers which don’t scan 
• Pop-up messages which need to be closed before scanning the next item 
• Slow processing time 
• Old tags or unsecured tags 
• Example: Teen novel The Replaced, returned in book drop on 5/5, found on shelf 5/19 after customer reported item not checked in. 
• Sorting carts at desk: place items on carts in shelf order. If you’re super busy, place them in a stack after the book end and interfile later. Putting returned books on the carts in order saves everyone time because they don’t have to be handled as often and they’re ready to be shelved. 
• Check your email regularly! 

IMPORTANT DATESFriday, June 1: First day of SRP
Monday, June 4: First day of Lunch @ the Library (M-F 12-1) and Snacks @ the Library (M-F 3-4)
Saturday, June 9 and 16: Monthly Staff Training--SRP and Beanstack
Friday, June 15: Youth Services Meeting, 9-11:30 AM (Ivy, Irene)
Monday, June 18: Staff Meeting
Friday, June 22: CE Managers Meeting
Saturday, June 30: Last day of FY18 & performance review period

New Digital Fluency Program

DATE: Monday, April 23, 2018 TO: All HPL Employees WE HAVE EXCITING NEWS TO SHARE ON THE NEW HPL DIGITAL FLUENCY PROGRAM!

Dear HPL Team,   Would you agree that technology skills are essential to serving our customers at HPL as well as for our own personal lives? The need to continuously evolve, learn and grow in the use of digital technology and fluency are important factors for HPL as a customer-focused organization. The HPL Organizational Development Team, along with the Digital Strategies Team, has developed a Digital Fluency program to assist HPL staff in enhancing the organization's technology skills. This program is designed to help HPL evolve with the continuous evolution in technology, which ultimately helps us continue to deliver exceptional customer service to our internal and external customers.   What is Digital Fluency? What is the goal of the HPL Digital Fluency program?  Digital Fluency is the ability to use technology to achieve desired outcomes. The goal of this program is to gain an understanding of our organization's digital fluency and identify where to provide learning opportunities for staff. HPL staff will have the opportunity to demonstrate their current level of digital fluency through an online assessment tool called NorthStar and use it as a guide to improve or gain additional digital fluency with online resources, training modules and individual training. Our priority is to provide each and every one of you with technological skills development and learning opportunities.   Digital Fluency Assessments - April 23 - May 20, 2018 The NorthStar online assessment tool offers six (6) special assessments. These assessments will kick-off the Digital Fluency program and provide a comprehensive understanding of HPL's digital fluency level. All six assessments will be available starting on Monday, April 23 and must be completed by Sunday, May 20 (at end of day). Every HPL staff member is required to take the online assessments. You must achieve at least an 85% passing rate on each assessment. Assessments may be re-taken to achieve the passing rate during the assessment window. Thirty (30) minutes of training credit are given for each assessment. This is a skill building process! We encourage everyone to review the HPL NorthStar Resource Guide before taking or retaking the assessments. How to access the online assessment tool Visit the Digital Fluency Resource Page on the HPL training portal. You will find instructions on how to get started. Attached is a “How To” guide to help as well. HPL supervisors and managers will be able to assist you with questions. You may also contact the HPL OD Training team at hpltraining@houstontx.gov or the Digital Strategies Team at hpl.helpdesk@houstontx.gov. This program is designed to support HPL staff in maintaining or gaining the Digital Fluency necessary to serve HPL internal and external customers. The goal is to provide all staff with the best learning and training opportunities and is not designed to be punitive.

Sincerely, Ophelia Gomes | Rick Peralez Digital Fluency Sponsors

Mobile Hotspots for Staff

From IT Help Desk, 9:34 AM:

We recommend that you contact the Digital Strategies’ HelpDesk (HPL.HelpDesk@houstontx.gov) when you’d like to borrow a mobile hotspot. While our staff is eligible to borrow any circulating library material, we encourage you to checkout hotspots reserved just for staff.

A few reminders:

• You must use your valid MY Link card;
• Your card must be in good standing – no outstanding fines; at least 30 days old;
• Checkout period is 3 weeks; you may check it out again if no one is waiting;
• You may ask HelpDesk staff to place one on hold for you, if none is available;
• Sprint’s coverage may be spotty even in major cities.

Checkout Procedures:

• Email HelpDesk and include your MY Link card number, location and a need-by date;
• HelpDesk will check it out and send it via inter-department mail;
• Your checkout period begins as soon as device is checked out to you;
• You may also make arrangements to pick up directly from the HelpDesk.

Checkin Procedures:

• When you are done, send HelpDesk an email letting them know that you are returning the device;
• Place it in delivery;
• Device will be checked in when it reaches HelpDesk;
• Your checkout period includes the in-transit time;
• You are still responsible for damage and/or loss of item.

Special reminder about library related travel: email HelpDesk as soon as your travel is confirmed. Make sure that the device is active and working several days prior to travel. We are unable to fulfill last minute requests due to limited quantities.

If you have any questions, please contact the HelpDesk.

Hotspots Update and Reminder

From Saima Kadir, 2:57PM:

As we add hotspots to more and more locations, we want to make sure that policies and procedures are observed consistently.

Here are some reminders:

• Report missing hotspots to the HelpDesk immediately;
• Report technical issues to HelpDesk;
• Tri is checking inventory and we plan to replenish lost/missing items soon;
• Staff can ONLY place hotspots on hold for their location; staff with multiple Workflows login MUST use the correct one (based on the location they are working at the time);
  • If other location’s staff place a hotspot on hold, it rearranges the hold queue
• Customers may have multiple hotspots on hold but can ONLY check out one device at a time.

Tri and I will be at the next CE Managers’ meeting so we hope you will bring your hotspot questions! As mentioned in a previous meeting, I am also working on revamping circulation training. Stay tuned.

Feel free to contact me if you have any device related questions.

Turning off monitors on public desktop computers at night

From HPL IT HelpDesk, 2:46pm:

Before closing please leave the public computers powered on but the monitors powered off.  It is important to keep the computers on so they can receive critical updates.  Turning the monitors off helps save on electricity costs and also prolongs the life of the screens.

We realize that some of our public computers are “all-in-one” units and thus the monitor can’t be turned off while leaving the computer on.  For these leave the entire unit powered on at night.

Thanks for your cooperation and if you have any questions contact the Help Desk.

Walter Computers will be Down for Maintenance Thursday, March 8

Team,

Digital Strategies will be installing Envisionware, the new computer reservation and printing system at Walter on Thursday, starting at 8:30.  Derrick will be onsite to assist them.The software was installed at Southwest last week.

Here's a tipsheet.

Here's the email sent by Neighborhood Libraries to all locations this afternoon:

Walter Neighborhood Library’s public computers will be down for maintenance Thursday, March 8^th.  During that time, please direct customers looking for that service to nearby locations:

Morris Frank Library a HPL Express Location

10103 Fondren, Brays Oaks Towers Building

Houston, Texas 77096

M 10-6; T 10-6; W 10-6; Th 12-8; F 10-5; Sa 10-5

Phone Number:  832-393-2410

HPL Express Southwest

6400 High Star

Houston, Texas 77074

M 10-6; T 10-6; W 10-6; Th 12-8; F 10-5; Sa 10-5

Phone Number:  832-393-2660

Karen

Staff Hotspot Checkout

From Patrick Atkins, 10:16AM:

After the hot spot meeting yesterday, I confirmed with Saima that se would prefer that staff not check out the public hot spots or tablets.

She suggests they check out the staff ones from the help desk.

Circulation Updates

From Saima Kadir, 10/2:

I hope y’all are doing well. I would like to give you a few updates in regards to all things circulation J

·         Circulation Admin (Esther Reyes and her team) is now part of Virtual Library Services in Digital Strategies.

·         If you need to create a “branch account”, please contact Circ Admin so they can create it for you in a manner that will not accrue any fines for checked out items.

·         For customers who need to update their account, you can edit their user record after checking the customer’s ID. It isn’t necessary to refer them to use the Update MY Link form if the customer is at your location J

·         Similarly, you can take fines and fees at your location. You may also settle disputes (with manager/supervisor’s direction) at your location. It isn’t necessary to ask customers to call Circulation when they are at your location J

·         We will revise Sirsi Workflows trainings and offer a new series of quarterly trainings soon! This will include a “Circulation Open Lab” sessions where you can freely ask everything that you always wanted to know but were afraid to ask J

Hotspot Reminder

From Saima Kadir, 2:45PM:

This is a reminder about hotspot checkout procedure: Show customer the hotspot device, charger cable, adaptor, SIM card and case to remind that all of these items must be returned in the same condition.

Many devices are being returned in damaged condition and it takes a long time to replace them which causes delays in fulfilling holds.

Please share this information with your staff. I have also added it to the Hotspot Checklist document. Let me know if you have any questions.

Scenic Woods Closing for Renovations March 20

From Neighborhood Libraries, 9:36AM:

Scenic Woods Regional Library will be closing for minor renovations on Monday, March 20^th.  It will re-open with a new TECHLink.  In the meantime, customers can pick up their holds at Lakewood Neighborhood Library.  During this closure period, please refer customers to other area locations:

                                                                                                                                       

Lakewood Neighborhood Library
8815 Feland Street
Houston, Texas 77028
M 11-6; T 12-8; W 10-6; Th 11-6; F 1-5; Sa 10-5
Phone Number:  832-393-2530

Dixon Neighborhood Library
8002 Hirsch
Houston, Texas 77016
T 10-6; W 10-6; Th 12-8; F 1-5; Sa 10-5
Phone Number:  832-393-1760