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.

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.

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.

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.