Text messaging training for staff

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Helps staff to understand why we will be using text messaging to contact library customers.

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Text messaging training for staff

  1. 1. TEXT MESSAGING AND NOTIFICATIONSWhat do staff need to know?
  2. 2. TLC NOW OFFERS TEXT MESSAGING FOR NOTIFICATIONS SMS (short message service) technology can be used for:  Overdue notices  Arrived request notices  Friendly notices (items due soon) Regina will turn this service on soon and staff will need to set notifications for new cards and for renewed cards.
  3. 3. PATRONS SHOULD UNDERSTAND THAT: The library does not charge to send notices via text messaging or email or phone or snail mail! But the patron’s cell phone carrier may charge them if their cell phone plan does not include free or unlimited text messages. Whether or not the carrier charges is an issue between the patron and the cell phone carrier. Please gently explain that the library has nothing to do with these charges.
  4. 4. STAFF SHOULD UNDERSTAND THAT: Before Notifications can be set, you must: Go to the Basic Information tab on the patron record. Enter the SMS Cell Phone Number. Enter the SMS Cell Phone Carrier. If the patron’s cell phone carrier is not in the list, please let Regina know. She may be able to add other carriers to this list. You can see a picture of this on the next
  5. 5. STAFF SHOULD ALSO UNDERSTAND THAT: The Notifications choices are: Final Overdue Notices and Overdue Notices should be set the same. (Text, Telephone, or E-mail. Paper should only be selected if the patron has no phone.) Arrived Request Notices (Text, Telephone, or E-mail) Friendly Notices (This reminder goes to patrons a couple of days before their items are due and only Text or E-mail can be selected.) Cancelled Request Notices must always be set to Paper! You can see a picture of this on the next page.
  6. 6. LIBRARY CARD REGISTRATION FORMS Registration forms will change to reflect the choices. A “disclaimer” statement has been added to clarify any fees the patron might be charged. “The library does not charge you to send text messages, but your cell phone carrier may charge you if your cell phone plan does not include free or unlimited text messages.”
  7. 7. THE ADULT REGISTRATION FORM WILL LOOKSOMETHING LIKE THIS ONCE IT IS FINALIZED.
  8. 8. THE JUVENILE REGISTRATION FORM WILL LOOK SOMETHING LIKE THIS ONCE IT IS FINALIZED.
  9. 9. PATRONS WANT TO HELP US SAVE MONEY Please let them know that selecting E- mail, Text or Telephone can help the library save money on postage. When they help us to save money, there is more money for materials and services! “Help the library save money & get your notices by email, text message or phone.”
  10. 10. REVIEW We have added a choice of receiving Text Messages on library card registration forms and in TLC. You must enter the cell phone number & carrier before setting notifications. Make these changes as you issue new or renew cards. The library does not charge for text messaging but the carrier might. Help save the library dollars by selecting anything but paper notices whenever possible. This will begin soon and you will be notified.
  11. 11. QUESTIONS?Please talk with your supervisor.

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