Hello all.

We continue to hear concerns about customer PINs in Symphony.  As you know, when we complete our migration to the Symphony system, customers will need their PINS to access their accounts online and to use selfchecks.  The PINs for customers whose records are migrated from III will be set to the last four digits of the ‘p’ phone number field in the III customer record.  Thus, if the customer’s ‘p’ phone number in III is 713-874-1234, then the customers PIN in Symphony will be 1234.  If a customer asks what his/her PIN is, you may advise him/her that it is set to the last four digits of the phone number in the user record.  You should not give more PIN information than that without the customer providing a photo ID that confirms his/her ownership of the account, nor should you change the PIN for the customer unless he/she can provide the needed verification that the account belongs to him/her.

For customers whose accounts are created in Symphony, the system will automatically generate a five digit PIN at the time that the account is created.  You will need to convey that PIN to the customer at the time of registration in a manner that does not put the security of the PIN at risk.  This may be done by quietly telling the customer the PIN, or by writing it down for the customer and advising him/her that the number should be kept secure.  You may assist a customer with changing his/her PIN in person at any time if the customer provides a photo ID that confirms his/her ownership of the account.  Customers may also change their own PINs online at any time that they choose.  PIN changes will not be done by phone.

Please keep in mind that you are the person who is available and able to help the customer with his/her PIN related issues.  If you find that you are unable to figure out how you can assist the customer, you should contact the Circulation Administration Department or the Helpdesk for assistance.  

As always, we will be delighted to assist you with serving your customers. If you have any questions or concerns, call Circulation Administration for assistance. 

Fred Schumacher

Circulation Administration Manager