Placing notes in a customer’s account

Notes are placed in a customer's account when information could impact a future transaction. As part of providing excellent customer service, staff is encouraged to add notes to customer accounts when needed.
Open customer's account go to modify icon
Select extended Info tab
Insert note field
Notes are entered in the following format:
Date (mm-dd-yy) - Information - unit/initials

Please remember customers can request copies of their record at anytime. Only include information that may be needed for future transactions, and avoid any personal/unnecessary commentary.

Common Situations that should be noted:
Alt ID information (out of state Driver's license)
Alt Address verification
Replacement card
Damaged or Incomplete Items
Waving fines/fees
Completing On-Search/Shelf check
Extending a one-time courtesy to customer
Judgement calls/ Giving the customer the benefit of a doubt
Complicated/In-depth situations.
When reffering a customer to another staff member or department.
Reporting library card lost or stolen*
When in doubt: NOTE

* the only time staff accesses the customer's account without TDL/TID or library card number is to report a card lost or stolen. Please do NOT release any other information about account when a customer is reporting the card lost/stolen (without TDL/TID info).

Please let me know if you have any questions or concerns, I will be happy to assist


Sarah Ortiz
Library Assistant Supervisor
South-Belt Libraries
Houston Public Library
Sarah.Ortiz@houstontx.gov>
Please note my new email address**

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