WORK PROJECTS

Claims Returned Process Improvement

Collections Maintenance Specialist
J. Murrey Atkins Library | 2019

The Claims Returned process is a typical library workflow that addresses the issue of a library user returning an item, but still appearing on their library accounts as "Checked Out". The original process for handling these concerns was a fairly inconsistent, unorganized, and lacked transparency and communication with the library user.

In Fall 2018, I collaborated with Technology & Digital Strategies and the Circulation Department to improve the management, communication, and workflow of the Claims Returned process. The new process and submission form were officially rolled out in the Spring 2019.

The notable features about the new process include:

Transitioning the management of the process to the Collections Maintenance unit.
Creating an online submission form for Claims Returns, with a unique API feature for more user-friendly service for both library staff and library users. The submission form is streamlined to the Collections Maintenance email for quicker turnaround.
Library users are contacted, updated, and completely involved throughout the process from start to finish.
Claims Returns data are able to be analyzed to identify patterns for why submissions are placed, how often, and how we can address the underlying issue.
Moving away from the term "Claims Returned Searches" to "Returned Item Search Requests" to eliminate the negative and accusatory language surrounding the user "claiming" to have returned an item.

I presented a poster presentation at the Library Paraprofessional Conference in May 2019 on this service improvement. You can view the poster by clicking on the section title above.

I also completed a Project Proposal assignment during my MLIS program for addressing the Claims Returned process.

COVID-19 Requests & Holds Data

Collections Maintenance Specialist
J. Murrey Atkins Library | 2020

In March 2020, The UNC Charlotte campus began preparing to limit activities on campus. The J. Murrey Atkins Library closed at 4 PM on March 25th and new workflows were created to continue providing patron's access to physical materials. During that time, I began tracking information related to Requests and Holds starting from March 8th and onward.

There are several pages that include interactive dashboards about:

Total number of requested items
Number of requests placed each week and month
Number of requests from each user group (i.e. Faculty, Freshmen, etc.)
Total number of equipment checkouts
Number of patron visits for requested items

Serials Barcoding Project

Offsite Collections Coordinator
J. Murrey Atkins Library | 2021

This ongoing project, with oversight by the library's Electronic and Continuing Resources Librarian, involves adding barcodes to journal titles that are deemed unique and significant by the journal retention program. The main tasks include:

Comparing our holdings with what is physically on the shelf to ensure accuracy
Adding item records to existing holdings and updating existing item records with proper formatting
Updating holdings summaries with corrected information and formatting
Making note of volumes with missing issues and updating holdings as needed
Locating electronic versions (subscribed from the library and OA) of journal titles for possible withdrawal

Work Experience

Career Resources Collection Collaboration

J. Murrey Atkins Library | 2019 - Present

Since Fall 2019, I have shadowed and assisted the Social Sciences & Business Librarian, Angel Truesdale, with the Career Resources Collection. This collection contains an assortment of vocational, technical, and industry career books.

The tasks I have assisted and completed with Angel include:

Deselection and weeding of materials in the collection
Evaluating and selecting new materials to move into the collection or to purchase
Creating a new Career and Employment Research LibGuide from scratch and conducting routine maintenance of the guide
Analyzing collection information and statistics regarding usage, currency, and topical coverage
Collaborating with the University Career Center to provide consistent and relevant resources to the campus population
Exploring marketing & promotional ideas