We’re getting a lot of questions at the desk from incoming students starting in September as to whether or not they can get their UBC Card right now so they can access the library workstations.
The answer is yes, as long as they are:
1) registered in courses for September
2) have a student ID
3) have a piece of gov’t isssued ID.
The carding office number is 7-5903.

Hi all,
This probably doesn’t come up all that often, or if it does you probably already know the answer, but I had this question today from a UVIC grad student and did some sleuthing so I thought I’d share it with you just in case:
In order for students from other British Columbian institutions to get ASRS material they need to:
1. Get a COPPUL card from their institution
2. Once they have a COPPUL card, they need to get a Community Borrower Card from the Koerner circulation desk. Note: Requests can be made by phone and cards mailed to the student.
3. With both cards in hand, the student can make their ASRS request and pick up their material.
Phew!

From Bev Richards:
As per my email message of Nov.29
The print station sporadically overcharges. The blog states the “Circulation cannot do refunds under $1.00, they don’t have change”. However, Circulation said they’ll do their best to provide a refund. During the day Mike Monteith has change, so they generally are able to give a refund for smaller amounts. Circulation Div. suggests staff at the Ref. or Jomcr desks write a note to give to the patron. Rather than write a note each time a patron comes to the desk, May has
created a simple form. Please fill in the amount of the overcharge and sign. The forms (pink) will be kept at both desks.
Reminder: the best thing to do is mention to the patron that staff at the Circulation desk MAY be able to provide a refund (under $1) depending if they have change. It’s a case of go and see. No guarantees.
Thanks, Bev

FYI Circ may not be able to do refunds under $1.00 if they don’t have the change.
Hi, folks,
This is a reminder/refresher concerning the copy cards.
The official policy is that we do not issue refunds on the balance of value on copy cards when they are returned. I will be making signs for the copy card vendors and points of sale soon so that the patrons can see that information more easily. It is posted on the Web on the Library How-to links.
The non-refund of balance has actually always been the policy regarding copy cards.
However…we do recognize that things happen that are not the fault of the patron, e.g. a power outage or surge which compromises the card’s encoding, helpful staff powering down a card reader with the card inside, misinformation from staff or similar problems. We have always tried to keep one point where the patrons can come in the event of a real difficulty: Copy Service and the IKBLC Circ Desk. Occasionally we will be generous if there is a situation which seems to deserve it; these are judged on an individual basis.
If you send a patron to IKBLC for a problem and refund, please be sure to send a note with them to identify what the trouble was and where.
This helps with determining what we tell the patron; if the person has been told to come to IKBLC and has their note, then a refund is more likely. I do not like to have people making the effort to come here and then be left hanging simply due to insufficient information, especially if the problem relates to equipment in other buildings where I can’t check it for myself.
The off-campus branches have a bit more leeway due to their circumstances and distance so they can continue to handle their own patrons.
What I particularly wish to eliminate is staff volunteering that the balance of money will be returned regardless of circumstances. We don’t do it but when a patron comes to me and says “I was told there would be…” then I am placed in an awkward position. The patrons are capable of adding value to a card at most branches as we have a substantial number of card vending machines; it is up to them to pay attention to what they want to do and act accordingly. Sometimes a newbie accidentally puts in a large note and expects to get change for what they don’t wish to put on their card; I will do a refund for this but only once. Fortunately this does not happen often.
Another reason is that the branches generally do not run large floats.
Making refunds across the board can cause problems in operating a sales point if the float drops to a negative value.
In short, please do not offer automatic refunds of all unused value.
Please do refer genuine problems or difficulties to the Circ Desk in IKBLC. The staff at the desk can handle most requests but can call Copy Service to have either Mae or myself come to the desk to talk to the customer.
If you have questions, please let me know as usual. I know this reminder will come as a surprise to some so don’t hesitate to call or email me.
Thank you.
Sharon
Copy Service

To GAA’s: while you’re working an evening shift, if a patron advises that a “Storage” map is being held for them, here’s what to do:
1. retrieve the map from the Storage Hold area behind the curved grey counter just beyond the Quick Ref. / Microform Ref. stacks. Maps that have been brought in from remote storage are kept here for patrons under a sign which reads ” Staff Area. Maps are not self-serve.”
2. Note that the map or map tube has a beige form attached to it containing the patron’s name, etc. and a description of the map(s). Remove the form and follow the simple instructions on the back (top portion only).
This process refers only to maps which have already been retrieved from storage. Requesting a map from storage is a different function which will be described in the Nov. 2 Map Ref. Review session.

Hi all:
The groups study rooms on Level One cannot be booked over the phone. If you receive a request over the phone, please let the person know that the rooms are booked on a first come – first served basis, and that s/he will need to come in to the Library to book a room.
Thanks!
Kimberley

The GAAs attended a session today on communications. Some of the situations they have come across in the past month were discussed, and we thought it would be useful for all of us to offer wording and strategies to deal with some of the common situations. I will start the ball rolling; please log in and edit the post to add your thoughts! (comments have to be approved, editing is faster…)
Why don’t you have the textbook for my course?
I understand it is frustrating to have to buy expensive textbooks, but because textbooks change almost every year, UBC Library can’t afford to buy new copies each year. Our collection provides additional material beyond what is in the textbooks. You could consider buying used, or sharing a textbook with a classmate to reduce your costs.
Can you find me more information (after helping for the patron for a while, big lineup at desk).
Let me quickly review what we just did… This should get you started in finding information on your topic. Why don’t you try some searches in these resources at one of the computers here, and when you need more help, come on back.

I overheard a circ staff member tell a student that refunds for money left on copy cards could be refunded at IKBLC. I called Leeta today to confirm. She says NO, no refunds can be given for value on cards at the current time. This may change in the future, but for now, the status quo holds.