Proper Use of Address Correction Request Block

The Address Correction Request block should only be used when the customer's address is incorrect and needs to be updated. 

Do NOT use the 'acr' block for any other reason. 

Why? Because this block stops any future printed or email notices from being generated for that customer for holds, overdues and lost items. Any unreturned items will go into Lost status 60 days after they were due and the customer’s account will be charged accordingly. But they won't ever get a notice telling them that. 

If the customer has phone notices, they will still receive notices for holds and overdue items. But if those overdue items go to lost, they will not receive the final overdue or lost notices because those are always sent by US Mail regardless of the customer's notice setting.

No L in Front of Lost Library Card Barcode

Do NOT put an 'L' in the front of a lost library card Barcode field. This may have been the practice at one time, but it's not any longer. Continuing to do so will negatively affect other Horizon processes.

Note: Normally, the Barcode and Barcode ID fields should always match. However in the rare case when a borrower declares their card lost, but does not want another one issued, it is okay to edit the Barcode ID field to have an L in front. This will prevent the lost card from being used as a secondary look-up point for some processes. 

Rev. 5/2018

Data Entry Standard for Borrower's with No Phone#

If the borrower does not have a phone number, enter 000-000-0000 in the phone field of the borrower's record. Set the phone type to h-no (Home-No Telephone Notices). This is part of the Borrower Registration Data Entry Standards set by the San Joaquin Valley Library System.

Phone Notice Customer Is Mailed a Notice

Scenario: your customer's account is set to receive their notices by phone. So why did receive a notice in the mail?

Reason 1: The automated telephone messaging service (TM3) calls the customer to deliver the hold or overdue notice. If it is unsuccessful after 3 tries (no answer, line disconnected, fax machine, not ringing, etc.), that notice will be printed and mailed via USPS the next business day. Look at the notification block on the customer's account to see whether it was complete or incomplete.

What can you do? Verify the customer's phone number. Do they have an answering machine? There are a few types of answering machines that do not work with TM3.  TM3 only recognizes these area codes. Do they have an alternate number? Would they like to try email notification instead?

Complete - the notice was delivered by phone

Phone Notice Incomplete - TM3 could not deliver the notice so it will be mailed the next business day.

Reason 2: Final overdue notices (we've told you before, but you'll be charged if you don't return the item) and lost notices (the item is now lost and you owe this much) are always printed and mailed - regardless of what notice type the customer has selected. Click here to see how much time elapses between the first overdue and lost notice.