This guide provides essential information and guided learning to familarise new staff with all types of books on loan queries (BOL queries). It also provides more advanced training materials for members of the books on loan queries team.
This short section provides some guidance on handling books on Loan queries at the first point of contact; that is, in-person, by telephone, library help tickets and by library chat. The learning materials in the next section are all in diagrammatic form and consist of flow charts outlining the triage process for helpdesk and hub desk or library help staff. There is also a diagram explaining what to do if a person returns a claimed returned or claimed not borrowed item to the help desk.