Thanks for the tremendous improvements that you have accomplished in monitoring and responding to patron’s requests placed through the catalog’s request module. There is now very little backlog and the responses have been very helpful and mostly demonstrate a high level of customer service. So kudos to either yourselves or whoever you have charged to take care of this task.
One thing has come up a few times regarding the procedure for responding that needs to be reiterated to staff working on this module: when you reply to a patron, use the Reply box in the Reply tab, rather than the Comment box in the Request tab, and please make sure to change the status of the request in the reply tab from ‘New’ to ‘Replied’ before hitting Modify. If you don’t do this, I’m not sure that the patron receives your response.
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