1.1. Policies

Introduction to Resource Sharing

The NC Cardinal consortium consists of multiple counties and their libraries joining forces to offer better support amongst their peers, offer more material for their patrons, and to create everlasting results that make each library valuable.

NC Cardinal’s mission is to provide, maintain and continually develop an efficient, sustainable ILS for public library users and library staff within North Carolina. The establishment of the NC Cardinal consortium promotes a single vision for providing library services and access to library materials for North Carolina library users.

The Resource Sharing section is to provide guidance and best practices for NC Cardinal's resource sharing aspect of the consortium. This is a live document that may need to be amended in the future as the consortium grows into a larger entity.

Policies and Procedures

General Policies

• Circulations will follow the policy of the library where they are checked out, regardless of whether they are owned locally or obtained through resource sharing, in order to provide a consistent experience for patrons.
• When thinking of Cardinal resource sharing, it is important to remember that an NC Cardinal patron is a patron exactly like your local patron.
• Holds may be placed on books, videos, audiobooks and music from any NC Cardinal library. Each library system within NC Cardinal can designate specific item types to be non-holdable. These non-holdable items can be defined as 1) never holdable or 2) non-holdable for a specific length of time, for example, six months. 
• If a patron presents the on-hold item for checkout before it is retrieved for the requesting hold patron, the in-house patron with item in hand receives preference; a circulation supervisor will override the hold and check out the item to the in-house patron. The requesting hold patron will remain in line for the item. Patrons whose NC Cardinal cards are “blocked” or “barred” will not be allowed to place holds until their card privileges are restored.
• If you would like to put something on hold for one of your Staff or Outreach accounts that have a longer circulation period, check with the lending library first before checking the material out for an extended period of time. 
• If one of your patrons lost an item that was borrowed through resource sharing, it is best to check with the owning library whether they prefer payment or a replacement copy. Several libraries have provided instructions on what to do if one of your patrons loses an item borrowed through resource sharing. You may wish to refer to this page for these instructions before contacting the owning library, but it is recommended that you still contact the library as a courtesy, even if instructions are provided. If a patron replaces a lost or damaged item with an exact copy (same ISBN), send that new item to the library system that had the original item. In most cases, the library that receives a replacement copy allows the patron to keep the damaged copy.
• It is always preferable to put the patron in contact with the owning library so they can pay that library directly for the lost item, since payments can't be transferred between member libraries. It is however acceptable to receive payment of a damaged or lost item owned by another system. 
• Patrons may return any borrowed item to any member library for transit back to the owning library.
• If a patron places a hold on an item, and their account is subsequently blocked due to unpaid bills or other blocking scenarios, their hold will still be targeted when it becomes available, but staff will not be able to capture it. This is a feature of the Evergreen software that is unlikely to change. In such situations, it is recommended that library staff suspend the hold for that patron so that it does not continually target, set the activation date for one month from the date of the suspension, and then add a note either to the patron's account or to the suspended hold explaining the situation.

Best Practices

• It is best to have at least two people who understand what your library’s daily resource sharing procedures entail. You never know when your contact person will be sick for a long period of time or on vacation. This way, your backup will know how to get into your FedEx account to make labels. Regardless, there must be one person who is the contact. The contact person should also be located at the library system’s hub, if at all possible. 
• Even though messages or alerts may pop up once an item is checked in, make sure that you still look to see what the message or alert tells you. Check to see if all DVDs are housed in their case or any multi-media is attached to a book.
• If there is an issue with an item that comes to your location, you can always contact the owning library’s resource sharing contact for information or help. Printing off the contact list is helpful in that sense.
• If a damaged item or an item missing pieces is sent to your system, be mindful of all the ways you can deal with the item. You can send the material back to its owning library with a note while retargeting the hold for another library. You can place notes in your system describing the issue with the material while allowing your patron to check out the material. If something is missing (DVD has 5 discs but missing 1), you may call the owning library’s contact to see about locating the missing disc. You can also use the template. Please do not use scotch tape or masking tape on material as that can damage covers.
• If an item appears to have gone missing during consortium-wide borrowing, you need to let the contact person of the owning library know so the copy status can be updated in the catalog. 
• Do not tape, paper clip or otherwise attach the transit receipt to the item. Inserting the transit slip into the item with the branch destination is best.
• Use the Cardinal Resource Sharing Basecamp Group (https://3.basecamp.com/3986049/buckets/17916141/message_boards/2838762917) for any questions you have or need consensus information about resource sharing. 
• Cleaning other library's DVDs: If a DVD needs cleaning, either upon receipt or return, it is acceptable to clean it. However, we recommend that you include a note to the owning library that the disc was cleaned.
• Special care should be taken when packing audiovisual materials like DVDs or audiobooks (this also includes audio-enabled books like Wonderbooks or VOX books), as these can be easily damaged in transit if packed in with books without suitable protection.  Placing them in smaller boxes or padded envelopes, or wrapping them in bubble wrap, will help protect them from potentially being crushed by heavier materials like books.

Packing Materials

• Reuse any packing material that you can. Boxes work the best.
• Before reusing a box, check the corners for signs of splitting. Consider using tape to reinforce the corners if they are weak.
• If there is room between the top of the box and the top of the material, consider a smaller box or use enough stuffing so that the box does not collapse if something heavy is stacked on top of it.
• Consolidate items into as few packages as permitted. Don’t overweight your boxes (no more than 40 pounds a box) or cram a box to the point of bursting at the seams, but be mindful of how much stuff is placed into your shipping packages. At the same time, do not send one item at a time whenever possible.
• When selecting boxes, it is recommended that you avoid using boxes that previously held cleaning materials (especially if the cleaning materials in question are these). The odor of the cleaning product has been known to be absorbed by the pages of books, and any scent-sensitive staff or patrons will be unable to handle the materials until the smell dissipates. The materials will often have to be quarantined until such time.

Shipping and FedEx

• Use the address forum within FedEx to keep your contacts up to date. Also, you will need to incorporate the hub library into the receiving address field for shipping.
• You may want to print off a list of all the library system’s hubs and branches. There are guides, how-to’s, library member listings, etc.
• Designate a single place or Library Hub for FedEx for your packages to be dropped off/picked up. Library systems should have their own internal courier system for moving materials between branches in the library system.

Library Hubs

• In NC Cardinal, each library system has a “hub” library, usually the main branch of that particular system. The hub handles all material to be sent out to other library systems’ hubs and any material coming to its own library system. Within multiple branch library systems, resource sharing is already prevalent amongst the branches, so a courier service of some sort is present. This courier service will still be used within each system and material being requested from a consortium branch library will be sent to the hub for shipping. Time differs with each system as to when courier services are used during the week (some systems have courier runs on Mondays and Thursdays while others have it Monday, Wednesday, and Thursday).
• The hub of a library system will also usually house the contact person who is in charge of shipping/receiving consortium materials. The contact person works with the mail service NC Cardinal uses for its handling of material. At this time, we are under contract with FedEx. Each library system should have a backup in case the contact person is not present for a long period of time.
• Each hub should have a space that is designated to accommodate for the shipping/receiving of consortium materials. Some hubs have a room that is used to process these materials while other systems may not have a large space to perform these daily tasks. It will be left up to the hub to decide on how this is arranged. Shelving can be a great way of storing the day’s pull list items or even separation of library system’s requests. If possible, a table of sorts can work nicely as a base for a scale, packaging tape, and other materials. A computer with a printer should be nearby to create your package labels.

Tracking Spreadsheet Templates

Excel Format - attached to this page, below, for download

Google Sheets Format

1.2. Holds Process and How Billing is Handled

Overview of Holds Process and How Billing is Handled

While a significant portion of Resource Sharing involves dealing with holds and various holds processes, the Circulation in Evergreen Knowledge Book already explains in detail the many aspects of holds management.  Instead of duplicating that information here, we instead recommend that you review the Holds Management section of the Circulation in Evergreen Knowledge Book here should you have any questions or require additional guidance and instructions.

Resource Sharing Vocabulary

Owning Library: The library where the item is shelved when not checked out. The owning library is generally the library who sends an item out for resource sharing.

Circulating Library: The library that checks the item out to the patron. This is called the "Pickup Library" in the hold request interface. It is the physical location where the patron goes to check out their item.

Check-in Library: The library where an item is returned. After the patron returns it, the item is scanned and the status changes from "Checked Out" to the appropriate status depending on the location.

Hold Process

The following scenario walks through the hold process with resource sharing for a specific scenario. In this scenario, a patron from the Enka branch of Buncombe is trying to place a hold.

1. The patron places a hold to be picked up at their branch, Enka.
2. Evergreen checks the available holdings at that branch first. It excludes items that are not holdable by status, copy or location.
3. If Evergreen does not find a copy at Enka, it checks other branches from within the Buncombe system, checking each branch.
4. If Evergreen does not find a holdable copy at any Buncombe branch, it moves up to the consortium level. 
5. From here, it "walks" down to each system and branch within each system. Proximity adjustments guide selection of libraries to check to reduce distance items travel. Age Hold Protection rules apply.
6. At this point, Opportunistic capture is in effect. If a copy of the item is scanned for checkin at any library in the consortium, it will be captured to fulfill the hold.

Note on Opportunistic Capture: This strategy incorporates the physical location of the checkin. This means that if an item originally sent via resource sharing is returned to the non-owning a branch, and there is an active hold request for that item with a pickup location of that branch, the item will stay at that branch to fulfill the hold without returning to the owning library.

Notes on Billing and Payments

Circulation Bills, such as overdue fees, are determined by the Circulating Library. If a patron is late returning an item, and the circulating library (the library from which they physically checked out the item) charges late fees, those fees will apply, regardless of the fee structure of the owning library.

Notices about bills follow the settings of the patron's home library. If a patron owes money for an item borrowed via resource sharing, they will be contacted on the schedule set by their home library, regardless of the policies of the item's owning library. Additionally, if a patron utilizes resource sharing at a library that is not their official home library, they will still receive notices based on the settings of their home library, even if that library was not involved in the transaction.

Lost Material (and Damage) Fees are determined by the owning library. This can have an impact on fees in a few distinct ways:

• When an item is marked lost: The length of time between an item's due date and when it's marked lost by the system is set by the owning library. If this period is 6 months at the circulating library and 3 months at the owning library, then item will revert to lost status after 3 months.
• Whether lost fees are voided upon return: If the circulating library voids fees upon the return of a lost item, but the owning library does not, those fees will remain on the patrons account. If both libraries void fees, but the max interval after which they no longer void them is different, the owning library's interval will take precedence. 
• Whether overdue fees are reinstated upon return: If the circulating library charges overdue fees, the patron will be charged those fees after the lost item is returned if the owning library has enacted this setting.

If a patron loses or damages an item, the circulating library should contact the owning library to determine the best way to have the fee paid. In many cases, a replacement copy is the best solution. (Refer to the list of libraries that accept replacement copies.)

Billing Scenarios

The following scenarios lay out a variety of check-out and return situations for overdue materials.

1.3. Transit Items

Transit Items

Evergreen’s transit feature tracks items transferring among branches. It allows patrons to return items at any branch and for holds to be placed on items at other branches.

When will an item go in transit?

1. When an item is checked in at a non-owning branch the status changes to In transit. A transit slip may be printed.
2. When a hold is captured for an item with a pickup branch other than the location at which the hold is captured, the item’s status will be changed to In transit. If the hold is captured from the Check In screen, a prompt to print the Transit/Hold slip will display. If the hold is captured from the Capture Holds screen, a Transit/Hold slip will be printed automatically.   

Receiving In Transit Items

All items received through transit must be checked in by the receiving branch. This changes the items' statuses from In transit to Reshelving or Ready for Pickup.

Transit List 

The Transit List report may be used as a tool to help manage your incoming and outgoing transits.

To access and use the Transit List report:

1. Select Administration → Local Administration → Transit List.

   2. Specify Transit to or Transit from library.

   3. Choose a Start Date and End Date for transit activity.

   4. Transits should automatically load.

   5. Items with an In transit status for the selected time period are listed.

You can view the library system to which a branch belongs by clicking on the library under the Source Library and Destination Library columns:

This will take you to the Cardinal Shipping Branches Knowledge Book page, with the corresponding library system appearing at the top:

Cancelling Transits

Transits may be cancelled from multiple locations within Evergreen. Circulators and all permission groups that inherit Circulator permissions can cancel transits only when logged into a workstation at either the sending or destination branch. Staff should only cancel transits when they have the item in hand. If someone has the item in hand and is not at the sending or receiving branch, they can either contact staff at one of those branches or ask a Branch Admin or System Admin (who have that permission) to cancel the transit. 

Use when processing missing in transit items or a patron requests an item that has just been returned and is in transit to its home library for reshelving. This procedure can be performed from the Transit List or from the Item Status screen.

1. Select the transit(s) to cancel.
2. Select Cancel Transit.
3. The transit is cancelled, but will still display in the list.
4. Click Retrieve Transits. The screen will refresh and the cancelled item(s) will no longer display as transits.

Cancelling Transits at Checkout

Items with a status of In transit trigger a notification when an attempt is made to check them out. To allow In transit items to be checked out, override the block by clicking Cancel Transit on the alert screen. Proceed by clicking Checkout.

Cancelling Transits from Item Status

Note:  Staff should only cancel transits when they have the item in hand.

1. Click Item Status or F5.
2. Scan item barcode.
3. Right click on the item and select Cancel Transit.
4. Click Yes for the popup message to cancel transit.
5. The item now has the status Reshelving.

1.4. How to Address Lost or Damaged Materials

How to Address Lost or Damaged Materials

This instructional document is intended to answer a number of questions related to lost or damaged materials, fines and fees collection, etc., compiled from the Cardinal resource sharing community with the assistance of the User Experience Committee.

A basic summary of the policies derived from these questions and answers is outlined below, with more specific questions and answers detailing various circumstances or scenarios following after.

Policies

• Do not send damaged materials.
• Do not mark other libraries' materials "Damaged," "Missing," or "Lost," without first consulting the owning library.
• Reach out to owning libraries prior to assessing fees for damaged or lost materials.
• Document damage with a damage slip and/or item alert.
• Lost or Damaged fees assessed at a library not your own may not be voided or waived.
• Always assess materials for damage.
• Generally speaking, you should not attempt to repair another library's damaged item.

When is an item too damaged to send?

• Ask yourself, “Would I check out an item in this condition to myself?” or “Would I feel comfortable checking out an item in this condition to one of my own patrons?”  Think about how you would feel if you received an item in this condition.
• If an item is damaged enough that you feel it should be weeded from the collection, it is damaged enough to not send out via resource sharing (and you should probably go ahead and weed it).
• Examples of damage that should prevent you from sending it:
1. Visible bugs
2. Mold
3. Stains/water damage (some water damage may be acceptable, but if the damage is extensive and/or makes the text difficult to read, do not send it; if you do send it, include a note [either a resource sharing damage slip and/or an item checkin/checkout note in the catalog])
4. Excessively written in (if a patron has written extensively in one of your books and you know who it is, you should seriously consider charging the patron for the book)
5. Bad smell
6. Broken binding
7. Pages falling out/torn/loose (if it needs rubber bands to stay together, do not send it)
8. Broken or heavily scratched discs
• When it comes time to return an item, if you have to place it in a plastic bag due to extensive water damage (that is, the item is still damp or wet), do not send it.  Instead, contact the owning library, as they will likely want you to just discard it.
• If an item is returned by your patron with extensive damage like the examples described above, it is always good practice to contact the owning library, as they may want you to just go ahead and discard the item instead of sending it back.

Examples of Damage

Wet or moldy materials

Materials damaged by food or chemicals or that have an oily or sticky residue

Materials missing pages or covers

Materials containing marking by pencil, ink, or highlighter marker

Materials showing tears, cuts, graffiti, or other unusual damage

Materials showing insect or animal damage

Heavily scratched or broken discs

What do you do when an item you received through resource sharing arrives damaged?

• Ask yourself, “Would I check out an item in this condition to myself?” or “Would I feel comfortable checking out an item in this condition to one of my own patrons?”  Think about how you would feel if you received an item in this condition.
  • If you answered yes to these questions, place a resource sharing damage slip (which can be found here in the Knowledge Book) in the item noting that the item was received damaged and your patron is not responsible for the damage.  Instruct your patron to keep the slip with the item and to return both.  When returned, send the item back to the owning library with the slip included.
  • If you answered no to these questions, place a resource sharing damage slip in the item noting that the item was received damaged and return the item with the slip to the owning library, and
    • Re-target the hold for your patron, or
    • If it is the only copy in the catalog, you may want to discuss with your patron whether or not they still would like to check it out in its damaged state.  If they do not, consider purchasing a copy for your own library if it is easily obtainable or requesting it through interlibrary loan if your library offers that service.
    • If the item was received from a non-owning library due to an opportunistic capture, follow the steps outlined above as normal, but it is recommended that you also reach out to the owning library to explain the situation.  It is better to let the owning library investigate and resolve the matter with the previous circulating library than for you to try and work as a “go-between” for the other libraries.
• In the case of a movie or audiobook with multiple discs and one or more of those discs are missing, you may call the owning library’s contact to see about locating the missing disc, or return the item to the owning library with a resource sharing damage slip and re-target the hold for the patron.

How do you document damage?

• Use a resource sharing damage slip (linked above)
• As a reminder, do not tape, paper clip or otherwise attach the damage slip to the item.  Inserting the damage slip into the item is best.
• If the item belongs to you, and you are sending it out after assessing some damage (e.g. minor water damage or a torn page), it is recommended you add a checkin/checkout item alert explaining the damage with a date and staff signature/initials so if the damage slip is lost, there will still be a record of the damage.

Should the circulating library mark another library’s (that is, the owning library’s) item “Damaged,” “Missing,” or “Lost”?

• It should first be noted that, depending on a staff member’s permissions, they may not be able to mark another library’s item as “Damaged,” “Missing,” or “Lost,” in which case they should contact the owning library’s points of contact to explain the situation so that the owning library’s staff can mark the item in question as needed.
• Even if a staff member has the necessary permissions, it is still strongly recommended that they reach out to the owning library first to discuss the situation.  In some cases, for example, the owning library may wish to inspect the item themselves first before deciding whether or not they want to mark it “Damaged.”
• It is generally considered best to speak with the owning library first before making a change to one of their items, even if just as a courtesy.  If the staff member at the circulating library has the necessary permissions, the owning library may tell them to go ahead and mark the item, or the owning library may go ahead and do it themselves while corresponding with the circulating library.
  • Important Note:  If the circulating library marks the item “Damaged,” “Missing,” or “Lost,” the library settings of the owning library, not the circulation policies of the circulating library, take precedence.  What does this mean?  To illustrate:

1. Patron A from Library A checks out Item B from Library B at Library A.
2. Library A does not charge late fees (this is a circulation policy), nor does it charge for damaged materials (this is a library setting).
3. Library B charges late fees (circulation policy), and it charges for damaged materials (library setting).
4. Patron A returns Item B late to Library A.  Item B is also damaged.
5. Patron A is not charged any late fees, because Library A’s circulation policy of not charging late fees takes precedence.
6. Library A marks Item B “Damaged.”
7. Patron A is charged for the damage, because Library B’s library setting of charging for damaged materials takes precedence.
• In the above scenario, the staff member at Library A who marked the item “Damaged” will have received a notification asking whether or not to charge the patron (if it had been their own item, they would not have received this notification due to their library setting).  Even though Library A does not charge for damages to their own items, they should still charge the patron for the damage to the other library’s item.
• To help prevent any potential confusion, this is why it is good to contact the owning library first.  The owning library can assess whether or not the item should be marked as “Damaged” and whether or not they want to charge the patron or request a replacement.
• As a reminder, Lost or Damaged fees assessed at a library not your own may not be voided or waived.
• The difference between circulation policies and library settings is explained in greater detail here under “***An Important Note Regarding Circulation Policies vs Library Settings.”

Should the circulating library attempt to repair another library’s (that is, the owning library’s) item?

• Generally speaking, no, but if a DVD or CD needs cleaning, either upon receipt or return, it is acceptable to clean it.  However, it is recommended that you include a note to the owning library that the disc was cleaned.

Should damage fees even be assessed?

• Yes.  Even if an item does not belong to your library, you should treat it as if it did.  However, different libraries may have different standards for what they feel is “damaged enough” to be worth charging the patron.  This is why it is always good to reach out to the owning library first.  This of course may mean that you might not have an answer for your patron immediately, so you will want to explain to them that since the item belongs to another library, it is ultimately up to the owning library whether or not to charge them for it (or to request a replacement copy), and you will let them know once you have spoken with the owning library.

When should you assess fees for damage?

• Whenever an item is returned damaged to your library.  As noted above, it is always good to contact the owning library to determine whether a patron should be charged or if a replacement copy should be provided.
• Remember that you can find guidance on how different libraries would like damaged or lost items handled here, but even if a library has provided instructions, it is always good to contact the library even as just a courtesy.

How should an owning library annotate fees charged to the patron who caused the damage?

• When you go to mark an item damaged, you will be presented with the following popup window:
  
  

• In the Note field you should leave an explanation for why the fee was charged, and it is recommended that you should include your signature (or initials) along with the date the patron was charged.  (Note that you must select “Misc” under Type in order to be able to click the Submit button.)
  
  

• Once you have done this, you can view the note by selecting the charge under the Bills tab in the patron’s account and then selecting “Full Details” from the Actions dropdown menu:
  
  

• On the next screen, you will be able to see the note:
  
  

• You may also want to leave a Note on the patron account itself so that the explanation is more easily visible to library staff upon bringing up the patron’s account.

Regarding replacement copies:

• The purchase of a replacement copy should be left to the patron, not the library.  Due to the nature of library finances, libraries often cannot use their own funds to purchase materials for other institutions, and they should not be expected to do so.

FAQ

1. If a circulating library does not charge damage fees for its own materials, should they also not charge damage fees for other libraries’ materials?
• No.  While it is acceptable for a circulating library to not charge late fees for a material belonging to another library, an owning library receiving its item somewhat later than intended is not the same as the owning library not being able to have its item returned at all.  The owning library should be able to receive some form of compensation for the lost or damaged item, whether it be a monetary payment or a replacement copy.
• Remember that circulation bills, such as overdue fees, are determined by the circulating library.  Lost or damaged material fees are determined by the owning library.  More information can be found here under “Notes on Billing and Payments.”
2. What if a patron wishes to pay the damage fee at the circulating library (e.g. so they can go ahead and check out more books or place more holds during that same visit)?
• This is their right, and they are allowed to do so, but every attempt should be made first to put them in contact with the owning library so that the owning library may be paid directly instead or otherwise provided with a replacement copy.  Remember that money should not be moving across county lines between different libraries.
• If the patron does pay the damage fee at the circulating library, the owning library should be notified as a courtesy so if they wish to replace the item themselves they can.
3. What if a patron disputes the lost or damage fee?
• They should be referred to the owning library for resolution of their account.  Remember that lost or damage fees from a library that is not your own may not be voided or waived.
4. What if the owning library wishes to inspect a damaged item first before determining whether or not to charge a patron?  Or you have inspected the item and determined that it is damaged, but you are unable to get ahold of a staff member at the owning library while the patron is present at your library?
• First, because this would mean that the patron may be charged at a later time, you should explain this to the patron so that they know you will first have to return the item to the owning library and then staff at the owning library will decide whether or not to charge the patron.
• Second, leave a note on the patron’s account explaining the situation, so other library staff will be aware of the situation should you be unavailable the next time the patron visits your library and finds that they have a charge on their account for a damaged material.  You should leave this note on the patron’s account even if you have spoken with them directly, but you should especially leave this note if you were not able to speak directly with the patron at the time of the item being returned.
5. What if a patron whose home library is another branch in your library system (or whose home library is in another library system entirely) returns a damaged item in your book return, so you are not able to speak with this patron directly?  You have assessed the item but are not sure if the owning library would consider the item damaged enough to charge the patron or request a replacement (or you have contacted the owning library about the item and they would like to inspect it first before making a decision).
• In such a situation, you should send the item back to the owning library with a damage slip explaining the situation, and, because you are unable to explain directly to the patron that they may be charged at a later time for the damaged item, it is recommended that you add a note to the patron’s account describing the situation so that library staff at the patron’s home library will be made aware of the situation and can address the patron directly regarding it (as the patron may also check their account before returning to their home library and see that they have been charged for a damaged item and want to know why).  You may wish to contact the patron’s home library to make them aware of the note beforehand, as well.
• Or, if the owning library decides right then and there to charge the patron without the need to first inspect the item, it is still recommended to leave a note on the patron’s account so staff at the patron’s home library will have the necessary information available to explain to the patron why they are being charged for a damaged item.  It is also recommended that the fee be annotated, as well.  And as in the situation described above, you may wish to reach out directly to the patron’s home library, as well, to explain the situation to them beforehand.

1.5. Resource Sharing Damage Slip Template

Printable Damage Slip

This Item Damage Slip should be used whenever items either arrive to the pickup library for check out or when returning to its owning library.  Please do not tape the slip to the item, as that can damage the item.

Example of Edited Damage Slip

A Word document version of the damage slip has been attached to this page so that individual libraries may make edits as necessary, should they find that the above template does not best meet their needs.

Pictured below is an example of just such an edited slip as provided by the Carteret County Public Library System for reference:

1.6. Library Preferences for Lost or Damaged Materials

How To Handle When One of Your Users Loses or Damages an Item from Another Library

The following instructions have been provided by member libraries as a quick reference for other member libraries in the event of a patron damaging or losing an item borrowed through resource sharing. These specific instructions are intended to supersede the more general instructions provided here in the Resource Sharing Best Practices. In cases where specific instructions have not been provided, you may follow the Resource Sharing Best Practices.

It is recommended that even when a library has provided specific instructions you still contact them directly beforehand as a courtesy.

2.1. Packing Materials for Transit Video Tutorial

2.2. Packing Materials for Transit Step-by-Step Guide

How to Package Materials for Shipment

Polk County Public Libraries have created a step-by-step guide outlining their resource sharing process. This guide is intended to provide clear instructions for libraries on how to properly package materials for shipment. Depending on a your library's workflow or designated resource sharing area, not all of the steps below may apply or be relevant to your purposes. However, it is nevertheless recommended that you follow the packing instructions as closely as you are able in an effort to protect materials from being damaged or lost during transit.

Preparations Prior to Shipping

I.  Positioning of Transit Slips

1. Even when placed at the bottom of the item, having the branch show as well as the hub means staff do not have to pull the slip out of each item to see where it is going when it arrives at the shipping hub. This will be especially important for libraries with many branches and lots of materials going in and out. As can be seen in this picture, the slip had to be pulled out to see for which branch library it was destined.
   
2. Whether at the top or the bottom, make sure transit slips show both the hub and the branch without having to open the item. This may require having the branch printed at both the top and the bottom of the slip.
   
3. Whether at the top or the bottom, make sure the transit slip shows both the hub and the branch without having to open the item.
   

II.  Shelving and Bins

1. These are the shelving units and bins Polk uses for storing materials prior to shipment. The bins have labels on them with their respective library names. Larger libraries have two bins. Smaller libraries sometimes share a bin with another small library.
   
2. Do not put transit slips inside the plastic cover of DVDs or tape them to items unless there is no other option. Stacking items neatly in the bins ensures they are not damaged while waiting to be shipped.
   

III.  Box Storage

1. Having lots of boxes in many different sizes ensures quality and keeps staff from having to use envelopes as the outer packaging. Polk gets donated boxes from patrons and from their local Meals on Wheels. Polk has also gotten them from food pantries and other local organizations in the past.
   
2. This black room divider folds back easily when staff are working to give them access to all of the boxes.
   

Moving to the First Shipping Station - Staff Member Selects Boxes for Shipping

I.  Selecting a Good Box

1. This box is pretty beat up -- heavily taped, etc. It is set aside for breaking down rather than shipping.
   
2. Set aside boxes that are too badly damaged or taped up to use and break these down for recycling when done with shipping. Polk staff always wait until the end to break them down just in case they may be needed, but these should only be used as a last resort if there are no other options available. Polk has found themselves fortunate enough to be able to be picky with their boxes since so many are donated.
   
3. Boxes with holes that would need to be taped up waste packing tape so this white one will be broken down with the two that are old and past their prime. Other criteria that prioritize a box for breaking down are being either too big or too small (especially too big) or being shaped oddly so that items will not fit in it easily (such as a box that is too small of a cube and therefore would only fit items if they were upright or at odd angles).
   
4. When sorting items out of the bins, stacking them in different piles based on where they are going makes it easy for the person picking boxes to see what size they are going to need.
   
5. Do not fill the box too full -- leave room for packing material on top. Staff can sometimes use padded envelopes with AV materials for that part.
   

II.  Properly Packing a Box

1. This box has been well packed with enough room left to place a sheet of cardboard on top of everything. Items should not shift around when the box is moved or shaken.
   
2. Put the spines back to back so the pages do not get crushed against each other if the items slide around. Staff may put the text block facing down to protect from packing material getting crushed into it (or spine down to protect the book if necessary, but staff should then be careful of packing material). Try not to have books near the top center line of the box where it will be cut open to avoid the risk of a box cutter accidentally cutting into the books when the box is being opened (though a sheet of cardboard placed on top of the books should prevent this, as well).
   
3. Every DVD or CD should be placed in padded envelopes or smaller boxes inside the large box.
   
4. Basket for padded envelopes of various sizes for packing AV materials. Polk throws away envelopes that are dirty on the outside from shipping (since they will be going inside boxes against other materials) and ones that are padded with what they call "lint" instead of with the plastic bubble wrap -- these "lint" padded envelopes can prove to be very messy when they get cut or torn open.
   
5. Large and small bubble sizes of regular bubble wrap, for spaces that are too small for Polk's larger Mini Air bubble packing to fit. The small bubble sizes are especially good for wrapping AV materials if they run low on padded envelopes.
   
6. Every audiovisual item goes in padding or in a box within a box. Polk prefers boxes that are "just a little too large" for the contents so there is room for packing and padding the items well.
   
7. Clean packing material should be used, not trash, not newsprint. The first person selects a box that is the correct size and begins the packing process, then the next person takes the box, finishes packing, and tapes it up.
   
8. A nicely packed box, using empty boxes to fill the too large space. Sometimes it is necessary to use a larger box because a book is thin but very wide or tall. The extra small boxes come in handy as filler.
   

Moving to the Second Shipping Station - Staff Member Finishes Packing and Taping Boxes for Shipping

I.  Finishing the Packing

1. Polk uses an old book drop to hold packaging material. Appropriate options for packaging material include bubble wrap of various kinds and paper -- no trash, newsprint, styrofoam, or packing "peanuts."
   
2. Polk's "bubble creating" Mini Air machine. Rolls are expensive (about $50 a roll), but this machine fills and seals them, giving staff ready-made packing material that they can tear off to the exact length they need.
   
3. A wastebasket and recycling bin at each station makes it easy for staff to dispose of old labels, packing material that is no good, or other bits and pieces that need to be thrown away during the process.
   
4. Place a sheet of cardboard on top to protect the contents and to also provide stability to the box's sides in case of being dropped or having something dropped on it.
   
5. Cardboard on top of the contents also prevents items being cut by box openers. It also adds structure to keep the box from collapsing when handled roughly. The box should not bulge when folding down the flaps.
   
6. The following image is an example of the incorrect way to tape a box. Do not leave a gap where the two flaps would meet unless there is no other option.
   
7. The following image is an example of the correct way to tape a box. Do pull the flaps together so they meet before taping.
   

II.  Correctly Taping the Box

1. Press the flaps together and hold down tightly so the top of the box is fully flat when taped.
   
2. Make sure the tape goes far enough down the sides of the box so that it cannot pop off easily.
   
3. Tape should be placed on either side of the middle, as well, or otherwise make an X. Tape both the top and bottom of the box. Press the tape down so it adheres well.
   
4. Make sure the box is not bulging. Rub down the tape with your hand to make sure it adheres. Polk does not use the "reusable" pouches but if you do, it is best to put them fully on the flap rather than overlapping the center line -- once they are cut, they cannot be re-used.
   
5. This small dispenser for shipping tape and Scotch tape is handy but seldom used for packing -- Polk uses the big tape guns and keeps this for small fixes.
   
6. Polk's tape drawer, with tape rolls and tape guns. They only use heavy duty packaging tape.
   

Moving to the Third Shipping Station - Staff Member Weighs Boxes and Makes and Applies Labels for Shipping

I.  Needed Equipment and Using the FedEx Website

1. This heavy duty scale gives the weight to two digits after the decimal. The screen being on a cord away from the device means you can always see it even when a box is sitting on the scale.
   
2. Polk's Rollo label printer -- prints directly onto the label and the label adheres to the box. Note that they had to buy a separate stand from Amazon to hold the free FedEx labels.
   
3. The staff member at the third station weighs the packages and makes and applies the labels. Polk is currently using the old version of FedEx. All they have to enter is the "contact name" (ship to hub) and weight of the box.
   
4. When sending more than one box to the same library, you can send them as one shipment so FedEx keeps them together.
   

II.  Properly Applying Labels

1. Fully black out previous barcodes. Turn the label so it is not cut through when the box is opened. This makes it easier to cover with another label the next time.
   
2. Place labels over previous labels whenever possible, and totally black out all previous barcodes.
   
3. Place labels over previous labels whenever possible, and totally black out all previous barcodes. Try to place them so they are not cut through when opening the box.
   

III.  Carts Used and Finishing Up

1. This regular upright dolly can be converted to a flat handtruck for the large boxes.
   
2. This extra wide library cart with flat shelves is used for smaller boxes.
   
3. The dolly, full and ready to roll to the back door where FedEx will come to pick it up.
   
4. The library cart is full too. They try not to use the bottom shelf, but if they have to they can put lighter boxes down there.
   
5. You can see how many boxes they went through in a day's shipping!
   

2.3. Shipping Supplies for Resource Sharing

What to use for shipping out library materials

The State Library has put together a grouping of supplies for the resource sharing aspect of NC Cardinal that we recommend to have on hand or purchase locally. Resource sharing "kits" may contain some of the following supplies:

A/V boxes

Corrugated boxes 

Bubble Mailers

Electronic Scale 

Brecknell GP100 Portable Electronic Utility Bench Scale : 100lb Capacity

Printing Rolls

FedEx provides free printable shipping labels: 

MUNBYN External Rolls Label Holder (fits FedEx labels listed above)

Zebra ZP 450 Label Thermal Bar Code Printer

MFLABEL® 20 Rolls of 250 4x6 Direct Thermal Blank Shipping Labels for Zebra

ROLLO Shipping Label Printer

Boxes/Envelopes Tips:

1. Reuse boxes/envelopes/poly mailers whenever possible. Gather boxes from departments within your system. It may take getting into a rhythm of shipping before you acquire extra boxes. Do not use any boxes or envelopes that are damaged beyond repair. 
2. When reusing shipping boxes, packing or duct tape can be used for reinforcement if necessary.
3. Make sure that you mark out or tear off whatever shipping label was previously on the box before you send your package out. If this is not done, it is possible that the box will not be processed correctly by FedEx and could be sent back to its previous destination.
4. Do not use any boxes that have chemical labels such as the following example (disinfectant warning) :

Packaging Tape:

Packaging tape or duct tape can be used to secure your shipping packages and for reinforcement with partially damaged boxes, bubble-lined envelopes.

Bubble wrap audiovisual equipment for protection of the casing and its contents. Be creative, but also be mindful that everyone is sharing material that is valuable to its system.

1. Though there is not a specified weight limit per package, try not to exceed 40 pounds per package because more than that will be difficult to lift for some individuals. 

FedEx printed labels that delegate where the package(s) are being sent. These are highlighted in the FedEx section of this document.

FedEx Label Pouches:

Shipping and Packing Website

FedEx provides the consortium with plastic shipping label pouches, found at Packing & Shipping Supplies section of the website. You can select Packing and Shipping Supplies from the Shipping menu, and then select the "Order Free FedEx Express Supplies" option. They are what you should use to contain the actual shipping label you print off from the FedEx website designating the package you are sending along with its tracking number.

FedEx Small Pouch

Part No.: 158396

Dimensions: 10-7/8' x 6-7/8' (27.62cm x 17.46cm)

Capacity: Will hold a document 9-5/8' x 6-1/8' (24.45cm x 15.56cm).

 

Important Note About Free FedEx Shipping Supplies

It should be noted that not all of the free supplies offered by FedEx are available to us, because we use FedEx Ground and NOT FedEx Express.

When viewing the page linked above, it is important that you check the details of each item listed.  If it says "For FedEx Express shipments only" (example highlighted below), it cannot be ordered.

To help mitigate this, it is recommended that you select the "Ground" option in the search criteria list on the left of the screen, as pictured below.  This will restrict the list to only supplies that can be ordered for FedEx Ground.

Of those listed, the following are irrelevant for our purposes:

Please Note:  FedEx stresses that the only supplies that should be ordered are the printable shipping labels (part #167072) and the small pouches (part #158396) described above.

2.4. FedEx Shipping Information

Create a Shipment

You can create a shipment at: https://www.fedex.com/shipping/shipEntryAction.do?method=doEntry&link=1&locale=en_US&urlparams=us&sType=F 

(you must be logged into your FedEx account to create a shipment)

Alternately, once you are logged into your account at fedex.com, navigate to Shipping on the top menu and select the option "Create a Shipment."

From this page select the "FedEx Ship Manager Login with an Account" option.

IMPORTANT NOTE:  Do NOT use FedEx Ship Manager Lite.

From there you will be taken to the Ship Manager page.

Legacy Version

As of September 2023, FedEx is still in the process of a phased rollout of its new Ship Manager interface.  Both the legacy version and the new version are currently available for use.  When you are taken to the Ship Manager page, you may be directed to the legacy version or the new version.  You will have the option to switch between the two.

FedEx has instructed libraries to use the new version if they are able.  However, if there are any features missing from the new version that prevent libraries from being able to create shipments, then the legacy version should be used instead.  A list of the currently missing features can be found here (if you are not already logged in, you may need to log in first to view it).  None of the features listed should be relevant to us, but they are worth keeping in mind.

FedEx estimates that there should be full feature parity between the legacy version and the new one by June of 2024.  The legacy version should remain available for use until then.

The below example screenshot shows what a package shipped from NC Cardinal to Alexander would look like using the legacy version.

New Version

The below example screenshot shows what a package shipped from NC Cardinal to Wayne would look like using the new version.

Creating a Shipment in the New Version

First, in the "Ship from" section, do NOT check any of these boxes:

This section should automatically populate the fields with your address already, so the "Save as default sender details" option is redundant.

Similarly, in the "Deliver to" section, do NOT check any of these boxes:

You will also notice that when you enter an address into the "Deliver to" section, the "Save as new recipient in address book" option disappears, and is instead replaced with the following:

Do NOT change this.

In the "Package details" section, you should only have the option to select "Your Packaging" in the Packaging dropdown menu.  It should automatically be selected.  If, however, you see other options in the dropdown menu, do NOT select them.  Only select "Your Packaging."

Additionally, do NOT check either of these boxes in the "Package details" section:

As with the previous version of the ship manager, the dimensions field is optional, and it is recommended that you do not fill it out.

In the "Service" section, you should only have the option to select "FedEx Ground" in the "Service" dropdown menu (it should also automatically be selected).  If, however, you see other options in the dropdown menu, do NOT select them.  Only select "FedEx Ground."

Do NOT select any of these service options:

Additionally, you do not need to select any of these Additional options (though the "Add references" box will likely be automatically checked):

In the "Pickup/drop off" section, "Use an already scheduled pickup at my location" should automatically be selected.  Leave it as is.

Similarly, in the "Billing and Tax IDs" section, "My account" should automatically be selected.  Leave this as is, as well.

Switching Back to the Legacy Version from the New Version

To switch back from the new version to the legacy version, click "Views" in the top righthand corner of the "Create Shipment" page in the new interface:

In the window that appears, click the "Return to legacy view" link:

In the popup window that appears, click the "Return to Legacy View" button (you do not need to provide a reason for why you would like to change back).  If you check the box next to "Keep using legacy view for 30 more days," it *should* default you to the legacy view each time you log in for the next 30 days.  (As a reminder, the legacy view should be available for use until at least June of 2024.)

Package and Shipment Details

The ship date should reflect the day your shipment will be picked up. If you prepare the labels prior to your pickup day, it should be changed to the pickup day, otherwise the package will have to be relabeled (by FedEx). The package will still be picked up on your scheduled day, so it's not the end of the world to forget, but certainly best practice as the ship date is embedded into information the barcode provides.

You do not need to select anything under Pickup/Drop-off (optional) section when creating your shipments. Your regularly scheduled pickup days are set up in your account. To change these days/times, see the section below. 

Changes to Scheduled Pickup Days/Times with FedEx

Pickup days must be updated by our FedEx representative. To submit requested changes to your scheduled pickup days and times, please email Will Szwagiel at william.szwagiel@dncr.nc.gov with your request.

FedEx Tips & Tricks

• Weight is required, dimensions are optional - see Dimensions Factor section below. 
• Declared Value: do not add this while creating a shipment. We'll have the same base coverage of $100 per shipment and are trying to avoid additional fees. 
• Rates & transit times is an optional section, but will give estimated shipment times
• Shipping multiple packages bundled together will result in a shipment rate discount
• You may tape labels to boxes if you do not have pouches, but do not cover barcode w/tape
• Their 6x4 labels will print to any kind of printer. Other label options will only support Zebra compatible printers
• Pickup and deliveries are done by different drivers

Dimension Factor

• You can find your dimension factor for a package with this formula: LxWxH / DIM factor
• NC Dimension Factor: 166
• Example: you have a box with 15x15x15 dimensions
  • 15x15x15/166= The factor will yield a 20.33 lb. rate, which always rounds up, so 21 lb. in this example 
  • If you only fill the box with 10 lb., it will be invoiced as if it's a 21 lb. package
  • If you use that box and put 40, cost is invoiced at 40 lb.
  • Entering the dimension factor doesn't lessen or increase dollar amount.
• The higher cost is chosen between dimension factor or actual weight for invoice purposes. Ultimately, there is no real benefit to measuring your boxes. FedEx will be scanning the dimensions and weighing them for invoicing either way! 

FedEx Packing Instructions

Below is a link to a useful printout from the FedEx website on how to properly package and tape a shipment. This can be helpful for situations where you receive poorly taped boxes. The instructions show how to use the H method for better secured packages. 

https://www.fedex.com/content/dam/fedex/us-united-states/shipping/images/2020/Q3/Step_by_step_packing_instructions_1983015854.pdf

If the link doesn't work it is on the website:
Under Shipping supplies > Learn Packing Tips > Download Step by Step Instructions

FedEx Closed Dates

There is no need to submit your individual system's closed dates. 

• FedEx will be closed:
• New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving, Christmas
  • or, the Friday/Monday around those dates if they occur on the weekend 
• This will be a situation similar to UPS where you develop a relationship with your driver/s and discuss this more organically. As it stands, we do not need to submit structured, separate closed dates by system ahead of time. 

Incident Reporting

• Damaged Package(s)
• Behavioral / Attitude Concern
• Pickups not occurring
• Pickup window is too late

2.5. Reporting Damaged Shipments via FedEx

Filing a Claim with FedEx

When a receiving library receives damaged shipments from FedEx, they should reach out to the sending library and share images and a shared item bucket containing the damaged items, which can be built from the Transit List (see instructions below). 

The sending library will be responsible for submitting the damage claim.

FedEx Damage Claim

FedEx recommends filing any claims of damaged, lost, or missing items electronically via their website. Claims for damaged or missing contents must be done no later than 60 calendar days from the shipment date. Claims for undelivered or lost shipments must be filed within 9 months of the shipment date.

FedEx will notify you if your claim requires an inspection.

The sending library will be compensated up to $100. This compensation will be issued as a paper check.

The following links will assist you in filing a claim for damaged boxes/packages/materials:

Claims support and questions page: https://www.fedex.com/en-us/customer-support/claims.html#SingleClaim

Claims filing section: https://www.fedex.com/apps/onlineclaims/?locale=en_US - you will be asked to log in to your account first before proceeding.

Note: Since Cardinal does not have additional insurance on any packages sent out, the maximum amount of money issued for a claim will be $100.

Step-by-Step Instructions

Step 1: Complete the online claim form: Start a claim
- Enter your tracking/PRO number.
- Select your claim type.
- Complete the online claim form.

Step 2: Add supporting documentation now or after you file
Drag and drop documents from your computer to your claim. Supporting documents can include:
- Scan of FedEx® US Airbill, FedEx Ship Manager® printout, and/or FedEx Ground Pickup Record
- Photos of package and damaged contents (if applicable)
- Serial number(s) of damaged or lost merchandise
- Proof-of-value documentation, such as:
- Copy of original invoice from vendor/supplier
- Copy of retail invoice/receipt
- Final confirmation screen of an online order with proof of payment
- Itemized repair invoice or statement of non-repair
- Appraisal(s) - Expense statement

Step 3: Submit your online claim form
Review your information, submit the claim form, and print the case number page for your records.

Step 4: Schedule an inspection or conduct your own
FedEx will notify you if your claim requires an inspection. Maintain the shipment’s original packaging (including cartons and contents) for inspection and keep them until your claim is resolved.

You can conduct your own package inspections for FedEx Ground shipments in the U.S. with a declared value greater than $100 and less than $1,000. Simply download and complete the Inspection Report. Upload and attach any digital images of your shipment’s packaging and/or content to send with the inspection report. Submit online or email the completed report and images to the email address indicated on the form.

Step 5: Track the status of your claim
Log in to check the status of your claim online or to request email updates.
-Log in to FedEx Ground

Schedule reporting and view your claims report for FedEx Ground through FedEx Reporting.

Tips and Tricks

• As noted above, claims for damaged or missing contents must be done no later than 60 calendar days from the shipment date.
• Claims for undelivered or lost shipments must be filed within 9 months of the shipment date.
• You will need your tracking number to submit a claim online.
• You can file a claim and include supporting documentation, or add it later. Simply drag and drop documents from your desktop to your claim form. For damaged items, attach documentation such as proof of value (invoice or appraisal) and photos of the damage.
• It is recommended to have the value of the damaged items on hand when you make the claim.
• Scan/record the barcodes of the damaged items into a shared item bucket and/or spreadsheet for reference.
• Keep the FedEx tracking number for the return on hand to refer to the claims case as it proceeds.

Transit List

From the Evergreen staff client interface, go to Admin>Local Admin>Transit List - this will show you what was sent from the sending library to the receiving library. 

Informing the library system that sent the material of the damaged/lost material is recommended so that the owning system can mark the items that are known damaged/lost accordingly. You can select all of the items in the list and add to them to a shared item bucket to share with the receiving library and as reference for the sending library. 

2.6. Cardinal Primary and Secondary Library Contacts

Who To Contact Regarding Resource Sharing Issues

See this information in a dynamic tool built by Kenneth Odom of Rutherford County:

https://datastudio.google.com/reporting/14c618fa-327d-4651-937d-8310c78e6ba5

These Cardinal contacts are to assist with any issues that may occur within a library system (how to handle damaged items, patron issues, etc.)

2.7. Cardinal Shipping Branches

NC Cardinal Systems, Shipping Hubs, and Branches

Last updated 09.25.2024

2.8. Cardinal Library Shipping Hubs Addresses

Library System Shipping Hub Addresses