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Colorado Library Courier Users Manual

Prepared by the CLiC Courier Taskforce

February 2006 (updated August 2007 by Co-Chairs to reflect CMS changes)

Download the 11 page Manual (MS Word)

Table of Contents

• Introduction
• Providing Good Service
• Courier Holidays (no service)
• Best Practices
  • Bundling or Crating
  • Labeling the Bundle
  • Shipping Equipment
  • Missing or Lost Items
  • Damaged Materials
  • Limits on Financial Compensation
• Appendix A: Frequently Asked Questions
• Appendix B: Courier Best Practice Flyer  (please post)

1. INTRODUCTION

   The Colorado Library Courier provides delivery service to participating libraries all across the State. Day-to-day management of this service is provided by the Colorado Library Consortium (CLiC - http://www.clicweb.org), which contracts the courier service to the company that best fits our needs and budget.

   CLiC is committed to providing reliable and efficient courier service to participating libraries. Delivery days and times are established for all participating libraries based on their service request and courier company's routing requirements. If your pickup and delivery are not made according to the established schedule, please notify the CLiC office immediately. If your driver experiences a problem or an inclement weather delay and has to cancel a pick up and delivery, the CLiC office will notify you.

   Contact the CLiC office to report a problem at:

   Enter a Service Issue: http://courier.clicweb.org
   Email: courier@clicweb.org
   Telephone (toll-free):1-888-206-2695
   Local telephone:303-422-1150

It is important that the CLiC office knows who is responsible for the courier at your library.  That person will be our contact for any changes, additions, notices, etc.  The name of a second contact person is also helpful.  You may change contact information by logging into the Courier Management System using the username and password supplied to the primary courier contact.  Please contact CLiC if you do not have this information.

2. PROVIDING GOOD SERVICE

   Providing good service is both the responsibility of the contracted courier as well as all the participating libraries. Following are some helpful hints and expectations:

   • All participating institutions are expected to use the plastic totes provided by the courier company. Totes refer to the plastic tubs with lids that are predominantly used to move materials.
     • Do not overload the totes. Remember, if the tote is too heavy for you to safely pick up, it will be too heavy for the courier. Please keep the weight of each tote to under 40 pounds.
     • Please ensure that totes can be properly closed. Since these totes are stacked for transportation it is important that the lids close properly.
     • Use totes for all materials. Rare exceptions will be made for boxed materials. To ship on the courier using boxes please ensure that they are:
       • properly labeled
       • sealed
       • completely filled so they can be stacked safely
     • Make sure that the library you are sending materials to is an active courier member.  Search the Courier Management System, http://courier.clicweb.org to determine if a library is a current participant.
      

     Other locations for the finding a library’s courier codes are:

     • In SWIFT the courier code is noted at the bottom of each paging slip.
     • CVL also has the courier codes posted: http://coloradovirtuallibrary.org under “Find a Library”
     • There is also a Directory of Colorado Libraries: http://projects.aclin.org/directory 

     If you are not sure please call the CLiC office rather than assume a library receives service from the courier.

     • Libraries and organizations on the Courier Code List are the only stop locations for the courier. There are no other stop locations. If you are sending to a school building, make sure your routing slip lists the stop location on the attention line of the routing slip. Without the stop location on the routing slip, the material will be sent to the CLiC office and then returned to you for a correct stop location.

       • For example an item that belongs to Pomona High School, a Jefferson County School, would be sent to the main stop location with courier code C946, , and a second line stating Pomona High School.

         

     • Use the courier code as specified on the Courier Code List: do not abbreviate or otherwise amend what it is on the Courier Code List. Enter the date the material will be picked up from your library.

       • Clearly check the appropriate box on the courier slip to ensure it is routed to the correct department at its destination. Currently the choices are as follows:
         Note: Prosp. is an abbreviation for Prospector. Prospector is an ILL system run by the Alliance. For more information go to http://prospector.coalliance.org/.

     • Provide a designated place in your library that is specifically marked for the pick up and delivery of materials by the courier.

       • For example, have it clearly noted where materials for the CLiC Library Courier should go and where Community Stop materials are located.

     • If you have a large quantity of material (significantly more than normal) or if you have equipment or other items to be picked up, please contact the CLiC office at least two days in advance so that they can inform the courier and ensure all materials are picked up. The courier driver should pick up all outgoing materials. Nothing should be delayed until your next scheduled delivery, contact CLiC if this happens.

     • Train library employees (including mailroom staff) on best practices and procedures. Use the Courier 101 online tutorial to train staff. CLiC will provide additional support for training upon request. Post the Appendix B flyer where frontline staff can see it.

     • If the courier has not arrived within 1 hour of your scheduled pick-up time immediately contact the CLiC office. We will try to arrange an alternative delivery if possible that day. Failure to notify CLiC means that we cannot correct the error until the next business day. Deductions/refunds for missed stops are not permitted.

     • Materials with a high value such as rare books, expensive equipment, or confidential papers should not be shipped via courier. Our courier contract does not cover the cost of replacing expensive items.

     • Shipping equipment on the courier will require that a 4-part manifest form be filled out and the courier notified by the CLiC office. Please contact the CLiC office when you have equipment to ship or need additional forms.

     • Follow established procedures for damaged materials. Please see "Best Practices and Procedures" for more details. All damaged materials should be sent to CLiC. Please allow thirty days for approval and payment reimbursement.

     • Only materials belonging to contracted libraries can be shipped on the Colorado Library Courier. You may not use the courier to send materials from other sources.

     • Sign the driver's manifest log and make sure the delivery time, totes in, out and pre-sorted, are properly recorded.

   • COURIER HOLIDAYS (NO COURIER SERVICE)

     Following is the list of standard holidays when there will be no courier service. If the holiday falls on a Saturday, then there is no courier service the Friday before. If the holiday falls on a Sunday, then there is no courier service on the Monday after. For a specific list of holidays with dates, please check the Courier Management System: http://courier.clicweb.org.

     Martin Luther King Jr. Day	Veteran's Day
     President's Day	Thanksgiving Day
     Memorial Day	The Friday after Thanksgiving
     Independence Day	Christmas Day
     Labor Day	New Year's Day

   • BEST PRACTICES AND PROCEDURES

     The following "Best Practices and Procedures" are designed to enhance the cooperative relationship between participating libraries and the courier service provider. Library compliance with these practices and procedures is crucial to the effectiveness of the courier system. Only materials belonging to contracted libraries can be shipped on the Colorado Library Courier.

     1. Bundling and crating for the courier

        • Each bundle shall be secured with a sturdy vertical rubber band and a horizontal rubber band. We recommend size 64 (3 1/2" x 1/4") or 117B (7" x 1/8"). (see example below)

        • Routing slip shall be folded in half and stapled around the horizontal rubber band. (see example below)

          

        • Do not bundle more than three items together.

        • Large or heavy items shall always be bundled separately. Keep the bundles small enough to be handled easily.

        • When crating heavy items, remember to keep the weight to no more than 40 pounds.

        • Fragile items (i.e., CD's and cases, small or soft-cover books) should be carefully packed with appropriate cushioning to prevent damage. Mark "Fragile."

     2. Labeling the bundle

        • Create routing slips in the Courier Management System, http://courier.clicweb.org.

        • All routing slips must be printed on blue paper.

        • Use the correct courier routing code.

          • Search the Courier Management System for the correct code,
            http://courier.clicweb.org.

        • PRINT the code exactly as it appears on the list on the first line in the "TO" box.

        • Print the branch or school building on the 'Attention' line of the courier slip.

          

        • Date the slip with the date the item will be picked up by the courier driver.

        • Check the appropriate box to identify the type of item or request (i.e., ILL, Circulation, SWIFT, etc.).

        • If sending to a specific person, print that person's name on the Attention line.

     3. Shipping Equipment

        Equipment may be sent on the courier, but the courier will take no responsibility for loss or damage. Shipping of equipment on the Colorado Library Courier is done so by libraries willing to take the risk that damage or loss may occur, and will not be reimbursed. If you need further information on liability, please call CLiC.

        • All equipment shall be shipped using a 4-part manifest form. Courier drivers will be instructed not to pick up equipment that is not properly labeled.

        • The 4-part manifest form is available upon request from CLiC office.

        • All equipment must be properly packed, ensuring all loose pieces and cords are secured.

     4. Lost or Missing Items

        • If you determine that an item is missing by the contracted courier, notify the CLiC office by using the Report Lost Item online form under Item Tracking at http://courier.clicweb.org. The owning library is responsible for reporting a Lost Item.

        • Missing items will be placed in the Tracer List for three months. Please note that it is the participating libraries' responsibility to check the tracer list. The CLiC office does not do any follow-up on items on the Tracer List.

        • Items will remain on the tracer list for three months before they are removed. CLiC does not follow up on lost materials.

        1) Reporting Lost or Missing Items

        • For items that are lost or missing on the courier please notify the CLiC office by completing the Report Lost Item online form under Item Tracking at http://courier.clicweb.org.

          • Review item status by searching, Search for Lost Item under Item Tracking.

     5. Damaged Materials

        Materials determined to have been damaged by the courier are the responsibility of the contracted courier. The CLiC office will coordinate the receipt and payment of the damaged claim. All requests for damaged material replacement costs must follow procedures and timelines carefully.

        1) First Steps:

        • Determine that it was in fact the courier at fault for the damage and not the borrowing or lending library.

          • If it was not the courier, please call the borrowing or lending library and make reimbursement arrangements directly with each other. CLiC does not handle these claims.

        • Handle materials carefully to prevent further damage.

        • Make every attempt to salvage the material, according to accepted standards. These standards are well published in many areas.

          • The American Library Association has a great link to several sources that offer information on handling and preserving water damaged items (www.ala.org - look under Professional Tools/Admin and Management/Disaster Response).

        • Water Damage: Most damage is due to water or moisture damage. It is vital that these damages be reported so that we may address these issues with drivers, sorters and other personnel that may have handled the material.

        2) How to report damage

        • Report all damage to items within 24 hours by completing Report Damaged Item form under Item Tracking at http://courier.clicweb.org.

        • If your library does not own the damaged material, send it to the owning library. Leave the damaged cost blank for the owning library to complete.

        • If the owning library determines that the material will need to be replaced, the owning library shall complete the original report within 48 hours of receipt of material and fax to the CLiC office.

        • If the owning library determines that the material is acceptable for their collection, the owning library shall contact the CLiC office to remove the item from the Damaged Item Report.

        • Allow 60 days to process approval and payment of the damaged material.

     6. Limits on Financial Compensation

        • Financial compensation is limited to library items that have been lost or damaged by the courier only.

          • Library items in this context are limited to those items that normally circulate from your library: books, CDs, DVDs, Videos, Books on Tape/CD.

        • Libraries will not be reimbursed for missed stops.

        • Libraries will not be reimbursed for lost or damaged equipment.

        • Rare, valuable, personal items, equipment, as well as personnel information and money SHOULD NOT be shipped on the courier. If loss or damage occurs, there will be no reimbursement.

          • These items will be shipped at your own risk.

Appendix A

Courier Service - Frequently Asked Questions

Appendix B

PLEASE POST

Colorado Library Courier

BEST PRACTICES

• No more than three items shall ever be bundled together.
• Use only those codes found in the Courier Management System to fill out the courier slips.
• Fill out courier codes EXACTLY as they appear in the Courier Management System.
• Use the plastic totes provided by the courier.
• Do not ship the following materials on the courier:
• HazMat Materials: chemicals, cleaning, drugs, etc.
• Cash, Checks, Credit Card Receipts, Financial Information, Personal or Personnel Information
• Personal items of value
• Library items of value, for example rare books
• Items over 6 cubic feet
• Food or other perishable items
• Call or email the CLiC office with any questions.
  • 303.422.1150
  • 888.206.2695
  • courier@clicweb.org

Click here for downloadable Best Practices Poster (MS Word format)