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Releasing GoPrint jobs

Hi everyone! As you all know, you can release print jobs for patrons by logging into the GoPrint admin site.



What qualifies as a job it's OK to release?

• A job that the person paid for but got messed up somehow (ran out of toner, paper jam, etc.) There is also a Dons Print refund form in the drawer that you can issue instead.
• A person who asks nicely, lost their card/doesn't have a card, and only has a few pages to print

Jobs that require more investigation:

• Disappearing print jobs. The patron paid but it never came out. Check their computer and see what the default printer is. Sometimes they send their job to Periodicals. Have the patron check the printer up there. If it's not up there, offer to pay for the job
• A person who has a large print job they need printed for free -- usually we want to keep free jobs down to a couple pages -- if the person gives a reasonable explanation, doesn't seem to have expectations, or otherwise seems like s/he deserves to have their job released, then consider releasing it
• A person you know asks regularly to have their jobs printed for them or who routinely "forgets" their card -- let them know we're on to them and deny them if necessary

A hypothetical scenario:

A middle aged patron somewhat rudely demands you release their print jobs, saying it's for their class, their card is broken, and that a worker has released their jobs in the past. When you log in to GoPrint, you see it's 7 jobs equaling over 100 pages

What Kelci Would Do

• I would inform the person that by releasing the jobs in the past, the library worker was doing the patron a courtesy, and that free printing is not guaranteed under any circumstances
• I would inform the patron s/he needs to get a new card at OneCard
• I would inform the patron that if s/he is faculty, they can get a print card from their program office and neither s/he or the library will have to pay
• If I'm feeling nice, I would release the jobs and tell the person this is the last time we will do this for them, and not to expect it in the future
• If I am not feeling nice, I would tell the person I will not release their print jobs and s/he needs to get their card fixed, especially since this is a problem s/he was previously aware of (broken card, having to request we release print jobs in the past)

What You Can Do

• If you are uncomfortable making this call, or cannot get a word in edgewise since the person seems to be in a hurry, defer the query to the librarian you are working with
• Tell the person, "Sorry, I do not have the authorization to release your print jobs"
• Then turn to the librarian and say, "Excuse me, this patron wants us to release their 100 page print job for free. Can you please help him/her."

It is important that you inform the librarian what the problem is when you ask for their help (i.e. "100 page print job"). If you don't they will assume you don't know how to release the job. They may not understand you are having a hard time dealing with the patron unless you specify.


Have you encountered a particularly challenging GoPrint scenario? How did you deal with it?

Comments

( 12 comments — Leave a comment )
(Anonymous)
Nov. 11th, 2009 04:15 pm (UTC)
I usually feel awkward rejecting the person, especially if he or she is unkind. Thanks a lot, Kelci!
-Steph
(Anonymous)
Nov. 11th, 2009 09:06 pm (UTC)
I get GoPrint questions every shift I work! I get a lot of questions about people's names not showing up on the GoPrint computer and this is usually because the person did not log onto the computer when they go on it.
The machine to put money on your Dons Dollar card seems to be broken a lot and so I usually end up printing a couple pages for people since they can't really add money to their cards if the machine is broken.
Most people who ask me to print out their documents for them seem to have legitimate excuses but I definitely have also encountered patrons that try to take advantage of us being able to release print jobs.

-Eva
(Anonymous)
Nov. 11th, 2009 10:08 pm (UTC)
Go Print is a very peculiar thing. The disappearing files seem to be a common trend. I usually will print out for people if it is 4-5 pages but if they are giving me an attitude, like the Frommies, then I will turn to the librarian or tell them to go to Parina where there are printers as well as a Dons Dollars terminal
(Anonymous)
Nov. 11th, 2009 10:09 pm (UTC)
the one above was Andrew btw
(Anonymous)
Nov. 12th, 2009 03:07 am (UTC)
This was very helpful I will be sure to use it. There are times where I feel awkward telling someone that I can’t print 50 pages for them ESPECIALLY when they are pushy and rude or if they are a lot older. But when a patron is calm and nice about it and only need like 2-5 pages to be printed I have no problem helping them :)

-Mekdi
(Anonymous)
Nov. 12th, 2009 06:15 pm (UTC)
I've never gotten any rude people, but I have had people (I feel usually sports people) have come up and sound very expecting of me to print it out for them. But all these notes are great to take down. Thanks!

Kathleen
(Anonymous)
Nov. 13th, 2009 05:13 am (UTC)
Sounds good. People don't ask me to release jobs too often. Usually when they do ask they seem like legitimate requests and tell me that they're willing to hand over the price of the job, I always tell them that we can't take their money at the desk. Most of the time its because the machine goes down or they only have coins. Sometimes thought I do get the fishy feeling that they know they can can get their job released and that they've done it before but that's pretty rare.

-Mike
(Anonymous)
Nov. 13th, 2009 07:17 pm (UTC)
So far I haven't gotten any patrons that actually ask me to release their print jobs. I usually offer it myself, when say their print job isn't coming out even though they've already paid for it, or things like that. Its usually no more than 4-5 pages. Anyways, good information! I might find it really hard to say no, its good to know that I can hand it off to the librarian!
(Anonymous)
Nov. 13th, 2009 07:18 pm (UTC)
-Lupita by the way
(Anonymous)
Nov. 14th, 2009 01:41 am (UTC)
Yes this has happened to me before, all the cases that you described. I kinda just go with my gut feeling about it, if I feel like they're sincere then I will print it out for them. If I don't I tell them to go to Parina. And most of the time when the persons print job does not come out, I use goprint.
-Valeria
(Anonymous)
Nov. 15th, 2009 10:28 pm (UTC)
great notes in case any of these scenarios come up again (which they will). thanks. I've had some people think goprint is touch screen, that's always humorous.
-Jeremy
(Anonymous)
Nov. 17th, 2009 06:10 pm (UTC)
Usually i encounter pretty reasonable scenarios but this blog definitely clarified how we should handle all kind of the go print releasing problems
thanks Kelci!!

Katie.C
( 12 comments — Leave a comment )

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