JCU Library Experience Procedures ALMA: Fulfilment

Pre-Sign Up Checklist - Have you done the following?

1. Checked for an account on ALMA
2. Gotten the Patron to fill in the form
3. Asked if they have been known by a previous name (ie maiden name). If the answer is to this yes, check ALMA again for an account under that name.
4. Checked their ID matches the details listed on the form

Please DO NOT create a separate account if they are already on the system.
IF they do have an account in ALMA and they have fines, do not proceed to renewing their account IF you cannot proceed with their registration because an Alumni account is inactive please fill out as much of the information as you can and advise one of the LE librarians on the next Business day (Mon - Fri) (noting as much information about the issue as possible) 

Pre-Renewal Checklist - Have you done the following?

1. Checked for an account on ALMA
2. Gotten the Patron to fill in the form
3. Checked their ID matches the details listed on the form
4. Checked for fines

IF they have fines, do not proceed to renewing their account until fines are paid IF you cannot proceed with their registration because an account is inactive please fill out as much of the information as you can and advise one of the LE librarians on the next Business day (Mon - Fri) (noting as much information about the issue as possible) 

• Follow the instructions for signing up a Community Borrower, ULAN Reciprocal Borrower or an Alumni borrower.

• Once the membership is finalised, a welcome email should be sent via LibAnswers. 

  • Note: In Townsville, Membership forms are to be placed in the tray for "Membership Registration Forms" to be checked by a Librarian. The Librarian will send the Welcome email once the ALMA account has been checked. 

• Once it has been checked by another Library Experience Staff member (Checking Identity Support to verify accounts where needed)

• Open LibAnswers and choose the Originated by Patron option and follow the steps on Creating a LibAnswer Ticket

• Create ticket in the Library Experience Queue. 

• Fill in the following details:

  • Question: Welcome to the Library

  • Asked by (name): Patron Name

  • Asked by (email): Patron email

• Create the ticket

•  Find the ticket in the queue and claim it.

• Apply the appropriate Macro (Welcome to the library Community Member/ Welcome to the library Alumni) 

  • IF you are sending an email to a Reciprocal Member Please use the template.

• Fill in the following details 

  • Name of patron

  • Change the Expiry date to the date in ALMA (if Community or Alumni)

• Cc in any additional email addresses (if they used their JCU student email) and close the ticket to send the email. 

  • This macros will automatically add the tag LE: Membership

• Submit Reply as Closed

Generic Procedure for Member Sign-Ups

Purpose: This document provides a comprehensive procedure for experienced staff to efficiently process sign-ups and renewals for various community memberships.

This is a generic procedure for processing membership sign ups; for detailed guidance on specific memberships, please refer to the corresponding membership-specific procedures.

Pre-Processing Checklist

1. Form Completion:

   • Ensure the patron has filled out the appropriate membership sign-up or renewal form.

2. Account Verification:

   • Search ALMA using the patron’s surname and first name to check for existing accounts.

   • Inquire if the patron has been known by a previous name and check ALMA under that name if applicable.

3. Eligibility Check:

   • For former reciprocal borrowers no longer eligible (e.g., graduated or withdrawn):

     • Confirm personal details.

     • Amend their expiration date to one year.

     • Update statistics.

     • Remove university details from their account.

4. ID Verification:

   • Verify the patron's ID matches the information on the form.

5. Processing Time:

   • Inform the patron that account creation or renewal in ALMA may take about 20 minutes, and suggest they wait in the library or Juliette’s etc.

Step-by-Step Membership Procedure

Step 1: Entering Patron Details

1. Open LibAnswers:

   • Claim the associated ticket in the Library Experience Queue.

2. Edit Ticket Details:

   • Make sure to update the patron's details in the ticket by selecting the "Question Actions" option 

3. Open ALMA:

   • Set the location to [YOUR CAMPUS] - Circulation Desk.

   • Navigate to Fulfillment → Checkin/checkout → Manage Patron Services.

   • Select Register New User or Renew User as appropriate.

4. Input Patron Information:

   • Enter First Name and Last Name.

   • Select the appropriate User Group (e.g., Community, Corporate, Reciprocal).

   • Choose JCU Australia as Campus.

   • Fill in email type and address.

   • Complete postal address and phone number details.

   • For Alumni, if JC/JD number is known (Check Identity Support), put that in Primary Identifier Field.

     • If unknown LEAVE THE NUMBER THAT ALMA GENERATES IN THE PRIMARY IDENTIFIER FIELD.

   • For other accounts, refer to step 3

5. Set PIN:

   • Assign the last four digits of the library card as the PIN.

   • Document the PIN on a sticky note and attach it to the library card.

   • Advise the patron they will reset their password upon first login.

6. User Management Information:

   • For sign-ups, force a password change on the next login.

   • Click Update User and confirm.

7. Fee Processing:

   • The system will automatically set the expiry date and generate the membership fee (adjust for different membership types as needed).

   • Process the fee per the Paying the Fee on the Account Procedure.

Step 2: Adding Statistics

1. Access Statistics Tab:

   • Click + Add Statistic.

   • Select the appropriate Category Type (e.g., Community User Type, Corporate Borrower, etc.).

   • Choose the relevant Statistical Category.

     

      

Step 3: Adding ID

1. Adding Borrower Card Number:

   • Access the Identifiers tab for the primary identifier.

   • If needed, delete any old identifiers.

   • For Alumni: Click Add Identifier and scan the new borrower card.

   • In ‘Notes’ Enter ‘Borrower Card’

   • For others: Enter Borrower Card barcode into the Primary Identifier field

Step 4: Updating the Ticket

1. Document Details:

   • Use the Membership Sign Up/Renewals Details Macro to record:

   • Date Processed

   • Did it come through at the desk or in person?

   • PIN #

   • Category

   • Statistical Category

   • Expiry Date

   • Card Barcode

   • Fee (N/A if not applicable)

   • Receipt # (N/A if not applicable)

   • Relevant ID sighted

2. Assign Ticket:

   • Send the ticket to the appropriate LE staff member for review and welcome email dispatch.

Final Check

• Review each step and ensure all boxes have been ticked and details are accurate.

These are the instructions for Community Member SIGN UP:

• By this point you should have already:
• Gotten the Patron to fill in the form
•  
• Search using the borrower’s Surname, First name to check that the patron does not already have an account.
• Asked if they have been known by a previous name (ie maiden name). If the answer is to this yes, check ALMA again for an account under that name.

• If they were a Reciprocal borrower but are no longer eligible (graduated or withdrawn from their course) then

  • Confirm their personal details,

  • Amend their expiration date for one year,

  • Update their statistics accordingly

  • Remove any details about their University on their account

• If an account is not found continue with the following steps to register them as a new borrower

• Checked their ID matches the details listed on the form

Creating an account of ALMA is a lengthy process, please inform the patron this can take about 20 minutes, and they are welcome to go for a walk around the building or if it’s open, go get a coffee from Juliette's etc.

Step 1: Entering their details

Open LibAnswers

• Once the digital form has been filled out, please claim the associated ticket, located in the Library Experience Queue

  

Update the patron's details in the ticket by selecting the "Question Actions" option 

Open Alma

• Location should be [YOUR CAMPUS] - Circulation Desk

• Go to Fulfillment → Checkin/checkout → Manage Patron Services

• Select Register New User on the upper right hand side of the screen.

  

  Complete the following fields:

• First Name

• Last Name

• Scan barcode of Library Cards (kept in the first draw to the right of the LEA computer) into Primary Identifier field

• Select Community from the User Group from drop down options

• Select Campus as JCU Australia

• Email Type and email Address

• Address:

  • Address line 1 - street number and street name or PO Box number

  • Address line 2 - suburb

  • Postcode

• Phone type and number

• Add PIN (last four digits of Library Card)

  • Write this down on stickey note/piece of paper, attach it to the Library Card

  • Advise patron that this is what is used initially and that the first time they log into their library account with their barcode and PIN, they will be prompted to reset their password.

  • Community members can reset at anytime using the Forgot Password option. (If you are unable add a PIN number to a patron account please let a LE staff member know)

In User Management Information, ticket Force password change on next login

• Click Update User

• Confirmation Message - Confirm

• The system will automatically set the expiry date

• It will now generate the $55 membership fee

Pay the fee in accordance to the Paying the fee on the account procedure and receipt through Student Management System using the Using SMS procedure

STEP 1 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 2: Adding the Statistics for a Community Borrower

• In the Statistics tab, click on + Add Statistic

  

• In the new box that opens, choose the following:

  

Category Type = leave blank

Statistical Category = Community Borrower

The ALMA account is now complete.

If there have been any issues setting up this account, please put the details into the ticket, using the Issues with Membership Sign Up/Renewal Macro

STEP 2 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 3: Updating the Ticket

Using the Membership Sign Up/Renewals Details Macro, please put the following details from ALMA into the ticket

1. Date Processed
2. Did it come through at the desk or in person?
3. Pin #
4. Category
5. Statistical Category
6. Expiry Date
7. Card Barcode
8. Fee (if a fee is not required put N/A)
9. Receipt # (if this is not required put N/A)
10. Relevant ID sighted

Assign the ticket to LE staff member who oversees this procedure, who will check the account and send the welcome email.

STEP 4 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 4: Double Checking

Please go through the instructions and untick each box. Please double check you have done each step correctly as you go.

These are the instructions for Alumni in System Sign Up:

By this point you should have already:

1. Gotten the Patron to fill in the form

2. Please add JCU ID and student number to form. 

3. If the client cannot remember their ID number please ask a Library Experience Librarian to check Identity support before signing them up.

   1. If you are unable to ask a staff member to check then continue to sign them up but leave a note in the ticket using the Issues with Membership Sign Up/Renewal for it to be checked later. (Leave Primary ID BLANK)

4. If they only provide a JCU email address please ask for an alternative email address so we are able to contact them. 

5. Search using the borrower’s Surname, First name to check that the patron is still in system.
6. Asked if they have been known by a previous name (ie maiden name). If the answer is to this yes, check ALMA again for an account under that name.
7. Checked their ID matches the details listed on the form
8. Checked if they have fines over $25 on their account (DO NOT SIGN THEM UP IF THIS IS THE CASE)

Creating an account of ALMA is a lengthy process, please inform the patron this can take about 20 minutes, and they are welcome to go for a walk around the building or if it’s open, go get a coffee from Juliette's etc.

Step 1: Updating Details

Open LibAnswers

• Once the digital form has been filled out, please claim the associated ticket, located in the Library Experience Queue (It will look slightly different from the below, as this is a community borrower example)
• Update the patron's details in the ticket by selecting the "Question Actions" option

• Open Alma

• Location should be [YOUR CAMPUS] - Circulation Desk

• Go to Fulfillment → Checkin/checkout → Manage Patron Services

Click on JC/JD number on the side to open the account.

Click on the Toggle Account Type button (if you cannot see this button see LE Librarian as access to this function is role related). This will change Account Type to Internal

Check their details in the system against their ID and Form

• IF their details match, it does not need to be entered in again

• IF their details do not match update their details to reflect what is shown on the form & ID card.

• Add PIN (last four digits of Library Card)

  • advise patron that this is what is used initially and that the first time they log into their library account with their barcode and PIN, they will be prompted to reset their password.

  • Community members can reset at anytime using the Forgot Password option. (If you are unable add a PIN number to a patron account please let a LE staff member know)

Primary identifier remains as their jc/jdxxxxxx number (Add it in if you are signing them up as a new member.)

Change User Group to Associate Member

• Ensure Status is Active 

Amend the expiry date to one year from the registration date

• If the account is still showing that a patron has an expired role, please let a LE librarian or LE team leader know

Ensure User Role is active

• Click on the patron Primary Identifier to open their account

• Go to General Information tab

• Scroll down till you see User Role

• Click on the Ellipse [...] and select Edit 

  

• Change the Status to Active

• Scope should be James Cook University

• Remove the expiry date

  

• Click Save Role. 

• The note should automatically remove once you have saved the account.

The ALMA account is now complete.

If there have been any issues setting up this account, please put the details into the ticket, using the Issues with Membership Sign Up/Renewal Macro

STEP 2 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 3: Updating the Ticket

Using the Membership Sign Up/Renewals Details Macro, please put the following details from ALMA into the ticket

1. Date Processed
2. Did it come through at the desk or in person?
3. Pin #
4. Category
5. Statistical Category
6. Expiry Date
7. Card Barcode
8. Fee (if a fee is not required put N/A)
9. Receipt # (if this is not required put N/A)
10. Relevant ID sighted

Assign the ticket to the LE staff member who oversees this procedure, who will check the account and send the welcome email.

STEP 3 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 4: Double Checking

Please go through the instructions and untick each box. Please double check you have done each step correctly as you go.

These are the instructions for Alumni NOT in System:

By this point you should have already:

• Gotten the Patron to fill in the form

• Please add JCU ID and student number to form. 

• If the client cannot remember their ID number please ask a Library Experience Librarian to check Identity support before signing them up.

  • If you are unable to ask a staff member to check then continue to sign them up but leave a note in the ticket using the Issues with Membership Sign Up/Renewal for it to be checked later. (Leave Primary ID BLANK)

• If they only provide a JCU email address please ask for an alternative email address so we are able to contact them. 

• Search using the borrower’s Surname, First name to check that the alumni is not in the system.
• Asked if they have been known by a previous name (ie maiden name). If the answer is to this yes, check ALMA again for an account under that name.
• Checked their ID matches the details listed on the form

Creating an account of ALMA is a lengthy process, please inform the patron this can take about 20 minutes, and they are welcome to go for a walk around the building or if it’s open, go get a coffee from Juliette's etc.

Step 1: Entering their details

Open LibAnswers

• Once the digital form has been filled out, please claim the associated ticket, located in the Library Experience Queue

  

   

• Update the patron's details in the ticket by selecting the "Question Actions" option 

Open Alma

• Location should be [YOUR CAMPUS] - Circulation Desk

• Go to Fulfillment → Checkin/checkout → Manage Patron Services

• Select Register New User on the upper right hand side of the screen.

  

  Complete the following fields:

• First Name

• Last Name

• Primary identifier is their jc/jdxxxxxx number

• Note if they do not know their jcnumber leave the field blank. (ALMA will automatically generate a number which we can replace with their JCnumber later) and note on the form that we need to find their previous student details. 

• Select Associate from the User Group from drop down options

• Select Campus as JCU Australia

• Email Type and email Address If they only provide a JCU email address please ask for an alternative email address so we are able to contact them. 

• Set personal email as preferred email

Address:

• Address line 1 - street number and street name or PO Box number

• Address line 2 - suburb

• Postcode

• Phone type and number

• Phone type and number

• PIN

  • Add PIN (last four digits of Library Card)

  • Write this down on post-it note/piece of paper, attach it to the Library Card

  • Advise patron that this is what is used initially and that the first time they log into their library account with their barcode and PIN, they will be prompted to reset their password.

  • Community members can reset at anytime using the Forgot Password option. (If you are unable add a PIN number to a patron account please let a LE staff member know)

In User Management Information, ticket Force password change on next login

• Click Update User

• Confirmation Message - Confirm

• The system will automatically set the expiry date

• No Registration fine should be generated if Associate member has been selected.

STEP 1 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 2: Adding Additional ID; Borrower card number

• Click on the primary identifier on the right hand side (usually this will be their JC/JDnumber or borrower card)

• Click on the Identifiers tab

  

   

• Click Add Identifier

  

• Use Additional ID 1

• Scan in barcode from Community Borrower card

• In Note field add Borrower card barcode

• Add and Close

STEP 2 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 3: Adding the Statistics for a Alumni Borrower

• In the Statistics tab, click on + Add Statistic

  

• In the new box that opens, choose the following:

  

Category Type = Community Borrower

Statistical Category = Community Borrower Alumni

The ALMA account is now complete.

If there have been any issues setting up this account, please put the details into the ticket, using the Issues with Membership Sign Up/Renewal Macro

STEP 3 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 4: Updating the Ticket

Using the Membership Sign Up/Renewals Details Macro, please put the following details from ALMA into the ticket

1. Date Processed
2. Did it come through at the desk or in person?
3. Pin #
4. Category
5. Statistical Category
6. Expiry Date
7. Card Barcode
8. Fee (if a fee is not required put N/A)
9. Receipt # (if this is not required put N/A)
10. Relevant ID sighted

Assign the ticket to LE staff member who oversees this procedure, who will check the account and send the welcome email.

STEP 4 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 5: Double Checking

Please go through the instructions and untick each box. Please double check you have done each step correctly as you go.

These are the instructions for Corporate Member SIGN UP:

It is worth noting that the Corporate Member sign up instructions are similar to the community borrower sign up

By this point you should have already:

• Gotten the Patron to fill in the form
• Search using the borrower’s Surname, First name to check that the patron does not already have an account.
• Asked if they have been known by a previous name (ie different company name). If the answer is to this yes, check ALMA again for an account under that name.

• If they were a Reciprocal borrower but are no longer eligible (graduated or withdrawn from their course) then

  • Confirm their personal details,

  • Amend their expiration date for one year,

  • Update their statistics accordingly

  • Remove any details about their University on their account

• If an account is not found continue with the following steps to register them as a new borrower

• Checked their ID matches the details listed on the form
• Creating an account of ALMA is a lengthy process, please inform the patron this can take about 20 minutes, and they are welcome to go for a walk around the building or if it’s open, go get a coffee from Juliette's etc.
• If extra loans required create a separate membership and add add a number to the end of the name eg St Andrews Catholic College 1, St Andrews Catholic College 2

Step 1: Entering their details

Open LibAnswers

• Once the digital form has been filled out, please claim the associated ticket, located in the Library Experience Queue

  

Edit the ticket contact details to the patron’s

Open Alma

• Location should be [YOUR CAMPUS] - Circulation Desk

• Go to Fulfillment → Checkin/checkout → Manage Patron Services

• Select Register New User on the upper right hand side of the screen.

  

  Complete the following fields:

• Name (ALMA requires there to be a first and last name, so if the business has an acronym, put that as the first name (ie AIMS), and the full name as the last name (Australian Institute Of Marine Science). Otherwise, spread the name over the two entries.

• Scan barcode of Library Cards (kept in the first draw to the right of the LEA computer) into Primary Identifier field

• Select Community from the User Group from drop down options

• Select Campus as JCU Australia

• Email Type and email Address

• Address:

  • Address line 1 - street number and street name or PO Box number

  • Address line 2 - suburb

  • Postcode

• Phone type and number

• Phone type and number

• PIN

  • Add PIN (last four digits of Library Card)

  • Write this down on stickey note/piece of paper, attach it to the Library Card

  • Advise patron that this is what is used initially and that the first time they log into their library account with their barcode and PIN, they will be prompted to reset their password.

  • Community members can reset at anytime using the Forgot Password option. (If you are unable add a PIN number to a patron account please let a LE staff member know)

In User Management Information, ticket Force password change on next login

• Click Update User

• Confirmation Message - Confirm

• The system will automatically set the expiry date

• It will now generate the $55 membership fee

Pay the fee in accordance to the Paying the fee on the account procedure and receipt through Student Management System using the Using SMS procedure

STEP 1 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 2: Adding the Statistics for a Corporate Borrower

• In the Statistics tab, click on + Add Statistic

  

• In the new box that opens, choose the following:

  

Category Type = Community User Type

Statistical Category = Corporate Borrower

The ALMA account is now complete.

If there have been any issues setting up this account, please put the details into the ticket, using the Issues with Membership Sign Up/Renewal Macro

STEP 2 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 3: Adding Additional ID; Borrower card number

• Click on the primary identifier on the right hand side (usually this will be their JCnumber or borrower card)

• Click on the Identifiers tab

  

   

• Click Add Identifier

  

• Use Additional ID 1

• Scan in barcode from Community Borrower card

• In Note field add Borrower card barcode

• Add and Close

If patron requires more than one card but does not require more than 20 loans add an extra card to the membership (no cost), add barcode to Identifiers tab

STEP 3 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 4: Updating the Ticket

Using the Membership Sign Up/Renewals Details Macro, please put the following details from ALMA into the ticket

• Date Processed
• Did it come through at the desk or in person?
• Pin #
• Category
• Statistical Category
• Expiry Date
• Card Barcode
• Fee (if a fee is not required put N/A)
• Receipt # (if this is not required put N/A)
• Relevant ID sighted

Assign the ticket to LE staff member who oversees this procedure, who will check the account and send the welcome email.

STEP 4 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 5: Double Checking

Please go through the instructions and untick each box. Please double check you have done each step correctly as you go.

These are the instructions for Reciprocal ULANZ SIGN UP:

By this point you should have already:

• Gotten the Patron to fill in the form
• Search using the borrower’s Surname, First name to check that the patron does not already have an account.
• Asked if they have been known by a previous name (ie maiden name). If the answer is to this yes, check ALMA again for an account under that name.

• If they were a Reciprocal borrower but are no longer eligible (graduated or withdrawn from their course) then

  • Confirm their personal details,

  • Amend their expiration date for one year,

  • Update their statistics accordingly

  • Remove any details about their University on their account

• If an account is not found continue with the following steps to register them as a new borrower

• Checked their ID matches the details listed on the form

Creating an account of ALMA is a lengthy process, please inform the patron this can take about 20 minutes, and they are welcome to go for a walk around the building or if it’s open, go get a coffee from Juliette's etc.

$55.00 for current academic year only. Privileges will expire on 28 February of the following year. Proof of current enrolment & ID required.

Step 1: Entering their details

Open LibAnswers

• Once the digital form has been filled out, please claim the associated ticket, located in the Library Experience Queue

  

Edit the ticket contact details to the patron’s

Open Alma

• Location should be [YOUR CAMPUS] - Circulation Desk

• Go to Fulfillment → Checkin/checkout → Manage Patron Services

• Select Register New User on the upper right hand side of the screen.

  

  Complete the following fields:

• First Name

• Last Name

• Scan barcode of Library Cards (kept in the first draw to the right of the LEA computer) into Primary Identifier field

• Select Community from the User Group from drop down options

• Select Campus as JCU Australia

• Email Type and email Address

• Address:

  • Address line 1 - street number and street name or PO Box number

  • Address line 2 - suburb

  • Postcode

• Phone type and number

• PIN

  • Add PIN (last four digits of Library Card)

  • Write this down on stickey note/piece of paper, attach it to the Library Card

  • Advise patron that this is what is used initially and that the first time they log into their library account with their barcode and PIN, they will be prompted to reset their password.

  • Community members can reset at anytime using the Forgot Password option. (If you are unable add a PIN number to a patron account please let a LE staff member know)

In User Management Information, ticket Force password change on next login

• Click Update User

• Confirmation Message - Confirm

• The system will automatically set the expiry date

• It will now generate the $55 membership fee

Pay the fee in accordance to the Paying the fee on the account procedure and receipt through Student Management System using the Using SMS procedure

STEP 1 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 2: Adding the Statistics for a Community Borrower

• In the Statistics tab, click on + Add Statistic

  

• In the new box that opens, choose the following:

  

Category Type = Other University User

Statistical Category =relevant University Code

Note = add Current student number

The ALMA account is now complete.

If there have been any issues setting up this account, please put the details into the ticket, using the Issues with Membership Sign Up/Renewal Macro

STEP 2 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 3: Adding Additional ID; Borrower card number

• Click on the primary identifier on the right hand side (usually this will be their JCnumber or borrower card)

• Click on the Identifiers tab

  

   

• Click Add Identifier

  

• Use Additional ID 1

• Scan in barcode from Community Borrower card

• In Note field add Borrower card barcode

• Add and Close

STEP 3 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 4: Updating the Ticket

Using the Membership Sign Up/Renewals Details Macro, please put the following details from ALMA into the ticket

1. Date Processed
2. Did it come through at the desk or in person?
3. Pin #
4. Category
5. Statistical Category
6. Expiry Date
7. Card Barcode
8. Fee (if a fee is not required put N/A)
9. Receipt # (if this is not required put N/A)
10. Relevant ID sighted

Assign the ticket to LE staff member who oversees this procedure, who will check the account and send the welcome email.

STEP 4 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 5: Double Checking

Please go through the instructions and untick each box. Please double check you have done each step correctly as you go.

School Engagement is not something we encounter often. This involves a teacher/school etc wanting to give a group of students Library access. More information on it can be found here.

If we have anyone ask about this during business hours, please refer them to Rachael McGarvey is she is available. If it is out of business hours of business hours, please gather all details and contact information, create a ticket and assign it to Rachael in the Library Experience queue.

These are the instructions for Year 11 & 12 Community Member SIGN UP:

By this point you should have already:

• Gotten the Patron to fill in the form
• Search using the borrower’s Surname, First name to check that the patron does not already have an account.
• Asked if they have been known by a previous name (ie maiden name). If the answer is to this yes, check ALMA again for an account under that name.

• If they were a Reciprocal borrower but are no longer eligible (graduated or withdrawn from their course) then

  • Confirm their personal details,

  • Amend their expiration date for one year,

  • Update their statistics accordingly

  • Remove any details about their University on their account

• If an account is not found continue with the following steps to register them as a new borrower

• Checked their ID matches the details listed on the form

Creating an account of ALMA is a lengthy process, please inform the patron this can take about 20 minutes, and they are welcome to go for a walk around the building or if it’s open, go get a coffee from Juliette's etc.

Step 1: Entering the Student and the Guardian’s details

Open LibAnswers

• Once the digital form has been filled out, please claim the associated ticket, located in the Library Experience Queue

  

Edit the ticket contact details to the patron’s

Open Alma

• Location should be [YOUR CAMPUS] - Circulation Desk

• Go to Fulfillment → Checkin/checkout → Manage Patron Services

• Select Register New User on the upper right hand side of the screen.

  

  Complete the following fields:

• First Name

• Last Name

• Scan barcode of Library Cards (kept in the first draw to the right of the LEA computer) into Primary Identifier field

• Select Community from the User Group from drop down options

• Select Campus as JCU Australia

• Email Type and email Address

• Address:

  • Address line 1 - street number and street name or PO Box number

  • Address line 2 - suburb

  • Postcode

• Phone type and number

• Phone type and number

• PIN

  • Add PIN (last four digits of Library Card)

  • Write this down on stickey note/piece of paper, attach it to the Library Card

  • Advise patron that this is what is used initially and that the first time they log into their library account with their barcode and PIN, they will be prompted to reset their password.

  • Community members can reset at anytime using the Forgot Password option. (If you are unable add a PIN number to a patron account please let a LE staff member know)

In User Management Information, ticket Force password change on next login

• Click Update User

• Confirmation Message - Confirm

• The system will automatically set the expiry date

• It will now generate the $55 membership fee

Add parent/guardian details

• Click on borrower card number on the right hand side to open up the account 

• In the Contact Information tab, click + Add Phone number

• Select phone type and type in Parent/guardian phone number

• Select yes for preferred phone and click Add and close

• Click +Add email address

• Select email type and type in parent/guardian email address

• In description put Parent/guardian and name in brackets

• Select Yes for preferred address and click Save email

  

Change $55 fine to $27.50

• Follow the Waiving the amount procedure to remove the $55

• Click on Add Fine or Fee

• Fill in the following details:

  • Fee Type: Patron Registration Fee

  • Owner: James Cook University (automatically filled)

  • Fee Amount: $27.50

• Click Add and Close

• Click Save

• Pay the fine in accordance to the Paying the fee on the account procedure.

STEP 1 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 2: Adding the Statistics for a Community Borrower

• In the Statistics tab, click on + Add Statistic

  

• In the new box that opens, choose the following:

  

Category Type = leave blank

Statistical Category = Community Borrower

The ALMA account is now complete.

If there have been any issues setting up this account, please put the details into the ticket, using the Issues with Membership Sign Up/Renewal Macro

STEP 2 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 3: Adding Additional ID; Borrower card number

• Click on the primary identifier on the right hand side (usually this will be their JCnumber or borrower card)

• Click on the Identifiers tab

  

   

• Click Add Identifier

  

• Use Additional ID 1

• Scan in barcode from Community Borrower card

• In Note field add Borrower card barcode

• Add and Close

STEP 3 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 4: Updating the Ticket

Using the Membership Sign Up/Renewals Details Macro, please put the following details from ALMA into the ticket

• Date Processed
• Did it come through at the desk or in person?
• Pin #
• Category
• Statistical Category
• Expiry Date
• Card Barcode
• Fee (if a fee is not required put N/A)
• Receipt # (if this is not required put N/A)
• Relevant ID sighted

Assign the ticket to LE staff member who oversees this procedure, who will check the account and send the welcome email.

STEP 4 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 5: Double Checking

Please go through the instructions and untick each box. Please double check you have done each step correctly as you go.

Generic Procedure for Membership Renewals

Overview:
This document provides a comprehensive procedure for experienced staff to efficiently process sign-ups and renewals for various community memberships.

This is a generic procedure for processing renewals; for detailed guidance on specific memberships, please refer to the corresponding membership-specific procedures.

Pre-Renewal Steps

1. Locate the Account:

   • Find the member's account on ALMA.

2. Check for Fines:

   • Ensure there are no fines on the member's account, including any associated with active loans.

3. Form Requirement:

   • Confirm if the member needs to fill out a new form:

     • For alumni: They typically do not need a new form unless they are no longer in the system. If they are not, instruct them to complete a new form and follow the ‘Alumni not in system’ procedure.

     • All Community Members will need to fill out a new form (Community/Corporate/Reciprocal/Year 11 & 12). Pull the old form from the folder and file it in accordance with the Removal of Expired Membership Forms procedure.

4. Finalize Pre-Renewal Checks:

   • Ensure all checks are completed before proceeding to renewal.

Step 1: Update Member Details

1. Open ALMA:

   • Set the location to [YOUR CAMPUS] - Circulation Desk.

   • Navigate to Fulfillment → Checkin/checkout → Manage Patron Services.

2. Scan the Borrower Card:

   • Verify the member’s identity and locate their account.

3. Review and Update Details:

   • Confirm the following information is accurate:

     • First Name

     • Last Name

     • Email Address

     • Postal Address:

       • Address Line 1

       • Address Line 2

       • Postcode

     • Phone Number

     • Any relevant identification number (e.g., Student ID)

4. Adjust Expiration Date:

   • Set the new expiration date according to the specific membership guidelines (e.g., one year from renewal date).

5. Remove Expiry Notes:

   • Delete any notes related to the account expiry.

6. Save Updates:

   • Click Update User to save changes.

Step 2: Handle Fees

1. Add Renewal Fee:

   • Go to the Fines/Fees tab.

   • Click on Add Fine or Fee and fill in:

     • Fee Type: Card renewal

     • Owner: James Cook University (automatically filled)

     • Fee Amount (as applicable)

2. Save and Process Payment:

   • Click Add and Close, then Save.

   • Process the payment according to the relevant procedures.

3. Renew Loans:

   • Renew any loans currently associated with the member's account.

4. Update Role Expiry (if applicable):

   • If the member’s role shows as expired, notify the relevant team leader.

   • Update the member's role status to Active in the General Information tab.

Step 3: Additional ID (if needed)

1. Add New Borrower Card:

   • If the member has misplaced their card:

     • Click on the primary identifier and access the Identifiers tab.

     • Delete the old identifier if necessary.

     • Click Add Identifier, scan the new borrower card, and note the barcode.

Step 4: Update the Ticket

• If the needed to fill out a new form, use the Membership Sign Up/Renewals Details Macro to document the following in the ticket:

  • Date Processed

  • Pin #

  • Category

  • Statistical Category

  • Expiry Date

  • Card Barcode

  • Fee (if not applicable, write N/A)

  • Receipt # (if not applicable, write N/A)

  • Relevant ID sighted

• Assign the ticket to the appropriate LE staff member for final checks

Step 5: Double Checking

• Review all steps and ensure each box is unticked.

• Confirm that all procedures have been followed accurately.

These are the instructions for Community Member RENEWAL:

By this point you should have already:

• Gotten the Patron to fill in the form
• Checked their ID matches the details listed on the form
• Found the Account on ALMA
• Checked that there are no fines on their account, this includes fines next to any active loans, and their active balance

Community members need to fill out a NEW form when renewing their account. Pull the old form out of the folder and file them in accordance to the Removal of Expired Membership forms procedure. 

BEFORE YOU RENEW THE ACCOUNT MAKE SURE THAT THERE ARE NO FINES ON THE PATRON ACCOUNT

Step 1: Entering their details

Open LibAnswers

• Once the digital form has been filled out, please claim the associated ticket, located in the Library Experience Queue

  

Edit the ticket contact details to the patron’s

Open Alma

• Location should be [YOUR CAMPUS] - Circulation Desk

• Go to Fulfillment → Checkin/checkout → Manage Patron Services

• Scan the borrower card

  Check the following details are up to date:

• First Name

• Last Name

• Email address

• Postal address:

  • Address line 1 - street number and street name or PO Box number

  • Address line 2 - suburb

  • Postcode

• Phone number
• Change the Expiration Date to one year from the date you are reregistering the patron from
• Delete any notes related to the account expiry

• Click Update User

•  

  If it is a year 12 student renewing, make sure guardian details are up to date as well (view their ID)

Add the fine

• Go to Fines/Fees tab

  

• Click on Add Fine or Fee

• Fill in the following details:

  • Fee Type: Card renewal

  • Owner: James Cook University (automatically filled)

  • Fee Amount: $55 or Year 11/12 fee

    

• Click Add and Close

• Click Save

Pay the fee in accordance to the Paying the fee on the account procedure and receipt through Student Management System using the Using SMS procedure

Renew any loans currently on the patron’s account

Updating Patron's role expiry. 

• If the account is still showing that a patron has an expired role, please let a LE librarian or LE team leader know. 

• Go to General Information tab

• Scroll down till you see User Role

• Click on the Ellipse [...] and select Edit 

  

• Change the Status to Active

• Scope should be James Cook University

• Remove the expiry date

• Click Save Role. 

• The note should automatically remove once you have saved the account.

If there have been any issues setting up this account, please put the details into the ticket, using the Issues with Membership Sign Up/Renewal Macro

STEP 1 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 2: Adding Additional ID; Borrower card number (If needed)

• Patrons will sometimes misplace their borrower card, if they have you can add a new one to their account:

• Click on the primary identifier on the right hand side (usually this will be their JCnumber or borrower card)

• Click on the Identifiers tab

  

• Delete the old

• Click Add Identifier

  

• Use Additional ID 1

• Scan in barcode from Community Borrower card

• In Note field add Borrower card barcode

• Add and Close

STEP 2 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 3: Updating the Ticket

Using the Membership Sign Up/Renewals Details Macro, please put the following details from ALMA into the ticket

• Date Processed
• Did it come through at the desk or in person?
• Pin #
• Category
• Statistical Category
• Expiry Date
• Card Barcode
• Fee (if a fee is not required put N/A)
• Receipt # (if this is not required put N/A)
• Relevant ID sighted

Assign the ticket to LE staff member who oversees this procedure, who will check the account and send the welcome email.

STEP 4 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 4: Double Checking

Please go through the instructions and untick each box. Please double check you have done each step correctly as you go.

These are the instructions for Alumni Member RENEWAL:

By this point you should have already:

• Found the Account on ALMA
• Checked that there are no fines on their account, this includes fines next to any active loans, and their active balance
• Alumni members do not need to fill out a new form, unless they are no longer on the system. If they are no longer in the system, get them to fill out a new form, and follow the Alumni not in system procedure

BEFORE YOU RENEW THE ACCOUNT MAKE SURE THAT THERE ARE NO FINES ON THE PATRON ACCOUNT

Step 1: Entering their details

Edit the ticket contact details to the patron’s

Open Alma

• Location should be [YOUR CAMPUS] - Circulation Desk

• Go to Fulfillment → Checkin/checkout → Manage Patron Services

• Scan the borrower card

  Check the following details are up to date:

• First Name

• Last Name

• Email address

• Postal address:

  • Address line 1 - street number and street name or PO Box number

  • Address line 2 - suburb

  • Postcode

• Phone number
• Change the Expiration Date to one year from the date you are reregistering the patron from
• Delete any notes related to the account expiry

• Click Update User

If there have been any issues renewing this account, please put the details into a ticket, using the Issues with Membership Sign Up/Renewal Macro

STEP 1 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 2: Adding Additional ID; Borrower card number (If needed)

• Patrons will sometimes misplace their borrower card, if they have you can add a new one to their account:

• Click on the primary identifier on the right hand side (usually this will be their JCnumber or borrower card)

• Click on the Identifiers tab

  

• Delete the old

• Click Add Identifier

  

• Use Additional ID 1

• Scan in barcode from Community Borrower card

• In Note field add Borrower card barcode

• Add and Close

STEP 2 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 3: Double Checking

Please go through the instructions and untick each box. Please double check you have done each step correctly as you go.

These are the instructions for Reciprocal ULANZ RENEWAL:

By this point you should have already:

• Gotten the Patron to fill in the form
• Checked their ID matches the details listed on the form
• Found the Account on ALMA
• Checked that there are no fines on their account, this includes fines next to any active loans, and their active balance

BEFORE YOU RENEW THE ACCOUNT MAKE SURE THAT THERE ARE NO FINES ON THE PATRON ACCOUNT

Step 1: Entering their details

Open LibAnswers

• Once the digital form has been filled out, please claim the associated ticket, located in the Library Experience Queue

  

Edit the ticket contact details to the patron’s

Open Alma

• Location should be [YOUR CAMPUS] - Circulation Desk

• Go to Fulfillment → Checkin/checkout → Manage Patron Services

• Scan the borrower card

  Check the following details are up to date:

• First Name

• Last Name

• Email address

• Postal address:

  • Address line 1 - street number and street name or PO Box number

  • Address line 2 - suburb

  • Postcode

• Phone number
• Student ID

Change the Expiration Date to the 28/2/of the next year (e.g. if they sign up in May 2021 then the expiry will be 28/2/2022)

Delete any notes related to the account expiry

• Click Update User

Add the fine

• Go to Fines/Fees tab

  

• Click on Add Fine or Fee

• Fill in the following details:

  • Fee Type: Card renewal

  • Owner: James Cook University (automatically filled)

  • Fee Amount: $55

    

• Click Add and Close

• Click Save

Pay the fee in accordance to the Paying the fee on the account procedure and receipt through Student Management System using the Using SMS procedure

Renew any loans currently on the patron’s account

Updating Patron's role expiry. 

• If the account is still showing that a patron has an expired role, please let a LE librarian or LE team leader know. 

• Go to General Information tab

• Scroll down till you see User Role

• Click on the Ellipse [...] and select Edit 

  

• Change the Status to Active

• Scope should be James Cook University

• Remove the expiry date

  

   

• Click Save Role. 

• The note should automatically remove once you have saved the account.

If there have been any issues setting up this account, please put the details into the ticket, using the Issues with Membership Sign Up/Renewal Macro

STEP 1 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 2: Adding Additional ID; Borrower card number (If needed)

• Patrons will sometimes misplace their borrower card, if they have you can add a new one to their account:

• Click on the primary identifier on the right hand side (usually this will be their JCnumber or borrower card)

• Click on the Identifiers tab

  

• Delete the old

• Click Add Identifier

  

• Use Additional ID 1

• Scan in barcode from Community Borrower card

• In Note field add Borrower card barcode

• Add and Close

STEP 2 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 3: Updating the Ticket

Using the Membership Sign Up/Renewals Details Macro, please put the following details from ALMA into the ticket

Date Processed

Did it come through at the desk or in person?

Pin #

Category

Statistical Category

Expiry Date

Card Barcode

Fee (if a fee is not required put N/A)

Receipt # (if this is not required put N/A)

Relevant ID sighted

Assign the ticket to LE staff member who oversees this procedure, who will check the account and send the welcome email.

STEP 3 COMPLETE- PLEASE GO BACK AND ENSURE ALL DETAILS ARE CORRECT, ALL BOXES HAVE BEEN TICKETD AND NOTHING HAS BEEN MISSED

Step 4: Double Checking

Please go through the instructions and untick each box. Please double check you have done each step correctly as you go.

School Engagement is not something we encounter often. This involves a teacher/school etc wanting to give a group of students Library access. More information on it can be found here.

If we have anyone ask about this during business hours, please refer them to Rachael McGarvey is she is available. If it is out of business hours of business hours, please gather all details and contact information, create a ticket and assign it to Rachael in the Library Experience queue.