RE: Telephone Renewal System and confidentiality issues / is TRS customizable, can it be downsized ?

["Krimm, Debi" <DKrimm@xxxxxxxxxx>]

Jim,
     We've had Telephone Renewal for over a year.  Recently we installed the
ability to speak the titles checked out, etc with Release 2001.   We do not
find a need for PIN codes.  In fact we had it as an option on our OPACs
(patron's could choose to have one or not).  Of our 250,000+ registered
patrons only 13,000 were even interested.  Most tried it and wanted it
removed.  It became a support nightmare and a had more negative PR
ramifications then positive.  So believe it or not we totally did away with
all PIN Codes.  Routinely we've found that staff worry more about
confidentiality issues then do OUR public.  I'm not sure this is what you
wanted to hear but there it is.

> -----Original Message-----
> From:	Jim Gingery [SMTP:jim.gingery@xxxxxxxxxx]
> Sent:	Thursday, December 27, 2001 9:49 AM
> To:	INNOPAC@xxxxxxxxxx
> Subject:	Telephone Renewal System and confidentiality issues / is TRS
> customizable, can it be downsized ?
> 
> ListServ,
> 
> I sent this out a couple of weeks ago but received no response. Trying 
> again. Do any of you agree that a PIN should be required (or at least an 
> option) for Telephone Renewal System ? I was told by III that no one has 
> raised this as a concern and it would have to come in as an enhancement 
> request. I would think a PIN requirement in TRS would be seen as a 
> necessary optional component so as to make it consistent with online
> option 
> of PIN or not.
> 
> I am also wondering if any of you have customized TRS so that only the 
> option to
> To renew items, press "1 remains." We are considering eliminating options 
> 2,3,4 from the sequence [see below] (since no PIN is possible), but we are
> 
> concerned about ramifications if we try to eliminate options from TRS.
> 
> 
> III ListServ,
> 
> We are about ready to implement Telephone Renewal System and some of our 
> directors are concerned about confidentiality issues. TRS in Release 2001 
> now allows you to do the following by simply entering a patron barcode :
> 
> To renew items, press "1."
> To hear a list of checked out titles, press "2."
> To hear a list of titles on hold, press "3."
> To hear a list of outstanding charges, press "4."
> To return to the Main Menu, press "star."
> 
> Since TRS does not use a PIN, library directors are concerned that 
> potential confidentiality issues could be raised if someone got there
> hands 
> on a barcode. Also child confidentiality issues are being raised, since
> TRS 
> speaks titles.
> 
> Have any of you wrestled with this issue when implementing TRS ? Any 
> suggestions ?
> ___________________________________________________________________
> 
> Jim Gingery	    	       Technology Coordinator
> jim.gingery@xxxxxxxxxx  	Milwaukee County Federated Library System
> (414) 286-5934 	    	709 North Eighth St.
> (414) 286-3209 fax  	       Milwaukee, WI  53233-2414
> ___________________________________________________________________
> 
> 
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