Several steps are taken to best ensure adequate and informative communications related to activity associated to a client’s account. This section defines the scope of communications, courtesy reminders in addition to client communication responsibilities.
As detailed in the Loyola Community Standards: “The University considers electronic mail, using the official ‘@luc.edu’ email address that is provided by the University to every enrolled student, an official form of communication between the University and the student. Students are responsible for all communications sent to their Loyola email accounts from a University official.” Similar considerations are applied for employees of the University.
If a client forwards their University email, note that messages may be delayed or even blocked depending on their external service provider. If an email notification is not received, be sure to check the “junk” or “clutter” folders to ensure the notification is not interpreted as spam. To best avoid this risk, mark the following as trusted email addresses:
5.1.1 Courtesy Reminder Emails
The equipment circulation system is configured to send automatic email notifications for each loan (or “checkout allocation”). These notifications include the following:
- Reservation pickup reminders;
- Reservation changes or modifications, either by a client or staff member;
- A reservation is picked up and becomes a checkout allocation;
- Checkout allocation due date and time reminders;
- Checkout allocation overdue notices; and
- Fine Invoices detailing charges for late returns, damaged or unreturned equipment.
These automated emails are considered a courtesy service to inform clients of equipment activity associated with their account. In the unexpected event of a system outage or an issue that impacts the delivery of automated notifications, it is still the full responsibility of the client to be aware of the due dates and times as agreed upon by reserving equipment and agreeing to all Loan Program Policies.
5.1.2 High Priority, Response-Required and Directed Emails
Digital Media Services full-time staff may communicate directly with clients via firstname.lastname@example.org as it may relate to modifications in reservations, inquiries based on equipment requests or returns, Excessively Overdue Equipment, or Fines Transferred to Bursars Office notices. Should such directed email notifications occur, they will identify, where applicable, acceptable client response times before further actions are taken. Additional communications for high-priority issues or violations, where applicable, may occur directly from the Digital Media Services Manager.
5.2 Advising and Consultation
5.2.1 In-Person Consultations
Digital Media Services staff and student workers are available as resources to help guide, advise and provide recommendations for equipment available in the loan program in order to facilitate and complete project or tasks clients may have. Our staff and student workers balance a variety of tasks with daily periods of high client utilization of these systems as we maintain our day-to-day operations. Clients who are not familiar with the full scope of equipment available, or those who may have more general service or specific equipment questions, should allot additional time at the time of pickup for such consultation or advising support as we are happy to provide such help. We advise all clients to assess and test equipment and best ensure familiarity for proper use prior to leaving the loan room.
5.2.2 Staff Communications of Loan Program Policies
The Equipment Loan Program Policies are presented in-full online as well as at all Equipment Loan service locations for ease of client review. The Equipment Loan Contract summarizes these policies and terms associated with each loan (or "checkout allocation") including agreement to: return location; scheduled return date and times; equipment details including summary of resources, client or staff-based condition notes and daily late fine values; and agreement to the overall terms and conditions as presented in the Equipment Loan Program Policies.
Some degree of support may be provided via telephone during the course of loan, but might be limited based on equipment resources or specific circumstances or issues occurring.
5.3.1 Limitations of Telephone Communications
Digital Media Services student workers cannot provide individual loan-based information such as return times, current or accruing fine balances, or other client information. Digital Media Services full-time staff can only discuss client-based information such as fines with individuals who can confirm personal identity items and/or LOCUS-based information, including Parent/Guest Access.
Reservations cannot be made by clients via telephone and must be done by individuals through the self-service reservation system.
5.3.2 Calls from Digital Media Services
Clients may be contacted by Digital Media Services via telephone to the cellphone and/or primary number as listed in LOCUS in regards to Excessively Overdue Equipment, damages or missing components.
5.4 Communications with Others
5.4.1 Information Requests On-Behalf-Of Another Client
Digital Media Services staff and student workers cannot provide client information to any other individual beside the contracted client themselves. This includes, but is not limited to, fine balances, loan history or active resource return dates and times or other client personal identifiable information (PII). All requests associated to active or historical loans or fines must be made directly by the individual contracted to the equipment.
5.4.2 FERPA Limitations
In compliance with The Family Education Rights and Privacy Act of 1974 (FERPA), Fine Invoice or "Digital Media Fine" line items associated to Bursar Office account information can only be discussed with the student directly or with individuals that have been granted Parent/Guest Access and can verify confirm such access as requested by a full-time Digital Media Services staff member.