Complete the form below
Write ONE WORD AND/OR A NUMBER for each answer
Local libraries offer membership for new residents. This can give the member: ● access to borrowing services ● due-date 1______________
Setting up the account This may include discussion of: ● maximum number of 2______________ that can be borrowed ● what facilities the member wants to use, e.g. ○ booking a 3______________ ○ using the 4______________
Common difficulties Members sometimes have problems with: ○ remembering their 5______________ ○ extending 6______________ online ○ avoiding a 7______________
Extra services and charges ● reserving a study 8______________ ● additional costs, e.g. replacement card and 9______________ ● using self-service to reduce 10______________
Keys
alerts
12
computer
printer
PIN
loans
fine
room
postage
waiting
Transcript
Part 1: You will hear Lewis registering for a library card over the phone.
Sonia: Westgate Library, membership desk, Sonia speaking. How can I help?
Lewis: Hi, er, I’d like to register for a library card, please. I’ve only just moved into the area, so I’m not on your system yet.
Sonia: That’s fine, we can do it now, and then you can come in to collect the card. It’s usually quick, especially if you don’t come right at lunchtime. Just so you know, members can opt in for due-date alerts by text, to stop you forgetting returns.
Lewis: Oh, yes please. That would really help.
Sonia: Great. Let me bring up the form. OK. What’s your full name?
Lewis: Lewis Redmond.
Sonia: And can you spell the surname for me?
Lewis: Yes, R E D M O N D.
Sonia: Perfect, thank you. Now, your address?
Lewis: It’s on Rosewood Drive, number, hang on. I nearly said fourteen, but that’s the old place. It’s 40. So, 40 Rosewood Drive.
Sonia: No problem, forty Rosewood Drive. And the postcode?
Lewis: SE8 2LT.
Sonia: SE8 2LT, got it. Now I just need a couple of preferences for your account. First, the borrowing limit. Most adults can take ten, actually, sorry, it’s 12 items at a time.
Lewis: Twelve is plenty.
Sonia: Good. Will you need to book a computer? People use them for emails, online forms, that sort of thing.
Lewis: Yes, I will.
Sonia: And printing, will you be using the printer? We also have scanning, but printing’s the usual request.
Lewis: Printer, yes, occasionally.
Sonia: OK. You can add credit online or at the desk. Something people often struggle with is remembering their account PIN for the self-service machines.
Lewis: That’ll be me. I’m hopeless with numbers.
Sonia: Happens all the time, if you forget it, we can reset it. Also, you can renew loans through the app, so you don’t have to come in just to extend items.
Lewis: That’s handy.
Sonia: And just to be clear, if anything goes overdue, returning it promptly helps you avoid a fine.
Lewis: Right.
Sonia: We also have quiet areas. If you need something private, there’s a small study room you can book. There’s a charge of four pounds per hour for advance bookings.
Lewis: OK, fair enough.
Sonia: One more cost, if you lose your card there’s a replacement fee, and if you want it sent out there’s extra postage. Most people prefer to collect it.
Lewis: I’ll collect it.
Sonia: Great. And using the app and self-service usually reduces waiting, especially between twelve and two. That’s everything.
