Reject question

This Reject page will record your rejection of a question, send a message to the client advising them of that rejection, optionally send a message to the allocated staff member advising them of the question’s closure by rejection if the question is being rejected by someone other than the allocated staff member, and then close the question. It can be used by reference staff at any time during the process of responding to a question, but cannot be used by general staff.

Using this screen

Question summary:
At the top of the screen a short summary of this question is provided so that you can be sure you are working on the right question. It shows:
– the Request type of the question and the ability to change it,
– the Question, and any attachment/s submitted with the question, together with a “Manage question attachments” link that allows more client attachments to be added, or existing ones to be removed
– a summary of any Item information in relation to this question (as defined for this request form),
– the Answer if one has previously been provided, and
– the Assigned staff member.

Rejection:

Reason for rejection : Choose the most appropriate reason from the drop down box so that statistics about rejections can be obtained. The client will see this information.

Explanation for client : You may enter an explanation for the client into this field that elaborates on the reason for rejection e.g. “It might be better for you to approach a structural engineer in regard to this question.”
Information you enter in this field will be provided to the client as an explanation within the rejection standard email (if they have requested contact by email).
Note that this is a QuickText enabled field so text could be automatically inserted into it by   QuickText  , or if you double click in this field there could be standard QuickText available for insertion from a subwindow by simply double clicking on the most appropriate text.

Note for internal use only: You may enter additional explanatory words here e.g. “This person is a repeat offender”.
This information will NOT be provided to the client.
Any information you enter in this field is searchable by Librarians using the Search screen’s search Action notes option.
Note that this is a QuickText enabled field so text could be automatically inserted into it by QuickText, or if you double click in this field there could be standard text available for insertion from a subwindow by simply double clicking on the most appropriate text.

Notify client: Default is to notify the client. Click No if the client does not need to be notified e.g. if you have just told them of the rejection at the information desk.

If the client contact method is email, and you choose Yes to this question, an email will be sent upon saving of this screen.

If other contact methods apply, the contact information will be shown on this screen under a Client details heading, and you will be given the choice to contact the client now, or to receive an email message (to you) to remind you to call the client later. Where contact method is fax, clicking on I will inform the client later, send me a reminder, could be helpful in providing the answer in a printed format that could form the basis of a fax.

Client details: This is the client contact information confirming the email address that the notice will be sent to, or providing the client name, phone and fax details when contact by a method other than email indicated in the Notify client section.

Notify staff member: This option only appears if this question is currently allocated to another staff member. Click on this box if you would like the currently assigned staff member to be sent an email advising them that the question has been rejected, and that they no longer need to work on this question. The email will automatically include your name as the person who Rejected the question.

Save/Send: Click on Save/Send to record your rejection, when you are happy with how you have completed filling out this screen.

The question will then be closed, but it will remain in the work database until your library defined archiving period has expired (when this is implemented), so that it can be retrieved at a later stage, if required, for example, if the client contacts the library with further details of the question that warrant its re-opening.