Reopening - General Questions
How many reopening phases are there going to be?
Currently, the phases are:
|First phase||Acceptance of returned materials|
|Second phase||Curbside pickup of materials on hold|
|Third phase||Limited access to the building|
|Fourth phase||Normal operations|
We aren’t able to assign dates to future phases, as much depends on current health conditions, any directives from the Governor’s office and the Oakland County Health Department, the City of Troy, and the readiness of the TPL facility to accept members of the public.
What is to be expected in each phase?
In the curbside phase, patrons can place materials on hold and when they have been notified that their holds are available, they can make an appointment here to come and pick them up in the northwest Library parking lot. Please visit here for more information. In Phase 3, limited access, we will have to limit the number of people who are in the building at any one time. Patrons will be able to enter the building to pick up material but in a “grab and go” sense. Study areas, public computers and children’s play areas will not be open. In Phase 4, normal operations will resume.
I’m not ready to return my books until TPL’s building is open to the public. Can I wait until whenever I’m ready without being fined?
Currently, all items are due on Monday, July 13. You should return them or renew them prior to that date, if you would like to keep the materials longer than July 13.
TPL renewed all of the items checked out until July 13, so no one would have to worry about overdue fines during that time.
What date can I return to TPL’s building? I miss it so much!
We miss you too! We are working on getting the building ready to allow members of the public inside, but there is a lot that goes into it. We have to move/remove furniture, put up safety shields and signage, and sticker the entire building with social distancing decals. This is just a small portion of what needs to be done. Our main priority is to keep you and the library staff safe.
Are you accepting volunteers to help check-in and shelve library items?
We appreciate the kind offer to volunteer very much! However, due to social distancing guidelines, we are not able to have all the staff working as we used to. For example, in a work area that used to accommodate 6 people, we can now have only 3-4 people. We are scheduling staff so that the work gets done and keeps everyone safe. We are unable to introduce volunteers into that environment at this time.
What sanitary measures are being taken so that I will be safe when I return to TPL?
We are putting social distancing markers throughout the building; we are moving furniture so there is an appropriate distance between people. We have hand sanitizer everywhere. Sneeze guards and safety shields are being installed. All staff are wearing masks. We ask all patrons to wear masks as well. We are quarantining returned items for at least 72 hours before checking them in and reshelving them.
How do I sign-up to get information about the library?
When will the library be open for computer access?
We aren’t able to assign a date to that just yet. Please stay tuned to our website and subscribe to our eNewsletter here for updates.
How do I request that you order the following item for the library?
Please email firstname.lastname@example.org.
Circulation, Returns & Curbside Pickup
How can I get a library card?
Until we’re able to allow patrons in the building, you can apply for a library card online at troypl.org/getacard.
I do not live in Troy, but work in Troy, can I get a library card so that I can download items?
You are eligible for a temporary library card which gives access to our digital services. Please use your work address when completing the online application.
How do I get an elibrary card for my son? Is he supposed to use his student ID?
You can opt in for a student eCard through Troy School District’s PowerSchool. Click here for instructions.
I have a temporary card to access digital services, can I check out physical material for curbside pickup?
Yes, please e-mail your temporary card number to Getacard@troymi.gov and we will assist you in obtaining a physical card for access to material via curbside pickup.
How/when can I get/renew a library card?
Until we’re able to allow patrons in the building, you can apply for a temporary library card online here. Library cards due to expire in 2020 have been renewed until December 31, 2020.
I have a temporary library card to access digital services that expires on June 15, 2020. How do I renew it?
All temporary library cards issued during our closure have been renewed until December 31, 2020.
My library card number isn’t working for downloading materials.
You can email email@example.com or call 248.524.3542.
Why is there a block on my account?
Please contact the circulation department at 248.524.3538 ext. 1 to discuss your account.
Do I need to renew my items?
Items checked out since we began curbside pickup have normal loan periods of 7, 14 or 28 days. Please note overdue fines are not accruing while the library is closed to the public. If you would like to keep your item past its due date, you will need to renew it.
How can I pay my fines?
You can pay your fines with a credit card online by logging into your account and clicking on the ‘Fines and Fees’ link on the left side of the screen.
If I had fines before the library closing will my account be blocked from accessing digital content again when curbside pickup starts or when the library is open to patrons?
We have temporarily raised the fine threshold. Fines below $50 will not block access to our services.
When can I return my items?
Monday–Thursday, 10 am–7 pm & Saturday 10 am–5 pm.
When can I return materials from other libraries?
Our delivery to other libraries has resumed so you can return that material along with your TPL material at the walk-up drop boxes.
When can I get items through MeL?
MeLCat service resumes on Tuesday, September 8, 2020.
I returned my book, but it’s still on my account. Can you check on it?
Due to the high volume of returns, we’re asking patrons to give us 10 days before checking on their accounts. If after 10 days the item is still on your record, please contact the circulation department at 248.524.3538 ext. 1 or email firstname.lastname@example.org.
How do I return something that won’t fit into the book drop? (Experience Kit, Shelf Awareness Box, etc.)
Book Club Kits, Experience Kits, Wonder Bundles, and Universal Access Kits that will not fit in the return slots can be returned every Monday from 10 am–6 pm to the large marked bin located right next to the walk up material returns at the main entrance. Staff will monitor the bin throughout the day. These items will be quarantined along with all other materials.
I had an item being held before the library closed, will it be there when the library reopens?
Patrons who had material held when the library closed have been notified and instructed on how to schedule a curbside pickup appointment. If you believe you had an item being held and did not receive a hold notice please contact the library at 248.524.3538 ext. 1.
I got a notice that my hold is available, when can I pick it up?
Click here to schedule a curbside pickup appointment or call 248.524.3538 ext. 2.
Can I reserve a Curbside Pickup spot today?
Curbside Pickup reservations must be made a day in advance. We could try and find a spot for you tomorrow.
How does Curbside Pickup Work?
Please visit our Curbside Pickup webpage for instructions.
What if there are no available curbside pickup appointments and my hold is expiring?
Please call the library at: 248.524.3538 ext. 1 or email us at email@example.com so we can extend the hold for you through the next available pickup time.
Can I pick up all items at one time or do I have to make a separate appointment for each new hold that arrives?
Each morning we gather all the holds for the day's appointments. We cannot guarantee holds that are filled after 10 am on the day of your appointment. You will need to schedule another appointment for any additional holds that have become available for you.
I have a temporary digital card. Can I place holds on materials?
Holders of temporary digital cards cannot place holds on physical material. These cards are to meant to provide access to digital service while our doors are closed. Temporary digital card holders will not be able to place holds on physical material until the building is open to the public as we need to verify residency. At that time, patrons that have a temporary digital card will be able to come in and get their permanent card.
I don’t live in Troy. Can I register for a card from my home library (i.e. Clawson, Royal Oak, Madison Heights) at Troy Public Library?
We are currently not able to register cards from surrounding libraries to be able to check out items. We will resume this service when the library reopens to the public.
When can I start placing a hold?
You can begin placing holds on Monday, June 15. However, we ask for your patience as holds may not be fulfilled for up to 72 hours.
Should I reserve a Curbside slot as soon as I place my hold?
Please wait until you have received a notice letting you know your hold is ready before reserving a Curbside pickup slot.
How do I place a hold?
You can place a hold by going to our website at troypl.org and searching for your titles in the search box in the upper right-hand corner. You will need your library card and PIN to place your hold.
You can also call the library at 248.524.3538 to be directed to our Youth or Adult reference desks and a librarian can help you place your hold.
Why did I receive a HITS item to fill my hold request?
We are trying to fill as many holds as possible for patrons. Since the library is currently closed to the public HITS items are temporarily being checked out for normal loan period with standard fine rates.
I am only allowed to put 15 items on hold, but I have many hold requests on items that I have been waiting on for a long time. How can I still check out some items right now?
There is a way that you can place holds for items that are available right now while waiting for your other holds. If you suspend your current holds you will be allowed to request 15 items that are “available.” Follow the directions below.
On the bottom of the requests page of your account you will see a “suspend/reactive” button. If you suspend all of your active holds you will then be able to place additional holds. You can have a total of 15 “Held” and “Pending” holds. Pending holds are items you have requested that are “available” that you are waiting to be filled. Once you have placed those additional holds go back to the same “suspend/reactivate” button and reactivate your “inactive” holds.
When you suspend your holds you do not lose your place in line.
I have a temporary digital card. Can I place holds on materials?
Holders of temporary digital cards cannot place holds on physical material. These cards are meant to provide access to digital service while our doors are closed. Temporary digital card holders will not be able to place holds on physical material until the building is open to the public as we need to verify residency. At that time, patrons that have a temporary digital card will be able to come in and get their permanent card.
Technology questions – ebooks, downloadables, etc.
Email firstname.lastname@example.org or call 248.524.3542.
Can I get books delivered to my house?
Outreach librarians are happy to deliver books to those residents who cannot physically get to the library due to disability or permanent illness. Patrons who qualify for this service can set up their first delivery by filling out our outreach request form or by calling 248.680.7297.
Is there still credit free content on Hoopla and Kanopy?
Hoopla Bonus Borrows ended May 31. Kanopy Kids and Credit Free Viewing collections also ended May 31.
Can I still access Ancestry.com from home?
Right now, yes, until September 30. Ancestry may not continue that feature. Please stay tuned to the eNewsletter for any changes.
How do I register for a Zoom program?
Register using the calendar on our website as you would with our in-person programs.
Are you having a Summer Reading Program this year?
Yes. We have a summer challenge for all age groups. Go to troypl.org/SLP to register. There is also a Beanstack Tracker app to make it easier to log activities and reading for the whole family.
How do we pickup our summer prizes?
We will schedule times at the end of our Summer Library Program when you can stop by to collect prizes for Youth and Teens. Adult prizes will be mailed. Our Summer Library Program ends on August 7. We will send out information about prize pickup closer to that date.
I have a program that I would like to present at TPL.
Please fill out the program submission form here. Please note that all TPL programs are virtual at this time, so please do not submit this form unless you are able to present your program online.
I just registered my child for a Youth program on Zoom, but did not get the Zoom meeting information.
Zoom details for our Youth Programs are sent out in an email the morning of the program. We send it to the email you used in your registration. If it is the day of the program and you didn’t receive that email, call 248.524.3541 and a librarian can email you the details.
How long are library events going to be “virtual”?
We expect to run virtual programming through the summer, through Labor Day weekend. After that, we will determine the viability of bringing back live programs, based on the current state of public health, guidelines regarding building capacity and social distancing, and any other relevant factors.
Friends of the Library/Donations/Volunteering
When can I donate books?
We are not accepting donations of materials at this time. Any materials donated or left at TPL will be recycled.
When will the FTPL book shop be open?
We are not able to provide a date at the present time. Please stay tuned to TPL’s website, the Friends’ website, social media and the eNewsletter for updates.
Are you accepting volunteers to help check-in and shelve library items?
We appreciate the offer to volunteer very much! Due to social distancing guidelines, we are not able to have all of our staff working as we used to. For example, in a work area that used to accommodate 6 people, we can now have only 3-4 people. We are scheduling staff so that the work gets done and everyone stays safe. We are not able to introduce volunteers into the environment at this time.