 |
|
|||||||||||||||
Information Services Policy
I. General Statement of Service Philosophy
A. Mission Statement
The goal of information services at SJCPL is to provide consistent and high quality public service in response to user requests by helping customers obtain materials and providing: accurate information, readers' advisory, and user instruction. Information services activities should be delivered in an efficient, timely, courteous, and impartial manner. In support of this goal, the philosophy of service of information services includes the following tenets:
1. Users of all ages and circumstances, including individuals with special needs, are to be treated with equal attention and with sensitivity to their particular needs.
2. All requests by users for information are legitimate and are to be handled as such.
3. Users are to receive information, not staff opinions, in response to their requests. It is the responsibility of staff to provide information in an impartial and business-like manner, even when it is contrary to their personal beliefs.
4. In order to provide accurate and authoritative information, every response should have a published source and the citation of the source should be given.
5. As part of their professional work, librarians assist customers in choosing materials. Readers' advisory should be based on a thorough, continuing and up-to-date knowledge of the collection and should be unbiased.
6. Information services staff subscribe to the American Library Association's "Code of Ethics, 1995." (See Appendix A)
7. In all cases staff will strive to give as much help as possible.
8. If a question cannot be answered, staff will make a referral to another information resource or organization.
B. Definition of Library User
SJCPL serves as an information hub for all residents or property owners in the eight townships it serves: Centre, Clay, German, Greene, Liberty, Portage, Union and Warren. These users, PLAC card holders, fee card holders, and those who come into or telephone our facilities, will receive our basic services at no cost. Some services may be subject to fees established by the Library.
C. Definitions of Reference
1. Ready reference - a search which requires little, if any interaction with the customer in determining the nature of the inquiry and search strategy which would best provide the answer. Ready reference questions are those in which answers can be found and read in 10 minutes or less. Within this time limit, no more than 5 questions should be answered.
2. Intermediate reference - a search which requires up to 20 minutes to provide an answer. Intermediate reference requires more interaction with the customer in determining the nature of the inquiry and search strategy.
3. Extended reference - requires considerable interaction with the customer in the development of strategies to find the best answer in the most cost effective way. It generally requires an appointment. (See Section E, Reference Service by Appointment.)
4. Directional transaction - informational contact which facilitates the use of the library and its environs and which may involve the use of sources describing the library such as schedules and floor plans.
5. Instruction on using printed and electronic resources is limited to 20 minutes or less.
D. Reference Questions which Require Special Approaches
1. Medical Questions
a. Because Library staff members are not health care professionals, they cannot offer medical advice or an interpretation of medical information. Interpretation is defined as the explanation of what is not immediately plain, explicit, or unmistakable. Prognoses will not be read over the telephone.
b. Staff members will assist customers in the library in finding information about a disease or medical condition using print and non-print sources.
c. Staff members may read a definition over the telephone of a medical term or description of a disease or condition from an available source. The source will be cited, and quoted verbatim. When the definition is difficult to understand, staff will define terms used in the definition or description by using other sources, but will not give an interpretation of the term.
d. Staff members may read brief information over the telephone about prescription drugs from the Physicians' Desk Reference and other drug dictionaries when the name of the drug is given. The source will be cited and quoted verbatim with no interpretation. Terms used in the text will be defined by using another source. Staff will not identify a drug from a physical description, nor give recommended dosages.
e. Staff members will advise customers to consult a medical specialist when additional information is needed; however, they will not recommend a specific physician.
f. Staff members will refer customers to other health agencies in the area when these resources seem most appropriate to answer the customer's needs.
g. Before or after a reference telephone transaction, the customer will be informed that staff members are reading from the best available library sources; there may be other authorities or more current information.
2. Legal Questions
a. Because library staff members are not attorneys they can not offer legal advice or any interpretation of the law or legal terms. Interpretation is defined as the explanation of what is not immediately plain, explicit, or unmistakable. Although staff members will be as helpful as possible in locating and providing necessary legal materials, it is the responsibility of the customer to determine what the law "means."
b. Staff members may read over the telephone a definition found in a law dictionary.
c. Staff members will direct customers to the U.S. Code, the Indiana Code, the Municipal Code and other legal resources.
d. Staff members may assist customers in the use of legal materials, explaining their organization and format.
e. Staff members will advise customers to consult an attorney when additional information is needed; however, they will not recommend a specific attorney.
f. Staff members will refer customers to local law libraries to research specific case law.
g. Before or after a reference telephone transaction, the customer will be informed that staff members are reading from the best available library sources; there may be other authorities or more current information.
3. Financial, Tax, Appraisal and Other Professional Services Questions
Staff should use the full range of reference interview skills when working with customers on these topics. Customers should be encouraged to consult professionals in the appropriate field rather than to rely on printed sources alone. Brief definitions and descriptions can be read verbatim from published sources in answer to telephoned inquiries. Additionally, callers should be encouraged to come to the library to avail themselves of a variety of sources to make informed decisions. Staff do not interpret, give opinions, advise, or make appraisals.
4. Translations
Foreign language translation is limited to words and phrases found in current reference sources. Staff do not translate documents for the public due to foreign language proficiency problems, time constraints, and far-ranging legal ramifications that could result. Staff will refer requests for translations beyond this scope to appropriate community resources, including foreign language departments of local colleges and universities and the Library's Community Connection database which lists current ethnic clubs and organizations.
II. Reference Service at Desks/Service Points
A. Services offered to library users at the reference desk and/or other service points.
1. Ready reference
2. Intermediate reference
3. Directional and operational information
4. Instruction on using printed and electronic resources.
B. Priorities
1. Priority is given to on-site inquiries over telephone inquiries.
2. On-site questions are answered on a first-come first-served basis.
C. Time limits
Questions requiring more than 20 minutes of assistance should generally be handled on an appointment basis. (See Section XII, Limitations of Reference Service
D. Parameters of conduct
Staff should adhere to the Customer Service at Information Desks Guidelines. (See Appendix B)
E. ConfidentialityInformation services staff subscribe to the American Library Association's "Code of Ethics, 1995." (See Appendix A)
III. Telephone Reference
A. Services offered via telephone
1. Ready reference
2. Directional information - will forward calls to the appropriate department.
B. Priorities
1. Priority is given to on-site inquiries over telephone inquiries.
2. Telephone inquiries will be answered in the order in which they are received.
C. Time limits/Scope of service
1. Staff will attempt to search and answer all telephone information questions within a 10 minute time limit. (See Section XII, Limitations of Reference Service)
2. Within this time limit, no more than 5 questions should be answered; nearby addresses from the city directory are limited to two during one call.
3. Staff will consult only ready reference sources and encyclopedias for homework and trivia contest queries.
4. Staff will not "do" homework assignments. Students/parents will be invited to come to the library and will be assisted in finding materials. Instruction will be given on the OPAC and appropriate electronic and print reference sources.
5. Requests that are not resolved within the time limit will be:
a. Left unanswered. The requester will be asked to come to the library to continue research with staff assistance.
b. Staff may, in some cases, take the customer's telephone number and call them back. Staff do not make long distance calls outside the library's service area unless they are collect.
D. Parameters of conduct
The words, inflection, and tone with which the telephone is answered should indicate a willingness to assist the caller.
E. Confidentiality
1. Information services staff subscribe to the American Library Association's "Code of Ethics, 1995." (See Appendix A)
2. Staff will leave messages for the customer on answering machines or voice mail unless instructed to do otherwise.
IV. Reference Service via Electronic Correspondence
A. Services offered via electronic correspondence
1. Ready reference
2. Intermediate reference
B. Priorities
Priority is given to on-site and telephone inquiries over electronic inquiries.
C. Time limits/Scope of service
1. A reply will be made to electronic inquiries normally within 2 business days, Monday through Friday.
2. Users are limited to 1 inquiry in 24 hours.
3. Electronic reference service is offered to SJCPL cardholders only. The exception will be questions concerning local information which can only be answered by sources unique to our collection.
4. The service will be provided by the Adult Reference Department; inquiries will be forwarded to another department or branch if appropriate.
D. Parameters of conduct
The response should reflect the library favorably in form, content, and grammar.
E. Confidentiality
1. Information services staff subscribe to the American Library Association's "Code of Ethics, 1995." (See Appendix A)
2. Inquiries and their responses will be kept for 30 days to assure the customer's receipt of response, then the request will be saved and archived with the customer's identification removed.
V. Reference Service via Written Correspondence
A. Services offered via written correspondence
A reply will be made to correspondence received by SJCPL.
B. Priorities
Priority is given to on-site and telephone inquiries over written inquiries.
C. Time limits/Scope of service
1. A reply will be made to reference correspondence normally within 7 days of receipt of letter.
2. Letter writers who reside within the Library's service area may be answered via telephone, if appropriate.
3. Letter writers from outside the SJCPL service area will be sent a form letter referring them to their local library for general information.
4. Letters containing questions concerning local information and/or answered in sources unique to our collection may be answered in detail.
5. Staff will limit their search to 30 minutes before referring the letter writer to another source.
D. Parameters of conduct
The response should reflect the library favorably in form, content, and grammar. The response should be on official stationery or cardstock; a computer or typewriter should be used.
E. Confidentiality
a. Information services staff subscribe to the American Library Association's "Code of Ethics, 1995." (See Appendix A)
b. Letters and their responses will be kept for 30 days to assure the customer's receipt of response, then the request will be destroyed.
F. Fees
There will be a $1.00 minimum for photocopies up to ten pages, and $.10 per page thereafter.
VI. Reference Service by Appointment
A. Services offered by appointment Librarians have the option of scheduling reference appointments:
1. For research interviews before an online search (see Section VIII, Online Reference Services)
2. For extended instruction sessions (for example, Census CD-ROM or Internet instruction)
3. For questions that require considerable interaction with the customer in the development of strategies to find the best answer in the most cost effective way.
B. Priorities
Priority is given to on-site ready and intermediate reference questions and telephone inquiries.
C. Time limits/Scope of service
1. Appointments should generally last no longer than 30 minutes.
2. Appointments will vary according to the staff time available; limits may be set to ensure that other customers will be able to obtain service. (See Section L, Limitations of Reference Service.)
D. Parameters of conduct
Staff should adhere to the Customer Service at Information Desks Guidelines. (See Appendix B)
E. Confidentiality
Information services staff subscribe to the American Library Association's "Code of Ethics, 1995." (See Appendix A)
F. Fees
For users within the library's service area there is no charge. For users outside the library's service area there is a charge of $25.00 per half hour of staff time, to be paid at the time of service. Other fees may be applicable.
VII. On-Site End User Electronic Reference Service
A. Online public access catalogs1. All users eligible.
2. Instructional assistance from staff is limited to 20 minutes or less; on screen help and instructional brochures are available.
3. Use of the public access catalogs is on a first-come, first-served basis; no appointments will be taken.
4. No charges apply.
B. Public access workstations
1. All users eligible.
2. Instructional assistance from staff is limited to 20 minutes or less; on screen help and instructional brochures are available.
3. Use of public access workstations is on a first-come, first-served basis; no appointments will be taken.
4. There is a 60 minute time limit on equipment when others are waiting.
5. Downloading of information to a customer-supplied disk is allowed, within the limits established by copyright laws.
6. The Library is not responsible for the loss of or damage to personal disks.
7. Customers may not alter or attach equipment to the Library's hardware.
8. Customers may be held financially responsible for any damage which they cause to the Library's hardware and/or software.
9. Public access workstation use is free; printouts are 15 cents per page. Printouts made by children in the Children's Room or by children at the branches are free for the first printout per day. Additional printouts will be 15 cents per page.
10. Branches or departments may require user to sign in at the information desk and leave required ID (see D. Internet workstations, part 1) with librarian. The user will be given a keyboard and mouse. The user must return the keyboard and mouse to the librarian and sign off before identification will be returned.
C. CD-ROMs
1. All users eligible.
2. Instructional assistance from staff is limited to 20 minutes or less; on screen help and instructional handouts are available.
3. There is a 30 minute time limit on equipment when others are waiting.
4. Downloading of information to a customer-supplied disk is allowed, within the limits established by copyright laws.
5. The Library is not responsible for the loss of or damage to personal disks.
6. Customers may not alter or attach equipment to the Library's hardware.
7. Customers may be held financially responsible for any damage which they cause to the Library's hardware and/or software.
8. Use of the CD-ROM workstations is on a first-come, first served basis; appointments will not be taken.
9. CD-ROM use is free; printouts are 15 cents per page. Printouts made by children in the Children's Room or by children at the branches are free for the first printout per day. Additional printouts will be 15 cents per page.
D. Internet workstations
1. All users with valid identification are eligible.User's must have a valid driver's license (Indiana or other), valid library card (SJCPL or other), or a valid school I.D. card (with picture). Other acceptable identification is limited to the following: valid State of Indiana I.D., current utility bill showing the individual's name and address, or a letter from a governmental agency (on stationery with letterhead) verifying the individual's name and address. Consult the SJCPL Public Service Policy Manual Appendix Page N regarding supplemental and alternative forms of identification.
2. Instructional assistance from staff is limited to 20 minutes or less.
3. Time limits
a. An individual has up to 1 hour if others are waiting; 2 hours maximum if no one is waiting, regardless of how many terminals are used. On Sundays, however, an individual has up to one half hour if others are waiting; one hour maximum if no one is waiting, regardless of how many terminals are used.
b. In order to maximize availability of Internet stations for all users, each individual is limited to a total of 2 hours per day, regardless of how many terminals are used.
c. Use of the Internet stations is on a first-come, first-served basis; no appointments will be taken.
d. Users are required to sign in at the information desk and leave required identification with librarian. The user will be given a keyboard and mouse.
e. User must return the keyboard and mouse to the librarian and sign-off before identification is returned.
f. No charges apply for use of the workstation; prints are 15 cents per page. Printouts made by children in the Children's Room or children at the branches are free for the first printout per day. Additional printouts will be 15 cents per page.
E. Discovery Stations for Audio-Visual Services & Children's Services
1. Audio-Visual Services
a. All users with valid identification are eligible.
1. User's must have a valid driver's license (Indiana or other), valid library card (SJCPL or other), or a valid school I.D. card (with picture). Other acceptable identification is limited to the following: valid State of Indiana I.D., current utility bill showing the individual's name and address, or a letter from a governmental agency (on stationery with letterhead) verifying the individual's name and address. Consult the SJCPL Public Service Policy Manual Appendix Page N regarding supplemental and alternative forms of identification.
2. Users are required to sign in at the information desk and leave required identification with librarian.
b. Staff provides limited assistance for basic start up procedures. If clients have never used computers or have specific questions about software, there are instructional manuals, self-help tutorials and videos available for use.
c. Time limits
1. An individual has up to 1 hour if others are waiting.
2. Use of the Discovery Stations is on a first-come, first-served basis; no appointments will be taken.
d. SJCPL provides various software applications. Clients are limited to the programs provided by the library.
e. Clients using the Discovery Stations may not save to the computer hard drives, but may bring in 3.5" floppy disks to save their work. (Disks are available for purchase at the Return Desk. The IBM-compatibles require high density disks.)
f. All data diskettes and programs will automatically be scanned by an anti- virus program when inserted into the disk drive.
g. Users may not alter or attach equipment to the library's hardware.
h. SJCPL is not responsible for any loss or damage to personal software.
i. The library charges a fee of $.50 per 15 minutes for use of computers and software, and a fee of $.15 per page for laser printing.
2. Children's Services
a. All users with valid identification are eligible, subject to the following age restrictions:
1. To use the computer independently, a child should be 8 years old and have his/her own library card (SJCPL or other) or a valid school I.D. (with picture). Other acceptable identification is limited to the following: parent's valid library card (SJCPL or other), parent's valid driver's license (Indiana or other), parent's State of Indiana I.D., parent's current utility bill showing individual's name and address, or a letter from a governmental agency (on stationery with letterhead) verifying the parent's name and address. Consult the SJCPL Public Service Policy Manual Appendix Page N regarding supplemental and alternative forms of identification for parents.
2. Children are required to sign in at the information desk and leave required identification with the librarian.
3. A child under 8 years old should have a parent, caregiver or older sibling sitting with them at the computer workstation.
4. Children beyond 8th grade should use the Discovery Station computers in Audio-Visual Services.
b. Staff provides limited assistance for start-up procedures and troubleshooting.
c. Time limits
1. A child has a minimum of one half hour per day. If no one is waiting, the time limit may be extended.
2. Use of the Children's Services Discovery Stations is on a first-come, first-served basis; no appointments will be taken.
d. Two children only should sit at a computer workstation.
e. SJCPL provides various software programs. Children are limited to the software provided by the library.
f. Children may not save to the computer hard drives, but may bring in 3.5" floppy disks to save their work. (Disks are available for purchase at the Return Desk. The IBM-compatibles require high density disks.)
g. All data diskettes and programs will automatically be scanned by an anti- virus program when inserted into the disk drive.
h. Children's Discovery Station users may not alter or attach equipment to the library's hardware.
i. SJCPL is not responsible for any loss or damage to personal software.
j. All printing should be done with a staff member assisting. Each child may print one free printout per day. Additional printouts are available at the cost of 15 cents per page.
k. Normally, no new computer sign ups will be taken with less than 30 minutes remaining before library closing.
VIII. Online Reference Service
A. Definition of Online Service
SJCPL online service utilizes commercial online databases to enhance access to existing resources and to provide access to sources not available in the collection. A cost is incurred by the Library during a search for time spent accessing the databases and/or printing records from the database.
B. Online Services Offered
1. Quick online information searches
a. Quick online reference searches are conducted to locate needed information as efficiently as possible, and are without cost to the customer.
b. Quick online searches may be conducted as part of a reference transaction to:
1. verify or locate information in the most efficient and cost effective manner.
2. verify or locate a citation that will guide the customer to materials.
3. locate information too current to be included in print materials.
4. find information not available in other SJCPL resources.
5. make a brief preliminary online search of a database to determine whether an extended search would be warranted or beneficial.
c. Quick online information searches are conducted at the discretion of the staff. As a general guideline, quick searches are $15 or less in database, telecommunications, and print fees.
2. Extended Online Searches
a. The purpose of an extended online search is to provide users with access to a wide range of information and bibliographic sources on a topic.
b. Extended searches are conducted:
A. by appointment.
B. on demand, if trained staff are on duty and there is sufficient time to conduct the search.
C. Staffing
Online searches are performed by Adult Reference and Information Services staff. Most staff are trained to perform quick online searches of selected databases. A limited number of staff are trained to perform extended online searches.
D. Parameters of Conduct
Staff should adhere to the Customer Service at Information Desks Guidelines. (See Appendix B)
E. Confidentiality
Information services staff subscribe to the American Library Association's "Code of Ethics, 1995." (See Appendix A)
F. Fees for Extended Online Searches
1. SJCPL card holders, in good standing, are entitled to a $15 fee waiver. All charges over $15 must be paid by the customer.
2. Non-SJCPL card holders must pay the full cost of the search.
3. Payment in full is due when the search is picked up, regardless of the search outcome.
IX. Live Interactive Online Reference Service
Librarians will engage in a live "chat" session with library users to answer their reference questions and assist them in finding information. Library users online can watch and participate as librarians navigate the Internet and leased databases to find answers to their questions.
A. Services offered
1. Ready reference
2. Intermediate reference including instruction using online and electronic resources will be provided if other library users are not waiting.
B. Time limits/Scope of service
1. Sessions will be 5-7 minutes on average with a limit of 20 minutes. If another library user is waiting for service, the transaction will be limited to 7 minutes.
If the library user's question cannot be answered within session time limits, the library user may be asked to come into the library to continue their search with staff assistance. Staff may take the library user's telephone number or e-mail address and follow up later with additional information. Staff do not make long distance calls outside the library's service area unless they are collect.
2. Live online reference service is offered to SJCPL cardholders only.
3. The library user will be limited to 3 questions per session.
4. Up to 5 pages may be scanned and e-mailed to the library user to answer their question if time allows. If other library users are waiting, the pages may be scanned and e-mailed to the patron within 24 hours.
5. The service will be provided primarily by the Adult Reference Department; inquiries will be forwarded to another department or branch when appropriate.
C. Parameters of conduct
The librarian's response should reflect the Library favorably in form, content, and grammar.
D. Confidentiality
1. Information Services staff subscribe to the American Library Association's "Code of Ethics, 1995" (see Appendix A).
2. Transcripts of the inquiries and their responses will be archived by the service provider. Online reference inquiries may be made anonymously which will remove the name, phone number, and e-mail address from the transcript after the session is complete.
X. User Education
A. On-Site User Education
1. General Tours & Class Visits
a. Requests for general library tours and class visits should be made at least two weeks in advance and are limited to schools and organizations within the library's service area. Any group outside the library's service area may visit the library on its own. Outside groups are encouraged to call ahead to prevent conflicts with previously scheduled group tours or visits.
b. At the Main Library, tours and class visits for children preschool through 8th grade are arranged by Children's Services staff. Tours and class visits for high school students and adults are arranged by Adult Reference Services staff. When required, staff from appropriate departments will provide special assistance. Branch tours and visits are arranged by the Branch Head or Assistant.
c. No group touring or visiting the library shall exceed 30 in number.
d. Library tours and class visits will be scheduled as the library schedule permits. In order to accommodate all organizations within the library service area, tours and visits normally are limited to one per school year per class or group.
e. Staff assistance for a tour will be limited to a maximum of one hour. Any tour group is welcome to stay longer or work independently.
f. The ratio of one adult for every 10 children is required during tours and class visits.
2. Instructional Visits
a. Requests for library instructional visits should be made at least two weeks in advance and are limited to individuals and organizations within the library's service area.
b. At the Main Library, instructional visits for preschoolers through 8th grade are arranged by Children's Services staff. Instructional visits for high school students and adults are arranged by Adult Reference Services staff. When required, staff from appropriate departments will help provide special instruction. Branch instructional visits are arranged by the Branch Head or Assistant.
c. No group visiting the library shall exceed 30 in number.
d. Library instructional visits will be scheduled as the library schedule permits. In order to accommodate all organizations within the library service area, instructional visits normally are limited to one per school year per class or group.
e. Staff assistance for an instructional visit will be limited to one hour. Any group is welcome to stay longer to work independently.
f. The ratio of one adult for every 10 children is required during instructional tours.
B. Off-Site User Education
1. Visits to Schools
a. Visits to schools within the library's service area will be scheduled as time and staff schedules permit. Requests for visits must be made at least two weeks in advance.
b. There will be a limit of one visit to a class during the school year. Multiple classroom visits to one school should be scheduled for the same day.
c. All visits must be approved beforehand by the immediate supervisor and librarian.
2. Off-Site Library Programs
a. Visits and programs for organizations within the library's service area will be scheduled as time and staff schedules permit. Requests must be made at least one month in advance.
b. Ultimate responsibility for coordinating off-site library programs rests with the immediate supervisor and the appropriate coordinator.
XI. Document Delivery
Fax Service1. Services offered via fax
Fax service will supplement and enhance the delivery of reference service and interlibrary loan service. Currently, SJCPL does not act as a commercial fax service for customers. If customers need a place to send or receive personal Fax transmissions, they may be referred to the local telephone yellow pages under "
Fax Transmission Service."
2. Priorities
Priority is given to on-site and telephone inquiries.
3. Time Limits/Scope of Service
a. Every attempt will be made to fill requests within 24 hours. However, in person and telephone requests for information take precedence over Fax service. Due to these changeable factors, the Library will guarantee a maximum turn-around time of two business working days, Monday - Friday.
b. Only SJCPL cardholders are eligible for Fax document delivery service. All SJCPL cardholders requesting Fax service must be in good standing.
c. Quality of transmission cannot be guaranteed. It is the customer's responsibility to notify the Library immediately of any problem. The Library will try one additional time to transmit via Fax. If still unusable, the photocopied materiawill be sent to the customer via the U.S. Postal Service with charges for Fax.
d. Limit: 10 pages per customer request. There is no charge for the transmission sheet. The Library staff reserves the right to make exceptions regarding maximum number of pages requested.
e. All photocopies faxed to patrons will be accompanied with a Fax Transmission Form & Invoice citing bibliographic sources and any other relevant information.
f. Information will be faxed to the customer with copyright notification stamped on the first page.
4. Parameters of Conduct
Staff should adhere to the Customer Service at Information Desks Guidelines. (See Appendix B)
5. Confidentiality
Information services staff subscribe to the American Library Association's "Code of Ethics, 1995." (See Appendix A)
6. Fees
a. SJCPL cardholders will be charged a flat fee of $5.00 for Fax transmission up to 10 pages. For each additional 10 pages, or fraction thereof, an additional "basic charge" of $5.00 will be levied.
b. When a customer requests Fax delivery of a document from a non-library third- party (i.e., database search result, etc.), the customer will be charged the full cost of faxing plus the database search charge.
c. SJCPL patrons receiving Fax document delivery will receive charges via the Fax Transmission & Invoice. Payment is to be sent via check with the transmission form to Circulation Services within a 30 day period. Cash payment, also, may be accepted at the Circulation Return Desk. After 30 days, the Fax charges will be added to the patron's record under "fines." The basic charge of $5.00 will automatically set the cardholder as delinquent, thereby denying the cardholder check-out privileges and further Fax service.
XII. Limitations of Reference Service
The limit of reference service, of necessity, will vary according to several factors. These factors will include:
a. Number of customers needing assistance,
b. Number of staff available to help,
c. Complexity of materials, and
d. Amount of information needed.
Limits have been set to ensure that other customers will be able to obtain service. If staff is able, they may exceed suggested limits but they should make sure the customer is informed that such service is not always available. If it is not possible to provide the necessary service, the customer should be given suggestions for times when more help will be available. In all cases staff will strive to give as much help as possible and to explain limitations in a manner that will not offend the customer.
Appendix A
American Library Association's Code of Ethics
1. We provide the highest level of service to all library users through appropriate and usefully organized resources; equitable service policies; equitable access; and accurate, unbiased, and courteous responses to all requests.
2. We uphold the principles of intellectual freedom and resist all efforts to censor library resources.
3. We protect each library user's right to privacy and confidentiality with respect to information sought or received and resources consulted, borrowed, acquired or transmitted.
4. We recognize and respect intellectual property rights.
5. We treat co-workers and other colleagues with respect, fairness and good faith, and advocate conditions of employment that safeguard the rights and welfare of all employees of our institutions.
6. We do not advance private interests at the expense of library users, colleagues, or our employing institutions.
7. We distinguish between our personal convictions and professional duties and do not allow our personal beliefs to interfere with fair representation of the aims of our institutions or the provision of access to their information resources.
8. We strive for excellence in the profession by maintaining and enhancing our own knowledge and skills, by encouraging the professional development of co-workers, and by fostering the aspirations of the potential members of the profession. (Adopted by the ALA Council June 28, 1995)
APPENDIX B
CUSTOMER SERVICE AT INFORMATION DESKS GUIDELINES COMPETENT
COMMENDABLE1) acknowledge patrons who approach desk or are waiting for assistance by making eye contact with patrons and saying "May I help you?"
2) speak in pleasant tone of voice in person and on telephone
3) immediately recognize and acknowledge patrons needing assistance
4) maintain a professional demeanor at all times
5) frequently walk patrons to appropriate areas with minimal pointing
6) treat patrons with respect and equity regardless of differences, be nonjudgemental
7) attempt to avoid confrontations with patrons, demonstrate a willingness to learn how to defuse volatile situations
8) be aware of patrons in the vicinity of the information desk - conversations or work shouldn't prevent you from helping patrons; eliminate personal conversations at information desk including telephone conversations
9) demonstrate a willingness to receive, understand and answer patron queries
10) consult with other staff at desk for help finding answers to questions when needed
11) allow other staff to answer reference questions directed to them, intervene in another person's reference question only if you have knowledge that will help and the staff member indicates a need for help; offer assistance in a polite manner considerate of how it will appear to patron and to staff member
12) make appropriate intralibrary referrals to patrons to other library departments, calling first to confirm departments have information needed; suggest resources outside of library system to answer patron questions so that you don't have to say "I'm sorry we have nothing;" suggest interlibrary loan for appropriate materials
13) demonstrate knowledge of and willingness to increase your knowledge of paper reference sources and computer systems including online catalogs, online databases, CD ROM indexes, etc.
14) acquire bibliographic instruction skills, ability to explain how to use computer systems, reference sources, and other information sources in department
15) encourage customers to return to make further enquiries if they do not find exactly what they want
16) when materials are available at branches ask patrons if they prefer staff to call for books or if they will call themselves.
EXCEPTIONAL1) perform at competent standards 90% of time
2) use judgement about when to walk patrons to stacks or when to point according to patrons' needs i. e. familiarity with library; take patrons to materials rather than pointing to locations; if patrons indicate a willingness to locate materials on their own verbal directions may be given to customers
3) avoid confrontations with patrons, demonstrate a willingness to learn how to diffuse volatile situations
4) accurately understand and answer patron queries
5) be sensitive to patrons' library skills and use that assessment to pattern your responses to their questions - do you need to walk them to the stacks or give them in-depth instructions on the CD ROM indexes? preferred way to serve patrons is to explain library's arrangement of materials, instruct them in use of library's catalog, CD ROM databases, etc.; this method is followed when patrons show a willingness to learn how to use library resources; if such willingness is not displayed staff take on more responsibility in locating material or information needed by patrons
6) take full ownership of patron questions or machine problems until solution is reached.
1) perform at commendable standards 90% of time
2) develop in-depth knowledge of resources in department, know best sources to answer questions
3) use good judgement
4) train staff in use of reference sources
5) help with others' reference questions
6) develop ability to balance time spent helping patrons with need to be at reference desk during your allotted stint.
___________________________________________________________
Methods of measurement1) observation by supervisor
2) patron commendations/complaints
3) feedback from other departments and staff
4) count interlibrary loans initiated by staff
5) patrons requests for materials taken by staff
SJCPL - Footer
c2008 St. Joseph County Public Library 304 S. Main Street South Bend, Indiana 46601
Questions about this site can be sent to: webmaster@sjcpl.org
http://www.libraryforlife.org | Site Map