Difference between revisions of "CHAPTER 6 USERS SERVICES"

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6. Outreach - Outreach is used to bring young adults to the library. It can be used to advise/notify them of library programs and services in an effort to get these members of the community to use the resources available to them in the library. Cooperation with local schools, particularly high schools and mid schools is one very efficient way to develop outreach activities.
 
6. Outreach - Outreach is used to bring young adults to the library. It can be used to advise/notify them of library programs and services in an effort to get these members of the community to use the resources available to them in the library. Cooperation with local schools, particularly high schools and mid schools is one very efficient way to develop outreach activities.
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7.      Computer Access - If available, computers can be a valuable resource for young adults and can help bring them into the library. Computers can be used to teach tech classes, for homework, games, and online research and Internet access. If young adults are given access to the Internet, careful consideration to an Internet policy should be given. (example of internet policy for young adults)
  
 
***************Teen read week, banned book week
 
***************Teen read week, banned book week

Revision as of 15:15, 1 July 2007

A public library exists to serve all the residents of a community. The value of the public library depends upon its ability to provide services which meet the community's needs. This chapter discusses several of the basic services offered by most public libraries.


CIRCULATION

Circulation is the process which facilitates the loaning of library materials. Steps in the circulation process are:

1. Establishing a borrower registration procedure.

2. Establishing a circulation system (check-out and check-in library materials).

3. Establishing a system to return "overdue" library materials to the library.


Registration Procedure

Some form of a registration system is required to establish a borrower registration procedure. Figure 2 shows an example of a registration card which is filed alphabetically by the users last name and kept in the library for record purposes. A borrower's card is then issued to the patron. Information on the borrower's identification card usually includes dates of issuance or expiration in addition to borrower's name and address. Library rules and regulations are given to the borrower along with the card. See sample registration card figure 2, page 38.


Circulation Procedure

The purpose of the library's circulation (check-out) system is to allow the borrower to use library materials outside of the library while at the same time giving the library staff a record of materials on loan, the names of the borrowers and a date the materials are due. Steps for a simplified check-out procedure are:


1. When the borrower brings material(s) to be checked out to the counter, verify that the borrower does have a valid library card and that the materials may be used outside of the library. (For security and convenience it is often best to have the circulation desk near or at the point of exit.)


Number: Expires: ........................................................... (Do not Write Above This Line)

I hereby agree to obey all of the rules and regulations of the library.

Name (Printed):

Signature:

Home Address:

Home Phone:

Business Address:

Business Phone:

Parent’s Signature: (If borrower is under 13)

Figure 2. Registration Card


2. Remove the book card from the book pocket and have the borrower sign it using his/her signature, or borrower's card number, or both. If a library automation system is used the bar code will be scanned and the information recorded in the system.

3. Stamp the date due on the book card attached to the circulating material. Use an adjustable date stamp and ink for stamping the due date on the material.

4. File the book card by the due date in a date due file. This file should have dividers for each month of the year as well as for numbers up to 31 for each possible day of the month and one divider for overdue materials. The files and stamps can be ordered from a library supplier such as those given in Appendix D. If an automation system is used the computer will automatically make the date due.


To check materials in, follow these steps:

1. Check the due date of the materials being returned.

2. Collect overdue fines if the material is overdue and fines are charged.

3. Locate the book card in the appropriate divider and place it back in the book pocket of the returned item, or in the case of an automated system clear the item from the borrower's record.

4. Reshelve the materials.


Overdues

There is no recommended policy for handling overdue materials. Librarians have tried everything from charging no fines to charging heavy fines. No one system resolves the problem. Use a policy that best suits your library. Some suggested procedures include:

1. Mail an overdue notice to the borrower when materials are overdue. Add the due date and the name of item. The notice should be enclosed in a sealed envelope to protect the borrower's privacy.

2. If an email address is available, send a message to the borrower indicating the due date and name of overdue item.

3. If using a manual system, file the book card in the overdue section of the file either by the author's or borrower's last name and noting the date the notice was sent. Also consider dividing the overdue section into "First Notice” and "Second Notice".

4. If the overdue material is not returned send a second notice using a form letter. The letter would detail the overdue materials, their due dates and their replacement costs.

5. Re-file the book card noting the date the "Second Notice" was mailed.

6. If the overdue material is not returned, consider other courses of action including temporarily halting check-out privileges until the matter is resolved.

REFERENCE

A major function of a public library is to provide information. Public libraries generally have a separate reference section which contains materials frequently used for that purpose. The materials are not circulated outside the library and are identified with an "R" or "Ref" at the beginning of the call number. Materials in the reference section of the library are usually of two types:

1. Those that provide the information directly such as an encyclopedia, dictionary, directory, handbook, almanac, manual, yearbook, atlas, gazetteer and biographical sources.

2. Those that guide you to a source which has the information needed such as an index, bibliography and abstract.

Reference materials should be current, accurate, easy to use and relevant to the community. All of these factors should be considered when selecting them. A tool useful in selecting reference materials is:

Lang, Jovian, editor. Reference Sources for Small and Medium Sized Libraries, 5th edition. Chicago: American Library Association, 1992.

If material in the local library is not sufficient to answer patrons reference questions, other resources outside the library will need to be consulted. Large public and state libraries have many additional resources and skilled professionals to assist in locating information.

Librarians should keep a log or other record of the number and type of reference requests. This serves several purposes. It aids in collection development, in justifying budget requests and in planning. It is also useful to note on the record those questions which were answered at the local level.

The librarian should always be enthusiastic, knowledgeable, friendly and persistent in assisting users locate the information they need.

ONLINE/CD ROM

==Internet and Computer Access--

Having public access to computers and the Internet is common in many libraries, however, funding and reliable access to the Internet can be a problem for many small libraries.


Online and CD-ROM access to information are part of a new microcomputer technology that tribal libraries need to consider purchasing. The expense of these systems may delay the implementation of new technology into the tribal library but, sooner or later, tribal libraries must allow for telecommunications in their budget. Until they do, their collection of information will be limited to what is on their shelve and can not expand beyond the walls of the small library.

Telecommunications is any form of communication using an electronic device. This means that when you use a television, a radio or a telephone, you are using telecommunications.


Online

An online service is database accessed by a computer that performs the functions of a shopping mall, a newspaper, a social club, a library, and a post office. You can call an online service and use it to order products, retrieve information, confer with fellow computer users, and send or receive electronic mail. Online charges can range from $6.00 per hour to $22.50 per hour.

To understand online telecommunications, you need to understand what a modem is, how it works and some basic theory behind telecommunications software.

A modem is an electronic devise for transmitting data over telephone lines. The word "modem" is an acronym, short for MODulation DEModulation unit. A modem changes electronic signals from the computer into sound and transmits that sound over a telephone line. To receive data, sounds sent over the phone line are changed into signals the computer can understand. Modems come in different speeds. This transmission and reception rate of bits of information is called its baud rate. The most common baud rates in current use are 1200,2400 or9600. Modems may be internally installed in your microcomputer or externally in a separate unit that can set next to the hard disk. The approximate price for a 2400-baud may range from$70 to $150. Consult with vendor representatives for recommendations as to what is best for your library.

Tribal libraries will find that using remote bulletin board systems will enable them to send messages to other tribal libraries, for assistance and sharing information. Several large university libraries, public libraries and national networks provide bibliographic information on their collection which can be accessible to you through a modem.


CD-ROM

CD-ROM, which stand for Compact Disk-Read Only Memory, is the latest exciting technology in the library world. CD-ROM is another term for laser-optical disk or simply optical disk. Today most of the young people know about CD's technology from the compact music disk (CMD). CD's are a practical alternative to online searching for the tribal researcher.

To operate interactively with CD-ROM data you need a workstation--generally consisting of a microcomputer (preferably with a hard disk drive), software, and a printer--in addition to the CD-ROM disk player itself. One workstation can cost as much as $5,000.

The CD-ROM has two outstanding characteristics: its hardiness and it tremendous data storage capability. A CD-ROM disk can mix video images, text documents, numerical databases, computer programs and sound recordings all on one disk.

One type of CD-ROM widely used is one containing encyclopedias.

CHILDREN'S SERVICES

Children, as a group, present an excellent opportunity for a library to show how it can be a positive contributor in the community. Children are generally considered to be those individuals up to fourteen years of age. The actual choice of defining this service population rests with individual libraries.

Children have individual needs and interests which should be determined in order to serve them well. Further, because most children from age 6 on are attending school, it is important to offer programs and services which complement, not duplicate, those programs and services offered by the school library/media center. This is especially important to tribes where funding for libraries is limited. Tribal librarians need to work closely with the staff of the school library/media centers in their area.

If staff size will allow, and the service population is large enough, one person should be assigned to work full-time with children services. If staff size is limited volunteers who can help provide children's services might be recruited. Responsibilities for the children's librarian include:

1. Identifying the changing needs of children.

2. Selecting library materials (both print and non-print).

3. Developing and operating programs.

4. Assisting children in selecting library materials.

5. Monitoring and assisting children with computer usage.

6. Designing, developing and instituting exhibits/displays.

7. Weeding the children's collection.

8. Instructing children on the library's services and programs and how to use them.

9. Supervising volunteers.

10. Promoting children's programs and services.

The library facility should be organized in a manner which provides the children with a comfortable, friendly environment. Use appropriate furniture (size, height, etc.); bulletin boards; hands-on displays (those that a child can touch and/or hold); plants; cultural displays; and other items that appeal to children. Water fountains and restrooms should be available. The circulation counter should be at a level which accommodates children or a step stool should be provided for their use. Some activities commonly offered for children include:


1. Readers Guidance - Some children will want help in identifying library material of interest to them. Interviewing the child to determine exactly what he/she wants and knowing the collection well enough to suggest appropriate materials are critical to this process. It is important to determine what the child wants, not what others think he/she should be interested in.

2. Programs - Specific programs designed to encourage use of the library can vary from story telling to demonstrations. Tribal libraries might want to include elders who tell traditional stories or give demonstrations on making traditional arts and crafts. This type of programming also presents an opportunity to get parents and their children together, to participate in a library program. Summer reading programs encourage children to read as well as develop good reading habits.

3. Reference - Basically the same type of informational services discussed in the "Reference" section of this chapter.

4. Print and Non-Print Materials - The availability of appropriate printed materials, such as books and magazines, is essential to the success of the library's children's program. Equally desirable is the availability of non-print materials such as videos, DVDs, tapes, toys and games.

5. Outreach - Not all children will come to the library. The use of outreach programs helps bring unserved children to the library by informing them of the library's programs and services. Outreach activities can be held in cooperation with school and other community events. Consider consulting the Association for Library Service to Children (ALSC), a division of the American Library Association, for outreach ideas and other resources. http://www.ala.org/ala/alsc/alsc.htm

6. Computer Access - Computer games and

YOUNG ADULT SERVICES

Young adults are usually defined as teenagers, or individuals from 14-18 years of age. Librarians recognize that young adults have unique interests and needs, needs that reflect the transition to adulthood that they are experiencing.

One method available for acquiring initial data on young adult needs is by observing what current fads and things which interest them. Needs can also be determined by cooperating with nearby school library/media centers. Knowing what the school curriculum is and what kinds of school assignments students are working on enables the tribal librarian to assist students in selecting material to read and in locating information.

The availability of qualified, caring staff is essential to successfully serving young adults. Staff must be able to communicate easily with young people. While a full-time staff person working with young adults might be preferable, it is not always necessary (for example tribes with small populations) or practical (for example budget restrictions).

The library facility should provide an environment in which the young adult feels comfortable.

Some libraries may want to provide a separate young adult collection. if this is the case, the collection should be closely identified with the adult collection, not the children's collection. If no separate collection is provided, young adult materials should be shelved with adult materials. The collection should include fiction and non-fiction materials and be in both print and non-print formats. Paperbacks and graphic novels have proven to be especially popular.

Young adult activities might include:

1. Readers Guidance - The library staff, after carefully determining the young adult patron's interests/needs, should be familiar enough with the library's collection to identify library materials which meets their interests/needs and should direct them to it.

2. Programs - Specific programs designed to appeal to young adults include those with Native cultural history, traditions, storytelling, arts and crafts. Those held in conjunction with other agencies, such as health agencies might include topics on alcoholism and drug abuse. Libraries can also host games, contests, summer reading programs, video games, and book clubs to appeal to young adults. All programs should be evaluated to see if they are reaching the young adult.

3. Reference - Basically the same type of services discussed in the "Reference" section of this chapter. Young adults will most often need to use reference material in conjunction with their school assignments.

4. Interlibrary Loan - Those materials of interest to young adults but not available in the local library may be obtained through interlibrary loan from another library. Contact the state library to determine what interlibrary loan services and/or systems are available.

5. Print and Non-Print Materials - The library's collection should contain print and non-print materials most popular with young adults. Non-print material most popular with young adults are videos, DVDs and CD's. Types of print most popular with this age group are graphic novels, magazines and paperback books.

6. Outreach - Outreach is used to bring young adults to the library. It can be used to advise/notify them of library programs and services in an effort to get these members of the community to use the resources available to them in the library. Cooperation with local schools, particularly high schools and mid schools is one very efficient way to develop outreach activities.

7. Computer Access - If available, computers can be a valuable resource for young adults and can help bring them into the library. Computers can be used to teach tech classes, for homework, games, and online research and Internet access. If young adults are given access to the Internet, careful consideration to an Internet policy should be given. (example of internet policy for young adults)

                              • Teen read week, banned book week

List of awards given to young adult books (to guide collection development) Alex Awards YALSA's Best Books for Young Adults Great Graphic Novels for Teens Outstanding Books for the College Bound Popular Paperbacks for Young Adults Quick Picks for Reluctant Young Adult Readers

ADULT SERVICES

Adults are generally considered to be those people over 18 years of age. There are a number of sub-groupings within the adult population including college students, senior citizens, and others. Because of the number of adult sub-groupings there is a wide variety of activities the library might offer.

As with children and young adults the needs and interests of adults must be determined in order to plan those activities which will best meet their needs. Initially, adult informational needs can be determined as part of a comprehensive needs assessment. Additionally, more current data on adult needs can be acquired through an awareness of tribal events as well as trends and events at the state and national levels.

To serve the adult population well, library staff must be people-oriented, that is, enjoy working directly with people; know the community and know how to determine individual needs; and know the Library's collections and services. Some of the duties and responsibilities of staff are:

1. To identify adult library/information needs and interests.

2. To select print and non-print materials for the library's collection which meet these needs and interests.

3. To weed the library's collection of materials that are outdated, worn or no longer of any interest.

4. To design, develop and operate library programs.

5. To instruct patrons on how to use the library.

6. To promote library programs and services.

7. To assist patrons in identifying materials of interest.

The library facility should provide a pleasant environment for the adult patron. Appropriate furniture and equipment will make the library comfortable and easy to use. The facility, if at all possible, should have a meeting room available for public use. The availability of a meeting room will bring people in to the library and expose them to its programs and services.

Adult activities might include:

1. Readers Guidance - Staff will direct users to materials which meet their needs. Users will ask a wide variety of questions from "I want something to read" to "I want information on the history of the Seminole Nation.” Staff should be able, by talking to the patron, to determine the exact information being requested and then direct the patron to it.

2. Programs - Programs of interest to the adult community can include those dealing with Indian history and culture; finding and obtaining a job; legal and civil rights; adult education; and services for Indian people. Program costs, in terms of both time and money can be minimized by cooperating with other agencies and individuals.

3. Reference - Basically the same type of services discussed in the "Reference" section of this chapter.

4. Interlibrary Loan - The tribal library will not have all information/material needed. However, the requested material may well be available through the use of interlibrary loan. Contact the state library to determine the systems, if any, available to the tribal library.

5. Print and Non-Print Materials - Books, magazines and newspapers selected to meet community needs will help ensure the success of the library program. A basic collection of books by and about Native Americans is listed in Appendix E. Non-print materials such as records, cassette tapes, video tapes, and photographs are items of high interest to adult users. Subjects of particular interest to Native Americans include Indian history and culture; repair manuals, such as those on auto repair or construction; legal and civil rights; health; consumer information; and contemporary events.

6. Outreach - Bringing new adult users into the library can be accomplished by working closely with service agencies from the Bureau of Indian Affairs, Public Health Service and other tribal departments. For instance, the library staff may work with BIA adult education specialists at the Bureau of Indian Affairs to develop programs and services for adults. The library may want to work with the tribal or Bureau records office in providing genealogical information.


ARCHIVAL SERVICES

Incorporating archival services with the library is becoming very popular with Indian tribes. Reasons for setting up a tribal archives include:

1. Archival records help preserve the history and culture of the tribe.

2. Archives collect, organize and retain valuable and irreplaceable tribal records which can be used in tribal litigation and as a reference in other legal matters.

3. Archival records provide invaluable data in planning for the future.

An excellent source of information on establishing a tribal archives program is a book by John A. Fleckner, entitled Native American Archives, An Introduction available from the Society of American Archivists (600 S. Federal, Suite 504, Chicago, Illinois, 60605), 1984.

To start an archives program Fleckner recommends the following steps:

1. Establish the archives on a solid foundation.

2. Develop the facility and staff.

3. Build the holdings of the archives.

4. Establish control over the holdings.

5. Build community support.

6. Find outside assistance. (Fleckner, p.41)

Providing a firm foundation for an archives program is most critical to its success. An archives program should be operated with permanent, not grant, funds. An archival program, if it is to achieve its objectives, must have some assurance that it will have future funding. Other elements needed for providing a firm base from which the archives program would operate include: the legal establishment of the archives program (most appropriately by tribal resolution); authority to acquire appropriate materials or have them deposited with the archives program; and determination of who may use archival materials and how they will be preserved and protected. This is especially important as some archival material may well be very sensitive (for example tribal religious practices) and restricted access may be necessary.

The materials stored in a tribal archive will vary with the tribe. Some archives will separate record keeping functions from the archival program, business records from tribal resolutions for example. Some tribes will combine archival and record keeping functions, especially smaller tribes with limited resources.

Archival materials are not necessarily limited to official tribal documents. Other materials which contribute to its purpose should be included in the archives collection. Other sources of material include individuals; non-tribal agencies such as the Bureau of Indian Affairs and Public Health Service; non-governmental organizations such as veterans groups, church groups or civic groups; and materials stored in other archives such as state archives, the National Archives, university archives, and local history groups.

Archival materials are not classified in the same manner as other library materials, that is by Dewey Decimal or Library of Congress classification. Archival materials are organized by group, that is by the person, agency, etc. that put the collection together. For example, the files of a tribal leader would be kept together, not filed individually in a general collection. Special training is necessary for the person responsible for organizing archival collections and is available from a variety of sources. Contact the state library to determine the assistance available.


SUMMARY

The purpose of the library is to serve its community by meeting its informational and recreational needs and interests. The tribal library, in most cases, will never be able to reach all of the members of the community, but it should always strive to do so.

Tribal libraries generally operate with limited staff and funding. Ideally, the library would have enough personnel to handle individual activities such as reference, children's, young adult, and adult services but in reality small libraries have to provide these services with very limited staff, usually 1 or 2 persons. Volunteers can be used for some activities. Cooperation with personnel from other tribal programs can extend services. Other librarians, either locally and/or at the state library can be consulted for guidance and assistance.

Archival services, because of their importance to tribes both culturally and legally, will probably be of interest to the community at large and tribal government in particular. Begin to collect important tribal documents and information so the material will be preserved and available to the tribal community for present as well as future use.
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