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INFORMATION SERVICES POLICIES & GUIDELINES |
Page: 1 of 1 |
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HCL Administrative Policy |
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Section: IS3 |
Release Date: June 1998
Replaces Issue Dated: May 27, 1997
Responsibility: Information Services Committee and Library Board
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Hennepin County Library Information Services Policy & Guidelines
Preamble
The Hennepin County Library (HCL) is committed to providing information services which affirm the principles established in the library’s mission statement and which are responsive to a rapidly evolving information environment.
The Hennepin County Library serves the entire community. This policy is designed to guide the provision of information services throughout the library system so that a consistent and unified program of service is delivered to all users.
The following policy statements (in bold) and accompanying guidelines describe how the highest caliber of information services may be delivered within the limits of available resources. The policy statements and guidelines address many elements of information services, define standards of excellence, and detail service limitations. The document is also a tool for training and orienting new staff, providing direction to existing staff, and evaluating staff performance. While procedural details are not included, the guidelines provide the basis for establishing those procedures.
In order to best serve each library user, professional judgment and discretion take precedence over the following guidelines.
INFORMATION SERVICES
1. Access to a diverse collection of information resources is the foundation of all information services.
Guidelines
1.1 The development of the HCL collection is guided by the HCL Materials Selection Policy, the activities of the Public Service Collection Groups, and the ongoing work of Collection Management Services.
1.2 Access to library materials is dependent on a user-friendly catalog, library facilities which meet the Americans with Disabilities Act (ADA) guidelines, responsive circulation policies, and library hours which meet the needs of library users.
1.3 Remote electronic access to library materials is provided to library users whenever possible within technical, budgetary, and licensing constraints.
2. The Hennepin County Library provides reference service and readers’ advisory assistance to all library users. These information services are delivered by a variety of methods.
Guidelines
2.1 In the delivery of in-person reference service, information services staff answer library users’ questions, provide instruction on the use of library materials in all formats, and facilitate the development of self-reliant users. In-person reference service is described more fully in subsequent sections.
2.2 Telephone reference service provides ready reference information which does not require extensive research and can be accurately imparted over the telephone.
2.2.1 During the reference transaction, information services staff will determine the approximate length of time needed to answer a library user’s question. If a question can be answered in 3-5 minutes, the user will be put on hold while staff locates the information. If additional time is required, the user will be called back. Staff will request permission to leave information with any person answering the telephone or on an answering machine. Staff will advise callers when they may expect a return to their calls.
Staff will not make long distance calls to library users. Users calling long distance will be asked to call back if their initial telephone inquiry cannot be answered within the initial 3-5 minute time limit.
2.2.2 A reasonable period of time, approximately 45 minutes, may be spent searching for an answer. If an answer cannot be found within that time, the user will be called with suggestions on how to best proceed. It may be appropriate to encourage the user to come into the library to pursue the question in person. A referral to another HCL library or appropriate organization may be the best way to respond the information request.
2.2.3 Lengthy searches in a community library setting may be more appropriately referred to one of the area libraries where more in-depth collections are available.
2.2.4 When it is necessary to check periodical indexes, staff will check the most appropriate indexes to determine subject headings for locating information on the subject. The subject headings and an approximate number of citations will be given to the user.
2.2.5 When working with telephone library users, staff will be especially careful to cite the source in which the information was located. See section 11.
2.3 In the provision of readers’ advisory assistance, information services staff guide library users to materials which meet their reading, listening, or viewing interests.
2.3.1 A readers’ advisory interview is conversational. It is a discussion between a staff person and a library user about materials which are of interest to the user.
2.3.2 Staff will provide assistance in the use of various readers’ advisory tools. (e.g. HCL catalog, Current and Choice lists, If You Like...Handifile)
2.3.3 Staff will help library users create and retrieve a Saved Bibliography list.
LIBRARY USERS
3. All library users will be served in a nondiscriminatory and timely fashion.
Guidelines
3.1 All library users receive consistent service in terms of time, amount, and type of materials consulted.
3.2 Initial transactions with users are completed before another contact is initiated. When both in-person and telephone library users require assistance, the in-person user will receive first priority.
3.3 HCL will provide access to adaptive technologies such as TDDs, Arkenstone readers, Braille printers, and magnifiers for library users who request them.
3.4 Suburban Hennepin County residents who are homebound may be referred to HCL Outreach for library and information services.
ROLE OF INFORMATION SERVICES STAFF
4. Information services staff will provide answers to information requests or instruct users how to proceed with their own research.
Guidelines
4.1 For requests which can be easily answered, information services staff will locate the information. If the user prefers to search for the answer, staff will provide assistance.
4.2 Library users are not required to learn how to use reference tools to answer simple questions. When users convey reluctance to proceed on their own, staff will provide the necessary assistance.
4.3 For complex inquiries, staff will suggest search strategies and resources which the user may explore. The user will be encouraged to request additional assistance as needed.
5. Information services staff will facilitate the development of self-reliant users.
Guidelines
5.1 Information services staff serve as educators, teaching library users how to use the catalog, electronic resources, reference tools, indexes, and other library materials.
6. Information services staff will make appropriate referrals.
Guidelines
6.1 When a question cannot be answered locally, a referral to another library or organization will be made. Staff will use professional judgment in making referrals and avoid making blind referrals.
6.1.1 Southdale Library is the primary site for HCL referrals. Brookdale and Ridgedale also handle referrals, and staff should feel free to refer a question on to any appropriate HCL library.
6.1.2 Written subject requests (RR3) may be referred to Southdale Information Services (SdIS).
6.1.3 SdIS staff may refer written subject requests through one of the formal referral channels. These channels are Minneapolis Public Library, MINITEX, and the MELSA Library-to-Library Reference Network. See Appendix 10.
6.1.4 It may be appropriate for staff to refer a user directly to another metropolitan area library or organization.
6.2 Where courtesy telephones are available, staff may ask the user to call for the desired material or information. The necessary telephone number will be provided. Staff may make the call for the user if it is determined that this is the best method of obtaining the information.
INFORMATION SERVICES STAFF DEMEANOR
7. Every library user will be treated with respect. Respect for all individuals is a fundamental value of Hennepin County and the foundation of excellent public service.
8. As representatives of the Hennepin County Library, information services staff will maintain a courteous and professional demeanor. Every staff member bears a responsibility to make each reference transaction a positive experience.
Guidelines
8.1 Staff will make themselves available to library users and will not assume that users know how to locate library material.
8.1.1 Staff will be attentive, approachable, courteous, and efficient.
8.1.2 Staff will acknowledge library users as quickly as possible. Staff will assure those users who are waiting that they will be helped in turn.
8.1.3 Staff will establish postive eye contact, speak in a moderate volume, and use a pleasant tone of voice.
8.1.4 Staff will refrain from pointing and whenever possible will accompany the user to the appropriate section of the library.
8.1.5 Excellent information service is proactive. Staff will tour the public service floor periodically to assist users.
8.1.6 When there are no users needing assistance, staff will work on written reference questions and call backs. When that work is completed, information services staff may: examine materials to become more familiar with the collection, practice online skills (e.g. FirstSearch, IAC, Internet), or work on off-desk assignments which do not require focused concentration or distract attention from the main task of assisting users.
8.2 Staff interactions with colleagues will be supportive, courteous, and professional.
8.2.1 Staff should feel free to seek the assistance of co-workers.
8.2.2 Courtesy and diplomacy will be used when assisting co-workers with information requests.
8.2.3 Staff will inform one another of current subject requests, school assignments, and trends in popular reading.
8.2.4 Personal e-mail, phone calls, and conversations should be avoided at the information desk.
9. As Hennepin County employees and as a professional courtesy, information services staff will identify themselves upon request unless personal safety is a concern.
Guidelines
9.1 Staff will wear library identification badges while working in public service areas.
9.2 When asked, information services staff will give their first or last name.
9.3 When personal safety is an issue, staff may call a supervisor for assistance, use the supervisor’s name, or use a previously agreed upon code name. Staff will report the incident to the appropriate supervisor.
THE REFERENCE TRANSACTION
10. Information services staff will conduct a thorough reference interview in order to fully understand a library user’s request. As the reference transaction proceeds, staff will explain what strategy and steps are being taken.
Guidelines
10.1 Information services staff will determine the level and extent of information needed.
10.2 An initial period of approximately five minutes will be spent helping a library user who needs information assistance.
10.3 After the initial assistance is provided, staff will encourage the library user to return to the information desk if additional service is required.
10.4 If a question cannot be answered on-site, staff may make a referral to another HCL library or other appropriate organization. When a referral is made, staff will provide the name, address, and telephone number. Staff will either call or encourage the user to call ahead to make sure the information is available.
10.5 Teamwork is an important element of working at the information desk. Staff should not hesitate to seek help from co-workers or to call staff in other libraries for assistance.
11. Information services staff will cite the source of information to the library user. Providing information from personal knowledge will be avoided when answering a reference question.
Guidelines
11.1 When citing the source of information, staff will include the title, author, and publication date. Citing sources allows the user to relocate the information and determine the validity of the source.
11.2 As online resources become more prevalent, citing sources becomes even more important. Staff will use professional judgment in determining the credibility of an online resource.
11.3 For Internet resources, staff will provide the user with the Uniform Resource Locator (URL) or the pathway to the information which was found. Staff will provide whatever information is available in order to determine the credibility of the source.
12. Hennepin County Library users have the right to expect that their information requests are kept confidential. Information services staff will be discreet in handling all requests.
Guidelines:
12.1 Staff will not question the purpose of a library user’s request beyond what is necessary to complete the reference transaction.
12.2 If a call back is necessary, staff will ask the user if a message may be left on an answering machine or with another person.
12.3 Staff will be aware of the sensitive nature of some requests and work to provide a confidential environment.
TREATMENT OF INFORMATION REQUESTS
13. All information requests will be handled equitably within standard time and fact limit guidelines.
Guidelines
13.1 Questions from students of all ages and homework assignments will be handled in the same manner as any other information request.
13.2 Contest and trivia questions will be treated in the same manner as other information requests.
13.3 Telephone directory assistance will be provided. It includes searching telephone directories, city directories, and electronic databases for names, telephone numbers, addresses, or nearbys.
13.4 For a discussion of standard time and fact limit guidelines see section 22.
14. Information services staff will not offer personal opinions, interpret information, perform mathematical calculations, or provide appraisals. When on the telephone, staff will read the information verbatim, citing the source and date.
Guidelines
14.1 Information services staff will not interpret legal, medical, or technical information. Staff may refer the user to an appropriate organization where subject specialists are available.
14.1.1 Staff will not interpret legal information. If a user calls to request the text of a law, it will be read verbatim provided it is not too long. Pocket parts and supplements will be checked to ensure accuracy of the information. If additional information is needed, staff will suggest that the user come in to consult the library’s holdings. Staff may also refer the user to an appropriate library or organization.
14.1.2 Staff will not give medical advice.
14.1.3 Staff will not interpret technical or mathematical material of any type, including tables, charts, equations, or formulas.
14.2 Consumer evaluation questions will be handled in the same manner as any other information request. Staff will not interpret evaluations, recommend a product, or relate personal preferences.
14.3 Antique identification and pricing guides offer a good starting point for evaluating collectibles. Users will be advised that prices may vary according to condition and locale. Referrals to antique dealers or other organizations may be necessary.
15. Information services staff will provide assistance in locating tax information. Staff will not provide advice in the selection of appropriate forms or interpret tax law.
Guidelines
15.1 Many commonly used forms and publications for individuals and businesses are available free or in reproducible format at all libraries.
15.2 Specialized federal individual and business tax forms may also be available in paper or reproducible formats at the area libraries.
15.3 Tax forms from other states may be available in reproducible formats at the area libraries.
15.4 Staff will refer the user to government and private sources for those tax materials not provided to the library under the U.S. Internal Revenue Service guidelines.
16. Requests that go beyond the scope of the HCL collection may necessitate obtaining interlibrary loan materials or referring the library user to specialized collections or organizations.
Guidelines
16.1 Genealogical research, patents, standards, advanced technical and medical information, and legal research are examples of subject requests that often go beyond the scope of the HCL collection.
16.2 Staff will help the user locate materials available within the HCL collection. Staff may also perform online searches, request interlibrary loan materials, or make referrals to appropriate specialized collections and organizations.
THE USE OF ELECTRONIC RESOURCES
17. Online subscription services, Internet sites, and/or CD-ROMs are available in all HCL libraries and will be searched as a regular part of the information search process.
Guidelines
17.1 The use of FirstSearch, IAC, the Internet, CD-ROMs, or other information resources which are accessed electronically will be searched within established time and fact checking limitations. See section 22.
17.2 Proficient use of these resources is dependent on self-directed interest and learning, staff training, participation in the Electronic Resources Users Group (E-RUG), and practice.
17.3 Staff will not hesitate to seek suggestions and guidance from colleagues throughout HCL in order to build skills and successfully answer information requests.
17.4 Staff will assist library users in the use of electronic resources.
17.5 Staff will explain that electronic resources are in high demand and use may be limited. See section 22.3.
18. Other library catalogs available through the gateway menu will be checked when it is necessary to make an appropriate referral.
Guidelines
18.1 Information services staff will provide in-person library users with basic instruction on the use of gateway library catalogs. Library users will be referred to the host library for detailed catalog instruction.
18.2 Staff will not place reserves in other library systems’ catalogs. Staff will encourage users to call libraries directly to determine the actual status of the requested item. As an alternative, staff may offer to initiate an interlibrary loan request.
18.3 In-person library users may be shown how to place gateway reserves if the host library permits it. Library users will be reminded that the pickup point is determined by the host library.
18.4 Up to five titles will be checked in one or two gateway catalogs of the library user’s choosing. The number of gateway catalogs that will be searched depends on the level of activity at the information desk. Staff will exercise their best judgment in the amount of time spent.
18.5 Staff will not interpret circulation policies of other library systems but will refer users to the appropriate library.
19. Online databases accessed via Dialog, DataTimes, or Dow Jones (known as "MARS" searches) are searched by trained information services staff at the area libraries. These databases are accessed as a regular part of the information search process.
Guidelines
19.1 Information services staff will be familiar with the MARS program.
19.2 The decision to proceed with a MARS search is made by area library information services staff.
19.3 MARS searchers follow MELSA guidelines and spend approximately eight minutes of online time or provide up to fifteen citations, whichever comes first.
19.4 One or two fulltext articles may be printed for the user when HCL does not subscribe to the periodical.
19.5 Users requiring more comprehensive database searching may be referred to one of the area fee-based services.
19.6 Staff will assist users in understanding the database printout and in locating the articles cited.
20. Dial-in and Internet access to the Hennepin County Library Catalog is available to library users. Access to other online subscription services will be available to dial-in and Internet users within technical, budgetary, and licensing constraints.
Guidelines
20.1 Instructional bookmarks such as "How to Connect to the Catalog" and "How to Search Magazine Indexes" will be made available to users.
20.2 Information services staff will be familiar with the instructional bookmarks provided to the public. Staff will refer users to the HCL Help Desk number if they have technical questions. Users will be instructed to leave their name, telephone number, and question. Help Desk staff will return their call.
SUPPLEMENTAL INFORMATION SERVICES
21. The Hennepin County Library supports the delivery of information services through interlibrary loans, public access to telephones and photocopiers, telefacsimile transmissions, and by responding to mail requests.
Guidelines
21.1 Interlibrary loans (ILL) greatly expand the range of materials available to library users. An ILL is a transaction in which library material, or a copy of the material, is sent from one library system to another upon request. When a user requests material not available in HCL, staff may initiate an ILL request.
21.1.1 Users will be advised that ILL requests may take 2-6 weeks or longer to fill.
21.1.2 Requests for materials, regardless of format, may be submitted. Availability is determined by the circulation policies of the lending libraries.
21.1.3 Federal census records, passenger lists, and military records on microfilm may be borrowed from the American Genealogical Lending Library (AGLL). For efficiency of service and use of equipment, users must submit their requests in person at one of the area libraries. Users are responsible for AGLL fees.
21.2 Telephones are available to library users.
21.2.1 Public pay telephones are available in most libraries for personal phone calls.
21.2.2 Library users without money for the public pay telephone may use the designated library line for a quick (less than two minutes) personal call.
21.2.3 Courtesy telephones may be available for users to facilitate the completion of information requests.
21.3 Library users have access to photocopying machines or services which allow them to obtain photocopies of library material.
21.3.1 Coin-operated photocopying machines are available to in-person library users.
21.3.2 Library users seeking photocopying services will be referred to the copy center located at the Southdale Area Library.
21.4 The purpose of telefacsimile (fax) transmission is to improve access to library materials which are not available at the local library and to increase the delivery speed of information to library users.
21.4.1 Intralibrary fax transmissions will be made if: the material to be faxed is unavailable at the point of inquiry, the user has a deadline (usually within three days), the material to be faxed is brief (less than ten pages), and the format permits a clear transmission.
Requests for intralibrary fax transmissions must be made by information services staff. Requests for intralibrary fax transmissions from users will be referred back to their local libraries.
Periodical articles (ten pages or less) may be faxed among HCL libraries. Staff may initiate requests by telephone or fax.
Written subject requests (RR3s) may be faxed to Southdale Information Services (SdIS) using the HCL-RR-3 Fax form, but the answers to those questions are generally delivered through interdepartmental mail.
All intralibrary fax transmissions will be completed as soon as possible. Staff receiving the fax request will inform the requesting staff of the anticipated time of transmission.
21.4.2 Requests for materials to be faxed directly to library users are referred to the copy center located at the Southdale Area Library.
SdIS staff assist library users in determining the specific pages to be faxed. The level of staff assistance provided will be consistent with other information requests as described in section 22.
Library users must make arrangements with copy center staff to set up necessary accounts. The copy center staff determine if accounts may be established.
The copy center staff is responsible for following copyright law.
21.4.3 HCL does not accept information requests from library users via fax.
21.4.4 Interlibrary fax transmissions between MELSA libraries support the cooperative use of information resources and enhance access to materials. See Appendix 9 for a copy of the MELSA Reference fax policy. See Appendix 10 for a description of the MELSA Library-to-Library Reference Network, its goals, policies, and procedures.
21.5 Information services delivered by mail are primarily intended to serve library users outside the Twin Cities Metropolitan Area.
21.5.1 Subject requests received by mail will be answered within two weeks of receiving them.
Library users may be referred to their local library systems to obtain material through interlibrary loan.
Information unique to Hennepin County will be photocopied and sent to the library user if the material to be copied is not extensive (less than ten pages).
Appropriate referrals to other libraries or organizations such as the Minnesota Historical Society will be made.
Requests for in-depth research or extensive photocopying are referred to a fee-based reference service.
21.5.2 Mail requests may be routed to the Senior Reference Librarian at Southdale for completion.
21.5.3 Mail requests are occasionally received from library users within the HCL service area. Staff may respond to these requests by describing the availability of in-person or telephone information services, referring suburban Hennepin County residents to HCL Outreach for possible homebound service, or answering the information request.
21.5.4 Money which is sent to HCL along with the request will be retained if photocopies are sent to the requestor. All other money will be returned.
SERVICE LIMITATIONS
22. To ensure equitable and efficient service to all library users, Hennepin County Library may institute information service limits. Limits may include the number of requests taken at one time and the time staff spend completing a question. Time limits may be imposed for the use of library resources which are in high demand.
Guidelines
22.1 Up to five fact inquiries or title requests will be taken from a user at one time.
22.2 Information service will be provided within established time limits.
22.2.1 An initial period of approximately five minutes will be spent helping library users with their information requests.
22.2.2 An additional 45 minutes may be spent searching for an answer. Lengthy searches may be a clue that a more careful reference interview is required or that the question goes beyond the scope of the local collection thereby necessitating a referral to another library.
22.3 Time limits may be established for heavily used reference items. Some suggested limits are:
Print reference titles: 30 minutes
CD-ROM indexes: 10-15 minutes;
Multimedia CD-ROMs: 30 minutes.
Internet: 30 minutes.
22.4 For telephone library users trying to locate an article or advertisement in a newspaper or magazine for which there is no index, staff will look through five issues. If the article is not located, the user will be encouraged to come into the library to continue looking.
22.5 In-person library users with lists of materials will be given instruction in using the catalog to determine if HCL has the material. Users may also be shown the gateway menu to check other library systems’ catalogs. For telephone or in-person users, who prefer assistance, staff will check up to five titles at a time. If titles are not owned by HCL one or two other library catalogs will be checked or ILL services will be offered.
22.6 While consistent library service is desired, limits may vary within the system depending on local conditions.
INFORMATION SERVICE STATISTICS
23. Information service statistics will be gathered for performance measurement and evaluation.
Guidelines
23.1 All information contacts are recorded daily using the Library General Information Survey (LIBGIS) definitions. See Appendix 8.
23.2 MELSA cross-over statistics are gathered 6-7 times a year on dates specified by MELSA.
BLUEPRINT FOR NEW AND EVOLVING INFORMATION SERVICES
24. The Hennepin County Library recognizes the evolving nature of information services and will seek new and innovative ways to serve the community and deliver information
.
Guidelines
24.1 HCL will build on the foundation of existing services and strive to increase service to targeted user groups.
Examples under current discussion and development include the Job and Career Information Center, the Government Information Service, and Homework Centers.
24.2 HCL will explore new services which seek to break down barriers and introduce library services to non-users.
Examples include providing access to the HCL online catalog at non-library sites and participating in collaborative programs such as Community Alternative Services.
24.3 HCL will utilize new technologies to expand access to information resources.
Examples under discussion and development include the Hennepin County Library homepage and the creation of technology centers.
24.4 HCL will seek ways to improve the delivery of information services through the use of new and improved technologies.
Possibilities include expanding fax services, receiving information requests via the Internet and responding to requests by transmitting information electronically to a library user’s Internet e-mail account.
24.5 As new services are developed, policies and procedures will be written.
REVISION
Policy statements (in bold) will be reviewed by the Library Board at least every two years. The accompanying guidelines will be revised as needed.
Status:
GLOSSARY
Approved by Information Services Committee 5/16/97
Approved by Administrative Committee 5/27/97
Approved by Library Board
Adopted:
Information services. The personal assistance information services staff give to library users to help them obtain information, select library materials of interest, or use library resources. Information services include both reference and readers’ advisory service.
Information services staff. Staff assigned to work at information desks throughout HCL.
Interlibrary loan (ILL). A transaction in which library material, or a copy of the material, is made available by one library system to another upon request. The borrowing library then makes the material available to the requesting user.
MARS searches (Machine Assisted Reference Service). Dialog, Dow Jones, and DataTimes searches which are completed at the area libraries by trained information services staff.
Metropolitan Library Service Agency (MELSA). A federation of the public libraries in the metropolitan Twin Cities area organized to provide cooperative services to the participants and to be the administrative agency for receiving and sharing of state and federal grant appropriations made available through the Office of Library Development and Services.
MELSA Library-to-Library Reference Network. A reference service designed to promote the cooperative use of information resources available in the MELSA libraries.
MINITEX Library Network. A publicly supported resource sharing network of academic, public, state agency and special libraries in Minnesota, North Dakota, and South Dakota.
Readers’ advisory service. Guidance by the information services staff to materials which meet the library user’s reading, listening, or viewing interests.
Reference transaction. A request for information which involves theinformation services staff’s knowledge, use, recommendation, or instruction in the use of library resources.