BACKGROUND
HENNEPIN COUNTY LIBRARY MISSION: The Library promotes full and equal access to information and ideas, the love of reading, the joy of learning, and engagement with the arts, sciences, and humanities.
HENNEPIN COUNTY LIBRARY VISION: The Library staff, Board, and community envision a future where all individuals and families are eager and engaged lifelong learners. This vision is supported, in part, through information services that combine staff expertise and collections to meet the needs and expectations of an increasingly diverse clientele.
INFORMATION CONTACT DEFINITION: An information contact involves the use, recommendation, or interpretation and instruction in the use of one or more information sources, or knowledge of such sources, by a member of the reference or information staff.
PURPOSE
The purpose of this policy is to provide information on the principles underlying the provision of information services. Guidelines for staff who deliver information services are based on this policy.
REVISION
This policy will be reviewed by the Library Board at least every three years.
SERVICES
Information services take a variety of forms including direct personal assistance, directories, signs, exchange of information culled from a reference source, reader's advisory service, dissemination of information in anticipation of user needs or interests, and access to electronic information. These services take into account the information-seeking behaviors, the information needs, and the service expectations of the members of the community. Provision of information in the manner most useful to its clients is the ultimate test of all a library does.
Library information services are developed and managed to meet the cultural, economic, educational, informational, personal, and recreational needs of library users in suburban Hennepin County. Library staff develop and maintain information services by responding to and anticipating users' needs and expectations. HCL strives to expand service delivery methods to meet patron needs. The widespread incorporation of new and emerging information technologies is an integral component of information services.
Hennepin County Library provides reference, readers' advisory, and referral services to all library users. Research is outside the scope of the Library's mission.
The Library provides instruction in the effective use of its resources to facilitate the development of an information literate and self-reliant community.
The Library actively publicizes the scope, nature, and availability of the information services it offers.
The Library participates in consortia and networks to obtain access to information sources and services it cannot provide on its own. MnLINK, the MELSA Library-to-Library Reference Network, MINITEX, and interlibrary loan are among the formal networks used to facilitate the delivery of information services.
To ensure equitable and efficient service to all library users, the Library may institute information service limits. Limits may include the number of requests taken at one time and the length of time staff spend completing a question. Time limits may be imposed for the use of library resources which are in high demand.
RESOURCES
The Library Board endorses a Collection Development and Management Policy to ensure that information resources satisfy through content, currency, format, organization, and quantity a diversity of user needs.
Information services staff reach beyond in-house collections and in-house expertise by drawing on the resources of other organizations that collect and provide information, by consulting individual experts, and by tapping external information sources regardless of their medium.
ACCESS
The Library supports the widest possible access to information services, including service delivery in-person, by telephone, by e-mail, and on the Web.
Operation hours for information services should be responsive to the community's needs and behavior and the library's financial and staff resources.
The Library accommodates every patron's need for access to information services, including Outreach and At Home services and services to inmates in correctional institutions.
PERSONNEL
Information services staff provide instruction to help patrons use information resources effectively or answers to information requests.
Information services staff encourage users to become self-reliant.
Information services staff make appropriate referrals.
Information services staff possess effective interpersonal communications skills.
Information services staff adhere to the ALA | Guidelines for Behavioral Performance of Reference and Information Services Professionals.
Information services staff have knowledge and preparation appropriate to meet the information needs of the clientele the library services.
Information services staff, in consultation with their supervisors, seek continuing education as a basic part of professional development. The Library supports continuing education for staff.
EVALUATION
The Library collects data required for state and federal reports. Formal and informal evaluations are used to determine the optimum allocation of resources to provide quality service.
The Library gathers relevant statistics and other data for use in the evaluation of information services. The library conducts evaluative studies using techniques and measures that will yield data comparable to those from similar institutions and addressing such national norms or common standards as may exist, modified if necessary, by local needs.
Library supervisors appraise the performance of individual information service staff members and of the collective performance of that staff at regular intervals.
ETHICS
Every library user is treated with respect. Respect for all individuals is a fundamental value of Hennepin County and the foundation of excellent public service.
The American Library Association's Code of Ethics (as stated in the ALA Policy Manual in the ALA Handbook of Organization) governs the conduct of all staff members providing information service.
1Based on the definition found in American National Standard for Library and Information Statistics (ANSI Z39-1983) and adopted by the Reference and User Services Association (RUSA) of the American Library Association.
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