A 10 -Step Approach to Service Continuity Planning September 23, 2008 Presenter: Dan Wilson Coordinator, NN/LM Emergency Preparedness & Response Plan Associate Director for Collection Management & Access Services, Claude Moore Health Sciences Library, University of Virginia

Class Content Risk assessment Protecting yourself, your staff, and your patrons Determining your core services Strategies for providing remote access to core services Determining your core resources (electronic & print) Strategies for continuation of core resources in the event of a disaster Protecting your unique resources Obtaining outside assistance Helpful resources Questions & Answers

Risk assessment

Protecting yourself, your staff, and your patrons

Determining your core services

Strategies for providing remote access to core services

Determining your core resources (electronic & print)

Strategies for continuation of core resources in the event of a disaster

Protecting your unique resources

Obtaining outside assistance

Helpful resources

Questions & Answers

Step 1 : Assess Risks Make a list of events for which your library could be at risk. Talk with long-term staff at your library and gather anecdotal information about emergencies or disasters that have happened in the past. Add to the list such emergencies as fire and bio-terrorism that may not have happened but which can happen anytime and anywhere. Check federal, state and local emergency preparedness web sites for more information about potential emergency events.

Make a list of events for which your library could be at risk.

Talk with long-term staff at your library and gather anecdotal information about emergencies or disasters that have happened in the past. Add to the list such emergencies as fire and bio-terrorism that may not have happened but which can happen anytime and anywhere.

Check federal, state and local emergency preparedness web sites for more information about potential emergency events.

Types of Events That Can Disrupt Your Services Natural Disasters Hurricanes Tornadoes Flooding Earthquakes Unintentional Events Radiological (nuclear power plant) Power outages Fire Hazmat incidents Construction accidents Intentional Events Terrorism Arson Shooter Epidemic/Pandemic

Natural Disasters

Hurricanes

Tornadoes

Flooding

Earthquakes

Unintentional Events

Radiological (nuclear power plant)

Power outages

Fire

Hazmat incidents

Construction accidents

Intentional Events

Terrorism

Arson

Shooter

Epidemic/Pandemic

Natural Disasters

Caddo County

HAZMAT Incidents

HAZMAT Incidents by State

Ten Risky Places – Mark Monmonier Almost anywhere in California Seattle, Washington Coastal Alaska & Hawaii Outer Banks of North Carolina Miami, Florida Louisiana Coast Floodplains of the Mississippi Any floodplain Growing Southern cities (crime) Neighborhoods of nuclear power plants -- Cartographies of Danger

Almost anywhere in California

Seattle, Washington

Coastal Alaska & Hawaii

Outer Banks of North Carolina

Miami, Florida

Louisiana Coast

Floodplains of the Mississippi

Any floodplain

Growing Southern cities (crime)

Neighborhoods of nuclear power plants

-- Cartographies of Danger

Risk Assessment Exercise: University of Virginia Health Sciences Library

Disaster declarations for Virginia. Most common declarations are for severe storms, flooding, and hurricanes.

Emergency/Critical Incident plan for the University of Virginia .

For state information on preparing for emergencies, use http://www.ready.gov/america/local/index.html and click on your state.

Community and state information for Virginia.

Risks at the University of Virginia Actual Events Flooding in basement (storm runoff, pipe leaks) Roof leaks during construction Tornadoes Hurricanes/tropical storms Bomb threats Severe storms Microburst on campus Periodic thefts Fire in elevator shaft

Flooding in basement (storm runoff, pipe leaks)

Roof leaks during construction

Tornadoes

Hurricanes/tropical storms

Bomb threats

Severe storms

Microburst on campus

Periodic thefts

Fire in elevator shaft

Exercise 1: Check all potential emergency situations that could disrupt patient care at your library/hospital. Natural Disasters Hurricane Tornado Flooding Earthquake Others ??? Unintentional Events Radiological (within 20 miles of a nuclear power plant) Power outage Fire Hazmat incident Construction accident Others ??? Intentional Events Terrorism Arson Shooter Others ??? Epidemic/Pandemic

Natural Disasters

Hurricane

Tornado

Flooding

Earthquake

Others ???

Unintentional Events

Radiological (within 20 miles of a nuclear power plant)

Power outage

Fire

Hazmat incident

Construction accident

Others ???

Intentional Events

Terrorism

Arson

Shooter

Others ???

Epidemic/Pandemic

Step 2 : Protect Yourself, Your staff, and Your Patrons Response to a tornado warning Response to a report of a violent person in the area Mold “ When handling contaminated books, workers must wear protective gear. This includes wearing long sleeve shirt or other protective coat over street clothing, particulate dust mask (i.e. N95 particulate) and vinyl examination gloves. Unprotected individuals may aggravate or develop allergic sensitivities to the mold spores.” – University of Hawaii Response to someone having a heart attack in your lobby Response to the command to shelter-in-place Evacuation Standing water “ In a Water emergency, potential dangers include electrical shock, and exposure to sewage, chemicals, and mold.” – University of Deleware Response to a chemical spill Epidemics (flu shots, anti-bacterial lotions, etc.)

Response to a tornado warning

Response to a report of a violent person in the area

Mold

“ When handling contaminated books, workers must wear protective gear. This includes wearing long sleeve shirt or other protective coat over street clothing, particulate dust mask (i.e. N95 particulate) and vinyl examination gloves. Unprotected individuals may aggravate or develop allergic sensitivities to the mold spores.” – University of Hawaii

Response to someone having a heart attack in your lobby

Response to the command to shelter-in-place

Evacuation

Standing water

“ In a Water emergency, potential dangers include electrical shock, and exposure to sewage, chemicals, and mold.” – University of Deleware

Response to a chemical spill

Epidemics (flu shots, anti-bacterial lotions, etc.)

Step 3 : Determine Your Core Services Which of your services would be most critical immediately following some kind of major service disruption? Interlibrary loan? Bibliographic searches? Reference help? Think of all the services that you offer and then prioritize them based on users’ needs.

Which of your services would be most critical immediately following some kind of major service disruption?

Interlibrary loan?

Bibliographic searches?

Reference help?

Think of all the services that you offer and then prioritize them based on users’ needs.

Three Scenarios Major flooding occurs at your library. The library will be closed for at least one week. Cyberterrorists bring down the Internet for an extended period of time. A severe ice storm causes a long-term power outage.

Major flooding occurs at your library. The library will be closed for at least one week.

Cyberterrorists bring down the Internet for an extended period of time.

A severe ice storm causes a long-term power outage.

Power/Internet Library Closed Flooding Service High Priority Medium Priority Low Priority Circulation Interlibrary Loan Proxy Access Website Reference Assistance Access to Print Resources Study Space Classes Access to Computers Consultations Access to Online Materials

Power /No Internet Library Open Cyberterrorism Service High Priority Medium Priority Low Priority Circulation Interlibrary Loan Proxy Access Website Reference Assistance Access to Print Resources Study Space Classes Access to Computers Consultations Access to Online Materials

No Power/Internet Library Closed Major Power Outage Service High Priority Medium Priority Low Priority Circulation Interlibrary Loan Proxy Access Website Reference Assistance Access to Print Resources Study Space Classes Access to Computers Consultations Access to Online Materials

University of California – San Diego UCSD will cancel classes for the rest of the week, and “non-essential” personnel requested to stay home. As far as we know at this time, libraries will be closed, but several librarians are checking mail coming into the Ask A Librarian webform at [our home page]. Unfortunately, we don’t have access to our Interlibrary Loan or Circulation transaction systems from home Internet connections, so requests will have to wait until the libraries are open again and all staff have access to our systems. Please be assured that any fines resulting from lack of access to campus will be made right.

UCSD will cancel classes for the rest of the week, and “non-essential” personnel requested to stay home. As far as we know at this time, libraries will be closed, but several librarians are checking mail coming into the Ask A Librarian webform at [our home page].

Unfortunately, we don’t have access to our Interlibrary Loan or Circulation transaction systems from home Internet connections, so requests will have to wait until the libraries are open again and all staff have access to our systems. Please be assured that any fines resulting from lack of access to campus will be made right.

Step 4 : Create Procedures for Remote Access To Core Services Using your list of core services, develop strategies for maintaining access to these services from an off-site location. This off-site location may be either from someone’s home (for example your ILL manager) or from a temporary location away from your building.

Using your list of core services, develop strategies for maintaining access to these services from an off-site location. This off-site location may be either from someone’s home (for example your ILL manager) or from a temporary location away from your building.

UNC ILL Disaster Plan If the HSL was shut down for any length of time we have worked out the following arrangements . Key Numbers to Call: RML: to reroute Docline requests: 1-800-DEV-ROKS or 1-800-338-7657 OCLC: log in and go lower case http://firstsearch.oclc.org/ User Name: XXX-XX-XXXX Password: XXXX Go into Policy Directory. Follow directions to change OCLC Supplier status to “NO” If we could NOT work from home, in addition to the above numbers we would need to call: to activate access to our ILLiad computer that would enable the ILL team at UVA-HSL to provide service to our people. Dan Wilson: UVA-HSL (C harlottesville ): 434-924-0193 or email: [email_address]

If the HSL was shut down for any length of time we have worked out the following arrangements .

Key Numbers to Call:

RML: to reroute Docline requests:

1-800-DEV-ROKS or 1-800-338-7657

OCLC: log in and go lower case http://firstsearch.oclc.org/

User Name: XXX-XX-XXXX

Password: XXXX

Go into Policy Directory. Follow directions to change OCLC Supplier status to “NO”

If we could NOT work from home, in addition to the above numbers we would need to call:

to activate access to our ILLiad computer that would enable the ILL team at UVA-HSL to provide service to our people.

Dan Wilson: UVA-HSL (C harlottesville ): 434-924-0193 or email:

[email_address]

Step 5 : Determine Your Core Electronic Resources Which of your electronic resources would be needed by your users immediately following a disaster?

Which of your electronic resources would be needed by your users immediately following a disaster?

Exercise 2: Check below all online resources that you have access to that could be needed in the event of a disaster? Micromedex Medline Information from the CDC CINAHL DynaMed MedlinePlus UpToDate MDConsult NetLibrary Stat!REF Others ???

Micromedex

Medline

Information from the CDC

CINAHL

DynaMed

MedlinePlus

UpToDate

MDConsult

NetLibrary

Stat!REF

Others ???

Step 6 : Develop a Continuity of Access Plan for Your Essential Electronic Resources Would your server continue to function on back-up power, and continue to host your home page in the event of a power outage? How long would back-up power be available at your hospital?

Would your server continue to function on back-up power, and continue to host your home page in the event of a power outage?

How long would back-up power be available at your hospital?

HAM-TMC Library’s Disaster Resource Page

Vendor Strategies “ We do have what’s called Global Load Balancing in place. Basically they are backup servers to help with quicker response times when going to our content. However, if one server fails there would also be backup servers. We have web farms in in the US and internationally that handle the load balancing.”

“ We do have what’s called Global Load Balancing in place. Basically they are backup servers to help with quicker response times when going to our content. However, if one server fails there would also be backup servers. We have web farms in in the US and internationally that handle the load balancing.”

Step 7 : Identify Your Core Print Collection Which print materials would likely be needed by your patrons if your core online materials were not available?

Which print materials would likely be needed by your patrons if your core online materials were not available?

P rint resources that your patrons may need in the event of a major disruption of your online materials. Core textbooks Core journals Reference materials

Core textbooks

Core journals

Reference materials

Step 8 : Identify Your Unique Resources Do you have any unique resources, such as institutional records or historical materials that would need to be recovered? Don’t forget to include paintings and other artifacts.

Do you have any unique resources, such as institutional records or historical materials that would need to be recovered? Don’t forget to include paintings and other artifacts.

Exercise 3: Check all types of unique resources currently in your library. Rare books/journals Papers Paintings Manuscripts Artifacts Others ???

Rare books/journals

Papers

Paintings

Manuscripts

Artifacts

Others ???

Step 9 : Proactively Plan for the Recovery of Your Unique Resources Determine which of these items you would spend money (might be lots of money! ) to recover. Contact a commercial salvage company (such as Munters, Belfor, or BMS) to get an idea about how much it would cost to recover your materials, should freeze-drying, mold abatement, or other services be required.

Determine which of these items you would spend money (might be lots of money! ) to recover. Contact a commercial salvage company (such as Munters, Belfor, or BMS) to get an idea about how much it would cost to recover your materials, should freeze-drying, mold abatement, or other services be required.

Did you know … Mold will normally grow on wet materials in about 48 hours (sometimes sooner). If you know you cannot get the affected material dry within 48 hours, it is best to freeze it. This will not kill the mold, but it will stop further growth until you have a chance to dry and clean the material. -- Northeast Document Conservation Center Image Source: www.moldbacteria.com

Mold will normally grow on wet materials in about 48 hours (sometimes sooner). If you know you cannot get the affected material dry within 48 hours, it is best to freeze it. This will not kill the mold, but it will stop further growth until you have a chance to dry and clean the material. -- Northeast Document Conservation Center

Step 10 : Know How to Obtain Outside Assistance Develop a partnership with a back-up library Call a 24/7 emergency assistance services for damaged paper collections Northeast Document Conservation Center – (978) 470-1010 WESTPAS – (888) 905-7737

Develop a partnership with a back-up library

Call a 24/7 emergency assistance services for damaged paper collections

Northeast Document Conservation Center –

(978) 470-1010

WESTPAS – (888) 905-7737

NN/LM National Emergency Preparedness & Response Plan

Important Resources NN/LM Regional Office (1-800-DEV-ROKS) Regional Networks (e.g. WESTPAS, AMIGOS) NN/LM Emergency Preparedness & Response Toolkit

NN/LM Regional Office (1-800-DEV-ROKS)

Regional Networks (e.g. WESTPAS, AMIGOS)

NN/LM Emergency Preparedness & Response Toolkit

NN/LM Emergency Preparedness & Response Toolkit http://nnlm.gov/ep/

Toolkit Activity – September 11, 2008

Summary Know risk vulnerability Take steps to protect yourself, your staff, and your patrons Determine your core services based on different service disruption scenarios Develop strategies for continuing core services from remote sites Identify your core resources, both online and print Develop strategies for continuing access to your core resources in the event of a service disruption Identify your unique materials Proactively decide which of your unique materials you will pay to recover Know how to obtain outside assistance

Know risk vulnerability

Take steps to protect yourself, your staff, and your patrons

Determine your core services based on different service disruption scenarios

Develop strategies for continuing core services from remote sites

Identify your core resources, both online and print

Develop strategies for continuing access to your core resources in the event of a service disruption

Identify your unique materials

Proactively decide which of your unique materials you will pay to recover

Know how to obtain outside assistance

Credits Angela Ruffin, head of NN/LM Network Office All the RML Directors, Associate Directors of Regional NN/LM Offices. and their staff Gretchen Arnold, Library Director, University of Virginia Health Sciences Library Susan Yowell, Project Assistant

Angela Ruffin, head of NN/LM Network Office

All the RML Directors, Associate Directors of Regional NN/LM Offices. and their staff

Gretchen Arnold, Library Director, University of Virginia Health Sciences Library

Susan Yowell, Project Assistant

Contact Information Dan Wilson, Coordinator, National Network of Libraries of Medicine (NN/LM) Emergency Preparedness & Response Plan ( [email_address] )

Dan Wilson, Coordinator, National Network of Libraries of Medicine (NN/LM) Emergency Preparedness & Response Plan ( [email_address] )

Questions, Comments, Concerns ???