KDL Policies, Service <br />Guidelines, & Michigan Law<br />
Focus on:<br />FIVE “Ws” for:<br />Library Cards<br />Michigan Library Privacy Act<br />Intellectual Freedom<br />And some...
Exciting?<br />
Policies = Rules<br />Always approved by KDL Board of Directors<br />Sometimes set by membership in Lakeland Library Coope...
Library Card Policy<br />Who can get one?<br />
Library Card Policy<br />Why need ID to get a library card?<br />
Library Card Policy<br />What does one get you?<br />
Library Card Policy<br />When can you use it?<br />
Library Card Policy<br />Where can you use it?<br />
JUVENILE Library Card Policy<br />Co-signed by a parent or legal guardian …<br />… responsibility to supervise choice, ret...
“But I live in Grand Rapids…”<br />Intersection of GRPL, LLC, & KDL Policies<br />
ILL/Reciprocal Return Policy<br />Who?<br />What?<br />When?<br />Where?<br />Why?<br />How?<br />
Gifts Policy<br />Unconditional and non-returnable<br />May be disposed of at the staff’s discretion<br />No monetary appr...
Intellectual Freedom Policy<br />Based on ALA Library Bill of Rights<br />Approved by KDL Board<br />
Intellectual Freedom Policy<br />…assures equal access to all library resources by patrons ...  Patrons are free to select...
Intellectual Freedom Policy<br />Equal Access<br />Patron Responsibility<br />May not limit access for others<br />Parents...
DANGER<br />Jessamine County Public Library<br />
Request for Reconsideration of Library Materials<br />Requests Mustbe:<br /><ul><li>From a KDL resident who has read, hear...
Submitted on the Form</li></li></ul><li>Request for Reconsideration of Library Materials<br />Requests reviewed by:<br /><...
In light of:
	patron’s concern,
	acquisition policy, and
	professional reviews</li></ul>Director replies in writing within 30 days<br />
Laws<br />Rules imposed by legislature<br />Penalties can be assessed<br />
Michigan Library Privacy Act <br />Act 455 of 1982 (excerpt)<br /> <br />Unless ordered by a court …, a library or an empl...
What does that mean?<br /><ul><li>Confidentiality v. Privacy
Record Retention
Parental Rights</li></li></ul><li>Parental Rights<br />When will KDL will disclose information to a parent?<br />Parent or...
What “trumps” the Privacy Act?<br />US Patriot Act<br />
Service Guidelines<br />
Service Guidelines<br />BE FRIENDLY!<br /><ul><li>Listen without interrupting
Ask clarifying questions
Rephrase what the person said
Recognize and acknowledge our mistakes</li></li></ul><li>Service Guidelines<br />Explain appropriate procedures or policy<...
to avoid it in the future</li></li></ul><li>WARNING…<br />Debates and arguments with patrons<br />are futile and hazardous...
Three-Point Formula for Dealing with Unacceptable Behavior<br />
… works with Humans, not dogs<br />Make a statement of support<br />Label the problem behavior<br />State Your Response<br />
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Kdl Policies Presentation

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  • What we are going to cover…
  • Faster, Friendlier, Competent, Consistent, Fewer hasslesService is so no one looks like an idiot!
  • Policies &amp; Laws = who &amp; what, sometimes WhyService Guidelines &amp; Procedure = the when &amp; the how
  • Who: residents, property owners in KDL service area, adults, kids w/ parents, students w/ id
  • Why: 1) LEGAL CONTRACT 2) Funding based on residency
  • What: use KDL resources, use LLC member library resources, use MeLCat
  • When: as long as they uphold their end of the bargain = in good standing, for 3 years, as long as live in KDL area
  • Where: KDL, LLC, MeL
  • Juveniles cannot enter into a legal agreement
  • Effective March 15, 2010, library customers will need to return items to the library in which they were checked-out, as opposed to returning the item to any Lakeland Cooperative Library as was previously allowed (with the exception of interloaned items).
  • I have some really great books that I’d like to donate, but if the Library can’t use them, can I get them back?Can I get a tax receipt for books I donate?How can I donate books to the Library?
  • The Library assures equal access to all library resources by patrons within the constraints of Michigan law. Patrons are free to select or reject for themselves any item in the collection. Individual or group prejudice about a particular item or type of material in the collection may not preclude its use by others. Parents or legal guardians have the right and the responsibility to restrict the access of their children to library resources. Parents or legal guardians who do not want their children to have access to certain library services, materials, or facilities should so advise their children. Librarians cannot assume the role of parents or the functions of parental authority in the private relationship between parent and child.
  • Talk about this before next slide, get them to discuss and lead into to Request for Reconsideration Form…
  • What happened &amp; why… Library Staff violated Equal Access, Patron Responsibility, theylimited access for others, and interfered w/ parental rights &amp; responsibility to restrict their child’s access to library resources
  • Not, this is not a “Complaint” form! How do you handle these calls?
  • Ask about scenariosDifference between Privacy and Confidentiality?Privacy is about PEOPLEConfidentiality is about DATA – restrict access, limit storage of etc.
  • Ask about scenarios
  • Don’t answer before you know what the person really is concerned about.Demonstrate that your goal is to understand. Support your words with a quiet calm voice, and undivided attention.“I want to be sure I understand.”Recognize that we made mistakes, too. If we have, it is okay to admit that to a person.
  • Below are listed steps to follow in dealing with a library user who is angry, critical, or simply forceful in expression. This approach will convey to the person your willingness to listen to a question or problem and respond to it. As you respond with interest and information, the person will become calmer and more at ease. Then the two of you can concentrate on solving the problem rather than having a confrontation. 
  • Prepare the person to whom the complaint has been referred with a brief outline of the problem and your actions.
  • Kdl Policies Presentation

    1. 1. KDL Policies, Service <br />Guidelines, & Michigan Law<br />
    2. 2. Focus on:<br />FIVE “Ws” for:<br />Library Cards<br />Michigan Library Privacy Act<br />Intellectual Freedom<br />And some of the “Hows”…<br />
    3. 3. Exciting?<br />
    4. 4. Policies = Rules<br />Always approved by KDL Board of Directors<br />Sometimes set by membership in Lakeland Library Cooperative, i.e. <br />Borrower Registration Policy<br />
    5. 5. Library Card Policy<br />Who can get one?<br />
    6. 6. Library Card Policy<br />Why need ID to get a library card?<br />
    7. 7. Library Card Policy<br />What does one get you?<br />
    8. 8. Library Card Policy<br />When can you use it?<br />
    9. 9. Library Card Policy<br />Where can you use it?<br />
    10. 10. JUVENILE Library Card Policy<br />Co-signed by a parent or legal guardian …<br />… responsibility to supervise choice, return, or replacement of library material & use of Internet<br />
    11. 11. “But I live in Grand Rapids…”<br />Intersection of GRPL, LLC, & KDL Policies<br />
    12. 12. ILL/Reciprocal Return Policy<br />Who?<br />What?<br />When?<br />Where?<br />Why?<br />How?<br />
    13. 13. Gifts Policy<br />Unconditional and non-returnable<br />May be disposed of at the staff’s discretion<br />No monetary appraisal is made of material donated<br />
    14. 14. Intellectual Freedom Policy<br />Based on ALA Library Bill of Rights<br />Approved by KDL Board<br />
    15. 15. Intellectual Freedom Policy<br />…assures equal access to all library resources by patrons ... Patrons are free to select or reject for themselves any item in the collection. Individual or group prejudice about a particular item or type of material in the collection may not preclude its use by others. Parents or legal guardians have the right and the responsibility to restrict the access of their children to library resources. Parents or legal guardians who do not want their children to have access to certain library services, materials, or facilities should so advise their children. Librarians cannot assume the role of parents or the functions of parental authority in the private relationship between parent and child.<br />
    16. 16. Intellectual Freedom Policy<br />Equal Access<br />Patron Responsibility<br />May not limit access for others<br />Parents or legal guardians have the right and the responsibility to restrict their child’s access to library resources<br />
    17. 17. DANGER<br />Jessamine County Public Library<br />
    18. 18. Request for Reconsideration of Library Materials<br />Requests Mustbe:<br /><ul><li>From a KDL resident who has read, heard, or viewed the entire work
    19. 19. Submitted on the Form</li></li></ul><li>Request for Reconsideration of Library Materials<br />Requests reviewed by:<br /><ul><li>Collection Manager and Librarians,
    20. 20. In light of:
    21. 21. patron’s concern,
    22. 22. acquisition policy, and
    23. 23. professional reviews</li></ul>Director replies in writing within 30 days<br />
    24. 24. Laws<br />Rules imposed by legislature<br />Penalties can be assessed<br />
    25. 25. Michigan Library Privacy Act <br />Act 455 of 1982 (excerpt)<br /> <br />Unless ordered by a court …, a library or an employee or agent of a library shall not release or disclose a library record or portion of a library record to a person without the written consent of the person liable for payment …<br />
    26. 26. What does that mean?<br /><ul><li>Confidentiality v. Privacy
    27. 27. Record Retention
    28. 28. Parental Rights</li></li></ul><li>Parental Rights<br />When will KDL will disclose information to a parent?<br />Parent or legal guardian co-signer brings the child to the library, <br />Parent or legal guardian co-signer has the child’s library card, or <br />They look up the child’s record online or using TNS<br />Record Release Form on file<br />
    29. 29. What “trumps” the Privacy Act?<br />US Patriot Act<br />
    30. 30. Service Guidelines<br />
    31. 31. Service Guidelines<br />BE FRIENDLY!<br /><ul><li>Listen without interrupting
    32. 32. Ask clarifying questions
    33. 33. Rephrase what the person said
    34. 34. Recognize and acknowledge our mistakes</li></li></ul><li>Service Guidelines<br />Explain appropriate procedures or policy<br />Always provide options<br /><ul><li>to solve the problem now or
    35. 35. to avoid it in the future</li></li></ul><li>WARNING…<br />Debates and arguments with patrons<br />are futile and hazardous to your<br />blood pressure!<br />
    36. 36. Three-Point Formula for Dealing with Unacceptable Behavior<br />
    37. 37. … works with Humans, not dogs<br />Make a statement of support<br />Label the problem behavior<br />State Your Response<br />
    38. 38. For Example<br />“I understand that you are angry about these overdue fines.” [Statement of support]<br />“Please do not use inappropriate language.” [Label the problem behavior]<br />“If you continue to raise your voice, I will have to ask you to leave the library.” [State Your Response]<br />
    39. 39. Surprise!<br />Some people will not be satisfied with being heard and being given options. <br />If a patron becomes abusive or refuses to end a discussion, you may say, “I think it best if someone else speaks with you now. My supervisor is _________________________.”<br />
    40. 40. When Referring a Patron UP…<br />Be professional<br /><ul><li>Get their contact information
    41. 41. Give them your supervisor’s information
    42. 42. Prepare your supervisor with a brief summary of the problem and your actions</li></li></ul><li>Review<br />
    43. 43. What is a library card?<br />Why can’t we let spouses pick up each other’s holds?<br />What form do we have for concerns about the collection?<br />
    44. 44. How can parents find out what their children have checked out?<br />What Needs do people have when they are upset?<br />
    45. 45. Special Thanks Rhondapalooza<br />For permission to use Mystical Krewe of Barkus Parade photographs from New Orleans<br />

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