• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
Kdl Policies Presentation
 

Kdl Policies Presentation

on

  • 452 views

 

Statistics

Views

Total Views
452
Views on SlideShare
452
Embed Views
0

Actions

Likes
0
Downloads
1
Comments
0

0 Embeds 0

No embeds

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment
  • What we are going to cover…
  • Faster, Friendlier, Competent, Consistent, Fewer hasslesService is so no one looks like an idiot!
  • Policies & Laws = who & what, sometimes WhyService Guidelines & Procedure = the when & 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 & why… Library Staff violated Equal Access, Patron Responsibility, theylimited access for others, and interfered w/ parental rights & 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 Kdl Policies Presentation Presentation Transcript

  • KDL Policies, Service
    Guidelines, & Michigan Law
  • Focus on:
    FIVE “Ws” for:
    Library Cards
    Michigan Library Privacy Act
    Intellectual Freedom
    And some of the “Hows”…
  • Exciting?
  • Policies = Rules
    Always approved by KDL Board of Directors
    Sometimes set by membership in Lakeland Library Cooperative, i.e.
    Borrower Registration Policy
  • Library Card Policy
    Who can get one?
  • Library Card Policy
    Why need ID to get a library card?
  • Library Card Policy
    What does one get you?
  • Library Card Policy
    When can you use it?
  • Library Card Policy
    Where can you use it?
  • JUVENILE Library Card Policy
    Co-signed by a parent or legal guardian …
    … responsibility to supervise choice, return, or replacement of library material & use of Internet
  • “But I live in Grand Rapids…”
    Intersection of GRPL, LLC, & KDL Policies
  • ILL/Reciprocal Return Policy
    Who?
    What?
    When?
    Where?
    Why?
    How?
  • Gifts Policy
    Unconditional and non-returnable
    May be disposed of at the staff’s discretion
    No monetary appraisal is made of material donated
  • Intellectual Freedom Policy
    Based on ALA Library Bill of Rights
    Approved by KDL Board
  • Intellectual Freedom Policy
    …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.
  • Intellectual Freedom Policy
    Equal Access
    Patron Responsibility
    May not limit access for others
    Parents or legal guardians have the right and the responsibility to restrict their child’s access to library resources
  • DANGER
    Jessamine County Public Library
  • Request for Reconsideration of Library Materials
    Requests Mustbe:
    • From a KDL resident who has read, heard, or viewed the entire work
    • Submitted on the Form
  • Request for Reconsideration of Library Materials
    Requests reviewed by:
    • Collection Manager and Librarians,
    • In light of:
    • patron’s concern,
    • acquisition policy, and
    • professional reviews
    Director replies in writing within 30 days
  • Laws
    Rules imposed by legislature
    Penalties can be assessed
  • Michigan Library Privacy Act
    Act 455 of 1982 (excerpt)
     
    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 …
  • What does that mean?
    • Confidentiality v. Privacy
    • Record Retention
    • Parental Rights
  • Parental Rights
    When will KDL will disclose information to a parent?
    Parent or legal guardian co-signer brings the child to the library,
    Parent or legal guardian co-signer has the child’s library card, or
    They look up the child’s record online or using TNS
    Record Release Form on file
  • What “trumps” the Privacy Act?
    US Patriot Act
  • Service Guidelines
  • Service Guidelines
    BE FRIENDLY!
    • Listen without interrupting
    • Ask clarifying questions
    • Rephrase what the person said
    • Recognize and acknowledge our mistakes
  • Service Guidelines
    Explain appropriate procedures or policy
    Always provide options
    • to solve the problem now or
    • to avoid it in the future
  • WARNING…
    Debates and arguments with patrons
    are futile and hazardous to your
    blood pressure!
  • Three-Point Formula for Dealing with Unacceptable Behavior
  • … works with Humans, not dogs
    Make a statement of support
    Label the problem behavior
    State Your Response
  • For Example
    “I understand that you are angry about these overdue fines.” [Statement of support]
    “Please do not use inappropriate language.” [Label the problem behavior]
    “If you continue to raise your voice, I will have to ask you to leave the library.” [State Your Response]
  • Surprise!
    Some people will not be satisfied with being heard and being given options.
    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 _________________________.”
  • When Referring a Patron UP…
    Be professional
    • Get their contact information
    • Give them your supervisor’s information
    • Prepare your supervisor with a brief summary of the problem and your actions
  • Review
  • What is a library card?
    Why can’t we let spouses pick up each other’s holds?
    What form do we have for concerns about the collection?
  • How can parents find out what their children have checked out?
    What Needs do people have when they are upset?
  • Special Thanks Rhondapalooza
    For permission to use Mystical Krewe of Barkus Parade photographs from New Orleans