Reference Manual
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Adult Services
Reference Department
Manual
Updated
February 25, 2004
Table of Contents
Table of Contents 1
Reference Services Manual Introduction 2-3
Reference Department Positions and Duties 4-5
Lead Person Weekend Duties 5-7
Reference Desk Opening and Closing Procedures 8-10
Reference Desk Daily Procedures 11-13
Reference Desk Items 14-15
Telephone Usage 16
Messages 17-18
Author Request Form 19
Audio Request Form 20
Reserve Database 21-24
Holds Procedures 25-26
Interlibrary Loans 27-28
Library Bill of Rights 29
Confidentiality Policy 29-30
Library Blurbs 31-34
Printing Information 35
Resource Development Center 36-39
Reference Services Manual Introduction
Mission Statement for Portsmouth Public Library
The Portsmouth Public Library will attempt to provide information and resources that meet the needs and exceed the expectations of adults and children of Scioto County, and that support both lifelong learning and lifelong enjoyment.
Mission Statement for Reference Services
It is the goal of the Portsmouth Public Library Adult Services Reference Department to provide accurate information for user requests in a timely and efficient manner.
Philosophy of Service
Our basic function is to provide information not opinions or personal advice. Staff members are responsible for providing information in a businesslike manner even when contrary to personal beliefs.
All users are to be given equal attention and like treatment. Staff must adhere to the American Library Associations’ Library Bill of Rights and the policies outlined in the Portsmouth Public Library Policy Manual.
On such occasions that staff depart from such policies, staff are expected to explain the reasons for making such exceptions. However, such occasions occur very rarely.
Purpose of the Reference Services Manual
This manual will help ensure that users throughout the system receive the same levels of service based on uniform procedures. The two goals of this manual are:
To make information service procedures clear for staff
To provide a basis for training and evaluating staff performance
Use of Manual
The primary goal of the Portsmouth Public Library is to provide high quality service in a consistent manner. This manual should help staff understand what is expected of them and what the public can expect as well. This manual should be used in conjunction with the Ohio Reference Excellence (ORE) Manual and the Portsmouth Public Library Policy Manual.
This manual was created during 2002, and each section has the month and year that it was last updated.
Objectives of Manual
Objective 1:
To assist patrons in locating library materials through the use of the library catalog
and printed materials.
Knowledge needed:
Location of items in library
Location of items in reference collection
Understand how to use items in reference collection
Understand the ready reference section
Collection organization
Understand ILL policy
How to conduct a reference interview
How to use PAC
How to use CIRC
How to read a call number
Maintenance of newspapers and magazines
Objective 2:
To assist patrons in answering their reference questions through researching printed sources and the Internet.
Knowledge needed:
Understand limits of library collection
Understand how to use subject headings to search Internet
Understand which web search engines are best for certain searches
Objective 3:
To direct patrons to the appropriate department.
Knowledge needed:
Where things are in the building
Understand library policies regarding amount of information given to patrons
Understand collections and duties of different departments
How to use phone system to transfer
Reference Department Positions and Duties January 2004
I. Positions
A. Adult Services/Reference Coordinator – 1 (Lead) - 40 hours weekly
B. Adult Services Administrative Assistant – 1 (Lead) - 40 hours weekly
C. Reference Associate – 3 (Lead as designated) - 40 hours weekly
II. Responsibilities of Reference Associates
A. Call holds
B. Check in new books
C. Assist patrons with Ready Reference, library databases and Internet research resources
D. Clean Reference desk monthly
E. Update forms monthly
F. Inventory/restock Reference desk supplies and forms bi-monthly
G. Generate monthly reports
H. Perform clerical tasks such as filing, data entry and word processing
I. Perform projects as assigned
J. Ensure that messages are completed
K. Direct workflow of Circulation clerks and Adult Services pages
L. Support staff consistently by answering questions and directing staff to correct information
M. Responsible for knowing, understanding, supporting, and enforcing Library
policy and procedures
O. Responsible for ensuring that breaks/lunches are followed in a timely manner,
especially on weekends
P. Responsible for Collection Development
Q. Be knowledgeable about online resources such as OPLIN databases, Library’s web site, ALA.org,
R. Responsible for Readers Advisory
-keep current about new books and new authors
-be comfortable with new titles, authors, etc
-use resources such as Genreflecting and the Readers Advisory notebook to assist
patrons
S. Search web for new databases or links that are useful to the Reference Dept.
T. Walk through stacks looking for messy or out of order call #s
U. Check that pages are performing assigned duties
V. Pull ugly, out of date materials from shelves
W. Accept responsibility for patron complaints/problems/situations in the absence of a designated supervisor or reference lead
X. Open Reference Department following daily procedures in absence of reference lead
Y. Responsible for collecting money bags from all departments at closing and
securing bags in safe in absence of reference lead
Z. Responsible for remaining with lead YS person in absence of designated reference
lead until custodian clears building
III. Responsibilities of Lead Positions
A. Same as duties listed under Reference Associates
B. Open Reference Department following daily procedures
C. Accept responsibility for patron complaints/problems/situations in the
absence of a designated supervisor
A. Responsible for checking the SICKLINE on designated days (Saturdays,
Sundays) and providing coverage for ALL departments/locations in the event
of staff call-offs
E. Responsible for financial summary report/bank deposit on designated days
(Saturdays, Sundays).
This includes:
1. Providing money bags with accurate funds for each department.
2. Taking excess funds to safe
F. Responsible for opening/closing/securing building on weekends and evenings
as assigned
G. Responsible for emergency/fire/police procedures on weekends in conjunction
with/or in absence of custodial staff
H. Responsible for collecting money bags from all departments at closing and
securing bags in safe
I. Responsible for verifying that all staff leave building at closing
J. Responsible for remaining with lead YS person until custodian clears building
K. Secure building with security code in the absence of a custodian
Lead Person Weekend Duties
October 2002
OPENING
I. Back hallway A. Turn off ALARM using assigned security code
B. Clock in
II. Deposit
A. Turn on computer, printer and adding machine in work room, using
the username clerk
B. To print Report
1. Open files and choose Detailed Fine Transaction from
2. Date – yesterday
3. Time – Before Library OPENS (like 7 a.m.)
4. Close date – yesterday
5. Time – AFTER closing ( like 8 p.m.)
6. PRINT listing C. Distribute appropriate money into the bags for each department – list on wall details how much goes into each bag D. Count remaining money, coins, and checks - keep totals for each separate
E. Checks – should be stamped on back and initialized on front by staff member with date
K. Coins – if enough, wrap up
L. Total Money – should equal total on printout
a. If short – put note on box – “DO NOT DEPOSIT – INCORRECT”
b. If a little short (like change) take change from change box in safe M. Complete deposit slip a. Write today’s date on deposit slip b. Total currency, coin, checks are separate (write last name and check number) c. Total goes on bottom AND side d. Initial and date totals N. Change goes in WHITE small envelopes – write “COINS” and amount on envelope O. Place All money and deposit slip in deposit bag and place in safe P. Last page of printout, write:
Fines =
Copies/Fax =
Lost =
Agency =
Total =
1. Add “CP” (copies) on printout for copies and “FX” (fax)
2. Add “A” (agency items) on printout and “L” (lost)
3. Subtract totals from A and B (copies/fax and lost/agency) from
total and enter rest in “Fines”
4. Anything other than CP/FX, L, & A goes with Fines.
Q. Sign and date under total
R. If fines waived – circle amount on printout and write “see attached”.
S. Paperclip sheets to printout.
T. Place printout with all attachments in Deputy Clerk Treasurer’s box
U. Place deposit money in bag and place in safe. USE separate bags for Saturday and Sunday
III. Check sick line
A. Record call-off information in Sicklog
B. Reassign staff to provide coverage
C. Call employees to notify them of change in schedule or assigned work location
D. Check sick line again before opening
IV. Take money bags to appropriate locations (generally leave Local History’s on desk with Youth Services) CLOSING – If no custodian is working
I. Tell patrons of closing time II. Turn off dome lights
III. Check main floor and bathrooms to be sure patrons are gone IV. Collect money bags and place in safe
V. Lock front doors
When we have no custodian scheduled at closing, it is the responsibility of the circulation clerks to lock the front doors. The reference person turning off the phones will double-check the front doors. The page(s) are responsible for riding the elevator to the basement and locking the doors open.
A. Bolt top and bottom
B. Deadbolt
C. Slide
Close glass doors
VI. Lock door to back hallway area (alarmed door next to administration)
VII. Wait for all staff to clock out
VIII. Set alarm
IX. Walk around building and check doors to make sure they are all locked
A. Check doors outside of youth services
B. Check handicap button for outside door at YS
C. Check meeting room outside of YS
D. Check front doors
Reference Desk Opening and Closing Procedures January 2003
I. Opening: (Opening procedures are completed before the Library opens)
A. Turn on all computers and printers.
1. Circulation Computers at Adult Circ desk
a. Turn on computers
b. Turn on printers
2. PAC – Catalog computers
a. Turn monitors on ONLY
b. If needed, power on password is xxxxx
c. If needed, at log in screen:
user: pac
password: xxxxx
domain: domain
3. Staff Computers A & B
a. Turn on computers
b. Select “clerk” icon
c. Type “xxxxx” in password field
d. Hit enter
4. Staff Computer C
a. Turn on computer
b. Click on “refdesk” icon
c. Type “xxxxx” in password field
5. Staff Computer D
a. Turn computer on
b. Turn monitor on
c. Password is “xxxxx”
6. Resource Development Computers
a. Turn computers on
b. Turn monitors on
c. Power on password is “xxxxx”
d. At log in screen:
user: patron
password: xxxxx
domain: domain
B. Turn on all copiers.
1. Put money boxes back in machine
2. Pages should have filled copiers with paper the previous evening
3. Lock all drawers
C. Reference Log Sheet:
1. Set up new log for day’s use with current date
2. Change hours of operation if needed
D. Newspapers
1. Adult Reference logs in daily papers on yellow cards kept in top drawer next to Ready Reference. Papers placed by date rotation on periodical shelves.
2. Write “MAIN” on top of Portsmouth Daily Times to go on shelf for patrons
3. Write “OFFICE” on top of Portsmouth Daily Times and take to administration
E. Turn phone system on when it is time to open. This can be done from either
phone at the Reference desk.
1. Press Feature key then 982
2. Type the password: xxxxx
3. Select OK
4. The message “Atd’t Available?” will be displayed
5. Press Change to change the answer from N (no) to Y (yes)
6. Press Next
7. The message “Business Open?” will be displayed.
8. Press Change to change the answer from N (no) to Y (yes)
9. Press Rls to exit.
F. Phone messages
1. Press FEATURE key then 981
2. Type the password: xxxxx
3. Press PLAY to listen to messages
4. After message has been listened to
a. If not needed, press ERASE
b. If message needs transferred, Press TRANSFER then enter mailbox number
c. If needed, press SAVE
II. Closing
A. Turn off all computers and printers.
1. Circulation Computers
2. PAC (Catalog) Computers – MONITORS OFF ONLY
3. Reference Desk Gateway Computer
Hit the Start button in lower left-hand corner and choose Shut Down from menu then again from pop-up menu. If pressed accidentally, hit Cancel.
B. Turn off all copiers.
1. Pages should empty money from copiers and bring to Reference desk to be counted.
2. Take meter count on the machines and record on clipboard at Reference Desk.
3. Leave all doors open, bill changers open, and coin boxes on top of the machine
4. Check paper supply
C. Count all coin and bills from copiers. Enter total amount on circulation computer under patron name of “money, money” which is considered a branch patron.
1. Choose “charges”
2. Choose “new charge”
3. Enter “copies” in Comment Box and choose “CP” from codes. Enter total
amount in “Amount” and click “OK.”
4. Choose “balloon pay/waive”
5. Put all money in bank bag
6. Bank bag is taken downstairs by lead person and placed in safe.
D. Reference Log Sheet
1. Place day’s log sheet at back of stack.
2. Set up new log for the next day’s use.
E. Neat
1. Make sure desks are clutter free
2. Pull chairs up, etc . . .
F. Turn phone off
1. Press Feature and 982
2. Type the password: xxxxx
3. Select OK
4. The message “Atd’t Available?” will be displayed
5. Press Change to change the answer from Y (yes) to N (no)
6. Press Next
7. The message “Business Open?” will be displayed.
8. Press Change to change the answer from Y (yes) to N (no)
9. Press Rls to exit.
Reference Desk Daily Procedures Information
June 2002
I. Computer Usage:
A. The PAC’s or public access computers are connected to the library’s local area network. The PAC’s for Patron use are located at
1. 5 terminals - in the center of the main floor near the new books collection
2. 3 terminals- in the Youth Services Department near the reference desk
B. All word processing and Internet computers are located in the computer
lab on the main floor. Youth services computers have access to games and the
library catalog only.
C. Information on computers reference staff use
1. Circulation Computers at Adult Circ desk
a. Used by staff
b. Check in and check out items
c. Internet access
2. PAC – Catalog computers
a. Used by patrons
b. Search the library’s catalog system
c. No internet access
3. Circulation Computers at Adult Reference Desk
(Computers A & B)
a. Used by reference staff
b. Place holds
c. Research
d. Internet access
3. Resource Development Computers
a. Used by patrons
b. Two terminals used to search reference databases and OPLIN
c. One terminal for Grants Resource Center
i. Internet access for Grants research only
ii. Patrons will be asked to move if found conducting unauthorized computer work
4. Reference C and Reserve Computer at Adult Reference Desk
(Staff Computers C & D)
a. Used by staff
b. Internet access
c. No circulation access
II. Supplies:
A. Most supplies are kept in the janitorial closet located on the main floor (a page
usually maintains the quantity of supplies). When removing supplies, SIGN out on
hanging clipboard what is being taken.
Supplies include:
1. Paper for copiers and printers
2. Toner for copiers and printers
3. Tape and other items we use regularly
B. Additional supplies are stored in the supply closet located underneath the main
staircase. A supply closet key is located in the Reference desk key box.
III. Alarms
A. Emergency Exit Doors
1. Two exit doors on the main floor will sound an alarm if someone opens them. One of the doors is located next to the supply / custodial closet and the other one is located in the west wing.
2. An exit door next to the elevator on the balcony is also armed with an alarm.
3. Usually, these doors are opened by accident and do not necessarily mean a theft is occurring. Always check the exit when an alarm is sounded.
4. The key to reset the alarm on these doors is located in the Reference desk key box.
B. Panic Buttons
1. The Reference Desk is armed with a panic button. The button is provided for the protection of patrons and staff members in the case of an extreme emergency. Once the panic button is pressed, the alarm is answered by Tri-State Security. Tri-State Security will call the reference desk in an attempt to ascertain whether the alarm is serious. If it is an emergency, you may not be able to answer their questions, in which case, they will proceed on the assumption that a real emergency has occurred and the police will be contacted.
2. If the panic button has been pushed by mistake, please give Tri-State Security the following code xxxxx.
IV. Keys:
Most of the keys you will need are located at the Reference Desk. The keys are stored in metal wall cabinet next to the page area. The following keys can be found there.
1. Bookmark 21 copier
2. Mobile Services & Quiet room
3. ---
4. Alarm box
5. PAC
6. ---
7. Bookmark 35 copier
8. Elevator key
9. ---
10. Break room storage
11. ---
12. Server room
13. Supply closet – under main staircase
14. Money drawer - at circulation desk
15. ---
V. Newspapers
A. Location
1. Current issue on display
2. Current month kept in cabinet with pull-up drawers across from current issue shelves
3. Back issues kept on balcony
a. Back issues of most newspapers are kept for 2 months
4. Portsmouth Daily Times
a. Local History keeps older editions on microfilm
b. 1858 - present available
5. Community Common
a. Kept indefinitely
b. All back issues are kept on balcony
c. Back issues may only be viewed by patrons in the Local History Department. Have a page take the papers to Local History and LH staff will call Reference when the papers are ready to be returned to the balcony.
B. Checking-in
a. Remove and discard all ads
b. Check-in using yellow cards located in drawer next to Ready
Reference shelves
Reference Desk Items
June 2002
Beginning at Column and moving clockwise around desk
Adjacent to column – Page area
Each page has a folder and clipboard
Pagers for pages
Two Filing Cabinets by Computer A
Two-drawer filing cabinet is for assigned staff
Three-drawer filing cabinet contains:
Top drawer - supplies
Middle drawer – Forms such as:
Accident Reports
Citizen request for reconsideration of material
Employment applications
Fax cover sheets
Home schooling using Dewey Decimal
Letterhead/envelopes
Master copies
Instructions for using FAX machine
Bottom drawer - for assigned staff
Books by Computer A:
Dewey Decimal Classification & Relative Index
MARC Manual
Genreflecting
Ready Reference Shelves – located between Computer A and Computer B
NADA current guides/Kelley Blue Book
Consumer Reports magazine-current year
Portsmouth phone book
Ready Reference Shelves – located to Right of Computer B
Local OH/KY/WV phone books
Current World Almanac
Current City Directory
Dictionary
Consumer Reports Buyers Guide
Consumer Reports Car Buying Guide
Adult Services Reference Manual
Community Directory
Crew Manual
Filing cabinet located between Computers B & C
Top Drawer – supplies
Middle and bottom drawers - for assigned staff
Ready Reference and Hold Shelves - located at back of Reference desk area
1st column – Zip Code directories
ORE Manual
Scioto County Statistics
Xerox and laser jet paper
Bottom shelf – Books to send to cataloging (must be initialed by authorized staff)
2nd column - Reserve books (these have a high theft rate) – witchcraft, astrology, etc . . .
-Users must leave library card or drivers license
-Write down title, author & call number of book taken on form provided
and paperclip to ID
-Patron limited to one book at a time
-May make copies
-CANNOT check out
Scrap paper
Red box contains labels for PAPERBACKS and large print labels
Colored printer paper
Blank labels
3rd & 4th column – Holds for patrons
Filing Cabinets by Reserve Computer
Hanging
Interlibrary Loan requests and other paperwork
Drawer under Reserves Computer
Book orders
Author Reserve Database completed forms from ALL locations
Labels for Study Guides, phone books
Telephone Usage at Reference Desk
June 2002
I. Front phone between computers A and B is considered the main incoming line
II. Back phone
A. Use for outgoing calls when possible.
B. Police officer or someone working for the library like a repairperson should also be referred to the back phone.
III. Incoming call
A. Black flashing light (and ringing) indicates an incoming call.
B. Pick up the receiver.
C. Greeting should be “Reference Desk, may I help you?” or “Portsmouth Public
Library, may I help you?”
D. If incoming call is on back phone and you are at the front phone (or vice versa)
hit “feature” and then “75” to pick up the other phone.
IV. Transfer incoming call on Line 1 or Line 2
A. Push “link” button, wait for box to appear in display.
B. Hit the three-digit department code.
C. For example, caller wants youth services reference desk, push “link” and “225.”
D. Once the phone begins to ring, hang up.
E. If the caller wishes to speak with someone directly in that department, you may remain on the line, give staff the information, then hang up.
Calls on either of the Intercom lines cannot be transferred.
V. Three extensions work differently
A. To transfer to IT Lab, Administrative Assistant’s Desk or Deputy-Clerk
Treasurer, use the “transfer” button.
B. The transfer button is the top right of the three buttons directly underneath the
display screen.
C. Hit “transfer” then the number.
D. Once the phone begins to ring, hang up.
VI. Phone problems – Contact Jenny Lavender at 205.
Messages
July 2002
A message is sent when a location places a hold for an item that does not belong to that location. A message is also generated when a patron places a hold from a computer.
Messages should be checked at least three times daily. A message has been received when an envelope appears in the upper right side of the circulation screen.
I. To view messages from Circulation screen
A. Click on envelope
B. Window will appear with the messages
C. Highlight barcode of item
D. Right click to copy barcode
E. Go to F4 screen then right click in field to paste barcode
F. Click search to bring up item record
G. Write down barcode and item location
H. Go to shelf and bring item with correct barcode to computer
I. Tape a Routing Slip to book and circle correct location to send item to
J. Return to circ window and click on messages
K. Click on message and then click on “DELETE” to remove message
L. Place item on routing cart
II. To view messages by report (password level 2 or 3)
A. Click on “Start” button at bottom left of screen
B. Go to “Programs”
C. Go to “LS Reports”
D. Click on “Open File” icon or use pull-down menu File – Open
E. Use right arrow to move through reports
F. Click on “Message List.rpt”
G. Enter user name and password
H. Choose your location
I. Click on “Print” icon or use pull-down menu File – Print
J. Go to shelf and bring item with correct barcode to computer
K. Tape a Routing Slip to book and circle correct location to send item to
L. Return to circ window and click on messages
M. Click on message and then click on “DELETE” to remove message
N. Place item on routing cart
III. If item is not found at your location
A. Immediately move to F3, check in screen
B. Click on “Special Status” in upper right corner
C. Check in item
D. Window appears – choose “Lost – Staff Action”
E. Verify that the hold has been attached to another item on the record. If it has not, cancel the hold and place it again.
F. If your location has the only copy of the item, notify the requesting location that the item is not available.
Author Request Form
February 25, 2004
The Author request form is a reader’s advisory tool used to allow patrons to automatically be put on hold for their favorite authors’ new books. These requests will be added into the Reserve Database where the holds list is stored.
Staff should offer a patron an author request form every time any readers’ advisory service is performed. For example, if a patron asks, “Do you know when John Grisham’s new book is coming out?” or “Do you have any new mysteries?” Staff should take that opportunity to tell the patron about this service.
Once staff has explained the service give the patron an author request form. This form is located at the adult reference desk and adult circulation.
The patron will fill in his name, phone number, location, date, barcode, and will be given the option to choose only Large Print (check yes or no).
The patron can circle the authors he likes. He can only choose from the authors on the list.
When the patron returns the form verify his information. Pull his record up in circ to verify he does have a card and the phone number on the form matches the one in circ.
Give the form to the designated Library Associate at adult reference.
Audio Author Request Form
February 25, 2004
The Audio Author request form is a reader’s advisory tool used to allow patrons to automatically be put on hold for their favorite authors’ new audios. These requests will be added into the Reserve Database where the holds list is stored.
Staff should offer a patron an author request form every time any readers’ advisory service is performed. For example, if a patron asks, “Do you know when John Grisham’s new book is coming out?” or “Do you have any new mysteries?” Staff should take that opportunity to tell the patron about this service.
Once staff has explained the service give the patron an author request form. This form is located at the adult reference desk and adult circulation.
The patron will fill in his name, phone number, location, date, barcode, and will be given the option to choose tapes or CDs.
The patron can circle the authors he likes. He can only choose from the authors on the list.
When the patron returns the form verify his information. Pull his record up in circ to verify he does have a card and the phone number on the form matches the one in circ.
Give the form to the designated Library Associate at adult reference.
Reserves Database
February 25, 2004
The reserves database is used to store patrons’ book/audio request for items the library has ordered but has not received.
Using the Reserve Database
Checking New Books in the Reserves Database
All new books the library receives should be checked in the reserves database before they are checked into circulation.
Log into the reserves database using the assigned password.
Click on item search.
Type in a word from the title of the book. (Hint: one important word in the title works better than typing the entire title)
If no results come up click on search again and go to the next title.
If the title of the book comes up click on it.
A record of the title and the patrons on the holds list will appear.
Click on the view button in the upper right corner to get a list of patrons. This list will show the patron barcodes only, no names.
Click control “P” to print the list.
After the list is printed delete the title from the database
Deleting a Title from the Database
Find the title in the database
Click on the title twice or click once on the number beside the title
The title will now appear on screen in a small box
Click on the title inside the box
Click on DELETE at the bottom of the screen and SAVE CHANGES
The title is now removed along with the patron holds
Adding Books to the Reserves Database
Books are added to the reserves after they have been ordered for a patron, but have not arrived.
Before adding a book check the PAC menu for the title. PPL may already own it.
Check the reserves database to see if another staff member has already added the title. Another patron may have already requested it. If the title is already available see adding a patron to a holds list.
Check to see if the author is in the database. If so, go to next step. If not, see adding an author to the reserves database.
Search for the title. If it is not found click on the ADD NEW button.
Began typing the title. A window will pop up reading REMEMBER NO PUNCTUATION IN A TITLE. Click OK.
Another window will appear reading PLEASE CHECK THE PAC FOR THIS TITLE BEFORE ADDING IT TO THE DATABASE. Click ok.
To add the record fill in the title
choose material type (book, large print, paperback, audio cassette, audio compact disc)
Author
Call number (Fic, NF, ALP, APB, AC, ACD)
Choose branch
Date ordered (mm/dd/yy)
Staff initials (first, middle, and last)
Choose add item
Creating an Author Record
To add an author to the database first search for the author within the database by choosing author search
Type in the author’s last name and choose search
If the author is found he/she is already in the database and this step is complete.
If the author is not found, select ADD AN AUTHOR
Type in the author last name in the first space/ type first name in the second space (they are labeled)
Leave the space that says MEMBER OF AUTHOR DATABASE to the NO default
Select ADD AUTHOR
Add a Patron to the Database
To add a patron to the database staff must first go to the patron’s circulation record. Be sure the patron’s name and phone number are correct.
At the circulation record, go to the patron’s basic info and right click on the patron’s id (or barcode number) and copy it. Staff must use this number to create a barcode for the patron in the reserves database.
Go to the start menu and select programs, then select SPECIAL APPS
From there select B_Generator (this is the barcode generator)
Paste the patron ID in the barcode generator and click save
Now log into the reserve database and go to patron search
Search for the patron in the database by typing in the patron’s last name
If the patron is found this step is complete
If the patron is not found staff must add him/her
Click ADD PATRON
A screen will appear where staff will add the patron’s last name, first name, phone number, phone type (home, work, cell), branch, staff initials, date (it is actually done by default), Large Print (yes or no), Audio Database (yes or no), and Author Reserves Database (yes or no)
Click ADD PATRON and another screen should appear that will enable the patron’s barcode to now be added to his/her database record
Select Browse
A box will appear, choose the file icon under the word FILE
-Go to the box that reads DESKTOP and scroll down to LOCAL DISK (C:)
-Choose ppl file and click OPEN
-A list of barcode will appear, click on the patron’s correct barcode (it will have already been loaded in from the barcode generator) and select OPEN
-A new page will appear, select UPLOAD BARCODE
-A note will appear “Barcode 123456778990 was uploaded successfully”
The patron’s record is now complete and ready to use
Adding an Author to a Patron’s Record
Go to patron search and search for the patron by last name
Click on the patron’s name to bring up his/her record
Find the author on the pull-down menu and highlight
Click ADD AUTHOR
Adding a Patron to Hold List
Search for ITEM TITLE
Click on TITLE
Find patron’s name on pull-down menu
Highlight patron’s name and click ADD RESERVE
Holds Procedures
July 2002
All library materials may be placed on hold except for Reference, Homebound, and Bookmobile items and entertainment videotapes, DVDs and big books. Materials can be borrowed from ALL locations except Homebound and Bookmobile.
I. Placing a hold by title
A. Check PAC to see if PPL owns a copy
B. Ask patron if it matters what format (hardcover, paperback, large print)
C. Scan patron’s card at this point to verify that patron has a valid card and is in good standing
1. If fines are over $5, explain that fines must be below $5 to check out
2. If patron has more than 3 items overdue, a hold cannot be placed
D. Verify patron’s phone number
E. At patron record, click on “HOLDS”
F. Ask patron what location item should be sent to
1. If your branch is default, click “OK”
2. If patron wants different branch than default, click on arrow and choose correct branch
G. At bottom of HOLDS field, click “PLACE”
H. At window, type title of item
I. Click correct item from list
1. Window may appear stating that patron is not able to check out some items. Click “OK”
2. Window may appear stating that item is available at location, click “OK”
J. Click “SAVE” button located at bottom of screen
II. Placing a hold for patron to pick up at other location
A. Call location to see if item is on shelf
B. If it is, place hold to be sent to that location
III. Placing hold by item barcode
A. If message appears and location does not have that barcode but does have same item with a different barcode
B. Pull up the circulation record of the patron requesting the item.
C. Cancel the hold on the requested title
D. At patron record, click on “HOLDS”
E. Type in the title of the requested item and choose the correct title from list
F. Click on “ITEMS” at top of toggle widow
G. Double-click on the barcode requested
H. Click “SAVE”
IV. Canceling holds
A. Reasons to cancel a hold
1. Patron may request hold to be cancelled
2. Patron may not pick up item within time frame
B. Go to patron record
C. Click on “HOLDS”
D. Click on title to be canceled
E. Go to bottom of holds window and click on “CANCEL”
F. Window will appear saying an override password is needed
1. Enter password
2. Only level 3 staff may use override password
G. Window may appear asking if you want to cancel, Click “YES”
H. If no other holds on item, screen will state to move to owning location or place on shelf (if your location owns item)
I. If other holds on item, screen will state to move to another location to satisfy a hold or hold slip will print if next person on hold is your branch’s patron
V. Other Holds Policies
A. If patron finds a book on shelf and when checking out, screen states item is on hold for another patron
1. Don’t change status
2. Apologize to patron – “I’m sorry, this item is currently on hold for another patron. Would you like to be placed on hold for this item?”
3. Circulation staff should write note explaining item found on shelf with a hold and send to Reference desk.
B. When canceling a hold or checking in an item that has holds but no hold slip prints, write a note explaining situation and send to Reference desk.
Interlibrary Loans (ILL)
January 2004
I. Interlibrary Loans via SEO
A. When we can ILL
1. PPL does NOT have item in an available collection
2. Item is over 1 year old
3. PPL item is missing
B. When we cannot ILL
1. Item is less than 1 year old
2. Item is overdue (unless extenuating circumstances)
3. Item is a media format – books on tape/CD, video, DVD
II. Requests received from
A. Patrons via phone
B. Patrons in person
C. Branch patrons via faxes from the branches
III. Before processing an ILL request
A. Verify patron – a person cannot request an ILL for someone else
B. Verify patron has a valid library card
C. Ensure that PPL does not own title (even with requests from branches)
1. Check in CIRC and PAC
2. Check both title and author
3. If book has been marked as lost, make effort to physically locate title again
before requesting the loan
D. We only allows 3 ILL books in process (requested/on hold/checked out) at a time for a patron. If multiple requests are received, verify what is available via SEO.
1. If only 3 of the requests are available, then ILL those 3 and inform
patron/branch that other titles are not available.
2. If all of the titles are available, contact patron/branch to see which 3 items
patron wishes to borrow at this time
3. We will not “sit on” requests. Patron/branch will need to contact us at a later
date for the other items in excess of 3.
The following fees will be assessed for ILL materials:
- ILL overdue fines are $1.00 per day with a maximum overdue fine of $30.00.
- ILL lost or non-returned items – Replacement cost of item plus a $50.00 lost item processing
fee. After 30 days from the due date the full cost will be charged to patron’s Portsmouth Public
Library card.
- ILL arrived books that are not picked up - $5.00 per item.
- ILL unclaimed photocopies - $5.00 per item plus the cost of the photocopied article.
- Any ILL materials that are damaged while on loan to a patron will require the patron to
reimburse the Portsmouth Public Library for the cost of the material and/or any service fees
required by the lending library or service.
IV. Procedure for ILL
A. Check for title on SEO website at www.seo.lib.oh.us
B. Click on “library catalog” from left-side menu
C. Search for title
1. If not found, search by title keyword
2. If still not found, search by author
3. If still not found, verify title and author via Amazon.com or other source
D. Click on title
E. Click on “show details” next to correct title
F. Click on “request any item” button to place item on hold
G. Enter library barcode –199355 and last four digits of library phone
number – 5688, then click on “login” button
H. Click on “request” button to complete hold
I. Print the screen that appears telling you your hold has been successfully placed
J. Complete SEO book request slip
1. Patron’s name
2. Patron’s phone number
3. Requesting branch
K. Staple slip to SEO printout and to Amazon page if requested from a branch
L. Highlight title
M. File in appropriate alphabetical folder location under SEO request
V. If title NOT found on SEO
A. Tell patron that item is not available through our service
B. If patron is interesting in purchasing item, print the page from Amazon and give
to patron
A. If branch request, call or fax branch
VI. SEO Arrivals
A. Pull paperwork from SEO requested file
B. Check book for any damage, if any found, note on paperwork
C. Check book in using bar code on white band wrapper around book
D. Place patron on hold for book
Library Bill of Rights
The council of the American Library Association reaffirms its belief in the following basic policies which should govern the services of all libraries:
As a responsibility of library service, books and other library materials selected should be chosen for values of interest, information and enlightenment of all the people of the community. In no case should library materials be excluded because of the race or nationality or the social, political or religious views of the writer.
Libraries should provide the fullest practicable range of material presenting all points of view concerning the problems and issues of our times, international, national, and local; and books or other reading matter of sound actual authority should not be proscribed or removed from library shelves because of partisan or doctrinal disapproval.
Censorship of books, urged or practiced by volunteer arbiters of morals or political opinion or by organizations that would establish a coercive concept of Americanism, must be challenged by libraries in the maintenance of their responsibility to provide public information and enlightenment through the printed word.
Libraries should enlist the cooperation of allied groups in the fields of science, of education, and of book publishing in resisting all abridgment of the free access to ideas and full freedom of expression that are the tradition and heritage of Americans.
As an institution of education for democratic living, the library should welcome the use of its meeting rooms for socially useful and cultural activities and discussion of current public questions.
Confidentiality of Patron Records Policy
It is the policy of the Board of Trustees, in accordance with Section 149.432 of the Ohio Revised Code, that all library records containing patron information are confidential.
The Portsmouth Public Library will not release any library record or disclose any patron information except in the following situations:
1) Parents, guardians, and custodians will have access to their minor children’s records;
2) In accordance with a subpoena, search warrant, or other court order, or to a law enforcement officer who is investigating a matter involving public safety in exigent circumstances;
3) Upon the request or with the written consent of the individual who is the subject of the record or information; or
4) For library administrative purposes.
At the time of registration, borrowers may elect to make their patron records available to a spouse or other designated individual. Questions and Answers
Q. Can the library provide the titles of the books a spouse has checked out to the other spouse?
1. Only if the library has the permission of the individual who is the subject of the
record. The Portsmouth Public Library allows patrons to give permission for access
at the time of registration. Permission must be written and will be noted on the
patron’s computerized record for future reference.
Q. Can grandparents get copies of their grandchildren’s records?
A. The records are not open to the grandparent unless the grandparent meets the definition of guardian or custodian and is able to provide proof of such, or the child’s parent has given written permission to release the child’s records to the grandparent.
Q. The child’s parents are divorced. Do both parents have access to the child’s library card?
A. Yes. The law does not require the parent to have custody of the child in order to have access to the library records.
Q. A patron has given another person written permission to access his library record.
Does this allow that person to use the patron’s library card?
1. No, it does not. The permission only provides access to the information contained in
the record. The Portsmouth Public Library’s policy states that only the cardholder may
borrow materials with the card.
When a patron calls in for information, get card number, current address, birth date.
Staff CANNOT give out addresses over the phone by looking them up in library records. Only phonebooks or similar resources can be used for this type of question.
Library Blurbs
June 2002
Use these phrases to help answer those sticky questions.
I. Holds
A. Patron asks to pick up books on hold for another patron
Due to reasons of patron confidentiality, staff may only check out reserved materials to the person who reserved the book UNLESS that person has signed an application card designating another person to pick up reserved materials. (Explain Proxy procedure: However, if you are a designated proxy, staff can check out the reserved materials to the cardholder, but you will need either your own library card or photo ID to verify that you are the named proxy).
B. You’re kidding me! You mean I can’t pick up my sick mother’s books? Don’t you care she has nothing to read?
The library has an excellent program called “Homebound” and will deliver materials right to your mother’s door. Would you like the name and phone number so you can call our Homebound staff and get this set up? We also have a Homebound application if you would like to take it today.
C. Can’t you just call my wife/mother/brother/father/pet? They will tell you that I’m allowed to pick up the book?
The library requires a patron’s signature on file to be able to check out reserved materials to someone else. We will be happy to call your wife/mother/brother/
father/pet and explain what they can do to use our proxy or they can call us at 354-5688 and ask for Reference.
II. Phones
A. Can I use your telephone?
The library provides a pay phone for public use in the basement by the East exit. It’s 35 cents per call.
B. Can I borrow a quarter? I don’t have any money.
I’m sorry. Staff don’t have money to lend
C. Exception
Reference staff do make the call for a taxi or the retirement bus for elderly patrons. Staff complete the phone call not the patron.
Also, if a child is in the library without money and needs to call the parent for a ride, Reference staff will make the call and inform the parent that “Johnny” needs a ride home. Be sure to tell the parent what time the library closes.
D. Hello, my wife is somewhere in the library and has on a red shirt and brown hair. Could you find her and ask her to come to the phone?
I’m sorry, the library doesn’t have an intercom system, so it isn’t possible to call patrons to the phone.
E. This is an emergency!
HINT: Patrons often say “it’s an emergency” and then say, “bring home a gallon of milk.” This is an on-going problem at Reference because we get most public calls.
Ask the patron what the emergency is and then make your decision. If you suspect the patron is not being honest, suggest they call the Portsmouth City Police. There has never been a time that we suggested this and the police ran in a few minutes later looking for a woman in a red shirt with brown hair.
III. Internet
A. Can I use a computer/Internet?
Is there something the Reference Department can help you with or do you particularly want to surf the web or check your e-mail?
If you want to surf the web or check your e-mail, you will need your library card or photo ID with age verification to sign on.
B. Can I use the Internet to do some homework?
We have some great resources on these reference computers, so patrons can have information for papers and homework. Would you like to try these sources?
C. Why did you let my child look at dirty pictures on the Internet?
Children under the age of 18 are required to have parental consent to access the Internet in the library. The library provides access but we suggest that parents come to the library with their child if they are concerned about the type of information available.
D. You mean to tell me my kid’s not even safe in a library?
The library has a Patron Access to the Internet Policy in place that states people are not permitted to view materials which might be reasonably construed as obscene, but again, it is the responsibility of the parents to choose the types of materials that they want their child to use when in the library. Would you prefer that your child not have Internet access? We’ll be happy to make your child a new card. Do you have the your child’s current card so we can do that today?
If the patron is not satisfied, ask the patron if he/she would like to speak with the Assistant Director/Director.
IV. Food or Drink
A. Patron walks into library with food or drink
I’m sorry, but to protect our materials and equipment, the library doesn’t allow food or drink inside the library. You may either throw it away or step outside
B. Oh, I’m not going to drink this coffee. I’m just going to carry it around with me.
We have a sign posted that says the library doesn’t allow food or drink inside. You’ll have to throw it away or take it outside.
C. Can I just leave my soda behind your desk and pick it up when I leave?
Staff aren’t permitted to have food or drinks behind the desk either.
V. Copier
A. How do I put my own paper in the copier?
The library can use only the paper that is provided by our supplier in the copier. There are places in town that allow you to use different types of paper. Would you like their numbers/addresses?
B. I copied $23.00 worth of copies. Can I get a receipt?
We ask that patrons requiring receipts use professional copier services in town. A sign explaining that we do not give receipts and a listing of copier services are posted by all copiers
C. Well, how would I know that?
The library posts signs above both copiers.
VI. Leaving Personal items at desks
A. Hello! Can I leave my coffee/donuts/pop/purse/computer/backpack/
baby/books/videos at your desk while I go next door/to the restroom/take a hike?
I’m sorry, but the library staff can’t be responsible for personal items left at the desk. We get very busy at the desk and can’t watch personal items.
Printing Policy
11/26/02
According to an e-mail from the Director, 10/25/02, the printing policy at the reference desk is as follows:
“If you are copying something and handing it to a patron in response to a reference
question, especially when the material is not available in another format, then
there is no charge. There will be the 10 cents per page charge for patron initiated
prints from photocopiers and computers. I am aware that some may argue that
this is unfair but especially in the case of photocopiers, we cannot differentiate between those patrons who come in simply to use the photocopier and those who are copying library materials. We have to draw the line somewhere.”
According to an e-mail from the IT Coordinator on 11/14/02, patrons may be refunded for completely blank pages, as long as it isn't an unreasonable # pages. IT Staff will either call the circ desk or go to the desk with the patron for the refund. Also, IT staff will tell the ref desk and we will make a note of the refund and place in money bag so the deposit doesn't come up short.
Resource Development Center
1/12/2004
Before automatically referring patrons to the Reference staff member assigned to grants or to the grants software, please conduct a “grants” reference interview to determine what the patron needs/wants. Many patrons do not have needs the cooperating collection can address, but could be aided by the general collection.
The “Resource Development Center” (RDC) now has signs posted stating what services it offers and how staff can and cannot assist patrons. Be sure you are familiar with these signs. The Foundation Center calls us a “cooperating collection” but we chose a name that reflects the other materials present on the computers and in the collection.
The GREF collection contains current directories of grantmakers. As we get the newer editions, the old directories will be placed in circulation. These directories contain the same information that the software does; however, for those people who are not computer savvy, these directories should be very helpful.
Both the GREF and the circulating collection contain books that fall into the following categories:
1) Helping Nonprofit Groups succeed – including how to start one, governance, administration, fundraising, accounting, public relations
2) Helping grant seekers succeed – including grant writing and grants research
3) Helping grantmakers, policymakers, and researchers (to a lesser extent) – how to design giving programs, leadership, and legislation
On the third computer behind the reference desk which has Internet access, the main starting page on Internet Explorer includes links to web sites concerning these five categories:
1) news and grant writing resources
2) grants from government and other organizations
3) grants research
4) professional organizations and training opportunities
5) information for nonprofit groups, grant makers, individuals, and small businesses
Based on our experience thus far, we all will be spending time educating patrons on grants – grants are mostly available for nonprofit entities such as an animal shelter, United Way, etc. . . Certain agencies such as the Southern Ohio Growth partnership receive government grants which the partnership then uses to provide low-cost loans to businesses, to provide training for employees, and to provide other services.
However, there are people who advertise “free money” and “grants to all.” These advertisements are misleading – while there is some free money to attend college like Matthew Lesko says, the criteria is very specific. So if someone falls into a category like: over 45, female, has 10 kids, high school drop out 25 years ago with GED now, one-quarter Cherokee/Danish, Episcopalian, AND has green hair, then that person may qualify for free money!
So when conducting the grants reference interview, always educate. Also, always ask further questions after patron states “I want a grant” to determine the true nature of the patron’s needs.
Does the patron wish to start a small business? Does the patron need money to expand a current business? Is patron a volunteer for a nonprofit organization? Does patron want to start a day care? Does nonprofit agency need money to buy equipment?
If the questions lean more towards small business, then the small business resources notebook may be most helpful. We do have small business materials – books on how to start a small business, how to finance a small business start-up, creating a business plan, legal forms for small businesses, and much more. So ALWAYS check the PAC system before recommending patrons go elsewhere (although that may likely be the next step).
Some key points:
Portsmouth Public Library does NOT write grants for others
We do NOT search the databases for patrons – we can show 1 basic search then the patrons are on their own. Computer illiterate patrons should be shown the books.
Here are some sample scenarios to help you with the grants reference interview.
Scenario 1
Patron: I heard you have a grant center. I need a grant for my small
business.
Staff: We are a cooperating collection for the Foundation Center based in
New York City, and those grant materials are for nonprofit entities
searching for grants.
We do have books on proposal writing that can be helpful with applying for grants in addition to books on starting a small business.
Are you currently in business or are you seeking to start a business?
Patron: Well, I would like to open a computer shop.
Staff: Okay, let me show you how to search our PAC to find books on “starting small businesses” and “writing business plans.” We also have created a resource book for small businesses. I can show you that information as well and give you the number for the Southern Ohio Growth Partnership who offers assistance to business and industry.
Some of the small business books are in the 658s and other like
“Legal guide for Starting & Running a Small Business” are located at 346.73 S. If the patron wishes to incorporate, we have books like “How to Form a LLC or partnership in Ohio” in Reference 346.768 Bro and “How to Form your own Ohio Corporation” in 346.771 Wil.
Scenario 2
Patron: I want to write a book. Can you write me a grant?
Staff: We are a cooperating collection for the Foundation Center based in
New York City. The Foundation Center materials are geared for
nonprofit groups searching for grants, students searching for scholarships, and researchers searching for research grants.
While we will offer workshops in grant writing in the future, we do not write grants for the public. Would you like me to add you to the mailing list for the upcoming workshops?
We do have some information on writing and how to find a publisher. What type of book are you writing and what type of help do you need?
Patron: It’s a fiction book about serial killers in Scioto County.
Staff: The cooperating collection won’t really help you for that topic.
Let me show you the books we have on the writing and publishing
novels.
Show patron how to search PAC for the “Writer’s market” (newest edition at Reference 808.02 Two, year-older edition at same call number in the circulating stacks).
Show patron how to search PAC for books on writing novels
Different patron:
I’m in graduate school and writing a book on the effects of social services
on today’s society. I would like to find a grant to help fund some discussion groups
and other research methods.
Staff: I believe we can help you. We are a cooperating collection for the
Foundation Center based in New York City. The Foundation Center materials are geared for nonprofit groups searching for grants, students searching for scholarships, and researchers searching for research grants
One of the programs is called “Grants for Individuals” which is mainly for scholars and academics, and it may be helpful. Let me show you how to get started. Have you contacted your university’s grant writers or development department? They may be able to help you too.
Scenario 3:
Patron: Our business needs a grant to expand. Don’t you have a grant
center?
Staff: We are a cooperating collection for the Foundation Center based in New York City. The Foundation Center materials are geared for nonprofit groups searching for grants, students searching for scholarships, and researchers searching for research grants. So the center may not be useful in finding a grant.
What specifically to you need help with - writing a grant proposal or finding money to finance the expansion or something else?
Patron: We’ve just started, so we need help with everything.
Staff: Let me show you how to locate our books on proposal writing and
where they are located. Although they are geared more for
nonprofit groups, they will help you with the basics.
Show patron how to search for “proposal writing” on the PAC. Most of the books are located at 658.152.
Also show patron how to search for “business financing” (most are also located in the 658s).
We also have created a resource book for small businesses. I can show you that information as well and give you the number for the Southern Ohio Growth Partnership who offers assistance to business and industry