KDL POLICY, PROCEDURES,
SERVICE GUIDELINES, & MICH LAW
Focus on:
FIVE “Ws” for:
Library Cards
Michigan Library Privacy Act
Intellectual Freedom
And some of the “Hows”…
Excited?
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 PolicyWhere 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
NEW Reciprocal Return Policy
Who?
What?
When?
Where?
Why?
How?
Gifts PolicyUnconditional 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 PolicyThe 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.
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 Must be:
• 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:
o patron’s concern, o acquisition policy, and o 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 for or return of the materials identified in that library record
What does that mean? Confidentiality v. Privacy
Record Retention
Parental Rights
Parental RightsWhen will KDL will disclose information to a parent?
1. Parent or legal guardian co-signer brings the child to the library,
2. Parent or legal guardian co-signer has the child’s library card, or
3. They look up the child’s record online or using TNS
What “trumps” the Privacy Act?
US Patriot Act
Service Guidelines
Service Guidelines
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 yourblood pressure!
Three-Point Formula for Dealing with Unacceptable Behavior
… works with Humans, not dogs
1. Make a statement of support
2. Label the problem behavior
3. State Your Response
For Example“I understand that you are angry about these overdue fines.” [Statement of support]
“Swearing at me makes it difficult for me to help you.” [Label the problem behavior]
“I need you to lower your voice so that we can discuss this.” [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 complaints about the collection?
How can parents find out what their children have checked out?
What Needs do people have when they are upset?
When does the new Reciprocal Borrowing Policy take effect?
Special Thanks RhondapaloozaFor permission to use Mystical Krewe
of Barkus Parade photographs from New Orleans