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