Public and Policies | Participant Packet



	~Soaring To Excellence~ November 17, 2000 The Public and Policies: Interpreting and applying library service policies *Presented by Debra Wilcox Johnson* Biography Debra Wilcox Johnson is a partner in Johnson & Johnson Consulting, a firm specializing in management, evaluation, literacy and training. Dr. Johnson consults and trains throughout the United States on topics such as customer service, coping with technology, and creating an effective workplace. Dr. Johnson has taught at the University of Wisconsin and currently teaches for the University of Illinois via the Internet. She holds a doctorate from the University of Wisconsin-Madison and is known for her practical and sometimes humorous approach to modern life in the workplace. Outline v Policies Purpose Creating policies Types of policies Policy vs. procedures v Making use of policies Who decides: defining parameters Customer service and policies Flexibility and consistency Putting the principles to work v Your role in influencing policy When it doesn’t work: the exception becomes the rule Keeping track of service difficulties Discussing interpretations of the policy Removing barriers to service Discussion questions and activities BEFORE THE TELECONFERENCE 1. You are a customer on a regular basis. Give a personal example of unfair service (outside of the library setting). Consider What frustrated you? What made the situation unfair? How would you have fixed it? 2. List the ways your customers might find your policies unfair. 3. Take a fresh look at your library’s service policies. Consider: What barriers are created by your service policies? What might be outdated? What works well in the policy? AFTER THE TELECONFERENCE 1. What is the difference between flexibility and inconsistency? 2. What does it mean to be a “values-based” organization rather than a “rule-based” organization? 3. What are effective strategies for “getting to yes” with library users? 4. Consider alternate ways to respond to the scenarios presented in the teleconference. Selected Resources Reading List Goleski, Elaine. “Learning to Say ‘Yes’: A Customer Service Program for Library Staff.” Library Administration & Management 9/4 (Fall 1995): 211-215. Hyman, Karen. “Internet Policies: Managing in the Real World.” American Libraries 28 (1997): 60-62. Leisner, Tony. “Not Fit For Print-“I Am Not A Crook.” Against the Grain 10 (June 1998): 64. Reed, David F. "Management in Context: Making the Concepts Real." KentuckyLibraries 58 (Fall 1994): 23-25. Rogers, Michael. "A Violation of Writes?" Library Journal 124 (November 1, 1999): 56-57. Rogers, Michael. "Taking Stock of Internet Policies. " Library Journal 123 (December 1998): 67-68. Smith, Mark. “1: The Policy Development Process.” In Internet Policy Handbook for Libraries. New York: Neal-Schuman Publishers, 1999, pp. 1 - 7. Uhler, Scott, and Phillippe Weiss. "Behave Yourself-This is a Library!" Illinois Libraries 77 (Fall 1995): 189-191. Wiley, Lynn, and John Harer. “Value-Added Access Services.” In People Come First edited by Dale S. Montanelli and Patricia Stenstrom (Chicago: American Library Association, 1999), pp. 114 - 130. Additional Resources Cassell, Kay Ann. Developing Reference Collections and Services in an Electronic Age. New York: Neal-Schuman Publishers, 1999. Collected Technology Policies. Chicago: Public Library Association, 1998. Evans, G. Edward, Anthony J. Amodeo, and Thomas L. Carter. Introduction to Library Public Services. Colorado: Libraries Unlimited, 1999. Evans, G. Edwards, and Margaret R. Zarnosky. Developing Library and Information Center Collections. Colorado: Libraries Unlimited, 2000. Fine, Sara. “Librarians and the Art of Helping.” The Reference Librarian 59 (1997): 77-91. Gorman, Michael. “Avoiding the Seven Deadly Sins or Technology and the Future of Library Service in Academic Libraries.” In People Come First edited by Dale S. Montanelli and Patricia Stenstrom (Chicago: American Library Association, 1999), pp. 1-11. Jones, Barbara M. Libraries, Access, and Intellectual Freedom: Developing Policies for Public and Academic Libraries. Chicago: American Library Association, 1999. Larson, Jeanette. Model Policies for Small and Medium Public Libraries. New York: Neal-Schuman Publishers, 1998. PLA Policy Manual Committee. PLA Handbook For Writers of Public Library Policies. Chicago: Public Library Association, 1993. Shuman, Bruce A. Library Security and Safety Handbook: Prevention, Policies, and Procedures. Chicago: American Library Association, 1999. Smith, Mark. Internet Policy Handbook for Libraries. New York: Neal-Schuman Publishers, New York: 1999. Tenopir, Carol. "Online Use Policies and Restrictions." Library Journal 122 (July 1997): 33-34. Service Policies Links College of DuPage Library: Glen Ellyn, IL http://www.cod.edu/library/sidebar/Policies.htm#Philosophy Arizona State University Libraries: Tempe, AZ http://www.asu.edu/lib/resources/services.htm Frisbie Middle School Library Media Center: Rialto, CA http://www.geocities.com/~rkellmer/faqs.html#Collection High Point High School Library Media Center: Beltsville, MD http://users.erols.com/hphslmc/about.html Sparta Public Library: Sparta, NJ http://www.sparta.lib.nj.us/inf.html The National Geographic Society Library: Washington, D.C. http://www.nationalgeographic.com/resources/ngs/library/about.html
	\|IT Office of Special Services \| Dancing with Change \| Soaring to Excellence Copyright � 1999 College of DuPage College of DuPage Library � Student Resource Center (SRC), Room 2500 � teleconference@cdnet.cod.edu Updated 28 June 2002