[PUBLIB] Final list of things making libraries look stupid (fwd)

[PUBLIB]

Sender: Chris Rippel <crippel at ckls.org>
Subject: Final list of things making libraries look stupid

Dear Colleague,

After my first posting of this list I received quite a few good additions.
Despite the risk of overkill, I am reposting an updated version of this list.
I promise I will not post this again.
Chris

Can you answer "Yes" to the following questions?

I asked librarians across the country to help make a list of "things 
that 1) may not get done or may fall through the cracks, but 2) could 
make the librarian, the library staff and the library look 
incompetent and stupid." I thank everyone who contributed to the list 
below. Capital letters after the questions are the initials of 
contributors. Full names of contributors are at the bottom of the 
list. Questions without initials are anonymous. Numbers after the 
questions are footnotes.

Can everyone at the circulation or reference desks quickly produce:
- An up-to-date copy of the library's policies? CR, MY
- An up-to-date copy of the library's budget? CS
- Applications for the Talking Book program and help fill out the form? LN

Does everyone behind your circulation and reference desks know:
- Where today's programs and meetings in the library are being held? 
(1) CN, NP, AP, SH, MY
- Who is on the board of trustees? CN, LC, CS, JP
- Who is president of the board of trustees? CN
- When and where the library board meets? JP
- How does one become a member of the library's board? AS
- Who is in the Friends group and who is president of that group? CN
- Who library sponsors and partners are? MY
- The library's mission statement? CS
- The hours branches are open? BK
- How to handle complaints about a book or video? KM, JJ
- The answer to the question, "Can I place a request for book not yet 
released?" JJ
- Policies on check out times, renewals, and fines? LC
- About the library programs, especially the Summer Library Program? (2) CN, JT
- About library services and programs for "special needs?" LN
- How to sign up for the statewide or regional library card? KR1
- The URL (i.e. Web address) of the library's Web site? MY
- How to use the library's website to answer questions about specific 
library programs and services?
- How many employees work in the library? JP1
- Where the library gets its money (especially if you have a 
nonresident fee)? LC
- If you have a nonresident fee, how that fee is determined? LC
- Who city and county officials are and their phone numbers? JP2
- What to tell parents asking where their children will be taken if a 
tornado warning sounds? (3) CR
- When the library was built? LC
- What kind of plants and trees are in the library's yard? LC
- Where to find the list of elected official immediately after an election? BC
- How to handle requests for information by law enforcement officials? MY

If asked can the library director:
- Explain how library money is spent and give at least rough 
estimates of the amounts in each category? MH, JP
- State his or her e-mail address? CR
- Explain, "How can you spend money on [your service here] when you 
can't afford to keep the doors open?" JP
- Explain what will be done if a tornado, flood, etc. damages the 
library?(3) CR
- Explain what to do with wet or moldy books? CR

Do all staff know:
- The library's hours? JT
- The proper way to answer the telephone? JT
- Directions to the library? BK
- What to do in an emergency? KM, SD, TL
- What to do if fire occurs? SD, PH
- Where the fire extinguishers are? LR
- How to use fire extinguishers? (4) CR
- Where flashlights are in case of a power failure? JP2
- What to do in a tornado warning and tornado watch is sounded? SD
- How to respond to a natural disaster (e.g., tornado, earthquake)? JP2
- How to get the doors open if people get stuck in the elevator? CR
- What to do if a reporter shows up? PH
- How to close the library? PH

Are the words on all your signs spelled correctly?
Is the library's Web page current? KR2
Does each page of the library's Web site have the name of library and 
address including country? CR
Are signs and handouts correct in days and hours open? KR2
Are summer reading incentives age appropriate as related to choking? PH
Are frontline staff empowered and encouraged to waive fines, fees, 
etc. in the interest of customer satisfaction? (There is a difference 
between telling someone they have the power to do so, and actively 
encouraging them to use that power as needed. ) MY

(1) This apparently is the most common problem. One contributor asked 
front staff where a state library association meeting of 100 people 
was in their library and they didn't know about it. "State library 
association here?"

(2) Patron to adult services librarian:  "I guess you don't have 
anything for my kid to do."
Adult services librarian:  "Not really."
All around were flyers and posters telling about their summer reading 
program with storytimes, performers, craftimes and other special 
events. JT

(3) I believe all parents, when signing up their children for library 
cards and story hour, should receive a document explaining library 
procedures during tornado watches and when tornado warnings are 
sounded. The document should instruct parents to tell their children 
what to do if, for example, you close the library during tornado 
watches, and, in the case of a tornado warnings, assure parents their 
children will be taken to a safe place and encourage parents to take 
shelter themselves rather than run to the library in the middle of a 
tornado. It makes us look caring and thoughtful.

(4) During the panic of fire few, few people will stop to remember 
what they saw in a video last year. Proper reaction to a fire 
requires repeated hands-on practice.

Contributors to the above list are;
AP: Amy Paget, Tippecanoe County Public Library, Indiana
AS: Andrew Smith, Williamsburg Regional Library, Virginia
BK: Bettye Fowler Kerns, Central Arkansas Library System, Arkansas
BC: Bonnie Case, Highland Park Library,  Texas
CN: Catherine Newland, Morrill Public Library, Kansas
CR: Chris Rippel, Central Kansas Library System, Kansas
CS: Carol Simmons, Daly City Library, California
JJ: Julie James, Forsyth County Public Library, North Carolina
JP1: JoAnn Potenziani, New Lenox Public Library, Illinois
JP2: Jill Patterson, La Habra Branch Library/Orange County Public 
Library, California
JT: Julie Tomlianovich, South Central KS Library System, Kansas
KM: Kelly R. McBride, Russell Co. Public Library, Virginia
KR1: Kathy Rippel, Central Kansas Library System, Kansas
KR2: Kay Russell, North Central Kansas Library System, Kansas
LC: Linda Cannon, Joplin Public Library, Missouri
LN: Liz Nix, Southeast Kansas Library System, Kansas
LR: Leah Randolph at Abington Community Library, Pennsylvania
MH: M Brooke Helman, Hinsdale Public Library, Massachusetts
MY: Mary Ann Yonki, Osterhout Free Library, Pennsylvania
NP: Nancy Polhamus, Gloucester County Library System, New Jersey
PH: Pamela J. Hickson-Stevenson, Portage County District Library, Ohio
SD: Sonya Dintaman, Carnegie Public Library of Steuben County, Indiana
SH: Susan Henricks, Carnegie-Stout Public Library, Iowa
TL: Tracy Luscombe, McKinney Memorial Public Library, Texas

-- 
Thanks,

Chris Rippel
Central Kansas Library System
1409 Wiliams
Great Bend, Kansas 67530
620-792-4865 (voice)
620-792-5495 (fax)
crippel at ckls dot org