Library Programs and Services: The Fundamentals

Cover
Half Title
Title
Copyright
Dedication
Contents
List of Illustrations
Preface to the Eighth Edition
PART I—BACKGROUND
	1—INTRODUCTION
		Library Organizational Structure
		What Constitutes Library Public Services?
		Basic Functions of Public Services
		Closing Thoughts
		Chapter Review Material
		References
		Suggested Readings
	2—CUSTOMER SERVICE
		Why Does Customer Service Matter?
		What Users Want
			Surveys
			Interviews
			Focus Groups
			Observation
		Customer Service Plan
		Service Quality
		Technology and Customer Service
		Customer Service Training
		Volunteer Training
		Closing Thoughts
		Chapter Review Material
		References
		Suggested Readings
PART II—CORE PROGRAMS AND SERVICES
	3—REFERENCE SERVICES
		Types of Reference Questions
		The Reference Interview
		Reference Service Categories
			Readers’ Advisory
			Referral Services
			Embedded Librarianship
			Remote Services
		Organization of Reference Services
			In-House Reference Training
			Scheduling
			Who Should Staff the Reference Desk?
		Closing Thoughts
		Chapter Review Material
		References
		Suggested Readings
	4—INSTRUCTION
		The Nature of Library Instruction
		Information Literacy Defined
		The Need for Information Literacy Instruction
		Types of Information Literacy Instruction
			Informal Instruction
			Formal Instruction
		Instructional Methods
			Classroom Presentations
				Course-Integrated Instruction
				One-Shot Lectures
		Classroom Pedagogy
		Instruction: Moving Theory into Practice
			Learning to Teach
			Content Considerations
			Learning Outcomes
			Online Instructional Support
			Web Guides and Course Management Systems
			Working with Massive Open Online Courses (MOOCs)
			Scheduling
			Assessing Learning
			Statistics
		Closing Thoughts
		Chapter Review Material
		References
		Suggested Readings
	5—DOCUMENT DELIVERY
		Interlibrary Loan
		Document Delivery
		Cooperative Resource Sharing
		Other Resource Sharing Systems
			Consortial Borrowing and Delivery Services
		Preservation and Resource Sharing
		Working Space Considerations
		Legal Concerns
		Closing Thoughts
		Chapter Review Material
		References
		Suggested Readings
	6—CIRCULATION
		Commonalities between Circulation and Reserves
		Access Control
		Characteristics of Loan Systems
		Borrowers
		Loan Control
			Search and Hold Procedures
			Overdues, Fines, and Billing
		Privacy of Loan Data
		Stack Maintenance
			Classification Systems
			Shelf-Reading
			Collection Growth and Shifting
		Public Relations
		Loan Data for Planning Purposes
		Special Aspects of Reserve Services
			E-Reserve Services
			Copyright Compliance
			Teacher and Faculty Relations
			Loaning E-Books
		Closing Thoughts
		Chapter Review Material
		References
		Suggested Readings
	7—PRINT COLLECTIONS
		Collection Formats
		How Publishing Works
			Book Publisher Types
			Serials
			Types of Serials
				Institutional Reports
				Yearbooks and Proceedings
				Superseding Serials
				Newspapers
				Newsletters
				Magazines
				Journals
				Maps
		Paper-Based Collection Issues for Public Service Staff
		Government Information
		Archives—Special Collections
		Closing Thoughts
		Chapter Review Material
		References
		Suggested Readings
	8—MEDIA COLLECTIONS
		Audio
			Audiobooks
		Microforms
		Video
			Streaming Media
		Media Ratings and Libraries
		Closing Thoughts
		Chapter Review Material
		References
		Suggested Readings
	9—E-RESOURCES
		Differences between e-resources and Other Resources
		e-resource Types
			Databases
			E-Books
			Streaming Media
			Web Resource Links
			Institutional Repositories
			Digitized Printed Books
		Digital Permanence
		Closing Thoughts
		Chapter Review Material
		References
		Suggested Readings
PART III—SPECIALIZED PROGRAMS AND SERVICES
	10—VARIATIONS IN PROGRAMS AND SERVICES
		Programming
			Lifelong Learning
			Literacy Programs
			ESL Programs
			Story Hours
			Summer Reading Programs
			Book Discussion Programs
			One Book, One Community
			Homework Assistance
			College Access Programs
			Lectures, Concerts, and Film Showings
			Exhibitions
			Gaming
		Services
			Meeting Rooms
			Outreach
			Mobile Services
			Services to Special Populations
		Closing Thoughts
		Chapter Review Material
		References
		Suggested Readings
	11—COMPUTER ACCESS
		Libraries and Technology
		Public Access to Computers
			Computer Access Policies
		Government Information and Services in the Digital Age
			Digital Government Information
			E-Government Programs
			E-Government Policies
		Closing Thoughts
		Chapter Review Material
		References
		Suggested Readings
	12—SOCIAL MEDIA AND LIBRARY PROGRAMS AND SERVICES
		Defining Social Media
		Challenges to the Employment of Social Media
		Who Is Using What?
		Developing a Social Media Policy and Plan
			Policy Considerations
		Social Media in Libraries
			Facebook
			LinkedIn
			Blogs
			Twitter
			Tumblr
			Flickr
			Pinterest
			Podcasting
			YouTube
			Instagram
			Other Social Media
		Measurability: The Impact of Social Media in the Library
			Creating a Social Media Participatory Community
			Ethical and Legal Issues in Social Media Usage
		Closing Thoughts
		Chapter Review Material
		References
		Suggested Readings
PART IV—OPERATIONAL ISSUES IN LIBRARY PROGRAMS AND SERVICES
	13—LEGAL ASPECTS
		Creating Libraries
		Users and the Law
			Disruptive User Behavior
		Library Services and the Law
			Filtering the Web
			Unattended Children
			User Privacy
			RFID
			Tort Laws and Liability
			Malpractice and Librarians
		Contracts and Licenses
		Copyright
		Closing Thoughts
		Chapter Review Material
		References
		Suggested Readings
	14—ETHICAL ASPECTS
		Ethical Concepts
		Workplace Ethics and Values
		Professional Ethics
		Intellectual Freedom
			Challenges to Collection Content
		Self-Interest
			Other Potential Ethical Challenges
		Closing Thoughts
		Chapter Review Material
		References
		Suggested Readings
	15—STAFFING
		Categories of Information Service Personnel
			Librarians
			Paraprofessional/Support Staff
			Other Full-Time Staff
		The Staffing Process
			Recruitment
			Selecting the Pool
			Interviewing
		Staff Development, Training, and Retention
			Retention
			Training and Development
		Performance Appraisal
			Part-Time Staff
			Students
			Volunteers
		Closing Thoughts
		Chapter Review Material
		References
		Suggested Readings
	16—SAFETY ASPECTS
		Risk Assessment and Management
			Security Assessment
			Key Control
			Opening Routines
			Closing Routines
		Disaster Preparedness Training
			Fire Protection
			Building Evacuation
			Earthquakes
			FEMA
		Technological Security
		Bugs and Other Nasty Things
			Insects
			Fungus
		Collection Safety
			Good Housekeeping and the Stacks
		People Safety
			Children and Library Safety
			Crime in the Library
		Problem Users
			Defusing Anger
		Closing Thoughts
		Chapter Review Material
		References
		Suggested Readings
	17—ASSESSMENT
		Key Concepts
		Reasons for Doing Assessment
		Tools That Aid in Assessment Efforts
			Surveys
			Interviews
			Focus Groups
			Observation
			Citation Analysis
			Transaction Log Analysis
			Logs, Diaries, and Journals
			Think-Aloud Protocol
			Standardized Assessment Instruments
			Benchmarking
		Outcomes
			Academic Libraries
			Public Libraries
			School Libraries
			Special Libraries
		Closing Thoughts
		Chapter Review Material
		References
		Suggested Readings
	18—FISCAL CONCERNS
		Budget Basics
		Budget Formats
			Line-Item Budgets
			Performance-Based Budgets
			Program Budgets
			Zero-Base Budgets (ZBB)
		Fund Accounting
		Garnering Budget Support
		Other Sources of Funding
			Fundraising
			Grants
			Bond Issues—Referenda
		Closing Thoughts
		Chapter Review Material
		References
		Suggested Readings
	19—LIBRARIES AS PLACE
		Library as Place
		Managing the Facility
			Housekeeping Matters
			Custodial Personnel
			Health, Safety, and Security
			Environmental Control
			Security Concerns
			Emergency and Disaster Management
			Wayfinding/Signage
		Deferred Maintenance
		Sustainability
		Planning for Renovation or New Space
		Moving to a New Location
		Joint-Use Facilities
		Closing Thoughts
		Chapter Review Material
		References
		Suggested Readings
Index