PUBLIC SERVICES
'A library is a collection of materials organized for use.'
Public Services are very involved with the "use" part of our definition. Several of our Code of Ethics statements dictate our behavior in public services:
I. Librarians must provide the highest level of service through. . . fair and
equitable circulation and service policies, and skillful, accurate, unbiased, and
courteous responses to all requests for assistance.
III. Librarians must protect each user's right to privacy with respect to information
sought or received, and materials borrowed, or acquired.
V. Librarians must distinguish clearly in their actions and statements between their
personal philosophies and attitudes and those of an institution or professional body.
There are many aspects of public service including:
Communication, communication, communication are the three most important skills in assuring that we perform effective public service. "Communication always requires at least three elements-the source, the message, and the destination." (Schramm 117)
The source is the person sending the message. The destination is the person receiving the message. The message or signal can be sent in different ways including, verbal or written.
The message sent by the source is passed through the encoder. Encoding relates to the clarity, style, tone, accuracy, and pacing of the message being sent. The destination of the message passes through the decoder. Decoding is affected by body language, trust, respect, cultural differences, and a mutual understanding of ideas.
The mutual understanding of ideas is dependent on both the source and destination sharing a field of experience. This sharing is the most important in assuring that the message will not only be heard but understood. True communication is not just saying or writing words but also receiving the meaning of the words.
Suggestions for effective communication in determining the information needs of our patrons will be discussed in the Reference section.
CIRCULATION
The circulation desk may be thought of as one of the most important departments in the library. The employees working at this desk are often the first and last to see a library patron. Effective communication is very important at this desk. If the patron is treated well, their attitude about library use will be positive. The patron who is dissatisfied will tell ten others and those ten will tell ten more and the library will lose the opportunity to be the doorway to information.
Circulation activities are many and varied. They include:
Links to University circulation web pages:
University of Chicago Circulation Procedures
REFERENCE
"Save the time of the reader." "Get the right information to the right person at the right time."
These are two of Ranganathan's Library Laws that apply to the reference desk.
Reference services include:
The patrons who ask, "Where can I find parenting classes in the community?' or "What agency can help me with my citizenship papers?" require information and referral assistance. This particular service most often needed in public libraries provides a link between the library patron and services, activities, information, or advice outside the walls of the library. An excellent resource for answering these questions may be found on websites developed by various government agencies.
"What book should I read next?" or "I love mysteries can you help me choose an author" are reader's advisory questions.
Reference Questions may be divided into three categories:
1. Directional
"Where is the telephone?" or "How late is the library open?" are two types of direction or general information questions. "This type of question may account for 30 to 50 percent or more of the questions put to a library employee in any day." (Katz 12) The ability to answer these questions requires that you remain informed of all the activities and locations in your own library. Intra-library communication is especially important here. It is embarrassing to give faulty information about an event in your own library because the right hand has not talked to the left hand.
2. Ready Reference
"What is the capitol of Nebraska?" or "How tall is Mount Rushmore?" are ready reference questions. They generally can be found in a single resource such as an almanac and require a single uncomplicated answer.
3. Specific Search
"I have to write a paper on child development and parenting," or "I need information on Andy Warhol and his influence on modern art" are the type of question that will generally lead to some bibliographic aid such as the catalog or periodical database as well as a variety of reference books. This type of reference question may take from ten minutes to an hour or more to answer.
The key to assuring that this type of reference question will be answered successfully depends on skillful questioning called the reference interview.
Here are two techniques that can help to insure success:
- Active Listening
Active listening requires redundancy, rephrasing, restating, and clarifying of the patron's inquiry in order to be certain you have understood exactly what information they require. For example, if a patron asks for information on China, you must determine if they mean dinner plates or the country. Don't make premature judgments about the patron's inquiry, restate it to see if you correctly understand.
- Neutral Questioning
Neutral questioning helps you to make sense of the patron's information need. You ask questions to discover how the information need occurred for the patron, what information they still need and how they will be using the information.
Following are some questions that may help you to know exactly what information is needed:
1. What are you trying to do in this situation?
2. What would you like to know about ____?
3. How are you planning to use the information?
4. If you could find the exact information that you wanted, what would it say or what
would the title be?
5. What would you like this book to do for you?
6. What kind of help would you like?
7. What have you done so far?
In order to assist patrons, information workers must become informed themselves. It is vital to read a major newspaper daily in order to be aware of current events and trends.
BIBLIOGRAPHIC INSTRUCTION (BI)
Bibliographic Instruction leading to our patrons becoming information literate is the fastest growing area in public services. As information sources grow both electronically and in print, the patron becomes more and more bewildered. The role of the library in the 21st century is not only access but instruction. The goal is that our patrons will know when they need information, how to locate and evaluate it, and how to use it.
HANDOUTS (PATHFINDERS)
Libraries make available a variety of handouts to assist their patrons in using the library effectively.
LITERACY
Many libraries have become partners with other education groups in teaching patrons to read. All citizens must read in order to be informed and to take an active part in our democratic process.
SPECIAL POPULATIONS
There are a variety of ways that libraries serve patrons with special needs. Visit this site to become informed.
CHILDREN'S SERVICES
Public Service in the children's area includes many of the same activities as in other areas of the library. Additionally special programming activities such as summer reading programs, school tours, and story hours are ways the public is served in the children's area of the library.
YOUNG ADULT SERVICES
These patrons are often underserved in the library. Some public libraries have young adult librarians who plan programs and offer services especially for this age group.
BOOK MOBILES
Some libraries bring their services to their patrons with book mobiles.
PROGRAMMING
Many libraries present arts and lectures series for their patrons. This type of programming reflects the belief that knowledge of the arts may be gained by not only researching in the arts but also by doing and viewing art and hearing music.
An important means of communication for programming is developing publicity that will ensure that all interested patrons will be aware of upcoming events.
DISPLAYS (click here to visit)
Library displays are also effective means of delivering information to our patrons.
MEDIA SERVICES
"A picture is worth a thousand words." As you know, information comes in many formats. Media services makes these various formats available and provides the equipment to use them. The formats may include: cassettes; videos; film; slides; microforms and more.
Carolyn Funes, Palomar College Library
Sources Consulted
Evans, Edward G., et al. Introduction to Library Public Services. Englewood, CO: Libraries Unlimited, Inc., 1992.
Katz, William A. Introduction to Reference Work. New York: McGraw-Hill, 1987.
Schramm, Wilbur. The Process and Effects of Mass Communication. Urbana: University of Illinois Press, 1954.
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