I think that this area probably should have several changes.
Many of the terms used are outdated and several statements are not even true anymore.

Examples of a few areas:

•Make only collect calls for long-distance callbacks.

Census microfilm may be ordered by the customers for use at Belle Isle, Downtown, Ralph Ellison and Southern Oaks and must be used within the library.

Tax forms: The library does not provide tax forms. Customers should be referred to the appropriate state or federal agencies. They may use the Internet to do their own searches. Staff will not print tax forms from the Internet

Technically, this is a training comment, but the Reference Interview is in this policy. When I first started working at MLS, we had required training on the reference interview so new librarians to the system would learn how to conduct these. It is so important to have these skills to help the customer and librarian discover what the customer really needs. From talking to library students, this isn't something taught in library school either. I believe Reference Interview training should be required of all our new librarians and associate librarians (and for those who are already working here who may not have had this training already).

"Staff will not print tax forms from the Internet."

This is exactly the opposite of what we were told to do this tax season. We even printed them for free (but not the whole instruction booklet. They could check that out from the Info desk).

I think this area can be reduced significantly. Many of the bullets seem more like procedure, or would be more appropriate as staff training as mentioned above (customer service, friendliness, reference interviews, etc).

For instance, if the library isn't busy I don't expect a library staff member to halt a conversation with a member just because they've answered 3 questions. We're not on the Bridge of Death from Monty Python and the Holy Grail. However, we do need to make sure that we are open and available to other customers needing assistance. Is there a better way to use our policy to demonstrate treating all members' information needs equitably?

"Use basic terms and language (avoid library jargon) and ask open-ended questions."

I absolutely agree that staff should avoid library jargon as it creates a communication barrier and can perpetuate the elitist mentality of "librarian as expert" that does not uphold an egalitarian relationship between librarian and member. However, a lot of the vocabulary used in the system on the front-end and on signage uses library jargon that could benefit from being simplified into layman's terms. For example, many members don't really know the difference between "reference" and "circulation." They know that one desk is for checking out books, and another is for library help. Changing "circulation" to "check-out" at least on signs and in conversation with members could help with the distinction. "Reference" could also benefit from a revamp - I probably couldn't have given you a good definition of reference until I was in library school. Finally, our closing announcements include the phrase "information needs" which is also very librarian-y.

You may want to add forms to the list of examples librarians are not allowed to interpret or specifically direct members to when asked. Many people I have encountered do not realize this is considered practicing law. This was the practice I was taught as a law librarian.

AS 100: Reference Services

•email needs to be included, as well as requests submitted online
•a link to the Citizens' Bill of Library Rights and the Freedom to Read Statement would be beneficial ◦perhaps make reading/understanding the importance of these documents a part of the new hire process--system-wide or even just at NW

•"Staff should be especially aware of potential legal liability for conveying inaccurate information" Admin should be especially aware of the potential chilling effect if staff are frightened of providing assistance. Again, perhaps make liability/our expected level of service part of the new hire process for those who will work a desk
•"The 'Confidentiality of Library Users' Records' law...." Is the 1985 version the most recent? Is NW in violation by not having this posted?
•"Reference Interview/Courtesy Standards": I feel that this section and beyond would be better situated as procedure, but here are some specific things that need to be changed (in my opinion) ◦Vague, non-specific words should be eliminated. "...looking up frequently" as a policy is either unenforceable or rife for abuse.
◦Section should be rooted in our Core Values
◦"The following policy guidelines are not rigid rules or strict limitations" means the following words do not belong as policy.

•"MLS Reference Services" ◦"Library staff...will interpret library resources..." What does "interpret" mean, precisely?
◦specific "library equipment and tools" should not be mentioned--remove reference to "PAC, MARS," etc.

•Reference Service--Standard Procedures ◦Remove "Libraries without voice mail need to establish individual procedures."
◦Remove reference to "the agency"--replace with "the library"

•Reference Service--Parameter Guildelines ◦"Make only collect calls..." needs to be deleted
◦"Maintain customer privacy by providing only library name and telephone number when leaving messages for customers." We do not do this. Should we begin leaving vague messages when calling re: damages, or is this strictly for reference questions, or do our core values now allow us to at least allude to the issue (i.e. "Mr. Smith, this is Librarian Lily, and I have the answers to the issue you asked about this morning. Please give me a call....")

•Reference Service--Special Approaches ◦Criss-Cross directory section details that the "older editions" are 1905-1997--since this was written in 1998, I'm guessing the language needs to be updated?

◦Contest Questions: I don't even know what this section is for. Should I?
◦Consumer Information: there is a missing apostrophe in the second sentence. Should be "product's rates" (or "products' rates).
◦Genealogies and Census Microfilm: Do BI, DN, RE, and SO all still have microfilm readers?
◦Tax Forms: "The library does not provide tax forms." Oh? Our website begs to differ....
◦Inquiries by mail: "This is third in priority...an attempt to answer mailed requests will be made within 20 working days." Eesh. Kinda makes a lie of the "All reference and information questions will be handled with equal effort regardless of the originating source" from the beginning of this policy.
◦References to CD-ROM should probably be deleted (because it makes us sound like we're super old).
◦references to "prepaid account" need to be removed
◦references to "floppy disks" are hilarious in 2016, but, alas, should be removed

•Internet Service ◦I think we should cease capitalizing internet (as the trend is rapidly moving that way)
◦"...visit one of the libraries offering public Internet access" needs to go.
◦"Internet Coach" is no longer a thing.

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