Filling out & updating your policy page

 

General Guidelines Specific guidelines for each field Status Alert Home Page URL Home Page Instructions Web Catalog URL Web Catalog Instructions Reference email contact Policy Page email contact Library Card number PIN Number IP AddressRange Phone Hours Location Available technology and equipment Databases Research Guides Library Cards Loan Periods Loan Limits Renewals Holds Late Fees Interlibrary Loans Course Reserves Obituaries/Local History Community Referral Information Library Programs and Events Library Policies Cooperative Arrangements/Deliveries Other Policies

 

 

This document supplements the information contained in the QuestionPoint help documentation on policy pages: http://www.questionpoint.org/crs/html/help/en/profile/pr_policy_task.html

 

Each library and consortia participating in the 24/7 Reference Cooperative should fill out a policy page for each distinct institution or portal from which patrons will be accessing the service. The purpose of the policy page is to provide information to librarians across the Cooperative when they are assisting patrons of that library or group. Thus the policy page should succinctly describe or link to the resources available to a library’s patrons, as well as any relevant policies or procedures relating to patron access to these resources. 

  

General Guidelines

 

The policy page is the primary tool for Cooperative librarians to provide good service to patrons from across the Cooperative. The policy page is automatically linked to the website the patron uses to ask the question. Thus, if a patron uses the Library ABC site, then the policy page for Library ABC will be linked in the chat monitor. Policy pages are password-protected and can only be accessed once a librarian logs into QuestionPoint. The patron does not see the policy page, nor should the librarian push the URL of a policy page to the patron (without a QuestionPoint account, the patron will not be able to see the page itself).  Of course, you can copy and paste information from the policy page into the chat box.

 

Librarians typically access policy pages while in session and thus need to find information on the page as quickly as possible. Ease of navigation on the policy page is the first priority.

 

When filling out your library or group policy page:

•  Use links whenever possible, and text to supplement, when necessary.

 

Need help creating links? See HTML made EASY!, a quick guide that reveals the mystery of HTML code and will help you create live links in your policy page. See also the QuestionPoint help documentation (linked above, also in the policy page “Help” file) for more information on creating live links.

 

•  Text can also be used in addition to, or instead of, links.

 

Text should be written TO THE PATRON so the librarian can copy and paste it AS IS.

 

•  Any text or explanation in your policy page should be as clear, specific, and succinct as possible.

 

Refrain from adding too many explanatory notes as this actually slow down the process. Simple is best.

 

• Put the most important and most requested information up front in each field.

 

• Use headings, subheadings, and plenty of line breaks for text.

 

It is easier to read a list than a paragraph of text.

 

• Maintenance of the policy pages is very important.

 

Keep all the links hot, and keep the content as current as possible. If your web page changes, the policy pages should be updated if necessary (the links will not automatically change). Dead links on policy pages cause slower service and significantly impact the quality of service.

 

Specific guidelines for each field

 

Status

2 choices: Viewable or Hidden.

Be sure the status of your page is VIEWABLE. When you change information in a field, the status will revert to the default of “hidden”. If the status is “hidden”, you are the only one who can see it – no other Cooperative librarian will be able to see your page. 

 

Alert

For highest priority special notices--emergency closings, special problems, databases or catalogs that are down, etc.

You can also include crucial information that you fear may be missed elsewhere, but be sure to use alerts sparingly. 

 

Home Page URL

Enter it without HTML code: http://www.zzzpl.org 

 

Home Page Instructions

Include any instructions or troubleshooting tips that will make it easier to navigate through your home page. If that’s unnecessary, leave it blank. 

 

Web Catalog URL

Enter it without HTML code, such as: http://www.zzzpl.org/catalog 

 

Web Catalog Instructions

Provide detailed instructions that include links, passwords, etc.

Make it clear if the catalog is part of a larger system (i.e., a shared or union catalog) such as Noble, Sailor, MVLC, etc.

 

 

Reference email contact

Leave this blank!  We will be omitting this field in future versions of the policy page template. 

 

Rationale:  the patron has come to the library site to ask a question.  If referral needs to be made to the reference department of the patron’s library, just be sure to verify the patron’s email address.  The session can then be sent to the appropriate reference department via QuestionPoint referral. 

 

Policy Page email contact

Enter ONLY an email address, no HTML code.  This is only for librarians – do not give this email address to patrons.

 

Purpose: if a Cooperative librarian can’t find information on your policy page or the policy page is out of date, the Cooperative librarian can use this link to send the policy page contact at your library a message. This field is required for Coop members. It is only optional for non-members.

 

Cooperative librarians using this link should be sure to include their name and email address in the message, so that the policy page owner can get back to you with additional questions or comments, if necessary.

 

  

Library Card number

Example: 26644028304685

 

Provide a library card number that Cooperative librarians can use to get access to your databases. Purpose: this allows Cooperative librarians to search your databases and recommend particular databases and search strategies to your patrons.   In addition to being able to access the library databases, Cooperative librarians can also make informed recommendations to patrons regarding their accounts:  the librarian can log in and see what the screens look like, to provide patrons with specific navigational guidance.

 

The librarian helping your patron is almost like a fellow employee -- make sure they have your tools!  (And when you’re helping another library’s patrons, be sure and check out their databases too).

 

This field is not designed for a description of how patrons can get a library card – that information goes in the “Library Cards” field below. 

 

PIN Number

This is the PIN number for Cooperative librarians to use with the Library Card number above, for access to your databases when helping your patrons. If a PIN is not required, state “no PIN needed”. Don’t put information for patron PINs here – instead use the Library Cards field below.

 

IP AddressRange

If you know the range of IP address range for your library or campus, you can enter it here.

It can help the chatting librarian quickly see if the patron is in the library or on campus.

  

Phone

List all branches with all phone and fax numbers, including area code. Include all department phones, not just main numbers. If this information is linked on your website, you can simply provide the link. 

 

Hours

Include time zones (i.e., EST, CST, etc). Include seasonal and holiday hours and closings. Keep regularly updated. If this information is linked on your website, you can simply provide the link, but if you choose to simply refer to a link, be sure the policy page field contains the time zone.

It is especially useful to link to or note which branches are open on Sundays – this is a common question for public libraries. 

 

Location

List all branches with their own addresses, directions, maps, parking information etc. If this information is linked on your website, you can simply provide the link.  If you have a link to a library floor map, include it here.

 

Available technology and equipment

Be as specific as possible. Include: Rules for use of public access computers, limitations on time, wireless Internet available? Color copier? Typewriter? (Typewriter access is a common question) Scanner? Fax? Software? What kinds?

Also be clear about things you don’t offer, especially if you get requests for them a lot.

  

Databases

Provide live links to the list of available databases. Also provide live links for ebooks and ebook FAQs if you have them, as well as NetLibrary subscriptions and Live homework help (such as Tutor.com Live Homework Help)

 

In this section, specify how to find full-text journal articles.

 

Provide information on how to access databases remotely, for example: “With your XYZ library card number you can access many of these databases (noted by the house symbol) remotely from school, home or office, unless there is a firewall blocking access: [link to databases]” 

 

Research Guides

Provide live links. Also provide live links for tutorials, etc. if you have them. 

 

Library Cards

Give rules and regulations for obtaining a card, where to apply, how long before a card expires, etc. Include Patron PIN information here, clearly labeled as Patron PIN, with a link to any PIN information on your website, if available. Patron PIN information explains what the standard PIN usually is (i.e. last four digits of SSN, last four digits of home phone, birthdate), whether this can be retrieved or changed online with the appropriate link, and/or whom to call to change it if necessary, with phone number. 

 

Also include tips on technical troubleshooting (examples: enter number without spaces, card number prefix, etc.) and who to contact about it at the library.

 

Chatting librarians use this information to help patrons who forget their PIN. (The bulk of our questions are from people who forgot their PIN, not from people who do not have PIN in the first place).  Please include information on how to reset the PIN, if needed. 

 

Loan Periods

In addition to the obvious time constrictions, include information on returns: can books be returned to any branch? Is there a book drop?

  

Loan Limits

What is the limit on the number of books, tapes, DVDs etc., limits on number of times an item can be renewed, etc. 

 

Renewals

In addition to the obvious, can renewals be made online on overdue materials? 

  

Holds

Rules, etc. Can holds be placed online? How? (Link to explanation on website or, if none, explain). How long will books be held at the library?  Also include information on recalls.

 

Late Fees

In addition to the obvious, include contact information for fine disputes.

 

Interlibrary Loans

Include information on the process, fees if any, whether there is an online ILL form (please link to it if so), whether patrons can initiate an ILL, and approximately how long an ILL will take.

 

If your library has a link to Suggestions for Purchase, include that here.

 

Course Reserves

Academic libraries only. Include links and other relevant information. (Public libraries enter N/A).

 

Obituaries/Local History

Please do NOT enter N/A about obits. Give details, including links if appropriate or available. Include any links to FAQs. 

 

Community Referral Information

More common for public libraries, this includes links to social services agencies or other outreach groups in the community. 

 

Library Programs and Events

Link to calendar of events and announcements. 

 

Library Policies

List only policies that fit under no other heading. Here are some suggested items to include in this field:

 

Cooperative Arrangements/Deliveries

If your library belongs to a consortium, include that information here with a brief explanation, i.e,. a library that belongs to a group with a shared catalog or shared borrowing privileges could explain the relationship in this field.

 

Other Policies

Do NOT put info about Internet access here. It goes under “Available technology and equipment”.

Example of “Other Policies”: Is test proctoring available?