Filling out & updating your policy page
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. To hotlink a URL, place the entire URL in angle brackets < >. You must include ‘http://’ or ‘www’. For example: <http://ABCpl.org>
- Text can also be used in addition to 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 slows 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. To start a new line, you must use the HTML code <br>. 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, unless you have linked the field to the WorldCat Registry and someone has changed the data in the Registry). Dead links on policy pages cause slower service and significantly impact the quality of service.
Linking to WorldCat Institution Registry data
Selected fields in the Policy Pages can be linked to similar fields in the WorldCat Registry [http://www.worldcat.org/webservices/registry/xsl/faq#regfaq-whatis], a web-based directory of libraries and library consortia maintained by OCLC. For policy page fields that are linkable to a corresponding Registry field, there may be two options: (i) link to the Registry data or (ii) copy it. If you select copy, then the current information in your policy page field will be retained; you can also edit the copied data. If you select link, then only the WorldCat Registry information will display in that field. If you link to a Registry field, you can unlink the record at any time.
Specific guidelines for each field
Alerts
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.
Library Home Page URL
You can link this field to the corresponding field in the WorldCat Institution Registry, to display the data maintained in the Registry. If you choose to enter the URL instead, enter it without angle brackets: http://www.zzzpl.org. NOTE: in all fields except this one and the Catalog URL field, you must enclose a URL in angle brackets to make the URL a hotlink.
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.
Parent Institution
Link to the parent home page; include brief description of the parent institution (e.g., college home page). You can link this field to the corresponding field in the WorldCat Institution Registry, to display data maintained in the Registry.
Catalog URL
You can link this field to the corresponding field in the WorldCat Institution Registry, to display the data maintained in the Registry. If you choose to enter the URL instead, enter it without angle brackets: http://www.zzzpl.org/catalog. NOTE: in all fields except this one and the Library Home Page URL field, you must enclose a URL in angle brackets to make the URL a hotlink.
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.
Some catalogs allow patrons to "opt in" to have their account history saved. Indicate if this is possible with your catalog (e.g., to assist patrons who want to know what they checked out last year)
Statewide or Shared Catalog
If your library belongs to a consortium with a shared catalog or shared borrowing privileges, include that information here with a link to the catalog and brief explanation.
Staff Blog, Staff Wiki, or Extranet
Many libraries offer blogs that are written by and for the benefit of staff to alert them to policy changes, new resources, tech problems, etc. Note if this is for librarians’ use only (not to be shared with patrons).
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. If more than one email address is entered, separate the addresses with a comma.
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.
Database Access for Coop Librarians (library card, etc)
Example: 26644028304685
This is a staff library card number that Cooperative librarians can use to get access to your databases. Do not give this number to patrons. Alternatively, it could be a link to be used by Coop librarians to access 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 Card Policies” field below.
Guest Login/PIN for Coop librarians
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”. Note: a PIN may be required for Coop librarians to assist patrons with questions regarding patron accounts (e.g., patron is unsure how to change the phone number in his account; librarian can use the guest login/PIN to assist in pointing out to patron how to do this). Don’t put information for patron PINs here – instead use the "Library Card Policies" field below.
IP Address Range
If you know the IP address(es) or address range(s) 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.
Rather than entering the IP address(es), you may choose to either (i) link this field to the corresponding field in the WorldCat Institution Registry, to display the data maintained in the Registry, or (ii) copy the information from the Registry and edit in this Policy Page field.
Phone
List all branches with all phone and fax numbers, including area code. Include all department phones, not just main numbers. If there are direct numbers to circ, children’s, etc they should be itemized. If this information is linked on your website, you can simply provide the link.
You may choose to either (i) link this field to the corresponding field in the WorldCat Institution Registry, to display the data maintained in the Registry, or (ii) copy the information from the Registry and edit in this Policy Page field.
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. Include zip/postal code. 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.
Map
Enter the address of your library here, or link to the location information in the WorldCat Institution Registry. Either way, a Google map will appear in the policy page view mode, along with the address.
Available technology and equipment
Be as specific as possible. Include: Rules for use of public access computers, limitations on time, is online sign-up available? Color copier? Color printers? Typewriter? (Typewriter access is a common question) Scanner? Fax? Software? What kinds? (Word, etc). Any fees?
Also be clear about things you don’t offer, especially if you get frequent requests.
Wifi access?
You can link to this field in the WorldCat Institution Registry, displayed as Yes/No. Or you can enter information here about where and how to access your wifi network.
Databases
Provide live links to the list of available databases. In this section, specify how to find full-text journal articles.
e-Serial ISSN Search
The URL for the screen that displays the results of an ISSN search of your catalog for electronic serials. Example: http://library.institution.edu/search/i?SEARCH= . Rather than entering the IP address(es), you may choose either (i) to link this field to the corresponding field in the WorldCat Institution Registry to display the data maintained in the Registry, or (ii) copy the information from the Registry.
Open URL Resolvers
Enter here link resolvers that deliver appropriate electronic resources to a Web user. For more information on link resolvers, please see http://www.oclc.org/productworks/schema.doc. You can link this field to the corresponding field in the WorldCat Institution Registry, to display the data maintained in the Registry. Links to the Registry display the URL resolver as a text description link instead of the actual URL. Example: ProQuest Fulltext may be what the chat librarian sees and can click on, instead of a URL.
e-Books
Provide live links for e-Books and e-Book subscriptions (e.g. NetLibrary, Overdrive, Safari, Tumblebooks). Also provide any troubleshooting tips, guides, links to FAQs or other information to assist users with their e-Book questions.
Remote Access
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]” . Be specific about what needs to be typed in; provide troubleshooting tips and relevant links to library web pages.
Tech Assistance
When FAQs and instructions on the web site aren’t adequate, here’s who to contact (phone number and/or email) for various tech issues.
Research Guides
Provide live links. Also provide live links for tutorials, etc. if you have them.
Assignments
Provide a link to resources or the class webpage in cases where questions about the same assignment(s) is expected.
Tutoring/Homework Assistance
Include online tutoring (such as BrainFuse or Tutor.com Live Homework Help) as well as any other homework help offered by the library. For an academic library, include a link to the campus Writing Center, as well as any other tutoring help.
Library Card Policies
Give rules and regulations for obtaining a card, where to apply, online applications (and how to activate the card once received), 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.
You can link this field to the WorldCat Institution Registry to display the library card policies URL maintained there. Or you can copy the URL from the Registry then add any explanatory context as needed.
Access Policies and Reciprocal Arrangements
Who can come into the library, who can’t without special permission, etc.
Loan Periods/Returns
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? In addition to the any website links, provide the automated telephone renewal number (if available).
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? Include a general timeframe for how long it takes for items to be transferred from one branch to another. Also include information on recalls. Provide information on any charges, limits, and notification (if email notification is available, include information on how to sign up), as well as advice on the best method to request an item.
Late Fees
In addition to the obvious, include contact information for fine disputes and whether the library accepts payment over the phone, online, by credit card, etc.
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, Events, Services
Link to calendar of events and announcements. Example: include info about when libraries offer Museum Passes for checkout.
Meeting Rooms
If available, include whether rooms can be rented & how to reserve. Note if any meeting rooms have special equipment (overhead projectors, pianos, etc).
Summer Reading programs/lists
Links to website, if available. If no information on website, provide information on dates, program information, etc.
Library Policies
List only policies that fit under no other heading. Example: job opportunities, including volunteers
Other Policies
Do NOT put info about Internet access here. It goes under “Available technology and equipment” and "Wifi Access".
Example of “Other Policies”: Is test proctoring available?
Ready Reference Resources Style Guide.doc
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