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Patrons & Services

This page is also a collection point for members' contributions on recent topics and other resources.

Screencasts or Online Tutorials

Whether member libraries call it "screencasting," "online videos," or "web-based tutorials," they are usually meaning patron training modules made with TechSmith's Camtasia, Adobe's Captivate , or Talking Communities' TCscreen.

Link+ Tutorial from the Charles Von der Ahe Library at Loyola Marymount University, Los Angeles. Elisa Slater and Lauren Talbot created this tutorial.

Peninsula Library System Help Page for Innovative Interfaces Catalog FAQ's
has five tutorials. Nick Szegda of the Menlo Park library made them with Adobe's Captivate. Here are their titles:

* Simple Title Search
* Placing a Hold
* Placing Multiple Holds using Bookbag
* Renewing Your Items
* Changing Your Email and PIN

Mountain View Library used Camtasia for a tutorial on freezing holds at the bottom of its "Freeze Holds" information page.

More examples:

IM - Instant Messaging
These member libraries have started IM services:

Alameda County - 3:00 – 5:00 PM, Monday through Thursday

Livermore - 3:00 – 5:00 PM, Monday through Thursday

From BALIS Reference Committee Meeting Notes October 12, 2006:
"ACO now offers IM reference service from one reference desk computer in each branch from 3:00 – 5:00 PM, Monday through Thursday. They began on October 2nd with a soft roll out. Busier branches are getting the bulk of the questions. The library has AIM and Yahoo screen names and is using Trillian; people at home are encouraged to use Meebo. Information is on the ACO “Ask Us” page. An announcement was sent out to teens who registered for the summer reading program. Eventually they will market it more for everyone. Staff was nervous that they would be overwhelmed, but the busiest period they have had so far was 3 questions in one hour. (At Livermore their busiest period brought 4 questions in a two hour shift.)"

Webliography on IM
A quick way to bring yourself up to speed is to run a search using the tems "IM" and "instant messaging" on LII, Web4Lib, ALA's LITA, and DIG-REF.

Frequently Asked Questions About Instant Messaging
Questions and answers from the U.S. National Archives and Records Administration (NARA) about "Instant Messaging (IM)... an electronic messaging service that allows users. ... to exchange text messages with connected parties in real time." Topics include how IM differs from email, current best practices for capturing IM, and archiving of IM content created by government agency employees when the IM is a federal record.
URL: http://www.archives.gov/records-mgmt/initiatives/im-faq.html

Reports from Pew Internet & American Life Project

Teens and Technology: Youth Are Leading the Transition to a Fully Wired and Mobile Nation
This July 2005 report finds that the "number of teenagers using the internet has grown 24% in the past four years and 87% of those between the ages of 12 and 17 are online," and that "the variety of technologies that teens use to support their communication, research, and entertainment desires has grown." Includes the text of the report and the underlying questionnaire. From the Pew Internet & American Life Project.
URL: http://www.pewinternet.org/PPF/r/162/report_display.asp

How Americans Use Instant Messaging
A report based on surveys conducted in 2004 by the Pew Internet & American Life Project. "Surveys reveal that more than four in ten online Americans instant message (IM). ... About 11 million of them IM at work and they are becoming fond of its capacity to encourage productivity and interoffice cooperation." Includes charts and a copy of the questionnaire.
URL: http://www.pewinternet.org/PPF/r/133/report_display.asp

Family, Friends & Community: The Strength of Internet Ties
This January 2005 Pew Internet report done jointly with the University of Toronto concludes that "the internet and email expand and strengthen the social ties that people maintain in the offline world." Includes the text of the report, the underlying questionnaire, and links to related reports. From the Pew Internet & American Life Project.
URL: http://www.pewinternet.org/report_display.asp?r=172

DIG-REF Archives - http://digref.org/archive/
Select " Search by Thread" in current year. Entries are in chronological order, starting with January 2006 on the first page. To see the newest posts, go to last page. To find a topic, use the "Find" command on each page. The search box isn't intuitive.

Problem Patrons

San Jose Public Library
Alan Decker at the San Jose Public Library contributed these documents:

The library also has posted its policies on its web site in the "About Us" section. In that section there is a subsection titled "Legal Info and Policies." That list on that page is very long and covers a variety of issues. The ones titled Customer Conduct deal with problem patrons. On the Suspension Policy page, librarians are to call the security staff. The Conduct page lists the problem behaviors.

Resources on Problem Patrons

WebJunction has posted policies and stories to help librarians successfully handle problem patrons are in the Difficult Patron Behavior: Success Stories from the WebJunction Community entry on WebJunction - www.webjunction.org

If reading this article prompts you to look at your library's policies, check out WebJunction's policy page also.

Infopeople's Past Training Materials


The Gale/Califa Information Portal provides implementation support and technical information to members of the 2006/2007 Gale / CALIFA subscription program. You can find the URL's and locator ID's you need to put the databases' links on your library's web site and also MARC records for the Gale reference e-books. Click here for more information on the contract.

Service / Therapy Animals

The difference between service animals and therapy animals, legal distinctions, and practical advice: http://www.petsandpeople.org/difference.htm

This is a link to the U.S. Dept of Justice information about ADA requirements about service animals http://www.ada.gov/svcanimb.htm with a FAQ http://www.ada.gov/qasrvc.htm.

Sample library policies on service animals:

 Duluth Public Library http://www.duluth.lib.mn.us/Policies/ServiceAnimals.html

 San Francisco Public Library (via Infopeople) http://www.infopeople.org/training/past/2006/beyond-ramps/handout6_accessibilityserviceanimals.pdf




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