Library Programs and Services

List of Tables
Preface to the Ninth Edition
1. Introduction to Library Public Services
Library Functions
Library Types and Library Users
Quality Service
Customer Service Training
Libraries and Social Work
Closing Thoughts
References
2. Reference Services
Types of Reference Questions
The Reference Interview
Reference Service Categories
In-House Reference Training
Closing Thoughts
References
3. Instructional Services
The Nature of Instructional Services
Information Literacy Defined
The Need for Information Literacy Instruction
Types of Information Literacy Instruction
Instructional Methods
Classroom Pedagogy
Instruction: Moving Theory into Practice
Online Instructional Support
Scheduling
Assessing Learning
Closing Thoughts
References
4. Access Services
Loan Systems
Borrowers
Loaning Materials
Privacy of Loan Data
Stack Maintenance
E-Reserve Services
Acquiring Materials Beyond the Library
Interlibrary Loan
Document Delivery
Cooperative Resource Sharing
Legal Concerns
Closing Thoughts
References
5. Physical Collections
How Publishing Works
Serials
Types of Serials
Paper-Based Collection Issues for Public Service Staff
Government Information
Archives-Special Collections
Media Collections
Media Ratings and Libraries
Closing Thoughts
References
6. Online Collections
Differences between Digital and Other Resources
Online Resource Types
Digital Permanence
Closing Thoughts
References
7. Programs and Services
Programming
Services
Closing Thoughts
References
8. Technology Issues
Libraries and Technology
Public Access to Computers
Online Government Information and Services
Social Media
Developing a Social Media Policy and Plan
Social Media in Libraries
Measurability: The Impact of Social Media in the Library
Closing Thoughts
References
9. Legal Issues
Creating Libraries
Users and the Law
Library Services and the Law
Contracts and Licenses
Copyright
Closing Thoughts
References
10. Fiscal Issues
Budget Basics
Budget Formats
Fund Accounting
Garnering Budget Support
Other Sources of Funding
Closing Thoughts
References
11. Ethical Issues
Ethical Concepts
Workplace Ethics and Values
Professional Ethics
Intellectual Freedom
Self-Interest
Other Potential Ethical Challenges
Closing Thoughts
References
12. Staffing
Categories of Information Service Personnel
The Staffing Process
Staff Development, Training, and Retention
Performance Appraisal
Part-Time Staff
Closing Thoughts
References
13. Safety Aspects
Risk Assessment and Management
Disaster Preparedness Planning
Technological Security
Bugs and Other Nasty Things
Collection Safety
People Safety
Challenging Users
Closing Thoughts
References
14. Library as Place
Library as Place
Managing the Facility
Deferred Maintenance
Sustainability
Planning for Renovation or New Space
Moving to a New Location
Joint-Use Facilities
Closing Thoughts
References
15. Assessment
Key Concepts
Reasons for Doing Assessments
Tools That Aid in Assessment Efforts
Outcomes
Closing Thoughts
References
Index