This article presents a digest of LISTSERVS of interest to access services for the period of April to June 2011. It presents questions and answers from Interlibrary Loan (ILL) people, CIRCPLUS, and OFFCAMP.

This article updates a previous article published in 1992 that described the role of the access services manager in policy formation. Since that time, the access services department and mission has matured and evolved to a prominent position within the library organization. Technological changes and innovation in the marketplace of wired and…

In this article, the author recounts her experience in 2005 as a library director at the Mount Laurel Library in New Jersey. She thought her people at the library were in fairly good shape in terms of the professional staff's understanding of the confidentiality rules governing their customer information. However, she was wrong. This was driven…

Report on the 1992 American Library Association (ALA) conference discusses featured speakers, political actions of the ALA Council, guidelines on patron behavior, the resignation of ALA Executive Director Linda Crismond, and conference exhibits. Excerpts from an address by new ALA president Marilyn Miller on empowering people through libraries are…

Considers how privacy issues related to online profiling affect library patrons and what librarians should do to protect them. Discusses the need for a privacy policy and provides guidelines from the OECD (Organisation for Economic Cooperation and Development) privacy statement generator that can be adapted for libraries. (LRW)

As a result of the 1992 federal appellate court decision, "Kreimer versus Morristown," libraries have the right to define appropriate patron behavior while in a library and to address behavior considered disruptive. Discusses details of the case and practical interpretations of the ruling. (JKP)

Explains symbolic interactionism as a theory for analyzing research based on a qualitative interpretive process that can help librarians to understand the way in which the library staff and users view services, training, policy, and other issues. The theory focuses on the symbolic meaning of objects, such as books, and events as they are…

Describes the policies and procedures developed at the Vineland Public Library (New Jersey) for a program to lend laptop computers. Discusses laptops for in-library use and for home use; obstacles, including staffing ramifications and maintenance demands; checking for inappropriate Web sites left on the hard drive; and benefits for the users. (LRW)

Discusses privacy issues related to electronic libraries. Highlights include finding guidance and information on the Web, including the American Library Association, Center for Democracy and Technology, and the Electronic Privacy Information Center; legal responsibilities in maintaining privacy rights of patrons who access the Internet; and…

Examines an effective response to library or archive theft and vandalism of valuable materials: the restricted access reading room. Discusses the need for an alert staff, user identification, restriction of carry-in items, electronic surveillance, record keeping, limits to quantities of collection materials, exiting procedure, photocopying, theft…

Offers suggestions for libraries on how to develop a customer service plan to provide excellent service, create a positive environment for staff members, foster new and continued positive relationships with patrons, and evaluate customer service goals and objectives. Also discusses policies and building appearance. (Author/LRW)

Examines moral, legal, and professional arguments for the protection of a library patron's privacy; gives examples of confidentiality challenges; and concludes that librarians should lobby for legal recognition of librarian/patron privilege of confidentiality. Computer technology and privacy are discussed, and the American Library Association…

Discusses the problem library patron from various fronts: historical, personality traits, importance of complaints, nature and types of problem patrons and their behavior, technology and the newly-bred problem patron, strategies for dealing with problem patrons, and ensuring that library administrators and other supervisors understand the need to…

Discusses academic library users who are not affiliated with the institution and considers the problems associated with them. Ethical issues are raised; possible solutions are suggested, including guidelines, bibliographic instruction, and user fees; and policies implemented at the University of California at Berkeley regarding unaffiliated users…

Firm policies and procedures that address the environment, patron/staff behavior, general attitude, and care and handling of materials need to be at the core of the library/archival security program. Discussion includes evaluating a repository's security needs, collections security, security in non-public areas, security in the reading room,…