Country Lending Service (CLS) manual
3 Day to day running of your library
3.1 Issue systems
3.2 Overdue books
3.2.1 "Barring" library members
3.3 Joining new library members
3.4 Membership records
3.5 Loan entitlements
3.6 Requests: the system in your library
3.6.1 Requests for books in your own stock
3.6.2 Informing readers
3.7 Weeding the library collection
3.8 Dealing with your public
3.8.1 Complaints about content of children's materials
3.1 Issue systems
The library manager needs a record of who has what book on loan and when it is due back.
Automated systems
Libraries operating with automated systems should refer to procedure manuals for more information about the day to day library operations.
Please note that Public Library Services (PLS) does not provide book cards in the items.
Libraries not using automated systems use the Browne issue system which involves the following steps:
a) A book must have a book card (PLS can provide blank book cards) and a date label, as we no longer place book cards in the books.
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b) Each reader has a number of tickets equal to the number of items which can be borrowed at one time. The reader’s name and address, and the date their membership expires are written on each ticket.
c) When a book is borrowed, the "date due" is stamped on the date label inside the book. The book card is removed and placed in one of the reader’s tickets.
d) Readers’ tickets are filed behind date guides showing the "date due". The tickets are arranged in order by the book card. This is called "the issue". This contains: alphabetical order of author’s surname for fiction, classification number order for non-fiction.
Reader's ticket
e) The "date due" is advanced every day. It always coincides with a library open day, even if this means that the loan period is slightly extended for public holidays.
f) When a book is returned, the librarian checks the "date due" on the date label of the book pocket. The equivalent date guide is found in the issue and the correct book card and reader’s ticket withdrawn. The name on the reader’s ticket is checked to make sure it is the correct one.
The book card is returned to the pocket in the book. The reader’s ticket is kept at the desk to be used for the next loan.
The basic system has a number of advantages.
It is very easy to see if books are overdue.
It is possible to check to see whether a particular book is on loan and if so, to whom and when it is due back.
It is easy to ensure that one reader or one family does not borrow more books than your library’s system allows (see Section 3.5).
3.2 Overdue books
Libraries using the automated systems have their overdue notices generated and printed automatically. By adopting the issue system described in 3.1, it will always be possible to see whether a reader has kept books past the date on which they were due back. When this happens, you should usually allow a period of "grace" before contacting the borrower, since most overdue books are returned fairly shortly after the due back date. However, if the book has not been returned after a reasonable period (usually 2 or 3 weeks after the date due), you should send a:
(a) First Overdue: a letter/card requesting the return of the book or books within a set period of time (e.g. one week) (see Appendices).
If the books are not returned within the period you have allowed (plus a further short period of grace), send a:
(b) Second Overdue: a letter/card requesting the immediate return of the books and including a sentence to the effect that if the books have been lost, a charge for their replacement will be levied (see Appendices)
If the books are still not returned within the period allowed send an:
(c) Account for the replacement value of the books, taken from the current average book price list issued by PLS (see Appendices).
Before sending any overdue notices or accounts the item should be checked against the shelves. For this to be effective, shelf order should be checked regularly.
If, as a result of these steps, the reader contacts you to report the item(s) returned, you may have to decide whether the reader or your issue record is mistaken! This decision is obviously one for your discretion, but it is often better to give the reader the benefit of the doubt unless you have very substantial grounds for believing otherwise (e.g., if the same reader had previously insisted that overdue books had been returned). In the end, it is up to you! Please contact PLS if you would like help with the wording of overdue notices.
For small libraries, you may find it better to chase overdue books over the phone, only mailing second notices or accounts. A record should be kept of these phone calls.
While readers have overdue books on loan from the library, you should not let them borrow more books. If you do, there will be little incentive for them to return the overdue items.
Generally, prompt and consistent action on your part will minimise the problem of overdue or lost books.
When payment is received, the procedure outlined in Section 7.3.1 should be followed.
If a reader fails to return or pay for a lost or damaged item after all of the above procedures have been followed, you should complete a Lost and Damaged Book Report form and send it to PLS (see Appendices). You should also discharge the loan from your issue file. There is no point in keeping an issue record of irreparably lost books to people who have long since left the district.
If readers fail to return or pay for books, you should exercise your right to refuse them the loan of books in future. "Barring" library members in this way can be difficult in a small community, but it is unfair on readers who use the library responsibly if others are allowed to keep books indefinitely. If you bar a reader, you will need to make a note on the membership card of the date of the date of the bar, the duration (if temporary) and the reason. The membership card should be kept as a record of your action, preferably interfiled with other membership records, although not counted for statistical purposes (see Section 3.4). Barring should be regarded as a last resort. Records of barred borrowers, particularly those who have left the area with library books, can be checked when new members join.
3.3 Joining new library members
When new library members join the library, they should complete a registration form. The exact wording of this form can be decided by your Council, but it is advisable to include a phrase which makes it clear that the member undertakes to reimburse the Council for lost or damaged books. New borrowers should sign such a statement of responsibility on the membership form, and produce identification verifying their address.
Parents or guardians sign statements of responsibility for junior membership, including responsibility for the supervision of the children’s usage of library materials, both in the library and while borrowed. The membership form should also include the name, address and phone number (home and work) and email address of the member.
Enrolling a new library member is a good opportunity to promote your service. It is cheap and easy to produce bookmarks which look attractive and contain basic information about the library. These and other simple "give-aways" help to create a good impression with new members.
Do not forget that joining the library can be made into a very special event for children. Consider providing a simple "goodies" bag for the young member (include a colour-in sheet, a balloon, a bookmark and an explanatory leaflet about the library).
3.4 Membership records
Registration forms should be filed as a check on the number of enrolled members, a figure which is of interest to your Council and is required by State Library for the annual statistics. If this membership file is to provide an accurate record of current membership, it must be kept up-to-date.
The membership file can be kept up-to-date in the following manner:
- New members are enrolled for a fixed period (usually 2 years) and their membership expiry date (conveyed by month and year, e.g. 12/09), is noted on their membership card and reader’s tickets, or via the automated system.
The librarian checks the expiry date when routinely charging and discharging books. When the membership is due for renewal, the librarian asks the reader to complete a new registration card, onto which the librarian adds the new expiry date (e.g. 12/10). The old registration card is thrown away and replaced by the new one. New readers’ tickets are completed if necessary (showing the new expiry date). In practice, if there has been no address or name change since the last tickets were issued, the expiry date can usually be neatly altered and the old tickets re-used.
The membership file must be checked regularly (every 6 months will usually be adequate) and membership cards which have expired should be discarded. If you think these people will start to use the library again, you should still discard the expired card, since you can easily re-enroll them when they next visit. This method works very well once established, since your membership renewals will be spread evenly over the year. It is therefore particularly useful for larger libraries.
In cases where the current file is very out-of-date, misfiled or otherwise difficult to update, it can be discarded completely. Each reader can be asked to complete a new membership card, and new readers’ tickets can be provided if the details on the new card do not match the old.
It is important that you discard all out-dated membership cards whether or not they have been superseded by new ones. The membership file should be a record of your current library members and can only be maintained as an up-to-date record if it is regularly weeded or renewed. The number of withdrawn memberships is recorded on the annual statistics form (see Appendices).
Remember that library membership records have personal information about your borrowers. Any request by another person for an address, telephone number or any other details, including library usage records, must always be refused as these records are confidential.
3.5 Loan entitlements
There is no upper limit on the number of books allowed and 10 or more books per reader should be allowed wherever possible. Some borrowers may require varying loan periods, especially if they live a long distance from town and visit irregularly.
There is no need to differentiate between adult and junior borrowing entitlements; all members can be allowed the same number of books regardless of age. With the exception of taped books for readers with a print disability, it is also desirable that all members have equal access to all categories of library material.
3.6 Requests: the system in your library
The PLS request system and how you use it is discussed in Section 6. Sometimes you will also be asked for books which you have in your own stock.
3.6.1 Requests for books in your own stock
If using the Browne issue system, when you are asked for a particular book, you should always check your printout to see whether it is held in your library. In cases where a book is held and on loan to another reader, you should insert into the reader’s ticket, along with the book card, the same yellow iridescent card used for PLS reserves. You can then check your request file to see who has requested the item.
If using an automated library management system, you will be able to complete these processes on your computer.
Whether books have been returned by other readers or sent from PLS, you need to inform your readers that their requests have arrived. Ideally, you should phone or send a note saying the item is available.
3.7 Weeding the library collection
First and foremost, the stock of your library should be maintained in good condition and should look attractive and inviting to library users. All librarians need to check the stock of their library regularly, removing unused, tatty or dirty stock from the shelves.
Where the collection consists entirely of PLS stock, the librarian can return to PLS any book which is in poor physical condition, is not going out regularly, has been in your library collection too long (the printout will tell you) or is otherwise not required. The three monthly exchange programme provides the ideal opportunity for this. Items held for more than four years are asterisked on your shelf printout.
A few libraries continue to hold books which belong to the shire council. In these circumstances, it is important that the librarian regularly checks the stock and withdraws any books which are in poor condition or are no longer of interest to readers. Shelves weeded of this material not only optimise space but enable library users to find newer more popular titles. Such items may be sent to PLS for disposal.
Some libraries receive gratis pamphlet material. Discard irrelevant material, placing only material in your pamphlet file or display that will satisfy the needs of library users, e.g. information which answers "what, who, when, where, why" questions (statistics, facts and figures). Pamphlet material needs to be weeded regularly to discard out-of-date material.
Books donated to the library by members of the public should be critically assessed. Since it is unfortunately true that some unsolicited donations are of little real interest or value to the library, it is usually better to discourage donations. Where it is difficult not to accept donations, the donor should be made aware that the library may not use all unsolicited books and some could be discarded, and that added to the library collection, will eventually be weeded. Donated books can be sent to PLS if you are unsure what to do with them. Notify distributors of unsolicited materials you don’t want, that you wish to be removed from their mailing list.
3.8 Dealing with your public
Most of the people using your library will be a pleasure to meet. However, as in all jobs which involve public contact, readers may occasionally be angry or aggrieved. It is important that you handle such situations effectively. Procedures dealing with difficult customers may be outlined in council policies or client service standards. Client service standards and policies are council documents, but assistance may be obtained from PLS if required.
There are several golden rules:
- ALWAYS STAY POLITE
- NEVER LOSE YOUR TEMPER
- KEEP YOUR VOICE CALM AND UNDER CONTROL
Your exact response will obviously depend upon the complaint.
Sometimes it will be necessary to make careful notes, to check the information the complainant provides and to report back to the complainant later.
On other occasions, it may be possible to provide the information or explanation that the reader needs straight away.
Whatever course of action is most appropriate, you should always take the complaint seriously, listen carefully and make every attempt to provide a satisfactory answer.
3.8.1 Complaints about content of children's material
If a reader (including a parent) complains about the content of a children’s book or other materials, avoid becoming involved in a debate about that particular item. Instead you should:
- listen to the complaint
- let the borrower express their viewpoint/anger. In many cases, the opportunity to express a viewpoint will help to diffuse the emotiveness of a complaint.
- acknowledge that the borrower is angry or upset by the content of a particular book and explain that you appreciate the feedback from library users but that selection from the collection is the borrower's responsibility.
If the borrower is still dissatisfied, invite the borrower to fill out a feedback form.
Please contact PLS for further information if you are uncomfortable with the book itself or any outcome of a complaint
Last updated: 21st July 2008
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