Broad Processes Detailed Processes 1. Provide access to
Internet-based information
Maintain Internet access in library facilities Update the library website
Negotiate database licenses 2. Advise readers Advise individual readers
Make recommended booklists Prepare bibliographies/webliographies 3. Answer phone Answer phone
Transfer calls 4. Answer reference
questions Answer genealogy/local history questions Answer reference questions by IM/chat Answer reference questions by mail Answer reference questions by phone Answer reference questions in person Answer reference questions via e-mail
5. Catalog materials Conduct original cataloging for local materials Create metadata for archival/special collection items Establish authority records
Identify and create metadata
Identify corresponding bibliographic record in OCLC Identify local subject headings/call numbers
Update bibliographic catalog with Dewey/LC updates 6. Circulate materials Add delinquent customers to collection agency list
Check in materials Check out AV equipment Check out AV materials Check out books Collect fines
Collect for damaged or lost items and collection agency fees Empty book drop
Identify missing parts of items Refund payments for lost books
Release customers from collection agency list
6. Circulate materials
(cont.) Renew materials
Send delinquent customer list to collection agency Send e-mail notices just before due date
Send overdue notices
Update record “claims returned”
7. Communicate with customers and stake- holders
Communicate the benefits of the library Conduct surveys
Create promotional materials Find lost parents
Handle complaints
Handle lost-and-found items Make displays
Participate in community collaborative initiatives Participate in community orga nizations
Post notice of closure for training and other reasons Post notice of public meetings
Process and distribute incoming faxes Process and distribute incoming mail Publish annual reports
Publish newsletters
Read and respond to e-mail Report to funding authorities Send faxes
Send mail
Send mail and e-mail notices of programs Take requests for purchase
Take requests for reconsideration 8. Create reports Compile and analyze statistics
Comply with regulations Create portfolios
Produce board reports 9. Deliver materials Deliver AV equipment
Deliver mail to library offices and facilities Deliver materials among library facilities Deliver materials to other libraries 10. Develop and monitor
policies Develop policies
Maintain policies Monitor policies 11. Evaluate programs
and ser vices Evaluate programs Evaluate ser vices
List of Library Processes 123 12. Hold board meetings Create board meeting agendas
Orient new board members Prepare director’s reports Prepare financial reports
Prepare special board reports/presentations Recruit board members
13. Hold meetings Create agendas
Prepare reports/presentations Write and distribute minutes 14. Improve processes Collect and manage data
Manage process masters Write charters
15. Index newspapers Index newspapers 16. Maintain collection Clean materials
Conduct inventory
Delete items from holdings Identify and insure rare items Maintain art collection
Maintain bibliographic database Read shelves
Repair damaged AV materials Repair damaged books
Replace lost and damaged items Send items to bindery
Shift collection Transfer materials Weed materials
17. Maintain equipment Install computers and other equipment Install new software
Install software upgrades Maintain bookmobiles
Maintain library-owned vehicles Maintain printers—paper, toner, etc.
Order new computer hardware Repair damaged equipment
Replace damaged computers and other equipment Select technology
18. Maintain facilities Change light bulbs Clean bathrooms Clean building Decorate for holidays Inventory equipment Maintain grounds
18. Maintain facilities
(cont.) Manage heating/ventilating/air conditioning (HVAC) Plan remodeling projects
Supervise public areas
19. Manage employees Administer employee benefits (insurance, retirement) Administer leave time
Communicate with employees
Conduct background checks on candidates Counsel employees
Develop employees Evaluate employees Handle grievances Hire employees
Interview candidates for positions Negotiate union contracts Orient new employees Post job openings Receive job applications Schedule employee meetings Schedule employees
Supervise employees Train employees 20. Manage funds Create budget
Handle cash Invest funds Make bank deposits Manage grants
Review use of resources Select banks for deposit 21. Manage holds Gather materials on hold
Place holds
Pull holds from shelves Remove items from hold 22. Manage meeting
rooms Inspect meeting rooms
Reserve meeting rooms 23. Manage public access
to the Internet Maintain public access computers Sign up for computer use
24. Manage reserves Cancel items on reserve Place items on reserve Take requests for reserve
List of Library Processes 125 25. Manage volunteers Recognize volunteers
Recruit tutors Recruit volunteers Train volunteers
Work with Friends of the Library
Remove books remaining after Friends book sales 26. Open and close the
library Close the library
Close the library in an emergency Collect people counts
Open the library 27. Order materials Negotiate contracts
Order and maintain supplies Order books and other materials 28. Pay bills and
employees Pay employees
Pay vendors 29. Plan for emergencies Conduct fire drills
Plan for emergencies 30. Plan for the future Create strategic plans 31. Prepare materials for
circulation Prepare AV materials for circulation Prepare books for circulation
Prepare daily newspapers for shelving Prepare periodicals for shelving 32. Present programs Conduct book discussion groups
Conduct computer classes Conduct adult programs Conduct children’s programs Conduct young adult programs Place meeting room signs Plan programs
Promote programs Set up meeting rooms 33. Provide assistance to
customers in library Answer directional questions Assist at print management stations Assist at self-check stations
Assist customers with copiers
Assist customers with Internet searches Assist customers with library databases Assist customers with microfilm Assist customers with OPAC Help customers find items
34. Provide outreach Conduct programs at daycare centers Conduct programs at senior centers Prepare and deliver deposit collections Provide ser vices to homebound customers 35. Provide security Provide security
36. Raise funds Accept cash and equity donations Conduct annual campaigns Maintain donor database Plan fund-raising events Thank donors
Write grant proposals 37. Register patrons Issue new library cards
Issue out-of-district cards Issue out-of-state cards Issue reciprocal cards
Issue replacement library cards Issue statewide library cards Update patron records Verify addresses
38. Request proposals Request proposals from ser vice providers 39. Select materials Accept donated materials
Evaluate donated materials for use in collection Evaluate patron requests for purchase
Renew subscriptions for electronic resources Respond to challenged materials
Select AV materials Select new books
Select new electronic resources Select replacement books Sort donations
40. Share resources Fill interlibrary loan requests
Lend materials among library facilities
Place interlibrary loan requests with other libraries Request materials among library facilities
Scan articles
Take interlibrary loan requests 41. Shelve materials Shelve adult books
Shelve AV materials Shelve children’s books 42. Train and educate users Give tours
Provide bibliographic instruction
Appendix B
127