Public Services in Special Collections, SPEC Kit 296 (November 2006)

Turcotte, Florence; Nemmers, John

72 · SPEC Kit 296
North Carolina State University
academic research or otherwise should be fully credited with the source.
Providing reproductions does not constitute permission to publish or reproduce images in print or electronic
form.
Rules and Regulations
Due to the rare or unique nature of the materials held in the Special Collections Research Center, we have rules and
regulations which are more stringent than those of the library in general. A few of these include:
No food, drink, or chewing gum is permitted in the Special Collections Reading Room.
Pencils are the only writing implements allowed in the Reading Room. No pens or permanent markers of any
sort may be used while working with Special Collections materials.
Researchers may not have their backpacks or bags in the Reading Room. A locker will be provided for
Researchers to place their personal belongings.
Laptop computers ARE allowed in the Reading Room.
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Public Services in Special Collections · 73
Penn State Special Collections
University
Libraries Public Service Manual
Table of Contents
Introduction
Mission Statements
Special Collections
Organizational Overview
Access Policy
Purpose of Public Service
Manual
Training
Library Users
Who do we serve?
Specific User Groups
General Guidelines for Desk
Service
Scheduling
Opening and Closing
Procedures
Reception Desk Duties
Desk Etiquette
Registration of Users
Conducting a Reference
Interview
Question Types
Reference Resources
Retrieval Procedures
Circulation Procedures
Restrictions
Handling Collections
Re-Shelving Procedures
Subject Specialist
Referrals
Reference via Mail, Email
and Phone
Special Requests
Loan Requests
Materials on Hold
Duplication Requests
Annex Requests
Security
Check in Procedures
Check out Procedures
Monitoring Use
Permissable Belongings
RADS and Guest Passes
Patron Challenges
Emergencies
Maintaining Equipment and
Supplies
Equipment
Reference Room Supplies
Statistics
Purpose
Maintaining
Chapter III
General Guidelines for Desk Service
Scheduling
Drafting the schedule
Monday: Print staff’s meeting makers for the next week
Use the current week’s schedule to work from (which should be on the “W” drive
saved under SPECCOLS/Reference Desk Schedule).
Before you begin altering the schedule, go to the SAVE AS button and save your
work. Save on the “W” drive with the title: Temporary Desk Schedule (e.g.
February 16-20, 2004) and then choose SAVE. This will allow the current
schedule to stay on the “W” drive and create a new draft version for you to work
with.
Go through the meeting makers and using the “edit”, “find” on your toolbar type in
a staff member’s name (make sure to check the select all box) find where they’re
working this week, and see if they can be left as is for the upcoming week. Repeat
this process adding and subtracting times with each staff member.
The mechanics of doing the schedule takes time and practice. Here are a few
things to look for:
Jackie and Lee Stout always put their available times on their meeting makers –
you just insert the times into the schedule
Watch for scheduling shifts during lunches, classes, too close together, or when a
person isn’t available.
Determine if the people working certain shifts of the day (namely the 11-12:30 and
2-3:30 shifts) have Front Desk experience so they can provide breaks at the
appropriate times.
Always schedule graduate students and volunteers with a full-time person.
Be aware of the staff members with flexible hours and schedule accordingly.
Use care when scheduling for annex runs if the person you have in mind is on
desk until 3:30 you may want to reconsider someone else for the job.
I also found it helpful when beginning the scheduling to ask people what their
preferences were, and tried to respect their wishes when possible.
Temporary Schedule
When you have the temporary schedule completed, send it via email attachment to
everyone working the desk, with a week day by which the corrections have to be
returned.
At some point during the week begin work on the weekly staff schedule. I prefer to
use a blank one saved on the “W” drive under SPECCOLS/WEEKLY STAFF
SCHEDULE TEMPLATE and changing the date each week. When you access it
and change the date save it as you did above with the reference desk schedule.
Using a combination of the meeting makers and temporary reference schedule
begin filling in the blanks. Medical, private and vacation time are in blue/bold. If
someone has “lock up” duty at the end of a day, place the key next to his/her
name on both schedules (copy/paste the key from the weekly schedule). Not
everything on a person’s meeting maker needs to be recorded on the weekly
schedule however, such as banner items, personal reminders or events.
Final Version
On Thursday, ideally ask another staff member to double-check for changes and
omissions using meeting maker and comparing both schedules against it. When
that’s completed make print-outs for the reference desk, front desk and bulletin
board near the Steelworkers Reading Room. Give one to each staff member.
Graduate students and wage payroll get the reference schedule only with their
shift(s) highlighted. One electronic copy is sent to Bill.
Procedures for Changing Shifts
Common sense! Be on time (5 minutes early is preferable to exchange information
Pennsylvania State University

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Public Services in Special Collections · 71
North Carolina State University
Research inquiries are accepted in person, online, by telephone, and by US mail.
Permission to Publish or Broadcast
Formal written permission is required from the Special Collections Research Center prior to publishing or rebroadcasting
any item or work, in whole or in part, held by the Center.
To request permission, please fill out an Application for Permission form and mail it to:
Special Collections Research Center
Attn: Permissions Review
NCSU Libraries
2205 Hillsborough Street
Box 7111
Raleigh, NC 27695-7111
If permission is granted, the Center requires that acknowledgement be provided using the citation format below.
Citation of Manuscripts and Archives
In order for other researchers to use and verify your research, it is important to cite exactly where you obtained your
information. The following examples are meant as a guide for citing information from the NCSU Libraries Archives or
Manuscripts collections.
For bibliographic citations from the University Archives:
Chancellor's Office, University Archives, North Carolina State University Libraries, Raleigh, North Carolina.
For bibliographic citations from the Manuscripts Collection:
Zeno P. Metcalf Papers, Special Collections Research Center, North Carolina State University Libraries, Raleigh,
North Carolina.
For footnote citations from the University Archives:
From James B. Shea, Jr. to James T. Caldwell, 27 May 1964, in Chancellor's Office, Correspondence, "Research
Triangle" Folder, UA #2.1.114, University Archives, North Carolina State University Libraries, Raleigh, North
Carolina.
For footnote citations from the Manuscripts Collection:
From Zeno P. Metcalf to Frank Porter Graham, 23 October 1934, in the Zeno P. Metcalf Papers, MC #220.0.3,
Special Collections Research Center, North Carolina State University Libraries, Raleigh, North Carolina.
Reproduction Services [price list]
All photocopies are made by Special Collections staff. Due to the fragile nature of some of our materials, there
may be some restrictions on the copying of fragile or bound items.
Requests for photocopies are processed daily, and orders are ready the same day or the following day
depending on the amount of material to be copied. Requests for photographic prints or negatives are processed
once a week. Orders are ready the following week and can be picked up in person or mailed directly.
D.H. Hill Library copy cards or faculty, staff and student i.d. cards are used for library copy machines. Copy
cards may be purchased in the Photocopy Services Department located on the 1st floor in D.H. Hill Library next
to the main circulation desk.
Oversized copies for such wide format items as architectural drawings, blueprints and maps are available. Color
copies and scans of Special Collections materials are also possible.
Researchers assume all responsibilities for copyright in the duplication of manuscript and archival materials.
Copyright
The nature of the NCSU Libraries' Special Collections means that copyright or other information about
restrictions may be difficult or even impossible to determine despite reasonable efforts. The NCSU Libraries
claims only physical ownership of most Special Collections materials.
The materials from our collections are made available for use in research, teaching, and private study, pursuant
to U.S. Copyright law. The user must assume full responsibility for any use of the materials, including but not
limited to, infringement of copyright and publication rights of reproduced materials. Any materials used for
http://www.lib.ncsu.edu/specialcollections/research/

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SPEC Kit 296: Public Services in Special Collections (November 2006) resources