Service Responses in North Carolina


BASIC LITERACY

Rockingham County Public Library
Sue Williams, Director - June 1998


Needs Addressed by This Service Response

A library that offers Basic Literacy service addresses the need to read and to perform other essential daily tasks.

What the Library Does and Provides

The library provides a learning environment, specialized materials, and access to trained tutors to help people reach their personal literacy goals. The library may provide specially designed facilities and access to instructional technologies that enhance the effectiveness of tutoring efforts. Library staff, or highly trained volunteers, may be used to provide the tutoring.

Description of Library and Service Population

The Rockingham County Public Library provides service from seven facilities: five branch libraries in Eden, Madison, Mayodan, Reidsville, and Stoneville; The Learning Place in Reidsville; and a seventh location, the Administration Building in Eden, which houses Administration, Outreach Services, Technical Services, and the Computer hub. Rockingham County has a population of 90,083 in its 572 square miles. Located in the North Carolina piedmont section, its northern border is the Virginia state line.

Community Need Addressed by Program

The 1996 census identifies 7,116 people over 25 years of age in the county having lower than an 8th grade education level. In addition, a growing number of immigrants who need ESL assistance have moved to the county.

Target Audience

The program is designed to serve adults and teenagers over 16 with reading, writing, and mathematical needs necessary to become literate.

Service Objectives

Description of Services and Activities

Tutoring individuals on a one-on-one basis is provided. After interviews with a potential student, he/she is "matched" with a tutor. Tutors are solicited annually through newspaper ads. Volunteer hours are recorded and each year a Tutor Recognition celebration is held. Tokens of appreciation are given to recognize the many long hours volunteers give. 1997 saw the literacy program’s first "colossal" tutor (over 1,000 hour). Special student events are also planned from time to time.

Volunteers take a twelve-hour tutor training workshop to learn different methods of teaching and to become familiar with the many kinds of materials available. Soon after the workshop a volunteer is placed with a student who has requested help. The tutor/learner team meet at one of the five library branches or at The Learning Place (the hub of the literacy program) once or twice weekly.

Bimonthly newsletters are mailed to tutors and students. The staff member responsible does a student newsletter that invites students to read, work puzzles and take part in student activities. Tutor’s newsletter include helpful teaching hints, information about new materials, and notice of activities for either students or tutors.

Both tutors and students are given opportunities to attend literacy conferences around the state. In 1995 six students attended a New Readers Conference in Greensboro. The librarian supervising the program is a member of the North Carolina Literacy Association, the North Carolina Library Association, and Laubach Literacy Action. Staff attend literacy conferences in North Carolina and Virginia; the librarian attends bi-annual Laubach Literacy conferences.

Resources Allocated to Service

The literacy program staff consists of a full time librarian, two part-time assistants paid by the county, and two part-time grant funded positions. The librarian selects material, trains tutors, interviews and makes an assessment of students, matches students and tutors, speaks and provides other publicity, supervises the literacy staff and writes grants. The part-time staff assist in maintaining The Learning Place by taking care of clerical duties, student and tutor files, correspondence, publicity, and many other day-to-day details. Of the two grant-funded positions, one assistant was hired specifically to work closely with the ESL (English as a Second Language) tutors and students; the other one works more closely with all students, evaluating progress and satisfaction with the program.

The Learning Place in Reidsville is a facility located near the Reidsville Branch Library. It provides a large meeting room separated from the collections and staff space.

Through the years the collection of materials which can be used with a student has increased from one basic reader to many choices, including workbooks, audio tapes, video tapes and computer programs. Program series come on various levels (from 0 reading level to the 9th grade) and concentrate on different learning styles so that a student can be helped no matter where he or she is in the learning process. Three libraries contain partial collections and The Learning Place has a complete and expanded collection. Many supplementary books written especially for adult new readers round out the collection, and the tutors have many reference books to further their understanding of how to teach adults who have slight to moderate learning differences. Subjects include some who are dyslexic or who have other learning disabilities, spelling difficulties, and "how to."

Adult New Readers collections are separate sections in each of the libraries making it convenient for both students and tutors to find study materials as well as supplemental books in fiction, geography, history, biographies, etc. Books are marked to indicate approximate reading levels to further aid in selection.

The Learning Place provides a computer with CD-ROM for use by tutors and students. They may also access Rockingham County Public Library’s on-line catalog as other patrons do. Computers and appropriate software for adults learning to read are also available in two branches for students to use.

Community Collaboration

The Rockingham County Public Library’s Literacy Program work closely with the Rockingham County Community College’s GED Department, providing a tutor when a student needs extra help in order to obtain a diploma. GED classes are held in one library branch and at The Learning Place. Volunteers are also supplied to the Job Resource Center as needed. Other county and state agencies refer students on a regular basis to the Learning Place. Joint efforts between Rockingham County Consolidated Schools and the literacy program include Books for Baby (a kit of information and a book is given to mothers of newborn babies in two local hospitals) and Family Reading Project (books and books on tape are taken to schools to be used by children in Title I classes and their parents). These projects were made possible through grant money.

Funding and Support Services

In order to supplement county and grant funds, staff conducts fund raising activities, such as the Christmas Stocking of Literacy. With these funds a computer with a CD/ROM drive was purchased for student use in 1998. The agency is a part of the whole service program of the Rockingham County Public Library and therefore has its materials ordered, cataloged, and processed by the Technical Services Department of the library. There are delivery runs among all seven library buildings three days a week. As with the branches, photocopies and fax machines are available.

Service Measures

Classes to train perspective tutors are held throughout the year. Four training classes were held in 1997 and five in 1996. The total number of trained tutors currently (June 1998) is 106; these are all tutors who either are tutoring or still planning to tutor in the future.

During the 1997 fiscal year, literacy staff responded to 495 reference and directional questions, circulated 2957 items, put deposit collections in 10 community agencies. They mailed bi-monthly newsletters to approximately 300 people.

Each year two special events are held: the fall Tutor Recognition dinner or reception and the spring Student/Tutor picnic.

The friendly literacy staff often helps low level or non-readers fill out application and government forms of all kinds, and reads letters or hard-to-understand communications to them.


BUSINESS AND CAREER INFORMATION

High Point Public Library
Kem Ellis, Director - June 1998


Needs Addressed by This Service Response

A library that offers a Business and Career Information service supplies information related to business, work, entrepreneurship, personal finances, and obtaining employment.

What the Library Does and Provides:

The library provides expert personal assistance, specialized electronic and print resources, and services of interest to the business community, to investors, to individuals who are seeking employment or who are dealing with a changing work environment, and to individuals who are contemplating a career move or change. Library users can access a significant amount of information without visiting the library by using the telephone, fax, e-mail or other electronic delivery systems.

The library may provide computers, printers and other office equipment for public use, may offer special programs on business and career topics, and may offer specialized facilities for business meetings and/or for career counseling. The library may also create business and career resources or may locate and organize related information on a web page.

Brief Description of Library and Service Population:

Business Research Services is a specific section of the Research Services Division of High Point Public Library. The library, located in High Point, North Carolina, serves a population of over 75,000 through a main library. The staff of Business Research Services, two full-time librarians and two part-time research associates, assist library users in finding specific and general information on all business-related topics, and in locating requested materials from the library's business collections.

Service Objectives:

Business Research Services addresses the need for information related to careers and employment; investing; taxes; small business; special programs; and the Furniture Market.

Description of Services and Activities:

Resources Allocated to Service:

Reference and circulating collections of current and classic business books are available. A Career Center collection contains reference and circulating books on vocational opportunities; career changes; wage and salary information; job search strategies; and many other topics. All these collections consist of nearly 5,000 volumes. The periodical section features the most current issues of business, finance, and industry newspapers and magazines. Back issues are stored on microfilm, microfiche, and in paper form. Electronic databases provide company profiles, indexing, and full text information about business and industry topics. Two Internet workstations are available for customers to explore business topics through a variety of search strategies.

The Unit Supervisor has an office. A workroom with a PC is shared by other staff. A microform reader and reader/printer are located in Business Research. Two coin operated photocopiers are provided for public use. There is a separate fax machine and phone line for exclusive use of the Business Research Unit.

Community Collaborations:

The staff of the Business Research Unit work closely with the Chamber of Commerce, SCORE, the federal and state IRS offices, the Commerce Department, the Cooperative Extension Service, and the local community college. Collaborative efforts include chairing Chamber committees, writing articles for area publications, distributing tax forms and providing tax assistance, and co-sponsoring programs on business, tax, career, and consumer topics.

Funding and Support Resources:

The funding for the Business Research Services Unit of the library comes primarily from the City of High Point. Some state funds are made available for special projects or acquisitions.

Service Measures/Recent Outcomes:

Conventional methods of measuring service use are employed, including reference transactions, periodical use, and program attendance. Business Research Services will continue to provide quality service in a timely manner. Collection management and development functions are performed, including removing materials that contain outdated information and adding quality materials to the collection. We will create and distribute bibliographies and booklists to enhance accessibility of and provide guidance to materials. We will create, publish, and distribute local directories such as our local area minority business directory. The library features book displays and bulletin boards to increase customer awareness of current business issues and new books.


COMMONS

Archdale Branch of Randolph Public Library System
Richard Wells, Director - June 1998


Needs Addressed by This Service Response

A library that provides a Commons environment helps address the need of people to meet and interact with others in their community and to participate in public discourse about community issues.

What the Library Does and Provides

The library provides public space for meeting and gathering that is inviting, neutral, and safe for all individuals and groups in the community. The library may provide a variety of meeting and gathering spaces including large meeting rooms, small group meeting and study rooms, and open public spaces that invite conversation and discussion. The library may provide electronic means of assembling, such as videoconferencing facilities.

Brief Description of Library and Service Population:

The Archdale branch (3,600 square feet of public area) of the Randolph County Library System has established itself as a welcoming resource to all people in our community. It has a meeting room with a capacity of 50. Most evening programs are held on nights when the library is closed, in order to accommodate attendees comfortably. The branch is next door to the Archdale/Randolph Community College.

The City of Archdale (pop.8529) is located in the fastest growing section of Randolph County. Explosive growth is both positive and disruptive, bringing to a traditionally conservative, rural area a diversity of education and life-style not previously encountered. Archdale-Trinity is experiencing an influx of residents with college education, many of whom work in neighboring Guilford County. In Randolph, 48% of the population has less than a high-school diploma. Businesses are small; 70% of the working population work for companies that employ 10 or fewer employees. Residents traditionally claim more ties to the High-Point/Greensboro communities in Guilford than to communities in Randolph.

An African-American community has deep roots here but the Archdale-Trinity community had no cultural activities for families or out-of-school adults. For humanities enrichment, they went to Guilford County. The African-American community did not use the library, and later reports indicated that they felt "left out" as a community from area activities.

Service Objectives:

To welcome the entire community to the Archdale Library by providing a center for life-long cultural and educational activities and information.

Description of Services and Programs

Some of the programs initiated include the following:

Services offered include:

Service Measures/Recent Outcomes:

Most of our measures are word of mouth and consistently high enrollment for our offerings. Most of our attendees are traditional library users. We still seek more involvement with our minority populations. Our meeting rooms increased use and the increased diversity of users reflects a rising awareness of the library's presence.


COMMUNITY REFERRAL

Cumberland County Public Library and Information Center
Jerry Thrasher, Director - June 1998


Needs Addressed by This Service Response

A library that offers Community Referral addresses the need for information related to services provided by community agencies and organizations.

What the Library Does and Provides

The library establishes ongoing relationships with community organizations and local governmental agencies. The library develops and maintain or will facilitate the development and maintenance of a database of available services and qualifications for receiving those services. The library provides easy, convenient, confidential access to the information in a variety of ways such as walk-in service, toll-free telephone service, or Internet access.

The library may provide intake and assessment forms from referral agencies, and library staff may conduct initial interviews or provide follow-up with clients and agencies to determine whether services were provided that met the individual's need.

Brief Description of Library and Services

The Cumberland County Public Library & Information Center is composed of a headquarters library, six branches and a bookmobile serving a population of 294,195. The total budget is $6.9 million with 132 full-time and 63 part-time staff in 1997-98.

Community Needs Addressed and Target Audience

A large segment of the Cumberland County local community needs information on basic human and social resources and agencies providing those services in Cumberland County. With two large military installations in the county (Fort Bragg and Pope Air Force Base) there is high mobility in the community with the constant need to provide community directory information and referral services. This county also has a low personal income level in comparison to the state average for North Carolina and all other large metropolitan areas of the state. The poverty rate is high and is also a reason for the need for ready information on human resources and services. An increased demand for community based information and referral services has arisen as a direct consequence of welfare reform, necessitating even more reliance on alternative providers of community services and assistance. The CCPL&IC received a federal LSCA grant in 1980 to initiate a local community Information and Referral service called "ACCESS Information Line" and to create a local directory of community resources.

Service Objectives

To provide current and up-to-date information on all public and private human service agencies and service organizations in Cumberland County to meet the needs of the citizens of Cumberland County.

Description of Services and Activities

The Information and Referral Center

Resources Allocated to the Service

The service is provided by three full-time Librarians and two Library Associates II with assistance from the Community Relations Coordinator for printing of the directory, and management support.

The Information & Referral function is incorporated into the Headquarters Library Information Services Department and operates from the Information Services Desk or Telephone Reference Desk. About 100 square feet per staff member is assigned.

The staff maintain a variety of professional materials and resources in their work and service areas. They maintain memberships and information from state and national AIRS associations. They maintain extensive files on local service and general interest organizations.

Staff have access to telephone, fax, and e-mail communication equipment, including computers to create their files and the draft for The Answer Book. Library Computer Support Staff upload the information from The Answer Book into the Library's Online Public Access Catalog (OPAC) and on to the Library's WWW home page.

Community Collaborations

All public and private human service agencies are well aware of the services through repeated contact and participation of the Library's I&R staff in community groups, Chamber of Commerce, and distribution of The Answer Book annually. The ACCESS Information Line (483-7727) is publicized in the local media and frequently mentioned on local radio talk shows in the county. The local news media relies heavily on the I&R services of the library and frequently has staff appear on their programs to talk about what they do. All Fayetteville Police vehicles carry a copy of The Answer Book.

Funding and Support Resources

Funding for the Library's I&R services is part of the Library's regular budget that is approved by county government. Funds for five staff, normal office and department supplies, telephones, normal office equipment, computers, Internet access, training, transportation, postage and other costs are part of the normal budget.

Service Measures/Recent Outcomes

In 1997 there were 9,559 questions and referrals handled by topical categories. 2,000 Answer Books were published and distributed that contained 248 pages of community service agencies and resources at $3.50 a copy in 1998.


CONSUMER INFORMATION

Cleveland County Library system
Carol Wilson, Director - June 1998


Needs Addressed by This Service Response

A library that provides a Consumer Information service addresses the need for information to make informed consumer decisions and helps residents become more self-sufficient.

What the Library Does and Provides

The library provides expert assistance and specialized electronic and print resources to individuals who are interested in becoming more knowledgeable consumers and to individuals who need to make Important consumer decisions. The library offers resources that include critical reviews of products and services and wholesale price guides for durable goods. The library also offers access to information on maintaining and repairing consumer goods.

The library may provide programs on topics such as health, nutrition, child care, and consumer affairs. The library may offer practical pamphlets, booklets, and electronic access to resources produced by cooperative extension agencies, governmental entities, and consumer advocacy organizations. The library may also create its own consumer resources such as informational brochures, or it may locate and organize consumer-related information on a web page.

Description of Library and Service Population

The Cleveland County Library System is located in the southwestern Piedmont of North Carolina. The library system consists of a main library located in the county seat of Shelby, a branch library and a bookmobile. The service population is 91,000. Cleveland County has some diversified industry, but outside the Shelby and Kings Mountain city limits it is mostly rural. The Library System has 17 FTE staff of whom three are professional librarians.

Need Addressed by Service Response and Target Audience

Cleveland county has recently had some major plant closings with a consequent rise in the unemployment rate. More than ever, its citizens need to be cautious when buying big ticket items and need information that will help them make the best purchase possible. The target audience is the adult population of the county. The library also strive to provide children with books and other materials to help them learn wise spending practices such as recycling and saving money.

Service Objective

The objective of this service response is to maintain a collection, in all formats, to help the citizens of Cleveland County make wise buying decisions.

What the Library Does and Provides

The library provides serial publications such as Consumer Reports with yearly Buying Guides, Electronics Buying Guide , New and Used Car Buying Guides, NADA New and Used Car Guides, Consumer Digest and all buying guides, First Search (in-house subscription) featuring Consumer Index.

The library also provides electronic resources such as NC LIVE EbscoHost, ProQuest Direct, InfoTrac (in-house subscription), and SIRS.

The library provides Internet service, in addition, plus several CD-ROM resources that can trace businesses and their products, and many books on various topics of interest to consumers.

Resources Allocated to Service

Fifteen computers are available to the public with the above listed electronic services. The entire staff is trained to help patrons access all materials described above. Each library site is equipped with resources in-house and materials are faxed to and from each site as needed.

Community Collaborations

The library system has partnered with the hospital and the Mental Health Association to select and provide materials in the area of health care consumerism. The United Way also provides an I & R service through the library that contains contacts for consumer problems and referrals to free lawyer services.

Funding and Support Services

The library system has received several grants over the past ten years that have allowed it to strengthen our consumer information collection. The reference and adult book budget contains a small percent designated to this subject area. The provision of free Internet access from the State Library has also made many more resources available in this area.

Service Measures/Recent Outcomes

This service response can be evaluated through traditional methods, such as reference transactions, number of acquisitions and user satisfaction studies. We have had tremendous response to LSCA Wellness Center grant, which includes many resources on health care consumerism. Demand continues to remain high for all the other resources as well. This patron response has led us to the point where we are adding more resources and publications.


CULTURAL AWARENESS

Glenwood Branch Library of Greensboro Public Library System
Sandra Neerman, Director - July 1998


Needs Addressed by This Service Response

Two primary needs are addressed:
  1. Growing diversity of the neighborhood has created tension, confusion and cultural misconceptions;

  2. Immigrants and refugees need English language skills and information about American culture and human services.
The library staff, which reflects the racial and ethnic make-up of the community, has developed programs and services that promote multicultural understanding within the neighborhood and other activities that celebrate the ethnic diversity of the entire city.

What the Library Does and Provides

The library’s services fall into two broad categories
  1. A diverse array of programs and services for the immigrants and refugees of the Greensboro community

  2. Multicultural programming for children and families, sharing the immigrant story with all of the citizens of Greensboro

Service Objectives

  1. To promote cross-cultural understanding by providing a variety of cultural and educational programs for children and adults

  2. To provide immigrants and refugees with cultural and civic information and opportunities to interact with other Greensboro citizens

Description of Library and Service Population

The Glenwood Branch Library is located in the southwestern area of Greensboro, very near the Greensboro Coliseum. The 9,600 square foot building opened three years ago in one of Greensboro’s most diverse neighborhoods. The Glenwood Library is located in an historically white, working class neighborhood. In recent years a growing majority of the residents are African-American, Southeast Asian, African and Hispanic. About 45% of the service area is African-American; 10% are immigrants and refugees from several countries and the remaining 45% are white working class and middle class families. Almost half of the refugees who come to North Carolina settle in Guilford County. They come from Vietnam, Cambodia, Somalia, Bosnia and Cuba. Many of them live in Glenwood, one of Greensboro’s oldest neighborhoods, where housing is very affordable. The Glenwood Library staff includes 4 full-time, 4 part-time and 2 Americorps volunteers.

Programs that promote cross-cultural understanding

Community Collaborations

One other important feature of the Glenwood Library is its commitment to collaboration with other nonprofits in the city. Some of the organizations which we collaborate are: Lutheran Family Services, Alianza Hispanica, Black Child Development, Ghanian Piedmont Association, Greensboro Buddhist Center, Guilford Native American Association, Greensboro Jewish Federation, Montagnard Dega Association, Piedmont Interfaith Council, Piedmont Triad Council for International Visitors, Temple Emanuel, United Caribbean Association and various health and human service agencies.

Funding and Support Services

We have received several grants. The Lila Wallace Reader’s Digest Fund granted $181,000 for adult literacy work in the Greensboro Public Library, much of which was used to support the English as a Second Language programs at the Glenwood Library. Grants to support the multicultural programming has come from the CEMALA Foundation ($5000), the Tannenbaum Foundation ($6,000), Duke Power ($3000).

Service Measures and Outcomes

Outcomes for our programs have been excellent. Over 150 people participate in our English as a Second Language programs. About 50 children participate each week in multicultural programs. Circulation and reference transactions in these areas are also high. Evaluation measures for these cultural programs include the following:


CURRENT TOPICS AND TITLES

Transylvania County Library, Brevard
Anna L. Yount, Director - July 1998


Needs Addressed by This Service Response

A library that provides Current Topics & Titles helps to fulfill community residents' appetite for information about popular cultural and social trends and their desire for satisfying recreational experiences. Current Topics & Titles answers our community's need for speedy access to recent popular materials.

Brief Description of Library & Service Population

Transylvania County, "Land of Waterfalls", is a small, rural, mountain county located in southwestern North Carolina. The county is gaining fame as a retirement haven and our population is growing proportionately. Presently, nearly 20% of our population of 27,558 is age 65 and over. We have 13,537 registered borrowers, or roughly 48% of the population. The Transylvania County Library serves the county with one library, in Brevard, and a bookmobile. Our full time staff of twelve includes four librarian positions.

Community Needs Addressed

Our target audience is the general population and our emphasis is on print materials for adults, young adults and children.

Description of Services & Activities

Our approach is simply to identify and receive potentially hot titles as quickly as possible, get them into circulation, publicize availability, and minimize wait time. To accomplish this,

Resources Allocated to Service

Current Topics & Titles involves our entire public service staff. Each circulation staff member is required to add five titles per week to the "Staff Picks" display. Each staff member has developed a genre fiction reading list in an area of her choosing. Staff members are expected to be familiar with the library's new books list, with the best seller list and with reserve lists. And, every staff member takes a turn on the radio. All staff members are also expected to perform reader's advisory service.

Despite a desperately overcrowded building, we have done our best as far as new book displays. In addition to a large new book display located near both the entrance and the public service desks, we use several small bookcases for special displays such as "Staff Picks". In the Young Adult area, displaying new fiction along with the current issues of magazines has been very effective. In addition, a face-out books display and highly visible paperback spinners have helped us make the most of limited space. New children's books are on display at the entrance to the children's wing, as well as one the tops of the (child-size) shelves. Seasonal displays of children's books and of parent/teacher materials are extremely popular.

We use NoveList regularly both for collection development and reader's advisory. This tool is also available at all of our public Internet terminals. In addition, we invest heavily in print reader's advisory tools for our reference collection.

Funding & Support Resources

We spend approximately 9% of our book budget on our lease plan and are considering increasing this amount. In addition, we have identified 82 authors (adult, children's and young adult) from our vendor's "Automatically Yours" program whose books our patrons will "automatically" ask for. Titles from these authors are shipped immediately on publication. In addition, our Friends of the Library regularly purchase multiple copies of titles used in our Young Adult BookClub and adult book discussion groups.

Service Measures/Recent Outcomes

Traditional methods of measuring service are used, including circulation of new books, length of reserve lists, and the number of booklists created. We have recently noticed an increase in the number of people who ask for reader's advisory and in those who patronize the "Staff Picks" display.


FORMAL LEARNING SUPPORT

Forsyth County Public Library
Bill Roberts, Director - July 1998


Needs Addressed by this Service Response

The Library recognizes that by assisting students of all ages -- those involved in formal learning as described below -- in achieving their educational goals, invaluable human needs of the community are met.
  1. The community has made a commitment to preschool learning in recent years, as exhibited by Smart Start. There exists a network of day care centers, preschools, individuals and parents who consider structured preschool activities the foundation for s uccessful formal schooling, although use of the term "preschool" may sound confusing. The Librarys Childrens Outreach Department has been pursuing similar goals for over twenty five years.

  2. There are many parents in the community who opt for home schooling over educational institutions, and who are in need of support.

  3. Our educational institutions, kindergarten through college, normally provide curriculum support by way of their own libraries and media centers. The Public Library is committed to providing materials for the reading and reference needs of its enroll ees, to supplementing resources available in their libraries, and to providing library instruction and orientation both inside and outside the Public Library. Students needing homework support and help are traditionally a large population served by librar ies.

  4. In accordance with the growing national emphasis on community college education, the Public Library has broadened its services to Forsyth Technical Community College, with the intent of contributing to greater accessibility and success in the commun ity.

Brief Description of Library Service Population

The Forsyth County Public Library serves 285,000 citizens who live in Winston-Salem, N. C. and five other incorporated towns in Forsyth County. Through the Region I & Region G Council of Governments, free borrowing privileges have been extended to fifteen counties containing approximately 700,000 people. The Forsyth County Public Library includes ten full service neighborhood branches, the Main Library, four latchkey centers and outreach programs that touch the lives of children and adults. The pub lic is served by a staff of 112.5 FTE, including forty-seven librarians. The Library materials collection consists of 500,000 volumes.

Target Audience

The Library' target audience is the population of students, as defined by those enrolled in formal schooling, including home schooling.

Service Objectives

To provide the materials and services to meet the needs of such students as they are engaged in formal learning activities, and to provide them in the most helpful and workable format.

Description of Services and Activies

The Forsyth County Public Library, in its formal learning support role, is involved in numerous in-house and outreach education efforts.
  1. The Library offers numerous library programs for preschool classes and preschoolers at large. The Childrens Outreach staff brings the library to children in special circumstances with after-school mini-libraries at the Salvation Army Boys Club and s everal of the City recreation centers. As a lead Forsyth County vehicle for the North Carolina Smart Start program, the Library offers intensive story-sharing training to daycare teachers and provides bookmobile delivery of materials to daycare centers th roughout Forsyth County.

  2. Growing numbers of homeschooling families push the Forsyth County Public Library to broaden its support of academic curricula. This is a good example of a citizen initiative where the Library feels it is imperative to respond as a strong local resou rce.

  3. After school hours Forsyth County Public Libraries serve as de facto schools for students busy with homework and school projects. The Librarys ordering of books and electronic media is heavily influenced by student needs. The Forsyth County Public L ibrary offers tours and programs on library use, on a prearranged basis, for classes from public, private, and charter schools. The Library is responding to escalating group use of library services by charter schools with efforts to bolster resources. The Library accommodates requests for customized services to the extent it can; for instance, the Reference Department reserves several Internet computers at a time for private-school class visits. In response to teacher requests, the librarians, especially the childrens services staff, bring programs on books and library use to classes in the schools. In a special public library/public schools arrangement, "Homework Hotline," the Forsyth County Public Library provides space and phone lines four evenings a w eek during the school year for students to seek over-the-phone homework assistance from public-school teachers, who are compensated by the Schools for these extra hours.

  4. Collaboration with Forsyth Technical Community College, includes the Library on Carver School Road Campus and the collaboration to deliver services such as computer training, GED classes and small business assistance at the Main Library.

Resources Allocated to Services

  • Smart Start/Childrens Outreach Staff A staff of eight librarians and seven Library Assistant IIIs carry out the duties and responsibilities of the Smart Start and Childrens Outreach Departments. Part of the 20,000 volume collection is located in fou r latchkey centers; the remainder of the collection is transported to 100 daycare centers throughout Forsyth County on the Smart Start bookmobile. Computers, A/V materials and CD ROM products are available in the latchkey centers and on the bookmobile.

  • Home Schooling All public service staff, including forty-four librarians at all locations, provide assistance to home schoolers because of the broad range of ages served. The entire collection, as well as Internet access, is available. The library k eeps home schoolers in mind when selecting materials.

  • Traditional Educational Institutions The entire collection of materials, approximately 500,000 volumes, 75,000 non-print items and Internet access at 16 public Internet terminals is available for use by students involved in formal learning, as is th e entire staff of approximately 100 people. Homework Hotline: Forsyth County Public Library works with the Winston-Salem/Forsyth County school system in providing this service to the public. The library provides 1,000 square feet of space at the main libr ary, basic equipment and four telephone lines.

  • Forsyth Technical Community College As of August, 1998, Forsyth County Public Librarys newest facility, the Carver School Road Branch, will serve as the library for Forsyth Technical Community College as well as a branch library for the public. A st aff of five, including three librarians, will provide assistance to the Forsyth Technical Community Colleges student population. A collection of 35,000 volumes, Internet access, A/V materials and public access computers will be housed in this 10,000 squar e foot facility. The librarys entire collection will also be available to the Forsyth Technical Community College student population through interlibrary loans.

  • Community Collaborations

    Funding & Support Resources

    Funding for these services comes from several sources: the County, grants from the State of North Carolina and the federal government. County funding pays for staffing, operating supplies and the maintenance of facilities. State funds have provided for collection development, the NC LIVE database and the acquisition of computers and software products. Eighty percent of the Smart Start Program is funded by the State. Federal funds provide assistance in collection development and programming.

    Service Measures

    1. Specifically defined service measures exist for Smart Start and are part of the overall Smart Start evaluation of all of its agencies.

    2. Attempts are made to track services to home schoolers, including tracking them by location. The Childrens Services Committee addresses these needs on a regular basis.

    3. Circulation of materials to students is a traditional method of measurement.

    4. Success in outreach to students is also evaluated using such traditional measures as school visits, tours, and requests for specialized service. Service measures for Homework Hotline, co-sponsored by the Public Library and the Winston-Salem/Forsyth Cou nty School System, are kept by the school system.

    5. Service to community college students will be measured by traditional methods at the Carver School Road Branch serving the community college satellite campus. Forsyth Technical Community College itself keeps use statistics for their services located in the Main Library. They meet with library staff periodically to make changes in services to meet changing needs.


    GENERAL INFORMATION

    Public Library of Charlotte and Mecklenberg County
    Robert Cannon, Director - July 1998


    Needs Addressed by this Service Response

    A library that offers General Information helps meet the need for information and answers to questions on a broad array of topics related to work, school, and personal life.

    What the Library Does and Provides

    The library will offer print, non-print, and electronic reference resources that cover a broad variety of topics. The library will provide staff skillful in determining users’ needs and in locating relevant information that satisfies those needs. Internet access will be provided for staff and public use. Alternative off-site means of accessing information resources such as dial-in service and computer kiosks in public places may be provided. The library will provide telephone information service and should consider accepting and answering questions via fax and e-mail. The library may locate, organize, and provide access to general information resources on a web page.

    Brief Description of the Library and Service Population

    The Public Library of Charlotte and Mecklenburg County serves 612,000 citizens in the county from the Main Library, 21 branches, and adult and children's outreach departments. A core of standard services is offered in every location (including, for example, collections focused on the community served, basic reference service, readers' advisory service, and children's programming ). Additional specialized services are offered at larger regional libraries, the Law and Government Library, and the Main Library. The Library serves a diverse population with varied informational needs.

    Community Needs Addressed by Best Practices

    At each location, staff provides GENERAL INFORMATION. This core service is provided to all ages to help meet their needs for information and supply answers to questions on a broad array of topics related to work, school and personal life. General Information is a long offered and well used service. The Library is working hard to ensure the service remains relevant and effective as more and more general information is directly available to citizens through new formats and electronic access.

    Target Audience

    All the residents of Mecklenburg County may use this service. Our audience may reach this service by coming in person to a convenient library location, or by telephone, fax, or electronic mail.

    Service Objectives

    It is our goal to meet the informational needs of all residents, efficiently, promptly, accurately, and in a customer friendly way with the result that the public sees The Library as the principal provider of information in the community. Two key factors in meeting this goal and providing quality service are good collections and a well trained staff.

    Description of Services & Activities

    The Library staff (both professional and paraprofessional) receives regular training to insure they are skillful in determining a user's needs and in locating relevant information that satisfies those needs. An Orientation and Training Team works with the Library's System Resources Trainer so staff have training opportunities to develop skills, behaviors, and learn about print and electronic resources. PLCMC offers print, non-print, and electronic resources - both circulating and reference - that covers a broad variety of topics. Internet access is provided for both the staff and public at all locations. There is a published phone number for general information that is staffed 71 hours per week. This Telephone Reference Service is housed behind the scenes at the Main Library.

    The Library offers access to its catalog and some databases 24 hours a day for remote users. A patron may dial into the Library's computer catalog from a home computer, search for items, check their lending record, and place a hold on an item. The Library's provides both a general WWW home page <http://www.plcmc.lib.nc.us> as well as one focused on the business community <http://www.bizlink.org>. A local information and history page will be available in the summer of 1998. The general home page provides access to the Library's electronic catalog, a full text periodical database, information about the Library and its services and locations and carefully reviewed and selected links to web sties grouped by topics frequently requested by patrons. A patron may submit a question to library staff by e-mail.

    Fax machines in every location allow staff to fax short simple answers to a patron's home or office.

    Staff offer instructional classes to the public introducing PC's, the Internet and specific electronic resources.

    Resources Allocated to Service

    Staffing: Each location has staff trained to understand a user's question, retrieve and provide accurate General Information. There are currently about 300 staff providing direct public services across the county, ranging from 2 staff at the smallest location to over 70 at Main Staff. Cross training efforts among departments and locations continues with assistance from Support Resources.

    Funding: The funding for General Information service comes primarily from Mecklenburg County. A portion of Library revenue form fines and fees, photocopier receipts, etc. is directed to the Materials or Electronic Resources budgets to ensure access to current information. Gifts and grants are sought and often utilized to enhance collections and staff training opportunities.

    Service Measures and Recent Outcomes

    The Library uses traditional measures, such as collecting the number of reference and directional queries answered . Statistics are now kept on in house computer use as well remote users of the home pages and database remote use. The Library conducts an annual patron satisfaction survey. This year the Library is concentrating on assessing and improving its Information Services. As part of that work, an unobtrusive survey was done of the quality of information provided by staff.


    GOVERNMENT INFORMATION

    Wake County Public Library System
    Thomas Moore, Director - July 1998


    Needs Addressed by this Service Response

    Awaiting input from Mr. Moore.


    INFORMATION LITERACY

    Rowan County Public Library
    Philip Barton, Director - July 1998


    Needs Addressed by this Service Response

    A library that provides Information Literacy service helps address the need for skills related to finding, evaluating, and using information effectively.

    What the Library Does and Provides

    The library will provide training and instruction in skills related to locating, evaluating, and using information resources of all types. Teaching the public to find and evaluate information will be stressed over simply providing answers to questions. The library will provide access to information in a variety of formats and will offer public Internet training and access. Library staff will be knowledgeable about how peo9ple seek information and learn. Staff may offer group classes, individual tutoring, or spontaneous one-on-one training in topics such as media literacy or finding resources on the Internet. The library may provide a computer laboratory or classroom.

    Brief Description of Library and Service Population

    Rowan Public Library is located in historic Salisbury, NC and serves a population of nearly 121,000 through a Headquarters Library in Salisbury and two branches, in Landis and Rockwell, NC. A staff of 45 FTE, including 12 librarians serves the public library.

    Community Needs Addressed by Information Literacy Service Response

    By providing Information Literacy Service, Rowan Public Library helps its users develop skills related to finding, evaluating, and using information effectively in a variety of formats so that they may continue to explore and satisfy their information needs throughout their lives.

    Target Audiences

    General population including children, young adults, and adults.

    Service Objectives

    To provide access to information in a variety of formats and provide both one on one and group instruction in finding, evaluating, and using these information resources--in print and electronic format as well as the Internet.

    Description of Services and Activities

    Resources Allocated to Service

    Staffing: Currently staff members in various divisions and locations provide information literacy related services. All librarians at the library spend time on a public information service desk each week. 3 full-time Information services librarians spend 20 hours per week, one part time librarian spends 16 hours per week, and various supervisors and managers each spend 4 to 8 hours per week on an information desk. Additionally, paraprofessional staffs provide information services at branch locations and our headquarters Internet Information Station. This staff has training in using computers, electronic resources, and the Internet in finding and evaluating information.

    Facilities: Facilities consist of a library headquarters with 47,000 square feet, one branch with 7,000, and one branch with 4,000 square feet.

    Collections/Information Resources: The collection consists of 186,191 print volumes, 504 serial subscriptions, and 247 materials in electronic format, including CD-ROM research, educational, and productivity resources, as well as access to the Internet.

    Equipment and Technology: Microcomputer workstations for the public are provided in each information service area, including the Local History and Genealogy Collection, Children’s Services, Information Services, and at each branch location. Photocopiers are available at all locations, as well as Microfilm readers/printers are provided at headquarters location.

    Community Collaborations

    Rowan Public Library coordinates information literacy related services with various local organizations. We have developed links with the local schools to coordinate student orientation and projects, as well as Quiz Bowl and the Battle of the Books. We have working relationships with groups such as the Chamber of Commerce, Information and Referral, Literacy Council, Home School Association, and SCORE–(the Service Corps of Retired Executives) to coordinate information services, and have also worked with other local groups, including the Optimists, Kiwanis, Master Gardeners, Senior Center, and Rotary to demonstrate Internet resources related to their special interests.

    Funding and Support Resources

    The funding for Information Literacy Services comes primarily from our county government. Additionally, we receive state and federal funding as well as special funding from private foundations, gifts, and from State Library and LSCA grants.

    Service Measures/Recent Outcomes

    Methods used to measure service include transaction counts, interlibrary loan requests filled, program attendance and evaluations, number of acquisitions, web counters, recorded use of resources, and door counts. With the recent classes on Internet Basics and Email, we have tripled the number of classes offered to meet continued high demand. Similarly, we have experienced a more than 200% increase in Internet use over the last year. We have experienced an increase in the number and complexity of reference transactions over the past two years, noting that we frequently combine answers, bibliographic instruction and technology expertise in the course of regular work.


    LIFELONG LEARNING

    Henderson County Public Library
    William Snyder, Director - July 1998


    Needs Addressed by this Service Response

    The Henderson County Library helps address the desire of the adult population for self-directed personal growth and development and the needs for pre-school children to prepare for formal education.

    What the Library Does and Provides

    The Library allocates a significant percentage of its budget to provide written, non-print, and electronic resources to meet the needs of these groups. The primary adult service population served consists of retirees who have moved to this part of the state. They are well educated and relatively affluent. Their need is for information on a wide variety of topics. Everything from how-to materials, to travel information, to medical information. The children's population served is similar to that in other counties. The staff has a broad subject background to facilitate helping others in the use of materials. The library also offers a wide variety of informational programs of interest to adults and many pre-school programs.

    Brief Description of Library and Service Population

    The Henderson County Library has sserved residents of the county since 1914. The main library is located in Hendersonville with four branches in other parts of the county. The total population served is 80,000. The Library staff totals 32.5 positions with 9 librarians. The population is ten years older than the state average population due to the high numbers of retirees who move to this area.

    Community Need Addressed by Lifelong Learning Service Response

    Because of the number of retirees with the means and interest to have an active retirement, this population makes heavy use of its library for a variety of informational needs. The Henderson County Library has the highest per capita door count for any county library in North America. In addition to the children of the native population, the retiree population has attracted a number of younger professional workers to service its needs. Their children also use the library in significant numbers.

    Service Objective

    The Library seeks to provide th means of continuing education for adults and pre-school children.

    Description of Services and Activities

    Resources Allocated to Service

    The reference department composed of six staff members is primarily responsible for this service response in the adult population. The children's library staff of three is responsible for service to pre-school and early school age children. Large collections of adult non-fiction, easy books, and audiovisual materials are available as are a number of personal computers for public use.

    Community Collaborations

    The Library relies on a number of organizations and individuals to support its programming. The Friends of the Library provides ten public programs each year and several thousands of dollars to support the Summer Reading Program. The Community Foundation provides annual grants to give special support to collection areas from library funds managed by the Foundation. In addition, a number of commmunity organizations with fewer formal ties provide informational programs on an as needed basis.

    Funding and Support Resources

    Funding for the Library is primarily a county responsibility. The annual library budget amounts to approximately 3 cents on the tax levy. Other funds include State Aid, Community Foundation, and Friends of the LIbrary. Funding for Lifelong Learning is a normal part of the library budget and is supplemented by these other organizations.

    Service Measures/Recent Outcomes

    Conventional service measures include door counts, reference transactions, program attendance, and materials circulation. It is the goal of the library to achieve and maintain a ranking in the top ten in per capita rankings for each service area among North Carolina county libraries.


    LOCAL HISTORY AND GENEALOGY

    New Hanover County Public Library
    David Paynter, Director - July 1998


    Needs Addressed by this Service Response

    A library that offers Local History and Genealogy service addresses people's desire to know and better understand their personal or community heritage.

    What the library Does and Provides:

    The library will provide a significant collection of materials and other resources that chronicle the history of the community or \region in which the library is located. Family histories and genealogical research tools are provided. The library will provide the equipment required to read, print, and copy all formats in which information is supplied. The library will be actively involved in borrowing and lending historical and genealogical resources witty other local regional and national libraries and historical societies. The library may maintain special collections of historical interest including photos and archival materials. The library may digitize these collections and provide computer access to them. Staff knowledgeable in genealogical and historical research methods and in archival and records management will be available to assist library users with their research. Electronic resources including Internet access may be provided.

    Brief Description of Library & Service Population:

    The New Hanover County P8ublic Library is located in downtown Wilmington, NC and serves a population of nearly 150,000 through a Main Library, three branches, and a law library. A staff of 45 including 13 librarians serves the public. The library serves a diverse population including a high percentage of retirees attracted to the mild climate and cultural opportunities.

    Community Need Addressed by Best Practice:

    Because of the rich history of the Cape Fear area, an emphasis by the NHCPL on local history and genealogy was logical. Retirees from the area and those from other parts of the country are principle users of the local history room. However, significant use of the collection is made by all segments of the community.

    Service Objective:

    To maintain an archival and historical record of New Hanover County and its people.

    Description of Services & Activities:

    Resources Allocated to Service

    Currently two staff members (a librarian II and a library associate) are assigned to the room. In addition, professional staff helps on weekends and on evenings. The collection is housed in a 2,000 square foot room with seating for approximately 20. The collection consists of over 9,000 volumes. Complete runs of the local newspapers are available on microfilm. Librarian has an office and volunteers use a workroom. Programs are held in the library's large meeting room seating 100. Microfilm readers and reader/printers are located in the LHER. Likewise computers for CD ROM products and Internet access are available. A photocopier is provided for public use.

    Community Collaborations

    Because of the extensive use of these collections, it has been essential that the library develop significant working relationships with community organizations. Volunteers from the Friends of the Library and the Old New Hanover Genealogical Association is used on a daily basis to provide clerical support and to assist users of the collection. Strong links have been developed with other related cultural organizations such as the Cape Fear Museum and Wilmington Histo4rica Foundation in order to share information and resources. Such collaboration has resulted in some significant donations of material to the LHR.

    Funding & Support Resources

    The funding for LHRE comes from several sources - county, internally generated, gifts, and grants. County funding pays for the staffing and basic operation of the room. The other three sources are used to provide funds for unusual acquisitions for special projects. Gifts and revenue from publishing efforts generally provide as much support as the $5,000 appropriated locally. Grant funds have allowed for some special projects such as printing a local history book and digitizing a portion of the image collection.

    Service Measures/Recent Outcomes

    Traditional methods of measuring service use apply to the LHR (e.g., reference transactions, interlibrary loan requests filled, program attendance, number of acquisitions and publications, user satisfaction studies, and door count).

    Recently, we have seen greater use by the African American community of the collection as they explore their family history and their community history. Other trends include an increased emphasis by the school system on state and local history resulting in greater use by that segment of the population. Some significant accomplishments this year were: the publication of a history on the African American community in Wilmington; the purchase of a civil war campaign map; the digitizing of the Fales slide collection; a series of programs on the cultural geography of the Cape Fear, and the compilations of a photograph album for the year 1997 in New Hanover County.