Revision of 1988 Standards

Public presence speaks to the library’s relationship with the community it serves. An effective public presence ensures that the community is aware of the library and values its contributions.

1. The library contributes to community well-being through participation in community planning efforts.
2. The library collaborates with other community agencies and institutions in implementation of plans.
3. The library’s Board demonstrates awareness of the services offered by the library and is actively involved in promoting the library.
4. The library director plays a leadership role in community planning efforts and communicates regularly to important constituencies in the community.
5. All library staff members exhibit a positive and helpful attitude.
6. A library advocacy group is established to promote the library, to raise funds, and to provide volunteers.
7. The librarian, in collaboration with members of the Board, the staff, and the community develops and implements a systematic plan to market the library. The plan builds on the community analysis and

   • Identifies target audiences and devises a strategy for increasing their awareness of appropriate services.

   • Establishes measurable objectives and designs specific activities to accomplish them.

   • Incorporates use of an appropriate mix of media and technology in the objectives.

   • Develops a training/orientation program on customer service for staff and volunteers.

   • Sets money aside in the annual budget to accomplish the objectives and the customer service training program.

   • Gathers citizen input on the use and effectiveness of services provided and uses quantitative measures to monitor progress toward the achievement of objectives.

   • On a regular basis, evaluates the choice of target audiences, the strategies to reach them, and the particular objectives. Revises the plan.

8. The library’s facility is easily located and clearly identifiable as a library.

9. The library has a complaint procedure in place and responds to complaints in timely fashion.

10. The library reviews its policies and procedures regularly to identify potential barriers to good customer service.