Charleston 2012: Wasted Words? Current Trends in CD Policies

Dad's Desk II by Chris Jagers
“Dad’s Desk II” by Chris Jagers

Speakers: Matt Torrence, Audrey Powers, & Megan Sheffield, University of South Florida

Are collection development policies viable today? In order answer this, they sent out a survey to ARL libraries to see if they are using them or if they’re experimenting with something else. They were also interested to know when and how data is being used in the process.

The survey results will be published in the proceedings. I will note anything here that seems particularly interesting, but it looks like all they are doing now is reading that to us.

Are collection development policies being used? Yes, sort of. Although most libraries in the survey do have them, they tend to be used for accreditation and communication, and often they are not consistently available either publicly or internally.

What are the motivations for using collection development policies? Tends to be more for external/marketing than for internal workflows.

They think that a collection ¬†development “philosophy” may be a more holistic response to the changing nature of collection development.

Speakers: two people from the University of Arkansas at Little Rock, but they had four names on the PPT, and I didn’t catch who was who

They recently decided to revise their collection development policy/guidelines based on a recommendation from a strategic planning ARL Collection Analysis Project. They also had quite a few new librarians who needed to work with faculty selectors.

They did a literature review and gathered information on practices from peer institutions. They actually talked to the Office of Institutional Research about data on academic degree programs. And, like students, they looked online to see if they could borrow from existing documents.

One thing they took away from the review of what other libraries have out there was that they needed to have the document live on the web, and not just on paper in a binder in someone’s office.

Policies/guidelines should be continuously updating, flexible, acknowledge consortia memberships, acknowledge new formats, and strike a balance between being overly detailed and too general.

They see that the project has had some benefits, not only to themselves but also to provide a guide for current and future users of the policies. It is also a valuable tool for transmitting institutional memory.

customer service

My car was broken into last week. After I got over the initial shock and disbelief, I focused on getting the window repaired and dealing with the cleanup. The thief stole my GPS (which I’d had for about three months) and the Sony eReader Touch that was sent to me to review over the next few months (which I’d had for about a week). Replacement costs for the stolen items is around $450. The window cost a bit more than the $250 deductible from my insurance. I’m still waiting on what the insurance company will do about the property loss.

When I let Sony’s PR folks know I wouldn’t be able to write the reviews, their immediate response was sympathy for my situation and an inquiry into whether they could send me a replacement. Several days later, I have received notification that I will indeed be getting a replacement from them. The cost of the reader is nominal for Sony compared to the publicity they’re likely to get by me writing about it, so it’s probably no skin off their nose to send another one, but it sure means a lot to me that they did.

This got me to thinking about libraryland and our customer service practices. Most libraries aren’t multinational companies with huge revenues, but the way we handle situations like this with our users can have an impact on our relationships with them. What would you do if one of your users came to you with a story of their car getting broken into and the library books they checked out were stolen? Would you believe them? Would your policies allow you to waive any fines or replacement costs for the lost books?