Policy Statement Customer service is a top priority of the library. All library customers will be treated promptly and respectfully without regard to age, gender, sexual orientation, race, ethnicity, disability, language proficiency, social or economic status. Regulations 1. Staff members are responsible for providing the best customer service possible and are empowered to make decisions that will ensure the best experience for each customer while balancing the needs of the individual with the overall needs of library customers throughout the library district. 2. When answering the phone, a library employee will identify him or her self and the department in which (s)he works. All staff will wear name tags so that customers can recognize them as library employees. 3. Staff will assist customers on a first come, first served basis to the extent possible without infringing on the service needs of other customers. 4. Staff members will enable successful library use by assisting customers with the library’s resources and equipment. 5. In cases where the library’s resources are not sufficient to meet customer demand, staff will offer interlibrary loan service or refer customers to other libraries with more appropriate collections. Whenever possible staff will contact the agency to which a customer is being referred to insure that the information, material or equipment needed is available. 6. A customer with complaints about the service received or about library policy shall be referred to the senior staff on duty at the time or to the library director. The business cards of senior staff and the library director are available at all service desks. Approved: January 14, 2008 Rochester Hills Public Library Board of Trustees Christine Lind Hage Director, Rochester Hills Public Library 500 Olde Towne Road Rochester, MI 48307-2043 248/650-7122 Raising a reader is: Talking * Singing * Reading * Writing * Playing On Mon, Jun 13, 2016 at 9:52 AM, Sheryl Mase <smase@mmll.org> wrote:

Here are some sources, Nanette and others:

http://www.libsuccess.org/Rules_of_Conduct/Patron_Behavior

http://www.southfieldlibrary.org/about-us/general-information/rules-of-condu... https://www.ypsilibrary.org/using-library/policies/patron-behavior http://www.aadl.org/aboutus/patrons

*~Sheryl* ~~~~~~~~~~~~~~~~~~~~~~~~ Sheryl L. Mase, Director Mid-Michigan Library League 201 N. Mitchell, Suite 302, Cadillac MI 49601 231-775-3037 ~ smase@mmll.org http://mmll.org ~ visit us on facebook <https://www.facebook.com/4mmll>

-------- Original Message -------- Subject: [Michlib-l] Patron behavior/conduct policies From: Nannette Miller <erlib.director@gmail.com> Date: Sun, June 12, 2016 8:41 pm To: michlib-l@mcls.org

Looking for patron conduct policies. If you would share, or send a link if it's on your website, I would appreciate it very much.

Thank you!

Nannette

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Nannette Miller | Director Elk Rapids District Library 231.264.9979 | erlib.director@gmail.com | elkrapidslibrary.org ------------------------------ _______________________________________________ Michlib-l mailing list Michlib-l@mcls.org http://mail2.mcls.org/mailman/listinfo/michlib-l

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