Rolling Hills Library Policy Manual

SECTION 1 - Organizational Policies
SECTION 2 - Management Policies 
SECTION 3 - Personnel Policies
SECTION 4 - Library Services
SECTION 5 - Technical Services & Collection Policies
SCHEDULE OF FEES

SECTION 4-Library Services

4.1 Library Accounts
4.2 Loan Periods & Limits
4.3 Reserves & Holds
4.4 Disputed Items
4.5 Lost & Damaged Materials
4.6 Overdue Materials
4.7 Further Collection of Amounts Owed to the Library
4.8 Interlibrary Loan (ILL) Materials & Services
4.9 Lending of Library Equipment
4.10 Reference & Information Services
4.11 Test Proctoring
4.12 Meeting Room Use
4.13 Photocopying & Printing
4.14 Copyright
4.15 Library Programming
4.16 Special Events & Visiting Exhibits
4.17 Tours & Library Group Visits
4.18 Public Computing
4.19 Patron Computing Use Agreement
4.20 Hardware and Software for the Public
4.21 Online Database & Internet Resources
4.22 Patron Feedback & Complaints

4.1  Library Accounts
Library accounts are created when an individual requests a library card.  All individuals issued a Rolling Hills Consolidated Library (RHCL) card agree to abide by all library rules and regulations.  Any individual with identification who resides in the library district boundaries is eligible for a library card issued without charge.  The library may elect to charge a fee to anyone who does not live or own property within the library district boundaries or may enter into reciprocal agreements with other libraries or library systems to provide services without charge.  

An application must be completed for every person who wishes to borrow materials or regularly use library resources.  Photo identification is required for members age eighteen (18) and older before a library card can be issued.  Parents or guardians must provide identification on behalf of their minor children (17 and under) and sign the application indicating their acceptance of financial and content responsibility for children’s accounts.  Library staff may waive identification requirements if a hardship is observed.

All parents/guardians will be asked if their minor child(ren) should have a full access card or a restricted card.  Full access cards allow checkout of all materials and access to all online resources including e-books.  Restricted access cards are set to no online access and will only allow checkout if a parent or guardian is present and verbally acknowledges that the items being checked out are permissible and the transaction will proceed.  For bookmobile visits to area school districts, school personnel must be authorized by parents/guardians to give this permission for restricted cards.  Regardless of what type of library account is selected, the responsibility for monitoring what is checked out or accessed by children rests with their parent/guardian or designated caregiver.

Grandparents or other relatives or guardians may sign for a child’s card if they are willing to fully accept both financial and content responsibility for the account the same as a parent or guardian.  The library may offer limited cards/accounts for access to online or digital materials.  These limited accounts are only for persons age 18 or older, may be applied for online or in person, and will not require presentation of a photo ID.

If a member’s library card is lost or stolen, that member is responsible for all materials checked out with the card until the date the library is notified of the loss.  RHCL may charge a fee for the replacement of a lost or stolen library card.

Library users agree to the following rules when they request an account:

• I will follow all library rules and policies, including all behavior, computer access, and equipment policies.
• I will keep all contact information up to date, including mailing address, e-mail address, and phone numbers.
• I assume financial responsibility for all materials checked out on this account and will not share this account with others.
• By providing an e-mail address I understand that I will receive messages about the library and can opt-out at any time.  
• A minimal fee will be charged for replacing a library card.  I will report a lost or stolen card right away.
• I will make sure all borrowed materials are returned on time and pay for all lost or damaged materials charged to this account. 

Approved by RHCL Board of Trustees on July 28, 2020.  Revised June 27, 2023. Back to Top

4.2  Loan Periods & Limits
RHCL will set circulation periods based on popularity of the materials and with the input of library management staff.  Most loan periods are generally set between 7 and 28 days.

Popular items and audiovisual media may be limited as necessary to ensure fair access for all members to these materials.  The number allowed and/or checkout period for items may be limited as demand and other factors require.   

Limits may also be placed on the total number of items any one person is allowed to check out on their library card at one time.  If a family or other group is observed to be abusing these limits by spreading out the number of items checked out on multiple cards, their individual library access may be limited in order to keep the whole family within reasonable borrowing limits.

Most items may be renewed twice for one additional loan period each time, for a total of three loan periods.  No item may be renewed if it is on reserve for another member or is part of a popular materials or high-demand collection.

Some items may be designated as non-circulating, meaning they are not allowed to leave the building due to fragile, unique, or valuable nature of the materials.  Rules for use of these items inside the library will be determined by management.

Approved by RHCL Board of Trustees on July 28, 2020. Back to Top

4.3  Reserves & Holds
Items may be placed on reserve (also called a “hold”) in order to be held for a limited period of time for a member to come in and checkout at a later date.  Members can place a reserve remotely or may do so in person. The library also offers a program to be pre-reserved for bestselling authors.  Members can sign up from a provided list of popular writers and will get placed on reserve randomly but ahead of others who sign up after the title is released.

There may be limits on the number of reserves allowed, total or by format.  Members will be notified of items on reserve and will have a limited period of time to pick up these items.  Items not picked up (NPU) will be tracked for a rolling 12-month period, and members who miss picking up a large number of reserves may have their reserve privileges limited or withdrawn.

Approved by RHCL Board of Trustees on July 28, 2020. Back to Top

4.4  Disputed Items
For those items which a member disputes our records, including never checked out or already returned, the staff will follow a process.  A staff person will make a note on the record of "DI" and the item barcode.  Library staff will search for item(s) multiple times.  The item(s) will continue to be associated with the member and notices sent according to the regular schedule.  

• If found by library staff in the library:  Item will be checked in.
• If found by member and returned to library:  Item will be checked in.
• If not found: staff will place a problem on the record.  It may be forgiven, or an invoice may be sent for payment.  Members are allowed a limited amount of Disputed Items on their accounts before privileges may be suspended.

Approved by RHCL Board of Trustees on July 28, 2020. Back to Top

4.5  Lost & Damaged Materials
Patrons are responsible for the cost of replacement plus a processing fee for any lost materials. When items are missing from a set, the cost for replacing the complete set may be assessed if the library is unable to replace the particular lost item individually. The cost of replacement is determined by the list price of the specific lost item or a predetermined price set for that type of item in the RHCL Schedule of Fees.

Patrons are responsible for the cost of repair for any material returned with damage not resulting from normal use. When items are damaged and are part of a set, the cost for replacing the complete set may be assessed if the library is unable to replace the particular damaged item individually. The cost is determined by the list price of the specific lost item or a predetermined price set for that type of item set by the RHCL Schedule of Fees. After payment is made, the patron may keep the damaged item if it did not have to be discarded due to water, mold, or pest damage.

The library reserves the right to suspend the borrowing privileges of any patron with an outstanding bill for lost or damaged material.  Library staff may waive or reduce charges for lost or damaged items as needed in the interest of good customer service.

Approved by RHCL Board of Trustees on July 28, 2020. Back to Top

4.6  Overdue Materials
RHCL does not charge fines for overdue materials, and has never done so since the formation of the library in 1961.  Library management will implement a plan for notifying borrowers of items that are overdue and must be returned.  Notices are sent in the format preferred by borrowers, or by default are sent in the mail.  The number of notices sent and the schedule of notices attempts to be a balance between friendly reminder and sternly worded warning of the consequences of overdue items.

The library will charge for items never returned (lost) or items damaged, as described elsewhere in these policies.  Borrowing privileges may be suspended and a patron may be billed for the replacement cost of the item(s) and processing fees when materials are excessively overdue. If borrowing privileges are suspended due to overdue material, privileges will be reinstated upon the return of the material or upon full payment for the replacement of the material.  The Library reserves the right to report unreturned items to law enforcement for theft.

Approved by RHCL Board of Trustees on July 28, 2020. Back to Top

4.7  Further Collection of Amounts Owed to the Library
Patrons with overdue items, the value of which exceeds an amount determined as excessive by RHCL, may be referred to a collection agency or law enforcement for either return of the materials in acceptable condition or payment for replacing the materials. Failure to return library materials may result in prosecution for theft, as allowed by Missouri law.

If a patron is awarded relief through bankruptcy court which specifically includes library debt, then the amount of replacement fines on the specified account or any account they are financially responsible for will be removed but processing fees may remain on the record(s) and are allowable under 11 U.S. Code § 523.  These fees may also be negotiated off or forgiven as determined by library management.  A patron must produce an executed copy of the bankruptcy order before any adjustment will be made.

Approved by RHCL Board of Trustees on July 28, 2020. Revised November 22, 2022. Back to Top

4.8  Interlibrary Loan (ILL) Materials & Services
Interlibrary loan (ILL) is a request for materials that are not owned by RHCL and may be borrowed from another library on an individual's behalf.  This service is available to all registered patrons in good standing.  Limits may be placed on the number of ILL items checked out and/or the number of requests allowed through interlibrary loan. Charges for lost items will be those determined by the lending institution with an additional processing fee that may be assessed.  A default fee may be assessed as a placeholder while waiting for notification from the lending library of the replacement fee.

RHCL will participate in resource sharing consortia and maintain memberships which increase options for interlibrary loan, in order to provide the widest array of materials for our users.  Particular care will be taken in the borrowing and lending of materials through interlibrary loan, as evidenced in signed agreements for sharing and the standards and codes for good ILL practice generally agreed upon by library and learning institutions.

Approved by RHCL Board of Trustees on July 28, 2020. Back to Top

4.9  Lending of Library Equipment
RHCL makes electronic equipment available to library card holders to assist in research, learning, and literacy development.  Equipment is provided according to availability and items valued at more than $100.00 may require an additional application form and proof of identity and current address.

Rules

The following rules and regulations apply to equipment check out:

1. Equipment may be borrowed by library account holders in good standing.  
2. Completion of an equipment check out agreement and presentation of photo identification, in addition to having a regular library card, may be required for higher priced items.
3. Equipment checkout periods vary according to the device.  
4. Only one piece of the same type of equipment may be allowed to be checked out per account, unless other rules are put in place.
5. If using equipment in a public place, equipment must be kept in borrower’s sight.
6. The user is responsible for all equipment and accessories checked out, including power cords, carry cases, etc.
7. The library is not responsible for lost or corrupted files or documents, such as hardware failure or network interruptions.  Users wishing to save files they have created or downloaded must back them up to their own personal storage.  All user created files will be wiped clean after equipment is returned.
8. Equipment should be returned in person to a staff member at any library Service Desk and should not be returned to any exterior book drop.
9. The user assumes full responsibility for the cost of repair or replacement in the event that the equipment is lost, stolen, or damaged.  The library will assess equipment damages and/or loss and charge the user accordingly.  Charges may vary for damage or for full replacement and will include an additional library processing fee for each item.  Charges for partial damage or missing accessories will be determined by the Library Director.
10. The library’s Internet Use Policy applies to computer equipment used within the library building.  Users attest that they have read and will adhere to the policy.
11. These policies apply to all equipment lent by the library.  Certain equipment may have fewer or more rules or restrictions, depending on the item.  Copies of these will be included with each item when applicable.

Approved by RHCL Board of Trustees on July 28, 2020. Back to Top

4.10  Reference & Information Services
One important activity for library staff shall be to assist patrons in locating the materials and information they need and to assure that materials are usable and accessible.  This includes both factual information and fictional stories.

Library staff will respond to information requests by searching for materials to share with the user.  Staff will use library collections, indexed materials, ready reference works, online resources, and local files to fulfill requests.  Library staff cannot offer appraisals or evaluations of items of value, nor shall staff interpret information provided to users or offer legal or medical advice.  Referrals to other area institutions will be made if better or more complete resources can be found elsewhere.  Staff are encouraged to not perform extensive research on behalf of a patron, but to assist and work alongside the patron in the use of appropriate resources regardless of the format.

Approved by RHCL Board of Trustees on July 28, 2020. Back to Top

4.11  Test Proctoring
Rolling Hills Consolidated Library provides test proctoring service to support distance learning students in our communities.  If it is determined that a proctoring request is unreasonable or its demands are too burdensome to administer, the library reserves the right to deny any request for this service.

Guidelines

A. The library does not charge a fee for proctoring. All expenses, including copying and postage, are the responsibility of the test-taker.  The library does not charge to email or fax testing materials.  When a test is to be mailed to the school or professor/instructor, an addressed, stamped envelope with appropriate postage must be provided by the school or the test-taker before the test is administered.  Copies of completed exams will not be retained by the library. 

B. The library provides a public computer workstation with Internet access for online exams. These workstations do not allow installation of any additional software. It is the test-taker’s responsibility to ensure that the library’s computer resources are adequate for their test-taking requirements.  We cannot guarantee that a computer will be provided in a separate area or private room for test taking.

C. The exam or the instructions for taking the exam online must be sent to library staff at the library’s street address, fax number, or via e-mail to libstaff@rhcl.org.  The test-taker must contact the library, by e-mail, phone, or in-person, at least 48 hours in advance to schedule an appointment to take the test. A member of the library staff will proctor the test.

D. The library cannot guarantee quiet conditions for test-taking. The library does not guarantee that the test-taker will be under observation at all times. 

E. Staff will verify the identity of the test-taker by requiring presentation of picture identification before administering the exam. Test-takers should not bring cellular phones or other equipment or materials prohibited by the exam instructions into the library. If such materials are brought into the library, they may be left at a service desk during the exam; however, the library is not responsible for these items.

F. Test-takers are responsible for supplying all materials, such as pencils and calculators.  Scratch paper is usually available at the library.  

G. The library will not hold tests beyond their expiration dates.  If the test has not been taken by that time, it will be destroyed.  Once a test is sent via mail or fax and confirmation is received, any original test documents will be destroyed.

H. Library staff will not sign a proctoring verification that attests to any circumstances or conditions that are not accurate in describing the test taking conditions.  When the library agrees to proctor a test, any staff member trained and oriented to administer tests may proctor tests.  We do not guarantee any individual staff person will be the specific person administering the test.

Approved by RHCL Board of Trustees on July 28, 2020. Back to Top

4.12  Meeting Room Use
Availability and Fees

1. The Meeting Rooms of the Rolling Hills Consolidated Library are made available free of charge to not-for-profit groups in the community. 
2. The Meeting Rooms of the Rolling Hills Consolidated Library may be rented by for-profit organizations, individuals for private parties, or by businesses for non-commercial use (such as training seminars, etc.), to which the public is not invited. The Library Board will set the fee for meeting room use annually. 

Rules

1. Library-sponsored programs will receive first priority. 
2. The purposes and objectives of these organizations or groups must not violate the public interest. 
3. The library will not reserve its meeting rooms for: 
   • Events promoting specific political candidates. 
   • Non-library related groups selling or promoting items or services.
   • Activities likely to disturb regular library functions. 
   • Individuals, organizations, or groups presenting programs the primary purpose of which is the disparagement or denigration of another individual, organization, or group. 
4. All groups or organizations scheduling a meeting room must fill out the online Application for Meeting Room prior to the day of its use. Library staff may assist in filling out the form.
5. No admission fees or collections will be allowed for any event scheduled in meeting rooms. Pass-through costs for educational materials may be collected.
6. Library-sponsored events for the purpose of raising funds for the library are allowed. 
7. Organizations or groups desiring to use library equipment in the meeting rooms must request permission for its use when applying for the meeting room. Any group using such equipment shall assume full responsibility for any damage to equipment while it is in their possession. At least 48 hours’ notice is required for technology equipment setup.  Please be on notice that the library does not have technology staff available evenings or weekends.
8. The organization is responsible for room arrangement. Chairs and tables will be made available as requested on the room reservation form and in accordance with room size limitations.
9. No materials, equipment or furniture belonging to the organization will be stored on library premises, and the library will not assume responsibility for any materials or items left on the premises.
10. Alcoholic beverages are strictly prohibited.  Light refreshments may be served but must be catered or brought in by the group, as well as all supplies and service pieces. The library expects reasonable clean-up of the space used, including all trash picked up and spills wiped up.  If the carpet or furnishings are soiled beyond normal usage by attendees, the organization will be billed for the cost of cleaning. 
11. Groups using library meeting rooms are asked to not serve red or dark colored beverages and to not use glitter or confetti in decorations.  No tape should be applied to walls or other surfaces.  Damage or excessive clean-up will incur additional charges.
12. The use of the meeting room must not detrimentally affect the Rolling Hills Consolidated Library’s insurance coverage limitations.
13. If a meeting is canceled, the library must be notified at once unless unexpected hazardous weather or other emergencies occur.  
14. The meeting room may be reserved up to three months in advance of current date.   
15. Because the purpose of providing the meeting rooms is to make them available to as many community groups as possible, reservations will be taken on a first come basis.  
16. The Library Director or designee may approve meeting room usage outside of these rules upon request.  Appeals regarding meeting room decisions will be directed to the library Board of Trustees. 

Approved by the RHCL Board of Trustees on May 23, 2006; Updated December 8, 2015. Back to Top

4.13  Photocopying & Printing
RHCL provides photocopying and printing equipment for the convenience of library users.  These services are offered with cost recovery pricing for consumables and maintenance on the equipment.  Library staff may offer free copies and printouts in response to information requests.  Any outages or downtime of the equipment will be kept as short as possible.

Under certain conditions specified in the law, libraries are allowed to produce a photocopy or other reproduction.  One of these specified conditions is that the photocopy or other reproduction is not to be “used for any purpose other than private study, scholarship, or research.”  If a customer makes a request, or later uses, a photocopy or reproduction for purposes in excess of “fair use,” that customer may be liable for copyright infringement.  The library will follow all copyright laws and guidelines as they apply to photocopies and printouts.

Approved by RHCL Board of Trustees on July 28, 2020. Back to Top

4.14  Copyright
U.S. Copyright law (Title 17, U.S. Code) prohibits the unauthorized reproduction or distribution of copyrighted materials, except as permitted by the principles of "fair use."  Users may not copy or distribute text or electronic materials (including movies, music, electronic mail, text, images, programs, or data) without the explicit permission of the copyright holder.  Any responsibility for the consequences of copyright infringement lies with the user, and the library expressly disclaims any liability or responsibility resulting from such use. 

Approved by RHCL Board of Trustees on January 21, 2003.  Revised on November 25, 2014. Back to Top

4.15  Library Programming
Programming provided by RHCL is intended to support the mission of the library to engage users in learning and literacy.  Programming provides another opportunity to meet the informational and recreational needs of the community, as well as reflecting the changing interests of the community. Programming is one form of increasing the awareness of the library in the community through marketing and promotion of the programs.  It is an opportunity to introduce the library’s many services and the various resources within the collection.

The library uses programs to present educational and cultural experiences to all ages.  Children are introduced to the joy of reading through storytime and summer reading programs.  Young Adults are encouraged to become creative thinkers through such programs as poetry writing and computer coding.  Book talks, hands-on learning, and special interest programs provide adults with lifelong learning experiences.

STATEMENT OF PURPOSE

RHCL attempts to provide educationally challenging programs targeted at specific age groups for little or no cost to the participants. Funding for programming will be from various sources, such as the library budget, grants, and gifts.         

YOUTH SERVICES

Youth Services will provide age appropriate programs for infants, preschool children, elementary, and middle school-aged young people. These programs will be at appropriate times and of appropriate length for the targeted audience and will provide a positive experience for all the participants.

ADULT SERVICES

The library will provide opportunities for high quality programs on a variety of topics, targeted for adults of all ages including older teens, new adults, and seniors. These programs will be presented in a variety of formats for example: instructional, reading and discussion, video viewing and discussion, panel discussions, lectures, and hands-on demonstrations and participation. 

INTER-GENERATIONAL PROGRAMS

Some programs at the library may be presented to mixed age groups.  Inter-generational programs are highly encouraged and promote a positive sense of community.

TARGETED AGE-APPROPRIATE DESIGNATIONS FOR PROGRAMS

Library programs are labeled and coded for age-appropriate groups as required in order to report annual statistics on programs and attendance to the State Library. Rolling Hills Library staff make their best judgement as to what age level a program is intended for but there may be an overlap in terms of ability and interest for different programs.  Programs labeled Early Learning are intended for ages 0-5, labeled Children are intended for ages 6-11, labeled Teen are intended for ages 12-18, and labeled Adults or Seniors are intended for ages 19 and above.  Programs labeled Family-All Ages are usually ones that can be enjoyed by Early Learning and Children but also appeal to older siblings and caregivers.  These labels can be found in the online schedule of programs on the library’s web site and will be included in other publications or advertisements whenever possible.  

Approved by RHCL Board of Trustees on July 28, 2020.  Revised June 27, 2023. Back to Top

4.16  Special Events & Visiting Exhibits
Rolling Hills Consolidated Library (RHCL) may schedule special events periodically that occur off-site or on-site, such as author visits or experience fairs.  These special events may be in cooperation with other community organizations or sponsored only by RHCL.  All library policies apply no matter the location of the event or the organizations involved.  Special events are designed to showcase the library and promote library services and collections to new audiences and venues.  Special events may extend past regular operating hours of the library.

RHCL will host visiting exhibits when schedules and space allow in order to bring experiences to our communities that they may not have access to otherwise.  Scheduling and logistics for these exhibits will rest with library staff.  Fees for renting visiting exhibits will be paid by the library with help from grants and/or donations whenever possible.  No fees will be charged to attendees at special events or visiting exhibits.

Approved by RHCL Board of Trustees on July 28, 2020. Back to Top

4.17  Tours & Library Group Visits
Library staff will provide tours of library facilities to any group as long as a reservation is made in advance.  Individual tours will be provided depending on staff availability and work load.  Groups of children under age 18 must be accompanied by adult supervisors, at least one adult for every eight children.  When making a reservation for a tour, organizers should inform library staff about their goal(s) for the tour so it can be tailored to fit their needs.

Groups are encouraged to visit the library together, and do not need to call in advance or make a reservation.  Groups of children or special needs adults should have enough chaperones or helpers to monitor all members of the group.  Not all library outlets have seating for larger groups to sit together or sit simultaneously.  Library visits of 90 minutes or less seem to be the most successful, and groups are asked to plan accordingly.

Approved by RHCL Board of Trustees on July 28, 2020. Back to Top

4.18  Public Computing
This policy applies to all users of Rolling Hills Consolidated Library computer workstations and the library’s wireless internet access.  

The Library provides Internet access to Library users to support its mission of literacy and learning.  Use of the Internet should be consistent with the Library's policies and procedures, as well as with all applicable local ordinances and state, federal, and international laws.  The Library also expects that users shall make no effort to interfere with the operations and integrity of its systems, and may develop appropriate procedures to ensure the ongoing efficiency, reliability, and security of the network.  The Library’s wireless network is intended for use by library users, not in neighboring locations or parking lots, and access may be restricted at any time.

Rolling Hills Consolidated Library Internet access is filtered; however, all filtering systems are imperfect and some unacceptable images may still be accessible. The use of filtering may still allow the viewing of inappropriate material or block legitimate sites. Users may submit a site’s URL to be considered for unblocking if they feel it is unreasonably blocked. Users may request temporary suspension of filtering for any legally compliant URL.

In view of the library’s status as a public facility, users are prohibited from accessing images of an explicitly graphic sexual or violent nature on library computers or on their mobile devices in view of others in library buildings.  Any person who refuses to comply with these rules will be asked to leave the library premises and may have their network privileges suspended.

Users may not attempt to access library security-related or confidential information or unauthorized network assets.  Users may not use library systems to falsely identify themselves, falsely represent themselves, or otherwise commit forgery or fraud.  Users may not use library systems for the purpose of libel, slander, or any form of harassment.  No unauthorized software may be downloaded, installed, or executed on library systems.

Misuse of hardware, software, or Internet access will result in loss of Internet and workstation privileges. Misuse includes but is not limited to: gaining unauthorized access to computer files, harassment of other users, disruptive behavior, violation of copyright laws, accessing illegal or obscene sites, creating images or materials that disturb the peace of the library or any user, violation of software license agreements, or misuse of hardware. Users may not impede functionality of the library’s system through monopolization or overload of resources.  

User privacy is very important to the Rolling Hills Consolidated Library. Internet users should be aware that the Internet is not a secure medium and third parties may be able to obtain information regarding users’ activities. Rolling Hills Consolidated Library will not release information on the use of specific Internet resources by members of the public except as required by law or necessary for the proper operation of the library.  Logs of Internet access may be retained for a brief period of time to facilitate network operations and then confidentially discarded.

E-mail accounts are not provided by the library. Users accessing web e-mail services do so at their own risk.  Internet users may not use the Rolling Hills Consolidated Library’s name, address, or phone number in any way for their own personal use.

Library staff may limit use of any workstation and/or the wireless network for a single user or set a maximum amount of time allowed per day, per user due to considerations of user demand, space, or noise levels.  Users are responsible for paying the library for any printing generated from their workstation.

The Library expressly disclaims any liability or responsibility arising from access to or information obtained through its Internet workstations or wireless network, or any consequences thereof.  Any use of a Rolling Hills Consolidated Library Internet access point constitutes acceptance of this policy.

Approved by the RHCL Board of Trustees on July 25, 2002.  Revised January 21, 2003, February 28, 2006, April 24, 2007, November 25, 2014. Back to Top

4.19  Patron Computing Use Agreement
Wired Connections

Use of this computer should comply with all applicable local ordinances and state, federal, and international laws. Users are not allowed to:

• illegally download movies, music, or other files.
• libel, slander, or harass other computer users.
• view salacious materials or images of nudity on computer screens in view of other library users.
• display images or videos of a violent nature.
• use this connection to the internet to hack, penetrate, or otherwise illegally access secure servers or network architecture.

RHCL uses a filtering service which may or may not block all images or websites that are deemed harmful.  Library staff are allowed to unblock a site upon request of an adult, but the system may or may not allow an override.  Use of a library workstation implies that you have read and agreed to these rules.

Wireless Connections

Use of this wi-fi should comply with all applicable local ordinances and state, federal, and international laws. The library’s wireless network is intended for use by library users ONLY, not in neighboring locations or parking lots, and access and/or devices may be restricted or blocked at any time. The library's wi-fi network may not be used to illegally download movies, music, or other files, or to libel, slander, or harass other computer users.

Approved by the RHCL Board of Trustees on July 25, 2002.  Revised January 21, 2003; July 28, 2020. Back to Top

4.20  Hardware and Software for the Public
Technology in the form of public access computing plays a vital role in fulfilling the mission of the library.  RHCL provides free computer access, including computer workstations, computing equipment, internet access, office and productivity software, the library catalog, electronic databases, and educational games.  The library also provides wireless access to the internet (Wi-Fi) for people who have their own computers or devices to access many of these same resources.

RHCL provides both hardware and software for public access computing.  The library makes available the hardware and software configurations that are affordable within the library budget and that can be managed within a multiple user environment.  The library may not always have the newest versions of hardware or software available or the newest updates of add-ons or helper applications.  Updates will take place as staff time and budget allow.

Software loaded on public machines may include packages to manage time allowed on library workstations, printing management, and virus and malware protection.  No personal data may be saved on library computers.  Users are responsible for providing their own data storage devices.  The library does not guarantee that all data storage devices or methods will work with library workstations.  No software may be installed on library workstations at any time for any reason.

Personal computing devices may be used in the library at the user’s own risk provided the cords do not interfere with walkways or the use of the equipment does not interfere with any library equipment. The library is not responsible for personal equipment plugged into electrical outlets at the library, inside or outside of the building.  The library is not responsible for any damage or loss of data arising from the use of equipment, software programs, or other library technology services.

The library’s Technology Plan should set out a schedule for upgrade and replacement of computer hardware and software.  This plan is reviewed and updated at least every three years.

Approved by RHCL Board of Trustees on July 28, 2020. Back to Top

4.21  Online Database & Internet Resources
Library resources have evolved over time from printed books to electronic collections, particularly reference sources with large amounts of data or services that lend themselves to downloading and interactive use by patrons or streaming to individual devices.  These items may be available over the internet free of charge or may require a contract and payment for access.  

RHCL is committed to providing access to online databases and internet resources as the budget allows, making these available to patrons at no charge. Fee-based resources are often restricted by a contract.  The vendor may set up rules, such as access only from the computers and network within the library building or other authentication requirements to ensure that only our library patrons can gain access to the resources.  The library will fulfill all contractual obligations for accessing online resources, and will communicate any restrictions or access rules to patrons as clearly as possible.  The library is not responsible for the content provided or access methods used with third-party vendors providing online databases or internet resources.

Approved by RHCL Board of Trustees on July 28, 2020. Back to Top

4.22  Patron Feedback & Complaints
RHCL is aware that occasional complaints may occur regarding library services. Although it is hoped that such occurrences will be rare, it is essential that the library have in place a policy concerning the handling of complaints and a staff that is well familiarized with the policy. A response that is both positive and timely may go far in helping to resolve a complaint.  Complaints involving an inadvertent lapse in library service may be handled by a simple apology, explaining that it is the library’s desire and mission to provide the best possible service to the community.

Feedback, both positive and negative is always welcome from library users.  Paper forms are made available, and staff may document verbal feedback on a paper form or over email.  The staff must be constantly aware that they project the image of the library, an image that should reflect courteous, friendly and helpful service. Patron complaints about the behavior of staff members should be reported, documented, and submitted to the library Director.  If a complaint cannot be resolved by the staff or the Director in person, a written complaint should be submitted to the Director who will review and respond in writing.  If the complainant is still not satisfied, they will be informed of the option to bring their issue to a library board meeting for review.

Complaints concerning a rejection of a title request may occur.  RHCL follows its established collection development policy, and titles that do not have broad appeal may not be selected for purchase.  Requests are routinely rejected from the interlibrary loan system, for multiple reasons, including being too new, being already checked out, or being restricted from ILL lending.  Complaints regarding materials already in the collection are dealt with by asking the user to fill out a form for review by the branch manager and library director.  This policy is listed in the section on Technical Services & Collection Policies.

Approved by RHCL Board of Trustees on July 28, 2020. Back to Top