DOCUMENT RESUME ED 044 139 LI 002 175 AUTHOR Olson, Edwin E. TITLE Survey of User Service Policies in Indiana Libraries and Information Centers. INSTITUTION Indiana Univ., Bloomington. Graduate Library School. SPONS AGENCY Indiana State Library, Indianapolis. PUB DATE 70 NOTE 298p.; Indiana Library Studies Report 10 EDRS PRICE EDRS Price MF-$1.25 HC-$15.00 DESCRIPTORS Information Centers, Information Services, Libraries, *Library Research, *Library Services, *Library Surveys, Questionnaires, State Surveys, *Use Studies IDENTIFIERS *Indiana, Indiana Library Studies ABSTRACT The areas of strength and the areas of weakness in the general patterns of library user service policies in Indiana are identified. The study also presents information which will have an impact on planning and provision of future library services in the state. The current pattern of library service policies in Indiana are compared with the optimal policy chosen by groups of librarians and the ideal policy from the users, view point. Part One of this report presents important aspects of the study methodology. In Part Two, after a discussion of assumptions, and the organization and overview of the data, the study findings are presented according to the outline of user service policies used in the questionnaire. In Part Three, the conclusions and implications of the study for the state of Indiana are discussed. The appendices present additional methodological detail, and the Supplement presents all of the descriptive data tables and detailed weights obtained in the study. (MF) U.S. DEPARTMENT OF HEALTH. EDUCATION & WELFARE OFFICE OF EDUCATION THIS DOCUMENT HAS BEEN REPRODUCED PC\ EXACTLY AS RECEIVED FROM THE PERSON OR ORGANIZATION ORIGINATING IT. POINTS OF 1-1 VIEW OR OPINIONS STATED DO NOT NECES- 4. SARILY REPRESENT OFFICIAL OFFICE OF EDU- CATION POSITION OR POLICY. O Report Number Ten LLI of the Indiana Library Studies Peter Hiatt Director and General Editor SURVEY OF USER SERVICE POLICIES IN INDIANA LIBRARIES AND INFORMATION CENTERS by Edwin E. Olson Associate Professor School of Library and Information Services University of Maryland Prepared April, 1970 Bloomington, Indiana 1970 Table of Contents Page Number x Preface PART I STUDY DESIGN Purpose of Study A. 1 Development of the Survey Instrument B. 1 Sample Design C. 3 ... Academic libraries 5 ... Special libraries and information centers 6 ... Public libraries 7 ... School libraries 8 Validity and Reliability Analysis 8 D. ... Reliability of school library data 9 11 ... Public and academic reliability and validity test ... School library validity test 13 13 ... Summary 14 Data Collection and Processing E. 14 ... Academic and special libraries 14 ... Public libraries 16 ... School libraries 18 ... Data processing ... Response Rate 18 21 ... Response Bias Weighting of Responses 23 F. ... Purpose of obtaining weights 23 23 ... Method of obtaining weights ... Problems in interpreting and using weights 25 27 ... Summary PART II DATA ANALYSES 29 Purposes and assumptions A. Organization of data 30 B. Overview of the data 32 C. i 40 Provision of Materials in the Collection D. ... Overview of the Data 40 in Library 40 ... Provision of Materials While User is 40 ... Policies for Specific Materials Libraries ... Request and Delivery Policies of Providing Staff Delivery 46 ... Facsimile Copying 47 ... Access to Unavailable Material 49 ... Provision of Materials to User Not in the Library 51 ... Requests and Reservations Si. Delivery of Materials 52 ... Special Services 55 ... Summary 56 Circulation of Materials in Collection 60 E. ... Overview of Data 60 ... Policy for Specific Materials 60 63 ... Borrowing Procedures and Limitations ... Returning Procedures and Limitations 65 68 ... Routing Services Summary 68 Provision of Materials Not in Collection 71 F. ... Overview of Data 71 ... Policy of Obtaining Material 71 ... Requests 74 ... Circulation and Charges 75 ... Summary 76 Provision of Bibliographic Citations 78 G. 78 ... Overview of Data 78 ... Verification and Screening Aids ... Subject Searching 82 ... Alerting and Agent Services 83 84 ... Summary Answer Services H. 87 ... Overview of Data 87 90 ... Provision of Specific Information 93 ... Summary ii User Instructions and Educational Programs I. 96 ...Overview of Data 96 ...Instruction in Use of Information Resources 96 ...Educational Programs 100 ...Miscellaneous Instructional Services 103 ...Summary 105 Wherewithal J. 107 ...Overwiew of Data 107 ...Hours Open 107 ...Work Space 110 ...Audio-Visual Equipment and Facilities 112 ...Assistance to User in Producing Materials 114 ...Miscellaneous Support Services 115 ...Summary 118 User Relations 120 K. ...Overview of Data 120 ...Publicity 120 ...Review of Policy by Users 125 ...Summary 125 Other Services 126 L. ...Services Included Elsewhere in Questionnaire 126 ...Library Operations and Supportive Services 128 ...Additional User Services 129 Special User Groups 130 M. ...Groups Receiving All Library Services 131 ...Groups Receiving Special Services 132 PART III CONCLUSIONS The Analytical Process 136 A. Relative Im ortance of Libra Service Policies 138 B. Current Library Service Policies 141 C. liatchofitPolicwitlayltimalPolic D. 144 Redistribution of Priorities 148 E. BIBLIOGRAPHY 150 iii APPENDIX A. Sampling Plan for School Libraries 151 APPENDIX B. "Survey of User Services in Indiana School Libraries," Hoosier School Libraries, Summer, 19.69 157 APPENDIX C. Process of Obtaining Weights 160 ... Identification of Weighters 160 ... Academic Library Weighting Group 161 ... Public Libraries 162 ... School Libraries 163 ... Special Libraries 163 164 ... Steps Followed in Weighting SUPPLEMENT TO THE SURVEY REPORT SECTION I Detailed Service Policy Data 167 167 ...Guide to Use of Descriptive Data Tables ...Descriptive Data Tables S-1 to S-73 170 Detailed Weights Used in Data Analysis SECTION II 244 SECTION III Questionnaire for Survey of Library User Service Policies 260 iv LIST OF TABLES TABLE PAGE Response Rates 19 1 Match of Scores with Optimal Service Policies 2 of Ideal Library: Total Scores for All Service Policies 36 Match of Scores with Optimal Service Policies 3 Scores for Provision of of Ideal Library: Materials in Collection 41 Summary of Weights and Correspondence of Current 16, Policy and "Optimal' Policy for Provision of Materials in the Collection 58 Match of Scores with Optimal Service Policies 4 of Ideal Library: Scores for Circulation of Materials 61 Summary of Weights and Correspondence of Current 4A Policy and "Optimal" Policy for Circulation of Materials in Collection 70 Match of Scores with Optimal Service Policies 5 of Ideal Library: Scores for Provision of Materials Not in Collection 72 Summary of Weights and Correspondence of Current 5A Policy and "Optimal" Policy for Provision of Materials Not in Collection 77 Match of Scores with Optimal Service Policies of 6 Scores for Provision of Ideal Library: Bibliographic Citations 79 6A Summary of Weights and-Correspondence of Current Policy and "Optimal" Policy Provision of Bibliographic Citations 86 Match of Scores with Optimal Service Policies of 7 Scores for Answer Services .. 88 Ideal Library: 7A Summary of Weights and Correspondence of Current Policy and "Optimal" Policy (Answer Services).. 94 Match of Scores with Optimal Service Policies of 8 Scores for User Instruction Ideal Library: 98 and Educational Programs 8A Summary of Weights and Correspondence of Current Policy and "Optimal" Policy for User 106 Instruction and Educational Programs Match of Scores with Optimal Service Policies of 9 108 Ideal Library: Scores for Wherewithal ... 9A Summary of Weights and Correspondence of Current 119 Policy and "Optimal" Policy for Wherewithal.. Match of Scores with Optimal Service Policies of 10 121 Scores for User Relations.. Ideal Library: 10A Summary of Weights and Correspondence of Current 127 Policy and "Optimal" Policy for User Relations.. 134 Public Library Services to Special Groups... 11 Summary of Weights and Correspondence of Current 12 Policy and "Optimal" Policy for All Service 147 Policies vi LIST OF FIGURES PAGE FIGURES Cover Letter Used for Academic and Special 1 15 Lil-raries Distribution of 1000 Points Among Major 2 Service Policy Categories 34 Percentage Distribution of Individual Library 3 Scores Expressed as Percents of the Optimal Total Scores for all Service Score: Policies 38 Percentage Distribution of Individual Library 4 Scores Expressed as Percents of the Optimal Score for Provision of Materials in Score: Collection 42 Percentage Distribution of Individual Library 5 Scores Expressed as Percents of the Optimal Score for Circulation of Materials Score: in Collection 62 Percentage Distribution of Individual Library 6 Scores Expressed as Percents of the Optimal Scores for Provision of Materials Score: Not in Collection 73 Percentage Distribution of Individual Library 7 Scores Expressed as Percents of the Optimal Scores for Provision of Bibliographic Score: 80 Citations vii Percentage Distribution of Individual Library 8 Scores Expressed as Percents of the Optimal Scores for Answer Services Score: 89 Percentage Distribution of Individual Library 9 Scores Expressed as Percents of the Optimal Scores for User Instruction and Score: Educational Programs 97 Percentage Distribution of Individual Library 10 Scores Expressed as Percents of the Optimal Scores for Wherewithal Score: 109 Percentage Distribution of Individual Library 11 Scores Expressed as Percents of the Optimal Scores for User Relations 122 Score: viii