Heat Index and Media Coverage

From Sandra Fernandez, 10:13 AM: 

The Heat Index in Houston has risen high enough that cooling centers may activated. Even if they’re not, we’re expected to reach 106 on Saturday. One of the effects of high-heat days is the presence of media in our libraries. As a rule, we expect that all major media outlets will make their way to our libraries to “get the story” of people trying to stay cool. They seldom contact us in advance. They usually want to obtain video of people in the library and see if there are any customers willing to give them an interview.In preparation, here’s a reminder on library guidelines and what to do when they show up.
Houston Public Library Policies and Guidelines related to Media

HPL policy states that the Public Relations Office (PRO) "must be the exclusive channel for communicating with any citywide print media and all electronic media (who should request access and cooperation in advance, except when covering breaking news)." What this means is that Media Relations inquiries are handled through the PRO.

If a member of the media contacts you for a story about the Library or in which the Library will be featured, please refer the media representative to the Public Relations Office and/or check with us - even if he/she claims that PRO has already been contacted and OK’d. We do our best to give you a warning if we think that media is heading your way. This is especially important if a reporter/photographer/camera crew shows up in person. This includes the city’s cable channel, HTV.
It is important to note that for cooling centers stories, historically, media do not contact us in advance and we are rarely in the position to be at the location to coordinate the media event. In those instances, the manager in charge or library staff will have to be our “boots on the ground.”
When the media shows up

Here are some basic Dos and Don'ts on what to do when the media shows up at your location:

• Do go up to the reporter/cameraman and introduce yourself.
  Example, “Hi, I'm Sandra. What can we help you with today?” At this point, most reporters will tell you who they are and what they're doing at the library. At Central Library this normally happens from security or the welcome desk when the camera is attempting to enter the building.
• Do ask who they are and what they're doing, if they haven't volunteered it already.
  “I notice you have a camera with you today, is there something specific you're here for today?”
• Do ask if they've already checked in with the Public Relations Office.
• Regardless of whether they answer yes or no, confirm with us.
  Example, “It's great that you've already spoken with the Public Relations Office. I still need to call them to confirm.” Then call us to confirm, before they are allowed to get started.
• Ask them to accompany you to a phone so you can put them on with one of us to discuss what the story is and guidelines about cameras in the library.
• Do be aware of the basic guidelines we cover with them.
  Our main consideration is the safety and comfort of o ur customers, so we normally permit reporters to do stories within our buildings if the story is about the library, doesn't disrupt our ability to provide adequate services to our customers, preserves our customers’ privacy, and media agree to follow these guidelines.
• Library will staff will make an announcement on who they are and what they're doing, to let customers know what's going on.
  Example, “Hello everyone. My name is Sandra, and I work with the Library. With us today are members of the news staff at XX station and they want to take video of people using the library. If you’d rather not be in the video, let them know and they’ll work around you.”
• Do not take photos/footage of children without parental consent.
  We tell this to the media and stop them if we think they are circumventing this rule; i.e., if they are recording a group of children who are clearly unaccompanied by an adult who can give consent. And, as a reminder, parental consent literally means the consent of a parent or guardian.
• If any customer asks to be excluded from photos/footage, please honor the request.
• If any customer declines a request for an interview, please move on to another customer.
• Interviews are coordinate by PRO staff.
  Although Library staff may be asked to give a brief comment on the air, if needed, we may not be able to comply with the request. This will be coordinated by PRO.

PRO staff makes every effort to facilitate all requests for media coverage, including photos/video. However, the safety and comfort of library customers are their primary consideration.

Reference
Members of the media are welcome to use our programs and services just like any other customer – PRO does not need to OK that. Though, as stated in the policy, PRO is the exclusive channel for communicating with media, please answer any questions that are "reference" – members of the media have access to the same information and services you would give out to any other customer. If you're unclear on whether you need to contact PRO or refer something to us, feel free to contact us and ask.

Contacts
If you need to contact someone from the Public Relations Office, start with office numbers, proceed to cell phone numbers, and, if during off-hours or weekends, try home numbers or personal cell phones (which are included in the Emergency Info Cards, and all branch managers should have a copy).
If this is a time-sensitive issue (something happened at your branch in off-hours which may result in media coverage, a member of the media showed up and wants to interview your staff, you have a nice program on the weekend and a photojournalist walked in and wants to take photos of the people in attendance, etc.) keep trying until you speak to someone, and please leave messages.
If you are unable to contact PRO staff (there are only two of us for the entire library system) check with your supervisor and:

• use good judgment,
• follow policy, and
• make decisions based upon the best interests of the library and our customers.

Public Relations Office contacts are:

• Sandra Fernandez
  832-393-1381
  713-435-9448 cell phone
• Blanca Quezada
  832-393-1382
  713-435-9596 cell phone

If you see the Library mentioned in the press, let us know. We don’t have a service checking for media clips, so we rely on your watchful eyes to help us keep track of what is being said about HPL. We are especially grateful for copies of newspaper articles, particularly the neighborhood weeklies and biweeklies - please send us copies via interoffice mail.

Kendall Library Blog by Karen 

SirsiDynix Symphony (new circulation and catalog system) update #8

  As you know from Dr. Lawson's message, we are changing our circulation period to 3-weeks with one renewal for most items.  DVDs cannot be renewed.

In addition, you need to know that items are renewed from the renewal date, not from the due date.

   We have already had one customer complain about this change and we anticipate that you will be dealing with this concern from a number of other customers.  Please review this response so that you will have a ready explanation to offer:

We share your concerns and we have requested that the vendor develop the capability of renewing material based on the due date. This is a major programming change since most library circulation software renews materials from the renewal date (our current system is the exception). We anticipate it will be at least a year before this could become a reality. In the meantime, we hope that the 3-week check-out period with e-mail reminders when it is time to renew will mitigate the inconvenience for most of our customers.

I hope you have seen the FAQ's and timeline on the Staff Intranet page.  In addition, the link from the banner on the Library Homepage goes to the Library Blog where you can see what has been posted about the change for our customers to read and their questions with our answers.  You may wish to print the FAQ's out so you have quick responses to other questions customers may pose.

When you or a customer logs in to your library account, a new message will be appearing in the next few days.  This has also been posted to the Library Blog.

If you had previously opted in to the Reading History, that information will transfer to the new customer accounts system. However, some other information will not carry-over.  We recommend that you print out or email to yourself anything you have saved in "My Lists" as well as any "Preferred Searches." You can then re-create them in Enterprise, our new catalog.  Also, our new catalog does not feature Customer Reviews, Ratings, or Tags.  You may wish to save your reviews and add them to a social reading network such as Goodreads or LibraryThing.  The current catalog will be available through July 2. 

  We are planning a one-hour training session to be held at multiple locations during the first two weeks of July to review the features of the online catalog.  Look for an announcement from HPL Training. 

  This week starts our real transition to the new system.  You should now be following the new procedure for items on the fly and for checking in new periodicals.  Some new items are still coming to you in Delivery.  Please check them in as usual.  If you have questions or problems with either of these procedures, please contact me and I will have someone get back to you.

  Lastly, it has been pointed out to me that I have not addressed one of your most serious questions:  Why on earth are we doing this in the middle of the Summer Reading Club?

  We are all very aware that the timing of this change is not good.  Unfortunately, HALAN's contract with III expires at the end of June.  We have made arrangements to start paying them on a month-to-month basis but it is costing tens of thousands of dollars to do this.  We had to bite the bullet and make the change as quickly as possible.  We (Administration and HALAN staff) are deeply grateful for your willingness to do "one more thing" when you are already doing so much. 

If you have any questions, please contact me. 

Thanks,

Syma

Syma Zerkow

Chief of Library Materials Services

Houston Public Library