公共圖書館 10/30

◎圖書館服務讀者憲章
-公共圖書館對讀者的承諾

-圖書館的承諾
-服務水準的承諾
-近用及公平的承諾
-傾聽及諮詢的承諾



圖書館的承諾

‧設立分館及巡迴車
‧各分館皆有電腦化目錄
‧各分館皆可還書

服務水準的承諾

‧館員配戴名牌，受服務訓練
‧不讓讀者等超過三分鐘，除了尖峰時間
‧立即回應詢問或告知等待時間

近用及公平的承諾

‧服務反映社區文化及多元性語言
‧為身心障礙民眾提供所需服務
‧滿足特殊讀者

傾聽及諮詢的承諾

‧主動提供資訊
‧至少三年做一次讀者滿意度調查



圖書館讀者權益
Library Customer Bill of Right, 1990

1. Library customers will always be treated courteously, in all circumstances and at all times
2. Library customers will be able to check out books and other materials, register for new cards, and pay fines without undue red tape or other delays.
3. Library customers will be able to get current best-sellers and popular materials at all salt Lake county libraries.
4. Library customer complaints/problems will be resolved in forty-eight hours whenever possible.
5. Library customers' phone call will not be transferred or left on 'hold" unnecessarily.
6. Library customers should expect staff to make the Library System work for them.
7. Library customers will be able to suggest new materials and services, and find out what happens to their suggestions.
8. Library customers who are children have the same rights and responsibilities as adult library customers.
9. Library customers are entitled to accurate information and answers to all their questions. There are no stupid questions.
10. Library customers are entitled to clean, safe, reasonably quiet library buildings.


中譯

1. 圖書館的顧客在任何情況下，都將被禮貌對待
2. 圖書館的顧客能夠不被查找書籍和其他資料、辦新卡、支付罰款等，沒必要的繁文縟節所延誤
3. 圖書館的顧客能夠在所有鹽湖城的圖書館，獲得目前的暢銷書和流行資料
4. 圖書館的客戶投訴和問題會儘可能在48小時內得到解決
5. 圖書館顧客的電話不會被不必要地轉接或"保留"
6. 圖書館的顧客可以期望館員能利用圖書館系統幫助他們
7. 圖書館的顧客可以建議新的資料和服務，並檢查他們的實行狀況
8. 圖書館的兒童顧客和成人顧客享有相同的權利和職責
9. 圖書館的顧客有權得知準確的資訊並被回答所有問題。沒有所謂愚蠢的問題。
10.圖書館的顧客都有權享有清潔、安全、安靜的圖書館