Director Briefing - August 19, 2024

Ticket System Clarification

Tickets seem to be causing some confusion, according to recent conversations around the System. While I am grateful the ticket system is being utilized, I did want to clarify some points:

Opening a ticket replaces the need to call or email individual System staff members with IT, Evergreen, or other related questions. Tickets are seen by multiple System staff members, each with specialized skills and responsibilities. Calling or emailing individual System staff actually slows down the process for resolving your issue.

Tickets should be as detailed and specific as possible. Vague tickets are difficult to respond to in general. The more information included in a ticket, the more efficiently System staff can address your question.

Tickets that say only "Call me" are not an appropriate use of the ticket system. First, because it can be unclear which System staff member should respond. Second, because of the volume of tickets received per day, individual phone calls to address issues are excessively time-consuming.

For more information, see the *[[Members.DirectorOrientationTechnology#Tickets] and the "Who to Email" list below.

Who to Email by Topic

Topic	Who to Email
Admin Support (Advocacy, DLD Contact, Funding Referendums, Legal Issues, Minimum Standards, and Trustee Training)	rkirsop@owwl.org
Admin Internal Services to Libraries (Annual Reports, Delivery, Coordinated Purchases, and Billing)	knemitz@owwl.org
Admin External Services to Communities (Outreach Services, System Programs, Youth Services, Continuing Education, and Construction Aid)	smacaulay@owwl.org
Cataloging	cataloging@owwl.org
Evergreen Support	evergreen@owwl.org
Online Services and Databases (!OverDrive, Owwl2Go, LibCal, Prefab, Consumer Reports, Mango, and Ancestry.com)	support@owwl.org
Tech Support (Networking, Computers, and System-Supported Software)	support@owwl.org

Directors, please pass this information on to any and all staff who may be submitting tickets.

System Board Meeting Follow-Up

The OWWL Library System Board of Trustees met on Wednesday, August 14, 2024. Below is a summary of the actions taken:

• August 14, 2024 Meeting Minutes
• System Policy Updates
  • Acceptable Use and Internet Safety Policy – Added “purpose” section, added note regarding compliance with CIPA for E-Rate.
  • Annual Audit Policy – Removed redundant language covered in other policies.
  • Assigned Reserves Policy – Update Purpose, section headings, clarified sections, strengthened reserve fund descriptions, removed Library Advocacy Day Reserve.
  • Credit Card, Store, and Gas Charge Account Policy – Updated to be consistent with the requirements from the Office of the State Comptroller.
  • Data Breach Policy – Added clause regarding the disposal of private information. General grammatical corrections.
  • Freedom of Information Policy – General grammatical corrections.
  • Interlibrary Loan to Correctional Facilities Policy – Changed “Outreach Department” to “designated personnel.” Changed bill request to the “Finance Director.”
  • Open Meetings Policy – Overhaul of sections with headings. Updated remote attendance provision according to Chapter 58 updates. Included Committee Meetings (I tried to argue with the Committee on Open Government, but they said Cooperative System Committee Meetings must comply with OML). General grammatical updates.
  • Records Retention Policy – Corrected a couple section references.
  • Selection and Reconsideration of Materials Policy – Updated “OWWL2Go” language (we’re slowly moving away form this when referencing eBook collections). Updated “Library Director” to “Executive Director.” Corrected number of times the Board meets in a year.
  • System and Member Library Relationship Policy – Added annual assurance to the Division of Library Development on NYS Minimum Standards. Added Mileage and Scholarship Reimbursement Policy and Delivery Policy. Alphabetized the list of policies. Removed the Systems Access Policy from the annual agreements since libraries no longer need to submit the form associated with the policy.
  • Systems Access and Confidentiality of Library Records Policy – Updated to include a definition of “Authorized Users” and the requirements to gain access to Information Systems.
  • Whistleblower Policy and Bar on Retaliation – Minor grammatical updates.
• New Policies
  • Delivery Policy – Establishes guidelines for the System’s Delivery Service to Member Libraries.
  • Mileage and Scholarship Reimbursement to Member Libraries Policy – This policy details the requirements and obligations of libraries submitting mileage reimbursement for System events and the rules associated with System scholarships.
• Reaffirmation of the resolution on the System's stance around Library Fines and Fees as a Form of Social Inequity.
• Updated the System's Employee Handbook.
• Removed the Library Advocacy Day Reserve Fund - This fund was depleted in 2023, so there was no need for it to exist.
• Approved the Construction Aid allocations for FY 2025.
• Updated the Progress on the System's Strategic Plan.
• Approved the Ancestry.com renewal invoice totaling $31,815.41 (Central Library Budget).
• Approved the standard workday for NYS Retirement.
• Approved the Executive Director's Travel to the New York Alliance of Library Systems Conference.
• Approved the staff credit card authorizations list (as required by the OSC).
• Approved the OverDrive invoice totaling $85,116.98.
• Approved another OverDrive invoice totaling $40,336.00.
• Discussed Annual Meeting plans for November.
• Discussed RFP process for new E-Rate consultant contract.
• Approved opening two new CDs.
• Approved Personnel Change Report (we will be looking for a new Junior Systems Administrator in the coming weeks).

New and Updated System Policies Affecting Member Libraries

As mentioned above, the System Board approved two new policies and updated others that affect the Member Library/System relationship.

Mileage and Scholarship Reimbursement to Member Libraries Policy

First, the Mileage and Scholarship Reimbursement to Member Libraries Policy was approved, which establishes guidelines for System reimbursement. Mainly, the member library must have an existing policy or policies regarding mileage or continuing education to ensure that member library staff are being made whole after a work related expense. Mileage reimbursement may be submitted to the System events at System headquarters. For example, the September 6 OWWLDAC meeting will qualify for reimbursement if libraries have their own reimbursement policy.

Mileage and Scholarship Reimbursement to Member Libraries Policy

Delivery Policy

Second, the Delivery Policy, which outlines delivery procedures, was approved.

Delivery Policy

Systems Access and Confidentiality of Library Records Policy

Third, the Systems Access and Confidentiality of Library Records Policy was updated to include language around "Authorized Users."

Authorized User Access to OWWL Library System Information Systems is restricted to Authorized Users only. No other individual, regardless of their affiliation with a library, is permitted to access information within these systems. An Authorized User is an individual who:

• Has access to an Information System through a unique login.
• Has agreed to abide by the terms of this Policy, either through the System Staff Agreement form or Member Library Agreement form.
• Has a formal affiliation with a Member Library or the System and requires access to Information Systems to perform their duties.
• Understands and upholds the principles outlined in local patron privacy or confidentiality agreements.

Please keep in mind that in order for you and your staff to have access to Evergreen, email, and other information systems, they need to have a local agreement on file at your library. You are welcome to use a modified version of the Agreement Form we use in the policy for System Staff. Here is a Word Document you can download and use if you need one.

Member Library and System Relationship Policy

Finally, the Member Library and System Relationship Policy. We added an annual assurance to the Division of Library Development on NYS Minimum Standards. Each library is responsible for making sure they are in compliance with Minimum Standards; the System reports to DLD each year and funding may be withheld for libraries operating outside of Minimum Standards with about a System approved assurance. Added Mileage and Scholarship Reimbursement Policy and Delivery Policy. Alphabetized the list of policies. Removed the Systems Access Policy from the annual agreements since libraries no longer need to submit the form associated with the policy; libraries simply need to comply in order to receive continued access and support.

Let me know if you have any questions on either of these new policies.

OWWL Friends Groups - Meeting Invitation

Patty from the Friends of Victor Farmington Library has asked if you would share the attached invite with your Friends groups.

OWWL Meeting Invitation.pdf

The meeting will be held Saturday, October 5 from 10am to 1pm at the Victor Farmington Library. Refreshments included. Please RSVP by September 15.

Phishing Email Alert

Kelsy let us know last week about the below phishing email to look out for:

If you clicked on the link in the email and entered any information, such as your email address and password, change your Zimbra password as soon as possible. You can do so by clicking the arrow next to your name in the top right corner of Zimbra, then clicking Change Password.

Many thanks to Kelsy!

HBR: Tip of the Day

Appeal to Different Learning Styles When Pitching an Idea

Ever pitched a brilliant idea only for it to fall flat? The issue might not be the idea itself, but your ability to engage your audience. To captivate your listeners, try appealing to three different learning styles.

For visual learners, paint a picture. Use colorful charts, graphs, and illustrations to make your points clear. Or you could include a prototype, demo video, or animations to bring ideas to life. You might also ask your audience to close their eyes and envision a concept as you lay it out.

For auditory learners, use your voice. Begin with a compelling narrative. Vary your tone, pace, and pauses to create a sonic experience. Rephrase your questions to invite expansive thinking, like switching from “What do you think?” to “Can you help me think about this differently?” Incorporate relevant sounds or music to enhance emotional connection.

For kinesthetic learners, create a hands-on experience. Include tangible elements like product prototypes or interactive models, or create activities that allow learners who prefer tactile learning to experience your idea firsthand.

This tip is adapted from “To Make Your Pitches More Engaging, Appeal to Multiple Learning Styles,” by Duncan Wardle.