Public Service - Collections Access, Loan and Managment Division (CALM)
Title: Bookstack. Library of Congress
(Created/Published between 1940 - 1970)
Collections access includes providing direct service to
the public in the two general reading rooms and book retrieval service to these reading rooms and multiple special
reading rooms. In addition, book retrieval service is provided to staff
members throughout the Library, Congressional requestors and interlibrary loan requestors. Approximately 1,500 requests for
collections items are received every working day. This number includes requests for items stored at our offsite storage facilities located on Fort Meade in Odenton, MD and in Landover, MD. Most requested
books are retrieved and delivered in thirty to ninety minutes, and
the not-on-shelf rate now averages less than twenty per cent. Requests for books are submitted primarily through Automated Callslip (ACS).
Reader Registration Station
New users of the Library are registered in the Library's Reader Registration Station, which
opened in February 1996. First-time Library users enter information
about themselves at computer terminals in the station or remotely through a Web form. Upon completion of the form, a Reader Registration Assistant checks the valid identification presented by the reader
against the data entered in the computer. [For those who pre-registerd using the online Web form, identification will be checked upon arrival.] If there are no discrepancies
or problems, a digital image of the user is taken a signature is captured, and a photographic
Reader Identification Card is produced and given to the user. These
cards are required of all public users in all Library of Congress
reading rooms, and they are good for two years. The Reader Registration process also results in the creation of a patron account for the reader which allows the reader to submit online requests via Automated Callslip (ACS).
Loan Charge Stations
The Loan Charge Stations are responsible for charging out books and
other Library materials to Congress; government agencies; academic, public and
research libraries; Library of Congress staff and teleworkers and to special
categories of local borrowers such as former Members of Congress,
Supreme Court Justices and foreign embassies. The charging of
materials is done in six Loan Charge Stations located in the Jefferson, Adams and Madison Buildings. Patron accounts
and item records are created in the Library of Congress Integrated Library System.
After the item record is created, it is then linked to a bar code on the item
and charged. The Loan Charge Station staff is also responsible for checking in returned
material and maintaining mandatory public service hours in each
Accounts Management is maintained by two Senior Account Representatives
whose primary responsibility is to monitor the accuracy of accounts.
Senior Account Representatives are in frequent contact with Congressional, government,
interlibrary loan, Library staff and special borrowers, either in
person, by mail, by email or by telephone. Accounts are assigned
to both Senior Account Representatives who work toward resolving discrepancies
between CALM Division records and those of our clients.
CALM's Quality Assurance Team investigates all requests for materials that resulted in a not-on-shelf (NOS) response. In addition to re checking the shelf, the Quality Assurance Team employes techniques to attempt to determine likely places where an item may have been inadvertently mis-shelved, and they also analyze online data to determine whether there may be clues to any possible labeling errors.
Special Search Services
Special search services are available for General Collections' items that could not be located during the Quality Assurance process. This expanded search, which can take up to 30 days, involves a far more in depth search for items than is possible by the Quality Assurance Team. As their title implies, Collections Specialists utilize years of experience to locate items. In the event that an item cannot be located despite their best efforts, Collections Specialists will provide alternate library locations where the item may also be found.
Digital Reference Section
The Digital Reference Section (DRS) is a group of reference specialists dedicated to exploring the ways in which online tools may be used to promote and enhance the Library of Congress’ programs and services: www.loc.gov/rr/program/ The DRS responds to reference questions about the Library’s online resources, creates electronic pathfinders and bibliographies, maintains the Virtual Reference Shelf, writes and edits historical features for the Library’s website, and presents a variety of electronic and in-person workshops for members of Congress, educators, librarians, historians and others. Additionally, the DRS is responsible for providing context for and promoting the use of the Library's online materials.