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			NLS operations Alert


No. 09-62


DATE  : December 15, 2009

TO    : Network Libraries
FROM  : Carolyn Hoover Sung

Subject :      Nontechnical questions from BARD users


BARD users are beginning to contact [log in to unmask] with questions about player
operation and book recommendations. Since these are not technical questions, they are
routinely referred back to the patrons' serving library. Subsequently some network library
staff are referring the same patron and the same question back to [log in to unmask]

Network libraries should ensure that staff who answer the telephone are prepared to 
address queries about player operation and book recommendations or to refer patrons to
another staff member who can respond. Provision of this type of information by network
libraries will become increasingly important as more digital players are distributed and more
patrons sign up for BARD.  

Libraries are expected to respond to all general questions relating to patron service. NLS
will continue to provide BARD technical support. 



For more information contact:

Carolyn Hoover Sung
Chief, Network Division
[log in to unmask]