Book Shop Committee Manual Volunteer Handbook

Book Shop Committee Manual and Volunteer Handbook

March, 2008

Ferguson Library Main Shop Harry Bennett Branch Shop One Public Library Plaza 115 Vine Road Stamford, CT 06904 Stamford, CT 06905 (203) 351-8277 Bookshop (203) 351-8293 (203) 351-8278 Workroom (203) 351-8256 Free Books (203) 561-9990 Volunteers

www.friendsoffergusonlibrary.org

[email protected] [email protected] [email protected] [email protected] [email protected]

04/21/08 Page 1 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Other Library Friends may reproduce limited portions of this manual without charge as an aid to their own bookshop and book sale fund-raising efforts.

All other rights reserved.

T0 Jan 2008

04/21/08 Page 2 of 217 Friends of Ferguson Library Used Book Shop Volunteer Handbook/Committee Manual

Table of Contents

President’s Letter 7 Chair’s Foreword 8

Tab 1 Shop Operations -- Volunteer Handbook 1 The Volunteer Job Pledge to our Volunteers 12 Volunteer Job Description 13 Volunteer Communication Form 14 Training Checklist 15 2 About the Shops Pledge to Our Customers 19 Shop Maps 20 How the Shops “Support Your Library” 22 Friends Organization Charts 24 Where the Books Come From and Go 25 3 Shop Operating Procedures Opening, Working, and Closing Your Shift 27 Keeping the Shop Beautiful -- Job and Inventory Checklists 35 Visual Glossary of Shop Terms 36 4 Ringing Up and Reporting Sales Pricing Policy 39 Cash Register Instructions 40 Credit Card Instructions 49 Register Practice Checklist 51 Z-1 Tally Report Sample 54 Shift Envelope Sample 56 Free Book Coupon Samples 58 Friend-to-Friend Trifold Brochure 61 Friend-to-Friend Redonation Record 63 5 The Shop Computer The VIKI Manual 65

T0 1 of 4 2/2007

04/21/08 Page 3 of 217

6 Telephone Instructions Telephone and E-Mail Quick Lists 77 Telephone User Tips 79 Voice Mail Retrieval Instructions 81 7 Book Donations Donation Acceptance Guidelines 83 Donation Receipt Log Sample 84 Donation Receipt Sample 85 Donation Tag 86 8 Directions and Maps Directions to the Book Shops 87 Main Library Loading Dock - Instructions and Map 89 Parking at the Main Shop 92 9 New Volunteers Potential Volunteers 93 Volunteer Trifold Brochure 94 Volunteer Flyer – “Apply Online” 95 10 Membership Sales Membership Sales 97 “Join the Friends” Membership Brochure 98 Tab 2 Sorting and Stocking -- Volunteer Handbook Sorting Visual 102 Sorting Guidelines 103 Quick Guides to Sorting at each Shop 109 Spotting Collectibles 112 Inventory Weeding -- Stickering Project 113 Genre Author Lists 116 Tab 3 Collectibles Sales -- Volunteer Handbook Collectible Sale Procedures 120 Collectible Sale Layout 123 Collectible Sale Schedule 124

END of Volunteer Handbook

T0 page 2 2/2007

04/21/08 Page 4 of 217

Tabs 4 - 8 Are For The BSC Committee Manual Only

Tab 4 Book Shop Committee Information -- BSC

Book Shop Committee Directory 126 Job Descriptions – General Comment 127 Book Shop Chair 128 Shop Manager 129 Manager of the Moment 130 Collectible Sale Team 131 Volunteer Coordinator 132 Treasurer 133 Secretary 134 Bookkeeper 135 Triager 136 Supply Manager 137 Trainer 138 Administrative Assistant 139 Intern 140

Tab 5 Volunteer Management -- BSC

Volunteer Management Mind Map 142 Volunteer Management Plan 143 Volunteer Training Guide 147 Job Advertising Website Info 152 Online Application Form 153 Applicant Shelving Quiz 157 Welcome Letter 161 Service Confirmation Form 162 Annual Survey 163 Exit Survey 167

T0 page 3 2/2007

04/21/08 Page 5 of 217

Tab 6 Financial Matters -- BSC

Financial Operating Principles 170 Sample Sales Reports 171 Sample Budget 173 Sample Invoice 174 Expense Reimbursement Form 175 Cash Register Codes for Managers 176 Vendors and Website Log-in Info 177

Tab 7 Marketing / Visibility Marketing Plan 180 Simplification Plan 2007-2008 184 Advertising Inventory 190 Events 192 Constant Contact Newsletter Schedule 194 Façade Banner Inventory 195 Artwork, Brochures, and Signage 196 Book Rescue Ad Samples 198 Book Rescue Recycling Center Flyers 199 Voice-Mail Scripts 200

Tab 8 Administrative Matters Operations Mind Map 204 Workroom Quick Lists 206 Seasonal Themes and Special Displays 208 Main Shop Supplies Inventory 209 Back Up Calculations To Where The Donated Books Go 211 Shop Measurements 212 Records Retention and Document Management 214 Rare Book Consignment Contract 216

For additional Security Guidelines, Key Inventory, Passwords, etc., please see Shop Managers or Chair

T0 page 4 2/2007

04/21/08 Page 6 of 217

January, 2008

Board of Directors To our Friends:

This manual was created to help us in the orientation and training of our Book Officers Shop Volunteers. In the process, it became evident that certain sections might be useful to sister organizations in their attempts to set up similar Library bookstores. Joan K. Rinaldi President It is intended as a guide, but the depth of detail may prove overwhelming. Let me assure you that we did not start out with such a complex organization. We’ve been Eileen Rosner at it more than 28 years. We started out “simple.” So can you. Vice President

Ricki Miller The Friends of Ferguson Library is a nonprofit, volunteer organization. Its Secretary mission is to promote community support for the priorities, programs and activities of the Ferguson Library. Jamie Santer Treasurer We started out small and have grown up through the years in both size and complexity. In the beginning, we held an occasional book sale, then opened a gift

Board Members shop where we sold items knitted by our members. Friends Board members took turns chairing the shop. In time, we opened a “real” store chaired by a Board Maureen Bayne member with retail experience. She initiated half-price sales, opened a second shop Denise Fogarty Barbara Leffler in a new Library branch, and established a working Book Shop Committee. Gail Malloy Ruth Marcus Today we are a thriving organization under the leadership of retired professionals Robbie Monsma who have recruited other volunteers with specific talents and skills. They have Debbie Neiman Cathy Ostuw expanded the activities of our Shops to include “open whenever the Library is Ann Sexton open,” monthly Collectible Sales, rare book consignment for on-line sale, and Frieda Shapiro significant redonation of unsalable items to local schools and agencies, state

prisons and overseas literacy charities. Stamford is a “world gateway” community, so we have translated our brochures into Spanish and Russian.

We invite you to take your fund-raising efforts and passion for books as far as you can. Good luck!

Joan K. Rinaldi President

04/21/08 Page 7 of 217 Friends of Ferguson Library Used Book Shop Committee Manual

Foreword

Our Mission:

“We rescue and re-circulate books, Sell quality used books at modest prices, and Provide unsold books free to community institutions.”

Introduction

The Friends of Ferguson Library Used Book Shops, operated by the Friends Book Shop Committee, provide much of the revenue needed to fulfill the Friends’ mission. The Book Shop Committee has its own mission statement: We rescue and re-circulate books, sell quality books at modest prices, and provide unsold books free to community institutions.

Our Shops are operated and managed entirely by volunteers. We will receive, process and place an estimated 350,000 items in 2007-8 FY, all supplied to us through community donations (85%) and library discards (15%). All donations to and proceeds from our Shops, after overhead, are used by the Friends Board to support:

• Library Summer Reading, Film, Cultural Book, Author and other Special Events • Library Capital Projects • Library Pilot Programs • Library Collection Enhancement • Library Staff Development • Stamford Literary Competition • Free books for local schools and agencies, prisons, courts and overseas programs through our Friend-to-Friend Free Book Program • A free first book to every baby born at Stamford Hospital through our Books-for-Babies Program

Purpose of this Manual

This manual has been developed to streamline training and orientation of new volunteers and to promote consistency of day-to-day operations. It also is intended as a handy guide to others considering a library bookstore operation.

This is an evolving document. Thus, we encourage our volunteers and other users to give their considered feedback to help us improve this manual and the overall functioning of the Shops.

T0 1 of 2 1/2008

04/21/08 Page 8 of 217

Why Our Shops Are Thriving

Our Book Shops are successful because of support from these key constituencies:

• Customers: Our customers not only support us with their purchases and donations, they are the source of some of our best ideas and push us forward as we try to surprise and delight them as friends.

• Volunteers: Some of our volunteers have been with us for years, some work with us only a few weeks or months. We have such a variety of people, in terms of age, national origin, life experiences, background, first language and literary tastes; it’s really exciting just to walk into the Shop every day!

• Book Donors: Our area is diverse, fast moving, creative and (it seems) constantly moving! Our donors love their books and are grateful for our “book rescue” service.

• Library Management, Staff and Trustees: The collegial atmosphere created by the staff is essential to our success. We receive free space and facilities, plus purchasing, maintenance, IT and other technical assistance. We also have the benefit of friendship, advice, and cheerleading.

• Friends Board: We are but one committee of the Board. If our Board did not appreciate our efforts, provide advice, approve our budgets, and so wisely spend the money we generate, we wouldn’t be so motivated.

• Starbucks: Our baristas have provided us with space in their shop for book sale displays, given us furniture to improve our space and blend it with theirs, and made many helpful expert suggestions. As a result, we look – and are – connected to them. Their customers are our customers.

Our ultimate goal is to extend Friends services and success to the customers, donors, and volunteers who make this all possible. This manual is a step in that direction. We wish you the very best, and…Happy Reading!

Yours truly, Friends of Ferguson Library January 2008

Robbie Monsma Barbara Leffler Chair, Used Book Shops Volunteer Coordinator

T0 2 of 2 1/2008

04/21/08 Page 9 of 217

04/21/08 Page 10 of 217

Tab 1 -- Shop Operations

www.friendsoffergusonlibrary.org

[email protected] [email protected] [email protected] [email protected] [email protected]

T1 1/2008

04/21/08 Page 11 of 217 Pledge to our Volunteers

Friends of Ferguson Library Used Book Shops strive to provide the best volunteer experience in all Fairfield County. To achieve this, we offer this Pledge to our Volunteers.

Our Volunteers can expect to:

1. Know their efforts are appreciated. 2. Work in a clean, happy, environment among supportive team members.

3. Be fully occupied in meaningful work. 4. Be treated with dignity and respect. 5. Learn new things of interest to them. 6. Perform a variety of tasks, as desired. 7. Grow in the Shops' organization, as they desire to do so.

8. Make suggestions and contribute to the Shops' improvement.

9. Receive appropriate training and feedback. 10. Have any concerns addressed promptly.

T1 9/2007

04/21/08 Page 12 of 217

Friends of Ferguson Library

Used Book Shop Committee Manual

Job Description Basic Volunteer

Currently Held By: Everyone Scope of Responsibility: Basic Book Shop Operations Report to: Shop Managers

Basic Duties:

1) Clean Books 2) Sort Books into Categories, such as philosophy, fiction, and non-fiction, etc. 3) Cart sorted books into the Book Shop and place on appropriate shelves by category 4) Help Customers locate books in the Shop, get books out of cars, and put books into cars 5) Tidy the Shop, Starbucks, and the Collectible Sale, including dusting and straightening 6) Move a large book cart onto and off of the Library Plaza 7) Use the Volunteer Information Computer System to manage schedule and e-mail 8) Read and understand all communications from Book Shop 9) Help other volunteers 10) Assist with other tasks as needed 11) Participate in additional training, as requested 12) Maintain a clean, pleasant, task-oriented volunteer environment 13) Willing and able to train others Tending the Register (prerequisite: having mastered all Basic Duties and performed Basic Duties satisfactorily for at least twelve hours)

14) Know the prices of all material 15) Work the Cash Register competently 16) Account accurately for Shift Proceeds, using the envelope 17) Understand and execute all Shop Policies 18) Know and use all Shop forms 19) Answer the telephone, and take messages 20) Be familiar with, and keep organized the blue notebook on the Shop Desk 21) Be familiar with the Volunteer Handbook, and able to use it to answer questions 22) Keep the Shop tidy 23) Greet and offer to help every customer T1 February 2008

04/21/08 Page 13 of 217

Friends of Ferguson Library Volunteer Communication

Please fill out this “blue” form and leave it in the Manager’s Box at any time. Feel free to telephone any of us immediately if more urgent attention is needed.

Use this form if:

Something happens we should know about (good or bad!). A customer has a question you can’t answer. Someone leaves us a message or complaint. To assure a customer any concerns will be handled promptly. Something is bothering you. You are ecstatically happy here because…! You have an idea to improve the Shop(s). Something in the Shop needs attention. Etc.

When did this come up? Day, date and time:

What happened, or what’s the question?

Contact information for any customer involved (if they want to leave it):

Did you have to involve Library staff? If so, whom?

Volunteer name: ______

Thank You!

Aditi Malhotra Debbie Neiman Barbara Leffler Robbie Monsma Main Shop HB Shop Volunteer Book Shops Chair Manager Manager Coordinator 536-4199 321-5008 329-9037 561-9990 609-0424

(Copied on blue paper)

T1 2/2008

04/21/08 Page 14 of 217 CHECKLIST FOR TRAINING—Main Shop

NAME ______START DATE______

This is your personal training checklist. Please refer to it during each of your shifts until you have completed as many modules as you, the Shop Manager and the Volunteer Coordinator have agreed upon. It’s up to you to make sure that you have covered each item listed. Feel free to ask a manager or trainer for help with any unchecked item. Store this training checklist in the notebook marked “Training Checklist,” near the name badge holder. Please observe that training is set up in a series of clusters. You must master each cluster assigned to you before moving to the next.

TRAINER SELF SKILL CHECK CHECK

Orientation Hangs up coat, stores purse, dons apron, affixes name badge Signs in to record shift on computer Goes over key Volunteer Handbook pages Understands the Mission Tours loading dock Meets guard Tours store Tours Starbucks Knows where Restroom is Knows where First Aid Kits are Understands the Shift Team concept Knows how to use the phone: answer and transfer calls, take a message and call the workroom/Shop/other Shop Knows when it is appropriate to contact a Manager Using the VIKI Computer System Move between VIKI and the Friends website Use VIKI to maintain your personal records, get and print your schedule Understand email schedule reminders Check VIKI mailbox messages Use VIKI to sign up for and cancel out of the schedule Use VIKI to log service hours Unpacking and Cleaning Books Knows how to greet and direct book donors Knows how to assist donors to bring in their books and get a tax receipt Drags books in from airlock Unpacks red, but never white bags Know when to use Windex, Demco, Goo Gone and Goof Off Wipes all surfaces, including spines, page edges and DJ interior edges Thumbs through book for inserts & underlinings Knows to study books for author’s signature and where to place same Tours all “back of the house” areas Knows how to refill all cleaning supplies Understands how to clean up sorting area at shift-end

T1 1 of 4 March 2008

04/21/08 Page 15 of 217

Sorting Books Sorts only to front shelf Knows the sorting criteria Understands which books to put on collectible shelf Understands re-donation set-aside concepts Knows to look at redonation white board re current F2F client requests Knows how to properly pack, label and store redonations The “Beast” Knows to take the Beast outside on every fair day Hands off responsibility to the next shift for bringing Beast back inside at the end of day or if weather turns bad Knows location of Beast weather cover Knows to keep Beast full of White Tagged books Keeps Beast clean Keeps Beast supplied with pamphlets Keeping the Shop Tidy Understands the Shop layout Makes sure that all books, CD’s, and videos are straight, using bookends Fills all empty easels with attractive face-outs, including in the glass case Knows how to “switch out” standing and slatwall easels Dusts the tops of all shelves in the Shop and Starbucks Checks all inventory and refills forms as necessary Writes appropriate messages on the White Board Cleans the glass cases Knows what to do when there’s “nothing to do” Taking Care of Starbucks” Knows to refill easels in Starbucks and dust all shelves Makes sure all Starbucks books have price stickers Knows what sort of inventory goes into Starbucks and what doesn’t Knows to keep White Tag Cart in Starbucks stuffed Knows the only White Tag books in Starbucks are those on the White Tag Cart Shelving Books Knows only to take books from back shelf into the shop Knows to take the “right to the shop,” “display” and “case” books first Understands the necessity of sub-categorizing books in the shop Knows how and where to insert books alphabetically Can set up and break down special and holiday Shop displays Remembers to bring all carts back from the shop, with donations Knows where to put New Arrivals Knows where to retire new arrivals when no longer new Helping Shop Customers Greet each customer and offer help Assist/Direct customers to sign up for e-mail news at the Friends website Knows default prices of all materials Can assist customers with their title, subject or author searches

T1 2 of 4 March 2008

04/21/08 Page 16 of 217

Minding the Shop Desk Knows where keys are kept and the purpose of each Knows how to conduct supplies inventory Knows how to process book donations Knows how to update the program literature racks Knows how to encourage potential volunteers to fill out online application Knows NOT to bring potential volunteers to the back Knows what is in the blue three-ring notebook on the desk and has read its communications Knows where the Manager’s Box is and what goes in it (overnight credit card reports, blue communication forms, F2F forms, supply requests, etc.) Understands the various forms – purposes, locations and how to complete Can assist and process a Friend-to-Friend customer visit Friends’ Membership Move between VIKI, the Friends website and the Membership List See who is a current member Can sell a Friends’ Membership, explain benefits and the “sticker” process Can assist customers to complete paper or online membership application Running the Register Knows what all keys and buttons are for Unlocks register drawer and turns on register Counts own till to $100 Is confident of all pricing Has taken and passed the Register Quiz Knows how to change tapes Knows how to process a credit card purchase Knows the principles of customer service Understands how to take Z-1 tally report Knows how to fill out the shift envelope Knows where to deposit shift envelope, and can enter safe room when locked Can enter the workroom when locked Can process Free Book Coupons Knows how to close an unrelieved shift by shutting down register, locking drawer and erecting “pay at security” sign

The following Clusters are available only when agreed upon by the Volunteer, the Shop Manager and any other affected Manager

Managing the Shop Comfortable dealing with customer issues Good with directing volunteers Knows how to resolve register issues Comfortable making decisions Willing and able to train new volunteers Knows Library key staff and when to contact or alert staff Understands the Shops’ “Color Dot” weed system

T1 3 of 4 March 2008

04/21/08 Page 17 of 217 Collectibles and Price Research Recognizes a potential collectible Understands how to research and calculate prices Understands Shop pricing and collectible sale philosophy Knows where to place potentially consignable items Knows where to place priced items appropriately Knows how to mark collectible books properly Assists with Collectible Sale set up and strike

Triager Has an intuitive understanding of the book market in general Has an intuitive understanding of Shop clientele in particular Is comfortable with most if not all Shop inventory categories Recognizes a potential collectible on merit as well as “look” Understands Shop inventory management philosophy and procedures Can appropriately assess and weed Shop inventory Understands which books are appropriate for New Arrival, for mark-up and mark-down Can “second sort” both regular inventory and redonations. Can triage collectibles

Manager’s Use of the Volgistics Volunteer Management System All of the above Use Volgistics to generate, look at and print daily and monthly schedules, time sheets and other useful Volgistics reports Use Volgistics to access volunteers’ data Use Volgistics to communicate with Volunteers globally, by shop, individually, etc. Use the Volgistics Checklist Feature to set up and easily track each Volunteer's progress through his or her customized curriculum. More detailed Volgistics training as needed for those who will schedule and audit volunteers

Planned for Later Direct / assist customers to fill out an on-line Friend-to-Friend Redonation Record

Manager’s Use of the Donor Perfect System More detailed training as needed for those who will review and use Donor Perfect data for memberships, events, contacts, F2F agencies, redonations, Book Shop Donors, etc.

Manager’s Use of the Constant Contact Bulk E-mail System Orientation and training as needed for those who will assist with Constant Contact communication

T1 4 of 4 March 2008

04/21/08 Page 18 of 217

Our Pledge to You...

Friends of Ferguson Library Used Book Shops aim to be the most beloved retail institution in Stamford. To do so, we expect to provide exceptional customer service. Hence, we offer this Pledge to our Customers.

We strive for each customer to…

1. receive prompt, courteous service. 2. receive knowledgeable help about our merchandise and services. 3. have all transactions conducted quickly and accurately. 4. have any mistakes corrected expeditiously and to the customer’s satisfaction. 5. know that we appreciate the customer’s business. 6. have the shopping experience and time with us be a pleasure.

04/21/08 Page 19 of 217 B r o a d S t r e e t

Classics * Folklore Criticism * Anthologies* Poetry Drama * Essays PB General Fiction

Chick Lit Large Type Large PB General Fiction PB General Fiction Classic Literature PB Mystery PB Mystery Science Fiction Science Fiction General Fiction General Fiction General Fiction General Fiction General Fiction Magazines Magazines

Collectibles

ESL * Russian * Asian Spanish * Italian French * German s al iv Donations Drop Supplies Holds * Pick-ups * Maps rr A w HC Mystery e N Reference

a y n Rare a l Vol Travel so p u a n s t i eer e D S D Rare esk

Cus tome H r elps FRIENDS SHOP

Program Information Information Program Main Shop White TagWhite Music / Film S t a r b u c k s S t a r Romance

New Arrivals Art Video Audio Audio American Studies American Studies Business Gender, Race, etc. Gender, Race, Philosophy * Law Biography

Health U.S. History History U.S. F e r g u s o n L i b r a r y L o b y y L a r i b r g u s o n L e r F Inspiration * Religion Inspiration * U S. History Sports Social Sciences Social European History History European World History Children Children Education Math * Computers

Cooking * Gardening * Crafts, Animals Display Family Life * Personal Growth Transportation * Fashion * Humor Science FriendsofFergusonUsedBookShops5MainShop5BedfordandBroadSts.,Stamford,CT06904

04/21/08 Page 20 of 217 Harry Bennett Branch Vine Road First Sort

CLOSET

First Sort

First Sort First Sort Entry Holds * Overflow White Vestibule Entry Tag * Cleaning Supplies

New Arrivals Second Sorted to be Shelved Romance Patio

First Sort First

Sorting For cleaning and

Sci-Fi to be Shelved to be Second Sorted Area Supplies New

e Nonfiction at 04/21/08 Page21of217 on D ox B CD’s Register

Special Displays Displays Special Volunteer Desk White Tag Overflow Tag Overflow White Driveway

White Tag Sale

New Arrivals Fiction Seasonal F R I E N D S S H O P Mysteries

Fiction Videotapes

H a r r y B e n n e t t

Large Type General Fiction Audio Books Videotapes B r a n c h

Humor Weddings Biography Family *Family Relationships

History * Politics Picture Books

o Restrooms t i

d TOR Middle School TOR u Picture Books and A Sports Reference * Travel Business / Computers Shakespeare * PoetryShakespeare * Classic Literature Health * Diet* Self-Help * Religion Young Adult * Juvenile Nonfiction Young Adult * Juvenile Nonfiction Art * Gardening * Cooking * Crafts Children’s Videos Science *Animals Juvenile Fiction Juvenile Fiction

04/21/08 Page 22 of 217 04/21/08 Page 23 of 217 Friends of Ferguson Library Used Book Shops Where books went FY 2006-2007

Where Do All These Total Numbers Of Books Come From? Books / Other Items

Shop Inventory The public often asks where all the books in our Shops come from. In short, Main 115,000 they are from the Ferguson Library's HB 54,000 collection (15%) and from public donations Over $5/Consigned 1,000 (85%).

Donated items are always carefully reviewed to determine if they will be added TOTAL ITEMS SOLD (47%) 170,000 to the Library’s collection, resulting in an approximate 2,000 items added to library F2F Re-donations shelves annually. With the cost of a new item averaging a conservative $25, this amounts to $50,000 worth of books added CT Prisons 23,000 to the Library’s shelves each year. Hands Across the Water 88,000 Local Schools / Agencies 11,000 As new items are added, librarians must discard materials that are worn-out, damaged beyond repair, outdated, or no longer in demand. Those materials are TOTAL F2F ITEMS (34%) 122,000 sent to the Friends’ workroom, where volunteers spend thousands of hours each year sorting and preparing books for sale. Library Collection (.6%) 2,000

Another 300,000 books are donated each year by the public directly to the Recycle/Discards (moldy, Friends. Books not selected for the shredded, outdated, etc.) 65,000 Library’s collection are sold in the Used Book Shops or provided free to community (18%) institutions. Book sale revenues are donated back to the Library to fund Library and Friends’ programming.

If you have books to donate, please Est. Total Items think of the Friends of Ferguson Library. 359,000 It’s a great way to recycle your old books, FY 2006-2007: share your favorite reads with others, and support the Library at the same time.

9/2007

04/21/08 Page 24 of 217

Friends of Ferguson Library Used Books Shop Committee Manual

Part 1 - Committee Overview

Friends of Ferguson Library

Board of Trustees Ferguson Library Foundation

President President Friends Ferguson Library

04/21/08 Page25of217

Communication Vice President Book & Author Secretary Literary Membership Treasurer Friend to Volunteer Nominating Program Competition Friend Management Committee Scholarship

Book Shops Administration/ • By-Laws • Recruitment / Supplies/ • Procedures Annual Drive Staff Liaison • Minutes • Records and Files • Job Descriptions • Perks Chairs of • Records • Correspondence • Early Childhood Literacy • Seal Custody Main Shop • Computer Programs - Archivist Harry Bennett Shop • Literary Competition - Newsletter • Accounts Payable • Marketing • Accounts Receivables • Volunteer Recognition • Budget • Web Site • Capital Projects • FOCL Liaison • Financial reports • Investments • Taxes Auditors

T1 FOFL ORG CHART 1/2008

Friends of Ferguson Library Used Books Shop Committee Manual

Part 1 - Committee Overview

The Book Shop Committee

Ferguson Library Board of Trustees

President Friends

Volunteer Coordinator Book Shop Committee

Chair, Book Shops 04/21/08 Page26of217

Marketing Treasurer Secretary Collectibles Sale Manager F2FRe-Donation Shop Managers Scheduler Manager

Assistant Shop Calendar Rare Books Manager Job Descriptions Administrative Asst Monthly Reports Collectibles JobProcedures Descriptions Annual Reports Team Minutes,Re Records Trainers Triagers

Sorters Sales Volunteers Pricers Display

Holiday Inventory Bookkeepers

T2 P5 BOOK SHOP COMMITTEE ORG CHART 02/2008

Friends of Ferguson Library Used Book Shop Committee Manual

Opening, Working and Closing Your Shift: Shop Operating Procedures

Shop Volunteers, under the direction of a Book Shop Manager, sort donations, stock them on the shelves, and staff the shop itself, acting as sales persons. The duties of the Shop Volunteer are generally described in the job description and in greater detail in the procedures described below.

We use a TEAM APPROACH to all duties, so check in with your fellow shift-mates frequently during the shift to make sure all duties are addressed.

Opening the Shop

• Volunteers should arrive fifteen (15) minutes before the shop opens or shift start time. At the Main Library Shop (“Main”) coats may be hung in the left closet in the loading dock. Combinations to open the doors to the loading dock will be provided. Also, any staff member can open the doors for you. The coat closet stays unlocked but if for any reason it is locked, the key is in the top left drawer of the Chair’s loading dock desk and also in the Shop desk key box. Be sure to return the key to the drawer. Call the Shop Manager if keys are not available.

• At the Harry Bennett Branch (HB) coats may be kept in the sorting closet. The key to the closet, which is self-locking, is always kept at the circulation desk in the “Friends bag.” Return the key to the circulation desk immediately after opening the closet. The closet is set to lock automatically when it closes.

• Put on your personal name badge. This allows you access to our workroom “staff only” areas. Please leave your badge in the designated area when you finish your shift.

• Remove the “after hours, please pay at...” sign from the center of the customer counter.

Attendance

• Upon arrival, log in your shift time into the Shop computer VIKI system.

• When you cannot work your assigned shift, it is your responsibility to remove yourself from the online schedule and arrange for a substitute (be sure you have a volunteer list with email addresses and phone numbers). Report the change to your assigned co-worker, if any. When you remove yourself from the online schedule, it automatically generates an email notice to the Volunteer Coordinator. NOTE: The system will not allow you to remove yourself within 48 hours of your shift time. You must call the Volunteer Coordinator on the Volunteer Line at 203-561-9990, to ensure a substitute and so that the schedule can be updated.

Cash Register

• Set up a Shift Envelope.

• Retrieve the cash register key from its regular place.

T1 1 of 8 1/2008

04/21/08 Page 27 of 217

Turn the red key to “Reg” then remove the key. Unlock the drawer with the yellow key. Push “No Sale” to open the drawer.

Verify the exact amount of cash in the till, whether or not it is exactly $100. Note the actual amount on your shift envelope as “Start Cash.” It is important for the Treasurer to know if there is a shortage or overage pattern over time.

Make sure there are enough coins and single dollar bills to make change. You can get coins or change a large bill from the second till or from a Shop Manager or, as a last resort, from staff.

NEVER leave the register unattended! NEVER leave the extra till in plain view!!

Attending to the Desk

“Check messages” on VIKI, click to the “Book Shop Blog” and read any messages and other information on the desk or in the three-ring binder on the desk. These are our primary communication methods in the Shop.

Check the “Keeping the Shop Beautiful” Suggested Task List on the desk. During your shift, please work on those listed tasks that appear most needed. Consult the daily log, located on the desk in a spiral notebook. The preceding shift workers should have described there where they left off their work, observations, suggestions and anecdotes. These are our primary methods for keeping the Shop in tip-top shape.

Check phone messages if the red light is blinking. Do this by pressing the message button (picture of an envelope) and entering the password: ------#. If you are able to return the call and answer a customer question, please do so. Feel free to transfer, leave or erase the voicemail messages as appropriate. Phone directions are located elsewhere in this Volunteer Handbook. If the matter remains open, please leave a clear and complete written message on a blue Volunteer Communication Form in the Manager’s Box.

Check supplies of envelopes, plastic bags, scratch paper, etc., in the Shop. There is an inventory checklist available in the Volunteer Handbook. Note any items missing or low and leave a note in the Manager’s Box. If additional bags or envelopes are needed, they can be obtained from under the desk.

Attending to the Shop and Starbucks (at Main)

Make sure the Shop is neat and orderly. Straighten the desk and customer counter. Straighten all books, shelves, tables and display units. Ensure that chairs and tables are neatly arranged.

Make sure all possible trip hazards (stools, books, carts, dollies, boxes, etc.) are out of traffic patterns and in safe, accessible locations. If you can, move the contents of any boxes onto the appropriate shelves and discard the boxes.

At Main, ensure the spotlights are on over the four perimeter shelving units (switches on the side of each) and in the glass display cases (floor strip behind the cases).

At Main, prop open the connecting door of Starbucks at 9:00 a.m. (1:00 p.m. on Sundays). The Starbucks key is in the desk, if needed.

Familiarize yourself with any change in prices, special sales or seasonal displays and with the location of books on the shelves. There is a “shop map” in this Volunteer Handbook and in the Desk Manual.

04/21/08 Page 28 of 217 • At Main, attend to the bookshelves and Friends’ displays in Starbucks. See Starbucks special stocking procedures in this Handbook’s Section on “Sorting and Stocking.”

Making Sales

• Please refer to separate instructions for use of cash register and credit card machine later in this Handbook.

• Give no refunds, no exchanges, no exceptions, other than for defective or missing audio/video tapes or disks. Do not accept a “cash back” request on checks or credit cards.

• Discounts of 10% are available to Friends members who present their library card with a current membership sticker. Also, an updated list of current members is on the computer desktop. (There sometimes is a lag between joining and the member’s receipt of the membership sticker. Use your judgment, erring in favor of the customer if you are otherwise unsure.) See the section on Selling Memberships later in this Handbook.

• We no longer offer Gift Certificates for sale.

• Volunteers are NOT authorized to discount or negotiate prices. Feel free to tell customers that our prices already reflect a two-thirds to three-fourths discount from a similar book in similar condition in the commercial used book market. Only if you think there is an unusual and real benefit to do so should you call a Shop Manager to make a final decision. Also, you may take an inquiry in writing on a blue Volunteer Feedback Form.

• Personal checks may be accepted if you see picture ID. If out-of-state, record the driver’s license state and number on the front of the check, plus the telephone number. Do not accept a check that does not have the address of the check writer printed on the face of the check. Checks should be made out to "Friends of Ferguson Library."

• Do not offer a plastic bag for single, regular-priced purchases, but give one if requested. Use your judgment based on weather, etc. (Each bag costs at least 15 cents!)

• Ask the customer if he wants to be on our free mailing list, and assist him to do so online at the Friends website.

• Include in the bag any Friends Membership materials, current promotional flyers, surveys, etc, as directed by the Shop Manager.

End of Shift

• As a courtesy to the Managers and the next shift, write down where your shift team left off your work, observations, suggestions and anecdotes.

• Make sure to leave exactly $100 in smaller bills and coins in your till for the next shift. This is the priority and is more important than matching your envelope cash to the Z-1 tally.

• When covering more than one shift, make a separate envelope for each shift – morning, early afternoon, late afternoon, or evening.

• Run a Z-1 tally. If you accidentally run a Z-2 tally, place it in the Manager’s Box (we use these) and then run a proper Z-1. Although a Z-2 also shows a Z-1 tally #, the Z-2 does not erase your Z-1, and you can reprint the Z-1 as though the Z-2 never happened. Be sure to note your Z-1 number on your envelope

T1 3 of 8 1/2008

04/21/08 Page 29 of 217 and include your tally in your envelope (the Z-1’s are sequentially numbered and a missing one causes a scramble).

• Fill out the shift envelope completely and seal it. Leave exactly $100 in the till, and make any appropriate notes on your envelope. Write down the name of any volunteer taking bus fare! Include all charge slips, checks, completed Membership Forms, key void receipts, Gift Certificates and cash plus your Z-1 tally. At Main, take the envelope to the circulation office and place it (or watch it being placed) in the safe. At HB put the sealed envelope in the cash box.

• At busy shift change times, you can switch tills to allow the next shift to assist customers while the prior shift completes their count and envelope. If desired, the ending shift may take the till to a more private location for counting.

• Morning or Afternoon shifts: Turn over the register to volunteers on the next shift.

• Last shift: After you run your Z-1 tally, turn off the register, and lock the register drawer with exactly $100 in change inside and also lock the top desk drawer at Main. At HB, lock up both tills and the Cash Box in the closet.

Closing the Shop

At Main, the Library’s Security staff accepts payment for books when the shop is not staffed. At HB, the librarians at the Circulation Desk accept payment. Starbucks has its own after hours self-service cash box. However, there are some "closing" procedures to be followed:

• Move the "pay at ..." sign to the center of the counter/desk.

• Lock up the register and extra cash till.

• Advise the Security Guard or the Circulation Desk staff that you are leaving.

• Leave all lights on. At Main, leave the Starbucks door open (the staff will close it).

• At Main, if the “Beast” (the White Tag street cart) is still outside, bring it inside the Shop (if you are able) or make sure another volunteer, staff or the Guard has the assignment to bring it inside.

Additional Shift Duties

Customer Relations and Goodwill

• Be alert to the needs of your customers, be attentive, and ask if you can be of assistance. Remember, you represent the Ferguson Library and the Friends. Be as outgoing, pleasant and helpful as possible, and make visiting the Book Shop a positive experience for each person who enters.

• If at any time you wish to communicate to a Shop Manager when she is not immediately available, please leave a note in the Manager’s Box, using the blue Volunteer Communication Form found behind the desk.

Taking a Break

• If it is necessary to leave the Shop unattended, advise the Guard or library staff, post the appropriate sign on the desk counter (“Be Back in 5 Minutes” or “Closed…Pay Staff” sign), lock the register and take the

T1 4 of 8 1/2008

04/21/08 Page 30 of 217 key with you. Upon your return, take down the sign and unlock the register drawer and return the key to its place.

Book Donations

• Book donations may be left at any time without appointment. There is a self-service tax receipt box at all drop-off points. If a customer asks where large donations may be dropped off, refer them to the back of the Main Library, just inside the double doors of the loading dock (maps and directions are available at Main desk, in the blue three-ring binder).

• Do not shelve new donations directly into the Shop. Make sure any donations are placed in the appropriate sorting and cleaning area. At Main, if you run out of donation shelf room in the Shop and you are able, bring donations to the workroom sorting area. At HB, move donations from the bin to the sorting area, then clean them at the sorting counter and move them to the appropriate shelves in the closet as directed by the Manager.

• If there is more than one volunteer on the shift, assess whether one should attend to cleaning and sorting while the other attends to the register.

• We DO NOT routinely provide a pick-up service; however, IF the contributor is disabled or elderly, or IF the donation is very large (e.g., ‘over a car load’) and the donor requests the donation be picked up, give his/her name and phone number to a Book Shop Manager or to the Chair immediately by leaving a message on the Friends workroom phone (ext. 8278).

NO Customer Holds

• We no longer keep customer holds in Main Shop, due to lack of appropriate space and because we have found it unwieldy for us to execute even short holds. Should a customer want to know why, here are the primary reasons:

1) Many holds are never picked up. This takes them out of our inventory for a time, and causes us double the work when we shelve the same item twice. This problem is particularly acute on Collectible Sale weekend, when items tucked away miss their opportunity for sale to the unique group of Collectible Sale buyers.

2) As an all-volunteer enterprise, the Book Shop has many people handling every aspect of our work, each devoting at maximum only a few hours a week. We need to keep operations as simple as possible in order best to work with our resources. Holds seemed to take a disproportionate amount of time and caused many unpleasant customer issues.

• HB does offer hold service: Ask the customer to fill out the pink "hold" sheet COMPLETELY and advise him/her to read the conditions completely. Place items in a white bag, tape it shut, staple the cash register receipt (if the item is paid for) to the pink "hold" sheet, then tape the pink sheet to the top of the bag with the customer’s name visible, and place the bag in the hold area. If the hold area looks full and you have the time, review the holds for any “expired” holds. If the pick-up arrangements have not been honored, please alert the Manager.

NO Customer Search Requests

• It is expected and appropriate for Volunteers to assist a customer in the Shop to find a particular title or author. You may find it helpful to use the Library Catalog – accessible through an icon on the Shop Computer desktop -- to find the name of an author or book title should the customer need help

T1 5 of 8 1/2008

04/21/08 Page 31 of 217 remembering. However, at Main, we no longer take on written customer requests because the “find rate” was low and took too much volunteer time. HB does honor customer search requests on a limited basis, as the Manager determines appropriate.

Training New Volunteers

• You may be called upon to train new volunteers. If so, the Volunteer Coordinator will so advise you. Follow the steps in the “Training” portion of the Volunteer Handbook.

Setting up Seasonal and Holiday Displays

• You may be asked by a Manager to help set up one of our seasonal or holiday book displays. We have a signage file and save major holiday books (Christmas, Halloween, etc.) all year. We often supplement by pulling books from throughout the Shop that tie in to the current theme. Sometimes a major event provides an immediate inspiration (major author’s death, election day, Super Bowl, etc.) Feel free to suggest additional themes should inspiration strike you.

Lost Items

• Keep them at the Shop desk for the day, then take them to Library staff at the close of the day’s last shift.

Free Books Program

• Free books are available to Stamford nonprofit agencies, Stamford Public School teachers and teachers from Stamford private (nonprofit) or parochial schools. This applies only to books for their program, not personal purchases. Give each inquirer the Friend-to-Friend program brochure alerting them that they may qualify for free books. Please read the brochures yourself and familiarize yourself with the program rules. They may take from the Shops for free up to ten regularly priced books once a month, so long as they fill out the appropriate yellow form (see Friend-to-Friend Redonation Record). Ensure the Record is filled out completely and place it in the Manager’s Box.

Used Book Shops Security Policies Shop

As we grow, we periodically need to review our procedures both as to customer needs and volunteer protection. We now are a fairly large operation – more than $200,000 in cash, checks and credit card slips will pass through our hands this year. We take seriously our fiduciary duty to protect both the Friends organization and each other from harm – both physical and as the result of misunderstanding.

For the most part, the Shops remain the friendly, relaxed places they always have been. Security issues arise mostly at the Main Shop and mostly without anyone knowing about it. Several years ago we had some outright theft by a con man volunteer. Occasionally we suffer customer shoplifting incidents and some (unproven and unlikely) concerns of Sales Volunteer theft and “skimming.” We also have had some difficult customers.

Always try to maintain good relations with the public. Never, under any circumstances, no matter what you might suspect, accuse a customer of taking a book or removing a price sticker. Most issues can be resolved quietly by seeking the Security Guard or a librarian at the circulation desk for advice or assistance if necessary.

T1 6 of 8 1/2008

04/21/08 Page 32 of 217 Additional security policies:

Cash Register and Credit Card Machines: The installation of such machines, originally considered as a convenience to the customers and a way to increase sales, has greatly improved our cash control system. Every transaction is recorded, making totals calculations easier for volunteers. See elsewhere in this Manual for the details.

Working in Pairs Prevents Misunderstandings: Whenever volunteer staff is sufficient, each Shop shift has at least two volunteers scheduled to work together. By doing everything together, volunteers protect themselves and the Friends from real and perceived problems. The shift volunteers TOGETHER should:

• Count the cash at the beginning of each shift. There should always be exactly $100.00

• Provide every customer with a cash register and, if applicable, a credit card receipt.

• Count the cash at the end of every shift.

• Confirm the envelope amounts in all categories (cash, Z-1 tally and enclosures), write them on the envelope, and sign it. The drawer should always end with exactly $100.00.

• At HB only, ensure that the proper cash amount matching the envelope deposit is written in the Desk Manual.

• Deposit the envelope in the circulation office safe (at Main) or the cash box (at HB).

• Lock up the extra till at Main; place non-working till in closet at HB.

• If possible, do not require one person to close up, count the money, and deposit the envelope alone. This is for everyone’s protection.

Difficult, Sick or Suspicious Customers. Most of our Shop hours are spent with fun, pleasant and interesting customers. Occasionally, we do experience a “difficult” customer. This policy, based on the Library’s Guidelines, is to help Volunteers respond to such situations. First, a few points to consider:

• Nothing is more important to us than Volunteer safety, enjoyment and comfort – not the cash till, not the Shop inventory – NOTHING.

• Because we serve a diverse community, some customer behavior that seems rude, scary or odd to one Volunteer might go unnoticed by another Volunteer or in another setting.

• Each of us has a different tolerance and sensitivity to “difficult” customers. This is one reason we like to schedule at least two Volunteers together each shift.

• Unusual behavior sometimes indicates a medical episode rather than the personality or behavioral issue it first appears to be.

• Be assured we never want you to disobey your instincts, even if it turns out later that you misread a situation.

T1 7 of 8 1/2008

04/21/08 Page 33 of 217

If at any time a customer makes you feel uncomfortable, you may exercise any or all of these options:

ACTION AT MAIN AT HB Go get or call out loudly for Dial 8279 - Security Guard Dial 8291 - Staff staff assistance. If staff is not within earshot or view, dial the Dial 8261 - Staff phone for help.

Call the switchboard and report Dial 8298 Dial 8298 that you are having a problem. The receptionists are trained to assist in these matters.

Leave the shop altogether. Proceed to nearest staff member Proceed to nearest staff member. Leave the cash if you must. or go into Starbucks.

Dial 911, and then attempt to Dial 9 then 911 Dial 9 then 911 contact a staff member.

T1 8 of 8 1/2008

04/21/08 Page 34 of 217 Friends of Ferguson Library Used Book Shop Committee Manual

Keeping the Shop Beautiful – or “What Should I Be Doing Now?”

You are in the Shop and are wondering what to do. This List will help you get started

Straighten Up the Shop: 1. Replace un-shelved and mis-shelved books to their proper shelves and spots. 2. Straighten shelves, adding bookends as appropriate. 3. Refill empty display easels with good-looking “face-out” books from the same area, including in the display cases. Make sure each book and its easel are the appropriate size for each other! 4. Alphabetize (by Author’s Last Name) a. General Fiction b. Science Fiction c. Mystery d. Classics e. Biographies (by SUBJECT’S last name) 5. Change out all “New Arrivals.” At Main, use only Non-Fiction from the Workroom “Hot Shelf.” 6. Change out all “slat wall” display easels with nice face-out books from that area. 7. Dust all shelves and shelf tops, including Starbucks. 8. At Main, straighten Starbucks books, check for any holes that need filling (fresh, new, regularly priced stock only. Be sure they are price-stickered) and fill easels there with sticker-priced books. 9. Windex glass cases and interior shelves 10. Check supplies and refill/replace as needed, or leave a communication slip in the Manager’s Box. 11. At Main, check the brochure rack by Shop’s Lobby entrance and the customer counter flyers (in the black frame). Weed past-date event brochures and notices. 12. At Main, check the magazine rack: Keep current and (maybe) just past issues only; No AARP, Pause, Pregnancy, or Diabetics magazines. Dust and remove crumpled papers out of the bins. Oversize and undersize magazines go in the floor basket. 13. At Main, rewrite/Update the two White Boards. 14. At Main, combine any “overflow” boxes and remove empty boxes to the back, if possible. 15. Any other tasks that may be posted at the desk or in your VIKI mailbox.

Sort, Clean and Shelve New Donations:

1. Leaving one person to attend the register, work at unpacking, cleaning, and first sorting. 2. Sort from the Workroom “donations carts,” from the “airlock” or from the “donations” shelves in the Shop (Main) or from the sorting counter or the donation bin (HB). 3. DO NOT sort anything from the Library’s white canvas bags!

4. At Main, bring all second-sorted books out to the Shop for shelving. At HB, shelve second-sorted, ready- to-shelve books.

If you see another job you think needs doing, please speak to a manager about this. Our best ideas come from our volunteers. We appreciate all that you will do!

T1 2/2008

04/21/08 Page 35 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Visual Glossary of Some Book Shop Terms At the Main Shop

The Donation Shelf A “Face Out” Book Program Literature Rack

A Book End

“The Beast”

Outdoor Cart

Children’s Collectibles Case

The White Board

An “Easel”

T1 1 of 3 2/2007

04/21/08 Page 36 of 217

New Arrival Shelf #1 Desk Key Box Picture Book Bin

Collectibles Cases

New Arrival Shelf #2 Seasonal Display Table

Price List

“Sparkle the Dog” See her sister, Ginger, at the HB Shop

T1 2 of 3 2/2007

04/21/08 Page 37 of 217

A Sorting “Shelf Rank” The White Tag and Four Strip Light Theme Display Table Switches (on perimeter bookcase sides)

Main Sorting “Front Shelf” Paperback sizes: Trade, “Back Shelf” Mass Market and Other

Customer Forms Rack

A “Brochure Rack” A “Slat Wall” with an Empty Easel Case Light Switches (located behind the glass cases)

T1 3 of 3 2/2007

04/21/08 Page 38 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Pricing Policy

The Book Shop default price policy approach: 1. saves much volunteer time; 2. reflects that we sell “wholesale”; 3. is determined by the typical flow of inventory in (donations) and out (sales and redonation); 4. is designed with the needs of price sensitive customers in mind; 5. reflects the significant diversity of our customers and our City: low-income families, high-income families, dealers, collectors, bibliophiles, lunch-time business crowd and library staff; 6. is an evolving statement, open to discussion and feedback from volunteers and customers. The last full review was September, 2007. Policy discussion and conclusions are included in the Book Shop Committee Minute Book; 7. always is overridden by one of our own price stickers; and 8. addresses book categories that the Committee has determined typically are oversupplied, slow moving, or promote literacy: White Tag Books Children’s Books

Collectible and Rare Books

Books designated ‘Collectible’ (fun but not necessarily valuable) and/or ‘Rare’ (valuable) are priced with aid of volunteer on-line research. If an item is consistently worth $100 or more online (retail prices), it may be consigned to a professional dealer for listing on-line. Otherwise, in-Shop pricing is 20% -35% of market retail price.

Current Default Price List (i.e., unless otherwise marked)

Hardcover Books $2.00 Hardcover Library Discards $1.00 Paperbacks/Graphic Novels $1.00 Children’s Books Hardcover $1.00 Paperback 50¢ Comic Books 50¢ Magazines 50¢ and up White Tag Items 50¢ or 3 for $1.00 Other Media Audio Cassette Tapes (HB) 50¢ per cassette (NB: multi-packs priced as a whole set) Video Tapes $1.00 per cassette (NB: multi-packs priced as a whole set) CDs/DVDs $2.00 per disk (NB: multi-packs priced as a whole set) Vinyl Record $1.00 per disk Software $2.00 per disk Ephemera 10¢

T1 1/2008

04/21/08 Page 39 of 217

Friends of Ferguson Library

Used Book Shop Committee Manual

Cash Register Instructions

The purpose of the cash register is to help us track revenues, customer counts, and inventory by category, and to serve as a definitive back-up for any accounting questions that arise.

Turning Cash Register On/Off

The register keys are (at Main) in the Desk middle drawer on a yellow lanyard or (at HB) on a red, white and blue lanyard in the Cash Box. Use the red key to turn the register to REG to turn it on and off. The yellow key locks and unlocks the cash drawer. Lock the drawer and turn the register off at the end of the last shift.

If your shift starts when another shift is ending, switch tills with the next Volunteer by using the second change till. At Main, the desk key is in the Desk Key Box on a blue lanyard. At Harry Bennett, the second till is in the closet.

T1 1 of 9 01/2008

04/21/08 Page 40 of 217

Count the till you use at the beginning and end of shift. You may use the two tills for EVEN exchange so long as each till ends up the shift with exactly in $100, in a variety of bills and coins.

Using the Register

• You don’t need to use decimal points. The machine places them automatically.

• The drawer opening is your sign that whatever transaction was going on is complete. A “C” (Change Due) or “F” (Transaction Final) on the screen also shows the transaction is complete.

• If the register gets hung up, it is likely because the register thinks whatever transaction it is in the middle of has not been completed. Typically one of the following will correct it: 1. Push “clear”, “NS”, or “cash” to clear an “E” (Error). 2. If the drawer is locked – unlock the drawer with the yellow key. 3. If the register is in the wrong mode -- turn red key to “Reg” mode. 4. Turn the register on and off with the red register key. 5. Turn the register’s power strip on and off.

• Be sure to hand each customer his or her receipt. If they don’t want it, throw it away.

Remember!

The register records every keystroke (intended or not!) by time and date so we can determine not only the shift’s and week’s total sales but also the number of customers and number of items sold in each price category. The Book Shop Committee pores over this information carefully. Also, the register receipt gives the customer an accurate record of his or her purchase. It helps the Bookkeeper spot any issues that may indicate additional training is needed. This is why entering each item’s price is necessary. If you add up items in your head and then enter the total, you will defeat these purposes!

You may want to use the journal tape to review a transaction you are concerned was mis-entered. Just remove the tape cover. If necessary, lift the journal spool and unwind to the transaction you wish to review. If you can correct any mis-entries through void or refund entries, please do so. You don’t need to do it immediately so long as it’s done at some point during your shift.

BUT – if after all reasonable efforts you aren’t sure whether you have corrected it, don’t worry. Just make a note to the bookkeeper on the shift envelope, enclose any receipt you think may be helpful, and go on.

If ever something goes wrong or you “just can’t get it,” inform a Manager who will try to help you figure out what went wrong and, if need be, arrange assistance or training until you get more comfortable with the register.

T1 2 of 9 01/2008

04/21/08 Page 41 of 217

Your Z-1 Tally

• At the end of your shift, insert the red key into the register and turn it to X1/Z1. NOT X-2/Z-2!

• Then hit the “Shift Report” key (grey middle keypad, lower right corner) and then the “Print Report” (Cash) key. The machine will print out a tally of your total shift sales (following some cumulative info you don’t need to worry about). The tally will display a count of each item sold by price and grand total for your shift. It also breaks down the grand total by cash, check and charge (credit card). This “flash report” “zero’s out” your shift, so if you don’t do this, your sales will be in the next shift’s tally.

• Your shift proceeds should match your Z1 tally, so if it doesn’t:

o recount it, or have another volunteer recount it; o examine checks and charges to make sure you pushed the right final (cash, check, charge) key; o examine you Z1 tally to see if anything jumps out at you (strange odd prices, voids, etc.); and o if after all that you don’t understand it, DON”T WORRY! Just make a note of it to the bookkeeper in the appropriate area on the envelope so that the “total sales enclosed” number you fill in matches the actual amount enclosed.

• DO NOT adjust your envelope amount to match the Z1 tally by leaving a shortage or overage in the till because that will affect the next shift that uses it. Leaving the till at exactly $100 is more important than matching the Z1 tally!

• Insert the Z1 tally tape in your envelope along with the shift proceeds.

Keying in Book Prices and Finalizing the Amount Due Single, regular priced item Item button at Preset Price ($1.00, $2.00, etc.) to be entered

***Optional Shortcut with Number of items on gray keys “@” Preset Price Key. multiple items at the same price

An item that doesn’t match Key in price manually on gray keys FIRST, then hit the “Odd a preset price key Price” key. (Note: “Membership Sales” and “Bus Fare” each act as their own “odd price” keys)

Once all items are rung in Hit green “Total” button

To give a member discount AFTER Total, hit “Member Discount” key. Then hit green “Total” button again.

T1 3 of 9 01/2008

04/21/08 Page 42 of 217

Accepting Payment Exact Cash After hitting “Total,” hit orange “Cash” key. Drawer will open and screen will show “F” (final) and no change due.

Cash with Key in on gray keys the cash amount given, then press orange “Cash” key. Change Drawer will open and screen will show “C” (change due) and the amount to return to the customer.

Big Bills We generally do not accept $50 or $100 bills unless the purchase justifies it (i.e., the change to be made is minimal). Checks After totaling the amount due on the register, receive the check from the Accept exact amount customer, press the orange “Check” key on the register. only – NO CASH BACK. For out of area Because you are accepting the exact amount due, you don’t need to key in check, verify Picture ID, write the customer’s the amount. Leave the check in the drawer until you close out your till, Driver’s License # on then enclose in your shift envelope. the check. Credit Cards After totaling the amount due, process the credit card (see below), and then We accept Visa and press the orange “Cred” key. Because you are accepting the exact amount MasterCard credit and due, you don’t need to key in the amount. non-pin debit cards. Look at the card, check the signature and expiration date. For large

No American Express purchases, you may ask for a photo ID, same as with a check. or Discover. Place the signed credit card receipt in the Register drawer and in your shift envelope, just like a check.

Refunds

Refunds are only given in cases of defective media. If the refund on a credit Refunds card purchase, the customer must present the original credit card and credit card receipt to obtain ANY refund. Process the refund on both the register and the credit card machine, just like a purchase.

Enter the refund amount on the just as you would a purchase. Hit the pink “Refund” button. Hit the “Cash” or “Credit” button as appropriate. The refund amount will show on the register as “Change” and the register drawer will open. If the refund is based on a cash purchase, hand the customer the correct cash amount.

If the refund is on a credit card, swipe the card, hit the refund button and follow the screen instructions, which will require you to enter the receipt transaction number, the amount of the refund, etc. A customer signature also is required. (Technically, a same-day refund can simply be voided – but either works -- See credit card instructions for more detail.)

T1 4 of 9 01/2008

04/21/08 Page 43 of 217

Voids

“Button Void”: Use the Void BUTTON not the Void Key Setting Void Mistaken To void the last entry, just hit the “Void” key. Screen and entry tape will show a minus. BEFORE For a previous wrong item during the same ring-up, but before finalizing a finalizing the sale, hit the “Total” key (this is a sub-total, in transaction effect) then the “Void” button, then the applicable Price (Transaction is final if button. Screen and tape will show a minus. Re-total and you’ve hit a red key – Continue on to finalize the sale. cash, credit or check – and drawer has opened)

“Key Void” Use the Void KEY setting not the Void Button Setting.

Turn the red register key to “Void” and leave it there until Void Mistaken done. Using the receipt or journal tape from which you want entry to void as a reference, re-enter each item you want to void. Hit “Total” and then hit the same “Cash/Check/Credit” button AFTER as the sale used. The machine will print out a receipt showing all the voids. Put this in your envelope with your tally sheet. finalizing a BE SURE TO RETURN THE KEY TO “ON” AFTER transaction COMPLETING A VOID!!! (Transaction is final if you’ve hit a red key – This does not have to be done immediately after an cash, credit or check – and drawer has incorrect transaction. You can re-ring the customer opened) correctly while he is standing there and take care of the void after the customer has left.

T1 5 of 9 01/2008

04/21/08 Page 44 of 217

Miscellaneous & Trouble Shooting

Hit the brown “CLR” (Clear) key. Clearing an

“E” (“Error”) If that doesn’t work try hitting “Cash” or the red “N/S Open” on the screen keys.

Open Drawer Need to clear any Errors first. Hit “N/S Open” key.

IF ALL ELSE Revert to the manual method, out of the second till if necessary, FAILS!! and let the customer go. If you know what to do, make a register correction when you have a quiet moment. If you’re not sure, Never keep a make a note on your envelope, contact a Manager (at home if customer waiting! necessary), and go on.

The Register Tape Rolls --Jammed Jammed Tape If you see the receipt tape start to accordion, just reach in, using a pen if necessary, and pull it out. If that doesn’t work, open the tape cover (“register housing”) and re-thread it through the proper slot, following the steps shown below.

Pushing the “Receipt Advance” button after each sale will help prevent this.

Replace the printer cover.

T1 6 of 9 01/2008

04/21/08 Page 45 of 217

The Register Tape Rolls -- Changing Changing a If color stripes appear on a tape, it is almost empty. See the illustrated Tape directions below, after reading these tips:

• Lift up the back of the register housing/tape cover. NOTE NOW HOW THE TAPE IS THREADED!! • Remove the empty roll, ripping tape as necessary and advance through any remaining tape by pushing the appropriate “receipt” or “journal” advance button. • If you are replacing the journal tape, lift up the black-geared roller out of its cradle and twist the used tape off. Put a rubber band around it, Mark it “Main,” date it, and leave it in the Manager’s Box. • The extra tape rolls are (at Main) in the bottom desk drawer or (at HB) shelved in the right-hand bottom drawer under the desk. • Make sure the end is straight and fold it over about 4”, creasing the fold hard. • Thread the tape as far as you can into the metal slot while pushing the appropriate “receipt” or “journal” advance button. It should catch and come through. • If you are replacing the journal tape, after advancing it through the slot, re- thread it back up into the geared spindle, then replace the spindle into its cradle. Make sure it winds properly when you advance the tape. • Replace the register tape housing, making sure the tape receipt is threaded out through its slot.

CONTINUED…..

T1 7 of 9 01/2008

04/21/08 Page 46 of 217

CONTINUED…..

T1 8 of 9 01/2008

04/21/08 Page 47 of 217

T1 9 of 9 01/2008

04/21/08 Page 48 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Use of the Credit Card Machine

The credit card machine and cash register are not tied together electronically. You ring up the sale on the register, process the credit card payment and then accept the signed credit card slip just as you would a check or exact cash, pushing the “Cred” button instead of the “Check” or “Cash” button on the cash register to finalize the sale. There is no minimum order amount to use a credit or (non-pin) debit card.

Overnight Report

The credit card machine processes the day’s payments overnight and generates a report. If you come in first shift and find the overnight report printed out on the credit card machine, please tear off and place in the Manager’s Box.

Important

Always take a quick look at the credit card to be sure it looks authentic and is signed on the back. Place all signed customer slips in the register and then in your shift envelope, just as you do cash and checks.

Step-wise Procedure to Accept a Credit Card Payment:

• Arrive at a “Total” due on the cash register.

• Swipe the customer’s credit card (magnetized tape outward) through the credit card machine.

• The credit card machine screen may ask for the last four digits of the card number. If so, type in the numbers and press “Enter.”

• Return the card to the customer.

• Key in the amount due from the Cash Register Total. No decimal needed. Push “Enter.”

• The screen will show the transaction processing.

• Once the screen says approved, the slip will print out for signature. Tear off the slip and hand it to the customer to be signed.

• While the customer is signing, push “Enter” to print out the customer’s copy.

• Take the signed slip from the customer.

• Push the “Cred” key on the register. The drawer will open and the register receipt will print out.

• Place the signed slip in the till.

• Give the customer the credit card, cash register receipt, the credit card receipt copy and the purchased items.

• See the following step-wise instructions:

T1 page 1 of 2 01/2008

04/21/08 Page 49 of 217 Selections from the Credit Card machine -- pamphlet also is in the Desk Manual:

Card Not Present:

Voids Must Be Done the Same Day:

Refunds Can Be Done the Same Day or on Another Day:

T1 page 2 of 2 01/2008

04/21/08 Page 50 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Practice Checklist for Ringing Up Sales at the Register

Training Mode on: Insert red register key and turn all the way to left, to Program (“PGM”) Enter 2910 on the gray keys “.” (to the right of “00” on the gray keypad) @ Cash. Return red key back to “REG.”

Training Mode off: Insert red register key into and turn all the way to left, to Program (“PGM”) Enter 2911 “.” @ Cash. Return red key back to “REG.”

1) Customer buys a $1.00 book, and gives you $20. Get the register to tell you how much change to give her.

2) Customer buys three adult paperbacks. Key in 3 @ $1.00. Understand why you do not just punch in $3.00.

3) Customer buys one paperback, and one hardcover. You key in $1.00 and then $2.00. You haven’t pressed “total.” Customer then tells you he doesn’t want that $2.00 book after all. How do you void that $2.00?

4) Customer buys one paperback, and one hardcover. You key in $1.00 and then $2.00. Customer then says she doesn’t want the paperback. How do you void that paperback entry?

5) Customer buys one paperback, and one hardcover. You key in $1.00 and then $2.00. After you press total, accept $3.00 in cash, hit the cash key and open the drawer, the customer says she doesn’t want the paperback. How do you void that paperback entry?

6) Customer brings you a videotape that he bought from us, but can’t play. He asks for a $1.00 refund. How do you execute this? Understand the difference between a refund and a void.

7) Customer buys three adult hardcovers and an adult paperback. He asks for the member discount. How do you put this into the register?

8) Customer presents you with a free adult book coupon, and buys one hardcover book and two paperbacks. What do you tap into the register, and what do you do with the coupon?

9) Customer buys an $11.00 book. He wants to put it on his American Express. What do you say?

10) Customer buys an $11.00 book. He wants to put it on his Visa. How do you do this?

11) Customer wishes to buy 3 CD’s, and writes a check. What is the register sequence?

12) Customer wants to buy a membership. How do you ring that up?

13) Your shift mate asks you to reimburse him for bus fare. How do you do this?

14) A customer asks you to hold books for her. What parameters do you observe and what is the procedure?

T1 1/2008

04/21/08 Page 51 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Answers to Register Practice Checklist

1) Key in $1.00 on the white pre-programmed price key. Hit “Total”. Key in $20.00 on the gray keys. Hit “Cash.” The Register will show you owe $19.00 in change. The customer also sees this amount, plus calculating change in the Register prevents you or the customer from having to make change in your head.

2) Do NOT just push the “$3.00” key. The proper method is to hit “3@ $1.00” or “$1.00” three times, because this helps us gather accurate data about our sales. We keep track of how many books we sell, and at what price. If you just hit $3.00, we’ll believe that we’ve sold one $3.00 book. If you hit 3 @ $1.00, we understand that we’ve sold three books.

3) You push the pink Void button on the register. Screen and tape will show a minus number (-$2.00) which reverses the LAST ($2.00) entry. Then hit “Total.” Your register will show a total of $1.00 due, representing only the $1.00 book. If you haven’t yet Totaled the transaction, the Void button reverses the last entry.

4) Since it isn’t the last entry you need to cancel out, you push the Total button, creating a “subtotal,” THEN hit the pink Void button. Next, go back and re-enter that unwanted book again ($1.00). Press Total again. The $1.00 will be subtracted out. You then can continue ringing up the order, eventually pressing the final Total. Finish by entering payment. Hitting the Total button does not finalize the transaction. Only pressing the appropriate payment button (cash, check, or charge) and opening the cash drawer does that. After pressing the Total button but before pressing the payment button, you can reverse any entry made during the transaction. This is useful when you suddenly discover some white-tagged books were charged at regular prices, etc.

5) Understand that the customer only owes you $2.00. Take his money, make the proper change, and let him go. If he doesn’t need his receipt, tear it off and set it aside for you to correct the register when you have a quiet moment. If he needs his receipt, make a note to yourself that you need to void $1.00 off the register.

When you have a quiet moment, take out the register key from the second drawer. Insert it in the register, and turn the key counter clockwise to “Void.” From this setting, whatever you type into the register will be a negative number. Leaving the key in the register, enter $1.00. Enter “Total.” Enter “Cash.” The drawer opens. You close it. This will finalize the void. Turn the register key back to its “Register” position.” Remove the red key and replace in the drawer. Take the receipt, which has the letters “VD” on it for “Void” and place it in your shift envelope.

6) First, throw out. the defective media. We don’t want to sell it again! Hit the pink “Refund” button. Hit the $1.00 button, which is the amount the customer paid for the video. Hit “Cash.” Refund amount ($1.00) shows up on the register screen as “C” (change). Drawer opens and you hand the customer $1.00. The difference between a refund and a void is significant, again, for record-keeping purposes. A void signifies that we changed the transaction at the register, for some reason. A refund indicates that the customer returned defective merchandise. Remember, we only refund for defective media (videos, CD’s, tapes and DVD’s, etc.) so if the amount requested is more than $1.00 - $2.00, please request Managerial assistance. We do not refund for defective print media. Our reasoning here is that the customer can fully examine print material before buying. He’s taking other media on faith. Use your judgment or call a Manager, if needed.

7) Ring 3 @ $2.00. Ring $1.00. Hit “Total.” It is crucial that you hit “Total.” If you hit “Member Discount” before you hit “Total,” the register will apply the discount to the last item only. Hit “Member Discount” key. Hit “Total” again. Proceed with “cash”, “credit,” or “check, as appropriate. Our member discount is 10%. T1 1 of 2 1/2008

04/21/08 Page 52 of 217

Please promote membership by asking each customer before you finalize the sale, whether he or she is a member. This plants the notion that the customer might consider becoming a member. Stick our membership brochure in the bag as you hand over the books.

8) Coupon is for “one regularly priced book.” The customer is entitled to use it anyway she wants so long as the book is “regularly priced.” So the customer may buy the hardcover with the coupon, and buy the other two books. You ring up 2 @ 1.00 but there’s no need to ring up the coupon. Green coupons are for children’s books, so the maximum price of a free children’s book would be $1.00 for a hardcover. Adult book coupons are blue and the maximum priced free book would be $2.00 for a non-Library hardcover. DON’T FORGET TO CHECK THE COUPON EXPIRATION DATE! Ensure the coupon is filled out COMPLETELY AND LEGIBLY with the customer’s contact data, then place it in the Manager’s Box. Remember, we’re trying to build a comprehensive database for customer information.

9) “I’m sorry. We don’t take American Express. Would you like to put that on your Visa or MasterCard?” We also do not take Discover Card.

10) Key $11.00 into the Register on the gray buttons. Hit “Odd Price.” Hit “Total.” Take the credit card. Check the signature on the back of the card. Check the Card’s expiration date. See if the written name on the card conforms with the gender of the person standing before you. Now run the card through the credit card machine. You may be prompted to enter the last four digits of the card number. If so, type in those four numbers and press “enter.” If not so prompted, you will see the entire card number, so just push “Enter.” Give the card back to the customer. Key in the amount from the register total without using a decimal point. Press enter. Once the screen says “approved,” the credit card slip prints out. Tear off and hand to the customer. While he’s signing, press “enter” again for him to have a receipt. Now go back to the register and hit the red “Credit” button. Take the signed slip from the customer, and place it in the register drawer, just like cash. Include this slip in your envelope when you close out your shift. You can hit a red payment key (cash, credit, or charge) without entering the tendered amount when accepting the exact payment due. A credit card payment will always be in the exact amount of the purchase and you will never give any change. By the way, the credit card machine and cash register are not linked electronically but we need your Z-1 slip to be correct as to method of payment so we can reconcile them with the credit card statement later.

11) Key in 3 @ $2.00. Press “Total.” Press “Check.” You will never give any change, as we accept checks for the amount of purchase only. Make sure the customer’s address is printed on the check. Ask to see photo ID if the check is from out-of-state and write the customer’s Driver’s License # on the check, including the name of the state that issued the license. Then, write the customer’s phone number on the check if it is not a local check or if you do not recognize the customer presenting a local check.

12) Have the customer completely fill out the paper form for membership (Join the Friends or Support Your Library trifold brochures) or direct him to the online form at the Friends website. If he proceeds with the paper form, make sure we can read the handwriting on the form and that it is filled out completely. Punch in on the gray buttons the membership amount the customer has selected and then press the green “Buy Membership” button. This key works just like the “odd price” key. Note the membership sale on your shift envelope. Include the membership form, with reference to payment method, in your shift envelope. See “Membership Sales” elsewhere in this manual.

13) Enter the fare amount the volunteer needs on the gray buttons, then press the “Bus Fare” button, then hit the red Cash button. We cannot compensate volunteers for more than $2.50 in daily total bus fare. The receipt will enter a negative number. Hand the volunteer his money. Because free parking is available to every volunteer, we do not reimburse parking.

14) At Main, we no longer hold books for customers, even if paid for, due to lack of appropriate space and too many customer issues. HB still accepts holds for up to one week, whether paid or not.

T1 2 of 2 1/2008

04/21/08 Page 53 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Z-1 Tally Sample

#1 #2 #7

#8 #4

#5 #8

#6 #8 01

#8 02 #9

03 #10

05 #11 #12

06 #13

#14 07 #15

#16 08 #17

T1 page 1 of 1 2/2008

04/21/08 Page 54 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Key to Z-1 Tally Sample

Of Interest to the Register Volunteer? #1 Date the last entry in this report was rung

#2 Z-1 Tally number (if an X-1 or a Z-2, it will say that instead) X

#3 Running Grand Total Since Last Cleared – (GT-2 minus GT-3) #4 Positive entries toward Grand Total #5 Negative entries toward Grand Total #6 Grand Total in “Training Mode since last cleared

Pre-set price 01 $2.00 books: # sold, $ paid and % amt. of total shift sales. X Pre-set price 02 $1.00 books: # sold, $ paid and % amt. of total shift sales. X Pre-set price 03 50¢ books: # sold, $ paid and % amt. of total shift sales. X Pre-set price 04 Bus fare: # and total $ (none sold here, so not shown) X Pre-set price 05 Memberships: # sold, $ paid and % amt. of total shift sales. X Pre-set price 06 Odd Price items: # sold, $ paid and % amt. of total shift sales. X Pre-set price 07 $3.00 books: # sold, $ paid and % amt. of total shift sales. X Pre-set price 08 $4.00 books: # sold, $ paid and % amt. of total shift sales. X Pre-set price 09 $5.00 books: # sold, $ paid and % amt. of total shift sales. X # sold, $ paid and % amt. of Pre-set price 10 White Tag Books 3/$1.00 units: X total shift sales. #7 Grand Totals: # books and total $ this shift X #8 Doesn’t Concern Us #9 Net Shift Sales Total X #10 Total # and % of the total of all “minus’ items” (voids and refunds) #10 # items “voided” i.e. using the pink “Void” button #10 # items “key voided” i.e. using the red register key turned to “VOID” mode #11 # “No Sale” this shift #12 Total # Customers and Total Sales this shift #13 Total # cash (CA) customers and cash sales this shift X Total # charge (CH) customers and credit card sales this shift #14 Note there are no checks (CK) this shift X #15 Total Shift Cash X #16 Receipt # #17 Time of Day tally run

T1 1 of 1 1/2008

04/21/08 Page 55 of 217

Shift Envelope - Front

Date: Enter Z-1 Tally # Here ______

Till: # 1 # 2 Total End Cash minus Enclose in the Envelope

Day: S M T W Th F S - $100 = Cash only

Always leave exactly $100 cash in the till! Checks only Shop: Main Harry Bennett

If any of these are included, check the applicable box “yes” Charge slips Shift(s): AM Noon Afternoon Evening 04/21/08 Page56of217 Memberships Donations Bus Fare Envelope Collected Book Shop Starbucks

Total by: Staff ______

Volunteers Used Book Shops Is there anything else you want the bookkeepers or managers to know about? 1. ______

2. ______

Friends of Ferguson Library 3. ______

T1 P11 1 of 2 2/2008

Shift Envelope - Back BEFORE Shift # $$ Packs of 10 x $1 $ Twenties $ Tens $ Fives $ Dollar Bills $ Rolled Coins $ Dollar Coins $ Quarters $ Dimes $ Nickels $ Pennies $ 04/21/08 Page57of217 Total $

AFTER Shift # $$ Packs of 10 x $1 $ Twenties $ Tens $ Fives $ Dollar Bills $ Rolled Coins $ Dollar Coins $ Quarters $ Dimes $ Nickels $ Pennies $ Total $

T1 P11 2 of 2 2/2008

FREE BOOK COUPONS We place these through goody bags, staff raffles, the Purple Bus, etc.

T1 1 1/2008 04/21/08 Page 58 of 217

T1 2 1/2008 04/21/08 Page 59 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

T1 2/2007

04/21/08 Page 60 of 217 04/21/08 Page 61 of 217 04/21/08 Page 62 of 217

Friend-to-Friend Redonation Record

Who is Eligible For Free Books? Local agencies that serve Stamford residents, or are based in Stamford, including educational, civic, government, religious, community, and similar nonprofit organizations. Re-donation is limited strictly to agency use. Resale or further redonation prohibited. Limit: 10 regularly priced books from the Shops per visit. Please, ONE VISIT PER MONTH to the Shops, to ensure enough for all. Set-asides may be available for certain subjects.

Please complete this form COMPLETELY and leave with a Friends Volunteer.

Volunteers: Please place completed forms in the Manager’s Box.

TODAY’S DATE: SHOP (CIRCLE ONE):

MAIN HARRY BENNETT AGENCY NAME: NUMBER OF BOOKS (OR OTHER ITEMS):

ADULT: ______( # BOOKS) AGENCY ADDRESS: CHILDREN: ______(# BOOKS)

OTHER: ______( # ITEMS)

CONTACT’S PERSONAL INFORMATION: COMMENTS:

FIRST NAME: ______

LAST NAME: ______

EMAIL: ______

ADDRESS: ______

CITY: ______

STATE/ZIP: ______FRIENDS USE ONLY: PHONE: ______VOLUNTEER ON DUTY : ______RELATIONSHIP TO AGENCY: LOGGED IN DATABASE: ______

DID YOU KNOW THAT YOU CAN SELECT AS MANY BOOKS AS YOU NEED FROM THE RE-DONATION ROOM?

For more info, call 203-351-8256, visit www.friendsoffergusonlibrary.org/friendtofriend.htm, or email [email protected]

C:\Documents and Settings\friends\Desktop\FORMS\March 2008 Re_donation_Record.doc 3/2008

04/21/08 Page 63 of 217

04/21/08 Page 64 of 217 Using the Book Shop Computers: THE FRIENDS WEB SITE

The Friends’ Web site is the launching pad for volunteer access to the Friends’ computer systems. The Friends’ website is accessible from any computer with internet access and from the Library and Book Shop computers. This system will help all of us work together better and more timely. As a volunteer, you should be familiar with the Friends’ web site so you can:

1. Access VIKI, our Volunteer Information system, where any time you can:

update your own personal contact information

view and print your own volunteer schedule

view and print email and documents from Book Shops Management or the Volunteer Coordinator

view and sign up for open schedule shifts

view and record your volunteer service hours

2. Access our Friends’ membership database, to view the current status of a customer’s Friends membership or to sign up a new member.

3. Access our e-mail service, to sign up yourself or a customer for our various e-mail newsletters.

4. Assist a potential volunteer to fill out an application online.

5. Look up author names or titles in the Library’s catalog.

BOOKMARK this WEB ADDRESS on your home PC: http://www.friendsoffergusonlibrary.org

T1 9/2007 1 of 11 04/21/08 Page 65 of 217 A. Access to VIKI Volunteers who do not have home computers are expected to use the Book Shop computers to access VIKI, view and print copies of their personal schedules, post their own hours, etc.

1. Click the VOLUNTEER LOGIN:

2. The VIKI Login Screen will appear:

• The Login Name is the email address listed in the volunteer’s profile. Volunteers without real email addresses are assigned a fake email address (i.e. [email protected]), which works only to allow VIKI access and use. • If a volunteer changes her email address she should make sure to change it in VIKI (using the Profile Tab). • The initial Password assigned by the system for all volunteers is friends. Each volunteer should make sure to change it in VIKI to a password of her own choice (using the Account Tab). • If a volunteer forgets his password he can click on Forget your password? and he will be sent his password by email.

T1 9/2007 2 of 11 04/21/08 Page 66 of 217 3. The VIKI home screen will appear:

Volunteer information is usually accessed from various TABS. NOTE: Some TABS can be accessed also from the BOX LINKS on the VIKI HOME page:

MY SCHEDULE (for viewing)

TIME SHEET (for posting your volunteer hours)

MAIL (for messages)

MY SCHEDULE (for sign ups)

T1 9/2007 3 of 11 04/21/08 Page 67 of 217

USE OF TABS

HOME Tab: Allows one to navigate to various information of interest to the volunteer and also to return to key pages on the Friends’ Web Site. Links to key volunteer documents will be provided at a later date.

MAIL Tab: An email feature that has an Inbox only, where volunteers can receive and print emails sent by management. Volunteers cannot reply to or send outgoing email from VIKI. Mail also is accessible from the BOX link labeled “Check messages”.

MY PROFILE Tab: Where the Volunteer’s basic information can be viewed and updated. It is of vital importance that volunteers keep this information complete and up to date, especially email, phone and Emergency Contact information. When updating this information make sure to click on the various buttons after each change!

MY SCHEDULE Tab:

• The Volunteer’s schedule for the current month is displayed with options for viewing prior or future monthly schedules and/or for printing a copy of a monthly schedule.

• Volunteers also can remove themselves from any scheduled assignment by clicking on the shift assignment and clicking on the REMOVE ME button when prompted. This is only allowed 2 or more days prior to the scheduled assignment. For cancellations less than 2 days before a scheduled assignment, volunteers must contact the Volunteer Coordinator directly by phone. When an assignment is removed in VIKI an email message is sent to the Volunteer Coordinator alerting them of the removal.

• MY SCHEDULE also is accessible from the Box Link labeled “Check your schedule”.

T1 9/2007 4 of 11 04/21/08 Page 68 of 217 SELF SCHEDULING:

If a volunteer clicks on SCHEDULE ME on the MY SCHEDULE Screen…

...or clicks on the SIGN UP Box link on the Home Screen

...a screen appears that lists in calendar format those dates where there are openings for which the volunteer is qualified to serve. The volunteer can select a date or an assignment. They then will be prompted to enter the hours/assignment details for which they are volunteering.

MY SERVICE HISTORY Tab: displays the hours served by the volunteer during the current year and a life total (only since April, 2007). Click on the year to get a detailed list by date, which can be printed if desired.

T1 9/2007 5 of 11 04/21/08 Page 69 of 217 TIME SHEET Tab: Allows one to log hours worked. The Volunteer:

• selects the date of service from the calendar • selects the assignment from the drop down list of assignments • enters the number of hours worked

The volunteer will be asked to CONFIRM the entry. If it’s wrong, it can be corrected at this point. If the volunteer discovers an error in entering hours after the entry has been CONFIRMED, she cannot change the entry. She must contact the Volunteer Coordinator for help in making the correction.

ACCOUNT Tab: Allows one to change one’s password. To assure security and confidentiality this should be done with the first Login to VIKI to change the default password of friends to a password of the volunteer’s choosing.

Volunteers can LOGOUT from any screen in VIKI by clicking on the button at the bottom of any screen.

The next screen she sees will allow her to return directly to the Friends’ Web Site only.

T1 9/2007 6 of 11 04/21/08 Page 70 of 217 B. Access to the Friends’ Membership Roster

Volunteers can look up the current status of Friends’ memberships. Note this process will be upgraded to a fully on-line system soon.

To search the list of Friends members:

1. Click on the “FRIENDS MEMBERSHIP” icon on the computer desktop

2. Click on the Toolbar Search Icon

3. Enter all or part of the name to search for

4. View the results (both 2007 and 2008 membership status is shown)

T1 9/2007 7 of 11 04/21/08 Page 71 of 217 C. Access to Friends Newsletter Mailing Lists

Volunteers can sign up for subscriptions to the various Friends’ newsletters and assist customers who wish to do the same. Friends’ membership is not required for subscriptions. The Volunteer Newsletter is not available through subscription -- it is sent automatically and only to our active volunteers.

1. Click on the NEWS icon.

2. When prompted, type an email address in the box and click on GO.

Enter your email address below. Then choose your mailing lists on the next screen.

Go Email:

3. Fill out the Newsletter form (sample below) to sign up for any/all of our newsletters.

NOTE: Name & Postal Address Information is optional for receiving email newsletters.

4. Click on the SUBMIT button to complete.

T1 9/2007 8 of 11 04/21/08 Page 72 of 217 D. Assisting Book Shop Customers

The Friends’ website is the place to direct customers who need various forms for membership, volunteering, signing up for newsletters, etc. Some links allow the customer to print paper versions of forms. Some links allow customers to fill out and submit online versions of forms. Volunteers should direct customers to the Friends website home page where they can click on various links, as needed.

OUR WEB ADDRESS: http://www.friendsoffergusonlibrary.org

T1 9/2007 9 of 11 04/21/08 Page 73 of 217 On the Book Shop PC’s, Volunteers also can access the Library Catalog from the Friends website to assist customers to identify an author, title or similar information.

1. Click on the Library link on the Friends website

2. Click on Catalog Search. You’ll be redirected to the Ferguson Library website. Click on catalog

3. Enter the search information

T1 9/2007 10 of 11 04/21/08 Page 74 of 217 E. Book Shop Computer Use

Volunteers do not need a password to use the Book Shop computers. Volunteer Managers do need a password to access additional features and software.

The Book Shop computers use the Windows Vista operating system. Its new Internet Explorer uses icons to direct printing. Click on the printer icon on any screen to get printed output.

Feel free to take home a copy of this training manual and start using VIKI there!

The Book Shop Computers are for Friends’ business use ONLY.

Please refrain from personal uses.

T1 9/2007 11 of 11 04/21/08 Page 75 of 217

04/21/08 Page 76 of 217

04/21/08 Page 77 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Telephone & Email Quick Lists

Book Donations (203) 351-8278

Volunteers (203) 561-9990

Main Book Shop & Collectible Sale Info (203) 351-8278

Friends Membership or Events (203) 351-8275

Friend-to-Friend Redonation Program (203) 351-8256

Library Staff and Departments See Library Phone & E-mail Directory, which is updated frequently and kept in the Desk Manual

Function Currently Assigned Address Friends Website www.friendsoffergusonlibrary.org Book Shops Chair Robbie Monsma [email protected] Volunteer Coordinator Barbara Leffler [email protected] Donor Pick-Ups David Greif [email protected] Free Books Cathy Ostuw [email protected] Main Shop Manager Aditi Malhotra [email protected] HB Shop Manager Debbie Neiman [email protected] Friends Events As needed [email protected] Friends Communications As needed [email protected]

T1 01/2008

04/21/08 Page 78 of 217 04/21/08 Page 79 of 217 04/21/08 Page 80 of 217 04/21/08 Page 81 of 217 04/21/08 Page 82 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Donation Acceptance Guidelines

Friends of Ferguson Library Book Shops is a volunteer, nonprofit organization that receives, processes and places about 350,000 donated items a year. Part of our mission is to rescue books and keep them circulating in our community. Donations go to:

• The Friends Book Shops (proceeds support the Library’s programs and special projects). • The Ferguson Library to supplement the Library’s collection. • Local schools and agencies free of charge. • Soldiers, Hospitals, Nursing Homes, Prisons, etc.

What Kinds of Items do the Friends Accept?

Our philosophy is to set up as few barriers as possible for book, media, and music donation. Most donors experience our acceptance of their books as a valuable service. Most donors are unable to determine confidently what we do and do not want. Plus, they usually have pride in all of their books, even the ones no one would buy. If they have to think about it too much, they won’t donate at all.

Accordingly, we welcome all the following materials, unless visibly falling apart, moldy, shredded or otherwise too damaged to use. The donation policy is at the website, on the voice-mail, and on brochures throughout the Shop. We clean every item, so mere dirtiness is NO problem. We instruct donors that, when in doubt about an item, please include it and we will make the determination:

• Books – all kinds, any subject, fiction, non-fiction, hard cover, paperback, children’s books.

• Textbooks -- if not badly marked up or overly highlighted.

• Music scores, CDs, DVDs, audio cassettes (at Harry Bennett only) and videos.

• Software that is less than three years old.

• Encyclopedias that are less than five years old or from before 1940.

• Dictionaries and other reference helps.

• Foreign language and ESL materials.

• Classics (fiction and non-fiction), poetry, and plays.

• Art and photography books.

• Recent magazines; vintage magazines (only if collectible due to subject, high quality or design).

• All other vintage material that may have collectible appeal.

T1 01/2008

04/21/08 Page 83 of 217 Thanks for your donation! Friends of Ferguson Library is a 501(c)(3) organization. Your donation helps us support the Ferguson Library’s collection, programs and special activities, and is 100% tax deductible. To document your donation, fill out the postcard-sized receipt (provided nearby) and take it with you for your file, PLUS fill out this log. The Friends will

keep these logs on file to complete your donation documentation. No other signatures are required.

PLEASE PRINT CLEARLY AND COMPLETELY!

Used Books Shop Donation Receipt Log

Dates posted ______to ______Shop: ______

Date First Name/ Last Name Street Address State Zip E-mail address Donation Description

04/21/08 Page84of217

The information you provide here is exclusively for the Friends’ use in servicing its customers and members. It will never be shared with anyone. If you have comments or suggestion, or if you wish to change or cancel your name from our mailing list, please call 203-351-8278 or email [email protected] T1 1/2008

Friends of Ferguson Library Used Book Shop Committee Manual

DonationReceiptSample

T1 1/2008

04/21/08 Page 85 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

“Donation Tag”

Use these to distinguish new donations from other book piles

04/21/08 Page86of217

Donation

T1 1 of 1 01/2008

Main Library One Public Library Plaza Stamford, CT 06904 Corner of Broad St. & Bedford (Atlantic) St.

Northbound on I-95 Take the ATLANTIC STREET exit, exit number 8. Turn LEFT onto ATLANTIC ST. Turn LEFT onto BROAD ST.

Southbound on I-95 Take the ELM STREET exit, exit number 8. Turn RIGHT onto ELM ST. ELM ST becomes GROVE ST. Turn LEFT onto BROAD ST.

To get to the Main Shop from the Harry Bennett Shop

115 VINE RD BROAD ST & BEDFORD ST STAMFORD, CT 06905-2018 STAMFORD, CT 06904

Maneuvers: Distance:

1. Starting at the Library parking lot, turn left, then right out onto VINE RD at the signal. 0.69 mi

2. Turn RIGHT onto NEWFIELD AVE. 1.38 mi

3. NEWFIELD AVE becomes STRAWBERRY HILL AVE. 1.06 mi

4. STRAWBERRY HILL AVE becomes GROVE ST. 0.34 mi

5. Turn RIGHT onto BROAD ST. 0.28 mi

Park in the City Parking lot or parking structure, on your right across from the Landmark theaters, just past the Stamford Town Center (Macy’s / the Mall)

Estimated Time: 0h 8m Total Distance: 3.75 mi

T1 1 of 2 01/2008

04/21/08 Page 87 of 217

Harry Bennett Branch 115 Vine Road Stamford, CT 06905

Northbound on CT-15 Take the CT-137/HIGH RIDGE ROAD exit, exit #35, towards STAMFORD. Keep RIGHT at the fork in the ramp. Merge onto HIGH RIDGE RD/CT-137. Turn LEFT onto VINE RD.

Southbound on CT-15 Take the CT-137/HIGH RIDGE ROAD exit, exit #35, towards STAMFORD/BUSINESS DIST. Turn RIGHT onto HIGH RIDGE RD/CT-137. Turn LEFT onto VINE RD.

To get to the Harry Bennett Shop from the Main Shop

BROAD ST & BEDFORD ST 115 VINE RD STAMFORD, CT 06904 STAMFORD, CT 06905-2018

Maneuvers: Distance:

1. Start out going EAST on BROAD ST toward GREYROCK PL. 0.28 mi

2. Turn LEFT onto GROVE ST. 0.34 mi

3. GROVE ST becomes STRAWBERRY HILL AVE. 1.06 mi

4. STRAWBERRY HILL AVE becomes NEWFIELD AVE. 1.38 mi

5. Turn LEFT onto VINE RD. 0.69 mi

6. Turn left at the first signal, toward the Turn-of-River Middle School and the Harry Bennett Branch Library. Library parking is just beyond the building on the right.

Estimated Time: 0h 8m Total Distance: 3.75 mi

T1 2 of 2 01/2008

04/21/08 Page 88 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

How to Use the Main Library Loading Dock for Donations and Purchase Pick-ups

Large donations and purchase pick-ups made be may in the back of the Main Library. Don’t presume the customer will know about this, so be sure to mention it if appropriate. If you did not see or understand this area during orientation, please take the time to do so. Maps and directions are available in blue notebook on at the Shop desk. You can give one to inquiring customers.

Traveling West on Broad St., customers can be advised to enter off Broad Street (going west toward Washington Blvd.) into the alley between Burlington Coat Factory and Starbucks. Park at the end of the alley wall, next to the sign saying “Stop Here…” The Library loading dock will be on the right.

Or, Traveling South on Summer St., the customer can turn left onto Spring Street, now heading east (one way off Summer St., at the Siena Restaurant). Turn right into the fourth driveway (last before Bedford St.), toward the back of the green Druid Restaurant / Temple Bar. There is a small empty guard station at that driveway. Wind around the bar, and the Library loading dock will be directly in front. Ask the patron NOT to park in the adjacent parking places but to pull up directly in or up to the loading dock.

Donation Drop-off:

Book, movie and music donations can be brought to the back loading dock at any time without an appointment. No one needs to be there when books arrive for donation. Patrons can pull up into or near the loading dock, turn on their flashers, and unload their parcels inside the exterior double doors. These doors are open early in the morning until closing time at night. THERE IS NO NEED TO RING THE BELL! If for any reason those doors are locked, parcels can be left just outside them. Tax receipts are inside the double doors with self-service instructions. Easily carried boxes or plastic grocery bags are requested.

Of course, if a Friends volunteer is working in the loading dock, he or she can provide assistance in unloading. Patrons needing help to unload should call ahead to 203-351-8278. Most people like the convenience of dropping off at the double doors whenever they can make it.

Large Purchase Pick-ups:

Some of our patrons buy many boxes of books at one time and may need assistance loading their purchases into their cars. During the monthly Collectible Sale, we keep a library cart and extra boxes behind the Security Desk. At other times, volunteers can get a book truck from the loading dock vestibule or from the Library circulation area. Boxes are available in the loading dock.

Assist the customer in getting the cart to the back of the loading dock and outside the interior locked doors. He can leave the cart there while he fetches his car. If appropriate, a volunteer can assist the customer in loading the boxes into his car, or leave it to him to do it alone. In either case, make sure the cart is returned to its appropriate place.

T1 1/2008

04/21/08 Page 89 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Main Library Loading Dock

(Instructions on Reverse)

T1 Page 1 of 2 2/2008

04/21/08 Page 90 of 217 (Loading Dock Map Reverse)

How do I get to the Loading Dock of the Book Shop in order to drop off my books?

Be South-Bound on Summer Street.

Turn Left (west) onto Spring Street, at the Siena Restaurant.

Pass the opening to two parking lots on your right, each with a white sandwich board sign labeled “Bennett’s Parking.”

At the next parking lot on your right, before you hit Bedford Street, turn right into the parking lot. There is an little unmanned white guardhouse there for a landmark.

Wind your way south along the back of the green building that faces Bedford Street. You will need to make a slight jog to the right around that green building.

You will arrive at the north side of the Library, the Loading Dock, for book drop off. Look for the “Stop here” sign with the Friends’ logo. Pull up to or into the loading dock. Please do NOT use the merchants’ parking spots on the left.

Or, if you are West Bound on Broad:

Enter the alley between the Ferguson Library/Starbucks and Burlington Coat Factory.

Drive to the end of the Building, just past the first fence opening.

Look for the “Stop here” sign with the Friends’ logo.

Walk through the fence opening into the loading dock.

NO NEED TO RING THE BELL! The outside double doors are unlocked during business hours. Leave books inside the “airlock.” Instructions and receipts are available there. If you see volunteers in the loading dock and need a cart or help, knock on the inside doors. Call ahead to 351-8278 ONLY IF you know you will need help.

T1 Page 2 of 2 2/2008

04/21/08 Page 91 of 217 Friends of Ferguson Library Used Book Shop Committee Manual

Main Shop Parking

T1 1/2008

04/21/08 Page 92 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Potential Volunteers

Volunteers are the lifeblood of our organization. New volunteers are always needed to replace those who leave and to supplement the current active list. Plus, our operation is growing!

Potential volunteers should be greeted graciously and enthusiastically. Make them feel welcome. We all have a part to play in helping potential volunteers become effective members of our team.

Job Qualifications for Volunteering at the Shops:

> At least a sophomore in High School. > Commits to volunteer at least 3 hours/week, > Commit to a minimum of 50 hours service within six consecutive months. > Understand and support our Book Shop Mission > Work hard > Look for things to do > Welcome working as part of a team > Able to work without supervision > Willing to use e-mail and comfortable around computers > Can push a fully loaded book truck > Show up reliably > Contribute ideas and suggestions > Willing to learn new things > Work willingly at any task needed > Pleasant and supportive > Act professionally > Willing to train others > Knowledge of books, literature and culture a big plus.

Should a customer request information about volunteering, you should:

• NOT bring an inquiring applicant to the workroom!

• Offer a copy of the Volunteer Q & A Trifold brochure.

• Explain that ALL applications MUST be completed online at the Friends’ website • Explain to the potential volunteer that we will make contact once the completed application is

received.

T1 01/2008

04/21/08 Page 93 of 217 Please Submit Your Application Online!

Volunteer at the Friends Used Book Shops

Apply online at: www.friendsoffergusonlibrary.org Click the “On-Line Forms” menu, then click “Volunteer”

Our Mission:

"We rescue and re-circulate books, sell quality used books at modest prices, and provide unsold books free to community institutions."

Thank you for considering the Friends of Ferguson Library Used Book Shops. We are delighted you have thought of joining us in our worthy and award-winning enterprise.

Requirements:

All applicants must

Be at least a sophomore in High School. Commit to volunteer at least 3 hours/week, and Commit to a minimum of 50 hours service within six consecutive months.

We are looking for these characteristics:

Works hard Works willingly at any task needed Looks for things to do Is pleasant and supportive Is able to work without supervision Acts professionally Willing to use e-mail and Willing to train others comfortable around computers Understands and supports our Book Can push a fully loaded book truck Shop Mission Shows up reliably Welcomes working as part of a Contributes ideas and suggestions team Is willing to learn new things Knowledge of books and literature a big plus

The Volunteer Coordinator may make exceptions, but these are expected to be very few or none. It is recommended but not required that all volunteers join the Friends of Ferguson Library.

T1 9/2007

04/21/08 Page 94 of 217 Q. Am I insured if something happens while I run with it. Everything we do started as am volunteering? someone’s idea! • Other Friends Committees. The Book Shops Volunteer Friends of Ferguson Library volunteers are are operated by but one Committee of the covered under the Ferguson Library’s General Friends of Ferguson Library Board of Directors. at the Liability policy. Volunteers always are welcome to assist with Friends of Ferguson Library other Committees, including Author Events, the Q. What other assignments are available? Literary Competition, Book & Author Used Book Shops Luncheon, Books for Babies, Membership, IT There are a number of ongoing projects. Committee and others. “We rescue and re-circulate books, Typically, more than one person is involved so sell quality used books at modest prices, and that each day of the week is covered. Basic Q. How do I to sign up as a Volunteer? provide unsold books free to community affinity and skills for the assignment are a First, fill out an application, which is available institutions.” prerequisite, but we will train you thoroughly. ONLY at our website. If your skills and Here are a few ideas among many: availability fit the Book Shops’ current needs, Thank you for your interest in joining ou

the Volunteer Coordinator will arrange an award-winning, all-volunteer Used Book • Triager. Sorting expert helps assess book interview with you. Assuming you and the donations as they arrive and after ‘first sort’ Shops team. We exist only because people jus directs books to the Shop, various redonation Book Shops are ‘a fit,’ you will attend an like you have embraced the challenge o

04/21/08 Page95of217 clients, Collectible Sale, consignment or discard. orientation session. After that, we will arrange running our Book Shops. Wide cultural literacy a big plus. your initial assignment.

• Managerial Team. Managers typically dedicate Q: How do I get in touch with the Volunteer Anticipate lots of good times, as well as hard at least two shifts or more per week to the Coordinator? I still have questions… work, shoulder to shoulder with others who operation, which may be on a single day. share your interest in books, the library, and • The Volunteer Coordinator can be reached at strengthening our community. We need you Book Donations. Arrange or provide pick-up (203) 561-9990 You are not just a vital part of our endeavor services. Increase donation quality and or at quantity. you are its most important part. [email protected] • Friend-to-Friend. Work directly with our Ours is a serious undertaking. Although we redonation clients to coordinate packing and Ferguson Main Library Shop are volunteers, we run our business to pick-ups and develop more redonation clients. One Public Library Plaza professional standards. We count on ou • Marketing. Assist in implementing our (at Bedford and Broad Streets) volunteers to behave reliably and to maintain marketing plan, monitoring advertising, etc. Stamford, CT 06904 a friendly, supportive environment fo everyone. We can only be effective working • Collectible Sale. We always need hands to set 203-351-8278 (Work Room) together conscientiously as a team. up and strike our monthly Collectible Sale and 203-351-8277 (Shop) to research prices. The joy of our Book Shops is first in its people • Data Management. We keep track of our Harry Bennett Branch Shop business through various data captures and 115 Vine Road We are glad that you are considering joining statistical record keeping. (between High Ridge Rd. and Newfield Ave.) us. Stamford, CT 06905 • Trainer. Help teach new volunteers various Before you do so, you may need more aspects of our Shop operations. Help 203-351-8293 information. Read on for answers to incumbent volunteers burnish their skills and [email protected] questions most commonly asked by Book acquire new skills. [email protected] Shop applicants. • Your Idea. Have an idea to improve our www.friendsoffergusonlibrary.org

operation? Let us know and we might let you T1 3 2008 Q. What are the qualifications for Each shift team includes at least one regular Q. What happens if, at the last minute, I am volunteering at the Book Shops? register worker who collects money at the cash unable to work in the Shop?

> register, shelves books, and keeps the Shop tidy. At least a sophomore in High School. At the same time, other shift team members Each Volunteer has a list of all other Volunteer > Commits to volunteer at least 3 hours/week. unpack, sort and clean donated books, research with their email addresses and phone numbers If you are assigned to the register, we expect you > Commits to a minimum of 50 hours service collectible books, and perform other ‘back of the to remove yourself from the online schedule a within six consecutive months. house’ duties. our website and, if your assignment is to run the > Works hard. The Book Shops’ needs vary day-to-day and register, to find a substitute among othe > Looks for things to do. hour-to-hour, as more books are donated, more Volunteers trained to do so. In an emergency > Is able to work without supervision. customers arrive, or the weather changes. The the Volunteer Coordinator will try to do this fo team must continually reassess together exactly you. Too many last-minute ‘call-offs’ or ‘no > Willing to use e-mail and comfortable which tasks to focus on at any given time. shows’ may result in reassignment or dismissal. around computers.

> Can push a fully loaded book truck. Q. How much time must I commit? Q. How will I be trained? > Shows up reliably. All volunteers are required to sign up for a > After initial orientation, volunteers are trained Contributes ideas and suggestions. minimum of one three-hour shift per week and on the job by working with experienced > Is willing to learn new things. at least 50 total hours over any six-month Volunteers. You also will be asked to read and period. We usually can accommodate your 04/21/08 Page96of217 > Works willingly at any task needed. thoroughly understand the Voluntee scheduling needs. We ask simply that shift > Handbook. Is pleasant and supportive. commitments, once scheduled, be honored. > Acts professionally. Volunteers are trained in a succession of tasks > Willing to train others. Q. May I choose at which Shop to work? mastering one before proceeding to the next Everyone starts out learning to clean and sor > Understands and supports our Book Shop Yes, depending on current shift openings. At books, and then to shelve in the Shop. As you Mission. this time we have Shops in two locations: acquire skills and familiarity with the Shop, and > Welcomes working as part of a team. downtown at the Ferguson Main Library and as we get to know each other, you may take on > Knowledge of books and literature a big uptown at the Harry Bennett Branch. Our ‘back additional, more specialized duties. If you have plus. of the house’ operations take place almost a passion about a particular aspect of ou exclusively downtown. operation, we can work to get you into that role Q. If I decide to become a volunteer, what quickly. However, as part of our ‘One Team’ would I be committing to do? commitment, we do encourage willing Everyone, including those who choose a one-of volunteers to consider cross training and It depends on what you would like to do. Most a-kind job, will have experienced Volunteers to working at both Shops as the need arises. This volunteers sort, shelve and sell our books. call on for training and advice. On-going will increase the likelihood that you can land at During that shift you would be a member of a training is a hallmark of our program. the Shop of your choice if its shifts are full at the team. Working together, the team is responsible time you apply. Q. What about parking and bus fare? for customer assistance, recording sales, cleaning, sorting and shelving books. Q. There are times when I will want to take a We have arranged very easy, free parking nea the Main Library. The Harry Bennett Branch ha month or two off. Is that possible? Q. Can you be more specific about my duties? its own on-site free parking. Yes. If the nature of your job requires a year- Bus stops are very convenient to the Main Your duties will depend on your interests, skills, round commitment, you may wish to team up Library. If you take the bus, we’ll reimburse and willingness to learn. We initially train you with someone so that there are two to share the your bus fare at the end of your shift. to do every aspect of the job you are willing and job. So bring a friend or family member! able to learn.

Friends of Ferguson Library Used Book Shop Committee Manual

Membership Sales

Customers and Volunteers are urged to join the Friends of Ferguson Library (Volunteers get a discounted rate); brochures are in the Shop literature racks. Although we accept membership payments in the Shop, the Friends Membership Committee processes and maintains the membership list, acknowledges the payment, and dispenses proof of current year membership. An updated membership list is available on the Shop Computer desktop.

Common Customer Questions About Membership:

Q: “I paid for but never received my membership sticker.” Or “I lost my sticker.”

A: Check the membership list to see if the membership is current. It is possible the customer paid for last year’s membership. Memberships renew on January 1, although payments made after September 1 are counted toward the following year. Also, it may take several weeks for stickers to be mailed. Finally, use your judgment to go ahead and give a purchase discount that day. If the customer still needs assistance, write up their question, name and contact information on a blue Communications Form and drop in the Manager’s Box.

Q: “What do I get for my membership?”

A: Volunteers should be familiar with the latest Friends Membership Brochure and be able to describe benefits enthusiastically, including 10% off Book Shop purchases and at Starbucks (Main Library Shop only).

Q: “What do the Friends do with my money?”

A: In addition to running the Shops, the Friends provide 100% of the budget for Ferguson Library programming, which includes book discussions, children’s fun, teen clubs, movies, literacy lab, computer lessons, etc. The Friends also serve our community directly with the annual Literary Competition for grades 3-12, Book & Author events, Books For Babies, Library collection enhancements, staff development and other support for library and literacy programs.

How to Accept Payment for Membership:

Payment may be made by cash, credit card, or check.

Have the customer completely fill out the form for membership: “Join the Friends” or “Support Your Library” tri-fold brochures. Make sure we can read the handwriting on the form.

• Ring up Membership sales the same as any book purchase, using the gray buttons and then the green “Buy Membership” button for this “Odd Price” (i.e. variable price) item. Do NOT use the book purchase “Odd Price” button, as the “Buy Membership” button substitutes for it and helps us account properly.

On your shift envelope, include the amount of the membership from your shift total. Place the completed membership form into the envelope, and note in the appropriate envelope box that the membership has been paid for, e.g., “Joe Blow, $35 by credit card at 2:45. Be sure to indicate the payment method! The bookkeepers will take care of the rest.

T1 1 of 1 2/2007

04/21/08 Page 97 of 217 04/21/08 Page 98 of 217 04/21/08 Page 99 of 217

04/21/08 Page 100 of 217

Tab 2 -- Sorting and Stocking Procedures

www.friendsoffergusonlibrary.org

[email protected] [email protected] [email protected] [email protected] [email protected]

T2 01/2008

04/21/08 Page 101 of 217 How the Books Flow In and Out of the Shop

Too Many Books! Initial First Second Shops: Customers: Triage: Sort: Sort: Love the Library Shelve in the Clean and Second look by First look. Shop sort by: triagers: Buyers Separate into: F2F Clients Love Books Collectible Sale First Sort Date Price-ups Price-ups

04/21/08 Page102of217 Collectible Condition Category By category Estate Straight to Usability Face out Face outs Shop Salability New Arrivals Starts again F2F Moving Match w/ Starbucks Recycle default price The Beast

Kids gone

Tag Sale Leftovers

Book Drive

Moldy, Usable but Set aside for Look Up. Retail Send to the Librarians Special marked up, not salable, ‘review and less than $100 other Shop take for the requests, torn -- goes consider pricing’ – to goes to Case or collection projects to recycling F2F or the “price at Collectible and set recycling will” Collecti- Sale. Retail asides ble Sale or over $100, to the Shop consign out to or to Look-up online dealer

T2 2-2008

Friends of Ferguson Library Used Book Shop Committee Manual

Sorting and Stocking – Glossary / Philosophy / Guidelines

“First Sort” and “Second Sort” Criteria

The “First Sort” means the cleaning and distribution of donated or library-discarded books as they come in to the Main Library (Main) loading dock and to the bin next to the exit at the Harry Bennett (HB) Branch.

The “Second Sort” is a check on the First Sort, designed to catch any mis-categorizations and to divert items away from regular inventory to other market segments. The Second Sort is the most important quality control procedure we have. Only designated Managers and Triagers do the “Second Sort” and pricing.

In both sorts, volunteers examine each book for the following to determine its gross category:

• Age (Date of publication or copyright date usually is found on the “verso” – back of the title page.) NOTE: Age is a determinant ONLY for hardcover general fiction and mystery. For non-fiction, age is one determinant concerning usefulness, desirability, datedness, etc.

• Condition. We generally only keep really good, clean, fresh condition/shelf-presentable books and media for the Shop. (may be suitable for elsewhere). No pamphlets, hard-to-read or creased spines, ripped dust jackets, spotty jackets, etc. We are slightly more lenient for classics.

• Writing/Highlighting. We generally do not keep books with more than minor defacement.

• Papers laid in or stuck on. Remove any unrelated papers or other items within the pages; ephemera and valuables belong to the Library and should be placed in the Ephemera Box or

given to a Manager. Remove all post-its and similar “stickies.”

• Customer Set-asides. Although we do not generally take customer requests, there are a few steady specialty customers for whom we do set-asides.

• Collectible Sale. Old, vintage, unusual, funky, pamphlets, slightly spotty and other items may end up here.

• The Red Bags are the large canvas transport bags used to transfer excess inventory between Shops. What is transported changes daily, depending on current inventory and circumstances.

• Rare Book Consignment. This may be determined after research and consultation with our expert.

• Redonation. Books not good enough for the Shops but clean and readable, and requested by current redonation clients. The White Board by the back door in the Main Workroom details what types of books we are collecting now, per the Friend-to-Friend Chair.

• Holiday storage (Christmas, Hanukkah, Easter, Black History, etc.) T2 1 of 6 01/2008

04/21/08 Page 103 of 217 Cleaning/Shelving/Stocking

This system is designed to use everyone’s time wisely while leaving the final choice to the Managers about what goes into the Shop. It helps keep junk out of the Shop and ensures that every book is properly cleaned and reviewed for appropriate price-up before it goes out to the Shop.

Step 1 – Everyone o Unpack books as they come in to the donation area. o Immediately throw away moldy, shredded or otherwise unsuitable items. o Place remaining books on the “to be cleaned” cart.

Step 2 – Everyone

o Inspect, dust and clean as appropriate every book.

o Once a book is cleaned, it is moved onto the appropriate “First Sort” shelf.

Step 3 – Managers & Designated Triage Volunteers only o Second Sort and move the “First Sort” books to the “To be Shelved” shelves. o Selected price-ups and price-downs.

Step 4 – Everyone o Move books from “To be Shelved” to the Shop, ready for sale. o Since books are sorted only to gross categories, please pay attention to alphabetizing, sub-headings, etc., when taking books to the Shop!

Price Considerations During the Sort

The default pricing system means that most books can go out without a tag. But that doesn’t mean we shouldn’t consider its default price when sorting a book. When determining whether a book should be reviewed for price up or price down, set aside for manager review, etc., consider the following:

• What is the copyright date of the book? Since we have clear, date-based guidelines, spend no time on a book until you’ve checked to see if it fits inside or outside our guidelines.

• Is there a Dust Jacket? (The book may be more valuable with one.) Be careful to price the jacket with the appropriate post-it or sticker to avoid damage. Use a protective plastic bag or mylar cover if necessary.

• Is there an Author’s inscription? (The book may more valuable with one; set aside for review.)

• Is it a Book Club edition? (The book is probably not valuable.)

• What is the visual appeal (age/beauty) of the book?

T2 2 of 6 01/2008

04/21/08 Page 104 of 217 Special Notes

• Short stories by a single author are treated as Fiction. Anthologies have their own sorting and stocking areas. Same dates guidelines apply

• Reader’s Digest condensed books all go directly to recycling.

• National Geographic and Reader’s Digest coffee table books get recycled if not appropriate for shelving or display. If in doubt, place on Review & Pricing shelf.

• Horizon, American Heritage magazines all get recycled.

• Time-Life Yearbooks are recycled unless of exceptional interest.

Collectibles

• “First Edition” – for our purposes refers to early fiction works, not current fiction, and in most cases, not Book Club editions. Always place on Review & Pricing shelf.

• “Signed” – for our purposes refers to works (hardcover or paperback) with meaningful author signatures or inscriptions. Current fiction autographed at a bookstore signing, for example, is not of special interest. At Main, place autographed works in the special “signed” box on the Review & Price shelf. HB notes the signature on a post-it and sends to Main. • Detailed Sorting Guidelines Fiction

• All books must be in excellent condition. Hardcover fiction should have dust jacket. Paperbacks should have no or minimal spine creasing.

• Triagers will review everything before it goes to the Shop in the “Second Sort,” so when in doubt, use your best judgment and don’t worry about it. We move items around all the time for a variety of reasons.

• In the Main Shop workroom, place all Shop-bound books on the front part of the shelves. Once we review a book, we will move it to the back part of the shelf in the “Second Sort.” It is now ready to take to the Shop.

• At HB, first sort into the Closet. A Manager will Second Sort the books to the “Ready to Go to the Shop” shelves.

Hardcover Fiction Keep/Shelve Notes (if in doubt, leave for Review & Pricing) Price these books up using judgment as to popularity, General Fiction/Mysteries Current Year literary merit, and condition. Do NOT price up library fiction discards. Regular pricing or (if many duplicates) send to white General Fiction/Mysteries Past 2-4 Years tag. General Fiction/Mysteries 5 Years old and White tag if popular author, in excellent condition, classic authors otherwise recycle. General Fiction/Mysteries Before 5 Years Automatically recycle. Collectibles Use Judgment Place on review shelf if potentially valuable, e.g., well known author or title, published pre-1970, 1st ed., unusual, etc.

T2 3 of 6 01/2008

04/21/08 Page 105 of 217 Paperback Fiction Keep/Shelve Note: Publishers frequently indicate a classification on the spine of the book. General Fiction/Mysteries Use Judgment Recent award winners and current best sellers should be marked up. Good condition to the shop. All others recycle Paperback Romance From 2000 on Clean and fresh --Can keep some older popular authors (Nora Roberts, Fern Michaels.) Treat hardcover and trade PB Romance as General Fiction. Mixed Fiction/Non-Fiction Keep/Shelve Notes: if in doubt, leave for Review & Pricing Large Type Use Judgment Keep all that are in good condition. HB may send excess and duplicates to Main Science Fiction Use Judgment Keep all that are in good condition. HB may send excess and duplicates to Main or Friend-to-Friend Children All clean, no tatters Price up if very new, classics in good condition, good or spine wear illustrations, first readers in good condition. Classics/Literature/Lit. Use Judgment Keep school reading lists in mind! Decide what to Crit./Drama/Poetry/Essays/ keep depending on merit, popularity, shelf room, etc. Anthologies Foreign Language All clean HB sends all but dictionaries to Main. Humor, Politics and All clean Only that of CURRENT interest. Punditry

Non-Fiction. The general questions about nonfiction are:

• Is it relevant, up-to-date or otherwise of interest to someone today? • Is it collectible due to rarity, age, author, author’s signature, illustrator, art content, etc?

Nonfiction Keep/Shelve Notes (if in doubt, leave for Review & Pricing) Clean; still accurate Animals & Pets Use judgment. or relevant Art/Photography All clean Consider for Review & Pricing shelf/Collectibles. All clean & of Biographies/Memoirs Consider pricing up newer, hot people or authors. current interest Consider pricing up newer, hot authors. Discard Still accurate / Business & Economics out-of-date textbooks, hot stock works, market relevant? analysis, etc. Use judgment. Collectibles All potential Place on Review & Pricing shelf. Computer 3 years or newer Recycle all else. Use judgment to discard out-of-date works, but All if clean enough some older works should go to Review & Pricing Cookbooks to put in your shelf, including pamphlets & minor works. Discard kitchen. manufacturers’ pamphlets. Science All clean Use judgment. Foreign Language All clean HB: all but dictionaries go to Main. Still accurate and In general, discard if more than 3-4 years old. Use Health/Diet relevant? judgment; some older diet plans still popular. All clean & still HB may send excess and duplicates in good Children’s Nonfiction accurate/relevant condition to Main. At MAIN, current At HB current issues may be sent to Main. All Magazines and just prior National Geographics except current issue to issue. recycling

T2 4 of 6 01/2008

04/21/08 Page 106 of 217 Nonfiction Keep/Shelve Notes (if in doubt, leave for Review & Pricing) All commercial Discard records (except jazz or unusual) and any CDs, videos & Music/Media home recordings. Do not send to Main. Only HB audio books of keeps music cassettes. Consider cassette salability. current interest Only if up to date, Place possible collectibles on Review & Pricing Reference/Encyclopedias/ still relevant or shelf. Keep only complete encyclopedias less than 5 Journalism collectible years old (Britannica 10 years) or from before 1940. Books ONLY, no Discard or send to collectibles: fad books or those Religion pamphlets more than 5 years old. Philosophy All clean HB sends all to Main. All clean & of Self-Help Recycle if not up-to-date and relevant. current interest All clean & of Sports Recycle if not up-to-date and relevant. current interest Travel Guides 3 years & newer All clean. Travel Writing General travel OK Use judgment. Date doesn’t matter but “look” does. Consider potential for current interest, author, etc. If All other nonfiction Use judgment. in doubt, place on Review & Pricing shelf.

Main Shop Starbucks Stocking Procedure

Starbucks graciously allows the Friends to fill its shelves with books for sale, making it an extension of the Main Shop.

• Starbucks shelves should be checked and serviced daily as part of the regular store check to see what is needed.

• Be considerate of customers – if they are “in the way,” go back later.

• Avoid taking carts into Starbucks; use box tops as needed to avoid disturbing customers.

• Only REALLY clean and beautiful books should go into Starbucks – mostly just new and a few

old/funky.

• Every book should be price-labeled to ensure it is understood that the books are for sale. To

minimize loss, use books priced at $2.00 or less only.

• There is a white tag cart right inside the Starbuck’s door.

• Each of the three areas should have a mix of hardcover/paperback, current fiction and current nonfiction. There is no shelving by category.

• Keep the Friend’s brochure racks and Downtown Special Services Directory easels full.

• Starbucks personnel do not collect book sale money themselves. They refer the customer to the Shop, to the Library security guard or, when the Library is closed, to the small “Friends Cash Box” we have provided on the Starbucks white tag cart. The box is serviced by the Main Shop Bookkeeper.

T2 5 of 6 01/2008

04/21/08 Page 107 of 217

Weeding

"Weeding" is the examination and elimination from Book Shop shelves of items that have not sold in a reasonable period of time for that book.

• Yes, we throw away books! Mostly, we recycle books that are out-of-date, moldy, shredded, or otherwise known to be non-salable in our Shops and unsuitable for re-donation.

• All our books are donated to us: therefore, each sale represents support for the Friends’ and the Library’s programs.

• Volunteer labor is scarcer and more valuable to us than unwanted books.

• We price books to find a balance between salability and fund-raising.

• There is no profit in an unsold book; a shelved book that should be discarded takes up valuable space that could be filled by a more salable book. Each book must “earn its keep” on our shelves.

• It is almost impossible to make a mistake. Trust your judgment and these guidelines.

• If in doubt, consult with another volunteer on duty or place the book on the “For Review and Pricing” shelf and don’t worry about it!

• Main: Books to be sorted are located in the loading dock airlock and workroom donation carts.

HB: Books to be sorted are left by the public in the bin near the library exit and are to be moved to the sorting area above the sorting desk, for cleaning and first sorting to the closet.

• There is always back-up for sorting decisions. The Shop Managers review each book after the “first sort.”

• Shelvers/Weeders should look at each book they take to the shop and keep an eye on what sells and what doesn’t.

T2 6 of 6 01/2008

04/21/08 Page 108 of 217 2008 QUICK GUIDE TO SORTING - Main Refer ANY QUESTIONS to a Manager!

1. Sort incoming books -- discard those mildewed, torn, heavily underlined, etc.

2. Look at the book’s genre, date and condition. Determine where it should go and whether it is appropriate BEFORE taking the time to clean it!

3. Check the F2F White Board (by the Workroom Back Door) every time you sort for set-asides of the moment. Must still be readable and in decent condition.

4. Clean books that need cleaning before placing on the front sorting shelves.

5. For more detail, see the Volunteer Handbook. OUR BASIC RULE IS TO SORT TO THE FRONT SHELF AND TAKE TO THE SHOP ONLY FROM BACK SHELVES.

6. Only DESIGNATED Triagers may “second sort” to the back shelves or price items up or down!

Hardcover Fiction & Mysteries: Keep 2005 to date if in excellent condition. Beautiful, interesting and current items may go on the “New Arrivals” sorting shelf. All others go to White Tag or recycling. Common Mystery and Classics authors are posted over their sorting shelves.

White Tag: Fiction & Mysteries: 2000 - 2004. In excellent condition only. Earlier works by really popular authors, duplicates or other weeded items may be white tagged. All others go to recycling.

Paperback Fiction & Mysteries: Keep all dates in good condition without creased spines or yellowed pages. (Classics may be a bit yellowed). Recycle all others.

Nonfiction: All still useful, still topical and in clean condition are kept.

Children's Books. All in excellent condition are kept. Others readable go to: CLC (For ages 0-6), or other F2F clients. Less than perfect material for 6-18 year olds may or may not be being saved for the F2F Redonation Room.

Romance: Keep mass-market paperbacks clean inside and out only. Romances must say "Romance" on the spine. If not in good condition, recycle.

Chick Lit: For urban working single women, about relationships. Usually trade sized and brightly colored. Sex and the City, In Her Shoes, etc. Author list on the wall over this area.

Science Fiction: We keep all in good, fresh condition. All others go to recycling.

All "Coffee Table Books," quality art books, rare first editions, or other books that may be valuable should be placed on the "Possible Collectible Sale" shelf for further examination.

Holiday Books have their own shelf.

Magazines: We keep current issues only. No “Pregnancy,” “AARP,” “Pause” or “Diabetics.”

T2 2/2007

04/21/08 Page 109 of 217 Sorting Layout at the Main Workroom

Re-Donation Fiction Hybrid Non-Fiction Hot Shelf, Sorting Set Asides Set Asides & Supplies SECTION 1 SECTION 2 SECTION 3 SECTION 4 SECTION 5 SECTION 6 SECTION 7 SECTION 8 SECTION 9 SECTION 10 SECTION 11 Curtain Call Avon Science Mystery General Classics Business Dictionaries Science “Hot Shelf” Orphans Scripts Theater Fiction Fiction Any date Job/Career Test preparation Math Stickered Movies and Fantasy A-G A-G fresh Finance College current Face Outs Film discards Any date HC 2005 HC 2005 Computers current Art & Design New Arrivals fresh & & Economics Architecture Magazines

F2F F2F newer newer Current interest Boats/Ships Photography Audio/Video Cars/Trains fresh New Dates Fresh

Teachers’ CLC Mass Mystery General White Tag Children’s European History Family Possible Set-Asides materials Children Market Fiction HC 2000-2004 Chapter books Asia/Africa Relationships Collectible 04/21/08 Page110of 217 Learning Romance H-Z H-Z or earlier if Non-Fiction Rest of World Life Stages Sale? F2F Centers Any date HC 2005 HC 2005 saleable Pictures Books fresh Aging/Elder Place first sorts Swing Age 0-6 fresh & & Any PB Current, American Studies Dying & Grief here OK but less newer newer (duplicates, etc.) Fresh and Perfect Politics Fitness than perfect Media studies Health Current interest Current

CLC Holidays Large Print Foreign Library Cookbooks US/Local history Inspiration Swing Swing F2F Children Language Criticism Gardening Civil Rights Pers. Growth Learning Any date Humor, Poetry Wedding Gender/Labor Law Overflow Centers fresh Comics and Chick Lit Drama Beauty Woman Social Sci. Supplies Age 0-6 and Graphic Any date Home Crafts Immigration Psychology OK but less clean Novels fresh fresh Current interest Native American Current interest than perfect and fresh Current interest

F2F F2F F2F F2F bLogistics Anthologies Biography Sports Religion. Already Bags, Pens ISBN Coll. Sale Folklore Games Current interest Triaged and supplies leftovers or Essays Animals/Pets True Crimes Travel Look up price location Any date Current interest TV/Film Guides: current first specific fresh Dance/Music Writing: fresh Current interest

T2 1/2008 2008 QUICK GUIDE TO SORTING - HB Please refer all questions to Debbie!

1. Sort incoming books -- discard those mildewed, torn, heavily underlined, etc.

2. Look at the book’s genre, date and condition. Determine where it should go and whether it is appropriate BEFORE taking the time to clean it!

3. Clean books that need cleaning BEFORE placing in the closet.

4. See the General Rules. For more detail, see the manual. OUR BASIC RULE IS TO SORT TO THE CLOSET AND SHELVE ONLY FROM SHOP SHELVES MARKED "READY TO SHELVE."`

5. Only DESIGNATED Triagers should “second sort” or price items up or down!

Hardcover Fiction & Mysteries: Keep 2005 to date if in excellent condition. Once we begin to get a steady supply of 2008 books, we will change the date to 2006 and up. Current year books are priced up. Earlier works may sometimes be shelved depending on available space. We no longer keep Oprah books separate.

White Tag: Hardcover Fiction & Mysteries: 1995 (depending on available space) to 2004, and 2005 if not a hot seller or popular author. Earlier works by popular authors may be white tagged. Excellent nonfiction and fat paperbacks also may be included from time to time.

Paperback Fiction: Shelve 2002 to date. This may change to 2003 as we get more 2008 works. Earlier works by popular authors, prize winners, etc. may be shelved depending on available space.

Paperback Mysteries: Shelve 2003 to date. This may change to 2004 as we get more 2008 works.

Nonfiction: All still useful and in good condition are kept.

Children's Books. All in good condition are kept. NOTE: Juvenile nonfiction is sorted by general subject. When shelving observe the shelf labels. There are places for biography, science, animals, etc.

Romance: Keep paperbacks 2002 to date only, depending on available space. Exception: popular authors such as Nora Roberts. Romances must say "Romance" on the spine. Romantic Suspense has a separate place. Earlier paperbacks in perfect condition may be sent to MB. Thin Harlequins are priced at 50 cents.

Science Fiction: We keep all in good condition (depending on available space).

Large Print. Keep all large print books in good condition, including Reader’s Digests.

All "Coffee Table Books,” quality art books, rare first editions, or other books that may be valuable should be placed on the "Hold for pricing" shelves in the closet. DO NOT PRICE THESE YOURSELF.

Holiday Books: There are two boxes in the closet. One is for Christmas/Hanukkah/Kwanzaa materials in good condition. The other is for any other holiday.

T2 2/2007

04/21/08 Page 111 of 217 David Greif’s (our expert) Top 10 Rules For Spotting Rare Books

1. Have fun. If you are at all interested in books, this is the most fun part of the business -- searching for buried treasure.

2. You are going to make mistakes, guaranteed, I promise.

3. Try to think like a collector (‘one man’s trash is another man’s treasure’), so even though it may not appeal to you, it may very well appeal to someone else.

4. Condition is important to value but for our audience it does not have to be pristine. The more unusual or rare an item is, the less important condition is. However, sometime condition is what will make an item valuable.

5. Just about every rule you will learn has an exception, sometimes several.

6. When in doubt, do not chuck it out; let someone else have a second look.

7. Check for anything that is going to make an ordinary book extraordinary. e.g., signature, inscription, association copy, first edition, illustrator, binding, condition.

8. There are some things you can safely throw out: for example books that are wet, moldy, or excessively smelly. Common titles with binding damage, excessive shopwear or marks can be tossed. Uncommon titles even in bad shape should be saved.

9. Middle school, high school and college texts from 1940 – 1999 can be tossed. Technical books from this same vintage should not be tossed.

10. Try to watch someone else who may know more than you about a particular genre at work and ask questions.

YOU WILL NEVER FIGURE OUT ALL CATEGORIES AND GENRES. IF YOU DO, YOU ARE A BETTER BOOKMAN THAN 99% OF THE PEOPLE WHO DO THIS PROFESSIONALLY!

If you get too worried or nervous about making a mistake doing this, DON’T. We have all thrown away good books. I continue to do it and I’ve been doing this full time for 8 years.

There are many things that will make a book desirable. Market value for books is driven by supply and demand, just like every other commodity. Since there are collectors for everything, from cars to clothes pins, unusual is good. The supply of Reader’s Digest condensed books greatly exceeds the demand, so they are basically worthless. The demand for signed Stephen King titles greatly exceeds the supply, so they are very valuable.

For some genres, condition is critical to value. For a modern first edition, a dust jacket can have a 5x multiplier effect on the value of a book. As a rule of thumb if a book is desirable for the content, as opposed to uniqueness, then condition is not as important, but will still have some effect on value. We sold a signed Stephen King title that had a broken hinge for $300. Without the signature that title would have been worthless. With an intact hinge it would have been $450. (A hinge is the joint where the hardcover boards meet the text pages.)

If you would like to learn more about this please contact one of the Managers or me and we can set up some training time. We can use your help!

There are also books and online resources for those of you who are really ambitious.

T2 1/2008

04/21/08 Page 112 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Color Dots: A Protocol for “Weed Dating” Our Inventory

Initiated September 2007

Why: To ascertain most efficiently, exactly (within two to six month’s time, depending on genre) how long any book has been sitting on our Shop shelves. Although we theoretically have experts who can weed even better just by looking, those people tend to be tied up with other, managerial matters only they can do because their time is limited. This method allows most of the effort to be supplied from the broader volunteer pool, which we have in abundance. Stickering need not supersede conventional weeding. We can and should always feel comfortable weeding whenever we like.

When: Sticker the entire collection, including the Beast White Tag Cart, Starbucks stock, and the Children’s inventory, at the beginning of each period.

How: On the southwest corner of each book’s inside back cover, we affix a ” Avery removable colored sticker dot, the color associated with the period applied. A different color is used each time. We keep track of each period’s color by affixing that period’s colored dot to our master calendar on the inside loading dock door, next to the period’s name.

Details:

1. As soon as we can deploy troops to the task at the beginning of each period, we systematically open every book on our shelves.

2. We keep track of each rank and shelf we’ve checked by making notes on a single store map, affixed to our clipboard. If a book already has a colored sticker applied by us, (indicating the book has been on the shelf for the entire previous period), the “stickerer” places the book on a cart as a potential weed.

3. A qualified weeder then determines whether or not to yank the book from the collection, now knowing that the book has already had full tenure on the shelf. If the book isn’t to be weeded, it is replaced on the shelf with the sticker left in place.

T2 1 of 3 1/2008

04/21/08 Page 113 of 217 4. The initial emptier shelves should be solidly book-ended and the gaps filled with easeled faceouts. Consider a separate 1-2 week cycle on all face-outs. if they don’t sell, mark them down before shelving.

Observations:

1. We can test our existing assumptions. Since we have no other inventory control, and no single or even consistent bookseller personnel (weeders tend to work at the desk less often than other volunteers anyway), it is difficult to know whether or not, nor how long, to keep books.

2. We all know some titles are obvious “no sales”: we remember that they’ve been sitting a long time. But do we remember every book? We can’t even tell if a book we think is not selling has actually sold several times and been replaced each time. Now we’ll know.

3. Our weeders and second sorters should all share among themselves which titles habitually stale on the shelves. Let’s not just automatically pitch or redonate the books that we learn aren’t selling. Let’s have a box in which to toss them so sorters can remember what they are, so that we don’t place them on the shelves in the first place. Share the knowledge.

4. Let’s look carefully at this procedure every year or six months, and consider if it’s worth continuing. Maybe we’ll find it isn’t worth the effort, or that we’ve learned all we can. Maybe we’ll conclude it’s worth stickering less often, at least as to certain subjects.

5. Do we keep this title, even if it doesn’t sell right away, because we know that eventually just the right person will find it and buy it. Should we keep some titles, even if they don’t turn as quickly as others? If so, why, and how do we determine which titles get such status? Depends on the weeder and the book, but it should be justified.

6. We maintain that “older” fiction doesn’t go. Do we know this? Readers are always discovering authors, going back into their oeuvre to see how the 2007 blockbuster author developed, for example. We have had to make certain assumptions, like that we shouldn’t keep more than a couple copies of a book. But, if our customers buy the book, we need as many books as we have customers who desire it. Again, this system allows us to verify our instincts about what’s happening in our collection.

7. We will be better positioned to make informed decisions about each section of our shop; e.g., how much space should we devote to “pets”? If that collection moves very slowly, let’s reapportion space so that “hotter” sections have more shelves. Of course, we have an

T2 2 of 3 1/2008

04/21/08 Page 114 of 217 intuitive idea about the relative popularity of our sections, but we should have more accurate information, after we’ve stickered for a while.

8. This experiment shows us what doesn’t sell—it sheds no light on what does. We leave that experiment for another time and another design.

9. Consider not shelving in the first place as they perpetually sit:

• Cliff’s notes • Books that aren’t really classics, e.g., authors few have us have read • Ugly books • Children’s hardcover library discards

10. Books that were up-priced should be restored to default price, before being weeded. It would help if we somehow managed to find them sooner and lowered their prices, rather than letting them languish at too-high a price for three periods, and THEN down-pricing them to give them another three periods. Try all up-prices in display easels first and put all face-outs on a separate 1-2 week sticker cycle.

11. Let’s capitalize on our efforts to keep stock fresh by advertising and promoting that all our material has been in stock three periods or less. Everything is fresh, fresh, fresh! Customers should be constantly stopping in, because what was here yesterday will be gone tomorrow.

T2 3 of 3 1/2008

04/21/08 Page 115 of 217 Friends of Ferguson Library Used Book Shop Committee Manual

“Classics” These authors should be directed to “Classics.” This list doesn’t include: • “Classics” that go elsewhere such as drama, mystery, folklore, sci fi, primarily poetry or philosophy, etc. • Many “modern” classics such as Isabel Allende or Ray Bradbury. • Every possible author we might classify as “classic” (Let us know if we should add one in!) Authors that make some “classic” lists but are rarely sold in our Shop, perhaps because they seeming have become passé, like John Dos Passos or C. P. Snow.

Anderson, Sherwood Dostoevsky, Fyodor Kerouac, Jack Sackville-West, Vita Addams, Jane Douglass, Frederick Kafka, Franz Singer, Isaac Bashevis Alcott, Louisa May Defoe, Daniel Kipling, Rudyard Sade, Marquis de Alighieri, Dante Dreiser, Theodore Salinger, J.D. Angelou, Maya Du Bois, W.E.B. L'Amour, Louis Sand, George Austen, Jane Dickens, Charles Lewis, C.S. Steinbeck, John Dumas, Alexandre Lewis, Sinclair Stoker, Bram Boccaccio, Giovanni Dinesen, Isak London, Jack Shelley, Mary Baldwin, James Lawrence, D.H. Stowe, Harriet Beecher Borges, Jorge Luis Ellison, Ralph Waldo Lorca, Federico García Swift, Jonathan Balzac, Honore de Eliot, George Lee, Harper Sinclair, Upton Boswell, James Barrie, J. M. Faulkner, William Machiavelli, Niccolo Thoreau, Henry David Baudelaire, Charles Forster, E.M. Mahfouz, Naguib Tarkington, Booth Bronte, Anne Ferber, Edna Mailer, Norman Tolstoy, Leo Bronte, Charlotte Fielding, Henry Malory, Sir Thomas Thackeray, William Bronte, Emily France, Anatole Mitchell, Margaret Trollope, Anthony Bellow, Saul Fitzgerald, F. Scott Marquez, Gabriel Truth, Sojourner Bierce, Ambrose Frank, Anne Garcia Turgenev, Ivan Buck, Pearl Flaubert, Gustave Maupassant, Guy de Twain, Mark Bunyan, John Fuentes, Carlos McCullers, Carson Butler, Samuel Melville, Herman Verne, Jules Goethe, Johann Vonnegut, Kurt Chekhov, Anton Grass, Gunter Nabokov, Vladimir Chesterton, G. K. Hesse, Hermann Naipaul, V.S. Walker, Alice Calvino, Italo Hardy, Thomas Wilder, Laura Ingalls Chopin, Kate Harte, Bret O Henry Washington, Booker T. Camus, Albert Homer O'Connor, Flannery Waugh, Evelyn Capote, Truman Hawthorne, Nathaniel Orwell, George Williams, Wm. Carlos Carroll, Lewis Heaney, Seamus Wells, H.G. Colette Heller, Joseph Poe, Edgar Allan West, Nathanael Cather, Willa Hugo, Victor Pasternak, Boris Wodehouse, P.G. Conrad, Joseph Hurston, Zora Neale Pepys, Samuel Wharton, Edith Cooper, James F. Hemingway, Ernest Proust, Marcel Woolf, Virginia Crane, Hart Irving, Washington White, E.B. Cervantes, Miguel de Rand, Ayn Wright, Richard Crane, Stephen Johnson, Samuel Remarque, Erich Maria White, T.H. Chaucer, Geoffrey James, Henry Roth, Philip Wilde, Oscar Jonson, Ben Ruskin, John Zola, Émile Dahl, Roald Joyce, James

June 2007

04/21/08 Page 116 of 217 Friends of Ferguson Library Used Book Shop Committee Manual

Mystery Writers. “Mystery Fiction” typically involves a murder, a detective, and crime solving. Psychological thrillers and political suspense novels are not generally classified as Mystery. This list is suggestive and not definitive.

Gardner, Lisa Nelscott, Kris Aird, Catherine Gash, Jonathan Alexander, Bruce George, Elizabeth O’Shaughnessey, Perri Allingham, Margery Gorep, Joe Armstrong, Charlotte Gorman, Ed Page, Katherine Hall

Grimes, Martha Paretsky, Sara Barnard, Robert Grisham, John Parker, Ann Barr, Nevada Parker, Robert B. Barnes, Linda Haddam, Jane Parker, T. Jefferson Beaton, M.C. Hamilton, Lyn Patterson, James (some) Black, Karen Hammett, Dashiell Perry, Anne Block, Lawrence Handler, David Perry, Thomas Braun, Lilian Jackson Harrod-Eagles, Cynthia Peters, Elizabeth Burke, James Lee Hiaasen, Carl Peters, Ellis

Highsmith, Patricia Pickard, Nancy Carlon, Patricia Hill, Reginald Pronzini, Bill Chandler, Raymond Hillerman, Tony Chesterton, G. K. Queen, Ellery Christie, Agatha James, P.D. Carr, John Dickson Jance, J.A. Rankin, Ian Clark, Mary Higgins Jecks, Michael Rendell, Ruth Coben, Harlan Robinson, Peter Collins, Max Allen Kellerman, Faye Connelly, Michael Kellerman, Jonathan Sandford, John Cornwell, Patricia King, Laurie R. Sanders, Lawrence Coulter, Catherine Klavan,Andrew Sayers, Dorothy Craig, Alisa Saylor, Steven Croft, Freeman Wills Langton, Jane Schultz, Benjamin Cross, Amanda Layton, Clare Scottoline, Lisa

Linscott, Gillian Simenon, Georges Daly, Carroll John Leonard, Elmore Slaughter, Karin Davis, Lindsey Lovesey, Peter Spillane, Mickey Dexter, Colin Stout, Rex Deaver, Jeffrey MacDonald, John D. Dibdin, Michael MacDonald, Ross Thompson, Jim Dickinson, Peter MacLeod, Charlotte Turow, Scott Dickson, Carter Mankell, Henning Doyle, Sir Arthur Conan Maron, Margaret Upfield, Arthur

Marsh, Ngaio Estleman, Loren D. Va de Wettering, Janwillem Marston, Edward Vine, Barbara McBain, Ed Frances, Dick Van Dine, S.S. Fraser, Antonia McCrumb, Sharyn Freeling, Nicolas McGowny, Jill Walters, Minette Freeman, R. Austin McDervid, Val Westlake,Donald Fyfield, Francis Millar, Margarite White, Kate Mosley, Walter Wentworth, Patricia Grafton, Sue Gardner, Erle Stanley Nebel, Frederick

January 2008

04/21/08 Page 117 of 217 Friends of Ferguson Library Used Book Shop Committee Manual

Chick-Lit Authors as of October 1, 2007 "Chick lit" is a term used to denote genre fiction written for and marketed to young women, especially single, working women in their twenties and thirties. Chick lit features hip, stylish female protagonists, usually in their twenties and thirties, in urban settings (usually London or Manhattan), and follows their love lives and struggles for professional success (often in the publishing, advertising, public relations or fashion industry). Think Sex and the City and Bridget Jones’ Diary. The books usually feature an airy, irreverent tone and frank sexual themes. This list is suggestive and not definitive.

Ahern, Cecelia Gerson, F G McMillan, Terry Alan, Theresa Gibson, Fiona Messina, Lynn Alderson, Maggie Gibson, Rachel Mlynowski, Sarah Alexander, Carly Giffin, Emily Moore, Jane Andrews, Mary Kay Graff, Laurie Murray, Melanie Atkinson, Kate Grazer, Gigi Levangie Naylor, Clare Bagshawe, Louise Green, Jane Nichols, Lee Bank, Melissa Green, Kim Olson, Shannon Baratz-Logsted, Lauren Greene, Jennifer Papa, Ariella Barker, Raffaella Heller, Jane Pearson, Allison Belle, Jennifer Hildreth, Denise Pedersen, Laura Billerbeck, Kristin Hitchcock, Jane Stanton Phillips, Carly Blumenthal, Deborah Holden, Wendy Phillips, Susan Elizabeth Brown, Amanda Isenberg, Lynn Quinn, Karen Bruckheimer, Linda Jackson, Neta Ray, Jeanne Buchan, Elizabeth Janowitz, Brenda Rech, Lindsay Faith Buckley, Kristen Jewell, Lisa Rideout, Sandy Bushnell, Candace Johnson, Diane Rosenfeld, Lucinda Cabot, Meg Juska, Elise Rushby, Allison Caldwell, Laura Karasyov, Carrie Senate, Melissa Carr, Susanna Kauffman, Donna Sharma, Poonam Castell, Dianne Kellogg, Marne Davis Sigaloff, Jane Colgan, Jenny Keltner, Kim Wong Sisman, Robyn Criswell, Mary Kennedy, Erica Solow, Jennifer Crusie, Jennifer Kenner, Julie Strohmeyer, Sarah Daum, Meghan Keyes, Marian Sturman, Jennifer Davidson, Mary Janice Kinsella, Sophie Sykes, Plum Davis, Jill Kizis, Deanna Tessaro, Kathleen Davis, Kyra Klasky, Mindy Thayer, Nancy De Soignee, Jacqueline Kraus, Nicola Townley, Gemma Edwards, Johanna Kwitney, Alisa Tucker, Lisa Fforde, Katie Levine, Laura Tucker, Sarah Fielding, Helen Lipman, Elinor Valdes-Rodriguez,Alisa Files, Lolita Lockwood, Cara Weiner, Jennifer Finnamore, Suzanne Malin, Libby Weisberger, Lauren Foster, Lori Margolis, Sue Wells, Rebecca Foxx, Nina Markham, Wendy White, Kate Frankel, Valerie Matthews, Carole Winston, Lolly French, Wendy Maxted, Anna Wolf, Laura Gaskell, Whitney McCarthy, Erin Young, Elizabeth Gehrman, Jody McLaughlin, Emma Zigman, Laura

T2 Oct 2007

04/21/08 Page 118 of 217

Tab 3 -- Collectible and Rare Books

www.friendsoffergusonlibrary.org

[email protected] [email protected] [email protected] [email protected] [email protected]

T3 01/2008

04/21/08 Page 119 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Collectible Sales Procedures

The purposes of the Collectible Sales are to:

• Provide an outlet for books that are fun, old, unique and/or better suited to face-out display or irregular pricing. • Keep such items separate from regular inventory for tracking, display and disposition purposes. • Create fun and interest for Library and Book Shop patrons. • Invite new patrons to discover the Shop as they pass through the lobby sale. • Provide a firm date and a destination for collectors, dealers and other regional customers.

Overall Housekeeping

Every September, set the schedule for the next calendar year. Schedule the dates for the first Friday- Saturday-Sunday of the month wherever possible, but reschedule around holidays if necessary (New Years, Fourth of July, etc.). If you are unsure about holidays, check www.holidays.net.

• Supply the schedule to the Friends website and to staff (for the banner schedule).

• Make new poster and flyers/bookmark schedules.

• Notify www.booksalefinder.com

• Notify the Ferguson Library, Heads of Administration and Public Services, Webmaster (for posting at the website and public web-based calendar) and PR Staff (for press releases).

Pricing

If you are going to price books for the Friends, you should spend time at our website glossaries (see below) and reviewing some of our workroom pricing books. This will acquaint you with some of the “listing lingo” and make you a faster and more adept pricer. This is not a mechanical process as much as an art.

Price collectibles whenever you have some time throughout the month but expect an inevitable scramble the week before the sale. Books that have eye appeal can be boxed for flat, face-up display. We have special large “Collectible Sale carts” with labeled boxes, so the face-out books are pre-sorted before set- up. Books that have blank front boards can be stacked spine-out on the shelf-carts. Really special blank-face books can have a “Special Item” slip inserted.

The goal is NOT to get “top dollar” for each item but to keep the inventory moving so it won’t back up, and to handle each book as few times as possible. Remember: the books cost us nothing.

We price mostly “at-will” (i.e., without research, in the 50¢ to $8.00 range) based on eye-appeal, familiarity with the titles and subject matter. When needed, we go to www.addall.com (most user friendly), www.bookfinder.com (especially to search foreign language books), and/or amazon.com. We try to match the price range as closely as possible regarding edition and condition, and also take into T3 1 of 3 01/2008

04/21/08 Page 120 of 217 consideration how many are offered on-line at the lowest list prices. You can learn all the book assessment “lingo” at these websites, at their “glossaries.”

We rarely price a book above 20%-35% of average “on-line retail.” Other than lovely, oversized art books or items truly both rare AND desirable, we rarely price over $5.00. Many items are in the sale because they will sell only at LESS than regular Shop prices (50¢ - $2.00).

Books consistently offered on-line (retail) at over $100 should go to consignment. We use Griffin Books. Books priced on-line at $10-$35 can go in the sale but thereafter should go to the collectible cases or, if it has an ISBN, perhaps to bLogistics.

Our patrons are VERY price-sensitive, especially the dealers, and it’s better to have them feeling they got a bargain from us than passing a book by because it was priced $1.00 too high. They are taking a big chance with their own money buying a book from us for re-sale.

The best collectible sale price tagging uses “pop-up” Post-its placed inside the front free end paper of the book, with the price, date (for books worth $3.00 or more, or if the date seems particularly relevant to displaying the item) and any pricer comments (ex. “signed”) sticking out top. They stay with the book better, help us track it as having been offered in the Collectible Sale, and won’t wreck the book. Front stickers tend to get lost, do damage, and are not as visible to busy Shop Volunteers.

We keep a list all month of any collections or titles of interest to our customers (ex. hunting, paper dolls, Civil War, etc.) and include that list in the “e-alert” newsletter we send out the week before the sale. If you are pricing collectibles and come across a nice group of five or more books that can be marketed as a “collection,” segregate the material in a box-top and write up the collection name on a large index card with a heavy black sharpie. Insert the index card in the box-top so it is visible and can be taped on the morning of the sale. Add the collection description to the running list we keep stuck to the file cabinet to the left of the Chair’s desk. All pricers should check this list regularly in order to divert additional incoming material to these collections as appropriate.

Typical Sale Week Schedule

The Friday one week before each sale, prepare and broadcast the monthly customer e-alert through Constant Contact. Immediately start a draft for next month’s alert so you will be ready to list special items as you price them throughout the next month and to add other announcements as they come up. This makes final alert preparation a snap.

Also that Friday before the sale, give Facilities a “Building Services Request” for the lobby table set-up and the front banner change-out.

The week before the sale, think about white tagging excess or slow-moving Shop inventory. Think about the case books — should they be re-priced and/or moved into the lobby sale?

On Friday morning of the sale, the tables will be set up by 6:00 am. Arrive no later than 6:30 am. Roll out all the carts and boxes and set the books around the lobby. Consistency as to placement by subject seems to pay off, as the customers go straight to their particular area of interest and inevitably discover something they like. We use banquet table number holders to identify broad subjects. Be sure to identify advertised collections.

It’s OK to overlap the books a bit on the table but try not to stack them, the goal being to keep each one visible. Big art and coffee table books, boxed sets and other space-hogging items can be placed on the T3 2 of 3 01/2008

04/21/08 Page 121 of 217 floor under the tables, to be moved up throughout the day as empty spaces appear. See the attached layout for how it has been done to date.

Depending on inventory and the quality of the pre-sort, set-up usually takes about 1-2 hours. There are always some last minute assemblages, pricing goofs, etc. This also gives staff time to browse before opening, both for the collection and their personal pleasure, while you do normal Shop opening procedures and take a break. You’ll need it. Don’t forget to place Friends signs, collectible sale schedules, and Book Shop brochures around the tables.

During the Sale

Friday-Saturday-Sunday, keep the tables straight and neat. Start moving inventory up from the floor to the tables as it is sold and bare spots start to appear. After the Friday morning rush, where once every half-hour clean-up is needed, Shop volunteers doing this once or twice a shift should be sufficient.

Be sure to have extra help on Friday morning—maybe two extra Volunteers in the Shop to help count and to assist with customer carry-outs, and one “floor-walking” in the lobby to answer questions, prevent shrinkage, and keep the inventory neat.

Monday Morning Strike

Ultimately, the “how’d we do?” test is: taking into account all the factors that affected traffic over the particular sale weekend (weather, holidays, other Friends groups’ major sales, etc.), how many and what kinds of items are left over? Learn from this!

Start no later than 7:00 am. Sometimes the facilities staff will have moved all the leftovers onto carts and moved it into the Shop, so they can knock down the tables, clear the lobby, and can proceed with their normal cleaning.

If you have the time, start by weeding the “Bargain Collectibles” shelves. Since these are last month’s sale books, they’ve had their chance. Some can stay, some can be moved to regular inventory, and most can be tossed or re-donated. Assess each leftover book briefly:

• Take note of what sold and what didn’t. • Was the price right? • Should it be marked down? • Should it go to the Collectibles Case? • Was this one a “long-shot” to being with? Should it now go to the dumpster? • What should go into regular inventory? • Should it be redonated? • How much space is available in the Shop? This may be the deciding factor for some items. • Think about whether you want to place a book in “bargain collectibles” for easy weeding later, rather than having to find it later in regular inventory. • Which books might go to bLogistics because they have an ISBN, has enough value to justify the postage and might benefit from the worldwide audience?

T3 3 of 3 01/2008

04/21/08 Page 122 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Boxes and Typical Collectible Sale Layout Cart for customer use Library Broad Street Brochure Entrance Racks Security

NYC * Local Oddities Journals* Journals* Books Books Library Signed Storage

Valuable* Valuable* Fragile Shop Reference*Literature Reference*Literature Art Advertised and Overflow Overflow and Advertised Fun*Popular*Music Cooking*Gardening

Children’s Library * Philosophy * Philosophy Overflow Religion*History

Children’s Circ Desk Cart Cart

T3 02/2008

04/21/08 Page 123 of 217 ATTENTION Book Lovers! The Friends of Ferguson Library Used Book Shops’ monthly Collectible Sale features charming, fun, vintage, rare and valuable books at a significant discount.

Items are displayed in the Main Ferguson Library Lobby during library hours:

Friday 9:00 am - 6:00 pm All items are out on display by Friday opening. We do not restock Sale inventory Saturday 9:00 am - 5:00 pm over the weekend. Leftovers are moved to the Main Shop, re-donated to charity or recycled Sunday 1:00 pm - 5:00 pm after Sunday closing.

All proceeds support the Friends’ and the Library’s programs and special activities.

2008 SALE DATES ARE:

Friday thru Sunday, January 4-5-6

Friday thru Sunday, February 1-2-3

Friday thru Sunday, March 7-8-9

Friday thru Sunday April 4-5-6

Friday thru Sunday, May 2-3-4

Friday thru Sunday, June 6-7-8

Friday thru Sunday, July 11-12-13 (delayed one week due to the Independence Day holiday)

Friday thru Sunday, August 1-2-3

Friday thru Sunday, September 5-6-7

Friday thru Sunday, October 3-4-5

Friday thru Sunday, November 7-8-9

Friday thru Sunday, December 5-6-7

In the Library lobby, Bedford and Broad Streets, Stamford, CT 06904 For more information call (203) 351-8278 Or go to www.friendsoffergusonlibrary.org Or e-mail us at [email protected]

04/21/08 Page 124 of 217

Tab 4 -- Committee Information

www.friendsoffergusonlibrary.org

[email protected] [email protected] [email protected] [email protected] [email protected]

T4 01/2008

04/21/08 Page 125 of 217

04/21/08 Page 126 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Job Descriptions – General

The following job descriptions indicate typical key responsibilities and functions of specific jobs.

They are subject to change depending on committee needs and people resources.

Day-to-day committee efforts develop from the regular flow of donations and a steady but ever- changing volunteer force. In keeping with our spirit of harmony, job sharing, and cooperation, the possibility exists that one person may have multiple responsibilities or that two people may share a single role. The user is advised to use these job descriptions as a general guide only.

T5 02/2007

04/21/08 Page 127 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Job Description Chair

Currently Held By: Robbie Monsma

Scope of Responsibility: Oversees and Supports all Book Shop Operations

Reports to: President, Friends of Ferguson Library

Primary Responsibilities:

• Oversee, support, and enhance successful retail operation including staffing, donations, marketing, and inventory management.

• Chair the Book Shop Committee and set its agenda.

• Coordinate market development for used books to identified potential customers, donors, and dealers. Ensure marketing publicity adequate to the success of the Shops, and special programs.

• Work with Volunteer Coordinator to recruit, oversee, and support volunteers sufficient to manage and staff the Book Shops, sort and shelve the inventory, and run major sales. Support the Volunteer Coordinator concerning volunteer intake, care, and training.

• Direct preparation of Book Shop procedures, policies, forms and mailings.

• Ensure financial health. Coordinate financial reports, annual budgets, revenue forecasts and annual expenditures with the Committee Treasurer and the Friends Treasurer.

• Act as Committee liaison with the Starbucks Manager, Friends Board, and Library Staff.

• Review and implement new initiatives related to the Book Shop mission for presentation to the Committee and the Friends Board as appropriate.

• Supervises coordination with the Friend-to-Friend Free Book Program.

• Act as a member of the Friends Board and attend meetings. Prepare reports on shop activities and finances for the Board monthly; prepare annual report to the Board president.

T4 01/2008

04/21/08 Page 128 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Job Description Book Shop Manager

Currently Held By: Main Shop – Aditi Malhotra, Rashmi Nair Harry Bennett Shop – Debbie Neiman

Scope of Responsibility: Day-to-Day In-Shop Volunteer Supervision, Inventory, Pricing, Displays, Sorting, and Stocking

Reports to: Chair, Book Shops

Primary Responsibilities:

• Maintain an appropriate and adequate for-sale book inventory and oversee the stocking of shelves. Supervise stocking, inventory, pricing, and weeding. Trade surplus books with the other Shop and coordinate with Friend-to-Friend as appropriate.

• Ensure work areas are kept supplied, organized, clean, and safe.

• Plan for and set up seasonal displays. Examples: Gift books prior to Christmas and Hanukkah, Black History Month, Summer Travel, etc.

• Attend the Book Shop Committee meetings and implement relevant policies adopted at these meetings.

• Keep all volunteers up-to-date on Book Shop polices, procedures, and news.

• Implement and attend to weed /stickering procedures.

• Ensure that the polices and procedures followed at the Shop, while tailored to the unique requirements and characteristics of each, are consistent with those set down for the operation of the Book Shops as a whole.

• Supply information and ideas for the Volunteer Newsletter and Customer E-Alerts.

• Work closely with the Volunteer Coordinator and the Chair.

T5 01/2008

04/21/08 Page 129 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Job Description Manager of the Moment (“MoM”)

Currently Held By: All managerial team members serve as MoM from time to time as coordinated among the team and per the schedule.

Scope of Responsibility: Volunteer Support, Shop Presentation, and Customer Relations

Reports to: Shop Manager

Primary Responsibilities:

• Direct and supervise others as needed.

• Act as an assistant shop manager during the shift, acting as first responder to customer, volunteer, and donor questions as they arise.

• Share answering the phones as needed.

• Understand the immediate tasks of Shop Managers.

• Take responsibility for understanding what needs to be done, deploying other volunteers, with sensitivity to the abilities and preferences of other volunteers.

• Confer with the Chair, Shop Manager, and/or Volunteer Coordinator regarding possible improvements, suggestions, issues, etc.

• Ensure proper procedures are followed to assure smooth sales operations and security of cash receipts.

• As requested by the Volunteer Coordinator, orient and train or arrange training for new volunteers.

• Assist in triaging, sorting, pricing, and such other managerial duties as requested by the Shop Manager, Volunteer Coordinator, and the Chair.

• By phone, blog, e-mail, or in-person, at the end of each shift, make "hand-off" to next- in-time manager, describing progress made, tasks underway, and general State of the Shop."

T5 01/2008

04/21/08 Page 130 of 217

Friends of Ferguson Library Used Book Shop Committee Manual ,

Job Description Collectible Sale Manager

Currently Held By: Team

Scope of Responsibility: Inventory, Pricing, and Stocking for Collectible Sales at Main Shop

Reports to: Chair and Main Shop Manager

Primary Responsibilities:

• Assist Triagers and Pricers with identification, evaluation, pricing, and disposition of all potential rare and collectible donated materials as defined from time to time in coordination with Shop Managers and Chair.

• Responsible for acquiring a thorough understanding of Collectible Sale pricing guidelines and consignees, plus Shop default pricing and market segment strategy. Must have a high level of cultural literacy, especially concerning history, literature, and current events.

• Re-stock and arrange the three Shop cases with new special inventory on a regular basis. Maintain control over such books and, if unsold after a reasonable period of time, move them into regular inventory, remove from the store, consign out and/or re-price.

• Manage and direct all Collectible Sale processes from start to finish, as well as any special collection sales. In particular, as much as possible be on-site during the Collectible Sale weekend, which is the first non-holiday weekend of every month. Includes early Friday am set-up, early Monday am strike and busiest portions of, typically all day Friday and Saturday mornings

• Maintain accurate list of consigned books; periodically assess the inventory and pricing. Maintain close working relationship with Shop Chair, Shop Managers and on-line consignment contractor(s).

• May serve on the Book Shop Committee.

T5 01/2008

04/21/08 Page 131 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Job Description Volunteer Coordinator

Currently Held By: Barbara Leffler

Scope of Responsibility: Volunteer Management

Reports to: President, Friends Board; Partners with Chair, Book Shops and F2F

Primary Responsibilities:

• Initial screening, selection, and placement of a volunteer staff sufficient to operate the Shops. Arrange initial orientation and training.

• Ensure all aspects of the volunteer experience are positive and beneficial for both the volunteers and the organization. Recommend appropriate policies to the Chair and the Book Shop Committee.

• Maintain a group of experienced volunteers who can provide line training and support for newer volunteers. Coordinate with the Chair and the Shop Managers in all aspects of the volunteer experience.

• Have a good understanding of every volunteer’s interests, skills, preferences, and availability.

• Prepare and communicate shift schedules; ensure adequate shift coverage.

• Maintain up-to-date web-based volunteer database and attendance records. Publish monthly statistics and an annual report to the President.

• Act as first line provider of “volunteer care” – anniversary awards, thank you notes, life event acknowledgements, etc.

• Take appropriate action in the event of persistent volunteer absences, irregularities, or other problems.

• Ensure the Volunteer Handbook is available to volunteers at the Shops.

• Write relevant copy for the Volunteer Newsletter.

T5 01/2008

04/21/08 Page 132 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Job Description Treasurer

Currently Held By: Morton Ginsburg

Scope of Responsibility: Revenue and Expense Reporting; Oversight, Book Shop Expenses

Reports to: Chair, Book Shops

Primary Responsibilities:

• Collect sales records from the Shop bookkeepers on a timely basis.

• Coordinate with Friends Treasurer to maintain revenue and expense records for both the Main and Harry Bennett Shops.

• Prepare consolidated monthly, quarterly, and annual revenue reports.

• Assist the Chair in preparing an annual budget. Responsible for tracking revenues and expenses against that budget.

• Coordinate with the Friends Treasurer, as necessary, to integrate Shop revenues with overall Friends accounting.

T5 01/2008

04/21/08 Page 133 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Job Description Secretary

Currently Held By: Anne Mochulsky (back-up: Ruth Propp)

Scope of Responsibility: Minutes

Reports to: Chair, Book Shops

Primary Responsibilities:

• Record, transcribe, reproduce, and distribute (by post or electronically) minutes of the monthly Book Shops Committee meetings to committee members.

• Send reminder notices of meetings.

• Maintain Committee Minute files and periodically update committee lists, meeting schedules, and minutes of the Committee meetings in coordination with the Chair.

• Coordinate and assist the Chair in annual report, forms management, newsletters, and similar production needs.

T5 01/2008

04/21/08 Page 134 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Job Description Bookkeeper(s)

Currently Held By: Main Shop – Team Harry Bennett Shop – Morton Ginsburg

Scope of Responsibility: Book Shop Receipts

Reports to: Shop Manager and Treasurer

Primary Responsibilities:

• Collect and verify all sales receipts on a timely basis.

• Prepare deposit slips and deposit cash in Shop’s bank account.

• Prepare reports for the Book Shop Treasurer which assists him/her in the preparation of combined sales reports.

• Work with Shop Manager to identify issues or trends in day-to-day sales operations. Follow up immediately with whose tills are short.

• May help train in use of the cash register, filling out the shift envelope, etc.

• Ensure proper procedures are followed to record and assure the safety of cash receipts.

• Act as the first line of financial control over cash and volunteer-related accounting issues.

• Store, organize, maintain and ultimately discard all shift envelopes and journal tapes in accordance with Committee Document Management Policies.

• Analyze data and prepare reports to help Book Shops recognize trends and issues, and to provide appropriate and adequate staffing.

T5 01/2008

04/21/08 Page 135 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Job Description Triager

Currently Held By: Team

Scope of Responsibility: Donation Inventory Management

Reports to: Chair; Partners with Shop Manager

Primary Responsibilities:

• First evaluator of incoming donations. Confidently divert items directly to Shop inventory for cleaning, first sort, redonation clients, collectibles, white tag, discard, staff or other as appropriate.

• Recognize a potential collectible on merit as well as “look.” Is comfortable with most if not all Shop inventory subject categories.

• Perform second sort for Shop inventory, redonation and collectible pricing. Assist Shop Managers in evaluating, pricing, and labeling any special books (i.e.’ non-default priced) prior to their stocking in the Book Shops.

• Acquire a thorough understanding of Shop inventory management philosophy and procedures, default pricing and market segment strategy. Appropriately assess and weed or review “sticker weeded” Shop inventory as requested by Shop Managers.

• High level of cultural literacy, especially concerning history, literature, and current events. Intuitive understanding of the book market in general and the Friends’ Book Shop market in particular.

• Re-stock the Shop display cases with new special inventory on a regular basis. Maintain control over such books and, if unsold after a reasonable period of time, remove them from the store and re-price or replace them.

• May assist with consigned book inventory, and help periodically assess inventory and pricing policies. Maintain working relationship with on-line consignment contractor.

T5 01/2008

04/21/08 Page 136 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Job Description Book Shop Supplies Manager

Currently Held By: Nancy Harrison

Scope of Responsibility: Supplies Research and Purchasing

Reports to: Chair, Book Shops

Primary Responsibilities:

• Maintain an appropriate and adequate inventory of consumable supplies for the Book Shops, and for the Volunteer Coordinator and the Friend-to-Friend Chair as their operations affect Book Shops.

• Ensure work area supplies are organized and safe.

• Maintain Book Shop Manual and computer Vendor Lists, including contact and on-line login information. Also assist in Workroom Quick List updating.

• Use Friends company credit card where practical. If not practical, submit receipts for reimbursement to the Chair.

• Ensure ordered supplies are received and properly coded to the proper budget category.

• Research new item requests.

T5 01/2008

04/21/08 Page 137 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Job Description Trainer

Currently Held By: Team

Scope of Responsibility: Orientation, Initial and Ongoing Training of Volunteers as assigned

Reports to: Shop Managers

Primary Responsibilities:

• Understand Shop mission, operations and teamwork culture sufficiently to be able to train others knowledgeably and answer questions comfortably.

• Pay attention to detail, read all newsletters and keep up-to-date on Book Shop polices and procedures.

• Using each Volunteer’s personal Training Checklist and the Shops’ training guidelines, provide orientation, training and support for volunteers as assigned.

• “Tour” the Volunteer Handbook with new trainees.

• Discern when a Trainee is not connecting with the material and adapt methods.

• Provide constructive feedback to both Trainees and the VC.

• Be firm that Trainees learn the proper way to do the job and willing to “pass” or “fail” a Trainee as to all or any portion of the Checklist.

• Participate in development and maintenance of Shop training materials.

• Identify, check into and follow-up on any training issues.

• Good computer skills – willing to communicate promptly by phone, blog, e-mail, or in- person to ensure Trainee progress is adequately recorded.

T5 01/2008

04/21/08 Page 138 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Job Description Administrative Assistant

Currently Held By: Open

Scope of Responsibility: Administrative assistance as requested and assigned

Reports to: Book Shops Chair, Volunteer Coordinator, Shop Managers and Friend-to-Friend Chair

Primary Responsibilities:

• Coordinate and assist in producing annual reports, statistical reports, forms management, newsletters, operating manuals, signage, name tags, databases and similar production needs.

• Assess inventory and fill requests for office and shop supplies, including forms, as needed.

• Run local errands (e.g. printer), photocopy, mailroom, etc.

• Coordinate with vendors.

• Conducts research, drafts/edits routine correspondence and arranges meetings as requested.

• Assist with correspondence and file maintenance.

• Additional tasks and research as requested.

• Share in answering the phones.

• Confer with the Chair, Shop Manager, and/or Volunteer Coordinator regarding possible improvements, suggestions, issues, etc.

T5 01/2008

04/21/08 Page 139 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Job Description Intern, Book Shops Committee

Presently Held By: Position Available

Scope of Responsibility: Assisting Chair and Shop Manager

Reports to: Chair and Shop Managers

Primary Responsibilities:

• Learn all aspects of running a busy retail operation, with the additional benefit of participating in a significant volunteer effort.

• Act as a volunteer running our busy Shops, working with other volunteers, processing payments, helping set up seasonal displays, assisting with inventory stocking and organization, plus interfacing with Library and Starbucks staff.

• Learn the “back-of-the-house” aspects of cash and inventory control.

• Sort and clean book donations, stock shelves, interact with VIP customers, assist with printing orders, and organize advertising materials and special displays.

• Act as part of the general policy-setting group, and attend Book Shop Committee Meetings.

• If desired, meet with selected library staff to learn more about library careers.

• Perform any other tasks of particular interest to the intern mutually agreed upon.

T5 02/2007

04/21/08 Page 140 of 217

Tab 5 -- Volunteer Management

www.friendsoffergusonlibrary.org

[email protected] [email protected] [email protected] [email protected] [email protected]

T5 01/2008

04/21/08 Page 141 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Volunteer Management Mind Map 5/1/08

Volunteer Coordinator Joint, in collaboration with BSC Chair, Scheduler, other BSC Shop Managers, Shift Members and Board Volunteer Care Committee Managers & Trainers Intake / Communication Policies & Training / Recruiting Care Recognitions Scheduling Exits Orientation Applicants and paperwork Procedures Supervision Dropins Answer Volunteers@email Flowersin Namebadges Attendseminars Scheduler@ Troubleshoot Prepare Monitor Inquiries box crisis emailbox problems material training Pickups Parties AttendBSC,VC checklists Screen Volunteer Phonecalls meetings Holesemail Terminations Tour Volunteer Award applications Newslettercopy whensick Powerpoint recruiting: submissions Preparebudget Monitorand Facilitate Introductions

04/21/08 Page142of 217 modules websites TurnDowns “StayinginTouch” Holidaycards applyall voluntary Handwritten Monitor Handson and (individualized) changes separations Identify,check Schedule Recommendations thankyou expenses attention/Set elsewhere intoand Interviews notes Review Exitinterviews uprapport Givereferences followup Banner monthly andsurveys Call problems Schedule Maintainand hours(time References Determining evaluatestatistics sensitive) DailyTraffic Promo someonehas Administer control literature CSforms? Special leftthruactivity Placement requests(ex. monitoring Networking Quiz AnnualSurveys– eventsor w/otherVC’s prepare,evaluate Interview coll.sale) andreport Librarystaff Schedule interface Evaluateprogram InitialTraining regularly Court Answer contact AnnualReport questions Cellphone Setannualand andVerizon interimgoals plan Volunteers@e mailbox

T5 5/2008

Friends of Ferguson Library Used Book Shop Committee Manual

Volunteer Management Plan

The Plan consists of:

1. This Summary 2. Volunteer Coordinator Job Description (under Tab 5) 3. Application Form 4. Volunteer Trifold Brochure --Q & A (under Tab 1) 5. Register Practice Checklist (under Tab 1) 6. How to Train for the Book Shops (Following this Plan) 7. Confirmation of Volunteer Service (Following this Plan)

Overview

Our two Book Shops are 100% volunteer staffed AND professionally operated. We strive to provide the best volunteer experience in Fairfield County. We want our volunteers to be the best-trained, most enthusiastic, and most openly appreciated volunteers in town. Thus, we have developed the following plan. The Volunteer Coordinator supports the Shop Managers and Trainers. The Trainers report to the Shop Managers.

Recruiting

We have a strong and steady flow of people eager to volunteer with us. They are our customers, library patrons, book lovers, students seeking community service hours, and newcomers to the community, among others. Besides this wellspring of support, we also openly recruit. Steps include:

A “Volunteer” banner in front of the library from time to time. Brochures in the shops, the library, our cart on the street, and Starbucks. A presence on the Friends’, Library’s, Volunteer Center’s and Volunteer Match websites plus national sites such as Idealist.org and Craig’s List.. Encouraging our present volunteers to recruit their friends. Limited participation in community events and festivals.

We feel these measures are adequate to recruit most of the front line help we need. For more specialized jobs, such as triagers or managers, we may appeal for volunteers via community calendars, press releases, and in more targeted venues. The Volunteer Center’s Stamford Business Council is one source for such help.

T6 1 of 4 1/2008

04/21/08 Page 143 of 217

Applying to Volunteer

Requirements: All applicants must

Be at least a sophomore in high school. Commit to volunteer at least 3 hours/week. Commit to a minimum of 50 hours service within six consecutive months.

The Volunteer Coordinator may make exceptions, but these are expected to be very few or none. It is recommended but not required that all volunteers join the Friends of Ferguson Library.

We look for candidates with these characteristics:

> Works hard. > Looks for things to do. > Is able to work without supervision. > Willing to use e-mail and comfortable around computers. > Can push a fully loaded book truck. > Shows up reliably. > Contributes ideas and suggestions. > Is willing to learn new things. > Works willingly at any task needed. > Is pleasant and supportive. > Acts professionally. > Willing to train others. > Understands and supports our Book Shop Mission. > Welcomes working as part of a team. > Knowledge of books and literature a big plus.

Application Process

Persons wishing to volunteer must complete an application form, available exclusively online. The Volunteer Coordinator contacts the applicant for an interview, if the shop has need of the applicant’s services. If no positions are then available, the application may be placed on hold. At her discretion, the Volunteer Coordinator may choose to call any references offered. Then, if the Volunteer Coordinator determines that the applicant is a suitable match for volunteering in the Shops, the applicant is scheduled for orientation and training.

All volunteers begin their service with a 30-day probationary period. At the end of this time, the Coordinator meets with the volunteer to discuss whether both are happy with the service. If not, the service ends. No volunteer is guaranteed an ongoing position with the Book Shops. If,

T6 2 of 4 1/2008

04/21/08 Page 144 of 217 at any time, Book Shop management or the Volunteer Coordinator feels that any volunteer’s association with the Book Shops is not productive, that volunteer will be asked to leave.

We have no special Teen Program. Teens are expected to perform like any other volunteer. At present, we have limited opportunities for large groups.

Interviewing

We do not accept all applicants! Our work requires a high degree of commitment, confidence, literacy, self-direction and “fit.” The Shops’ investment in intake processing and training a new Volunteer is considerable. We use the interview to assess the applicant’s suitability for OUR operation. If the candidate is not COMPLETELY suitable, we feel it is better politely and clearly to direct the applicant to the Volunteer Center. In assessing the applicant’s technical and social capabilities for placement, we ask open-ended questions such as: What brings you here now? What questions do you have about volunteering at the bookshop?

Although we are able to and enjoy accommodating a wide-variety of personal limitations, during the interview we ensure the applicant understands the following:

It’s an active job.

You should expect to be on your feet working on behalf of the Shop whenever you are clocked in -- NOT reading, doing homework, or generally sitting and waiting for something to happen.

You must look for things to do. There always IS something to do. You must be willing and able to work without supervision.

You must show up reliably. One no-show and you likely will be released; two sudden call- offs in a short time, and you are subject to dismissal.

At her discretion, the Volunteer Coordinator may administer the Applicant Survey (Shelving Quiz) to determine the applicant’s general knowledge about working with books.

Training

All volunteers are expected to participate in formal, on-going training, as part of the volunteer experience. Initially, the Volunteer Coordinator, a Trainer, or a seasoned volunteer orients the new volunteer. The volunteer receives the Volunteer Handbook with all pertinent information, including contact information, Friends website instructions, and job descriptions. A training period ensues -- usually for the length of the volunteer’s first few shifts -- with the new volunteer carefully supervised.

Our goal is to train as many volunteers as possible to as many tasks as the Volunteer is willing to learn and as suit Shop needs. We follow a structured training checklist, which must be pursued in the order listed. Volunteers are encouraged to master as many tasks as possible on the training ladder. However, the decision regarding any volunteer’s ultimate suitability for any job rests exclusively with the Volunteer Coordinator and Book Shops management. T6 3 of 4 1/2008

04/21/08 Page 145 of 217 Initial training includes a period of sorting and cleaning in the workroom and shelving books in the Shop as an excellent method of acquainting volunteers with inventory, layout, and operation. This basic work reveals quickly the tasks the volunteer likes best and enjoys most. Volunteers must spend at least twelve hours at this basic work before they can be considered for cash register duty The Shop manager schedules additional or different training time at his or her discretion.

Volunteers receive training in every aspect of their duties. The Volunteer Coordinator and Shop Managers work together to develop appropriate training materials. These may include vignettes, role-playing, quizzes, written exercises, seminars, and practices, among other tools. Volunteers are encouraged to ask questions and seek additional duties. They should freely pose ideas for improving their own skills and improving the operation of the Shops. Ideas are always welcome.

Evaluating Volunteers

The Shop Managers will evaluate all volunteers on an ongoing and informal basis. As concerns arise, they are addressed immediately via conversation or e-mail. These contacts may include the Volunteer Coordinator. This is intended not only to keep skills tip-top, but also to ensure that our complex and financially successful operation is managed as efficiently as possible.

Attendance

All volunteers are expected to report reliably to their scheduled shift. If a volunteer scheduled to run the register must miss a shift, he or she should arrange a substitute. Absent an emergency, one such missed shift with no sub and no call to the scheduler ends the volunteer’s service. Two missed shifts on short notice without arranging a sub also ends the volunteer’s service. The Book Shop Committee keeps statistics on volunteer hours worked and other items of interest to the Friends Board and the Ferguson Library.

Volunteer Care: Rewards and Recognitions

Volunteers being the Shops’ principal resource and only labor, they must receive appropriate recognition and reward. With sensitivity to the wishes of each volunteer, such rewards may include recognition for hours served, personalized name tags after certain hours served, personal touches like written notes, and a spring luncheon.

When the Volunteer Leaves

Volunteers will be asked to complete an exit survey upon leaving.

If requested and appropriate, the Volunteer Coordinator or Shop Manager may provide a letter of reference.

Evaluating the Volunteer Program

This program will be evaluated on an ongoing basis and formally in writing every year.

T6 4 of 4 1/2008

04/21/08 Page 146 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

How to Train – “Train the Trainer”

Why Formal Training?

Training is the most important job we do. Initial training is crucial, and should be followed by additional training, to both reinforce and update skills. The benefits of training are manifold:

• It imparts what we want done and how to do it. • It conveys to our volunteers that we value them and want to invest in them. • It gives us an opportunity to interact personally and to establish rapport. • It allows the volunteer to express his or her needs, concerns, and questions. • It keeps problems from happening in the first place.

Your Role as a Trainer

Approach training very seriously. Not everyone has the skills and ability to train others. What makes a good trainer?

• You have to know the job well yourself. • You have to have the inclination and time to train. • You have to be patient. • You have to be approachable. • You have to be willing to see when the Trainee isn’t connecting with the material and adapt your methods.

Don’t drop the ball on any of these qualities as you work with volunteers. If there are things you don’t know, learn them. If this isn’t a good time to work together, don’t try to train; reschedule. Our training interaction with our volunteers is so crucial that we can make or break a relationship immediately. We must do this job well.

We Trainers Are a Team

Let’s work together. Share experiences and anecdotes as you work with your volunteers. Just as we ask our volunteers to trust us in training them, let’s trust one another to come up with solutions to our training dilemmas. Also, let’s share the work. Ready? Here goes…

How to Train the New Book Seller – “Front of the House”

The Volunteer’s Personal Training Checklist is your “script.” Make sure the trainee has it and that you know where he/she is in the training process. We generally follow the checklist in the order presented. You may be able to cover several clusters in one shift, or you may need several shifts to train for one cluster. There’s no timetable here.

Orientation To the extent you can do so, tie the entire training experience to our Mission Statement:

T6 1 of 5 2/2007

04/21/08 Page 147 of 217

“Rescue and re-circulate books in our community, Sell quality used books at modest prices, and Provide unsold books free to community institutions.”

The Philosophy

Train with reference to these four components, in order of priority:

• Everyone present works together as a team. Talk and prioritize together. • Book prices, and how to enter those prices into the register. • Customer service. Know your inventory and where it is in the Shop. • Keep the Shop beautiful.

Our Prices

Explain the concept of Default Pricing: Look at the price list. Rather than marking every book, we all must know the “default price.” It’s too difficult and expensive to label every book. Customers and volunteers quickly get used to it. The policy also is important to sorting Triagers when they evaluate new arrivals and collectibles.

The Register

Give a tour of the register’s face. Explain the differences among the colors of the keys. Put the register into training mode, and encourage the volunteer to touch the machine, to type in a few very simple transactions.

You will teach: • Entering a simple white key price • Entering a price using the “@” key • How to get the register to tell how much change is due • Why we do not add individual item prices in our heads and enter a total for them • The two ways to use the pink void key • How and why to do a key void • Refund key • Membership Purchase key • Membership Discount key • Bus fare key • Credit card transaction • Accepting a check • Protocol for free book coupons

Have in hand our “Register Training Checklist.” You may use these as you go along, or you may teach all these things, and then go through the quiz with your trainee as a recapitulation.

Show how to change the tapes. You can break the loaded tapes and treat them as new ones for training purposes. Be sure and have the trainee change both tapes herself, with her own hands! Also, give the fallback scenarios: ask for help at the Library’s circulation desk, call a Manager at home and, ultimately, lock up and operate out of the second till.

T6 2 of 5 2/2007

04/21/08 Page 148 of 217 A Tour of the Desk

Now show our volunteer every item on the desk. Tour the drawers and show how to unlock the top one. Promote courtesy and cooperation among our volunteers.

Customer Service: Around the Store

Again, state the obvious: that we are a retail operation, and depend on the goodwill of our customers. Refer to the posted Customer Pledge. Make these points:

• Greet every customer, and graciously offer to help. • Walk customers to the sections they seek, if they ask for your help. Don’t point. • Circulate around the store. Do not sit behind the desk, as it is a barrier between you and your customers. Do not immerse yourself in reading or your own work. • Have an active presence in the store, both to be helpful, and to deter theft. • Keep personal and telephone conversations soft and brief. • Rely on the desk bell when not at the desk. . Customer Service: At the Register

Americans actually engage in a little drama with each retail transaction. They expect an interaction with clerks to have a beginning, middle, and an end to the encounter. Be explicit about this with our volunteers. It will help them understand our expectations and keep our customers comfortable. Make these points:

• Engage the customer in the transaction. “Are you ready, sir?” Make sure he can read the digital display for the amount of purchase. • Subtotal the entire purchase, look the customer in the eye, and say, “That comes to $4.25, ma’am,” (e.g.). • Ask the customer if he is a Friend of the Library. Explain a little about this. If not, pop the Join the Friends brochure into his bag. • Conclude the register transaction with a big “thank you—please come again!” • Smile. Role-play with your trainee, if you see there’s an issue.

Customer Service: Forms and Special Features

Go over each of our forms. Explain carefully what each form accomplishes. Make clear that we need to be able to read the customer’s writing, his phone number and e-mail address. We need dates entered. We rely on these forms to serve customers as best as possible and also to build our database.

These are the forms you should cover:

• Volunteer Communication Pad (blue) • Friend-to-Friend forms (yellow). Here, explain the Friend-to-Friend program. Tour the brochure. • Volunteer Application flyer (white/red) • Donation Tags (salmon) • Customer Donation Log • Customer Donation Receipt

T6 3 of 5 2/2007

04/21/08 Page 149 of 217 Keeping the Shop Beautiful

Now, take the trainee on a careful, slow tour of the Shop. Travel methodically, discussing EACH section, and its place in the overall layout. Use the Shop Map and the “Keeping the Shop Beautiful – or – What Should I be Doing Now?” sheet (in the Desk Manual.

Location is but one aspect. Replenishing books, cleaning, arrangement, etc. also should be discussed, with particular attention to how we would like the Shop to look: all books standing straight, tucked behind bookends; all easels filled with appealing material (frequently switched out); blank spots on shelves filled with books on easels. Be sure also to hit these highlights:

• Glass cases • Brochure racks • New Arrivals (two places) • Romance Spinner • Each subject area and its subcategories • Cleaning with the dust rag and Windex or Pledge • The Starbucks set-up and how this area is maintained as part of our Shop (see Shop Operations for the details on pricing, stocking, cleaning, honor cash box, etc.) • Writing a message on the white board • Strict alphabetizing of the fiction, mystery, classics, and Sci-Fi collections • Foreign languages. If your trainee knows a language other than English, ask that he or she cast a special eye through that collection each time he or she comes in. • Train on VIKI

Wrap-up

Together, sign off any items on the personal Training Checklist that were successfully completed. Show the trainee where to store it in the blue three-ring binder in the workroom next to the name badges.

Remind him where and how to log his shift time in VIKI.

Give him a copy of the Volunteer Handbook to take home and review. Tell him to look it over, as all that you’ve taught him is reiterated there. He may take it home to review and then return it.

Make sure he knows exactly when he’s returning. Stress again that we must hear from him if an emergency comes up causing him to cancel his commitment.

Contact the Volunteer Coordinator to confirm training was completed, how much of the trainee’s personal Training Checklist you were able to accomplish, and any thoughts you might have about this training or this person.

Extras: Key Items to Cover When Reviewing the Volunteer Handbook Together

1. Customer Pledge. Read each phrase with the volunteer. We are trying to stress the importance of customer service, that this is the keystone of our business.

2. Pledge to Our Volunteers. Again, read each tenet together. We are stressing the essential importance of each volunteer, and our commitment to giving them a meaningful, happy experience with us.

T6 4 of 5 2/2007

04/21/08 Page 150 of 217 3. Job Qualifications/Responsibilities. These are like “classroom expectations,” handed out the first day of school. We have these printed on our application, so the volunteer may already be familiar with them. Go over these carefully. Here the basic task is to convey that we need people to do whatever needs doing: no one can expect to “claim” a single job. PITCH IN. Try hard to get this across. Also, state that we anticipate no problems with our relationship, but should any develop, no one has tenure. We have to be happy on both sides of the relationship. This means that we may have to part company, if it’s not working out. Finally, beg for the volunteer to BE RELIABLE. Call if there’s to be an absence.

4. Shop Map. Copies are in the Desk Manual. From this Map, the volunteer can find where to shelve books, until he or she learns the lay out by heart.

5. Question and Answer Trifold about being a Volunteer. Simply informative. Anticipates some of the volunteer’s concerns, and tries to address them. May have been handed to the volunteer at his or her interview.

6. Join the Friends Trifold. Hand to the volunteer and invite him or her to become a Friends’ member at the special rate of $20/yr. Emphasize that it is not required to join in order to volunteer, but that we encourage this membership as a gesture of support for the organization. Identifies exactly which programs the money we raise in the Book Shop funds. We are trying to make the point that the volunteer’s efforts go to very real, very concrete, and very good causes. Our work is not an abstraction, but goes to make Stamford a better place. We encourage each volunteer to feel good about his or her contribution.

7. “Using the Book Shop Computers.” Training document. Explain that you will go over the procedure for using our computers, in detail.

8. Friends Used Book Shops Pen. Free to volunteers and customers. Also a cue to remind us to explain that we get no perks for our volunteer service: we must buy any books we desire, just like everyone else. If we become Friends members, we get the 10% discount. And we get a 10% discount at our Main Library Starbucks, ONLY while we’re volunteering. Ask that when buying books, the volunteer allow another volunteer to ring up the sale to avoid misunderstanding.

T6 5 of 5 2/2007

04/21/08 Page 151 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Volunteer Coordinator’s most used website log-in info:

Log-in info Volunteer Center of Southwestern Fairfield Co. Volunteer Job Listings http://www.ucanhelp.org

Volunteer Job Listings

04/21/08 Page152of 217 Volunteer Match http://www.volunteermatch.org/

idealist.org Volunteer Job Listings

craiglist.com Volunteer Job Listings

Volgistics Volunteer/Schedule Management http://www.volgistics.com/

VIKI Volunteer communication and posting https://www.volgistics.com/ex/portal.dll/?FROM=5651

Used Book Shop Volunteer Application Form 2/10/08 12:49 PM

Used Book Shop Volunteer Application Form

Please complete this application form if you are interested in becoming a Friends of Ferguson Library Used Book Shops volunteer. Once you complete the form, click the submit button at the bottom.

VOLUNTEERING IN OUR USED BOOK SHOPS "We rescue and re-circulate books, sell quality used books at modest prices, and provide unsold books free to community institutions."

Thank you for considering the Friends of Ferguson Library Used Book Shops. We are delighted you have thought of joining us in our worthy and award-winning enterprise.

All applicants must: - Be at least a sophomore in high school - Commit to volunteer at least 3 hours/week, and - Commit to a minimum of 50 hours service within six consecutive months.

We are looking for these characteristics: - Works hard - Is able to work without supervision - Can push a cart of books - Is widely familiar with books and authors - Looks for things to do - Shows up reliably - Contributes ideas and suggestions - Is willing to learn new things - Works willingly at any task needed - Is pleasant and supportive - Understands our Mission

The Volunteer Coordinator may make exceptions to the requirements, but these are expected to be very few or none.

Free parking is available for volunteers at both Book Shops.

It is recommended but not required that all volunteers join the Friends of Ferguson Library. If you are a CURRENT YEAR member of the Friends please check the appropriate box below.

If you are a a High School Student we would like the name of your school.

PLEASE PROVIDE THE FOLLOWING INFORMATION:

First name: * Last name: * Address Line 1: * Address Line 2:

City: *

State: CT * Zip/Postal Code: * Preferred phone: *

file:///Users/remonsma/Desktop/Used%20Book%20Shop%20Volunteer%20Application%20Form.webarchive Page 1 of 4

04/21/08 Page 153 of 217 Used Book Shop Volunteer Application Form 2/10/08 12:49 PM

Alternate phone:

Email address:

Student At: Choose Teen Volunteer: Friend's Member:

Our Book Shop Shifts MAIN LIBRARY SHOP: Monday through Thursday: 9am-12pm, 12pm-3pm, 3pm-6pm, 6pm-9pm Friday: 9am-12pm, 12pm-3pm, 3pm-6pm Saturday: 9am-11:30am, 11:30am-2:30pm, 2:30pm-5pm Sunday: 1pm-3pm,3pm-5pm

HARRY BENNETT BRANCH SHOP: Monday through Thursday: 10am-2pm, 2pm-5pm, 5pm-8pm Friday: 10am-2pm, 2pm-6pm Saturday: 10am-1:30pm, 1:30pm-5pm

MY AVAILABILITY IS:

Preferred Shop: Choose Can Work on Short Notice: Can Walk to Preferred Shop: Sun Mon Tue Wed Thu Fri Sat Morning: Afternoon: Evening:

My availability is: Choose

From: Month Day Year

to: Month Day Year I would like to serve approximately: hours per: Choose

Library Card Please provide your Library card number and town of residence.

SKILLS Please check any/all of the following that are relevant to you.

SKILLS: Internet User Knows Bookkeeping Knows Desktop Publishing Knows Microsoft Word Knows Mircosoft Excel Marketing Experience Spanish Speaker file:///Users/remonsma/Desktop/Used%20Book%20Shop%20Volunteer%20Application%20Form.webarchive Page 2 of 4

04/21/08 Page 154 of 217 Used Book Shop Volunteer Application Form 2/10/08 12:49 PM

WHAT BRINGS YOU TO US AT THIS TIME?

WHAT IS YOUR FAVORITE BOOK?

HOW DID YOU FIND OUT ABOUT VOLUNTEERING WITH US?

MORE ABOUT YOU: Do you have any special skills, professional experience or training that you would like us to know about you?

Doing Community Service? If this is for Community Service please tell us the name of the agency and provide a contact name and number at that agency.

COMMUNITY SERVICE:

References Please provide 2 References who are NOT family members. References need not be local.

1 2 First name: First name: * * Last name: Last name: * file:///Users/remonsma/Desktop/Used%20Book%20Shop%20Volunteer%20Application%20Form.webarchive Page 3 of 4

04/21/08 Page 155 of 217 Used Book Shop Volunteer Application Form 2/10/08 12:49 PM

* Preferred phone: * Preferred phone: * Alternate phone: Alternate phone:

Emergency Contact First name: * Last name: * Preferred phone: * Alternate phone:

Relationship: Choose *

Do you need parking? We have adequate parking for our Harry Bennett Branch voluntteers at the Harry Bennett Branch. We can arrange for free parking for our Main Branch Shop Volunteers. If you are applying for the Main Branch Shop please provide your License plate State and tag below:

License Plate Tag:

GO BACK TO FRIENDS WEB PAGE | Privacy policy

file:///Users/remonsma/Desktop/Used%20Book%20Shop%20Volunteer%20Application%20Form.webarchive Page 4 of 4

04/21/08 Page 156 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Applicant Survey

An important part of our volunteer work involves shelving books in our Shop. This survey will indicate whether you can easily do this important work. Please do your best in answering the following questions:

T5 page 1 of 4 2/2008

04/21/08 Page 157 of 217

Shelving Books

Fiction: Books of fiction, including novels and short stories, generally involve characters and events which have been imagined by the author. Books of fiction are shelved alphabetically, first by the author’s last name and then by his or her first name.

Example: Ford, Hillary

Ford, Mary

Orwell, George

Smith, Jean

Using the example above, rearrange these authors' names so that their last names are listed in the order they would appear on the shelf. Please write the names alphabetically – last name first – in the column to the right.

Joy Adamson

Rebecca West

Mary Weston

John A. Osborn

James Osborne

Morris West

James Baldwin

Nathaniel Hawthorne

Mary A. Westin

Jane Adams

Faith Baldwin

Dr. Seuss

Isaac Bashevis Singer

James Baldridge

04/21/08 Page 158 of 217

Shelving Books

Non-fiction, By Category

In our work, we must shelve books placed in one large category, into sub-categories. Let’s imagine that you are given the books named below to shelve, all of which are in the large category, “Health”. Listed below are the Health sub-categories to select among. What sub- categories would you choose for each title?

Sub-Categories:

1. Aging and Death

2. Medical Memoir

3. Professionals and Students

4. Diet

5. Alternative Medicine

6. Fitness

7. Diseases and Disorders

Books:

Dr. Atkins Diet Revolution ______

How to Beat Breast Cancer ______

The Last Great Gift: The Years Past Age Sixty ______

Diagnosing Diseases of the Digestive Tract ______

Abs of Steel ______

Natural Remedies: Never Take Another Pill! ______

04/21/08 Page 159 of 217

Sorting Books

Our work also involves sorting books into categories. Into which of the categories listed would you sort the following books:

Categories:

8. American History

1. Sports

2. Philosophy

3. Law

4. European History

5. Literary Criticism

6. Classics

Books:

War and Peace, by Leo Tolstoy ______

Lou Gehrig: A Life, by Sam Grabowski ______

Rules of Evidence, edited by Wm Laidislaw ______

Robespierre, Danton, and the Reign of Terror, by Marie Cle ______

Aspects of the Novel, by E.M. Forester ______

Kant and the Categorical Imperative ______

Grant Moves South, by Bruce Catton ______

04/21/08 Page 160 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Sample Volunteer Welcome Letter

Our mission is to rescue and re-circulate books, sell quality used books at modest prices, and provide unsold books free to community institutions.

Welcome,

We welcome you to our professionally operated, all-volunteer Friends of Ferguson Used Book Shops team. We really want you to enjoy volunteering here, and to find your time productive and useful. Please share with us your thoughts and concerns. We exist only because people just like you have embraced the challenge of running our Book Shops.

Anticipate lots of good times, as well as hard work, shoulder to shoulder with others who share your interest in books, the library, and strengthening our community. We need you. You are not just a vital part of our endeavor, you are its most important part.

Ours is a serious undertaking. We ask you to approach our work carefully, and to handle it in a professional manner. We count on you to behave reliably, to welcome and assist our customers, and to maintain a friendly, supportive environment for our volunteers. We are all in this together. We can only be effective working conscientiously as a team.

The joy of our Book Shops is first in its people. We are so glad that you have chosen to join us.

Gratefully,

Your Volunteer Management Team

T6 1/2008

04/21/08 Page 161 of 217

Confirmation of Volunteer / Community Service Friends of Ferguson Library Used Book Shops

Volunteer Name: ______

Volunteer Address: ______

Number of Hours Served: ______Between these dates: ______

Served at: Main Library Harry Bennett Branch Other: ______

Services Performed:

Book Sorting. Sorting and cleaning book donations. Shelving books by category in the Shop. Straighten shelves and keep neat. Assist with organizing inventory for Friend-to-Friend Free Book Program.

Book Shop. Work in the Shop assisting customers, handling sales and record-keeping. Assisting the sorters with new inventory shelving and special displays. Take customer requests and communicate issues with management.

Other: ______

Our Used Book Shops rescue and re-circulate books in our community, sell quality used books at modest prices, and provide unsold books free to community institutions. We are managed and operated exclusively by volunteers. All our books come from private donations and library discards. All proceeds from our book sales go to go to promote community support for the priorities, programs and activities of the Ferguson Library and to community programs administered by the Friends, including free books to local non-profits, schools and public agencies.

Should you have any questions, please call our Volunteer Coordinator at 203-561-9990. Thank you for supporting the Friends of Ferguson Library Used Book Shops.

By: ______

Title: ______

T6 1/2008

04/21/08 Page 162 of 217

6. Has the VIKI computer system helped you in:

a. Scheduling your shifts? Yes Somewhat No

Explain:

b. Reading messages? Yes Somewhat No

Explain:

c. Logging your shift hours? Yes Somewhat No

Explain/Further Comments:

7. Did you feel the VIKI scheduling process is useful in helping you perform your volunteer duties?

Please circle: Yes Somewhat No

Explain:

8. What suggestions do you have for the volunteer scheduling process?

9. Did you feel you are adequately trained/prepared to perform your Volunteer duties?

Please circle: Yes Somewhat No

Explain:

10. Please describe the PERSONAL SATISFACTIONS you’re getting from your volunteer work with us at this time?

11. What are some of your PERSONAL FRUSTRATIONS?

12. What can the Friends do in the future to improve your PERSONAL EXPERIENCE?

Jan 2008 survey Page 2 of 4

04/21/08 Page 163 of 217 13. Thinking about our VOLUNTEER PROGRAM IN GENERAL, what do you see as some of the overall good things about this program?

14. Thinking about our VOLUNTEER PROGRAM IN GENERAL, what do you see as some of the things about the overall program that could be improved?

15. We try to communicate changes in procedure, training issues, and shop concerns via our weekly Volunteer Newsletter. This is e-mailed to you. If you don’t use e-mail, you can read a copy at the Shop Desk. Do you read the Newsletter?

Please circle: Yes No

If no, explain why not:

16. Whether or not you read the Volunteer newsletter weekly, is there a better way to reach you to convey these matters, e.g., training seminars, hard copy letters, phone calls, etc.?

Explain:

17. We send out the Volunteer Newsletter (or a complementary Friends newsletter) every Friday afternoon at 4:00 pm. We are trying to balance sending you what we think you need to know about right away versus too much information if the newsletter is sent less frequently. Knowing this, do you think the Newsletters are sent:

Circle: Too often Just often enough Not often enough

Explain:

18. Do you have any other suggestions for improving the Newsletter?

Explain:

19. Have you ever attended the annual Spring Volunteer Luncheon?

Please circle: Yes No

If not, why not?:

Jan 2008 survey Page 3 of 4

04/21/08 Page 164 of 217 20. Thinking of your volunteer experience with the Friends, please rate these factors on a scale of 0 to 5, with zero being "strongly disagree" and 5 being "strongly agree." Feel free to add explanatory notes.

0 1 2 3 4 5 – Volunteers are adequately oriented and trained as needed.

0 1 2 3 4 5 – I feel accepted and supported by the MoMs, Shop Managers, Volunteer Coordinator and Chair.

0 1 2 3 4 5 – The level of recognition given to Volunteers is appropriate.

0 1 2 3 4 5 – Volunteers are trusted to do important things.

0 1 2 3 4 5 – My work is contributing to the mission of the organization.

0 1 2 3 4 5 – My skills are valued and put to good use to benefit the organization.

0 1 2 3 4 5 – I am made to feel a part of the team in accomplishing the work of the organization.

0 1 2 3 4 5 – I am provided the resources and access needed to complete my projects.

0 1 2 3 4 5 – I would recommend volunteering with this organization to my friends and family.

0 1 2 3 4 5 – I am pleased with the training and self-improvement opportunities made available to me.

Your General Comments:

Jan 2008 survey Page 4 of 4

04/21/08 Page 165 of 217 Friends Used Book Shops Volunteer Survey, January 2008

Please help us to improve your experience by answering this survey!

Feel free to use the back of the page or add a page for your additional comments.

Return it to the Manager’s Box, reply via e-mail attachment or USPS mail to: Barbara Leffler, Friends of Ferguson Library, One Public Library Plaza, Stamford, CT 06904

At which Shop do you MOSTLY work? : Main HB

Your Name: ______

1. If you have joined the Book Shop team WITHIN THE LAST TWO YEARS, what did you like and what do you feel can be improved with regard to the application and interview process?

2. Did you feel your current duties provide a good balance of responsibility and fun?

Please circle: Yes Somewhat No

Explain:

3. Since managers cannot always be on site to suggest duties, do you feel that you are always able to find productive things to do when you report for your shift?

Please circle: Yes Somewhat No

Explain:

What, if anything, would help you to know what to do next?

4. Would you like to make any changes in your volunteer responsibilities at this time? If so, please describe. (Be sure you include your name above so we can follow up with you. If you prefer, please notify a Manager one-on-one to discuss this concern.)

Explain:

5. Do you feel that your suggestions/ideas/concerns regarding your schedule, training, and ways for improving our Book Shops are taken seriously and responded to promptly?

Please circle: Yes Somewhat No

Explain:

Jan 2008 survey Page 1 of 4

04/21/08 Page 166 of 217 Friends of Ferguson Library Used Book Shop Volunteer Exit Survey

Thank you so much for your service at the Friends of Ferguson Used Book Shops. Please take a few moments to complete this survey so we can improve the experience for our volunteers. Feel free to use the back of this sheet to answer questions if you run out of room on the front. You can drop off the survey at one of the Shops, or mail it to:

Friends of Ferguson Used Book Shops One Library Plaza Stamford, CT 06904. Attn: Volunteer Coordinator

1) Which Shop did you volunteer with most regularly – Main or Harry Bennett?

2) How long did you work with the Shops?

3) What originally motivated you to volunteer at the Shops?

4) Why did you continue to volunteer at the Shops?

5) What did you like best about volunteering at the Shops?

6) What did you like least about volunteering at the Shops?

7) Were you adequately trained for your duties at the Shops? If not, please describe the training you wish you had received.

8) Would you recommend volunteering at the Shops to your friends? Why or why not?

9) What advice would you give to a new volunteer at the Shops?

10) How could we improve the volunteer experience at the Shops?

11) Why are you leaving the Shops?

12) What suggestions, if any, do you have for improving the store itself?

13) Feel free to add other comments here or on the back:

14) Your name (optional): ______T6 1/2008

04/21/08 Page 167 of 217

04/21/08 Page 168 of 217

Tab 6 – Financial Matters

www.friendsoffergusonlibrary.org

[email protected] [email protected] [email protected] [email protected] [email protected]

T6 012008

04/21/08 Page 169 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Financial Principles for Operating the Friends Used Book Shops

FID #06------CT Sales Tax Exemption #E------Pricing and Display

Everything we sell was donated to us for free; hence, all sales are 100% profit. Therefore, we don’t sweat pricing so much as try to make best use of our scarce volunteer labor. We price to sell fast because we believe that selling low is better than not selling at all or handling the book again through weeding or re- pricing. Our default pricing system means that prices are set by size, type, and genre, rather than being individually marked. This not only saves work, materials, and money, it protects the books from damage. It is also is a good mental “default” checkpoint on collectibles and new book pricing.

Most of our customers are highly price-sensitive. As much as a third of our revenue comes from dealers; they have to buy “at wholesale” to buy at all. Our poorest clients can’t afford to pay much but value literacy and the books offered in the Shops. Clients who would pay more just end up buying more books. Therefore, prices are set to maintain a balance, informed by experience, between the volume of quality donations coming in, available display spaces, sales volume, and price sensitivity. Our inventory management “prime directive” is: “If it’s in the back, it can’t sell.” So, it is better to get it out in boxes stacked atop shelves or in the safe floor areas than not at all.

As a rule we do not market other agencies’ materials -- our customers do not appreciate other agencies’ advertisements or merchandise. Our customers also do not seem to care about our own branded merchandise at the price at which we can afford to sell. Our segmented marketing has maximized the sale of more and different kinds of books at higher prices than would Shop sales alone.

Cash Controls

The cash register journal tape records every keystroke and transaction, which is useful to check for problems on the spot and to discourage skimming. We run EVERYTHING through the cash registers, including membership sales and bus fare reimbursements (special keys).

The Volunteer Attendance VIKI system, shift envelopes, till counts, and Z-1 register tallies are the first line of defense against sloppiness and malfeasance. We count shift sales and deposit receipts as often as practical. At present, we like to do it twice a week at Main and once a week at Harry Bennett.

By noting inaccuracies, underage, overage, etc., as part of the shift report process, we are able to spot trends and trouble points quickly. If these tend to show up only in the records of certain people, and then regularly, we can decide rapidly whether more training or dismissal is appropriate.

The Library security guards’ presence helps discourage theft but we are not shoplifting-safe, particularly at Main.

Back-up sales assistance by security guards, circulation staff, and the lock-box honor system in Starbucks have been essential to our growth, although less so as we staff up more shifts. Further, customers rely on knowing that we are “open whenever the library is open.” Many of our sales happen just before Library closing whether or not we have a Volunteer present. Sales do tend to be better when a Friends’ Volunteer is present.

All things considered, having so many people handle our money may be risky. At some point, one just has to trust people because our sales have increased substantially with all the help. T7 01/2008

04/21/08 Page 170 of 217 FRIENDS OF FERGUSON MAIN LIBRARY BOOK SHOP Febraury 2007

Day Date Am Pm1 Pm2 Eve Sec Star W.Tag Tot Events Others Prk/bus C.C DEPOSIT Thurs. 1-Feb-07 28.05 131.20 112.95 153.55 425.75 74.75 351.00 Fri. 2-Feb-07 749.87 541.87 282.95 1,574.69 425.62 1,149.07 Sat. 3-Feb-07 133.10 249.90 416.52 799.52 25.00 35.75 788.77 Sun. 4-Feb-07 218.85 4.50 223.35 11.50 211.85 W. Tot 911.02 1,141.82 812.42 153.55 4.50 0.00 0.00 3,023.31 25.00 547.62 2,500.69 Mon. 5-Feb-07 23.25 46.50 39.00 21.00 15.51 145.26 25.00 120.26 2,620.9 Tue. 6-Feb-07 367.90 28.35 195.54 20.50 612.29 219.50 392.79 Wed. 7-Feb-07 93.10 179.06 77.05 85.55 434.76 25.00 2.50 87.40 369.86 Thurs. 8-Feb-07 48.50 27.00 58.00 30.25 26.66 0.50 190.91 26.00 164.91 927.56 04/21/08 Page171of 217 Fri. 9-Feb-07 432.00 157.90 90.60 680.50 25.00 519.05 186.45 Sat. 10-Feb-07 66.42 165.35 82.85 314.62 63.42 251.20 Sun. 11-Feb-07 68.00 124.30 4.25 196.55 39.00 157.55 595.20 W. Tot 1,031.17 672.16 667.34 157.30 19.76 26.66 0.50 2,574.89 50.00 2.50 979.37 1,643.02 Mon. 12-Feb-07 57.25 88.75 74.10 89.50 309.60 83.00 226.60 Tue 13-Feb-07 10.25 126.50 91.75 20.80 3.50 252.80 20.00 34.00 238.80 Wed 14-Feb-07 13.00 21.35 34.35 68.70 68.70 Thu 15-Feb-07 10.50 96.15 43.00 23.00 10.00 182.65 8.00 174.65 708.75 Fri 16-Feb-07 64.62 120.40 108.15 293.17 36.50 256.67 Sat 17-Feb-07 50.75 75.75 128.55 255.05 41.30 213.75 Sun 18-Feb-07 109.16 117.15 226.31 30.15 196.16 W.Tot 315.53 646.05 479.90 133.30 3.50 10.00 0.00 1,588.28 20.00 232.95 1,375.33 Mon. 19-Feb-07 Tue 20-Feb-07 37.25 106.30 62.70 206.25 21.20 185.05 703.83 Wed 21-Feb-07 34.00 91.40 230.60 55.45 411.45 27.75 383.70 Thu 22-Feb-07 15.75 53.75 16.00 49.75 32.00 7.03 1.00 175.28 9.50 165.78 Fri 23-Feb-07 26.25 190.90 125.35 342.50 21.00 321.50 697.28 Sat 24-Feb-07 91.00 88.66 139.27 318.93 40.00 278.93 Sun 25-Feb-07 194.90 89.50 284.40 28.00 256.40 W.Tot 204.25 531.01 768.82 139.25 87.45 7.03 1.00 1,738.81 147.45 1,591.36 Mon. 26-Feb-07 40.25 158.75 27.00 2.00 228.00 6.00 222.00 1119.58 Tue 27-Feb-07 40.75 99.25 48.90 134.50 15.00 338.40 100 20.00 418.40 Wed 28-Feb-07 36.75 36.50 113.85 219.85 406.95 80.55 326.40 W. Tot 117.75 135.75 321.50 381.35 17.00 0.00 0.00 973.35 100 106.55 966.80 704.05 M. Tot 2,257.72 2,460.03 1,959.66 444.15 27.76 36.66 0.50 9,898.64 0.00 195.00 2.50 2,013.94 8,077.20 8,077.20

T8 P3 2/2007

Friends of Ferguson Library Used Book Shop Committee Manual

FRIENDS OF FERGUSON BOOK STORES FY 2006-2007

THIRD QUARTER

MAIN HARRY BENNETT BOTH 1/1 - 1/7 $4,570.93 $1,045.34 1/8 – 1/14 1,964.81 1,276.47 1/15 - 1/21 1,942.36 1,134.44 1/22 - 1/28 1,960.21 1,134.66 1/29 - 1/31 1,325.08 506.57 January Total $11,774.24 $5,097.48 $16,871.72 Credit Cards (included above) 23.0% $ 2,703.66 13.1% $ 669.27 20.0% $3,372.93 Staff (included above) Security $ 188.76 Circ.Desk $ 28.00 1.3% $ 216.76 2006 Comparison +7.6% $10,947.52 +17.0% $4,356.77 +10.2% $15,304.29 Budget Comparison +48.7% $ 7,916.67 +22.3% $4,166.67 +39.6% $12,083.33

2/1 - 2/4 $3,023.31 $ 490.95 2/5 - 2/11 2,574.89 1,166.11 2/12 – 2/18 1,588.28 1,086.14 2/19 – 2/25 1,738.81 1,176.80 2/26 – 2/28 973.35 504.32 February Total $9,898.64 $4,424.32 $14,322.96 Credit Cards (incl. above) 20.3% $2,013.94 11.9% $ 527.39 17.7% $ 2,541.33 Staff(included above) Security $ 132.21 Circ.Desk $ 90.53 1.6% $ 222.74 2006 Comparison +12.7% $8,785.33 +20.4% $3,674.23 +15.0% $12,459.56 Budget Comparison +37.5% $7,916.67 +6.2% $4,166.67 +18.5% $12,083.33

YTD TOTAL $87,438.13 $41,453.99 $128,892.12 Credit Cards(incl. above) +19.1% $16,677.62 13.9% $ 5,765.42 17.4% $22,443.04 Staff(included above) 2.6% $ 2,302.08 2.2% $ 899.98 2.5% $ 3,202.06 2006 Comparison +30.9% $66,789.83 +15.8% $35,791.37 +25.6% $102,601.12 Budget +38.1% $63,333.36 +24.4% $33,333,34 +33.3% $96,666.70 Comparison

T7 2/2007

04/21/08 Page 172 of 217 2007-2008 Book Shops Budget 5/10/2007 Final Submission to the Board

REVENUE FROM SALES

Main=Average of $10,000/mo, about 26% over last year's budget and abo Main Library Shop $120,000 projected actual for this year. NOT factored in is loss of sales d cut-backs connected with City budget cuts.

Average $4,750/month, about 14% over last year's budget and about 95% Harry Bennett Shop 57,000 year's projected. NOT factored in is loss of sales due to HB op connected with City budget cuts. Time to be at Wee

This is a about a 22% increase over last year's budget and conservatively c TOTAL REVENUE $ 177,000 with this year's projected gross revenue of $190,000+.

BOOK SHOPS ORDINARY EXPENSES

Regular Shop Expenses Reﬂects this year's actual experience for operations expense AND equipmen Supplies and Equipment (12,000) TOGETHER, less items moved to Volunteers and F2F Credit card fees (1,200) Reﬂects this year's experience plus a bit of growth ($13,200)

Marketing / Printing / Advertising Goodway/Printing (3,000) Current experience less transfer to Volunteers and F2F

($113 x 3 weekend days every week April thru September =) $2938 + ($1 Advocate Classiﬁeds (3,800) weekend/mo. October thru March =) $678. Annual $3,616 + local advertising.

$140/mo.= $1,680 + tax. An experiment and also help us get picked up b Advocate Web ad (1,800) big search engines. Can stop at any time. Three month trial to

Advertising BookSaleFinder (270) $67.50 x 4x/year = $270). Our most effective regional/dealer advertising.

Misc. mailings. Volunteer Management Committee will take over schedules, Postage (100) should decrease because of new on-line systems.

(8,970)

Contingency (500) Current Experience

Consistent with last years budget and with actual experience, less transfers TOTAL BOOK SHOP ORDINARY EXPENSES ($22,170) Volunteers and F2F.

SHOP OPERATIONS NET INCOME $ 154,830 Exceeds last year's budgeted operating net by about 27%

EXTRAORDINARY EXPENSES

Starbuck's or outdoor back-lit sign ($1,000) Placeholder -- If staff can arrange

Costs associated with renovation ($2,000) Placeholder -- unknown

Placeholder estimate based on preliminary website feature search. Needs re New POS System ($4,000) and BSC consensus.

TOTAL EXTRAORDINARY EXPENSES ($7,000)

Exceeds last year's budgeted net by about 27% and is conservatively consi PROJECTED NET INCOME $ 147,830 (91% ) with this year's projected net income of about $162,000

What's not included: Any special events (assume expenses will net against revenue); technology/computers rolled up to Board; Volunteer expenses, cell phone, voluntee now in a separate Board Committee budget; F2F now in a separate Board Committee budget; Weed (nothing has happened); Staff holiday gifts

04/21/08 Page 173 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Sample Invoice -- For Friends Letterhead

FID # 06-1027077 -- a 501(c) (3) non-profit CT Tax-free permit # E-00936

September 13, 2007 Invoice

To: “Six Wives…” Production Company

Custom Order

Books:

“Antique Look”: 12.0 LF

“Purple/Gaudy”: 6.0 LF (Note, we have much more available in purple paperback romances) “Business/Office” 7.5 LF ____

Total: 25.5 LF @ $5/LF = $127.50

Labor (coordination, selecting, editing, packing, labeling, and measuring):

8 hours @ $10/hr. = 80.00

TOTAL DUE UPON RECEIPT $ 207.50 ======

Thank You For Supporting the Friends of Ferguson Library Used Book Shops!

“We rescue and re-circulate books, sell quality used books at modest prices, and provide unsold books free to community institutions.”

04/21/08 Page 174 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

FRIENDS OF FERGUSON LIBRARY EXPENSE REIMBURSEMENT FORM

Date Submitted______/______/______Requested by______

Check Needed by (Please allow two weeks for processing) ____/_____/______

Check amount $______

Check payable to: ______

Check mailed to: ______

______

Date Program Amount

___/____/______$______

Total $______

Please attach any documentation relating to these expenses.

Approved by______Date______Check #______

T6 01/2008

04/21/08 Page 175 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Cash Register Codes for Managers

What GT (“Grand Total”) numbers mean: GT1 = Positive revenue entries GT2 = Negative revenue entries GT3 = Difference between G1 and G2 GT4 = Training Mode $$

Clear GT information (usually at the 1st of the month) with red key turned to “PGM”

9942 “.” @ cash =, then 9943 “.” @ cash

The GT numbers will be rolled back to zero.

Training Mode (use during training to not mess up GT or Z reports):

Red register key to “PGM” Enter 2910 “.” @ cash then return red key to “REG” = Training Mode ON Red register key to “PGM” Enter 2911 “.” @ cash then return red key to “REG” = Training Mode OFF

For all questions and programming, call

Monroe Cash Register Warehouse at 1-800-836-8400.

Just say you need assistance with programming and they’ll give you to someone who will walk you through it.

The Pre-set price keys are called “Department Keys”

T6 1/2008

04/21/08 Page 176 of 217 Book Shops Vendors

Library's - need same+A1 discount Vendor Login/password Product One -time Shipping ID Billing Information Contact Detail Comment

Demco Book cleaning supplies 1-800-962-4463 already set up direct bill Fax:1-800-245-1329

Century Marketing Corporation Bags 18x18x4 White 1-800-537-9429 already set up direct bill (www.centurylabel.com) Fax:1-419-352-4234

Brodart ask for same discount as Library

Cabela's International EZ-UP Sierra Instant Shelter 1-800-237-4444 don't need to set this one up (www.cabelas.com)

VeriPack and Bags N Bows Shipping material (Corrugated Shipping/Polypropylene) 800-388-4344 Not sure: May already set up direct bill (www.veripack.com) Fax:800-328-5146 (www.bagsandbowsonline.com)

Monroe Sales Register Cash Register Sales, Service and Paper 800-836-8400/800-724-0262 They always require a Cashier's check at delivery Fax:585-381-2806 May dump them in favor of CT Cash Register--recent repai Planet Label If we can set them up, I'll start going with them

Displays2Go Glass Display Case 1-800-572-2194 (www.displays2go.com) Outdoor Pamphlet Dispenser Fax:1-401-247-0392

Goodway Printing & Graphics Laminated Shop Signs 203-324-7319 already set up direct bill

04/21/08 Page177of 217 Fax:203-324-7351

Book Sale Finder Advertisers already set up

Merchant Warehouse Credit Card Thermal Roll 617-854-8910

ULine Card board boxes ( 12x10x10 or similar depending on price) 1-800-295-5510 (www.uline.com)

Staples Miscellaneous Office Supplies 1-800-333-3330 (www.staples.com)

PromoGiftsUSA Promotional goods 203-358-0592 She's retired for now so do nothing Fax:203-358-8618

Midway Auto Supply - Liquid Cleaners

Gaylord Book Trucks and Shelving supplies 1-800-634-6307 Library's - need samw discount (www.Gaylord.com) 1-800-448-6160 Fax:1-800-272-3412 FlagsRUs

Quill Pocket Folders 1-800-7891331 (www.quill.com) Gum Remover Fax: 1-800-789-8955

Adobe Acrobat

Volunteer Center Volunteer Listings

Volgistics Volgistics and VIKI

Volunteer Match Volunteer Listings

VIKI

Yahoo calendar Passwords for the Workroom computers Staples Fed Tax ID CT Tax exempt #

T10 2/2007

04/21/08 Page 178 of 217

Tab 7 -- Marketing and Visibility

www.friendsoffergusonlibrary.org

[email protected] [email protected] [email protected] [email protected] [email protected] T7 01/2008

04/21/08 Page 179 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Marketing Plan

Situation Analysis

Friends of Ferguson Used Book Shops are at a tipping point. After concentrating for the past three years on facilities, procedures, and volunteer training, it is time to grow mindshare and increase visibility within the county and its growing customer base. Named one of “Fairfield County’s 50 Coolest Spots” by CT Family Today magazine, the Shops are one of the few Fairfield County library bookstores in full-time operation, giving them a unique opportunity and position to build on this momentum and expand their message in the greater community.

Objectives 2007 – 2008

Continue to build mindshare and support for the Friends Used Book Shops that will in turn: 1. Increase book and music donations in both quality and quantity. 2. Increase both gross and net revenue to allow the Friends Board to fund Library programming and special gifts at the most generous levels possible. 3. Allow continued Friend-to-Friend Free Book support of Stamford schools and non-profit agencies. 4. Attract high quality, committed, long-term volunteers. 5. Tap into UConn Business School for student Interns. Contact other adjacent colleges to network for additional exposure in Fairfield County.

Marketing Vectors 1. Shop Sales 2. Donations 3. Volunteers 4. Friend-to-Friend Free Book Program (see its own detailed plan) 5. Collectible Sales 6. Rare Book Sales

Marketing Advantages (Some are Main, some are HB, some are BOTH) 1. The only place in Stamford that accepts most book donations for public purposes. 2. The only year-round used bookstore in Lower Fairfield County. 3. Located near a major UConn campus with good relations already established. 4. The only local bookstore with direct access to the public library. 5. The only bookstore that shares in Ferguson’s Library ads and events. 6. We share space with Starbucks, one of the most popular coffee retailers in the USA. 7. An existing opt-in database of customers and Friends members.

Marketing Challenges 1. Although much improved, continuing lack of awareness in the City of Stamford and the greater area, even for Library patrons. 2. No present method of segmenting customers. 3. No inventory record, which limits tracking subject sales, although we are just starting to track sales by price category. 4. Is professional knowledge and help needed about how to reach and engage existing and new customers? 5. The customer database is self-selecting and limited to email address only. Ads and e-alerts go to everyone and cover everything. 6. Little time, energy, or method for follow-up customer care. We apply “Simplification Rules” to every suggested idea.

T7 Page 1 of 4 01/2008

04/21/08 Page 180 of 217 Clientele In October 2005, we conducted a street survey of 396 people in and around downtown Stamford. The survey was designed by a UConn MBA student. According to the collected data from the questionnaires, the customer profile for the Main Shop (in their majority) is:

1. Customers from age 18 and earlier, but the biggest untapped potential group is 55 or older. 2. They are primarily female, white, and single with no children. (Experience in the Shop is that we have a loyal male clientele as well.) 3. Live or work in Stamford, Fairfield County, or Westchester County. 4. Speak English and are highly educated (many finished graduate school). 5. Like to read books: mostly novels, fiction, biographies, mysteries, and history. 6. Work full time and their income is from $25,000 to $49,000. 7. They go to the Public Library once a month. 8. They have been to the Main Library, but majority did not buy books. 9. They would buy from the Shop but would not buy items in poor condition. 10. They would rather buy than borrow books. 11. They shop regularly in new-book stores and online. 12. The four things that they value the most from a bookstore are: a. Variety b. Easy-to-find subjects c. Knowledgeable staff d. Good book organization

Commentary: This profile conflicts somewhat with our experience. We tend to see and serve a much broader population -- all kinds of people, all ages, genders and socio-economic status, countries of origin, etc. Our Committee’s sense, watching what sells day-in day-out, is that fiction, sci-fi, pocket fiction, art, travel, classics, religion and philosophy move well at Main. No similar survey was conducted for the Harry Bennett Shop, but given the nature of that Shop, its regular clientele and core Volunteers’ long time service, we can confidently state that when compared to the Main Shop, HB clients tend to be on the average older, more likely to be married with children, most interested in fiction, mystery, and children’s books, likely to be willing to pay more than Main customers for gift books, but less likely to be interested in specialty non-fiction.

An Overview of Marketing Strategies, and Corresponding Tactics Suggested To Execute Them

Database Enhancement At the moment the Book Shop Committee and the Friends Board have completed a roll-up of all Friends databases (not just the Shops) and installation of a hosted database system. For the Shops, this database is used as a way to keep mindshare and to construct loyalty. This easily accessed, combined database will include: 1. Friends members 2. Shop customers who have signed up online 3. Book donors who have provided an e-mail address on the Donation Log 4. We have abandoned Customer Request Forms and our “want system,” as unworkable

Customer Care, Identification, and Tracking 1. We have identified what type of customer service or support we can realistically offer. We do not promote or promise what we cannot deliver excellently. 2. The Shops have generally friendly, helpful, and knowledgeable volunteers; recruitment, continual encouragement, and training are essential. 3. Build database. Although the questionnaire research showed that 56% of the people do not want to receive information from the Friends, there are 30% that do that should be exploited. The best way to do this is to ask every paying customer to leave his or her contact information.

T7 Page 2 of 4 01/2008

04/21/08 Page 181 of 217 General Shop Awareness

Advertising for Awareness – Philosophy We just haven’t had the budget or inclination to do much of this. We have determined, with experience, to rely primarily upon our direct e-mail alerts, a few small paid tag sale ads, and free ads, but we can implement some of these over time as resources (mostly time) allow:

I. Brand Development

A. Image 1. Tag Line for Advertising: “Book Rescue” 2. Our logo is an important confidence-builder leading to “brand loyalty.” 3. Emphasize benefits from supporting the Shops: 3.1. Reinforce advertising awareness campaign 3.2. Fun, objects of beauty, cheap thrills, bargains, discovery, intellectualism, uniqueness, friendliness, originality, preferably show images with Friends and books together. 3.3. Strengthen Friend-to-Friend Free Book awareness. 3.4. Tax benefits of donating books. 3.5. Library programming support and win-win-win! 3.6. Offer free workshops and seminars; Link with leading associations or groups, and offer to speak. 3.7. Theme ads and promotions, like the Sci Fi – have fun. 3.8. Use famous quotations implying intellectualism and originality. 4. In-Shop Promotional Activities (customer carries out the brand image): 4.1. Cheap Friends pens and bookmarks, given for free, is all the money we want to spend. More expensive items purchased for resale create potential sales and income tax issue. 4.2. Simple contests on the website and in the Shop. Since the business is in the area with a lot of foot traffic, putting a game or a contest at the door can draw additional customers. It can be something as simple as the old jelly beans in the jar contest. If possible, use the contest to do double duty; in addition to getting the contestant’s name and address, ask for information you need to better market your products or services. 4.3. Seasonal promotions, outdoor white tag, and other promotions in Library Plaza.

B. Collateral Materials 1. Review collateral promotional materials for image and verbiage update. 2. Reprint existing/develop new bookmarks, flyers, posters, parking info; update look, feel, and image. 3. Customized, simple flyers and posters for local awareness contacts. 4. Mobile donation outposts (with focus on building the Library’s collection?) (e.g., B&N, Borders)

C. Community Partnering 1. “Donate” brochures to B&N, Borders, Just Books, UConn and others (See list); Greenwich, Darien, and Westport Libraries: share our manual and joint marketing ideas. 2. City-wide book drive (like recyclables and electronics); City website links. 3. Businesses all around the Square; through DSSD and direct visits. 4. Tie in with civic organizations and bigger businesses for general and seasonal used book drives.

II. Distribution Channels A. Library Cross-Promotion 1. “Focus on Ferguson”: permanent cross-links on web version. 2. Piggy-back onto Library ads, publicity, and mailings whenever possible. 3. Library email list: send out special Tax Time donate and sign-up for the alerts. 4. Continue to work with Library staff to promote, report, and explain programs at staff meetings. 5. New Library card applications: give Support Your Library trifold with new card. 6. Ferguson Bookmobile: flyers/bookmarks.

T7 Page 3 of 4 01/2008

04/21/08 Page 182 of 217

B. Direct Communications 1. Expand Database through website and directory mining; local opinion makers. 2. Better Communication area in renovated Shops. 3. Corporations buy free book coupons as rewards. 4. Pass out Collectible Sale calendar bookmarks

C. Community Awareness 1. Big companies – personnel departments. 2. Neighborhood Associations 3. Welcome Service (bundled with the Library’s items) 4. Churches/Synagogues (community service idea) 5. Realtors (client packets) 6. Moving Companies (client packets) 7. Relocation Companies (client packets) 8. Tag Sale Professionals (leftovers) 9. Avalon Apartment Group (new resident packets) 10. SWCBC (community service idea) 11. Chamber (community service idea) 12. Local hotels (Flyer stands) 13. College and HS media (community service idea)

D. Public Relations/Media Outreach (can be handled by Library staff) 1. Develop a standard press kit 2. Community/Professional Newsletters; other Library Newsletters 3. General Press Releases 4. Public Service announcements (see lists) 5. Bylined articles: propose and place bylined articles in target publications 6. Speaking opportunities 7. Target local newspapers and magazines (see lists) 8. DSSD, Chamber, and SWCBC calendar directories 9. Ongoing/current direct advertising 10. CT, NY, and NE Antiquarian Book Dealer Associations 11. College newspapers/newsletters 12. WSTC/WNLK/WGCH 13. News Channel 12

E. Advertising Venues 1. Websites: booksalefinder.com, Moffley, and Fairfield County Online 2. E-newsletters: customers, volunteers, members and Friend-to-Friend 3. Advocate 4. Outdoor Cart (“the “Beast”) 5. Place ads on sites frequented by our target audience and in the opt-in e-newsletters published by those sites, writing articles for placement on key websites.

F. Influencers 1. Major book donors (Include surrounding towns) 2. Tap into Library Trustees for new and existing contacts 3. Enlist UConn and other college student interns to support marketing campaign 4. Corporations buy free book coupons 5. Friends members 6. Enlist our regular customers for ideas and word-of-mouth

T7 Page 4 of 4 01/2008

04/21/08 Page 183 of 217 RESULTS OF COMMITTEE VOTING – FILE WITH THE MINUTES September to January BSC Meetings 2008

Book Shops 2007-8 Committee Goals and Objectives: Streamline and Simplify, and/or Finally Adopt or Reject “Perpetual Suggestions”

Background and Rationale

The Book Shop Committee faces little challenges and celebrates little victories every day. We have been able to manage adequately most of the challenges we have encountered during the past five years but we do seem to be at a point in our growth cycle that invites systemic assessment. Installing the new IT systems are crucial just to continue the Book Shop operation at its current pace and scope, which continues to trend more sharply upward than ever imagined.

At this date, our most critical issues are 1) managerial time and attention pressures and 2) workspace issues in the Main Workroom and at the HB Shop.

The BSC operates in three separate locations: Main Shop, HB Shop and the Workroom (Main Library loading dock). Space has become one of the overriding in both the Workroom and at HB Shop. Workroom: It cannot be overstated how much efficiency is lost and how many tasks are interrupted in our current Main workroom configuration. It is hoped that the potential problems in being moved to the basement -- bringing donations down the elevator, hauling inventory and trash up the elevator, no windows, not being present to assist donors, etc. – will be offset by fewer interruptions, fewer collisions, and a more congenially-shaped space (square instead of shotgun). Not having direct loading dock access surely will impact our donors and donations as we often help donors unload, answer their questions, make connections and assurances consistent with our professional approach.

HB Shop: Some recent procedural and personnel changes we have made look promising although it’s too soon to tell. Other problems appear mostly insolvable: 1) storage space at HB for HB’s 25+ holiday book boxes; and 2) more protected workspace when a third worker (usually a Triager) is present.

The BSC has a long list of ideas raised but unresolved ‘yes’ or ‘no’ over time, plus issues raised in recent Strategic Planning and BSC brainstorming sessions. These are some of the issues we face in considering each:

1. There would be resource costs associated with some but would gains in our most critical resources make for an overall net gain or loss?

2. Will something become more complicated in one area even though it would simplify another area?

3. Some make us vulnerable to “rip-off” – do we just live with that?

4. Some don’t fit our business model – volunteer-operated, funky but professional, etc. How much are we prepared to modify our model?

04/21/08 Page 184 of 217

Rules for Discussing the Following:

1. These suggestions are in no particular order. 2. Some suggestions were made merely to provoke discussion as to “why we do what we do now.” 3. If the discussion is long or the item can’t be resolved, anyone call for “deferral.” 4. Let’s get through as many as possible at each meeting until all resolved or deferred to a date certain or condition met. 5. Once a matter is agreed upon (by consensus or majority), everyone agrees to understand why, support it to volunteers and the public, and be able to explain to anyone that asks. 6. We prefer Main and HB to be the same but recognize there may be differences. 7. If discussing these brings up other ideas, please say them now and we’ll add to the list.

Category Idea Yes, Why? Any No or Follow-up? Defer? Default Make all children’s “1/2 price” YES Children’s AS OF 10-1 Pricing (i.e. Children’s 50 cents and PB to 50 $1.00. cents

Raise default prices on NO hardcover books to $3; Videos to 50 cents Mark-ups Eliminate all NO and mark- Sticker everything on the back No downs right corner (stickered Price Stickers (Switching back to Yes Debbie will do items) Avery as soon as Denise has time); Eliminate others Weeding Eliminate VHS videos No Still sell and inventory Use different colors per month/ Defer Trial started Sept 1 control quarter/. If not sold in 30/60/90 on 90 day cycle for days, anyone can weed out one year Always triage before books are Yes Volume cleaned, not just after Let more people second Yes sort/lower standards Get a scanner for books with bar Defer What for? David to demo if we codes; track inventory in and out want to see Eliminate recycling No Switch to City Carting Ramp up HB first triagers Yes Brenda, Evelyn Red Bags –create a working yes Yes Save work Changes often or no list on both ends Shop Cut down “open” or staffed Yes Pressure One e-mail try to Management hours (even though we will lose staff, then leave bare revenue) 2

04/21/08 Page 185 of 217

Category Idea Yes, Why? Any No or Follow-up? Defer? Eliminate Times Book Lists and Yes Too much Times Book Review copies at work Main Sales Tracking (POS system of Defer Need to do IBM grant? more info from what we have this better, now?) more simply and share info with all Eliminate Customer Requests or Yes/ Too much Main will eliminate; make for members only – at No work HB will keep Main? Add a “membership” Code to Yes Help Replaced 10 cent the Registers? Event Tickets? accounting key as an “odd price” key labeled membership Eliminate holiday displays No Simplify the envelope; Counting Yes Done. New chit envelope on order Cash/Closing needs to be less Defer New Envelope: Z-1, cash count. difficult Tied to POS for the rest Eliminate Z-1 reports No Need it Get more sophisticated (easier to Defer Tied to POS use) cash registers Make daily tasks part of the on- Defer Tied to VIKI possibilities line check-in procedure? Or fall back to a paper journal. Eliminate customer holds No HB to keep current system. After (except for paid?) (Except for various iterations, ALL holds members only?) eliminated at Main, other than long- time collector set-asides. Too many crazy customers for no money. Donations Eliminate ‘Line One’ of our No The first line resonates with book Mission Statement (rescue) donors, customers and volunteers Accept no bad donations; No Can’t enforce, just a barrier Charge for donations No But try a cash donation box at donation points. First at Main and then HB. (Result, not effective) Ask our dealers to bring us their Yes Put in next CS e-alert de-accessed inventory Care in accepting other Library’s Yes Ask a lot of questions – looking discards (ex Bi-cultural Day mostly for vintage non-fiction. School) Children’s all to F2F.

04/21/08 Page 186 of 217

Category Idea Yes, Why? Any No or Follow-up? Defer? No more gleaning from other Maybe Takes a knowledgeable volunteer groups annual book sales. who understands without guidance . what we can use at the time, and can do it without being asked or reminded. Perfect books only. HB Issues Better protection/neatness of both Yes Purchased Rubbermaid Slim Jims on newly donated and discarded books dollies (people paw through them); Use auditorium for sorting when Yes OK when not otherwise in use. not being used Create an Auditorium closet for No Library won’t do. Ship to Main for storing holiday boxes basement storage instead. Extend building or shorten No Impractical existing auditorium to make donation drop off area from car and a “back room work area.” Collectible During construction, try a Defer Goes against Revisit if we use the Sale/ Rare “Dealer’s Only” and/or our open auditorium Books “Friends’ Members Only spirit Preview.” Where will it be during Defer Unknown construction? Auditorium? How long? Consigned Books Inventory kept Yes Need the Advertise at and advertised better (Must right Volunteer Center await Rare Book /CS Manager) volunteer Have it more often. Defer Too much Only as a way to get work it put faster Don’t individually price things No Customers don’t know default; that are default priced opportunity to peel-off to default Tighten up on what goes in it YES Triagers to be more selective Don’t put out anything for under Yes Few exceptions $1 or $2 ” Volunteer We’ve let go the most Yes Those that Barbara to review Management troublesome and tightened hiring take the most list standards. Should we let go “handling another round of the merely mediocre? Possible Metrics: Barbara to prepare a report using these • How many “bare shifts per various ideas as a dashboard-type thinking month?” tool. Steady weekend help needed • How many last minute call- off’s • How many people trained • How many “scramble problems” 4

04/21/08 Page 187 of 217

Category Idea Yes, Why? Any No or Follow-up? Defer? How many hours per month worked without a problem? Require every volunteer to put in Yes At least one shift Get rid of ones who at least 6-9 hours a week? a week give least time in effort to reduce total numbers Are shifts too long for some of Not an issue our more elderly register tenders? Ask volunteers or allow more “tailoring.” Less? With the Main Shop computer in Yes Better in touch with Shop and can place, managers can pull more cover empty shifts; must attend to desk shifts desk, not computer work Videotape most common Yes Rashmi to create power point, using orientation and training modules the Training Checklist modules. NCC, UConn, Gibbs, GE or Pitney Bowes. (Ask Cathy Leather which corporations still do) Pay a few key positions that are Defer Not a favored idea – huge culture difficult to staff (like weekends) change Eliminate all but top managers Defer Could happen like it already does and run the Shops with a small with the collectible sale. staff Remote Weed annex has never happened Defer Library has never moved on it Events and is questionable (we do have volunteers for this) No more remote events or sale Yes A fully capable person working on points, except the Bedford Street her own without assistance must step Arts, Crafts and Blues Festival. up Miscellaneous Work on solving joint calendar Yes Board using Volgistics managerial access Break out Collectible Sale Yes Done. Usual weekend is about Weekend with a separate Z-2 $1000. CS adds about $1500-2000 and/or bookkeeping total? BSC Manual and Volunteer Yes Will need assistance from Denise Handbooks loaded, searchable and amendable on-line. Continued attention to revenue Yes growth and expense stabilization. Eliminate Z-2 report No Useful information Do Z-2 reports once a month No Useful information instead of once a week. No more customers allowed in Yes Distracting 5

04/21/08 Page 188 of 217

Category Idea Yes, Why? Any No or Follow-up? Defer? the back at Main. Eliminate the Beast No Draws people in Fewer newsletters No Easy now with Constant Contact. Board needs its own Communication Chair. Develop more local placement No Too much effort without payoff without taking too much more from Shop inventory (i.e. use what we can’t sell) F2F (as it Cut F2F Shop freebies to “5 per Defer OK for now affects Book visit” Shops) Eliminate all external to Yes Turn all over to F2F Chair and set up (discuss with Stamford, ‘must be boxed’ basement Redonation Room F2F Chair) donees to simplify space issues, even if it means trashing many more books than now. Box up at HB before sending No Simply don’t send at all without down to Main calling first

04/21/08 Page 189 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Advertising Inventory. Note we have investigated paid advertising in the Fairfield County Weekly (too expensive), The Advocate webpage (no results) and participated in the “Best of Fairfield Co.” Campaigns (not worth the effort). Samples of all these in a binder kept by the Chair

# Site Intended Where Frequency Renewal Initiated Deadline Form Contact Cost Purpose by 1. Advocate / Greenwich Donation Weekend Arts Section Weekly On-going Us 1 week Display ad: Barb Bind Free Time on the Books Page ”Book Rescue: Donate Notice display ad Donate” 1. Advocate / Greenwich Donation Classified Ad Section near Tag Tag Sale On-going Us provide Display ad: Cindy Ross $52.50 Time Sales and Crossword Puzzle “season” annual ”Book Rescue: Jamie Dunn per Paid Advertising Fri-Sat-Sun (Apr.-Oct.) calendar Donate” weekend + last wkend other months 2. Advocate / Greenwich Donation, Weekend Arts Section Weekly On-going Linda 2-3 Donate books /Free Linda Avellar Free

04/21/08 Page190of 217 Time Shop Sales, on the Books Page in the “Library Avellar weeks Books / Shop / Library Staff Book Events F2F, Notes “Section Volunteer; part of Ferguson’s listing Volunteer 3. Friends Website Shop Sales, www.friendsoffergusonlibrary.org Continuous On-going Us none Website Free Donation, F2F, Denise Fogerty Volunteer, Linda Avellar Collectible Sale Maisam Nouh 4. Ferguson Library Collectible http://calendar.fergusonlibrary.org/ Continuous Must supply Us About 1 Website Free Website Calendar Sale happenings/ info week 5. Downtown Special Shop Sales New each year, August Annual Mailed Them, in Set Free directory DSSD Free Services Directory /faxed March annually (203) 348-5285 dssd@stamford- 6. Downtown Special Shop Sales http://www.stamford-downtown.com/ Continuous Must supply us none Listing/Link downtown.com Free Services Website under shopping link; update John Rutolo subcategory searchable by books 7. Volunteer Center Volunteers http://www.ucanhelp.org/. Continuous Auto for one us none Listing/Link Kathy Fawcett Free Website year every time we edit it 8. Advocate/Greenwich Volunteers Community Section Weekly na Volunteer na VC rotates the Kathy Fawcett Free Time Help Exchange Center agencies they highlight 9. BookSaleFinder.com Collectible http://www.booksalefinder.com Continuous Quarterly Them: bill Nov. Listing/Link Helen Oram $65/ Sales / comes by Notify re publisher@ quarter e-mail schedule booksalefinder.com 10. BookSaleFinder.com Shop Sales http://www.booksalefinder.com Continuous On-going us Listing/Link Free /

11. Coastal Fairfield County Sales Website and collateral materials Continuous One-year us ? Directory listing Linda Avellar Free Visitors Bureau www.coastalct.com

12. SuperPages.com On Line Listing www.superpages.com Continuous One year Us na Listing website Free

T8 1 of 2 2/2008

# Site Intended Where Frequency Renewal Initiated Deadline Form Contact Cost Purpose by 13. White Pages Online Listing www.whitepages.com Continuous One year Us na Listing website Free

14. yellowpages.com Online listing www.yellowpages.com Continuous One-year Them na Listing website Free

15. Stamford PLUS Online Listing www.stamfordplus.com Continuous On-going Us na Listing Website Free Id: bookstores Magazine Pin: sidewalk99 Pet Tinker BDay 11-1952

16. Visit Fairfield County Online Listing www.visitfairfieldcountyct.com/ Continuous On-going Us na Event Listing Website Free

17. City of Stamford Set Decorators 888 Washington Blvd. Continuous On-going Us na Flyers Frank Fedeli Free Stamford CT 06901 (203) 977-5858

18. City of Stamford Solicit Donations 888 Washington Blvd. Annually? Proposed Jan Us ? Drive-up as with toxics Frank Fedeli ? and electronics Stamford CT 06901 2008 (203) 977-5858

203-348-2500 04/21/08 Page191of 217 19. Connecticut Film Center Set Decorators 76 Progress Dr Ongoing On-going Us na Flyers free LLC (production assistance) Stamford 06902 [email protected]

20. State Film Office Online Listing www.cultureandtourism.org/ Continuous On-going Us na Listing Website free

21. Delocator.net Online Listing www.delocator.net Continuous On-going Us na Listing Website re bookshops Ffree andw/ coffee shops

T8 2 of 2 2/2008

Friends of Ferguson Library Used Book Shop Committee Manual

Events

A. Philosophy

At this time, no events are happening in the Shops other than the Monthly Collectible Sales. This is partly due to an overall Board feeling that the Library should consolidate and assess its own (Friends-supported) programming strategy now that the Friends can support 100% of the budget. The Committee feeling is that any such new endeavors will require one or more committed volunteers dedicated to researching, establishing, staffing and running such a program.

Were we to have events designed to attract new customers and create loyalty, they likely would be mostly “after-hour” events at Main, especially on the weekends. Since there already is abundant evening and weekend entertainment in Stamford Downtown on the weekends, any Shop events should be literary, perhaps Sunday mornings, be no or low cost, and be co-sponsored/promoted by Starbucks. We do not know if this is of any interest.

Finally, all but the simplest events require more planning, packing, hauling, and hours than we can currently support. This would have to be someone’s passion – someone from the young, single, professional group perhaps? Corporate project recruiting?

B. On-site Marketing Events

1. One or two major events annually to create public awareness and generate media interest (e.g. or Vintage Book Celebration) 2. Small seasonal activities according to target age, gender, and time availability by occupation (e.g. knitting classes in the winter or events suggested in the survey) 3. Seasonal display schedule 4. Spot sales 5. Rare Book appraisals (“road shows”) semi-annually

C. Offsite Sale Events

We have staff permission to set up anytime in front of the Library so long as we clear it with the Library’s Director of Public Services first to make sure there are no conflicts. Our remote cart placement (“The Beast”) on the Plaza (with honor box) generates traffic, recognition and appreciation.

After trying and debriefing several events, we have concluded few outside events make sense for us, due to transport and staffing efforts versus revenues return. It’s not typically worth the physical effort and distraction solely for sales (2007 ranged from $13 to $30+ in a few hours at the Farmer’s Market; $1,000 for two 6-hour days at the 2007 Arts and Crafts Festival on Bedford Street with positive echo to the concurrent Collectible Sale), but if event is high traffic, such as the Chef’s Challenge at the Farmer’s Market, sales and exposure together can be significant. Opening early for the UBS Parade makes sense only when the weather is really cold.

Primarily, each event requires an enthusiastic volunteer who can organize the effort, recruit others, assemble the material, and assess the situation for appropriateness and success. Here is what we learned from attending such events.

T7 Page 1 of 2 02/2007

04/21/08 Page 192 of 217

List of Things Needed for Set Up:

Sunshade in rolling storage case (in Main back Water proof plastic bins for moving and storing storage room) books Tent “cover” and bungees; rope to secure if threat Shop logo plastic bags – in the lateral file, back of rain storage room “The Beast” outdoor cart with cover Red Friends dolly (Collapses, convertible, takes Signage stairs. DO NOT use Book Shop carts outside!) Easels – all sizes Pens/pencils 1 – 3 tables (take from store) Price stickers and Post-its Shop table cover (boxed in back storage room.) Calculators For storage, roll up with logo facing out. Volunteer Applications Chairs Water/soda/food as needed Brochures, schedules, etc. Credit card machine if power and phone available Price list in a frame and hand-out copies (See the on-site event list too) Locking cash box Scope out rest room availability Pre-loaded change - $50 in 5’s, 1’s and quarters

Parking / Drop-off

Pre-arrange nearest for easiest loading and off- Check timing and direction carefully loading of material and someone to stay with Be sure to plan for people transport too offloaded materials.

Event Appropriate Books

What’s appropriate to the event (e.g. Cookbooks Children’s Books and Gardening at the Farmer’s Market) Specialty display (pretty) books Arts and Crafts books (illustrations of various Hot paperbacks cultures and heritage) Avoid library discards Art & Design, Decorator magazines (with Books should look as clean and charming as pictures) possible

Managing the Sale

• Keep the cash box safe!

• Man the sale with at least two volunteers who enjoy selling, are knowledgeable about the Shops, know the books, and can give breaks to each other. In a busy place, also have a “runner,” who can take away trash, bring new inventory, deliver lunch/coffee, etc.

• Devote an hour to set up books and displays before the start of the exhibition; keep track of sales and what are the best selling books. Restock there

• Talk to the customers about the Shops and pass out brochures.

• Debrief afterwards in writing. We keep these notes for next time.

T7 Page 2 of 2 02/2007

04/21/08 Page 193 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Book Shop Committee Constant Contact Schedule

Prepared by Friday – scheduled to go out Friday afternoon at 4:00 pm.

These are organizational suggestions – calendar quirks, big news, etc., may intervene

04/21/08 Page194of 217

First Friday Second Friday Third Friday 4th Friday 5th Friday

Volunteer Update* Friends Board News*** Volunteer Update* ***Collectible Sale Alert Volunteer Update HB and Main specific?

*The first Volunteer Update following the BSC meeting contains the monthly sales report.

**The Friends Board Newsletter goes out the Friday following the monthly Board meeting. It substitutes for the week’s Volunteer Update, although Volunteers can opt out of it.

***The Collectible Sale e-Alert generally substitutes for that week’s Volunteer Update, although Volunteers can opt out of it.

The Friend-to-Friend monthly newsletter runs on its own schedule.

T7 1/2008 Friends of Ferguson Library Used Book Shop Committee Manual

Book Shops Facade Banner Inventory We coordinate with other Friends Committee and with the Library’s Communications Supervisor

Book Shops Base Panel and Patches

Boo k Shops basic banner

T7 2/2008

04/21/08 Page 195 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Books Shops Artwork, Brochures, and Signage

We can do basic temporary signage (e.g., holiday, special sale, etc.) and even first-draft of professionally printed materials (brochures, etc.) on the workroom computer, which has lots of clipart, colors, and fonts. The Internet also has lots of free clip art and other images. The Main Book Shop maintains a holiday signage and decoration file, first lateral file on the right.

To Order from the Printer:

Goodway Printing & Graphics www.goodwayprint.com Contact Lou or Don (203) 324-7319 [email protected] 135 Bedford Street, Stamford, CT Fax: (203) 324-6401

Account: “Friends of Ferguson Library” and specify “Book Shops” on all requests

Placing an order:

• Call, stop in, or e-mail job request (with sample file, if available). • Be as specific as possible (quantity, paper stock, number of colors, sized, design services, etc.). • You’ll want to get quotes before approving most work. • Jobs seem to take 5 to 10 working days to turn around. • Finished jobs are delivered to the Work Room or the 4th Floor Friends office.

Payment/budget info:

• Invoice comes attached to the order box. Approve invoice and submit to the Friends Treasurer for payment, indicating appropriate line item of the budget to charge. • Note budget category and submit for payment. • Chair leaves it in the Friends Treasurer’s box in the Friends office on the 4th floor for payment.

Artwork:

• Other existing files can be delivered directly or via the staff PR department. • New artwork is billed by Goodway (per request/quote per job). • Ditto for revisions for existing artwork (per job).

T8 1 of 2 1/2008

04/21/08 Page 196 of 217 Miscellaneous:

• We can laminate on the 4th floor or pay Goodway, Kinko’s, etc. • Easiest, fastest, and often cheapest to order sign-holders on-line directly from Displays2Go.com. • Sign holders also can be ordered through the staff or directly from WB Mason, BroadArt, Demco, etc. (we get the Library’s 20% discount either way). Small ones can be purchased through Staples.

IV. Brochures Inventory

Book Shop policies have been outlined in the following brochures, which are available at each of the Book Shops, and in the Workroom closet:

• Support Your Library: Visit the Friends Used Book Shops (Blue Trifold) • Apoye Su Bibliteca: Visite la Libreria de Segunda Mano (Red Trifold) • Support Your Library: Russian (Lavender Trifold) • Join the Friends: Friends of Ferguson Library (Navy Trifold) • Donate: Give your Used Books & Music to the Friends (Bookmark) • Rare Books: Collectible Sale schedule (Bookmark) • Volunteer: The Friends Book Shop Needs You! (Bookmark) • Friend-to-Friend Free Book Program (Blue on white Trifold) • Volunteer Q & A (Blue on White Trifold) • Movie Set Supply Flyer • Shop Price List (1/3 size) • Bookmarks (reprinted at various times) o Volunteer o Donate Books o Where Do All These Books Come From? o Rare Books

T8 2 of 2 1/2008

04/21/08 Page 197 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Newspaper Notice – Free Ad

Book Rescue! Extra books, music, CD’s, videos? Donate to the Friends of the Ferguson Library!

Tax-deductible, self-service No appointment necessary (Pick-up may be available)

Proceeds support Library and Friends programming

For information, contact a volunteer at:

203-351-8278 or www.friendsoffergusonlibrary.org

Newspaper Notice – Paid Ad

T8 1/2008

04/21/08 Page 198 of 217

Harry Bennett Branch * 115 Vine Road (across from Turn of River Middle School) Book Rescue! Drop off box inside the Library, by the exit door

DON’T THROW AWAY

BOOKS, MUSIC, CD’S

OR VIDEOS!

Main Library (NWC Bedford/Atlantic and Broad Donate them to the Sts.): Enter off Broad Street (going West) into the alley between Burlington Coat Factory and Friends of Ferguson Library! Starbucks. At the end of the alley, stop, turn on flashers. The Library loading dock will be on the right. Outer doors are unlocked during business hours. No need to ring the bell. Follow the posted Tax-deductible directions.

Self-service Or, if coming down Summer Street, turn left on Spring Street, heading east (one way off Summer, at Siena Restaurant). Turn right into the last driveway Easy drop-off before Bedford, toward the green Druid Restaurant / Temple Bar. Wind around the bar, and the Library loading dock will be right in front of you. Do not use No appointment needed a parking place! Pull into or up to the loading dock, turn on your flashers and unload. Support Library and Friends programming

For information: 203-351-8278

www.friendsoffergusonlibrary.org OVER FOR DIRECTIONS

T8 2/2007 04/21/08 Page 199 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Voicemail Scripts

For Main Work Room (203) 351-8278

Hi! You have reached the Friends of Ferguson Library Used Book Shops’ Volunteer work room.

If you are a teacher or an agency calling for Free Books, you may leave a message here or hang up and call 351-8256 for further information.

For the Main Book Shop, call 351-8277. For the Harry Bennett Shop, call 351-8293. If you are or want to volunteer, call 561-9990.

For further information you may visit our website “friendsoffergusonlibrary.org” or listen to the following.

You may skip this message at any time and go straight to our voice mailbox by pressing the # key.

If you are calling about the monthly collectible sale, these are held the first weekend of each month in the Main Library lobby, except in the case of national holiday, in which case, the sale is moved to the second weekend. The entire year’s schedule is on the website. The sale runs Friday 9– 6, Saturday 9– 5 and Sunday 1 – 5.

If you want to donate books, no appointment is necessary and tax receipts are available. We accept all books, recent or vintage magazines, CDs, DVDs, and audio books. We do NOT accept records. or cassette tapes. Encyclopedias must be pre—1940 or from within the past 5 years.

You may drop your materials at any time during Library hours at either the Harry Bennett Branch or at the Main Library.

For your convenience, large loads may be brought to the Main Library loading dock, accessed off Broad Street through the alley between Starbucks and Burlington Coat Factory or off Spring Street, entering at the Druid restaurant driveway. Leave your boxes or bags inside the double doors which are open from 6 AM until Library closing. Self-service tax receipts are available there – just follow the posted directions.

If you calling for any other reason please leave us a message and we’ll call you as soon as we can.

If your matter is urgent, you may call Book Shops Chair, Robbie Monsma, on her cell phone at 203– 536-4199,

...and thanks!

T8 1 of 2 1/2008

04/21/08 Page 200 of 217

For the Main Book Shop (203) 351-8277

Hi! You have reached the Friends of Ferguson Library Used Book Shop at the Main Library.

You may skip this message at any time and go straight to our voice mail by pressing the # key.

Our hours are Monday through Thursday 9-9, Friday 9– 6, Saturday 9– 5 and Sunday 1 – 5. We are open whenever the Library is open.

If you want to donate books, no appointment is necessary, just bring them into the Shop or to the Main Library loading dock. For more information, call 351-8278.

If you are calling about the monthly collectible sale, call 351-8278 or visit our website: “friendsoffergusonlibrary.org.”

If you are a teacher or an agency calling for free books, please call 351-8256.

If you are a volunteer or would like to learn more about volunteering, call 561-9990.

For other questions, please press # and leave a message.

If your matter is urgent, call Shops Chair, Robbie Monsma, on her cell phone 536 4199, ...and thanks!

For the Harry Bennett Book Shop (203) 351-8293

Hi! You have reached the Friends of Ferguson Library Used Book Shop, Harry Bennett Branch.

You may skip this message at any time and go straight to voice mail by pressing the # key.

Our hours are Monday through Thursday 10-8, Friday 10 – 6, Saturday 10 – 5 and closed Sunday. We are open whenever the Library is open.

If you want to donate books, no appointment is necessary, just bring them into one of the Shops or to the Main Library loading dock. For more information, call 351-8278.

If you are calling about the monthly collectible sale, call 351-8278 or visit our website: “friendsoffergusonlibrary.org”.

If you are a teacher or an agency calling for free books, call 351-8256.

If you are a volunteer or would like to learn more about volunteering, call 561-9990.

For other questions, please press # and leave a message.

If your matter is urgent, call Shops Chair, Robbie Monsma, on her cell phone 536 4199, ...and thanks!

To Retrieve Messages at the Phone: Press the message button and follow the prompts. Password is 4789#.

To Retrieve Messages Remotely: Dial (203) 977-6688, press # and follow the prompts.

T8 2 of 2 1/2008

04/21/08 Page 201 of 217

04/21/08 Page 202 of 217

Tab 8 – Administrative Matters

www.friendsoffergusonlibrary.org

[email protected] [email protected] [email protected] [email protected] [email protected]

T8 01/2008

04/21/08 Page 203 of 217 Running the Shops Mind Map 2-1-08

Sorting Sales Volunteers Collectibles* Admin* Marketing Board Extras Support Support

Inquiries Shop Look + Recruiting Identification Facilities Marketing Plan IT interface Parties Feel Drop-offs Screening Triage Purchasing Collateral Data Collection Holiday gifts Stocking Equipment Materials Pick-ups Interviewing Pricing Data Display/Holida research Purchasing Volunteer Management Triage References Supplies Update ys Price at will Data storage Cleaning Training Purchasing E-alert Easel change Expert First Sorting out Tracking Food/Water consulting Second Sorting Desk Scheduling Supplies

04/21/08 Page204of 217 Storage F2F Interface Community Price-ups Inventories Supervision Finance/Budget Strategies Collect yellows Event Sales Recognitions Lights Termination Bookkeeping Consignment Assist with Community Red bags Face-outs Specialists Change In-Shop storage Partnerships Dumpster Customer Recognitions Catalog Board Assistance Meeetings Cleaners Desk Manual Monthly Sale Tills Volunteer Set -up Committee/ Policies Plaza Cart Center site Monthly Sale White Board Volunteers@ e- Strike Staff Interface Cash Registers mail box Leftovers triage Reports Credit Card Scheduler cell Foundation Records phone Machines Gala Forms Directing Daily hb@ email box Manual Traffic mainshop@ bookstores@ email box email box

T9 22008

Friends of Ferguson Library Used Book Shop Committee Manual

Friends Workroom Quick List – For Workroom and Shop Desk Manual

In-House Workroom fax The printer 203-406-0361 Committee See list Board See list Volunteer Cell Phone Barbara / Verizon Service 203-561-9990 Mike Y Computer x 8441 Cell: 203-253-1659 David Greif Expert, rare book consignor, pick-ups 203-353-9193 Home 29 Edgewood Ave. 203-570-8327 Cell Stamford, CT 06907 3rd Floor Conference Room 203-351-8250

Vendors/Contacts Advocate Classified Jamie Dunn; Cindy Ross 203-964-2323 ARI Nicole Smart 203-338-1184 Barnes & Noble Roberta Fletcher, Comm. Relations 203-301-0371 bLogistics (consign by ISBN) Sean Bowden - Operations 1-303-389-6916 Lee Ann Langdon - Sales 1-866-587-0889 x 204 Cash Register Repair CT Cash Register 1-203-377-4747 Century Marketing (Customer Bags) Charlotte 1-800-537-9429 x 3053 Citizen’s Service Center 203-977-4029 City Bedford parking Ernie Orgera, Parking Director 203-977-5722 (x. 5722 from the Library) 203-223-7045 (cell) City Carting Connie/Dispatch 203-324-4090 City Mixed Paper Recycling Rob Lotz 203-223-4891 cell; 203-977-4605 office Constant Contact friendsoffergusonlibrary.org Crystal Rock (water bottles) CT Lock and Key 203-348-5975 Demco (Book Cleaner) 1-800-279-1586 Enterprise Welding Mike Ginise 203-324-4413 Goodway Lou; Fax 203-324-7319; 203-324-6401 Heaster Lawson Business Products Cash register rollers IR 90/91 800-525-0070 Logo Merchandise Peter Psichopaidas 203-325-4724 x 13 Merchant Warehouse See last page Main Credit Card Warranty Monroe Cash Register Dist. Ware. Sharp A-320 1-800-836-8400 Nova (Credit Card) See next page Planet Label Non-removable Pricing labels website Quill (Barbara’s folders) 1-800-789-1331 Staples (Office supplies) tax free/premier 1-800-378-2753 Uline (boxes) 1-800-295-5510 VeriPack (book display bags) 1-800-388-4344 Volgistics (Vol scheduling) online Volunteer Center Court Lorna Sikora 203-965-5292 Wolfe’s Cleaners Rick and Kelly Wolfe 203-323-8960

Parents Becky Cook Robbie’s Mom 818-360-6837 Harry Leffler Barb’s Dad 402-331-1962

Box Volumes average PB=30/35, HC=18, NG=35; Mixed=35+; Children’s=PB 55, HC 45

Ink T10 1 of 3 1/2008

04/21/08 Page 205 of 217 InkJet Workroom HP 7310 All-in-One Color #97 / Black #96 Ink Denise’s HP HP LaserJet 1000 Cartridge: Series C7115A Debbie’s HP ink-jet HP DeskJet 5550 Color # 57 / Black # 56

“Save for” Customers Jack Grogins Signed items Tim Masserio Appalachian Trail Guides 914-297-9573 Carol Roberts SPS Media Ext. 5094 Yolanda Holley SPS Mailroom/transport Ext. 4376

Credit Card Services - Customer Service and Supplies

Nova Network: 1-800-725-1243 (customer service 24/7). Sales: 1-866-548-6826. Supplies: 1-800-972-7815 Online support: www.merchantconnect.com.

New Alliance Bank Checking Account

Credit Card Machines: T7 Plus terminal Overnight Replacement Insurance (on the Main Library Machine only) covers replacement of terminal for ANY reason, should it become inoperable. Policy is valid for 5 years till 1/26/2009. Supplies Tape size Thermal 2.25 inches / 57.15mm tape.

Electronic Cash Register (Main): Model # ER—A320 Serial # 4819290Y K Monroe Sales register Rochester, NY. Phone—(585) 381-3922; 1-800-836-8400. Size tape - 1.75 inches / 44 cm (does not have to be thermal)

Fed Tax ID (EIN) CT Tax exempt #

Register Tricks Training Mode Red Key in Program mode Punch in: “2910” then “.” then “@/for” then “Cash” It will not record any sales so long as in training mode. After training time is over punch in: “2911” then “.” then “@/for” then “Cash” Return to key to the “Reg” position. You will be back in regular operations mode.

Clear GT info Punch in: “9942” then “.” then “@/for” then “Cash” “9943” then “.” then “@/for” then “Cash

Webmail (Icewarp): From Library: User: bookstores, free All passwords: books, etc If it requires a clue: From outside:

T10 2 of 3 1/2008

04/21/08 Page 206 of 217

Volgistics Constant Contact Yahoo Calendar

These documents are in the Chair’s Files: Drawer Files, Computer Files and Notebooks

1. Rare Book Consignment Agreement 2. Key Inventory 3. Artwork , Flyers and Brochures – Files and Samples 4. Logos 5. Photos 6. Holiday Gift List 7. Event Staff Guest List 8. Annual Reports, Budgets 9. Record Retention Policies

T10 3 of 3 1/2008

04/21/08 Page 207 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Special Displays and Themes

January New Years & Resolutions July Independence Day Martin Luther King, Jr. Birthday Summer Reading Lists (online) Human Rights Travel Science Sports (Baseball) Football Camping February Black History Month August Back to School/College Prep Valentines Day Summer Reading Lists (online) Presidents Day Reference Oscars/Movies Paperback Fiction Bridal Romance Heart Health Crafts March Easter September Labor Day Passover High Holy Days St. Patrick’s Day Ramadan Pi Day/Einstein’s B-Day Hispanic Heritage Women’s History Month Grandparents Day Business & Computers New York City Spring Break/Travel Theater Holi (Indian Festival of Colors) Classics National Literacy Month Banned Books April Easter October High Holy Days Passover Halloween National Poetry Month Mysteries/Horror April Fool’s Day Oktoberfest Earth Day Columbus Day Arbor Day/Gardening Diwali National Library Week Family History (biographies, Pulitzers memoirs) Nat. Library Week May Mother’s Day November Thanksgiving Cinco de Mayo Election Day Memorial Day Veterans Day Travel Cookbooks Graduation Crafts Asian/Pac.-Amer. Heritage Mo. TV, Film, Movies June Father’s Day December Holidays Flag Day Entertaining Summer Reading Lists (online) Arts Paperback Fiction Gift Books Travel First Snow Health

Fillers: Book Groups, Gift Books, Children, New Arrivals, Overstocked subjects/genres

T1 02/2007

04/21/08 Page 208 of 217 Friends of Ferguson Library Used Book Shop Committee Manual

Main Shop Supplies Inventory

Site What to Check For 1. Sales Desk Customer Bags (in, on, or behind) Manager’s Box Dust Cloths Dusting Device Volunteer Water and Snacks “Donation” Tape-ons (“Salmon”) Donation Tax Receipts Logo Pens Scratch Paper Scotch Tape Stapler Cash Envelopes Credit Card Tape Rolls (2-1/4”) Cash Register Tape Rolls (44 mm) Kleenex Collectibles Sale Schedule Flyers Join the Friends trifold brochure Support Your Library trifold brochure Friend-to-Friend trifold brochure Spanish & Russian Tri-folds Receipt “Name stamps” Phone Directory Pledge/Windex First Aid Kit

2. Sales Desk Countertop Business Cards Downtown Stamford Directories Customer Forms Table Price Lists in Stand Counter Bell Friends Entrance Sign Yellow F2F forms “Volunteer Online” flyers MasterCard/Visa Standing Sign

3. Starbucks Price Lists and other literature racks filled Downtown Directories on Racks Pens in mugs

4. Glass Display Cases Mugs, Tote Bags, Etc. Higher Priced & Fragile Books

T1 1 of 2 2/2007

04/21/08 Page 209 of 217 Site What to Check For 5. Workroom Literature (Random/Rotate) Drop-off Support Your Library Brochures “Airlock” Volunteer Brochures Donor Tax Receipts “Beast” Donor Receipt Log

6. Security Desk Price List Cash Envelopes Customer Bags

7. Workroom Cash Envelopes Extra Supplies Customer Bags Labeler and Tape Paper Cutter 3-Hole Punch Volunteer Water & Snacks First Aid Kit Extra Brochures Donor Receipts

8. Workroom Cleaning Plastic Collectibles Bags: 5x8; 5x10; 6 3/4x10; 8x10; 9x12; 10x12 Supplies Shelf Demco Book Cleaner (Small and refill jars) Windex (multipurpose/clear)(spray and refills) Goo-Gone Spray Goof-Off 2 Spray Packing Tape Rubber Bands Baby or Hand Wipes (unscented) Chisel Point Thick Sharpies

9. Workroom Desk, Tools Shelves and Calculator File Cabinet Pricing Supplies and Stickers Mounting Supplies Paper and Stationary Active Chair Files Chair/Committee Binders Book Shop Committee Manual Volunteer Handbook

10. Wayback Room Holiday Signage and Décor Items Lateral Files Current Bookkeeping Credit Card Supplies Cash Register Supplies Extra Change Acrylic Sign Holders Valuable Book Collection Consigned to David Greif

T1 2 of 2 02/2007

04/21/08 Page 210 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Friends of the Library Used Book Shops Where books went FY 2006-2007 — estimated

Where Do All These Books Come From? Total Numbers Of Books / Other Items

The public often asks where all the books in our Shops come from. In short, they are from the Ferguson Library's collection (5%) Shop Inventory and from public donations (95%). Main 115,000 HB 54,000 Donated items are always carefully reviewed to determine if they Over $5/Consigned 1,000 will be added to the Library’s collection, resulting in an approximate 2,000 items added to library shelves annually. With the cost of a new item averaging a conservative $25, this amounts to $50,000 worth of TOTAL ITEMS SOLD (47%) 170,000 books added to the Library’s shelves each year.

As new items are added, librarians must discard materials that are F2F Re-donations worn-out, damaged beyond repair, outdated, or no longer in demand. CT Prisons 23,000 Those materials are sent to the Friends’ workroom, where volunteers Hands Across the Water 88,000 spend thousands of hours each year sorting and preparing books for Local Schools / Agencies 11,000 sale. TOTAL F2F ITEMS (34%) 122,000 Another 300,000 books are donated each year by the public directly to the Friends. Books not selected for the Library’s collection are sold in the Used Book Shops or provided free to community Library Collection (.6%) 2,000 institutions. Book sale revenues are donated back to the Library to fund Library and Friends’ programming. Recycle/Discards (moldy, shredded, too outdated, etc.) 65,000 If you have books to donate, please think of the Friends of (18%) Ferguson Library. It’s a great way to recycle your old books, share your favorite reads with others, and support the Library at the same Est. Total Items FY 2006-2007: 359,000 time.

Back-up: Where Books went FY 2006-7 $ from Treasurer’s Reports; avg. price from Z-2 Reports

$138,698 ÷ $1.21 (avg. price per book w/o odd price) = 114,626 books. Round to 115,000 Main Shop Inventory items Check: Z-2 reports 117,508 (including odd price)

Odd priced books (over $5 and/or Z-2 report check: approx. 1,000 consigned) $64,226 (FY 2006-7) ÷ $1.20 (avg. price per book w/o odd price) = 53,522 books/yr., round HB Shop Inventory to 54,000 Check: Z-2 reports 55,849

F2F Actual FY 2006-7 = 122,036

Based on polling Carolyn Karwoski, Caroline Ward and Bill Miller (including what they Library Collection think HB takes) = 2,000 items

200 books/day (both shops together) x 27 days/mo. = 5,400/mo x 12 = 64,800/year, round to Recycle/Trash 65,000

Average # of items At both shops combined = 359,000 items / year ÷ (27 days x 12 mo. = 324 days) = 1,108 processed per day books per day (1,100)

9/2007

04/21/08 Page 211 of 217 Location Linear Feet

Childrens area Total 78

Left Wall Animals 18 Family Life 18 Business, Economics 59.5 Sciences< Math, Computers 36 Sub Total 113.5

Left Center Health 36 Social Sci., Philosophy, Law 36 Inspiration, Religion 36 US History 54 Politics, American Studies 18 World History 18 Gender, Race, Immigration 18 European History 36 Humor, Comics, Graphics 36 Audio/Video 24 Table Top Dsplay 13 White tag (under table) 12.5 Sub Total 337.5

Rear Wall Crafts (Left of Starbuck Entrance) Gardening, Crafts 38.5 Sports, Games, Transportation 36 Art/Music/Film 38.5 Sub Total 113

Rear Wall Travel/Reference,Tests 38.5 (Right of Starbuck Entrance) Science Fiction 36 Sub Total 74.5

Right Wall Chick Lit, Anthologies 16 Poetry, Drama, Essays, Lit Crit 42 Mystery #2 17.5 Sub Total 75.5

Right Center General Fiction 204 Bargain Collectibles 18 Large Type 18 Languages 36 Sub Total 276

New arrivals 32

Opp.wall adjacent to children's area Classic literature 49 Mystery #1 35 Sub Total 84

Total 1184

04/21/08 Page 212 of 217 Placeholder for HB Linear Feet

04/21/08 Page 213 of 217

Friends of Ferguson Library Used Book Shop Committee Manual

Record Retention and Documents Management

There are three primary reasons to create files: • To preserve historic documents. • To retain information required to conduct current activities. • To document activities so as not to “reinvent the wheel” next time.

Papers should be filed chronologically under a major subject heading. Each paper should be clearly dated.

Maintaining files is the responsibility of the Secretary and Committee Chairs. Committee files should include: • A list of committee members • A schedule of committee meetings • Paper essential to conducting business • An Annual Report

All other papers may be discarded.

At the end of the fiscal year (June 30th), each committee chair should purge his or her files, retaining only documents of historic value, perhaps just an annual report.

There are many other records that are created in the operation of a Book Shop which should be retained, such as: • Meeting minutes • Shop sign-in sheets • Deposit slips and envelopes • Financial Records • E-alert and Volunteer Newsletters • Marketing pieces • Re-donation Logs • Book Donation Logs • Important Donor Correspondence

Details as to their storage and length of retention are listed below on the Document Management List. Many also can be found on the Chair’s computer or in personal and email files.

T10 P5 1 of 2 02/2007

04/21/08 Page 214 of 217

Document Management Document Where Filed Keep Annual Report Friends Office, 4th Floor Horizontal Files, Bottom Yes Drawer Book Shop Chair’s Notebook

Deposit Slips Friends Treasurer; Book Shop Treasurer 2 Years

Cash Envelopes File Cabinet Drawer – Redonation Room 2 Years

Book Donation Logs File Cabinet Drawer – Redonation Room 2 Years and Receipts

Friend-to-Friend File Cabinet Drawer – Redonation Room Computer 2 Years Logged Donations Logs on Chair’s Computer

E-Alerts Main Library, Loading Dock Office Binder, Left of Yes Desk

Financial Records Friends Office, 4th Floor Current Year – Horizontal File Yes Prior Years – Binder, 4th Floor Closet Yes

Job Descriptions Current Manual, Loading Dock Binder and 4th Floor Yes Closet

Procedures Manual Current, Prior Years – Binder, 4th Floor Closet Yes

Records Friends Office, 4th Floor File Cabinet – Redonation Room Yes Prior Years – Binder 4th Floor Closet Yes

Sales Reports Man Library, Loading Dock Office Yes Binder On Top Shelf, Left of Desk

Volunteer Letters Main Library, Loading Dock Office Yes Binder, Left of Desk

Credit Card Receipts Staple in Date Order to Front of Weeks Envelope – 1 Year SHREAD1 Redonation Room

Journal Tapes Keep with Envelopes in Redonation Room 1 Year

T10 P5 2 of 2 02/2007

04/21/08 Page 215 of 217

04/21/08 Page 216 of 217

04/21/08 Page 217 of 217