SHROPSHIRE ARCHIVES STANDARDS OF SERVICE
Please find below details of the services provided by Shropshire Archives. The detailed service standards aim to provide customers and stakeholders with the information they need in order to make the best use of what the service offers. These standards are reviewed and developed regularly. If you have any comments about these standards please contact:: Shropshire Archives, Castle Gates, Shrewsbury SY1 2AQ, tel: 0345 678 9096, email: [email protected], web site: www.shropshirearchives.org.uk
No Description 1 Acquisition and cataloguing 2 Information services 3 Preservation and conservation 4 Education and life long learning 5 Volunteering 6 Staff development, training and awareness 7 Marketing and consultation 8 Performance monitoring
Page 1 SHROPSHIRE ARCHIVES STANDARDS OF SERVICE No 1 ACQUISITION AND CATALOGUING LIBRARY MATERIALS Shropshire Archives will: Acquire new and second hand material, in all published formats, and microform, photographic and photocopied copies of material held in other collections appropriate to development of local studies library and according to the Collection Development Policy of Shropshire Archives. Provide donors with acknowledgement of receipt within 30 working days, where appropriate. Catalogue selected new acquisitions onto the CALM Local Studies database and maintain the on line catalogue. ARCHIVE MATERIALS Shropshire Archives will: Advise custodians of records on suitability for and conditions of transfer to Shropshire Archives, as and when requested. Ensure an appropriate agreement is completed for all new acquisitions. Provide donors and depositors with acknowledgement of receipt within 30 working days. Create adequate records of all new accessions on CALM database. Undertake initial sorting and weeding of new acquisitions and arrange return or destruction of inappropriate items in accordance with the Collection Development Policy. Arrange suitable packing and storage to prevent undue deterioration, referring any urgent repair work to conservation. Ensure secure storage of accessions in strong rooms. Ensure clear labelling and appropriate location to allow for future retrieval. File correspondence, receipt and completed agreement in relevant deposit file. List and make available all registers of baptisms, births, marriages, banns, burials and deaths within one month of receipt All new lists will be created using the CALM database and to current professional and in-house standards. Maintain the on line catalogue.
Page 2 SHROPSHIRE ARCHIVES STANDARDS OF SERVICE No 2 INFORMATION SERVICES SERVICES FOR ON SITE CUSTOMERS Visitors to Shropshire Archives will receive: Relevant assistance and advice about how to obtain the information they need. Access to all sources except where legal or preservation constraints exist. In order to use original archive sources, visitors must hold a Shropshire Archives’ Readers Ticket. These can be obtained on arrival. Help with using equipment including microform readers and computers. Help with using all finding aids whether manual or IT indexes/databases. Help in understanding source material including a reasonable amount of palaeographical advice depending on the availability of staff. Copies if required, within the service’s rules (see below). Advice about source material in other offices if appropriate. Written guidance on the most frequently used sources and a general introduction to the service is available.
Staffing Wednesday to Friday The staffing is: o 1 professional o 2 support staff o 1 production assistant (until 1pm)
All documents must be ordered by 1pm.
On Saturdays when all documents must be requested in advance, the staffing is: o 1 professional o 2 support staff
The desk or searchroom area will be staffed at all times. All staff will wear name badges.
Volunteer support From 10am-1pm volunteers from Shropshire Family History Society provide an advice service in the reading room.
Production of documents We aim to produce material from catalogued collections within 30 minutes. We advise ordering in advance. No orders for documents will be accepted after 1pm Saturday documents must be ordered by 1pm on Fridays Items held in our out-store (those with a DA prefix) are collected weekly and must be ordered in advance.
Page 3 Access may be restricted if items are very fragile or subject to data protection (see our restricted access guidelines for further information). If items are unnumbered or very large, access will be at the discretion of the duty professional and will depend on how well access can be supervised. Customers with disabilities The two parking spaces at the front of Shropshire Archives are reserved for disabled users, and should be booked in advance. All public areas including the toilets are accessible to wheelchairs. Guides can be printed out in a larger font on request. A “clear star viewer” which uses CCTV technology is available to enlarge pages from printed books. A hand-held video magnifier can be used with documents and maps in our Search Room.
Reprographics The Service is able to provide the following copying facilities: o Photocopying o Printouts from microfiche, microfilm and computers o Photography, both conventional and digital In addition users are able to access self-service microfiche printers and can take photographs using their own cameras, on purchase of a photography permit. All these services are subject to copyright and preservation restrictions. Photocopies and printouts are usually done on demand. During busy periods or after 1 pm, however, requests for copies may be taken on the appropriate form and copies sent to customers. On these occasions there will be a charge for postage. We are not able to undertake large orders immediately and customers will be required to collect the copies at a later date or pay for the postage. Digital images must be ordered and paid for in advance. Orders are processed within 10 working days. Prices are revised on an annual basis and include a reduction for those under 16 years of age. Staff time in assisting users with detailed reprographic requests may be charged for.
SERVICES FOR REMOTE CUSTOMERS Telephone enquiries During normal working hours enquiries are received by the Council’s Customer Service Centre. At evenings and weekends, calls will divert to our answer machine, allowing urgent messages to be left. Enquirers with complex requests will be encouraged to write/email in.
Postal, fax or email enquiries We aim to answer or acknowledge all postal, fax or email enquiries within 10 working days. Basic queries regarding bookings, the availability of documents and general advice on types of records held will be answered free of charge.
Page 4 If the request involves searching in documents, books or online, there is likely to be a fee.
Copying Services All requests are subject to a minimum handling charge. Requests for copies, including digital images are dealt with within 10 working days. Payment is taken advance and an order form will be sent out enabling payment to be made by cheque or online.
Research Services For short ‘look-ups’ in single documents or books, we have a Short Search service. We aim to respond to requests for short searches in 10 working days. A payment form is available on our website. For lengthier searches we have a Research Service which is charged at an hourly rate. Enquiries will be acknowledged within 10 working days. We aim to answer within 12 weeks but this will depend on demand for the service. We also provide a specialised research service for business and commercial use.
Web site Information on the web site will be maintained and kept up to date. A programme of improvements to the site will be reviewed every 6 months.
Page 5 SHROPSHIRE ARCHIVES STANDARDS OF SERVICE No 3 PRESERVATION AND CONSERVATION Storage Environment The environment in the store rooms at Shropshire Archives and at the service’s out store will be maintained to the current specification, largely compliant with PD5454. A disaster plan for Shropshire Archives and the out store is maintained and regularly updated. Public Access Public access to heritage material is dependent on compliance with best preservation practice. Adequate provision of document supports and rests will be made both in the reading rooms and in working areas. Material in a fragile condition will not be produced. Microform copies of popular sources, such as parish registers, will be provided. Copies of these relating to the Telford & Wrekin area will be provided at cost for Telford & Wrekin library service. Parish and non-conformist registers will continue to be digitised. Those dating up to 1900 are available on the Find My Past website. Advice Advice to members of the public and owners of documents on preservation issues will be given on request. The conservation section of the website will be reviewed annually. Training Conservation staff will be consulted on preservation issues arising from the public service. Training sessions in handling for all staff will be held every six months. Training sessions in related preservation issues will be held when necessary.
CONSERVATION Requests from customers seeking access to material in poor condition and unable to be produced will be reviewed by the Senior Conservator, and given a priority for action if possible. All conservation work will be carried out following the standards described in the Preservation and Conservation policy.
Page 6 SHROPSHIRE ARCHIVES STANDARDS OF SERVICE No 4 EDUCATION AND LIFE LONG LEARNING SERVICES EDUCATION Individual visits Students and teachers are welcome to use Shropshire Archives during opening hours. Prior notice of visits is helpful for staff to provide support and assistance. Group visits and courses Visits to Shropshire Archives by school classes or teachers groups are welcomed. These can be tailored for individual and curriculum needs. The following times are usually available: o Mondays and Tuesdays A charge is made for group visits. The amount may be increased if more than one member of staff is required. Topic and picture packs A number of picture packs are available, see website for details. Web site The Archive zone website www.archivezone.org.uk provides a dedicated website for educational users. This is updated in line with changes to the national curriculum. The Shropshire Council web-site provides details of all current and forthcoming courses and events, is kept up to date, and reviewed annually.
LIFE LONG LEARNING Group visits Shropshire Archives welcomes visits by interested groups. Bookings must be made at least one month in advance. The following times are usually available: o Mondays and Tuesdays, or evenings A charge is made for group visits. The amount may be increased if more than one member of staff is required. The following can be included : o a general introduction to the work of Shropshire Archives. o an introduction to finding aids and sources for family and/or local history. o examples of local documents. o a look behind the scenes at the Conservation studio and a store-room (depending on numbers). o tea and coffee, if appropriate.
Courses
Page 7 Regular courses to help develop skills useful for local or family history research are organised. Courses are normally run on a Monday or Tuesday. Involvement with other services and groups The service works closely with the Visitor Economy Learning and Activities Officer to provide an integrated education and lifelong learning offer. The service supports and promotes the work of local and family history societies including the Shropshire Family History Society and the Wrekin Local Studies Forum. Staff represent the service at meetings of the Wrekin Local Studies Forum, and support their events. The service encourages the work of the Friends of Shropshire Archives. The Team Leader, Archives is a member of the Friends Committee and provides regular reports to the Committee. The service supports events organised by local bodies such as the Friends of Shropshire Archives, the Shropshire Family History Society and the Wrekin Local Studies Forum. These are publicised by the service and, where possible, we will provide an active presence at the event. The service supports the work of the Local Studies Working Group which co-ordinates local studies provision working in partnership with Shropshire Library Service. Talks Members of staff are available to give illustrated talks on the work of the service at venues outside Shropshire Archives. A charge would normally be made. Web site The web-site provides details of all current and forthcoming courses and events, is kept up to date and reviewed annually.
Page 8 SHROPSHIRE ARCHIVES STANDARDS OF SERVICE No 5 VOLUNTEERING
Shropshire Archives welcomes volunteers working in all areas of the service
The volunteering policy and related guidance provides a framework for working with volunteers
All volunteers will complete a volunteer application form, including the naming of two referees, and sign a volunteer agreement.
All volunteers will be allocated a supervisor and receive appropriate induction and training.
After starting volunteering a six week initial review period will take place, in the course of which both volunteer and organisation have the opportunity to review their experience. A meeting at the end of this period should always seek to affirm the volunteer’s contribution, but can also suggest alternative activities and pursuits.
Work experience and student placements are offered according to the service’s capacity to manage these. Placements provide a range of experiences reflecting the service as a whole.
Volunteers are kept informed of relevant events and opportunities through regular emails
Virtual Volunteering
Shropshire Archives endeavours to provide volunteering opportunities for all and has developed a website that allows those who can’t physically get to the building to volunteer from home. See www.heritageheroes.org.uk The website includes terms of use which volunteers are asked to agree to when registering and logging in, these terms of use document what is expected of volunteers in terms of their use of the website and their behaviour when using the online community forum. The website is checked weekly and submitted records are reviewed on a regular basis.
Page 9 SHROPSHIRE ARCHIVES STANDARDS OF SERVICE No 6 STAFF DEVELOPMENT, TRAINING AND AWARENESS SHROPSHIRE ARCHIVES STAFF Personal work reviews and individual training plans All staff participate in annual performance reviews. Individual work plans and training plans are developed from these. The service has an individual training budget. Staff are encouraged to participate in the activities of professional organisations such as the Archives and Records Association and CILIP.
Staff meetings and training sessions All new staff take part in an induction process to ensure their ability to do their job. Details of the process is tailored to individual needs. All requirements of Shropshire Council’s induction process are also met. Staff meetings are held every Thursdays from 9.00-10.00am. Most part time staff have work time timetabled to enable them to attend these staff meetings. Minutes from the minutes are circulated to ensure staff awareness of current issues. In service training sessions take place following the staff meetings. Programmes are drawn up after consultation with the staff to ensure their interest and relevance.
Service planning All staff are involved in the planning for the annual team plan. Copies of the current team plan are circulated to all staff.
Team meetings Team meetings of the senior staff of the service take place monthly. Minutes of these meetings are available to all staff.
STAFF OF OTHER SERVICES Local Studies Working Group The service supports the work of the Local Studies Working Group which co-ordinates local studies provision working in partnership with Shropshire Library Service. Regular induction and training days are arranged for Shropshire Council library staff.
Planning with Telford & Wrekin Library staff Support for local studies and archives work in Telford and Wrekin will be provided through: Quarterly monitoring meetings are held with Telford & Wrekin staff. These include sharing of information including new acquisitions to Shropshire Archives Half day introductions to resources at Shropshire Archives for new members of staff are held on request, and Telford staff are included in all training opportunities provides by the service. Page 10 SHROPSHIRE ARCHIVES STANDARDS OF SERVICE No 7 MARKETING AND CONSULTATION MARKETING Leaflets, information guides and publications All leaflets and source guides will be reviewed at least annually. Publications will be available in alternative formats and languages as appropriate. All publications will include the current logos of Shropshire Council and Telford & Wrekin Council and will use current house styles. Copies of all leaflets are circulated to an agreed list of services and organisations. This list will be reviewed at least annually to ensure currency. The Salopian Recorder is distributed to Shropshire Council and Telford & Wrekin members and senior officers, and to all libraries.
Press releases Press releases are compiled on a regular basis, including a geographic spread of the county. All press releases will be compiled using the template provided by Shropshire Council’s communication team. All press releases must be approved by the Team Leader, Archives and passed to Shropshire Council’s communication team for release. Press releases relevant to Telford & Wrekin will be passed to the press office via the library service.
Website and social media The web-site, which provides details of all current and forthcoming courses and events, is kept up to date and reviewed annually. Shropshire Archives uses Facebook and Twitter. The accounts are monitored regularly and items are added at least weekly. The Friends of Shropshire Archives maintain their own website.
CONSULTATION Surveys of customers of Shropshire Archives will be conducted at least annually. Feedback forms will be completed by those attending courses and events held both at Shropshire Archives and elsewhere, including events organised by the Friends. Customers are encouraged to make comments using Shropshire Council’s written system or informally to staff. A comments book is provided in the customers’ coffee room. Feedback is also encouraged on the service’s web site. Before any significant change is introduced to the service, for example opening hours, customers will be consulted and the results of that consultation published. Feedback from customer consultations will be included in the quarterly reports provided to Telford & Wrekin staff. All complaints are reviewed at the service’s team meetings. Page 11 Quarterly returns of complaints and compliments are made to Shropshire Council’s Corporate centre.
Page 12 SHROPSHIRE ARCHIVES STANDARDS OF SERVICE No 8 STATISTICAL AND PERFORMANCE MONITORING The following statistics are recorded by the Service:
Volume % Shropshire % Telford & Wrekin Storage of Material Archives and Local Studies Material Total holdings Acquisition of Material Archive Material No of accessions Volume Local Studies Material No of items Processing of Material Accessioning Archive collections on CALM No of accessions % of total accessions Cataloguing No of entries on CALM No of entries accessible to the public online No of records on CALM images database Conservation No of items cleaned, referenced or conserved Volunteers No of days work contributed by volunteers No of volunteers Accessibility Shropshire Archives Total no of users (in person) Total no of users (virtual) Total no of users (in person and virtual) No of readers tickets issued No of archive items produced
Page 13 Volume % Shropshire % Telford & Wrekin Post & fax enquiries Email enquiries Total enquiries (phone, post, fax, email) Enquiries answered within 10 working days
Education and Outreach Total talks / lectures given (including courses) No attending Total no of events (talks, education visits, open days) held at SA Total no of events held outside SA
Displays arranged No of school visits (not through Culture Zone)
No of topic packs provided Total no of schools/colleges provided with a targeted service (packs or visits)
REPORTING Statistics are monitored quarterly by the service’s team meeting. Quarterly returns are made to Telford & Wrekin. Annual returns are made as part of the Archive Services Statistical Return to CIPFA
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