Professional Education & Further Development

Library Management

Personal/Interpersonal Competencies

Public Service Competencies

Technical Services Competencies

Technology Competencies: Core Skills

Technology Competencies: Systems & IT

Budget & Funding

Community Relations

Facilities

Laws, Policies & Procedures

Marketing

Organizational Leadership

Personnel Management

Project Management

Staff Development & Training

Strategic Planning

Trustees & Friends

Communication

Customer Service

Ethics & Values

Interpersonal

Leadership & Project Management

Learning & Personal Growth

Access Services

Adult & Older Adult Services

Children's Services

Collection Development

Patron Training

Young Adult Services

Accessing & Processing

Cataloging

Collection Management

E-Resource Management

Preservation

Core E-mail

Core Hardware

Core Internet

Core Operating Systems

Core Software Applications

Core Web Tools

Digital Resource Technology

Enterprise Computing

Hardware

Networking & Security

Operating & Automation Systems

Public Access Computing

Server Administration

Software Applications

Technology Planning

Technology Policies

Technology Training

Web Design & Development

Understands and employs basic budget and finance concepts and terminology

Establishes effective financial management processes and services, using sound business and financial judgment

Identifies and pursues multiple funding sources for the library

Demonstrates the impact and value of the library to the community through ongoing evaluation and assessment of library services

Builds support for the library, using the most appropriate methods among a variety of groups

Maintains positive public relations through communication and promotion of the library's values, services, accomplishments and needs to all stakeholders

Forms strategic partnerships with community organizations

Creates a welcoming and user-friendly physical environment that encourages all community members to use library services

Creates and maintains a healthy and safe environment for library personnel and users

Understands, applies and explains applicable laws

Develops policies and procedures based on the library's mission and user needs to guide efficient and effective library operations (see also: Technology: Systems & IT > Technology Planning)

Creates policies and practices to ensure safety and security

Understands and applies marketing theory and practices

Develops, implements and evaluates an ongoing marketing plan for the library

Uses leadership skills to provide vision and guidance to library staff, board members and the community

Contributes effective strategies and decisions regarding library services and resources

Provides effective leadership of all stakeholders and teams

Applies change management to assure effective implementation of change and acceptance by all stakeholders

Contributes to a productive workforce through effective recruitment and selection

Leads and empowers employees to deliver effective, high-quality library service

Establishes effective strategies for performance management

Understands and applies legal standards and requirements for performance management

Works appropriately with consultants and volunteers

Employs sound project management principles and procedures in the planning and implementation of programs and services

Leads work teams with clear direction and effective communication

Monitors and evaluates projects and uses the results for project improvement

Establish strategies and long-range initiatives to create a learning environment within the library

Plans for and supports staff career development opportunities

Develops and implements appropriate training strategies (for continuing education coordinators, staff training supervisors and trainers)

Develops effective methods to evaluate learning initiatives

Designs and implements an ongoing strategic planning process for the library

Performs ongoing evaluation to gauge the success of the strategic plan

Manages the relationship and communication with the Library Board (Trustees)

Understands and sustains the library's roles and relationships with the Friends of the Library and the Library Foundation

Communicates effectively using a variety of methods

Communicates effectively with a variety of audiences and individuals from diverse backgrounds

Selects and applies the most appropriate and effective communication means to meet situational needs

Manages the library environment to enhance the user experience (see also: Library Management > Facilities)

Develops and evaluates standards and practices for the delivery of quality customer service

Applies customer service skills to enhance the level of user satisfaction

Applies effective techniques to address difficult situations with users

Understands and acts in accordance with the basic values and ethics of library service

Develops and maintains effective relationships with others to achieve common goals

Works effectively in teams with strong team-building skills and attitudes

Applies effective strategies to manage organizational politics, conflict and difficult co-worker behaviors

Aligns efforts with the vision and direction of the organization

Demonstrates an aptitude for leadership

Employs sound project management principles and procedures in the planning and implementation of programs and services (see also: Library Management > Project Management)

Anticipates and adapts to change and challenges effectively

Manages the development of one's own career and ongoing improvement of skills and knowledge

Pursues a commitment to personal growth and lifelong learning

Understands and performs the basic operations of the circulation function

Adult Services & Outreach

Adult (General) Programming

Older Adult Services & Programming

Readers' Advisory

Reference

Children's Services & Outreach

Information Resources for Children

Children's Programming

Builds and maintains a collection of resources in many formats based on a determination of community needs

Establishes and applies selection and evaluation criteria to build a collection of high quality and relevant resources

Researches and designs systems and services to provide optimal access to resources

Understands and establishes collection development policies and procedures

Develops training programs to build information literacy skills and to meet other educational needs of users

Delivers formal training to fulfill objectives of the patron training programs

Provides informal instruction and assistance to build skills of library users

Assists users on the public access computers with learning basic technology skills

Young Adult Services & Outreach

Information Resources for Young Adults

Young Adult Programming

Manages the processes by which library materials are ordered, received and tracked

Manages the expenditures and accounting for acquisitions

Catalogs all types of library materials according to relevant bibliographic control standards

Manages the catalog to ensure that library users have optimal access to the collection

Establishes procedures and resources to facilitate collection development

Ensures that the collection is current, useful and in good condition

Develops and manages the library's collections of electronic resources and provides distributed access to them

Establishes and implements appropriate techniques for the preservation and conservation of library materials

Identifies, selects and maintains special collections

Establishes and implements policies and procedures for digitization of library resources

Performs basic functions of e-mail applications

Performs basic calendar operations and task management

Understands and uses basic computer hardware and peripherals

Understands and uses the Internet and the World Wide Web

Performs basic information searches

Understands common security protocols related to Internet use

Understands and performs basic operating system functions

Understands and performs basic functions and tasks of common software programs

Performs basic word processing operations

Performs basic printing operations from common applications

Understands and uses common social networking and online collaboration tools

Selects, organizes and maintains the library's collection of digital resources

Demonstrates working knowledge of programming languages applicable to digital resources

Develops and manages interface services to provide integrated access to the library's resources

Pursues efforts to sustain and improve the digital resource systems and services

Performs enterprise computing management to integrate computing systems across a large organization

Performs enterprise-level software management

Installs, configures and maintains computer equipment and peripheral devices

Installs, configures and maintains printers and scanners

Installs, configures and maintains the library's local area networks (LAN)

Understands and supports the library's telecommunications and wide area networks (WAN)

Installs, configures and maintains the library's wireless networks

Troubleshoots problems with the library's networks in order to maintain optimal operations for staff and users

Develops and implements practices for network security to ensure maximum protection of library systems and staff and user information

Installs, configures and maintains all operating systems functioning in the library environment

Demonstrates advanced understanding of the library automation systems (ILS)

Installs and configures the library's public access computers and networks to best meet the needs of library users

Maintains and troubleshoots the library's public computers, networks and security

Develops, implements and communicates policies and practices for public access computing

Configures and maintains the library's e-mail servers

Configures and maintains the library's Web servers

Configures and maintains the library's file servers

Configures and maintains the library's print servers

Configures and maintains the library's database servers

Configures and maintains the library's other servers as needed

Administration of Software Applications

Database Application Proficiency

Document Management Program Proficiency

Electronic Publishing Program Proficiency

E-mail Program Proficiency

Photo-editing program proficiency

Presentation Program Proficiency

Spreadsheet Program Proficiency

Web-based Office Application Proficiency

Web Site Design Program Proficiency

Word Processing Program Proficiency

Formulates and implements an ongoing technology planning process

Develops and maintains a library technology plan that meets current and future needs of the library community

Develops strategies and processes for purchasing technology for the library

Creates, evaluates and implements policies and procedures for library technology

Provides training for staff and users on library technologies (see also: Library Management > Staff Training & Development)

Designs a Web site for the library to provide virtual, 24/7 access to a portion of library services

Implements and updates the library Web site

Applies advanced Web technologies to the development of a library Web site

Implements and manages the library's presence on the Web to place the library's services in the path of the users

Demonstrates proficiency with video and audio production programs

Understands and utilizes established accounting practices and procedures

Develops and evaluates the library budget in alignment with short and long range goals and objectives

Understands and applies federal, state and local financial laws and regulations

Works with the library board to develop members' understanding of the library finances, including the budget process

Monitors economic trends and other fiscal issues for potential impact on the library

Conducts short-, medium- and long-range fiscal planning

Conducts financial analysis to identify costs, risks and alternatives, including cost-reduction and value enhancements

Monitors the progress of contracts for library materials and services

Promotes and justifies the library's needs to funding authorities

Assesses needs and develops plans for capital improvement projects

Identifies sources for grant funding and writes effective grant applications

Conducts capital campaigns

Develops strategies for additional funding sources

Works with Library Foundation and Friends of the Library groups to generate private-sector support and to cultivate and solicit private donors

Employs evidence-based management to demonstrate the value of the library

Uses appropriate business and management approaches to communicate the library's value to decision makers

Understands data collection, research and analysis methods

Identifies sources and tools for gathering the best available data (both quantitative and qualitative), including systems to manage library data and generate reports

Performs outcome-based evaluations to measure the effect of the programs and service on various user groups

Observes benchmarks and consults with comparable organizations

Communicates the value of library services, products and policies to library management, library staff, key stakeholders, user groups and the community

Leverages community to build support at the local, state and national levels, both for ongoing library services and special one-time campaigns

Leverages participation in organizations to promote library initiatives

Identifies and enlists strategic partners to obtain support for the library

Demonstrates strong communication skills to deliver a clear and coherent message

Promotes the library as a center of lifelong learning for the community

Understands the relationship of the library to others within the governmental organization

Sets policies and practices for clear communication of the library's message to staff, library users, the community, the library board, local and state government, and to funding agencies

Maintains visibility in the community by joining and networking with organizations that promote libraries and librarianship

Provides information about library services and products in multiple mediums, including print and electronic (Web), in accordance with the marketing plan

Enhances the library's message by speaking publicly at library programs and throughout the community

Develops relationships with media representatives, community leaders and decision makers

Identifies potential partners and opportunities and articulates the mutual advantages of partnership

Develops and leverages collaborative relationships to facilitate the accomplishment of the library's goals

Provides leadership to build effective relationships and coordinate efforts between internal and external stakeholders

Sustains partner relationships for future opportunities

Understands space planning issues, including the application of ADA requirements to the physical space and equipment

Plans for new or updated facilities to meet current and future community needs

Understands the impact of the physical elements in the library on user satisfaction and emotional response

Monitors the use of facilities and makes changes to improve the user's experience

Understands the scope of building operations and addresses maintenance issues with appropriate inspections and upkeep

Addresses safety issues through appropriate maintenance and adequate information provided to staff

Understands and applies state and federal laws that pertain directly to libraries and to public entities in general

Maintains awareness of current policy and legislative initiatives that may impact library services and administration

Understands and applies intellectual freedom and civil rights laws

Understands and applies copyright and intellectual property laws

Understands and applies laws and policies governing confidentiality and rights to privacy

Understands and implements the American Disabilities Act (ADA) and state and local regulations where appropriate

Develops and updates policies in collaboration with other departments, institutions, regional systems and larger organizations, such as State Libraries

Understands liability and legal issues pertaining to policy and procedure development

Explains the rationale underlying library laws, policies and procedures and seeks staff and user feedback during policies and procedures development

Understands the relationship between library policies and customer service

Continuously evaluates the needs for new or revised policies and procedures

Creates and regularly evaluates emergency response policies and procedures and prepares staff to respond appropriately

Maintains up-to-date policies/procedures for staff communication and crises communication

Creates and regularly evaluates disaster preparedness and recovery plans for library resources and equipment

Understands the basic principles of marketing and how they apply to library services

Conducts research to assess marketing landscape and to determine current position among similar businesses and organizations

Conducts a SWOT analysis to determine the strengths, weaknesses, opportunities and threats

Conducts periodic review of the community for opportunities to align needs with library services

Identifies, analyzes and prioritizes target markets and audiences, and determines how best to promote library services that can effectively serve them

Sets measurable market goals and objectives, including brand strategy

Highlights programming objectives that affect the overall marketing of the library

Develops consistent promotion and distribution strategies to meet the goals and objectives based on the analysis of target audiences

Creates graphics standards, style guide, and consistent print and electronic visual communication standards

Provides marketing training (how to talk to media, how to promote services, etc.) for all staff, board members and other key stakeholders

Implements the marketing efforts, maintaining records and clear communication with staff and stakeholders

Evaluates the effectiveness of the strategies and revises as necessary

Articulates the mission, vision and values of the library organization

Aligns the library with, and is supportive of, the strategic directions and needs of the community

Defines and communicates the library's goals and objectives aligned with the library's mission and vision

Evaluates and revises if necessary the library's mission, vision, value statements and strategic plan

Understands the social, political and economic context in which the library exists

Models accountability for quality and timeliness of work and reliability in achieving excellent results

Understands the library's strengths, weaknesses, opportunities and challenges

Recommends adopting, modifying or eliminating services, based on the best available evidence

Prepares for and responds to crises and unanticipated events

Keeps current with new approaches to team behavior and applies that knowledge to help achieve organizational goals and objectives

Builds trust relationships with all stakeholders and establishes appropriate procedures to keep informed of and respond to issues

Delegates decision-making authority and task allocation appropriately to maximize the effectiveness of organizational and individual efforts

Secures and allocates resources to assure stakeholders' accomplishment of tasks and responsibilities

Manages meetings and meeting participants effectively and practices consensus-building skills

Remains open to new ideas, keeps current on trends and issues, and seeks and sponsors innovations

Recognizes the benefits of change and understands the principles, processes and responsibilities for managing organizational change

Involves appropriate parties in planning, implementing and evaluating change

Prepares staff, Library Board, users and other stakeholders for change through effective communication to raise awareness, build commitment and ensure understanding

Anticipates change-resistant behavior (fear, conflict, negativity, complacency) and applies strategies to address it

Develops and applies consistent and effective interviewing techniques

Makes hiring decisions based on sound evaluation methods

Understands and complies with employment laws and regulations that impact recruiting and hiring

Understands and complies with library policies and procedures that impact recruiting and hiring

Values a diverse workforce and recruits for diversity

Fosters and facilitates a collaborative environment based on a shared vision

Models enthusiasm and commitment and energizes staff to meet defined goals

Communicates clearly and regularly with staff about library, government or major community changes that may affect them

Promotes teamwork among staff and promotes team-building practices

Ensures that diversity needs are respected and supported in HR processes

Recognizes staff achievements through formal and informal methods

Establishes clear performance expectations linked to the library's strategies and priorities, with appropriate levels of quantity and quality of work

Enables staff to strive for continuously higher standards of performance

Provides appropriate tools, resources and authority to support performance expectations

Establishes methods for review and evaluation of performance and holds all staff accountable to meet performance expectations

Provides constructive feedback and takes timely and consistent corrective/disciplinary action when appropriate

Understands and complies with employment laws and regulations that impact performance management

Understands and ensures compliance with human resources policies and procedures

Promotes effective labor relations and maintains a productive working relationship with employees and their representatives

Understands contract negotiation and administration

Understands a variety of problem-solving techniques and applies them to dispute resolution

Develops and applies consistent practices for hiring consultants and recruiting volunteers

Articulates the need for consultants and/or volunteers and defines clear roles and responsibilities

Develops and administers contracts

Provides effective training and supervision of volunteers

Understands the basic principles and procedures of project management

Defines outcomes and expectations based on user requirements and needs

Develops support for projects that implement library goals and objectives

Uses resources efficiently and manages effectively within budget limits

Conducts strategic selection of team members

Develops a work plan with tasks, timeframes, milestones, resources and realistic deadlines

Anticipates potential problems, sets controls and contingency plans, and responds effectively to resolve barriers

Establishes processes for collecting, documenting and reporting data

Monitors project progress and evaluates performance to ensure quality and quantity standards are met

Fulfills legal or project requirements for compliance, record keeping and reporting

Analyzes and identifies dissemination strategies, and reports project data and outcomes to stakeholders

Promotes the importance of continuing staff development and provides appropriate opportunities

Understands how the learning function for library staff relates to the provision of quality library service

Creates a culture that enables both formal and informal learning processes in the workplace

Promotes a performance-based culture that aligns learning goals and objectives with desired outcomes

Fosters staff growth and opportunity through mentoring

Conducts assessment of staff to analyze training needs

Correlates training needs with identified internal and external changes that impact the library

Utilizes competency-based or other methods for assessing staff skills and supporting career development opportunities

Conducts and summarizes a job task analysis

Creates development plans for staff to gain necessary competencies (knowledge, skills, abilities, behavior, attitudes)

Understands and applies knowledge of adult learning theory

Designs training activities to meet the needs of targeted audiences and to support specific results

Develops and implements training solutions that focus on the learner and accommodate different learning styles

Understands the variety of instructional methods available, including e-learning and blended learning

Understands and applies instructional design concepts

Manages the learning environment for optimal participant experience and value

Determines measures of success for all training strategies

Employs multiple evaluation techniques

Develops processes to evaluate transfer of learning to the workplace and achievement of targeted competencies

Provides time and procedures to review and reinforce learning

Develops strategic plans to align with and fulfill organizational goals

Analyzes and investigates the needs of the community and environment to anticipate and predict changing trends and influences

Involves stakeholder groups in the planning process and promotes the plan's value to the community

Creates appropriate mission statement, goals, objectives and activities that reflect analysis of community needs

Ensures that long-term goals and objectives align with daily decisions and operations

Develops and applies appropriate methods to continually measure and ensure the quality and value of library services

Modifies the strategic plan and redesigns processes as needed in response to ongoing analysis of community needs

Monitors progress of service planning and provides follow-up, educational and accountability measures

Understands the roles and relationships of the Library Board and the library administration

Practices strategic recruitment for new Board members

Provides orientation and ongoing training as needed for Board members

Provides timely and pertinent information and facilitates communication to support the Board's decision-making

Motivates the Board to assess and adopt policies that meet user needs

Motivates the Board to plan for the future needs of the library

Motivates the Board to promote the library in the community

Recognizes the benefits derived from a Friends group or Library Foundation

Develops and monitors operating agreements between the library and the Friends group

Maintains ongoing communication about the library's planning process and evolving goals and needs

Communicates openly and directly, both verbally and in writing

Identifies issues and ideas to be communicated and provides information that is accurate and timely

Presents ideas in a manner that is clear and concise, with an appropriate level of enthusiasm

Demonstrates proficient writing skills (good grammar and sentence construction, accurate spelling, logical thought)

Demonstrates proficient public-speaking skills (articulation, strong delivery, appropriate animation)

Speaks and writes in a manner that is professional, welcoming and appropriate for all audiences

Demonstrates understanding of the perceptions, perspectives and communication styles of each audience

Fosters an inclusive, affirming and respectful climate for communication

Communicates effectively to obtain consensus, persuade, instruct and/or motivate

Understands and practices techniques of active listening and asking open-ended questions

Selects appropriate communication strategies to manage conflict constructively

Demonstrates negotiation skills to secure beneficial outcomes

Organizes the library's collections and work areas to appeal to users and to meet their needs

Organizes physical elements in the library to create a positive and welcoming environment

Addresses the physical or mental barriers that could prevent people from using the library

Creates a customer service plan

Anticipates and maintains awareness of users' needs and wants through customer service surveys, complaint logs and other means

Analyzes input from users, evaluates the effectiveness of current services, and adjusts services and practices as applicable

Uses effective training strategies to teach staff good customer service techniques

Determines the relative needs of users, suppliers and library staff, and strives for balance in supporting them to achieve their goals

Treats users in a welcoming, professional manner and provides other staff with an example of positive customer service

Acts as a goodwill ambassador for the library, promoting the library's values and services in all user interactions

Demonstrates thorough knowledge of all aspects of the organization that impact users (mission and vision, policies and procedures, collections and services, and system-wide strategies)

Recognizes, honors and responds appropriately to diversity and cultural differences

Encourages users to follow library policies; applies good judgment when deviating from official policies and procedures

Deals with users' concerns efficiently and effectively

Maintains a calm, professional manner in difficult situations and applies effective communication techniques

Understands the history of libraries and their role in society, both in general and in the particular community

Understands and adheres to the mission, values and vision of the library organization

Demonstrates familiarity with the Library Bill of Rights and the ALA Code of Ethics, and articulates the relevance to library service

Understands privacy issues and protects user confidentially

Understands and promotes intellectual freedom and freedom of information

Provides equitable services to all users

Recognizes, respects and addresses the diverse nature of the library's users and community

Treats everyone with honesty, respect and fairness to build an environment of trust

Contributes to a collaborative, committed and collegial work environment

Pursues an understanding and embrace of individual and organizational diversity

Acknowledges own strengths and contributions, and recognizes the complementary strengths and contributions of others

Shares knowledge gained through professional discussions, conferences, formal courses and informal channels with colleagues

Gives and receives constructive feedback from coworkers, supervisors and users

Contributes constructively to the achievement of the team's goals and objectives

Contributes to a problem-solving environment and works toward mutually acceptable solutions, regardless of position or level

Participates actively in information-gathering and decision-making in order to promote the best interests of the team

Manages own and others' time effectively to deliver work on time

Finds opportunities to help others to develop new ideas and achieve their full potential

Gives or receives coaching or mentoring from team members as appropriate

Understands that organizations are inherently political (including libraries) and develops strategies to become an effective player

Understands a variety of difficult behavior patterns and develops responses appropriate to each

Routinely examines own behavior, accepts accountability for own actions and adjusts appropriately

Understands and applies strategies for conflict resolution

Demonstrates faith in the library's vision, works to achieve it and inspires others to do the same

Identifies the appropriate opportunities, resources and timing to act in support of the library's vision and mission

Works to meet or exceed goals by obtaining resources and support, and by eliminating obstacles

Actively pursues and accepts leadership roles and demonstrates ability to lead teams effectively

Takes initiative, seeks new opportunities and challenges, and applies creative and innovative thinking

Maintains a positive attitude and sets an example for others to follow, no matter what position is held in the library

Fosters an environment based on integrity and high ethical standards

Empowers others to take ownership in decision-making and problem-solving

Researches trends in leadership skills and styles and applies new knowledge effectively

Understands the basic principles and procedures of project management and the importance of applying them

Defines outcomes and expectations based on user requirements and needs

Develops support for projects that implement library goals and objectives

Uses resources efficiently, prioritizes workflows and manages effectively within budget limits

Demonstrates attention to detail

Establishes processes for evaluating the effectiveness of the project and implementing improvements as appropriate

Understands and fulfills legal or project requirements for compliance, record keeping and reporting

Maintains the flexibility to accept change and to adapt with curiosity and enthusiasm

Maintains a positive attitude in the face of challenges and unanticipated changes

Anticipates future trends and recommends changes in priority or direction in alignment with organizational goals

Explores and adopts new technologies for their potential to deliver new ideas, products and services

Recommends and takes reasonable risks to test implementations of change

Understands the importance of lifelong learning for all levels of library work and actively pursues personal and professional growth through continuing education

Formulates personal career goals, identifies learning needs and creates a learning plan to achieve them

Recognizes the value of professional networking and actively participates in professional associations

Understands and uses resources and strategies for keeping up with new ideas and technologies

Seeks opportunities to apply new knowledge and to share best practices, research and experiences with colleagues

Practices ongoing self improvement in response to feedback

Hones critical thinking skills

Supports self and others in pursuit of a balanced lifestyle

Seeks exposure to new ideas, both within and beyond the library field, and stretches beyond one's comfort zone

Pursues learning in multiple formats (including online) and practices self-directed learning

Demonstrates general knowledge of the library automation systems in use and specific knowledge of the operations that apply to circulation procedures

Performs circulation procedures for all library materials (check-in, check-out, renew, place holds, financial transactions, record keeping, etc.)

Accesses the OPAC (online catalog) and uses a variety of tactics to locate items in the collection (via subject heading, author, title, keyword searches, etc.)

Explains and performs intra- and interlibrary loan procedures, document delivery, resource sharing, reserves and other information retrieval options

Understands, explains and adheres to circulation and resource sharing policies and procedures, including copyright issues

Keeps current with changes in the automation systems and in circulation operations and policies

Performs procedures for shelving, shifting and shelf reading

Designs and implements library services to meet the needs and interests of the community

Defines and implements outreach services for the library community to increase use of library services and to reach underserved populations

Uses Web tools and social networking communities to engage with and provide services to users (see also: Technology: Core Skills > Core Web tools and Technology: Systems & IT > Web Design & Development)

Designs, implements and sponsors library programs that offer information, special skills or entertainment

Develops and promotes gaming for adult programming

Designs and implements library services to meet the needs and interests of older adults in the community

Defines and implements outreach services to increase older adults' use of library services and to reach underserved populations

Designs, implements and sponsors library programs for older adults that offer information, special skills or entertainment

Assists users with choosing popular and recreational reading, viewing and listening choices

Develops strategies and sources to stay well-informed as a readers' advisor

Develops and maintains a collection of reference resources to meet community needs

Facilitates library users' requests for information

Provides search and retrieval of requested information and presents results that are clear and of appropriate scope

Designs and implements library services to meet the needs and interests of children in the community

Articulates and communicates to stakeholders the needs of children to receive quality library service

Defines and implements outreach services to increase children's and families' use of library services and to reach underserved populations

Works with parents, caregivers and other adults who serve children

Uses Web tools and social networking communities to engage with and provide age-appropriate services to children (see also: Technology: Core Skills > Core Web tools and Technology: Systems & IT > Web Design & Development)

Builds a collection designed to meet the needs and interests of children

Establishes and pursues strategies to stay informed about current and relevant information resources to meet children's evolving needs

Facilitates children's requests for information and provides accurate and appropriate answers

Connects children and their families and caregivers with resources that encourage reading

Designs, implements and sponsors library programs that offer information, special skills or entertainment for children and their families and caregivers

Develops and promotes gaming programs for children and families

Demonstrates comprehensive knowledge of the library's collection (subject ranges, age, size, level, strengths and shortcomings) and applies the knowledge to the decision-making process

Demonstrates broad knowledge of authors, literature and publishers

Consults a wide variety of sources and connects with other professionals to stay informed about new materials, resources and technologies, and their potential to deliver improved services or reach new target audiences

Pursues a variety of information sources, including popular media, to keep current on topics relevant to library users

Strives to build a collection that is diverse, current and relevant, one that reflects the ethnic diversity of the community and promotes cross-cultural understanding

Assesses and responds to the community's changing needs and interests to inform the ongoing development of the collection

Understands the acquisition and collection development processes and policies for the library

Identifies and applies objective standards to evaluate the content of resources for accuracy and authority, and identifies any bias or point of view

Selects and evaluates resources to assure their quality, pertinence, authenticity and inclusiveness

Determines criteria for evaluating the format, access and presentation aspects of resources to inform selections appropriate to a range of ages and developmental stages

Follows trends in traditional and digital publishing and gathers best practices of similar institutions

Consults a variety of review sources, in combination with informed judgment and knowledge of the community, to evaluate materials

Identifies and evaluates a variety of sources for materials, including commercial and noncommercial

Organizes and effectively displays information so that it is meaningful and accessible to users

Determines and provides the appropriate mix of technologies, formats and delivery channels to meet the needs of a variety of users

Identifies any factors that impede the use of resources and communicates with the information resource designers about usability improvements

Collaborates with IT and other departments, acting as a user advocate, to develop, implement and evaluate new systems and services that better meet users' needs

Recognizes the special information access needs of user groups (those with disabilities, those with English as a second language, immigrants, etc.), and provides them with the best possible access appropriate to the library

Researches and assesses emerging technologies for improved delivery of information resources

Identifies opportunities to cooperate with other libraries, departments or community organizations to share information resources

Evaluates, recommends and applies policies and procedures for identifying and selecting library materials in all formats

Insures that collection policies are consistent with the mission and broader policies of the library and the ALA Library Bill of Rights

Develops policies and procedures for handling challenges to library materials

Develops policies for weeding the collection, handling donations and gifts, and disposing of obsolete materials

Understands the scope and the importance of information literacy (including computer and media literacy) and defines information literacy goals applicable to the institution

Defines desired outcomes for patron training programs and builds a curriculum to meet those outcomes

Identifies topics of importance and interest to library users by a variety of ongoing means (benchmarking with similar institutions, surveying users, collecting input from frontline staff, etc.)

Establishes a budget for patron training and promotes its value to the library's budget authorities

Identifies opportunities to partner with other departments or organizations to collaborate on training programs

Identifies opportunities for combining training for staff and users; understands the advantages and disadvantages of doing so

Identifies resources for training (technology, space and trainers) and coordinates with appropriate departments to obtain them

Understands and applies basic instructional design principles to design training

Identifies and manages trainers (staff, external, volunteers) and training materials (use external, create new, repurpose existing); manages scheduling of classes

Evaluates training programs, using the appropriate evaluation strategies (post-class evaluation forms, debrief with trainers, etc.) and uses results to improve future training content and delivery

Articulates the library's objectives for training users

Selects the appropriate style and presentation methods for delivery of training, based on an understanding of adult learning principles

Prepares the learning environment, including set-up of computer labs

Practices effective training techniques (presents ideas clearly, employs interactivity, uses a variety of approaches to accommodate learning styles, actively listens to student input, etc.)

Fosters a positive learning atmosphere, one that respects and values diversity

Accepts feedback on effectiveness of training and seeks opportunities to improve techniques and behavior

Perceives needs of users for "just in time" learning and demonstrates readiness to assist at the level of need

Identifies and makes available tutorials and other resources for users' self-paced learning

Assists library users with searching the library's catalog and helps them develop the ability to recognize an information need, meet it and evaluate the results

Recognizes a user's need for formal learning and identifies appropriate opportunities in the library's class schedule or through other community organizations

Instructs users in the use of the access, reservation, time and print management systems

Understands and explains the security restrictions of the public computers and the user's options for saving files and "bookmarks" both temporarily and permanently

Assists users in accessing and navigating the Internet, understanding common security protocols, locating resources, and downloading and saving files of all types

Assists users with Web-based e-mail programs (sign up, create or reply to messages, manage contacts, attach files, identify spam and phishing messages)

Designs and implements library services to meet the needs and interests of the young adult community

Articulates and communicates to stakeholders the needs of young adults to receive quality library service

Defines and implements outreach services to increase young adults' use of library services and to reach underserved populations

Uses Web tools and social networking communities to engage with and provide services to young adults (see also: Technology: Core Skills > Core Web tools and Technology: Systems & IT > Web Design & Development)

Builds a collection designed to meet the needs and interests of young adults

Establishes and pursues strategies to stay informed about current and relevant information resources to meet the young adult community's evolving needs

Facilitates young adults' requests for information and provides accurate and appropriate answers

Connects young adults and their families with resources that encourage reading

Designs, implements and sponsors library programs that offer information, special skills or entertainment for young adults

Develops and promotes gaming for young adult programming

Establishes procedures for ordering and handling all library resources for expedient availability to library users

Establishes appropriate and consistent procedures for the physical processing of library materials; understands the marketing value of proper preparation of library materials

Understands how publishers, vendors and other sources involved in the purchasing process affect the quality, costs and efficiencies of the end result

Develops strategies for keeping up with changes in publishers, vendors and other sources for purchasing library materials

Establishes procedures for acquiring a variety of materials (serials, periodicals, audiovisual materials, electronic media, government documents, gift materials and other formats)

Determines the most efficient, cost-effective and customer-centered means to acquire requested materials

Identifies and implements new technologies in processing

Establishes procedures for tracking materials and for negotiating resolutions for returns, incorrect orders, items not received and price discrepancies

Manages the allocation of the materials budget and negotiates the purchase and licensing of materials

Maintains accurate budgets and accounts, including encumbered funds as well as expended funds

Demonstrates proficiency with software programs appropriate for managing acquisitions accounts

Leverages partnerships with other libraries or organizations for discounted or cooperative purchasing options

Understands the general structure, relationships and relative importance of library catalog systems and software (OCLC, Library of Congress, RLIN, Dewey, Library of Congress Subject Heading, AACR2, MARC, Dublin Core, crosswalks and thesauri)

Applies relevant national and international bibliographic control standards (AACR2, MARC, Dublin Core, etc.) to organize materials and resources at a level appropriate for the library and the materials

Understands and uses the cataloging functions of integrated library systems

Understands and performs copy or original cataloging as needed, providing descriptive cataloging, classification and subject analysis appropriate to the content

Maintains authority control and provides appropriate references in the library's catalog

Applies in-depth knowledge of cataloging standards to assess bibliographic records for accuracy and completeness

Selects appropriate subject headings and call numbers for accurate identification and placement within the collection; understands the broader context (national and international) in which collections function

Uses cataloging tools and services available from bibliographic utilities; assesses and learns new tools promoted by bibliographic utilities

Understands the core purpose of the catalog to provide library users with the best possible access to the collection

Pursues knowledge of current library trends and innovations; identifies how they may impact bibliographic control and resource management and how they may be adopted to advantage

Identifies and learns new tools and technical skills that will improve cataloging productivity and enhance access to library resources

Articulates the need and works to provide bibliographic links in the catalog to electronic and other remote resources (see also: E-Resources Management competencies)

Understands the acquisition and collection development processes and policies for the library

Assists in the identification and selection of library materials to be added to the collection

Identifies special research and instructional needs and coordinates with teachers to provide access to materials (course packs, e-reserves, etc.)

Evaluates data, including circulation statistics and requests, to determine the allotment of funds and to prioritize requests for formats and subject areas

Determines the availability of electronic resources through statewide contracts or through regional consortia

Follows trends in traditional and digital publishing and gathers best practices of similar institutions

Defines criteria and establishes procedures to evaluate library materials for retention, replacement, duplication or deselection

Conducts inventories of library materials, analyzes usage and maintains appropriate records in support of maintenance procedures

Identifies items in need of repair and evaluates the cost effectiveness of repair, replacement and/or withdrawal

Manages gifts to the collection, including relations with donors, appraisals of value, recordkeeping and arrangements for long term stewardship

Recognizes items of true historic value and recommends their preservation and conservation for this library or for another collection

Understands the concepts behind e-resource management systems and maintains awareness of available products

Selects, organizes and maintains the library's collection of e-resources

Gathers, maintains and provides reports on the library's subscriptions and/or purchases of eresources (content coverage, usage rights, licenses, usage statistics, etc.)

Interprets usage data for electronic journal and database subscriptions and recommends adjustments to allocation of resources or renegotiation of license agreements

Evaluates, configures and maintains an OpenURL service for linking online resources to identifying services (A & I databases, catalogs, etc.)

Evaluates, implements and maintains metasearch tools for streamlined access to library resources

Understands and implements options for authenticated access to e-resources appropriate for the parent institution

Evaluates, configures and maintains services for restricting access to e-resources applicable within the institutional context (e.g., proxy service, single sign-on, Shibboleth, etc.)

Understands preservation and conservation issues, including requirements for archival preservation and proper handling of materials

Identifies and applies appropriate methods and techniques for storage and conservation of all library materials

Applies timely and effective techniques for the repair and preservation of library materials in all formats

Identifies environmental factors that impact the condition of library materials and provides guidelines for addressing these factors

Understands and adheres to library policies for disaster preparedness and recovery of library materials

Demonstrates broad knowledge of the history of the book, rare books and book arts

Identifies collections of historic value or special significance to the institution and articulates the value of building and maintaining the collections

Identifies and applies special requirements for storage of materials that are of significant historic value (i.e., fragile, light-sensitive, monetarily valuable, etc.)

Establishes policies and procedures to ensure the security of rare and valuable items

Understands and articulates the value of providing digital access to the collections

Understands the theory, processes, standards and best practices of digital creation, anagement, storage and preservation

Identifies, procures and maintains digitization hardware and software and/or determines reasons and vendors for outsourcing digitization processes

Manages digitization projects, including scope, costs, collaboration with other departments/institutions, timeline, delivery and promotion strategies

Receives, opens, forwards as needed, or deletes e-mail messages

Composes or replies to, addresses and sends e-mail messages

Sends, receives and saves attachments

Manages addresses/contacts

Creates folders and files messages for retrieval as needed

Identifies and uses Web-based e-mail programs as well as desktop e-mail applications

Creates, accepts and sets recurring appointments

Sets reminders for calendar items

Plans and schedules meetings and invites attendees

Creates and manages task lists

Understands basic technology terminology

Recognizes and understands the functions of basic computer components (computer, monitor, keyboard, mouse, power supply, printer)

Performs basic operations on computer hardware (plug in, start-up, shut-down, reboot, mouse functions, keyboard functions, uses headphones and speakers)

Recognizes common removable storage devices (CD or DVD disks, USB drives, floppy disk) and identifies the appropriate drives

Performs basic troubleshooting procedures for computer hardware and peripherals

Understands the set-up and use of data projectors and other audio-visual equipment used for library programming

Performs basic printer maintenance tasks (start-up, load paper and cartridges, clear paper jam)

Understands the basic structure of the Internet and of the World Wide Web (Web sites and Web pages)

Identifies and uses common browsers for accessing the Web; understands and uses URLs

Uses common functions of Web browsers (navigation buttons, scroll, add "bookmarks" or "favorites," print)

Downloads and saves files from the Internet, including image, audio and video

Downloads e-books and audiobooks

Identifies and uses search engines, Web directories and online databases

Evaluates information for quality and credibility

Demonstrates familiarity with a variety of search strategies (keyword, Boolean operators)

Utilizes the Find feature to locate information on a Web page

Understands the purpose of anti-virus and anti-spam software

Identifies pop-up windows and blocks or allows them as necessary

Understands the function of cookies

Recognizes secure transaction sites and understands what type of activities are conducted there

Understands and applies the library's computer and Internet usage policies (CIPA, privacy, security)

Performs basic operating system functions (logs on/logs off, launches programs from the desktop or menu, uses multiple open windows, deletes files)

Performs common file and folder management tasks and recognizes common file extensions

Performs basic computer maintenance tasks (e.g., empties "trash" or "recycle bin," restores files from trash, runs virus checks)

Identifies different types and uses of common software applications

Performs the manipulations common to most applications (open/close, maximize, scroll, print, etc.)

Understands and uses the features common to most applications (menus, toolbars, taskbar, Help menu, etc.)

Performs basic procedures to address software application problems

Creates, opens and saves or deletes files

Selects, cuts, copies, pastes or deletes text

Performs operations to structure, format and spell-check documents

Identifies printers available for a given workstation

Identifies local versus networked printers

Adjusts the set-up, previews print jobs and performs print operations

Locates and reads blogs and listens to podcasts; demonstrates familiarity with micro-blogging (Twitter)

Demonstrates familiarity with RSS and uses feedreaders (Google Reader, Bloglines) or other means to manage feeds

Demonstrates familiarity with instant messaging tools (Meebo, Trillian, Skype), social networking sites (MySpace, Facebook, LinkedIn, Ning, SecondLife) and social bookmarking (Delicious, Diigo)

Demonstrates familiarity with photo-sharing (Flickr, ShutterFly), music-sharing (Last.fm, Pandora, iTunes) and video-sharing (YouTube)

Demonstrates familiarity with online file-sharing and collaboration tools (GoogleDocs, Zoho, wikis, LibraryThing, Slideshare)

Uses webconferencing programs for synchronous, online meetings or learning

Identifies and uses help menus, tutorials and support communities to acquire the necessary skills

Locates and follows information sources to stay informed of new technologies and social tools

Defines, selects and manages a digital asset management infrastructure that supports access to the digital content

Establishes standards and best practices to assure effective retrieval of digital content

Understands and applies appropriate metadata schemas (descriptive, administrative, technical, rights, etc.) and the standards for expressing and storing these data

Demonstrates knowledge of multimedia file formats and of tools and processes available for digital file format conversion

Demonstrates working knowledge of best practices for digitizing various media (text, image, audio, video)

Defines and implements policies related to digital holdings, including collection, digital preservation, rights management, emergency plans, etc.

Works collaboratively with enterprise systems, Web services, e-resource management and interface services personnel

Demonstrates working knowledge of XML, XSLT, XML Schema

Deploys XML-based APIs in integrating systems and services

Demonstrates working knowledge of Web-based publishing tools and coding (see also: Web Design & Development competencies)

Demonstrates working knowledge of Unix, relational database systems, METS and OAI

Performs system monitoring, testing and debugging

Pursues the integration of discovery interface systems with the ILS and other sources of bibliographic metadata

Evaluates and implements federated search tools for streamlined access to library resources

Understands the principles of usability and the protocols for user testing; develops and maintains a robust practice of user testing on all interfaces

Pursues the integration of library resources with course management systems

Experiments with new tools for the delivery of library resources and services to users regardless of location and preferred platform

Defines and implements policies for resource delivery, authentication and identity management

Prepares the budget for support of digital resource technologies and in alignment with the library's overall budget

Generates objective data for the evaluation of and ongoing redesign of user interfaces

Investigates, evaluates and keeps abreast of new developments in digital library systems and services (repository software, metadata management, harvesting protocols, hosted services, etc.)

Investigates and evaluates new developments in discovery interface systems in alignment with user behavior and expectations

Creates network connections among local area networks (LANs), mainframes and stand-alone computers, including legacy environments

Understands the architecture and scale of the enterprise system

Delivers hardware and software configurations for a variety of platforms and networks

Performs life-cycle management of firmware and applications, upgrading or replacing as warranted

Establishes and maintains an organization-wide e-mail system

Understands and manages the complexities of operating system upgrades on servers and workstations as appropriate

Manages multiple vendor relationships and licensing agreements

Ensures password protection and data security across the organization

Functions adeptly in basic programming and scripting languages

Understands and practices the principles of project management (see also: Technology Planning and Library Management > Project Management competencies)

Understands and practices software version management

Defines schedules and implements software upgrade processes

Understands enterprise systems in use in parent organization and integrates library systems and services where appropriate and efficient

Understands principles of identity management and integrates library's need for authentication and authorization with parent institution's identity management system

Understands and practices good code distribution by designing and implementing architectures that efficiently distribute processing across available computing resources

Defines and manages processes to track incidents from receipt to resolution

Understands in detail the functions of the computer hardware, internal components, peripherals and external storage drives

Performs advanced troubleshooting methodologies for computer hardware and peripherals

Installs and configures a variety of computer components

Understands hardware performance and the impact of individual components on performance

Pursues the most effective and efficient ways to obtain technical support

Isolates, identifies and articulates problems with hardware

Connects printers, adds printer drivers and configures properties

Connects scanners, adds scanner drivers and configures properties

Supports users' access to networked printers and scanners

Isolates, identifies and articulates problems with printers and scanners

Understands network terminology, protocols, addresses and ports

Identifies and configures the key components for set-up of the local area network (LAN)

Understands the infrastructure that supports the library's LAN and identifies site-specific network needs

Identifies the options for network administration of hardware and software

Understands core differences between workstation and server configurations

Understands the operations of client/server and peer-to-peer networks, and the advantages of each

Understands and applies the principles of user ID and account management schema and tools

Understands the relationship between a LAN (local area network) and a WAN (wide area network)

Assesses the library's overall Internet connectivity needs and works with appropriate agencies to ensure the long-term sustainability of high-speed connections that meet those needs

Understands IP authentication and related software for secure network access

Understands the basic concepts and terminology of telecommunications

Understands the infrastructure that supports the library's telephony and wide area networks

Identifies a library's site-specific telecommunication needs

Identifies the library's site-specific factors and their impact on wireless signal transmission

Identifies the set-up options and the necessary equipment

Installs and configures the wireless components

Applies effective security protocols for all wireless networks

Identifies equipment needs for individual computers

Applies strategies to isolate, identify and articulate problems with networks

Conducts effective technical support interviews

Locates and uses manuals and FAQs, and contacts appropriate sources for further technical support

Understands network security architecture and protocols

Understands hardware- and software-based security solutions

Establishes a password management system and maintains secure passwords

Identifies, addresses and communicates potential and real security and privacy threats related to computer and Internet use

Identifies and develops a plan for regular and automated security maintenance tasks

Consults appropriate sources to stay informed of emerging security threats and the most current strategies and tools

Demonstrates general knowledge of operating systems available for use, including open-source and mobile systems

Selects, installs and configures appropriate operating systems

Understands the terminology, specifications and functions of the operating systems in use

Devises and executes a plan for operating system maintenance and update tasks

Troubleshoots problems with the operating systems

Devises and sustains effective back-up strategies

Understands and executes the process of imaging PCs

Manages the process for upgrading systems, including determining applications compatibility and planning data migration

Articulates the value and purpose of a library automation system

Understands the interrelationships and workflows of the various modules of the library's automation system (OPAC, circulation, cataloging, etc.)

Uses standard or customized reports from the automation system for management of library operations

Establishes procedures to ensure current backups and regular updates to the automation system; schedules overnight procedures and processes

Ensures process for maintaining a log of system failures and problems

Performs regular evaluations of the systems and communicates with the vendor on failure, problems and services

Demonstrates familiarity with operating and database systems used by the ILS

Determines the needs for public access computers, wireless access and programs

Understands the nature of security threats to a public access system

Selects and installs appropriate computer, networking and peripheral hardware for public use

Installs and configures appropriate operating systems and software applications for public use

Selects, installs and configures appropriate public access computer security measures

Configures public networks to secure and isolate them from nonpublic computers and networks

Selects, installs and configures access, bandwidth and content restriction measures as directed by library policy

Identifies and implements options for reservation, time and print management systems

Applies ADA recommendations for physical and electronic equipment

Understands pros and cons of open-source vs. proprietary software and identifies solutions that best meet user needs within organizational resources

Develops and executes plans for maintenance and update tasks of public computer hardware, operating systems, security and applications

Tracks and maintains software licenses to ensure currency

Keeps current of advances in tools and applications of benefit to users and determines the implications of deploying them on the public computers

Establishes and publishes acceptable use policies for public access computers and wireless networks

Understands filtering issues in relation to E-Rate and LSTA funds; installs and configures filters as necessary

Understands the issues related to access to social networking sites and programs

Understands the terminology and protocols of e-mail systems

Identifies and configures the key components for set-up of the e-mail server

Applies appropriate and effective security protocols for e-mail transmission

Understands the terminology and protocols of Web servers

Identifies and configures the key components for set-up of the Web server (including static and dynamic content, authentication, log files)

Understands the terminology and protocols of file servers

Identifies and configures the key components for set-up of the file server (including storage, response time, access and security)

Understands the terminology and protocols of print servers

Identifies and configures the key components for set-up of the print server to host shared printers and process print requests over a network

Understands the terminology and protocols of database servers

Identifies and configures the key components for set-up of the database server

Identifies and configures other server types as needed (DNS, fax server, game server, proxy server, sound server, Web feed server)

Manages software applications for staff and other nonpublic computers

Provides administration for optimum performance of database programs

Demonstrates beginner-level proficiency with database applications

Demonstrates intermediate to advanced proficiency with database applications

Demonstrates appropriate level of proficiency with document management programs (SharePoint, for example)

Demonstrates beginner-level proficiency with electronic publishing applications

Demonstrates intermediate to advanced proficiency with electronic publishing applications

Demonstrates beginner-level proficiency with e-mail programs

Demonstrates intermediate proficiency with e-mail programs

Demonstrates advanced proficiency with e-mail programs

Demonstrates beginner-level proficiency with photo-editing programs

Demonstrates intermediate to advanced proficiency with photo-editing programs

Demonstrates beginner-level proficiency with presentation programs (Microsoft PowerPoint, for example)

Demonstrates intermediate to advanced proficiency with presentation programs

Demonstrates beginner-level proficiency with spreadsheet programs

Demonstrates intermediate proficiency with spreadsheet programs

Demonstrates advanced proficiency with spreadsheet programs

Demonstrates proficiency with Web-based office applications for online collaboration

Demonstrates beginner-level proficiency with Web site design programs

Demonstrates intermediate to advanced proficiency with Web site design programs

Demonstrates beginner-level proficiency with word processing programs

Demonstrates intermediate proficiency with word processing programs

Demonstrates advanced proficiency with word processing programs

Identifies key players to form a productive technology planning team and orients the team with pertinent and current information and training

Collects relevant data (inventories of hardware and software, licensing requirements, subscription fees, upgrade and replacement requirements) and defines the criteria for upgrading or purchasing new equipment

Evaluates opportunities and requirements for expanded or new technology-based services

Establishes clear priorities for technology plans that align with the library's ongoing operations and strategic plan and the needs of the library users

Establishes sources and contacts (both inside and outside the library sphere) to keep abreast of emerging technologies and how they impact library technology planning

Balances risk-taking with realism and alignment with library's priorities

Investigates and analyzes the needs of the community and environment to understand current and future needs and trends

Creates appropriate goals, objectives and activities that reflect analysis of community needs

Strives for compatible and stable systems and configurations for maximum reliability

Develops and applies evaluation measures that gauge the success of the plan

Anticipates and predicts changes, trends and influences to effectively allocate resources and implement appropriate library technology initiatives

Incorporates ergonomics into technology facilities planning (placement of computer components, table height, chair adjustments)

Prepares the budget for purchase recommendations based on the technology plan, factoring in total cost of ownership

Adheres to the library's established rules and procedures for purchasing, including procurement rules and bidding processes

Prepares a Request for Proposal (RFP) to support sound purchase decisions

Identifies and negotiates with technology vendors to obtain products and equipment that best meet the needs of the users

Leverages consortia and statewide procurement options

Maintains accurate records of transactions, specifications and standards

Understands the processes for and implications of applying for government funding programs (ERate, LSTA, Universal Service discounts)

Establishes network usage policies that balance convenience and usability with security concerns and wise stewardship of resources

Articulates and applies library policies on privacy, intellectual freedom and filtering as they relate to technology access and use

Seeks staff and stakeholder feedback during policies and procedures development

Explains the rationale underlying library technology policies and procedures and communicates effectively in nontechnical language

Continuously evaluates the needs for new or revised policies and procedures relative to changing technologies

Develops, reviews and maintains technology procedure manuals

Creates and regularly evaluates disaster preparedness and recovery plans for library technology

Articulates and demonstrates technical concepts and procedures to all levels of staff

Assesses technology trends that will affect the library and its users and advises all appropriate stakeholders in the organization

Aligns technology training with the library's overall objectives and efforts for staff and user training

Develops and delivers training events, following principles of learning theory and interactivity

Assists staff and public users in the use of software applications

Identifies resources available to users for instruction and training on software applications

Provides opportunities for staff to explore new technologies in the library environment

Understands the concept of a virtual branch and the importance of having a Web site for the library

Understands the basic criteria for designing and hosting Web sites

Designs the user interface according to principles of usability and accessibility

Demonstrates proficiency with content management and/or Web site management systems

Demonstrates proficiency with Web site design software (see also: Software Applications > Web Design Programs)

Understands and applies the basic elements of HTML code

Understands the function of CSS and style sheets

Investigates emerging technologies for their potential to enhance delivery of information and services through the Web site

Understands the architecture, protocols and terminology of the Internet

Uses appropriate scripting languages and applies standards for creating valid code to add functionality to the Web site

Evaluates and selects appropriate Web site management software

Writes code to ensure the usability and accessibility of the user interface

Understands and applies design parameters for Web site display on mobile devices

Understands and employs multimedia formats

Builds dynamic pages with database integration

Sets up and monitors tracking of site statistics

Understands the importance of having a Web presence beyond the library Web site

Investigates and develops the library's presence on social networking sites (Facebook, LinkedIn, Eventful, etc.)

Evaluates and implements widgets and other tools for extending online access to library content

Records, transfers and edits video or audio files

Understands format options for video or audio files

Stores and displays video or audio files

Uses a variety of ongoing methods to determine the interests of adults in the community (obtains demographic data, surveys users and non-users, follows current events, collects input from frontline staff, etc.)

Analyzes demographic and other data collected about the community and develops a wide variety of services to meet the needs and interests of target audiences

Identifies potential partner organizations within the institution or in the community that have compatible goals and objectives to serve adults, and develops cooperative services and programs to extend and enhance library service

Aligns all services and programs with library policies and procedures

Evaluates all services, using appropriate evaluation strategies (evaluation forms, customer satisfaction surveys, input from frontline staff and other stakeholders, etc.), and uses the results to improve future services

Identifies individuals and groups not adequately served (those with disabilities, homebound, institutionalized, remote, non-English speaking, immigrant, low literacy, etc.)

Determines the particular needs of each target audience and designs a variety of programs and services appropriate to them

Identifies individuals and groups not currently served by the library, determines needs, develops programs and services, and promotes them to the non-users with targeted marketing

Aligns all outreach efforts with the library's overall goals and objectives

Determines the best means to deliver library services to remote users (mail, bookmobile, online, multimedia) appropriate to library resources

Designs programs and builds collections and information resources to meet the special language and literacy needs of the community

Collaborates with other community groups to meet the literacy needs of target audiences

Understands and articulates the importance of engaging with users in non-traditional ways that extend beyond the physical library

Investigates and evaluates tools, and identifies those most applicable to the library's services and community needs (blogs, wikis, widgets/toolbars, social networks, other emerging online tools)

Determines objectives for enhancing library services and access, and acquires proficiency with selected tools to provide effective library services

Explores the potential of social networking to interact with users and meet their information needs

Assists users with setting up and using Web tools and participating in social networking communities

Understands the unique opportunities, norms and limitations of online engagement with users

Devises strategies to keep up with emerging tools and techniques, and connects with professional communities to seek and share best practices

Demonstrates ability to be creative, promote new ideas and identify a variety of tools and techniques to create interesting and engaging programs

Aligns programs with the library's goals and objectives and with the identified interests and needs of the community

Actively involves users in planning, implementing and evaluating programs

Promotes the library's programs to the community in coordination with marketing efforts

Develops programs to acknowledge and celebrate the cultural diversity of the community

Identifies program venues outside of the library

Coordinates with collection development efforts in support of programming

Evaluates programs, using appropriate evaluation strategies (evaluation forms, debrief with presenters, input from frontline staff, etc.), and uses results to improve future programming efforts

Understands and promotes the value of games and gaming as part of library programming for adults (educational and social value, cognitive stimulation, reaching underserved, etc.)

Investigates the options for gaming programs (through research, benchmarking with similar organizations, consulting with colleagues, focus groups, etc.), and makes informed choices about games appropriate to the library's mission and means

Determines objectives of adult gaming programs (e.g., bringing adults and teens together, improving computer literacy, etc.)

Determines budget required to implement gaming programs and seeks to integrate gaming into the library's budget

Coordinates with IT and other departments to address technology requirements for gaming

Identifies a variety of games, creates interesting and engaging game-based programs, and invents creative ways to promote them to the target audiences

Evaluates the outcomes of adult gaming programs and recommends improvements for future efforts

Analyzes demographic and other data collected about older adults in the community and develops a wide variety of services to meet the needs and interests of older adults and their families and caregivers

Understands the range of older adults (baby boomers to the elderly) and identifies their particular needs and interests, acknowledging the range of skills, knowledge, strengths and limitations they bring to the library

Partners with organizations within the institution or in the community that have compatible goals and objectives to serve older adults, and develops cooperative services and programs to extend and enhance older adult services

Identifies and maintains regular communication with agencies, institutions and organizations serving older adults in the community

Solicits and considers the opinions and requests of older adults when planning, implementing and evaluating programs and services

Ensures that older adult audiences are included in the target audiences for the library's outreach efforts

Identifies older adults who are unable to visit the library, determines their special needs for library resources, and determines the best means to deliver library services to them

Understands and addresses specialized concerns of some older adult users (disliking change, loss of personal freedoms or controls, slow adopters of new technologies, etc.)

Acknowledges the knowledge and experience of older adults and provides opportunities for them to volunteer with the library

Actively involves older adults in planning, implementing and evaluating programs

Promotes the library's programs to the older adult community in coordination with marketing efforts

Understands the potential of games to address particular needs of older adults (cognitive stimulation, social involvement, etc.) and identifies a variety of games and gaming programs to meet those needs

Demonstrates a broad knowledge of the library's collection and of a wide range of materials of interest to library readers

Demonstrates the ability to read widely, formulate connections between resources, and converse with users about the resources

Understands the theory of appeal, listens carefully to information elicited from the user and bases recommendations on an interpretation of what appeals to the user

Identifies and recommends a selection of materials that align with what appeals to the user

Creates booklists, read-alikes, read-arounds, book-talks, displays, electronic documents and other special tools to increase access to library resources and promote their use

Uses Web tools (blogs, wikis, social networks) to encourage participation and contributions from readers

Seeks feedback from readers on recommended materials and adjusts future recommendations accordingly

Identifies and uses a variety of online and print readers' advisory resources to identify materials

Maintains an ongoing knowledge of major new authors, fiction genres, nonfiction subjects and current releases

Keeps current with popular culture through a variety of channels

Connects with professional communities to seek and share best practices for readers' advisory

Demonstrates knowledge of the reference collection, encompassing print and electronic, and in-house as well as applicable external resources

Provides a variety of readily accessible reference resources that meet identified community needs

Prepares bibliographies, subject collections and other user guides to resources in a variety of formats, and creates tutorials to help users navigate information sources

Compiles and maintains information about community resources appropriate to users' needs

Performs ongoing evaluation of the currency and usefulness of the reference collection and makes recommendations for acquisition or deselection

Practices effective reference interviewing skills (soliciting additional input, gauging unstated needs, etc.) to best fulfill a user's actual needs

Addresses the information-seeking behaviors and needs of users without bias across the spectrum of age, race, gender, ethnicity, ability or economic status

Demonstrates strong interpersonal communication skills, including welcoming manner, active listening and nonjudgmental response

Acknowledges users' knowledge and involves users as partners in seeking information and choosing resources

Answers questions knowledgeably, providing information of an appropriate scope and reading level

Evaluates the success of the reference service through feedback from staff, users and other stakeholders

Identifies opportunities for instruction and empowers users to improve their own informationseeking ability

Identifies the best kind of resource (print, database, Web) to use to offer assistance

Understands and performs effective search queries, using multiple resources and search strategies

Continues the reference interview process with users to refine the search or topic as appropriate

Synthesizes information from a variety of resources and evaluates results for quality and accuracy

Customizes the answer to meet the user's specific needs and characteristics and ensures that the user understands the results

Recognizes the limits of library resources and refers users or questions to other libraries, individuals or agencies as appropriate

Understands the advantages and limitations of federated search

Analyzes demographic and other data collected about the community and develops a wide variety of services to meet the needs and interests of children and their families and caregivers

Ensures that policies and procedures for children's services are aligned with federal, state and local law and with the library's policies and procedures

Provides services and spaces appropriate to the developmental needs of children

Solicits and considers the opinions and requests of children when planning, implementing and evaluating programs and services

Partners with organizations within the institution or in the community that have compatible goals and objectives to serve children, and develops cooperative services and programs to extend and enhance children's and family programs

Identifies and maintains regular communication with agencies, institutions and organizations serving children in the community

Designs, implements and evaluates ongoing public relations directed toward children and their caregivers, with recognition of the diversity of the community

Models and promotes a welcoming, supportive and nonjudgmental attitude toward children and their families and caregivers

Promotes awareness of children's services to other staff members and contributes to their orientation and training in relation to the delivery of those services

Promotes awareness of children's services within the library governance structure and lobbies for inclusion in the library's plans and budget processes

Ensures that the needs of children are considered in overall library planning, including the application of ADA regulations and the appropriate access to resources and services

Identifies children (individuals and groups) underserved or not yet served (those with disabilities, home-schooled, institutionalized, remote, non-English speaking, low literacy, etc.)

Determines the particular needs of each target audience, designs a variety of programs and services to match their needs, and promotes them with targeted marketing

Establishes an environment in which children receive courteous service and are encouraged to use the library and participate in library programs

Understands the importance of informing and coordinating with a variety of community members who work with children (parents, educators, daycare providers, etc.)

Builds and updates knowledge of available resources that may serve the needs of children, families and caregivers

Identifies the need to educate adults who care for children and offers a variety of resources to help them provide improved care and guidance

Understands and articulates the importance of introducing children to age-appropriate online tools and environments

Investigates Web tools and social networking communities oriented toward children, and evaluates them for their potential to enhance learning and meet information needs of children

Understands the unique opportunities, norms and limitations of online engagement for children, and establishes guidelines for the use of social networking tools appropriate to the library setting and to the age groups

Assists children in accessing online children's programs, using Web tools and participating in social networking communities

Applies knowledge of the community and solicited input from children, families and caregivers to build a children's collection that is diverse, current and relevant

Demonstrates comprehensive knowledge of the library's children's and other relevant collections (subject ranges, age, size, level, strengths and shortcomings) and applies the knowledge to the decision-making process

Demonstrates broad knowledge and appreciation of children's literature, including authors and publishers

Establishes criteria for evaluation (content, educational value, entertainment value, literacy value, age-appropriateness, etc.) of children's materials in all genres and formats

Evaluates, recommends and applies collection policies for children's materials consistent with the library's general collection development policies, including policies to handle challenges to materials

Ensures that community information resources address the needs of children and their families and caregivers

Displays and markets materials to be attractive and enjoyable to children, as well as convenient to use

Ensures that the collection reflects the diversity of the community, and helps to familiarize children and their families with other perspectives (ethnic, racial, gender, socio-economic, sexual preference, etc.)

Pursues a variety of information sources, including popular media, to keep current on topics relevant to children and families and to identify key changes in their needs and tastes

Connects with children, families and others who work with children to stay informed about new materials, resources and technologies

Maintains the quality and relevance of the collection through ongoing evaluation of the currency and physical condition, and recommends materials for acquisition or deselection

Understands and practices effective reference interviewing skills particular to soliciting actual and unstated needs and protecting the confidentiality of children

Addresses the information-seeking behaviors and needs of children without bias across the spectrum of age, race, gender, ethnicity, ability or economic status; responds to questions regardless of their nature

Identifies opportunities for instruction and empowers children to improve their own information-seeking ability

Establishes effective measures to manage Internet and other electronic resources that provide children with appropriate access

Creates booklists, read-alikes, read-arounds, book-talks, displays, electronic documents and other special tools to appeal to children

Identifies and uses a variety of online and print children's readers' advisory resources to identify materials

Maintains an ongoing knowledge of major new authors, fiction genres, nonfiction subjects and current releases, including media and genres of particular interest to children (magazines, manga, AV, etc.)

Seeks input from children, families and caregivers to inform future recommendations

Collaborates with families, schools and other community groups to promote reading and literacy to children

Understands the theories of reading development for children (including early and emergent literacy) and the reading curriculum used by community schools

Uses a variety of methods to determine the interests and needs of children, families, caregivers and others who work with children in the community (obtains demographic data, surveys users and non-users; follows news and entertainment sources; collects input from frontline staff and community organizations that work with children, etc.)

Designs a wide variety of programs appropriate to the identified interests and developmental needs of children, recognizing the breadth of needs from very early childhood to tweens

Demonstrates creativity, openness to new ideas, knowledge of a variety of tools and techniques, and a sense of humor

Identifies program venues outside of the library that appeal to children

Evaluates all programs, soliciting feedback from children and families, and uses those results to improve future programs for children

Understands and promotes the value of games for children (educational, cognitive stimulation, social value, reaching underserved, etc.)

Investigates the options for gaming programs (through research, benchmarking with similar organizations, consulting with parents and caregivers, etc.) and makes informed choices about age-appropriate games for children

Identifies a variety of games appropriate for children (board games, video games, group games, etc.), creates interesting and engaging game-based programs, and invents creative ways to promote them to the target audiences

Develops gaming programs to accomplish specified objectives (e.g., bringing families to the library, bridging cultural gaps, etc.)

Evaluates the outcomes of children's gaming programs, involves families and caregivers in the evaluation process, and recommends improvements for future efforts

Analyzes demographic and other data collected about the community and develops a wide variety of services to meet the needs and interests of young adults

Ensures that policies and procedures for young adult services are aligned with federal, state and local law and with the library's policies and procedures

Provides services and spaces appropriate to the developmental needs of young adults

Involves young adults in planning, implementing and evaluating programs and services

Partners with organizations within the institution or in the community that have compatible goals and objectives to serve young adults, and develops cooperative services and programs to extend and enhance young adult programs

Designs, implements and evaluates (with teen involvement) ongoing public relations directed toward and recognizing the diversity of young adults

Models and promotes a welcoming, supportive and nonjudgmental attitude toward young adults

Promotes awareness of young adult services to other staff members and contributes to their orientation and training in relation to the delivery of young adult services

Promotes awareness of young adult services within the library governance structure and lobbies for inclusion in the library's plans and budget processes

Ensures that the needs of young adults are considered in overall library planning, including the application of ADA regulations and the full access to resources and services

Identifies young adult individuals and groups underserved or not yet served (those with disabilities, home-schooled, institutionalized, remote, non-English speaking, low literacy, etc.)

Determines the particular needs of each target audience, designs a variety of programs and services appropriate to them, and promotes them with targeted marketing

Establishes an environment in which young adults receive courteous service and are encouraged to use the library and participate in library programs

Understands and articulates the particular importance of engaging with young adults in nontraditional ways that extend beyond the physical library

Involves young adults in the investigation and evaluation of tools to identify those most applicable to the library's young adult services (blogs, wikis, widgets/toolbars, social networks, other emerging online tools)

Explores the potential of social networking to connect and interact with young adults and meet their information needs

Understands the unique opportunities, norms and limitations of online engagement with young adults, and establishes guidelines for the use of social networking tools appropriate to the library setting

Assists young adults with setting up and using Web tools and participating in social networking communities

Applies knowledge of the community and solicited input from teens to build a young adult collection that is diverse, current and relevant

Demonstrates comprehensive knowledge of the library's young adult and other relevant collections (subject ranges, age, size, level, strengths and shortcomings) and applies the knowledge to the decision-making process

Demonstrates broad knowledge and appreciation of authors, literature and publishers of young adult literature

Establishes criteria for evaluation (content, educational value, entertainment value, literacy value, age-appropriateness, etc.) of young adult materials in all genres and formats

Ensures that community information resources address the needs of young adults and their families

Displays and markets materials to be attractive and enjoyable to young adults, as well as convenient to use

Ensures that the collection reflects the diversity of the community, and helps to familiarize young adults with other perspectives (ethnic, racial, gender, socio-economic, sexual preference, etc.)

Pursues a variety of information sources, including popular media, to keep current on topics relevant to young adults and to identify key changes in their needs and tastes

Connects with teens and others who work with teens to stay informed about new materials, resources and technologies

Maintains the quality and relevance of the collection through ongoing evaluation of the currency and physical condition, and recommends materials for acquisition or deselection

Understands and practices effective reference interviewing skills particular to soliciting actual and unstated needs and protecting the confidentiality of young adults

Addresses the information-seeking behaviors and needs of young adults without bias across the spectrum of age, race, gender, ethnicity, ability or economic status; responds to questions regardless of their nature

Identifies opportunities for instruction and empowers young adults to improve their own information-seeking ability

Establishes effective measures to manage Internet and other electronic resources that provide young adults with equal access

Creates booklists, read-alikes, read-arounds, book-talks, displays, electronic documents and other special tools to appeal to young adults

Identifies and uses a variety of online and print young adult readers' advisory resources to identify materials

Maintains an ongoing knowledge of major new authors, fiction genres, nonfiction subjects and current releases, including media and genres of particular interest to young adults (magazines, manga, AV, etc.)

Seeks input from young adults to inform future recommendations

Collaborates with families, schools and other community groups to promote reading and literacy to young adults

Understands the theories of reading development for young adults and the reading curriculum used by community schools

Uses a variety of methods to determine the interests and developmental needs of young adults in the community (obtains demographic data, surveys users and non-users, follows news and entertainment sources, collects input from frontline staff and community organizations that work with young adults, etc.)

Involves teens in planning, implementing and evaluating programs

Designs a wide variety of programs appropriate to the identified interests and developmental needs of young adults

Demonstrates creativity, openness to new ideas, knowledge of a variety of tools and techniques, and a sense of humor

Identifies program venues outside of the library that have young adult appeal

Evaluates all programs and uses those results to improve future programs for young adults

Understands and promotes the value of games and gaming for young adults (educational, cognitive stimulation, social value, reaching underserved, etc.)

Investigates the options for gaming programs (through research, benchmarking with similar organizations, consulting with teens, etc.), and makes informed choices about games appropriate to the young adult audiences

Identifies a variety of games of particular interest to young adults, creates interesting and engaging game-based programs, and invents creative ways to promote them to the target audiences

Develops gaming programs to accomplish specified objectives (e.g., increasing teen use of the library, bridging cultural gaps, etc.)

Evaluates the outcomes of young adult gaming programs, involves teens in the evaluation process, and recommends improvements for future efforts

Evaluates and selects software applications appropriate for staff and other users

Installs and configures software applications

Isolates, identifies and articulates problems with software applications

Understands and manages licensing for all software applications

Understands the open-source options for software in libraries

Monitors and implements procedures to improve performance

Implements measures to secure, back-up, restore and repair database information

Implements methods for sharing database information

Designs a database to meet specified needs and identifies the data relationships

Creates a basic database and accesses different views of the data

Creates and modifies tables, relational tables and forms

Runs basic queries and reports on data

Applies advanced processes for retrieving and validating data

Applies advanced manipulations of tables and forms

Applies advanced methods for queries and reports on data

Understands the file and workspace structure of the document management system

Adds new files, retrieves existing files, checks files in/out and edits files

Understands and uses collaboration and information-sharing features

Creates or opens files, chooses layouts and saves files

Inserts and manipulates text blocks and tables

Inserts and manipulates graphical shapes, images and clip art

Understands and applies the printing options

Works with page masters and advanced layout configurations

Applies advanced techniques to text blocks, tables, paths and graphics

Creates customized publications, including books with table of contents and index

Optimizes publications for a variety of output options, including the Web and commercial printing

Receives, opens, forwards as needed or deletes e-mail messages

Composes or replies to, addresses and sends e-mail messages

Sends, receives and saves attachments

Manages addresses/contacts

Creates folders and files messages for retrieval as needed

Identifies and uses Web-based e-mail programs as well as desktop e-mail applications

Performs calendar operations to manage meetings and appointments

Configures rules, alerts and junk mail settings

Uses tasks, notes and journal features

Performs basic page set-up and print operations

Manages e-mail archiving and data security

Uses remote access, instant messaging, fax and voice-mail features

Uses advanced features to manage contacts

Uses advanced calendar features to manage meetings and group schedules

Performs advanced printing operations

Opens, saves and prints images

Resizes, crops, uses basic selection tools, and performs basic color and contrast adjustments

Reverses changes made to an image

Uses the array of tools in the toolbox and image adjustment options

Uses a variety of detailed selection options

Uses layers, creates montages and applies special effects

Optimizes image for a variety of output options

Creates, opens, runs and saves a basic presentation slide set

Applies slide designs, layouts and basic formatting

Inserts images, clip art and charts and modifies as needed

Understands and applies the printing options

Creates and applies custom themes or templates and manages slide masters

Applies slide transitions, custom animations and action buttons

Applies advanced manipulation of images, clip art and charts

Inserts hyperlinks, sound clips and video clips; records narration

Optimizes presentations for a variety of output options, including the Web or automated kiosk display

Understands the basic structure of workbooks, worksheets, rows and columns

Enters, saves, edits, finds and replaces, and filters data and text

Inserts rows, columns and worksheets

Copies and moves cells and worksheets

Applies basic formatting to cells

Applies a variety of formatting options (number, date, etc.)

Manages page settings, previews and print areas

Inserts hyperlinks, objects and images

Uses formulas and functions; finds maximum and minimum values

Creates basic charts to display worksheet data

Applies advanced formulas and functions

Performs advanced data analysis (pivot tables, pivot charts, goal seek, scenarios)

Applies advanced number and condition formatting

Applies advanced data management (sorts, filters and consolidates; applies mathematical, text and database functions)

Creates, edits and runs macros

Imports and exports data

Applies validation, protection and collaboration options

Understands the advantages of using Web-based applications for collaboration

Identifies and selects appropriate online application tools (Google Apps, Zoho Apps, SlideShare, etc.)

Identifies and uses help menus, tutorials and support communities to acquire the necessary skills

Creates site, adds pages, imports, edits and organizes content

Inserts and manipulates links, images, graphics and tables

Understands and applies Cascading Style Sheets (CSS)

Adds interactive features and flash objects

Performs advanced site testing, management and maintenance

Creates, opens and saves files

Selects, cuts, copies, pastes or deletes text

Performs operations to structure, format, spell-check and print documents

Inserts header, footer and page numbers

Inserts and formats columns and tables

Creates and applies styles

Inserts and manipulates images, charts and graphs

Formats and prints envelopes and labels

Creates and uses master documents

Creates and formats footnotes, endnotes and a table of contents

Uses advanced features for formatting pages and tables

Creates and uses macros, forms, frames and controls

Understands and uses document security and collaboration features