ASSOCIATES (vol. 4, no. 2, November 1997) - associates.ucr.edu
*SPECIAL CLIENTS = SPECIAL LIBRARIES* by Linda J. Owen Library Assistant Cataloging lowen@pop.ucr.edu and Cynthia Rollerson Library Assistant Head of Processing Rivera Library University of California at Riverside 1. INTRODUCTION Special libraries and collections exist to serve the specific needs of their clients. The libraries are as varied as those needs. However, the libraries do have common elements in the service they provide, their focused collections, and their knowledgeable staff who are able to adapt to the changing needs of their client base. In this paper we will look at a sampling of special libraries and their clients, examine the types of services the libraries provide, and learn how they cope with some of the challenges they face. 2 DEFINITION The phrase "special libraries" is a misnomer according to Michael Gorman, Dean of Libraries at Fresno State University in California, because all libraries are special and have commonalities in their functions. This statement does not "dispute that some libraries have special concerns - be they of their clientele, their collections, or their purpose" (Gorman in Special Libraries, 1984, p. 10). A standard definition of a special library would be one that exists to serve the limited needs of a specific entity - a business, industry, government agency, nonprofit group or professional organization. Also, included are subject-oriented units of a public or academic library. The collections of special libraries are smaller and more focused in comparison to a public or academic library (Mount, 1983, p. 6). Special libraries also have the tools and people necessary to make their information available to the client because it is not enough to just collect and house the information it must be accessible. "A special library is, in short, a particularized information service which correlates, interprets, and utilizes the material at hand for the constant use and benefit of the organization it serves" (Lefebvre, 1996, p. 286). 3 HISTORY It could be argued that special libraries have existed since early times, as the very first libraries often evolved around the specific needs of one scholar. However, the origin of the modern special library in the United States is placed in the mid- to late nineteenth century. The earliest special libraries were the New York Chamber of Commerce Library founded prior to the 1850's and the library of the Silk Association of America which was established in 1872. By 1889 there were a dozen special libraries and by the early 1900s there were enough to coalesce into associations, the first being the Medical Library Association in 1898 and the American Association of Law Libraries in 1906 (Mount, 1983. p. 6). These early special libraries were created to serve businesses and organizations whose research requirements were not being met by existing public and academic libraries. These libraries with their limited, yet focused collections could meet the needs of their special clients. Today there are more than 12,000 special libraries in the United States (Lynch in Eberhart, 1995, p. 2). 4 A SAMPLING OF SPECIAL LIBRARIES The facilities that house special libraries vary. The space may be in a building as ornate as that of the Supreme Court of the United States or as unimposing as an outbuilding at the San Diego Zoo. The size and focus of the collections and the number of staff members also vary considerably. All are influenced by the client base served by the library. A brief review of a sampling of special libraries in the United States will underline their differences and introduce their special clients. The libraries are those of the National Air and Space Museum of the Smithsonian Institution, the Supreme Court of the United States, the American Association of Retired Persons, ACT (American College Testing), the Transportation program at Northwestern University, the United States Naval Command, Control and Ocean Surveillance Center, Research, Development, Test and Evaluation Division (NRaD), the San Diego Zoological Park, the Sacramento County Court (California), and the Washington State University Cooperative Extension Energy Program. 4:1 Washington, D.C. Three libraries to be visited are located in Washington, D.C. As the seat of the federal government, Washington, D.C. is home to numerous national, private and foreign agencies, all with their own special libraries Within the metropolitan area there are 965 libraries (District of Columbia Library Association, 1996). This number includes all public library branches and all Embassy libraries. The Research Information Center of the American Association of Retired Persons (AARP) is housed in the association's headquarters building located in an area known as the Judicial Triangle. Law offices and courts surround it. Nearby is the memorial to fallen peace officers. AARP is a member-supported nonprofit association. The focus of the Research and Information Center's collection is gerontology and its related fields. Pamphlets, journals, and legal documents make up a large part of the collection because that is often where the most current information can be located. The Research Information Center supports the research needs of the association and information needs of its members. There are 22 staff members in the Research Information Center. Eight are librarians and five are library technicians. The remaining nine are administrative or database specialists (D. Welsh, personal correspondence,August 6, 1997). The Supreme Court of the United States also lies within the Judicial Triangle. The Court's library is as richly appointed as the building itself, with hand carved oak paneling. It occupies the third floor of the Court with a separate reading room for the Justices on the second floor. A step outside of the library doors is a five-story elliptical staircase and down the hall is the exercise room for the staff and justices. Meeting the research needs of the Justices of the Supreme Court is the primary function of this library, though other legal professionals may use the materials, which number 450,000 volumes (The Supreme Court of the United States). The staff is composed of eight paraprofessionals and ten librarians (K. Tolbert, personal correspondence, August 8, 1997). Across the wide grassy mall, which extends between the Capitol building and the Washington Memorial, are the galleries and museums of the Smithsonian Institution with their eighteen branch libraries, one of which is that of the National Air and Space Museum. The library shares space with the museum's archival department. The National Air and Space Museum Branch Library houses more than 29,000 books, 11,000 bound serials, and a microform collection. The scope of the collection covers aeronautics and astronautics, the history of aviation and space flight, astronomy, and earth and planetary sciences (National Air & Space Museum Branch Guide, 1996). A special collection section houses first editions about the history of aviation and some works by early science fiction authors. The library supports the curators who develop the museum's exhibits and a small number of outside researchers. There are five permanent positions in the library -- one librarian and four paraprofessionals. The library staff is supplemented by the researchers and technicians of the museum archives and by volunteers (P. Edwards, interview, February 18, 1997). 4:2 Midwest In the Midwest are found the Transportation Library at Northwestern University and the library of the American College Testing, Inc (ACT). Northwestern University is located in Evanston, Illinois, north of Chicago on the banks of Lake Michigan. The Transportation Library is a special collection within the University Library. The collection of 218,000 volumes, 119,000 microforms and 1,900 serials is the largest transportation collection in the United States. The collection also contains law enforcement materials and environmental impact statements. There is a permanent staff of five librarians and three paraprofessionals (Transportation Library at Northwestern University.) The ACT Library is located in the "bread basket" of America in Iowa City, Iowa. Known primarily for its first testing instrument from which it derives its name, American College Testing (ACT) is an independent nonprofit organization "specializing in measurement and research primarily in support of individuals making educational and career transitions" (Working at ACT, 1996). ACTS develops a broad range of programs and services in the areas of college admissions and advising, career and education planning, student aid, continuing education, and professional certification and licensure (About ACT, 1997). The more than one thousand people working at the Iowa City complex and at its ten field offices throughout the country are the primary clients of the library. Though the library shares space with other ACT departments, the campus is truly people-oriented with a balance of open parks and intimate plazas. A staff of two paraprofessionals and one librarian manages the collection of 25,000 books and 600 journals (ACT Library). 4:3 The West The West Coast is the site of the last four special libraries. Two are in San Diego, California. The Ernst Schwarz Library of the San Diego Zoological Park is located in an unimposing building on the zoo's perimeter, where it shares space with the Food Services Department. There are also peripheral sites serving specific needs. The library contains 25,000 titles including 600 periodicals. It also houses historical artifacts and photographs of early animal collecting expeditions. The primary clients of the library are the staff of the zoo, the San Diego Wild Animal Park and the Center for the Reproduction of Endangered Species (CRES). The staff includes one librarian and two part time paraprofessionals (Life in the zoo's book jungle, 1996. L. Coats, interview, May 14, 1997). Across San Diego Bay, Point Loma juts out into the Pacific Ocean. It is the site of the library of the U. S. Naval Command, Control and Ocean Surveillance Center (NCCOSC) and its Research, Development, Test and Evaluation Division (NRaD). The library has its own building within the secured Navy base. The collection includes 50,000 monographs, 70,000 technical reports and manuals, 814 current periodical subscriptions and numerous materials in other formats. The staff of five librarians, seven library technicians and one student aide provide reference support to the engineers and researchers involved in developing undersea research, survey, work, and reconnaissance systems (About NRaD, 1997. K. Wright, interview, May 14, 1997). In Northern California, the Sacramento County Law Library is located in the state capital of Sacramento. The staff of six librarians and eight paraprofessionals serves the county court judges, local attorneys and approved government staff and legal paraprofessionals. The collection contains 66,000 volumes of county national and state legal codes and statutes augmented by CD-ROMS, videos and online resources (W. Owen, personal correspondence, June 12, 1997). Further north in the Washington State city of Olympia is found the Washington State University Cooperative Extension Energy Program Library. The library originated as a part of the Washington State Energy Office. When the office was closed, the library was reincarnated under the university's extension program. The library shares the space in a four-story office building housing a variety of state agencies. The focus of the collection is "anything" related to energy. Some specific examples are renewable and alternative energy resources, residential, commercial, and industrial energy efficiency and conservation, energy efficient building technology and energy policy. There are three staff members -- one paraprofessional and two librarians (Energy Program Library, 1997., M. Parsons, personal correspondence, August 7, 1997). These libraries are typical of the many special libraries across the United States. We will visit them again as we discuss the services special libraries provide, and some of the challenges they face. 5 SERVICE TO THE CLIENT During earlier times a scholar could be expected to know about all of the important sources of information in his area of interest. That began to change during the eighteenth and nineteenth centuries and by the mid-twentieth century, the growth of information became explosive. In the mid-1950s more than 60 million pages of technical literature were being printed every year (Vagtborg, 1955). Added to that are the new electronic sources of information proliferating today, information that may not be as reliable in its provenance as printed material. Today, the researcher or scholar needs assistance in navigating through the morass of available information. To provide this assistance, special libraries serve their clients in three ways. They preserve and maintain the archives of the sponsoring agency, support current research needs, and anticipate and prepare for the future. 6 ARCHIVAL RESPONSIBILITIES The archival aspect of special library service is fundamental. Often the library is the only place where a complete history of an organization can be found. This history may also be important to those outside the organization; because of the narrow focus of a special library's collection it may contain the only primary documentation or artifacts for important discoveries or events. Where the library is not the only source of a particular piece of information, it may still be the only place where a concentration of the information exists. For instance, the Transportation Library holds 80% of the Environmental Impact Statements prepared under the National Environmental Policy Act of 1969, and the AARP Research Information Center is the primary resource on all aspects of aging. Maintaining the historical integrity of the collection requires knowledge of the sponsor's accomplishments and the people involved as well as knowledge of the techniques necessary to ensure the collection's preservation. It also requires educating the sponsor as to what materials should be sent to the library to be added to the collection. 7 MEETING THE CLIENT'S CURRENT NEEDS The immediate needs of the client drive the collection development policy of a special library. In today's competitive environment "the ability to learn faster than the competition may be a company's only sustainable competitive advantage" (DiMattia, 1992). Very few of the sponsoring agencies are static organisms. Corporations search for new products and ways to be more productive, museums develop exhibits or begin new collections, legal libraries strive to remain current with changes in the law, and so forth. 7:1 San Diego Zoo The Ernst Schwartz Library of the San Diego Zoological Park provides an example of how a library's collection focus is constantly changing to reflect what is going on in the sponsoring agency, in this case the San Diego Zoo, Wild Animal Park and Center for Reproduction of Endangered Species (CRES). Early in the zoo's history, while the zoo trapped and collected animals for its exhibits, the library collected books about the expeditions and animal behavior in the wild. Today the emphasis is on breeding and conservation. As the Zoo and Wild Animal Park continually develop new and more natural animal habitats, while expanding and updating the old, the library develops, updates and expands its collection. For instance, in preparation for the recent addition of the Giant Pandas Bai Yun and Shi Shi, the library acquired all it could on the animal's chief dietary ingredient -- bamboo. Prior to that the focus was on the Polar Bear Plunge which necessitated the acquisition of materials on the Arctic environment. Now the library is assisting in the effort to find ways to stimulate the bears and decrease the time they spend pacing in their enclosure. As the library makes changes to the collection, it also keeps its older works because of their historical importance and because many early studies of animal behavior have never been repeated (L. Coats, interview, May 14, 1997). 7:2 Client Base The make-up of the client base also affects the service provided by a special library. AARP is a member-sponsored organization that supports research on and lobbies for the interests of its constituency. Though the primary clients are the staff of the association, the Research Information Center fields numerous questions each day from members on topics about aging, services for retired persons, health, housing and more. Since many of the questions from members are repeated, the staff has developed comprehensive bibliographies and information sheets on commonly requested topics (D. Welsh, interview, February 19, 1997). 7:4 Non-Book Materials Collection development for the special library includes not just books and periodicals. It also includes electronic resources both in-house and via the Internet. The Sacramento County Law Library provides access to QuickCourt, a self-contained video menu with "a talking head" to walk the user through the information needed to complete legal forms and print out a completed document (W. Owen, personal correspondence, June, 12, 1997). CD-ROM products have also been added to most collections. They are useful because of their compact size and lower cost compared to print versions of the same information. Law libraries have found CD-ROMs particularly useful. The standard collection of statutes takes up huge amounts of shelf space while the same collection on CD-ROM can be held in one hand. The CD-ROM version is also often quicker to use due to cross-referenced indexing (Churchill, 1996). Many organizations are finding their library to be the ideal creator of their World Wide Web window to the public. The library staff is familiar with the organization's history, understands how information is organized and can provide a balanced view of the organization. The library is a repository of the resources needed to develop the web page and its content. The web pages of the San Diego Zoo, AARP, the Washington State Energy Library and NRaD were all entirely created or greatly contributed to by library staff. The libraries also develop Internet guides for their clients. The AARP Research Information Center staff produced a publication entitled "The AARP Guide to Internet Resources Related to Aging" (D. Welsh, personal correspondence, August 7, 1997). 8 PLANNING FOR THE FUTURE A successful special library continually plans for the future by evaluating current services and needs, and setting goals for the future. To plan for the future needs of the client, those who work in special libraries must know what current programs entail and where they fit into the industry as a whole. It has been suggested that, more and more, the special librarians (and by extension the library staff) are viewed as members of the sponsoring organization's research team, and builders of pathways to remote information resources (Information revolution, 1996, p. 76). The mission statement of the NRaD Library states that in order for the library to successfully perform its mission it must "coordinate the Library's objectives with the Center's technical program to insure the Library is a full participant in the R&D process" (Wright, 1996). Adapting to new technology drives many libraries' plans for the future. The transient nature of some electronic resources requires special care in their management, as universal access to the Internet's World Wide Web may beguile the unwary user who is unaware of its lack of organization and reliability. Bill Gates, head of Microsoft, said in a speech to the Special Library Association in 1997, "We don't want to turn everyone into a searcher, because the expertise is in the library to evaluate information and put up links" (DiMattia & St. Lifer, 1997, p. 40-41). The staffs of special libraries are kept busy building resource networks, search engines, and web pages that make the Internet more useable to the client. The NRaD Library offers classes in bibliographic database management. Prior to the classes the databases which were being developed by contractors and employees for local needs were being created with no knowledge of the basics of how collections are organized, the databases structured, or how data is entered (Wright, 1992). The NRaD Library goals for the future revolve around the challenges of adapting to change. The goals include improving access to resources; acquiring better automated systems; changing the types of assistance offered to users; preparing to serve new populations; reallocating resources; and accelerating the focus from a hard copy collection to a distributed virtual library (Wright, 1996). 8:1 Staff Education Special libraries are able to meet the needs of their clients and plan for the future because their staff is equal to the task. Often the librarians and paraprofessionals have degrees and/or experience in the field of the client. This background is important because "the function of a special library is to secure, assemble, and present information published or unpublished, in a specific field" (Lefebvre, 1996, p. 288). The librarians at ACT have degrees in Education (Staff profiles: ACT Library, 1996). Linda Coats, the librarian at the San Diego Zoo, holds a B. S. in Zoology, as do both paraprofessionals, one of whom also works part time as a CRES researcher. Coats notes that a reference search in her library requires knowledge of not only the jargon of the field, but knowledge of the way the field is organized, since there is often a geographical component to it (L. Coats, interview, 1997). Kathy Wright at the NRaD Library has a degree in chemistry and six years experience as a chemist. All of the paraprofessionals at the NRaD Library have two-year technician degrees. Some had the degrees when they were hired and the rest were encouraged to earn theirs (K. Wright, interview, May 14, 1997). Many of the paraprofessional staff in special libraries have undergraduate degrees. Additionally, law libraries may require their paraprofessionals to also be paralegals. In general, the staff in special libraries are encouraged to participate in continuing education and professional growth activities. 9 CHALLENGES 9:1 Access As a rule, special libraries limit collection access to their specific client pool. This restricted access may be due to both the natures of the facility and the collection. A government or private research facility may be totally inaccessible because its work and much of the library's collection is classified. This is true of the NRaD library where visitors must stay with their escort and the collection is not available through the organization's home page. In other libraries circulation limits may be set to ensure the collection is available to the primary client. The WSU Energy Program Library is open to the public, but loans directly to WSU staff and state employees only. All others are required to go through the interlibrary loan process (M. Parsons, personal correspondence, August 7, 1997). At the Supreme Court Library the restricted circulation policy is for the self-preservation of the staff. If a Justice requires a book that has been lent out, he who lent the book fetches it back -- day or night (K. Tolbert, interview, February 19, 1997). In still others, physical access is discouraged due to the compact space of the library. The Sacramento County Law Library is located in the basement of the county courthouse. The space, according to standards, is five times smaller than it should be. (W. Owen, personal correspondence, June 12, 1997). 9:2 Budgets When economic setbacks impact a library's sponsoring agency, the library is included in cost-cutting campaigns. Staff is reduced, budgets slashed and services modified or curtailed. Those libraries hit hardest were often in agencies where there is no clear understanding of why the library existed. Where the library is seen as simply a repository of books and artifacts or as a document delivery service it is easy to downsize it right out of existence. Many of our sample libraries reported changes in staffing and service due to budget cuts. Most have lost personnel either to layoffs or through attrition. Though sometimes the decrease is of only one or two positions, when the total original staff numbers only five people, the percentage of loss is high. If the budget cuts are throughout an organization, the library may find itself taking on additional responsibilities. At the National Air & Space Museum, government budget deficits led to a temporary shutdown of a telephone information service for easy reference questions. This service which originated in the library, had previously been switched to a separate department. After the budget cut it reverted to the library, thus increasing the library's workload (P. Edwards, interview, February 18, 1997). During the past three years the AARP Research Information Center's budget has undergone serious cuts. Equipment and supply purchases have been deferred and position vacancies left unfilled. Online searching has also been curtailed and the facility is open to outside users by appointment only. As is true in many special libraries, the staff at the AARP Research Information Center has none the less been able to maintain quality of service to both staff and members (D. Welsh, personal correspondence, August 8, 1997). 9:3 Volunteers Some libraries depend on volunteers to guard against loss of service. The AARP Research Information Center supplements their staff each summer with youth from a city-sponsored training program. The youth perform a variety of tasks depending on their skills. The tasks include shelving, weeding, photocopying, labeling and filing (D. Welsh, personal correspondence, August 8, 1997). Sometimes the volunteers are professionals in their own right. They may be staff from nearby libraries or independent experts in collection related fields. The National Air & Space Museum Library relies on volunteers to assist researchers. These volunteers provide a depth of knowledge in a narrow range of subjects. Many have been there for more than 20 years. Most are ex-military or civilian pilots, or aerospace industry workers. They know the collection intimately and are valued for their contribution to the library (P. Edwards, interview, February 18, 1997). The San Diego Zoo, which has had zero budget increases for the last ten years, relies on volunteers who do basic library service, including cataloging and adding journals to the online database, and special projects like maintaining the zoo's stud books (L. Coats, interview, May 14, 1997). Maintaining quality service to the client is the primary goal at all times. CONCLUSION In 1917, Matthew Brush, president of the Boston Elevated Railway Company, exhorted the staff of special libraries to be "intimately acquainted" with the work of their client and be able to answer "any old thing" asked of them (Brush, 1996, p. 259). Today the needs of the client are still the focus of special libraries. The client may be a zookeeper, engineer or statistician. Regardless, each has specific research needs that cannot be met by the conventional public or academic library. In 1997, Bill Gates noted, "Libraries are an absolutely critical resource and will play a more central role than they ever have before" (DiMattia & St. Lifer, 1997, p. 40). Maintaining the flow of information is both easier and more complicated than ever. It is easier because there is more information in a greater variety of formats. That is also why it is more complicated. Special libraries use all resources available to provide their clients with needed information in a useable form. They expand their collections in all formats, build networks and educate their client users. They anticipate change and plan for the future. Special libraries will continue to exist and flourish as long as clients have specific information needs that can only be met by educated, experienced information professionals prepared to answer "any old thing." REFERENCE LIST About ACT. (1997). [Online]. Available: http://www.act.org/aboutACT/index.html [1997, August 20]. About NRaD. (1997). [Online]. Available: http://www.nosc.mil/nrad/welcome.page [1997, July 7]. ACT Library. (n. d.). [Information sheet]. Brush, M. (1996). The so-called librarian's real duties. Special Libraries, 87 (4) 256-259. Churchill, M. (1996). The law's in hand. Press Enterprise, July 21, 1997. DiMattia, S. (1992). SLA: global visions, local realities. Library Journal 19 (1) 54. DiMattia, S. & St. Lifer, E. (1997). Rebirth in Seattle. Library Journal, 122 (12) 40-44. District of Columbia Library Association. 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National Air & Space Museum Branch Guide. (1996). [Online]. Available: http://www.sil.si.edu/nasm-bro.htm [1996, November]. Staff profiles: ACT Library. (1996). InterACT, September 1996. Supreme Court of the United States. (n. d.). Washington, D.C.: Supreme Court of the United States. Transportation Library at Northwestern University. (n. d.). [Information sheets]. Vagtborg, H. (1955). The march of science in Texas. Tomorrow Through Research, 7 (1) p.1 Wright, K. (1992). Bibliographic database management in an R&D organization. Database, June 1992 35-40. Wright, K. (1996) Welcome address, Greater San Diego Paraprofessional Development Workshop, October 21, 1996. Working at ACT. (1996). Iowa City, Iowa : American College Testing. [Editors' Note: This paper was delivered at the 9th National Library Technicians Conference held in Canberra Australia, September 24-26,1997. It will be published in the conference proceedings in December 1997. Orders for copies of the proceedings can be still be sent to Conference Solution; however, once the books have been closed on the conference, copies will be available from Australian Library and Information Association. The cost is $45 Australian currency. Ordering information: InterACTion : the client, the profession, the technology : proceedings of the 9th National Library Technicians Conference, Canberra 24-26 September 1997 / compiled by the Conference Committee. Conference Solutions PO Box 238 Deakin West ACT 2600 Australia e-mail: office@con-sol.com]