Circulation/reserve staff is responsible for the procedures concerning patrons’ access:
Panitza Library is open to all AUBG students, faculty, alumni, and staff that hold a current and validated ID card. Outside visitors to AUBG are normally permitted to use the Library facilities and resources without checking out materials. Restrictions could be applied during exam periods in December and May. Service is provided at no charge.
All registered students, staff, alumni, and faculty may borrow materials from the library on their accounts. Library materials may be checked out ONLY with the ID card. You are responsible for items checked out with your library card.
Students and Staff
Students and staff members may take out up to 20 items at a time for a period of three weeks. The specified due date note is provided.
Renewal is possible if the book is not reserved by another reader and a recall is not placed. The first renewal requires only the ID card; any other renewal requires that the material is brought to the library. Library materials on Loan to other readers can be reserved by a student/staff member. An e-mail is automatically sent by the system when the material is returned. The reservation will be valid for three days after the day of the return.
All materials checked out on a student’s/staff member’s account should be returned to the Circulation desk to be checked off the account and then reshelved. All books used within the library must be placed at the Books to be shelved – not left on the reading desks. Students and non-library staff are not allowed to enter the Circulation desk area. Violators of the circulation rules may include severe restrictions for library usage, fines or report to the University administration.
Faculty members may take out up to 30 items at a time for 90 days period. Renewal is possible, if the book is not reserved by another reader and there is not a recall. For first renewal the ID card is enough, for the next renewals the user should bring the material itself.
Library materials on Loan to other readers can be reserved by a Faculty member by providing the accession number of the material. An e-mail is automatically sent by the system when the material is returned. The reservation will be valid for a week after the day of the return.
All materials checked out on the faculty member’s account should be returned to the Circulation Desk to be checked off the account and then reshelved.
Alumni may take out up to 3 items at a time for 30 days period. Renewal is possible if the book is not reserved by another reader and there is not a recall.
Patrons can renew their materials at the Circulation desk of the library or by visiting My Account on the library page.
If an item needed by the reader is on loan, the librarian can make a request. If a book on a loan is overdue and is needed by another reader, the librarian sends a recall e-mail letter. A patron may place holds on library items through the My Account. The patron will need to log in in his/her account using a library barcode (as printed on the student/faculty/staff ID) and password. When the patron has searched and found the item in the catalog she/he needs to click on the "Request” button.
Overdue/Lost library materials
When library materials are overdue the reader will be notified by email, sent automatically by the library system. If any part of the library material is missing upon return, (e.g. missing cassette, missing booklets, disks, etc.) user can replace the missing part(s), the user will be charged a replacement fee only. If the patron is not possible to replace the missing part(s), user will be charged for the entire cost. In case of lost library materials, the librarian gives the patron a ‘lost book form’ to fill in and sign. After the reader brings to the librarian a receipt from the Business office for the payment of the book and shipping costs, the librarian deletes the book from the account of the reader and then gives it to the acquisition librarian to be further processed.
Fines for overdue library materials are as follows:
Faculty is not charged overdue fines.
If material is lost, its full cost plus $10.00 shipping and processing fees will be charged towards the reader’s financial account. Repairable damage of a book will result in $5.00 fee. If material is non-repairable damaged, the reader will be charged the cost plus $10.00.
Missing book on the shelf
If a book is with the status ‘Available’ on the catalog record but is missing on the shelf, the reader fills in a search form. The librarian makes three book searches within a month. If the book cannot be found during that period the Circulation/Reserve librarians submit the lost book form to the Acquisitions librarian for further processing.
Outside AUBG visitors
Outside AUBG visitors fill in a form before using library materials. The Circulation librarians help them to find the needed material.
Materials on Reserve can be used in the library for 2-hours. Reserve materials cannot be taken out of the library. Students may check out up to three reserve materials at one time. Students should ask for reserve material by giving the author and the title of the material, the course and the name of the faculty member. Dismembering, damaging, and highlighting reserve material is not allowed. Reserve materials must be returned at the Reserve Desk. Electronic reserves can be accessed through the link on the reserve bibliographic record.
Online reserve materials
Access to the online materials is available through the Library Catalog. Access is restricted via the university net. The policy also supports direct linking to the collection of licensed journals articles and e-books, rather than digitizing from print. Note that the licenses do not permit storing copies of the licensed material on another server for the purposes of printing or online access.
Print reserve materials
The Copyright Act permits the copying of a reasonable amount, which generally means a maximum of one chapter. This is the maximum from any book that may be copied in print for any course for the period that the course is being offered.
The Copyright Act permits the copying of one article per journal issue, or two or more if they are from a special issue of a journal. No greater quantity from a single issue may be copied for students for the duration of the course.
Freedom of access
Panitza Library does not restrict access to any materials. Library privileges may be canceled if abused.
Library registration files and circulation records are confidential under Bulgarian law in order to protect the individual's right to privacy. Unpaid Library debts are financial records which are not confidential and may be disclosed.
Last updated: August 31, 2021
Reference Service Policy
Goal of Reference Services
The general service goal of the Department is to meet the information / research needs of library users (faculty, students, alumni, staff and other patrons) in an accurate, efficient, and pleasant manner. An additional goal is to provide instruction so that patrons may become more independent in their use of library resources.
Specific Objectives of Reference Services
It is the policy of Panitza Library to consider each individual information query to be of equal merit regardless of the age, gender, ethnicity, disability, sexual preference or English language proficiency of the library patron. The Library's intention is to accord equal attention and effort to each inquiry, although the time spent by staff on a question may vary in response to the perceived needs of the patron, the information resources (both staff and collections) available and the method of receipt of the inquiry. There are some limits to service for non-university patrons (see appropriate section below).
Types of reference questions
Assist patrons in using the library's databases and other online sources.
Assist patrons in using Internet resources.
Assist patrons in using library’s OPAC.
Instruct patrons in using the library's computers and other equipment.
Identifying potential resources for conducting research or suggesting possible search strategies.
Assist patrons in evaluation of resources to best meet information needs.
Referring patrons to other resources, libraries, or institutions when the nature of the question is beyond the scope of the library's resources or mission.
In-depth reference appointments for faculty and senior students engaged in research based endeavors.
Reference Staff Core Competencies and Characteristics
Reference services are provided by qualified librarians with training or experience in this area of librarianship. Reference staff will strive to adhere to the Professional Competencies for Reference and User Services Librarians and to the Guidelines for Behavioral Performance of Reference and Information Service Providers, both of the American Library Association.
Standards of Service
Assisting the immediate library user, whether in person or on the telephone, takes priority over all other tasks. All patrons will receive respectful and courteous attention. Questions will be answered using the best and most authoritative available resource. Every reasonable effort will be made to answer the patron's question to his or her satisfaction, keeping in mind that staffing limits may not always allow a single patron to monopolize a staff member's time. While no strict time limit can be set for a reference transaction, staff may need to limit their assistance to ten or fifteen minutes when they see other patrons waiting for assistance. When reference staff assists patrons with research it shall be done in the physical or online presence. The priority will be serving patrons at the reference desk, then via virtual reference tool and then by email.
Services to users
Panitza library primarily serves the students, facility, and staff of the American University in Bulgaria. Faculty members will be served with priority. Occasionally, reference staff receives questions from outside visitors. Staff will respond to these as time and resources allow. When reference questions are asked while reference librarians are not at work (during the week-end and after 5:00 o’clock at working days) the circulation staff answers directional, policy and procedures and specific reference questions. They should not try to answer instructional and research questions. Instead they should advice patrons to come and meet the reference librarian or fill the printed or on-line request form for reference assistance. The circulation staff has to assist the patron in filling-up the request form.
Reference department does not offer the following services:
Reference assistance hours
Use of Library
In addition to the generally applicable American University in Bulgaria policies and regulations regarding the use of University facilities and property, the following specific library use and conduct policies apply:
All library patrons are expected to comply with these policies of library use. Failure to comply with these policies may be grounds for removal from the Panitza Library on a temporary or permanent basis.
Interlibrary Loan Policy
Purpose of the Interlibrary Loan (ILL) service
Panitza Library supports Patrons’ research needs by offering a wide range of additional resources via interlibrary loan service. The Library has established contacts not only with local Bulgarian libraries, but also with many international ones through WorldCat, AMICALCat, British Library Document Supply Center and SUBITO Document Delivery Service. ILL acquires books, conference papers, copies of journal articles, not owned by Panitza Library.
Interlibrary Loan service is available to all current AUBG faculty, students and staff that hold a valid ID card. This service is NOT available to Alumni, guest or community borrowers.
Limitations and cost
The service is free of charge only for limited users – faculty and senior students, with certain restrictions on the number of the free ILL borrowings:
The requester themselves should pay for orders exceeding this limit. All other users of the service are required to pay part of the cost of each request. The fees are as follows:
Although the paid service is unlimited, ILL is designed to be used for serious research projects. The library reserves the right to refuse any ILL request if it is deemed to fall beyond the reasons the service was designed for.
Make an order
Fill out the form completely
Restrictions for ILL
The following materials cannot be requested through ILL:
Most requests are filled within 3 -10 days. However, delays are common and it may take up to 28 days, if the requested item is out of the ordinary, in great demand or if the details that the Patron supply are incomplete or inaccurate. Sometimes the first owning library may choose not to loan the material and in such cases a second or third library must be contacted. Nevertheless, there is no guarantee that a request can be filled.
The ILL Librarian will inform the Patron via email of the status of the request – if it is available for order, specific conditions of the lending library (for example, in-library use only, shorter due date), and approximately how long it will take to be delivered. The Patron may contact the ILL librarian to check the progress of the requests and should inform the ILL librarian as soon as possible if he/she no longer requires an item. If the request is already fulfilled, the student has to pay the full fee.
The Patron may ask that an unfilled request be reinitiated. However, the ILL librarian must first determine if there is sufficient reason to expect a second request to be filled. The Patron may be asked to provide additional information or to agree to some reset condition established by the lending library (for example, in-library use only, shorter term for use).
Secure electronic delivery (SED)
SED is a service from the Subito Document Delivery Service or The British Library Documents Supply Center, which supplies some ILL electronic copies. Instead of the lender printing a copy of an article and posting it, they put a copy on their web server for users to read or print out for limited time. The Patron will get an email to tell him/her how to access the material, as well as instructions about necessary software requirements.
Loan periods and due dates
After receiving the material, the ILL librarian will inform the Patron that the requested document is ready to be checked-out and that the fee, specified in the ILL policy, will be deducted from his/hers account. The loan period for books is determined by the lending library. Normally it is 21 days. The due date is indicated on the yellow card, given to the Patron on check out. The card has to be kept and returned together with the book. All materials should be returned by the due date to the Circulation desk of the library where they were picked up. Borrowers, who disregard due dates, jeopardize their Interlibrary Loan borrowing privileges. Patrons will be charged one dollar ($1.00) per day for each day that an Interlibrary Loan book is overdue. All items should be returned to the Panitza Library staff at the Circulation desk and NOT directly to the lending library!
The lending library retains the right to request the immediate return of any material it has loaned to Panitza Library at any time before the original due date given. In these rare instances, the ILL librarian will contact the Patron and inform him/her of the new due date. The Patron will owe an overdue fine for any materials returned after this newly established due date.
A Patron may ask that the loan period of a borrowed item be extended. Any request for renewals must be made before the due date. The lending library determines the length of time, if the loan period may be extended at all. Many items borrowed through ILL are clearly marked "NO RENEWAL". No attempt will be made to extend the loan period of these items.
The lending library will determine the replacement cost of any lost or damaged material. All charges will be paid by the Patron, responsible for the lost/damaged materials.
Library Computer Use Policy
The access to computers is free for all library users with valid AUBG ID card. Users can work with computers only if they comply with the AUBG Computing Policies available on the university web site. Students failing to comply with these policies may face university disciplinary action. Library may determine local rules governing specific terms of Internet use.
Computers in the library are meant to be used for searching in catalogues and databases subscribed by Panitza Library, for study and research work. Users are not allowed to use computers on non-information search purposes (Internet relay chats, computer games, etc.).
Students wishing to do e-mail are referred to the computer workstations at the computer labs. Users must adhere to Internet ethics, copyrights and related rights and must take responsibility for their passwords and not to give them to other persons. 10 minutes before library's working time is over, computers are to be turned off.