** NCJRS OPERATING PROCEDURES**

**[Contract Tasks]{.underline}** **[Page Number]{.underline}**

**Introduction** 1

**Task 1 - Computer Operations**

Overview 1--1

NCJRS LAN 1--1

Order Fulfillment and Mailing Lists 1--3

NCJRS Document Data Base 1--4

Online Services 1--5

Quality Control 1--5

**Task 2A - Collection of Information**

Overview 2A--1

Ordering and Technical Processing 2A--1

Document Evaluation 2A--1

Accessioning 2A--2

Copyright Release 2A--2

Weekly Accessions List 2A--3

NCJRS Research and Information Center 2A--3

Quality Control 2A--5

**Task 2B - Federal Coordinated Technical Assistance/Skills Bank**

Overview 2B--1

Initial PAVNET Products 2B--1

Expanding and Updating PAVNET 2B--1

Quality Control 2B--3

**Task 3 - Analysis of Information**

Overview 3--1

Preparing the Document Record 3--1

Maintenance of the *NCJ Thesaurus* 3--2

Quality Control 3--2

**Task 4 - Search, Retrieval, and Referral Service**

Overview 4--1

Request Media 4--1

Hours of Operation 4--3

Request Response 4--4

Resources Used To Respond to Requests 4--4

NCJRS Online Services 4--6

Quality Control 4--7

**Task 5 -** **Networking, Conference Support, and Related Services**

Overview 5--1

Onsite Exhibitions 5--1

Document Support 5--2

Outreach to Criminal Justice Professionals 5--2

Quality Control 5--3

**Task 6 -** **User Registration and Mail Lists**

Overview 6--1

NCJRS Registration Form 6--1

Targeted Mailing Lists 6--1

Label Runs 6--2

Quality Control 6--2

**Task 7 - User Surveys**

Overview 7--1

Survey Plan 7--1

Survey Methods 7--1

Quality Control 7--3

**Task 8 - Continuing Analysis**

Overview 8--1

Monthly Progress Reports 8--1

Financial Data Review and Reporting 8--2

Data Analysis 8--2

GFE Inventory 8--3

Final Contract Report 8--3

Operating Procedures 8--3

Quality Control 8--3

**Task 9 - Fee for Service**

Overview 9--1

Products and Services 9--1

Product Development and Pricing 9--2

Marketing 9--3

Complimentary Distribution 9--4

Accounting 9--4

Quality Control 9--4

**Task 10 - Document Distribution**

Overview 10--1

Order Fulfillment 10--1

Bulk Mailing 10--2

Inventory Management 10--2

Messenger Service 10--3

Quality Control 10--3

**Task 11 - Publication Support Services**

Overview 11--1

Support for NIJ Print Publications and Products 11--1

Support for NCJRS Publications and Products 11--2

Support for NIJ/NCJRS in Nonprint Media 11--4

Support for Publications and Products of Other Agencies 11--4

Editorial Services 11--4

Graphic Services 11--5

Monitoring and Milestones 11--6

Workflow and Quality Control 11--6

**Task 12 - National Institute of Justice Library**

Overview 12--1

Reference and Data Base Searching 12--1

Interlibrary Loan 12--1

Periodical Collection Maintenance 12--2

Training and Orientation for New Users 12--2

Technical Assistance and Training 12--2

Quality Control 12--2

**Task 13 - Juvenile Justice Clearinghouse**

Overview 13--1

Collection and Analysis of Information 13--1

Search, Retrieval, and Referral Service 13--1

Networking, Conference Support, and Related Services 13--2

User Registration and Mail Lists 13--3

Document Distribution 13--3

Publication Support Services 13--4

Agency Special Support 13--5

Management and Administration 13--5

Computer Operations 13--6

**Task 14 - Office for Victims of Crime Resource Center**

Overview 14--1

Collection and Analysis of Information 14--1

Search, Retrieval, and Referral Service 14--1

Networking, Conference Support, and Related Services 14--2

User Registration and Mail Lists 14--3

Document Distribution 14--3

Publication Support Services 14--4

Agency Special Support 14--4

Management and Administration 14--5

Computer Operations 14--5

**Task 15 - Bureau of Justice Statistics Clearinghouse**

Overview 15--1

Collection and Analysis of Information 15--1

Search, Retrieval, and Referral Service 15--1

Networking, Conference Support, and Related Services 15--2

User Registration and Mail Lists 15--2

Document Distribution 15--3

Publication Support Services 15--3

Agency Special Support 15--4

Management and Administration 15--4

Computer Operations 15--5

**Task 16 - Bureau of Justice Assistance Clearinghouse**

Overview 16--1

Search, Retrieval, and Referral Service 16--1

Networking, Conference Support, and Related Services 16--2

User Registration and Mail Lists 16--2

Document Distribution 16--3

Publication Support Services 16--3

Agency Special Support 16--5

Management and Administration 16--5

Computer Operations 16--6

**Task 17** **- ONDCP Drug Policy Information Clearinghouse**

Overview 17--1

Collection and Analysis of Information 17--1

Search, Retrieval, and Referral Service 17--1

Networking, Conference Support, and Related Services 17--2

User Registration and Mail Lists 17--3

Document Distribution 17--3

Publication Support Services 17--4

Agency Special Support 17--4

Management and Administration 17--5

Computer Operations 17--5

**Task 18** **- Office of Justice Programs/Office of the Assistant
Attorney General**

** Program Offices**

Overview 18--1

Search, Retrieval, and Referral Service 18--1

Networking, Conference Support, and Related Services 18--2

User Registration and Mail Lists 18--2

Document Distribution 18--3

Publication Support Services 18--3

Agency Special Support 18--4

Management and Administration 18--4

Computer Operations 18--5

** INTRODUCTION**

The National Criminal Justice Reference Service (NCJRS) was established
by the National Institute of Justice (NIJ) in 1972 to serve as a
national and international clearinghouse for the exchange of criminal
justice information, as mandated by Congress in the Omnibus Crime
Control and Safe Streets Act of 1968. NCJRS maintains specialized
information centers for the U.S. Department of Justice, Office of
Justice Programs agencies (the National Institute of Justice, the Office
of Juvenile Justice and Delinquency Prevention, the Office for Victims
of Crime, the Bureau of Justice Statistics, the Bureau of Justice
Assistance) and for the Office of National Drug Control Policy. NCJRS is
administered by the National Institute of Justice.

NCJRS supports the information needs of criminal and juvenile justice
professionals, policymakers, researchers, media representatives,
practitioners, administrators, and the general public. It responds to
the practical needs of criminal justice policymakers and professionals
by supplying the most current information on criminal justice research
and programs. NCJRS makes use of the latest available technologies to
gather, organize, and disseminate information and to offer users quick
access to its resources and services.

The procedures for operating NCJRS are organized by the tasks called for
in the Statement of Work (SOW) and subsequent amendments. Procedures for
conducting the core functions of NCJRS are described under Tasks 1
through 11, followed by Task 12 for the onsite operation of the Online
Research and Information Center (called the NIJ Library in the SOW).
Procedures for operating the following clearinghouse components of NCJRS
are described under Tasks 13 through 17: Juvenile Justice Clearinghouse,
Office for Victims of Crime Resource Center, Bureau of Justice
Statistics Clearinghouse, Bureau of Justice Assistance Clearinghouse,
and ONDCP Drug Policy Information Clearinghouse.

Finally, under Task 18, NCJRS provides support services to the Office of
the Assistant Attorney General (OAAG) and its Program Offices: the
Violence Against Women Grants Office, the Corrections Program Office,
the Drug Courts Program Office, and the Executive Office for Weed and
Seed. For these offices, NCJRS produces and disseminates information
about OJP/OAAG funding opportunities and programs authorized by the
Violent Crime Control and Law Enforcement Act of 1994.

NCJRS is operated by Aspen Systems Corporation for NIJ under contract
number OJP‑94‑C‑0006 covering the period from May 16, 1994, through
March 15, 1998.

** TASK 1**

**COMPUTER OPERATIONS**

**OVERVIEW 1--1**

**NCJRS LAN 1--1**

System Maintenance, Resource Sharing, and Monitoring 1--1

Centralized LAN/PC Help Desk 1--2

Troubleshooting and Support for Clients and Users 1--2

System Configuration and Documentation of Procedures 1--2

Backup and Disaster Recovery 1--2

Security 1--3

**ORDER FULFILLMENT AND MAILING LISTS 1--3**

Labels and Counts 1--3

Daily Support and Maintenance 1--3

Backups 1--3

Weekly Reports and Maintenance 1--4

**NCJRS DOCUMENT DATA BASE 1--4**

**ONLINE SERVICES 1--5**

**QUALITY CONTROL 1--5**

** COMPUTER OPERATIONS**

**OVERVIEW**

The Computer Operations task is central to the fulfillment of all other
NCJRS tasks and plays an important role in the management and operation
of the clearinghouse. NCJRS staff can communicate electronically with
one another and with agency Task Monitors through a local area network
(LAN) maintained and operated under this task. The entire NCJRS order
fulfillment process depends on the technical support provided by
computer operations staff, as does the NCJRS Document Data Base and its
means of access via DIALOG and CD-ROM. Finally, computer operations
staff have been instrumental in developing and maintaining online access
to NCJRS through the Internet.

NCJRS computer operations staff maintain and support workstations and
all applications that run off the operating system. Staff who need help
on office automation software are assisted. Computer operations staff
also support and maintain printers and the disk operating system.
Documentation, monitoring, preventive maintenance, backups, and testing
are methods employed to ensure system quality control.

**NCJRS LAN**

Computer operations staff maintain and support the NCJRS LAN operation,
which provides information to users on criminal justice activities and
data collection. Research on new technologies for hardware and software
to enhance the system is performed on an ongoing basis as user and
networking activity increase. Applications are upgraded for
standardization so users may easily share and access information
regardless of their operating environment. Computer operations staff
provide hands-on training to new users of the LAN and to all staff when
new office automation software is installed.

**System Maintenance, Resource Sharing, and Monitoring**

For each new employee, computer operations staff create a new user
account, enabling the user to access the LAN. Utilization of disk space
is monitored on all systems, and statistics reports are printed out on a
weekly basis. User accounts are disabled when employees leave NCJRS.

The data base for electronic mail is monitored, and maintenance
utilities are run on a weekly basis to identify and reconcile any
inconsistencies in the data base and to keep mail moving. NCJRS staff
request assistance from Computer Operations when they encounter problems
or have questions pertaining to the e-mail system.

Virus prevention is important because viruses cause destruction upon
entering a workstation or network and can make changes to the system
configuration. Viruses are detected with a scan utility that is
installed on the server. If viruses are detected, the infected files are
treated immediately.

**Centralized LAN/PC Help Desk**

Computer requests and problem reports are coordinated through a
centralized LAN/PC Help Desk. The Help Desk serves as the focal point
for reporting, responding to, and documenting personal computer software
and hardware requests or problems identified by NCJRS staff. Reports are
prepared regularly to keep managers up to date on the status of both
special requests and problem reports.

**Troubleshooting and Support for Clients and Users**

When NCJRS staff need troubleshooting and technical support, they report
the problem on an online PC Help form, which is assigned to computer
operations staff for problem resolution.

Laptop computers are maintained in good working order for staff use at
conferences, demonstrations, and training sessions. Computer operations
staff also assist users with technical questions or problems they are
experiencing with installing CD-ROMs; reaching the NCJRS Justice
Information Center Web site and gopher; and downloading files and using
the Acrobat reader.

**System Configuration and Documentation of Procedures**

Documentation is written and updated as needed for all system
procedures. In addition, training manuals are created for periodic staff
training sessions on new or upgraded software. Documentation of all
system configuration is printed out when configuration changes are made
and the manual is updated.

**Backup and Disaster Recovery**

All data on the LAN system are backed up to tape daily, and the tapes
are sent weekly to offsite storage where they are maintained. This
procedure enables recovery of lost data if there is a system crash or a
disaster.

Documentation on a disaster recovery plan is updated yearly. The plan
includes protection and recovery strategies for valuable network data.
Backup logs are monitored daily to ensure backups were successfully
completed. To test the backup process, periodically files are restored
to a test destination on the server to make sure that files that were
supposed to be backed up are contained on the backup tape.

A purge command is run weekly to remove deleted files from the LAN and
thus recover disk space occupied by these files.

**Security**

Passwords for all servers are changed frequently. Access is limited on
critical files, as well as to system equipment located in the LAN room.
A security utility on the server checks critical files to identify
possible security breaches and then displays the information so that
necessary action can be taken. The intruder detection system is
activated on the server so that, if someone enters an incorrect password
more than four times, the file server assumes an intruder is trying to
gain access to the system and locks the person out.

**ORDER FULFILLMENT AND MAILING LISTS**

**Labels and Counts**

For various mailings, computer operations staff create label files from
the order fulfillment and mailing list system. This includes daily label
generation as well as label files for bulk mailings of the bimonthly
*NCJRS Catalog* and mailing counts/labels selected by specific criteria
requested by document distribution staff.

**Daily Support and Maintenance**

Four types of activities are performed for support and maintenance of
the order fulfillment and mailing list system: fine tuning and
automation of routine operations, monitoring of disk space utilization,
preventive maintenance, and optimization of the network servers and file
systems.

Fine-tuning and automation of routine operations are performed daily to
keep the system running smoothly. This includes updating the transaction
date to reflect the next workday on the operating system, checking the
label response file, periodically unlocking numbers for reference staff,
and terminating processors in the data base automating routine
operations.

To avoid crashes, disk space utilization is monitored on a daily basis
and statistics on highly used file systems are reported.

Preventive maintenance involves deleting files that are system generated
during daily use and making recommendations on how to enhance system
performance.

The order fulfillment system is shut down monthly for 15 minutes before
the end-of-month backup is run. This procedure is performed to manage
system resources and to optimize server performance.

**Backups **

All data on the order fulfillment and mailing list system are backed up
to tape. Data base and other backups are performed daily to back up
system information, including device configuration, logical volume
configuration, user information, and the data base itself.

Tapes are sent weekly to offsite storage where they are maintained. This
procedure enables recovery of lost data if there is a fire or natural
disaster in the building.

End-of-month and end-of-year reports are updated in the order
fulfillment and mailing list system for each monthly reporting period
and for end-of-year reporting. Reports are then generated, printed, and
distributed.

**Weekly Reports and Maintenance**

Volume usage on all network servers and file systems is monitored, and
reports are printed to ensure that maximum volume usage is not reached.

An accurately maintained customer data base is crucial for cost
effectiveness and efficiency in performing mailings. A systematic search
of the mailing list is performed to locate and delete any duplicate
names and addresses. At the same time, address format is checked and
corrected when necessary to adhere to the U.S. Postal Service
requirements for mail to be read by the Postal Service\'s high-speed
equipment.

An account is set up for users who access the network server. User
account setup is usually initiated by a request from an NCJRS manager
for staff who will be accessing the server. The user account is created
and added to the order fulfillment data base, and a user representative
code is assigned to the user. This is used to identify each user who
enters information in the data base.

**NCJRS DOCUMENT DATA BASE**

The NCJRS Document Data Base is kept current with new documents added
weekly through batch processing. Existing text in the data base is
updated as needed, such as when availability sources are changed.

A data file is prepared and sent to the Government Printing Office (GPO)
annually to update the NCJRS Document Data Base on CD-ROM. Every 3
months, a tape containing all documents added to the NCJRS Document Data
Base is produced for updating the NCJRS Document Data Base available
through DIALOG. Disk space utilization is monitored daily to check
volume usage on all network servers, and a report is printed and kept to
ensure that maximum usage space is not reached.

An account is set up for users who access the NCJRS Document Data Base;
this is usually initiated by a request from an NCJRS manager.

**ONLINE SERVICES**

Technical support is provided to ensure efficient Internet operations by
NCJRS staff. Computer operations staff install, configure, and maintain
an Internet browser on personal computers. Staff also troubleshoot
Internet and access problems.

Reports on Internet statistics are generated monthly for NCJRS managers.
This procedure is done to report the number of times information was
accessed through an automatic option such as the World Wide Web.

A laptop computer is provided for online and file presentations by NCJRS
staff. The laptop is configured to enable World Wide Web access and
point-to-point dial-up connection for live presentations. Text and image
files are installed on different NCJRS sites for file presentations.
When changes are made to files, computer operations staff update files
on each laptop.

**QUALITY CONTROL**

Key quality control activities for this task are:

• Ongoing testing of hardware and software to ensure reliability and
timeliness.

• Updating and monitoring of system documentation.

• Monitoring of complaints from both internal staff and NCJRS customers
to evaluate system performance and make improvements.

• Survey of online customers to measure the utility of online vehicles.

** TASK 2A**

** COLLECTION OF INFORMATION**

**OVERVIEW 2A--1**

**ORDERING AND TECHNICAL PROCESSING 2A--1**

**DOCUMENT EVALUATION 2A--1**

**ACCESSIONING 2A--2**

**COPYRIGHT RELEASE 2A--2**

**WEEKLY ACCESSIONS LIST 2A--3**

**NCJRS RESEARCH AND INFORMATION CENTER 2A--3**

NCJRS Document Collection and Data Base 2A--4

Interlibrary Loan Program 2A--4

Document Reproduction Program 2A--5

Biennual Inventory Update 2A--5

**QUALITY CONTROL 2A--5**

** COLLECTION OF INFORMATION**

**OVERVIEW**

The Collection of Information task, which encompasses the selection of
materials for the NCJRS Document Data Base as well as a variety of means
of making the materials available to researchers, students, and the
general public, forms a key component of both the collection and
dissemination of criminal justice information.

The primary function of the Collection of Information task is to acquire
and select new criminal-justice-related materials for the NCJRS Document
Data Base. Before materials can be processed into the collection, each
document must meet the selection and evaluation criteria that were set
up under the contract.

**ORDERING AND TECHNICAL PROCESSING**

The staff collect and identify material for ordering, check for
duplicate documents, order the documents, renew and receive journals and
newsletters, perform Internet searches for potential materials, follow
up on overdue orders, and process order payments.

NCJRS uses various methods for obtaining materials for the data base.
These methods include direct orders from publishers, solicitation of
documents from Government agencies and clearinghouses, solicitation of
free or discounted copies from private publishers, attendance at
conferences and meetings, online and Internet searches, and the
International Document Exchange (IDE) program.

The IDE program enables NCJRS staff to solicit and exchange information
and materials with individuals from various countries throughout the
globe. Each month, IDE members send materials to NCJRS; these items are
recorded and tracked. The member list is updated and mailed to new and
potential members monthly.

Materials are sorted daily into three sections---International Document
Exchange Program, ordered materials, and unsolicited items---and
processed appropriately. Sorted materials are entered into the
in-process file (IPF) system, and temporary numbers are assigned to each
item.

**DOCUMENT EVALUATION**

All publications and materials received must meet established selection
criteria before they are entered into the NCJRS Document Data Base, thus
ensuring the quality, integrity, and comprehensiveness of the
collection. NCJRS collects materials concerning all facets of the
criminal justice and law enforcement fields. By collecting such a wide
range of materials, NCJRS can assure both the sponsoring agencies and
users that the collection is current, unbiased, and covers all aspects
of the criminal justice and law enforcement fields.

Each document is evaluated according to the selection criteria set up
under the contract to determine if these items should be included in the
NCJRS Document Data Base. A majority of the documents can usually be
selected or rejected without involved analysis, but some documents fall
into a \"gray area\" between obvious selection and outright rejection.
At least 50 percent of each document\'s content should fall within the
NCJRS subject scope.

This scope encompasses 13 main subject categories consisting of AIDS,
computers/technology, corrections, courts, criminology, drugs,
funding/grants, gangs, juveniles, police, statistics, and victims.
These, in turn, are broken down into smaller, more defined subject areas
encompassed within the *National Criminal Justice Thesaurus* (see Task
3, Analysis of Information, for more on the *NCJ Thesaurus*).

NCJRS is contractually required to acquire and accession 355 documents
per month. The contract further stipulates that NCJRS must process 185
documents for the National Institute of Justice (NIJ), 85 documents for
the Office of Juvenile Justice and Delinquency Prevention (OJJDP), 50
documents for the Office of Narcotic Control and Drug Policy (ONDCP),
and 35 documents for the Office for Victims of Crime (OVC).

A subset of the documents entering the Document Data Base is selected
for inclusion in the *NCJRS Catalog*. The *NCJRS Catalog* is a free
bimonthly publication that describes new Document Data Base documents
and announces new agency publications.

To be selected for citation in the *NCJRS Catalog*, documents must have
comprehensive coverage of the subject matter, make a significant
contribution to the discipline, and be of particular interest to the
criminal justice community. Publications advertised in the *Catalog*
must be published materials. Unpublished and nonscholarly commercial
materials for popular consumption are not considered acceptable
contributions to the *Catalog* (see Task 11, Publication Support
Services, for more on the *NCJRS Catalog*).

**ACCESSIONING**

After the documents have been reviewed, selected for the NCJRS Document
Data Base, and checked against the existing data base records for
duplicates, the materials are accessioned. Temporary numbers are
assigned to free or nonordered materials, and permanent accession
numbers are assigned to selected inscope items.

The permanent NCJ (or accession) number is assigned to the document, and
the IPF record is updated and a label is attached. The materials are
then abstracted, and the records are loaded into the NCJRS Document Data
Base (see Task 3, Analysis of Information).

**COPYRIGHT RELEASE**

A number of programs such as copy satisfaction and use of the Internet
require staff to have copyright release on materials, so each document
undergoes this process after accessioning. A letter requesting copyright
release, along with a Copyright Release Permission Form, is sent to all
copyright holders. After the Copyright Release Permission Form has been
returned, both the IPF and NCJRS Document Data Base are updated to
reflect the changes. Not all copyright holders grant NCJRS permission to
photocopy or, in the case of the Internet, to upload and distribute
their materials to users. Withholding of copyright does not prevent
materials from being placed in the data base, however.

Processed materials are then sent to the NCJRS Research and Information
Center for shelving where they become available for use onsite or for
borrowing through interlibrary loan.

**WEEKLY ACCESSIONS LIST**

After materials have been processed and sent to the NCJRS Research and
Information Center, the Weekly Accessions List is created. This is a
listing of materials that have been processed and added to the NCJRS
Document Data Base during a given week. The list is divided into 11
major subject areas: AIDS, courts, corrections, crime prevention, drugs
and crime, gangs, juvenile justice, criminology, law enforcement,
statistics, and victims. Under each subject heading, the citations are
listed by publication date and accession number. Some citations may
appear in more than one subject category.

One of the criteria for documents going into the NCJRS Document Data
Base is that their publication date must fall within the previous 5-year
span. However, some documents are added to the data base regardless of
publication date because they are regarded as classics in the criminal
justice field. There are also no date restrictions on reports of
Government-funded research.

Documents listed in the Weekly Accessions List are available to users
through interlibrary loan from the NCJRS Research and Information
Center. Paper copies of the list are available upon request, but most
subscribers prefer to receive copies by e-mail. Qualified borrowers can
simply select the documents on the list that they want to borrow and
e-mail the request either to the NCJRS Research and Information Center
or to the NIJ Library at the Government site.

**NCJRS RESEARCH AND INFORMATION CENTER**

The NCJRS Research and Information Center (NCJRS RAIC) instructs and
assists users on how to use the NCJRS Document Data Base and provides
them with access to materials from the collection. NCJRS RAIC is open
Wednesday through Friday from 8:30 a.m. to 5 p.m., by appointment only,
to criminal justice professionals, researchers, and graduate students.
All visitors using the facility are asked to make an appointment a day
in advance; however, same‑day appointments are accepted in special
cases. Visitors can make appointments by calling the library during
normal business hours. NCJRS RAIC staff are available Monday through
Friday to answer telephone requests, look up materials on the NCJRS
Document Data Base, set up appointments, and fulfill interlibrary loans
and copy reproduction requests.

**NCJRS Document Collection and Data Base**

The NCJRS Document Data Base contains approximately 140,000 criminal
justice materials. Every item listed in the NCJRS Document Data Base is
physically represented in the collection (with the exception of some
audiovisual materials).

Due to the specialization of the collection, professional library staff
are on duty to assist patrons and locate materials. A photocopy machine
is available for visitors who wish to make photocopies of library
materials.

NCJRS users can also access the NCJRS Document Data Base by using file
21 on DIALOG, the NCJRS CD-ROM, or the Internet. These services allow
patrons outside NCJRS to do their own searching. Staff are available to
answer questions regarding search strategies, downloading, or linking
with other data bases. Information from the data base can also be
obtained through topical searches, topical bibliographies, and custom
searches, all available from NCJRS.

**Interlibrary Loan Program**

NCJRS does not loan materials to individuals---only to other libraries.
To request materials from NCJRS, individuals go to their local,
academic, or organizational libraries to arrange an interlibrary loan.

There is a fee for interlibrary loans. This fee is waived for Federal
and State government libraries, criminal justice agencies, and law
enforcement officers. Loan requests are submitted on standard American
Library Association (ALA) interlibrary loan forms, with a separate form
needed for each item. The forms ask for the patron's name, the NCJRS
accession number, the title, the requesting library's name, address, and
telephone number, and the librarian's name.

As a request for an interlibrary loan is received, it is logged into the
NCJRS automated order fulfillment system, where its status is tracked
and printed reports generated until the entire transaction has been
satisfactorily completed.

Documents are loaned for 1 month; materials can be renewed for another
month by contacting NCJRS RAIC and arranging an extension; no additional
fee is charged. The borrowing library assumes full responsibility for
returning materials when they are due or arranging the renewals.
Renewals are negotiated on a case-by-case basis. Libraries can request
loans by either mailing or faxing the ALA interlibrary loan form to
NCJRS. All materials are sent by first-class mail.

If an order cannot be filled because the material is not available, a
form letter is sent to the patron, as well as a subsequent followup
letter if the waiting period is longer than a month. If the requesting
library is not familiar with the type of interlibrary loan form used by
NCJRS RAIC, a form letter and a source list for interlibrary loan forms
is sent to that library.

Once a month the library file is reviewed for overdue documents, and a
letter is sent to each delinquent library. If a library claims that a
book has been returned, a thorough search for the document is made, and
the library is given the benefit of the doubt. Should this occur again,
the library is asked to return future materials by certified mail.
Libraries are billed for lost items and the proceeds are added to NCJRS
contract funds. Materials must be returned in their original condition.
A processing charge is added to the cost of each lost or damaged
document. If the a library does not respond to a bill, a letter
suspending borrowing privileges is sent to the offending library.

**Document Reproduction Program**

If copyright clearance has been granted for a document, NCJRS can
photocopy that document for a fee. All data base records that have
copyright clearance read \"National Criminal Justice Reference Service
paper reproduction sales.\" An additional fee is charged for rush
handling. The turnaround time for rush copy reproduction is 24 hours.

**Biennual Inventory Update**

Every 2 years, RAIC is closed for 2 weeks so that the staff can conduct
a physical inventory of the collection. The data base listing of
documents is checked against the documents on the shelves. Documents
found to be missing are searched for and their titles checked against
the list of documents out on interlibrary loan. If the missing documents
still cannot be accounted for, replacement copies are ordered or
solicited.

**QUALITY CONTROL**

Quality control activities take place throughout the process, from
document ordering to making documents accessible to users. These
activities include:

• Dupechecking of orders for documents and of accessions for the
collection to ensure that no document is processed twice.

• Claiming at all appropriate stages, for instance, to track documents
ordered for the collection but not yet received as well as overdue
documents loaned to other libraries.

• Prompt attention to comment cards or other feedback from RAIC visitors
and interlibrary loan customers.

** TASK 2B**

** FEDERAL COORDINATED TECHNICAL**

** ASSISTANCE/SKILLS BANK**

**OVERVIEW 2B--1**

**INITIAL PAVNET PRODUCTS 2B--1**

**EXPANDING AND UPDATING PAVNET 2B--1**

Survey of Existing Entries 2B--1

Expanding PAVNET 2B--2

PAVNET Categories 2B--2

Updating PAVNET 2B--2

Uploading PAVNET Updates 2B--3

Preparing PAVNET Diskettes 2B--3

Creating Read Me Files 2B--3

**QUALITY CONTROL 2B--3**

** FEDERAL COORDINATED TECHNICAL**

** ASSISTANCE/SKILLS BANK**

**OVERVIEW**

The Partnerships Against Violence Network (PAVNET) is a data base of
resources against violence that integrates a wide range of promising
programs, technical assistance information, and funding sources
nationwide. This extensive resource is regularly updated, refined, and
expanded to better help individuals, communities, and government
agencies learn about resources to stop violence and adopt strategies
described in promising programs.

Modeled after the Pulling America's Communities Together (PACT),
Partnerships Against Violence brings together coordinated anti-violence
strategies involving communities, the private sector, State and local
governments, and the Federal Government. The integrated extensive
information-sharing resource that PAVNET represents is the result of a
Federal coalition involving the Departments of Agriculture, Education,
Health and Human Services, Housing and Urban Development, Justice, and
Labor.

**INITIAL PAVNET PRODUCTS**

Available through the Internet and on diskette, PAVNET offers local
administrators and communities expertise, model practices, training, and
resources in a timely and accessible fashion. PAVNET initial products
include:

• ASCII files available online, maintained by the Department of
Agriculture in a searchable format and accessible through a gopher menu
and the World Wide Web.

• Two-volume printed version with four indexes (dated 1994).

• PAVNET on diskette (WordPerfect and ASCII).

•* PAVNET Online User's Guide* (available in print or online).

**EXPANDING AND UPDATING PAVNET**

NCJRS researches, compiles, writes, and abstracts justice- and
education-related programs and resources to add to PAVNET's 1,000-plus
entries.

In addition, NCJRS performs periodic PAVNET updates in 6-month intervals
for all justice- and education-related entries, ensuring accurate and
timely information to those accessing PAVNET online or on diskette.

**Survey of Existing Entries**

The updating process begins with an online search of all PAVNET
subdirectories containing filenames with extensions designated as
education or justice related. All entries meeting the search criteria
are printed, batched, and collated with standard cover letters
requesting updated information or verification that the information in
PAVNET is still correct. Mailing labels are also generated and forwarded
to the Distribution Center along with copies of the entries and letters.
The Distribution Center mails the packages to the PAVNET contacts.

To ease the response process and thereby increase response rates, the
full array of communication media is offered---phone, fax, e-mail, and
mailing address---for contacts to use to forward their updated entries
or verifications.

Contacts are encouraged to supply additional information, such as e-mail
and Web site addresses and fax numbers about the program or resource.

**Expanding PAVNET**

While awaiting survey responses, all messages forwarded from listservs
and online submissions from PAVNET's Web site are reviewed for
suitability for PAVNET's data base. Recommendations from project or
agency staff are pursued as well as any other leads obtained from other
sources.

**PAVNET Categories**

In the same manner in which the printed version was developed, in two
volumes---one for promising programs and the other information sources,
funding, and technical assistance---PAVNET's online menu includes the
following categories:

• A* promising programs* menu organized by topic area: community
violence, youth violence, family violence, substance abuse, and victims.
Within each category, programs are arranged by their orientation toward
prevention, enforcement, or treatment and rehabilitation. Each program
entry lists essential elements of the program, such as program type,
contact information, and sources of funding.

• An *information sources* menu divided into information and technical
assistance, which identifies sources for direct help and curriculums and
other teaching materials, and funding resource, which describes the
general purpose and guidelines for private foundations and Federal
Government agencies that fund anti-violence programs.

**Updating PAVNET**

Survey responses are incorporated electronically and reviewed and
proofed for clarity and accuracy. The response rate is analyzed to
determine if followups are required. A random sampling (size determined
by time and budget) may be gathered for followup via fax or phone.

**Uploading PAVNET Updates**

Files are prepared in ASCII for uploading online by the U.S. Department
of Agriculture, the designated agency for maintaining PAVNET Online.
Files are then saved on disk and in transferrable subdirectories and
labeled appropriately. These disks are mailed to the contact person at
the Department of Agriculture for subsequent uploading.

**Preparing PAVNET Diskettes**

PAVNET on diskette involves consolidating all of PAVNET, including those
entries not updated/verified, into their corresponding categories: 14
total for all promising programs and 5 for funding and technical
assistance.

All of PAVNET is stored on diskettes and made available in ASCII and
WordPerfect. To better assist the user, an electronic "read me" file is
provided as well.

**Creating Read Me Files**

The electronic read me file briefly explains PAVNET, its scope, and how
to make best use of this data base. It also contains menu lists naming
all of the subdirectories and filenames for the diskettes, sample search
terms, a sample search, and contact information for further assistance.

**QUALITY CONTROL**

The update process serves as a continual quality control of the PAVNET
file. In addition, as further quality assurance, global searches are
performed to ensure proper formatting of updates before they are
transmitted to the Department of Agriculture for uploading online.

** TASK 3**

** ANALYSIS OF INFORMATION**

**OVERVIEW 3--1**

**PREPARING THE DOCUMENT RECORD 3--1**

Cataloging 3--1

Abstracting 3--1

Indexing 3--2

**MAINTENANCE OF THE *NCJ THESAURUS* 3--2**

**QUALITY CONTROL 3--2**

** ANALYSIS OF INFORMATION**

**OVERVIEW**

The purpose of this task is to create and maintain the bibliographic
records in the NCJRS Document Data Base. Staff conducting this task are
responsible for creating data base records that are accurate, objective,
concise, and enable users to access the NCJRS document collection. Every
item entered into the NCJRS Document Data Base is cataloged, abstracted,
and indexed, and each newly created record is run through a battery of
validation processes and quality checks. After all errors have been
corrected, the records are loaded in the NCJRS Document Data Base, and
the hardcopy materials are sent to the NCJRS Research and Information
Center to be shelved.

**PREPARING THE DOCUMENT RECORD**

Abstractors catalog, prepare abstracts, and assign index terms for all
newly selected NCJRS Document Data Base materials.

**Cataloging**

Before abstracting documents, abstractors identify and record the
bibliographic information about the document (such as title, author,
publishing date, and publishing organization), following established
cataloging rules for all documents in the NCJRS Document Data Base. The
Automated Source List (or ASL) serves as a cataloging and clearance
authority file. It provides users with a computerized, alphabetical
listing of the names and addresses of all organizations and individuals
identified as document suppliers for the NCJRS Document Data Base. Each
agency that sends materials to NCJRS has a numerical ASL code assigned
to it. Abstractors search the ASL for the appropriate code for the
document\'s supplying organization. If an agency is listed, the
abstractor places the ASL code in the corresponding cataloging field. If
the agency is not listed, the abstractor fills out a form for a new ASL
code to be assigned. All codes are keyed into the ASL Data Base; staff
make changes and deletions to the entries whenever necessary. This
process ensures the accuracy and consistency of all information on
document suppliers.

**Abstracting **

The purpose of abstracting a document is to provide the user with a
concise, informative description of the subject matter. A well-written
abstract should provide the user with the important points of the
document and still retain the author's original meaning or intention. It
should be an accurate, abbreviated representation of the material
without any added interpretation or criticism.

An annotation and an abstract are prepared for each NCJRS Document Data
Base record. The annotation is basically a statement of the document's
subject and scope. It serves as the topic sentence for the abstract,
which is usually written as a single paragraph and is between 150 and
180 words long.

**Indexing **

After an abstract has been completed, index terms are assigned by the
abstractor to indicate the major concepts addressed in the document. The
index terms, or descriptors, allow the user to retrieve documents from
the data base using subject tags. Each document is indexed to the most
specific degree possible using the *NCJ Thesaurus*.

**MAINTENANCE OF THE *NCJ THESAURUS***

The *NCJ Thesaurus* is a reference tool comprising more than 5,000
subject, geographic, and organizational index terms with more than
30,000 cross-references. It has a controlled vocabulary used for
indexing and accessing items in the NCJRS Document Data Base.
Maintenance of the *NCJ Thesaurus* is a Task 3 responsibility. NCJRS
staff are encouraged to make suggestions regarding additions, deletions,
or changes to the main terms, the cross-references, and the scope notes
to accommodate new developments in the criminal justice research field.

Each year, a cumulative list of all terms that have been added, deleted,
or changed since the last edition of the *NCJ Thesaurus* is printed and
distributed for the use of abstractors and other NCJRS staff. New
editions of the *NCJ Thesaurus* are printed and distributed by NCJRS
every 2 years.

**QUALITY CONTROL**

Quality control ensures that all the document processing steps have been
properly and accurately done. Each data base record is checked against
the original document to verify the presence, correct format, and
accuracy of all the mandatory cataloging entries. Entries in
nonmandatory fields are also reviewed.

Abstracts are checked for content quality and accuracy, language, style,
format, spelling, typographical errors, punctuation, grammar, and
conformance to the *GPO Style Manual*. Index terms assigned by the
abstractor to each abstract are reviewed to determine whether the
descriptors accurately reflect the content of the document with the
highest level of specificity. Index terms are added or deleted as
appropriate.

Staff proofread online versions of the abstracts, and corrections are
made until the record is clean and the information can be uploaded onto
the NCJRS Document Data Base.

** TASK 4**

** SEARCH, RETRIEVAL, AND REFERRAL SERVICE**

**OVERVIEW** **4--1**

**REQUEST MEDIA 4--1**

Telephone 4--1

Letters 4--2

E-mail 4--3

Other Methods 4--3

**HOURS OF OPERATION 4--3**

**REQUEST RESPONSE 4--4**

**RESOURCES USED TO RESPOND TO REQUESTS 4--4**

Free or Fee Documents 4--4

Prepackaged Custom Literature Searches 4--4

Referral Lists 4--5

Other Resources 4--5

**NCJRS ONLINE SERVICES 4--6**

NCJRS on the World Wide Web: The Justice Information Center 4--6

Other Online Services 4--6

**QUALITY CONTROL 4--7**

** SEARCH, RETRIEVAL, AND REFERRAL SERVICE**

**OVERVIEW**

The Search, Retrieval, and Referral Service task is the frontline
operation of NCJRS, assuming responsibility for responding to requests
from a wide variety of users. The following are examples of the users
who contact NCJRS:

• Federal, State, and local criminal justice practitioners, planners,
and policymakers.

• Federal, State, and local government employees.

• Academicians and students.

• Private organizations, agencies, and the general public.

The staff for this task comprise information specialists who act as the
first response to incoming requests; information analysts who respond to
more indepth, research-intensive requests; and publications ordering
specialists who respond to straight publications orders.

**REQUEST MEDIA**

NCJRS receives an average of 12,000 to 15,000 requests per month. There
are several different ways a request can be received by reference staff.

**Telephone**

The primary way a requests reaches NCJRS is through the following
toll-free telephone lines of the five different agencies of OJP and the
local telephone line:

• National Institute of Justice: 800-851-3420.

• Bureau of Justice Statistics: 800-732-3277.

• Bureau of Justice Assistance: 800-688-4252.

• Office of Juvenile Justice and Delinquency Prevention: 800-638-8736.

• Office for Victims of Crime: 800-627-6872.

• Local: 301-519-5500.

Approximately 86 percent of the requests processed are received through
this method.

When users call one of the toll-free lines, they are presented with a
recorded menu. They may choose from the following options:

• Option 1---Fax-on-Demand ordering.

• Option 2---Publications ordering specialist.

• Option 3---Information specialist.

• Option 4---General information.

While the greeting message of each 800 line menu is specific to the
clearinghouse being called (\"Thank you for calling the X
Clearinghouse\....\"), the information contained in the menu is generic
to all of the 800 lines, with the exception of submenu Option 3 under
Main Menu Option 4. This submenu option includes agency-specific
information about conferences, new documents available, funding
opportunities, and the like.

Users selecting Option 1 may use the automatic Fax-on-Demand ordering
system, which allows them to have documents faxed back to them. Users
selecting Option 2 are transferred to a holding queue where their call
is answered by a publications ordering specialist. Users selecting
Option 3 are transferred into a holding queue where their calls are
answered by an information specialist. Users selecting Option 4 are
presented with the following submenu of options, which directs them to a
number of recorded information messages:

• Option 1---Online services.

• Option 2---General NCJRS information (hours, address, library).

• Option 3---Agency information.

In addition to the announced options, there is a \"hidden\" option.
Option 5, while not included in the announcement, allows callers to use
the keypad ordering function, which allows them to order documents using
their *NCJRS Catalog* and touchtone phone. Instructions informing users
of this option appear in the *NCJRS Catalog*.

Users calling the local line do not have access to these recorded
options. They are transferred directly into the holding queue to speak
with an information specialist.

**Letters**

Requests also reach NCJRS through the U.S. Postal Service. The mailing
address is:

NCJRS

P.O. Box 6000

Rockville, MD 20849-6000

Letter requests make up nearly 10 percent of requests received. Letters
are mailed directly to NCJRS or are forwarded from the five OJP agencies
as well as from Main Justice.

Letters received are reviewed for content and distributed accordingly
among the information specialists, information analysts, and
publications ordering specialists. Completed letter requests are kept
for 1 month at NCJRS in Rockville in the event that a letter request
must be located to verify content or reference service response. They
are then sent to corporate storage facilities at the Distribution Center
in Annapolis Junction where they are stored for 6 months (see Task 10,
Document Distribution).

Letters from NIJ are forwarded to the reference supervisor and attached
to a tracking log. These letters are processed by information
specialists. The action taken to respond to each letter is recorded on
the tracking log, which is returned to NIJ for review.

Inmate letters received by NCJRS are carefully screened. All requests
for publications or requests for general information are processed by
information specialists. Any requests for assistance (legal aid or
inquiries for the U.S. Department of Justice to look into the inmate\'s
case) are forwarded to the OJP Office of Congressional and Public
Affairs. A control log is used with these letters for tracking purposes,
a coy of which is sent monthly to the COTR.

**E-mail**

NCJRS responds to requests received through the ASKNCJRS electronic mail
box. The e-mail address is askncjrs@ncjrs.org.

Electronic requests make up 4 percent of the requests received by NCJRS.
The requests are reviewed for content and distributed accordingly among
the information specialists, information analysts, and publications
ordering specialists.

**Other Methods**

Although less frequently, NCJRS also receives requests through the
following methods:

**Answering Machine Messages.** NIJ, BJA, OJJDP, and OVC maintain voice
mail answering machines that allow users to leave their name and address
to receive current funding information or other information. Generally,
these requests are processed by the publications ordering specialists.

**Order Forms.** Order forms are included with each issue of the
*Catalog* and with most publication lists and some of the documents
distributed by NCJRS. As a result, many orders originate from these
forms. Generally, these requests are mailed to NCJRS and processed by
the publications ordering specialists (see Task 10, Document
Distribution).

**Conferences.** Document requests received at conferences are generally
processed by publications ordering specialists. Information analysts
respond to requests for indepth information (see Task 5, Networking,
Conference Support, and Related Services).

**Library Visitors.** Visitors to the NCJRS Research and Information
Center often request both free and fee materials. Orders from these
users are processed by information specialists.

**HOURS OF OPERATION**

The toll-free phone lines are staffed by information specialists from
8:30 a.m. to 7 p.m. eastern time. Information specialists respond to
callers who select Option 3 from the menu. The publications ordering
staff (Option 2) are available until 5:15 p.m. eastern time. Callers may
use the toll-free numbers 24 hours a day (with the exception of 8 a.m.
to 9 a.m. Thursdays) to access the keypad ordering and Fax-on-Demand
services from the recorded menu options.

**REQUEST RESPONSE**

Once a request is received, the appropriate response is determined by
the nature and purpose of the request as well as the resources available
to respond to the request. Requests are generally handled by providing
publications, statistics, or referrals. A combination of these responses
is often required to fully meet the user\'s information needs.
Information analysts are available to provide indepth research,
technical support, or other types of services for complex or
time-consuming requests.

If the request is received by phone, an information specialist asks for
the caller\'s name or account number, request, and deadline (if
applicable). Based on the caller\'s request, the information specialist
provides document(s), statistics, information regarding a literature
search (prepackaged or custom), or referrals to appropriate
organizations. If the request is complex or would require indepth
research, it is forwarded to an information analyst. Publication orders
are processed by publications ordering specialists.

Requests received via written correspondence or e-mail are processed
differently, but the nature of the response is the same. Requests are
first reviewed by the reference supervisor or the administrator of the
ASKNCJRS mailbox. They are then forwarded to information specialists,
information analysts, or publications ordering specialists, depending on
the nature of the request. The analyst or specialist then sends
documents, information, or referral in response to the request.

NCJRS users can provide their comments, suggestions, or complaints about
the reference service via the TELLNCJRS option. They can write to
TELLNCJRS at the NCJRS address, send an e-mail to tellncjrs@ncjrs.org,
or select the TELLNCJRS option from the NCJRS menu. This service enables
NCJRS to quickly and efficiently respond to users\' needs.

**RESOURCES USED TO RESPOND TO REQUESTS**

Reference staff make use of a number of different resources to respond
to requests. Generally, these fall into one of the following categories:

• Free or Fee-for-Service documents (see Tasks 9, Fee for Service, and
10, Document Distribution).

• Prepackaged or custom literature searches.

• Referrals.

**Free or Fee Documents**

NCJRS maintains an inventory of distribution documents covering all
areas of criminal justice, including law enforcement, corrections,
juvenile justice, victims, drugs and crime, courts, and crime
prevention. By referring to publication or inventory listings, staff can
provide users with free or fee documents that meet their research needs
from the Office of Justice Programs (OJP) agencies and ONDCP.

Many of these publications are available via NCJRS Fax-on-Demand or the
Justice Information Center home page on the World Wide Web. If users
have access to either of these, the reference staff provide them with
information on obtaining documents by these methods.

**Prepackaged or Custom Literature Searches**

NCJRS maintains the NCJRS Document Data Base, which contains citations
from more than 135,000 criminal and juvenile justice articles, reports,
publications, and audiovisual materials. These documents contain
statistics, research findings, program descriptions, congressional
hearing transcripts and other substantive information on a wide range of
criminal and juvenile justice topics.

Information specialists and analysts can access the NCJRS Document Data
Base and perform brief searches in response to requests for which NCJRS
has few or no distribution materials. They can also offer users
prepackaged literature searches on given topics or recommend that a
custom literature search be prepared by an analyst.

Information specialists or analysts may also instruct users to check
with their area libraries for the DIALOG computer system; the NCJRS
Document Data Base resides on File 21 of DIALOG. They can also suggest
that users ask area libraries or criminal justice organizations if they
have purchased the NCJRS Document Data Base on CD-ROM. Either of these
alternatives offers the user direct access to the NCJRS document
collection.

For information on how users can obtain materials from the NCJRS
collection, see the section on the NCJRS Research and Information Center
(see Task 2A, Collection of Information).

**Referral Lists**

NCJRS maintains several in-house referral lists for staff use. By using
these lists, staff can furnish users with particulars on a wide range of
criminal and juvenile justice organizations, agencies, and experts
throughout the United States. The lists are updated and validated
periodically.

**Other Resources**

NCJRS staff regularly utilize standard pertinent reference materials
(such as the Federal Bureau of Investigation\'s *Uniform Crime Reports:
Crime in the United States* and the *Federal Yellow Pages*) to respond
to requests. These reference materials are updated regularly and kept in
the Information Response Center Resource Room.

**NCJRS ONLINE SERVICES**

Disseminating information online is a cornerstone of NCJRS\'s commitment
to providing the right information to key audiences. Putting information
online on the Internet through the World Wide Web, gopher, ftp, and
listservs is a way to reach a virtually unlimited audience quickly and
inexpensively. NCJRS\'s traditional task of reaching out to target
audiences through mailings has naturally progressed to serving those
audiences online, while traditional telephone assistance has evolved
into tandem services via e-mail. Nearly all print publications emanating
from NCJRS client agencies are also provided in full text online at the
time of publication.

**NCJRS on the World Wide Web: The Justice Information Center**

The Justice Information Center (JIC) is the centerpiece of NCJRS online
activities. JIC provides:

• A rich source for the full text of hundreds of NCJRS agency
publications. Users can read publications online or download and store
them for future use.

• Most publications in both plain ASCII text format or in Adobe Acrobat
(pdf) format, which retains the graphical layout of the original print
publication including illustrations.

• Funding announcements and grant application forms, criminal justice
and juvenile justice conference calendars, and a What\'s New section
highlighting new and notable additions to the site.

• Direct links to other useful Internet sites, grouped by topic area,
making JIC a good place to start research on the Internet.

• A keyword search function to locate information on the large site.

**NCJRS Gopher.** NCJRS\'s Internet gopher describes NCJRS services and
steers users to the Justice Information Center.

**File Transfer Protocol (ftp).** All publications available on JIC are
also accessible to users who type traditional file transfer protocol
commands.

**Other Online Services**

NCJRS provides the following Internet and direct-dial online services to
serve a variety of audiences.

**Justice Information (JUSTINFO) Electronic Newsletter.** NCJRS\'s
popular electronic newsletter, JUSTINFO, details news on NCJRS agency
programs, publications, and funding opportunities. JUSTINFO also
highlights Internet happenings of interest to users such as notable Web
sites. JUSTINFO is e-mailed to subscribers on the 1st and 15th of every
month.

**Other Listservs.** Listserv software, which allows users to sign up
for discussion groups and distribution lists automatically, is used for
JUSTINFO and several other communications vehicles. OJJDP uses the
JUVJUST distribution list to communicate agency activities, and other
agencies use smaller lists to reach specialized, targeted groups.

**Other E-Mail Services.** Users can communicate with NCJRS via the
e-mail address askncjrs@ncjrs.org. New users can automatically receive
an e-mail outlining NCJRS services by sending an e-mail to
look@ncjrs.org.

Staff of the individual component clearinghouses, who are familiar with
the publications, press releases, grants, research, and funding
information of their sponsoring agencies, are responsible for placing
documents and information online. For details on online services
provided by the component clearinghouses of NCJRS, see Tasks 13 through
18.

**QUALITY CONTROL**

A variety of activities are in place to ensure the quality and
timeliness of all reference and referral services:

• An emphasis on inservice training, beginning with the 2-week training
of all new reference personnel and including training in the referral
process. In addition, staff are encouraged and given regular
opportunities to share useful information with their colleagues.

• Administrative call monitoring, guided by National Performance Review
standards.

• Scheduled testing of 800-line menus and the Fax-on-Demand system.

• The TELLNCJRS phone and e-mail options for receipt of user comments
and suggestions.

• Feedback from user surveys and the Consumer Advisory Network (see Task
7, User Surveys).

Moreover, the automated order fulfillment system ensures full control
from receipt to delivery, allowing for the tracking of incoming and
outgoing orders and customer history. Its built-in checks and prompts
promote accuracy and consistency in the entry of all information.

NCJRS online services likewise undergo quality control measures:

• Upgrades in service based on technological advances continue to keep
all features functional regardless of a user\'s Web browser.

• Staff check all additions to the Web site using a quality control
checklist to ensure consistency in layout, spelling, and grammar, and to
ensure links and files are in working order.

• All agency publications posted on the Web site go through a quality
control process to ensure accurate file creation or conversion.

• The information on the JIC and JUSTINFO is reviewed by appropriate
staff for both content and editorial quality.

** TASK 5**

** NETWORKING, CONFERENCE SUPPORT, AND**

** RELATED SERVICES**

**OVERVIEW 5--1**

**ONSITE EXHIBITIONS** **5--1**

**DOCUMENT SUPPORT 5--2**

**OUTREACH TO CRIMINAL JUSTICE PROFESSIONALS 5--2**

Criminal Justice Editors\' Group (CJEG) 5--2

International Document Exchange (IDE) Program 5--3

NCJRS Briefings and Other Services 5--3

**QUALITY CONTROL 5--3**

** NETWORKING, CONFERENCE SUPPORT, AND**

** RELATED SERVICES**

**OVERVIEW**

The Networking, Conference Support, and Related Services task under
NCJRS contributes directly to diffusion of knowledge throughout the
criminal justice community and facilitates the positioning of NIJ, other
bureaus and offices of OJP, and ONDCP, as the hub of an international
network for criminal justice information.

This task includes onsite exhibitions and document support at national,
regional, State, and local conferences and partnerships with criminal
justice professionals through such formal networks as the Criminal
Justice Editors\' Group and the International Document Exchange program.
The task also includes a variety of briefings and related services for
NIJ and VIPs.

**ONSITE EXHIBITIONS**

The conferencing component of the Networking task supports the
development of an annual conference exhibition plan; creation of NCJRS
exhibits; and coordination of logistics for onsite exhibitions on behalf
of the bureaus and offices of OJP and ONDCP. NCJRS exhibits on behalf of
NIJ at approximately 50 conferences each year. (For the number of NCJRS
exhibitions on behalf of each of the other OJP bureaus and offices and
ONDCP, refer to Tasks 13 through 18.)

Each year, a conference plan is developed that identifies national,
regional, State, and local conferences recommended for NCJRS exhibition
on behalf of OJP bureaus and offices and ONDCP. Recommended conferences
typically target a wide range of user groups, including policymakers,
criminal justice professionals, researchers and academicians,
librarians, and media representatives. Upon agency approval of the
conference plan, Networking coordinates resource support (purchase of
exhibit booth, electricity, lodging reservations, etc.) for
clearinghouse representation at the conference. Also, after
clearinghouse staff identify documents to distribute at each conference,
the documents are shipped, along with the appropriate exhibit, to the
conference site.

Onsite, clearinghouse staff agencies at the conference answer questions
and distribute agency documents. After the conference, a formal
memorandum is written reporting on conference and exhibit activities,
benefits to the agency of exhibit representation, and a recommendation
for or against exhibiting at the conference in the future.

A list of upcoming conferences at which NCJRS is exhibiting appears in
the bimonthly *NCJRS Catalog*.

**DOCUMENT SUPPORT**

The Networking task facilitates the provision of document support, on
behalf of the OJP bureaus and offices and ONDCP, to international,
national, regional, State, and local conferences. NCJRS provides
document support on behalf of NIJ at approximately 60 conferences,
workshops, meetings, or training sessions each year. (For the number of
conferences provided with document support by NCJRS on behalf of each of
the other OJP offices and bureaus and ONDCP, refer to Tasks 13 through
18.)

Networking staff coordinate this document support with reference staff.
Requests for document support most often come through agency requests
and through requests from conference coordinators to networking or
reference staff. Reference staff ensure that the most relevant
publications are identified and sufficient quantities provided, while
networking staff ensure the timely delivery of document support
materials to the conference site, following up with conference managers
to ensure that materials were received.

To support NIJ\'s conference activities, NCJRS also maintains an
automated conference calendar data base that contains information on
approximately 150 conferences held by criminal justice and related
organizations each year. Conference brochures, descriptions, and agendas
are routinely solicited from sponsoring organizations. Information
obtained is organized and entered into a data base, which staff use to
identify conferences to recommend for onsite exhibition or document
support. The conference calendar data base is a Fee-for-Service product
available on a subscription basis from NCJRS in six bimonthly issues.
The calendar may also be accessed through the Justice Information Center
home page.

**OUTREACH TO CRIMINAL JUSTICE PROFESSIONALS**

Networking includes many outreach mechanisms that complement conference
exhibitions and document support to criminal justice professionals. Two
types of formal partnership programs have been developed that are
designed to increase awareness of NIJ research efforts to selected
audiences:

**Criminal Justice Editors\' Group (CJEG)**

This group comprises approximately 120 editors of criminal justice
newsletters and journals. CJEG members receive monthly NCJRS information
packages containing the latest agency publications and announcements
from OJP bureaus and offices and ONDCP. In turn, members forward to
NCJRS the latest information from the criminal justice field. Semiannual
meetings for CJEG members are held in the Washington, D.C., area. Each
year CJEG members are contacted to see if they wish to continue their
membership and to receive their comments on the service and suggestions
for additional members.

**International Document Exchange (IDE) Program**

The IDE program involves the provision of NIJ publications to a group of
approximately 110 international organizations working in the criminal
justice field in about 50 countries. On a bimonthly basis, a list of new
NIJ documents that can be ordered without charge is sent to IDE members.
In exchange, IDE members routinely provide to NCJRS copies of
publications, agency reports, research findings, and statistical
summaries that are placed into the NCJRS collection and Document Data
Base and made available to NIJ and NCJRS users. On a yearly basis,
networking staff review the accuracy of IDE members\' addresses and
determine the extent of their participation in the exchange of
documents. Members who have contributed no documents to the exchange are
removed from membership.

**NCJRS Briefings and Other Services**

NCJRS staff routinely meet with international, national, regional,
State, and local criminal and juvenile justice system representatives to
provide briefings on NCJRS. These briefings frequently include onsite
tours of NCJRS. In addition, information packets may be compiled for
meetings and workshops of NIJ staff and VIPs and special mailings
conducted for the NIJ Director.

**QUALITY CONTROL**

For conference support services, quality control measures begin with
managerial review of the list of materials to be sent to particular
conferences to ensure that the materials match the conference agenda.
They end, as noted, with a thorough evaluation of both the value and
quality of NCJRS\'s conference participation. For networking activities
such as CJEG and IDE, the roster of contacts and members is formally
evaluated once each year as well as on a continuous basis as events take
place to maximize the fruitfulness and efficiency of NCJRS outreach
efforts.

** TASK 6**

** USER REGISTRATION AND MAIL LISTS**

**OVERVIEW 6--1**

**NCJRS REGISTRATION FORM 6--1**

**TARGETED MAILING LISTS 6--1**

**LABEL RUNS 6--2**

**QUALITY CONTROL 6--2**

** USER REGISTRATION AND MAIL LISTS**

**OVERVIEW**

NCJRS maintains a mailing list of up to 110,000 records for use in the
selective dissemination of information from NCJRS. The mailing list
comprises the list of registered users and targeted lists. Registered
users fill out a registration form that collects name and address
information and profile data. The interest profile section of the form
includes a checkoff for agency-specific interests. All the agencies that
sponsor NCJRS are represented on the form. The targeted lists consist of
lists of policymakers and other criminal-justice-related groups,
selected by the agencies in concert with NCJRS clearinghouse managers
and mail list management staff. From this entire list can be drawn a mix
of specific lists and profile data so that NCJRS can target the most
appropriate audiences for a given dissemination purpose.

The mail list is maintained as part of the order fulfillment system used
by NCJRS and is also used by the NCJRS sponsoring agencies to create
lists to send to other chosen groups with whom they are working on
specific initiatives. User services staff are responsible for the
integrity of the data in the user file, the accuracy of additions and
updates to the data, and the appropriate use of user file data in
accordance with the Privacy Act.

**NCJRS REGISTRATION FORM**

Filling out an NCJRS registration form is the first step to being listed
as a registered user. The forms are distributed at conferences,
seminars, and in response to phone or letter requests. Once users are
registered, their records are kept current through a number of
mechanisms including yearly renewal, customer-generated modifications,
returned mail, and new information provided on completed order forms.
The mail list program has capabilities for adding, modifying, and
deleting records and tracking the renewal process.

By law, each year users\' names must be removed from the mailing list
unless the users express their desire to remain on the list. To give
them this opportunity, staff send renewal cards to users on the
anniversary month of their registration; nonrespondents are moved from
an active to an inactive status. The annual renewal also ensures that
registrants have at least one opportunity each year to review the
accuracy of their records.

**TARGETED MAILING LISTS**

Since the use of targeted mailing lists began 10 years ago, the number
and nature of these lists has reflected the changing needs of the NCJRS
agencies. The targeted lists contain the names and addresses of
individuals and groups that can effect change within criminal justice or
have been identified as special audiences for new initiatives. The
targeted mail list portion of the mail file is reviewed at least yearly
by mail list management staff and NCJRS clearinghouse managers who
recommend lists for addition or deletion. When a new list is added,
staff obtain information from the list provider about the currency of
the names and addresses on the list. Unlike the list of registered
users, targeted lists are kept current by an update process rather than
a renewal process.

**LABEL RUNS**

Label files are generated and used to distribute agency documents and
support agency initiatives. During the production of an agency document,
a dissemination planning form is originated for that document. The form
is submitted to the mail list manager who then schedules a label file
run in the mail list system, using the criteria specified on the form.
Following a check on the quality of the deduping, the output of this run
is then used for a bulk mailing at the Distribution Center or sent out
on request to other groups who use the file for a mailing under agency
auspices.

**QUALITY CONTROL**

Maintaining the integrity of the user file is important to having
individuals receive products and documents in a timely manner.
Additions, deletions, and changes to the file are keyed by data entry
staff and checked by supervisory staff for accuracy and conformance to
internal standards for format, with the intensity of the review
dependent on the keyer\'s length of service and performance record.
Whenever registered users call NCJRS, their current mailing address
information is validated. Notices for change of address are contained in
each issue of the *NCJRS Catalog*, which is mailed to all registered
users.

** TASK 7**

** USER SURVEYS**

**OVERVIEW 7--1**

**SURVEY PLAN 7--1**

**SURVEY METHODS 7--1**

Telephone Surveys 7--1

Mail Surveys 7--2

Product-Specific Surveys 7--2

Online Surveys 7--2

Consumer Advisory Network 7--2

Complaint Tracking 7--2

Electronic Surveys 7--3

**QUALITY CONTROL 7--3**

** USER SURVEYS**

**OVERVIEW**

The purpose of the User Surveys task is to provide continuous feedback
from customers on how well NCJRS products and services are meeting their
needs. This task has become increasingly important with the Government's
need to fulfill requirements set forth by the National Performance
Review.

Surveys are administered using various means, including mail, telephone,
and the Internet. Planned survey activities are outlined in a user
survey plan submitted to the Government at the start of the contract.
The Surveys task also provides special support to the Government for
specialized one-time surveys on an as-needed basis. Office of Management
and Budget clearance is obtained for all activities through the
Department of Justice, Justice Management Division.

For each survey, a questionnaire is drafted, tested, and implemented,
and data received are processed and analyzed. A report summarizing the
results is prepared and distributed to the Contracting Officer\'s
Technical Representative (COTR) and Task Monitors. Meanwhile, feedback
from the surveys is continuously assessed. Recommendations for
improvements to products and services are made internally, as well as to
the client agencies.

**SURVEY PLAN**

NCJRS survey activities are guided by a user survey plan that is
submitted to the COTR and Task Monitors at the beginning of the
contract. The plan is amended during the contract period as necessary.

For each type of survey, the plan includes a description of the purpose
and methodology and a schedule for implementation.

**SURVEY METHODS**

**Telephone Surveys**

A telephone survey is conducted by reference staff to incoming callers
on the 800 lines on a predetermined day. The purpose of the survey is to
provide a snapshot of NCJRS customers on a typical day. The survey has
included questions on customer electronic capabilities and usage and
feedback on NCJRS's prerecorded phone messages. The telephone survey
includes approximately five questions and does not exceed 1 minute to
administer. This survey is conducted twice a year.

**Mail Surveys**

A customer satisfaction survey is mailed out for a set period of time
annually with all document packages leaving the Distribution Center in
fulfillment of orders. This results in a mailout of approximately 10,000
surveys. Returned surveys yield information regarding customer
satisfaction with products ordered, ways customers learned about the
products ordered, their electronic capabilities and usage, and level of
satisfaction with NCJRS services.

**Product-Specific Surveys**

These surveys elicit information on one particular product. A
questionnaire is distributed with all orders for the targeted product.
Targeted products have included the NCJRS Document Data Base on CD-ROM
and selected Resource Packages.

**Online Surveys**

Online surveys elicit feedback from users of NCJRS electronic services.
To date, one Internet survey has been conducted. This survey was sent
via e-mail to all subscribers of JUSTINFO---the NCJRS biweekly
electronic newsletter. The survey included questions regarding customer
satisfaction with NCJRS electronic services, ease of accessing
information, and information needs.

**Consumer Advisory Network**

In order to obtain more indepth feedback on products and services, NCJRS
convenes a Consumer Advisory Network (CAN) twice a year to participate
in a 1-hour teleconference. CAN members represent numerous
constituencies, including criminal justice and health professionals,
legislators, the media, and the academic community. Between 8 and 16
members participate in each teleconference.

**Complaint Tracking**

In an effort to maintain a high level of customer satisfaction, all
complaints received by NCJRS are documented and summarized in the
monthly progress report. Complaints are written up by the staff person
taking the complaint (such as an information specialist) and are passed
on to a manager. The manager follows up with both the staff member and
the customer to make sure the matter has been satisfactorily resolved.
All complaints are reviewed by the NCJRS operations manager. This
enables NCJRS to identify any patterns with respect to specific
processes or with personnel and enables the manager to take appropriate
action.

Customer complaints and suggestions received via the TELLNCJRS e-mail
address and option on the telephone menu provide important feedback as
well (see Task 4, Search, Retrieval, and Referral Service).

**Electronic Surveys**

Surveys are conducted to elicit feedback from NCJRS\'s electronic
customers, such as subscribers to JUSTINFO, the electronic newsletter.
Such surveys are useful to evaluate customer satisfaction with
information conveyed electronically.

**QUALITY CONTROL**

The professional survey methodology used to conduct this task contains a
number of built-in quality control checks:

• Pretesting of the draft survey for clarity, relevance, validity, and
appropriateness of responses.

• Benchmarking to measure performance within the standard.

• Monitoring and evaluation of the return rate against existing
standards, plus use of this information to modify procedures or improve
the instrument.

• Editcheck of keying.

• Evaluation of the survey answers, such as looking for patterns to
unanswered questions.

** TASK 8**

** CONTINUING ANALYSIS**

**OVERVIEW 8--1**

**MONTHLY PROGRESS REPORTS 8--1**

Milestone Development 8--1

Program Plan 8--1

**FINANCIAL DATA REVIEW AND REPORTING 8--2**

**DATA ANALYSIS 8--2**

**GFE INVENTORY 8--3**

**FINAL CONTRACT REPORT 8--3**

**OPERATING PROCEDURES 8--3**

**QUALITY CONTROL 8--3**

** CONTINUING ANALYSIS**

**OVERVIEW**

The Continuing Analysis function provides ongoing review for all aspects
of NCJRS products and services to ensure that the NCJRS goals of serving
the criminal justice community are met. Tracking and reporting of
program activities and costs, development of task milestones,
operational review and analysis, quality control, and development and
implementation of policies and procedures are among the responsibilities
housed in Continuing Analysis. The monthly progress report, program
plan, monthly financial summaries, and the final contract report are
chief among the program deliverables administered under this task.

**MONTHLY PROGRESS REPORTS**

A monthly progress report is submitted to the COTR, Contracts Office,
and Task Monitors detailing NCJRS activities and accomplishments for
each of the contract's 18 tasks. The report includes information such
as:

• Number of documents distributed.

• Number of products developed and in progress.

• Frequency of customer access to the various online services.

• Reference request highlights.

• NCJRS Document Data Base additions.

• Mailing list registration activity.

• Conference activity.

In addition, each monthly progress report includes an executive summary
and a statistical summary that provide an overview of NCJRS activity
over the past year.

**Milestone Development**

The monthly progress report also includes a milestone for planned
deliverables. Each milestone includes a description of the activity, an
outline of the steps to be taken for completion of the project, a
schedule for completion of each step, and an estimate of labor and other
costs. As activity on a particular project progresses, costs are tracked
using specialized accounting reports.

**Program Plan**

At the start of each contract year, milestones are developed for planned
deliverables during the contract year. The collection of milestones is
the program plan for that year. The monthly progress report serves as
the vehicle for tracking the progress of the planned activities as well
as a mechanism to outline plans for new activities. For each NCJRS task,
the plan also includes task/subtask descriptions and the number of labor
hours associated with each subtask.

At the close of the contract year, a summary report is prepared
detailing actual labor hours and costs of completed activities. The
report includes a discussion of any discrepancies between planned and
actual costs or planned completion dates versus actual completion dates.

**FINANCIAL DATA REVIEW AND REPORTING**

The review, maintenance, and reporting of all contract financial
information is housed within the Continuing Analysis task. Continuing
analysis staff are responsible for reviewing all expenses incurred on
behalf of the contract, both for appropriateness of charges and to see
if they have been charged against the correct contract activity. NCJRS
task managers are asked to perform a preliminary review of all contract
labor and other direct costs (ODCs) before these are made part of the
draft monthly Government invoice. Providing another level of quality
control, continuing analysis staff review the financial data that have
been entered into the Aspen accounting system. Continuous interaction
with NCJRS management staff to ensure the reliability of these data is
an ongoing function of this unit. Continuing Analysis provides monthly
financial summaries to all Task Monitors, the COTR, and the Contracts
Office so that they can monitor overall contract cost activity.
Continuing Analysis is also responsible for providing the Contracts
Office with detailed contract modification information as requested.

**DATA ANALYSIS**

Continuing Analysis provides up-to-date assessments of data from a
variety of sources. These sources include archival data maintained by
the project, such as monthly progress reports and data from user
surveys. Various ad hoc reports are requested by the COTR, Contracts
Office, and Task Monitors. These include analysis of labor hours and
labor costs and ODCs as they affect particular contract activities. This
information is used by internal staff to augment internal day-to-day
operations.

As part of the data analysis function, continuing analysis staff work
with other NCJRS staff to help develop products and services to support
the Fee-for-Service program. Program expenses and reviews are
continually tracked and analyzed to see how they affect the overall
performance of the contract. These observations are then used to make
operating budget adjustments and other recommendations to enhance
program operations and performance.

Continuing Analysis largely serves as a resource to all tasks. The
information it provides is helpful and enlightening to project tasks
across the contract. Examples of information shared with other tasks are
as follows:

• Registered user characteristics.

• Budget information.

• Milestone status reports.

• Operations analysis.

• Fee-for-Service analysis.

• Analysis of hours for Publication Support Services.

• Results of user surveys.

• Other contract-related analysis.

**GFE INVENTORY**

Continuing analysis staff perform an annual inventory of all Government
Furnished Equipment (GFE). This inventory report is due on January 31
following the year reported on. Continuing Analysis maintains a computer
file that is updated throughout the year as GFE purchases are made. A
physical inventory is matched against the automated file to ensure an
accurate accounting of equipment and furniture as well as their
locations. Requests to retire GFE inventory are made in writing to the
Contracts Office, as needed.

**FINAL CONTRACT REPORT**

A draft and final contract report, in narrative form, is due prior to
the end of the contract. Continuing analysis staff coordinate the
development of the report, including any pertinent charts or tables, and
work with task managers to incorporate any changes to the draft as
recommended by the COTR. The report includes statistics about program
performance, such as reference requests, document distribution, and
publications that are gleaned from the monthly progress reports produced
over the 4 years of the contract. The report is organized by task, with
the initial draft reviewed by the COTR before NCJRS issues the final
report.

**OPERATING PROCEDURES **

Standard contract operating procedures provide up-to-date information
about the workings of each NCJRS task. The Continuing Analysis task
provides the coordination and comprehensive understanding of NCJRS
operations that are needed to produce the written procedures.

**QUALITY CONTROL**

Quality assurance measures for financial reporting include the
following:

• Review for accuracy of all invoices claimed against the contract by
vendors.

• Managerial review of reports detailing labor and other direct costs.

• Analysis of output versus cost for each task.

• Analysis of actual versus planned costs to measure reliability of cost
estimates.

• Maintenance of cost backup, financial records, and contract
modifications in a central location.

** TASK 9**

** FEE FOR SERVICE**

**OVERVIEW 9--1**

**PRODUCTS AND SERVICES 9--1**

Information Products 9--2

Access Products 9--2

Customized Information Services 9--2

Special Services 9--2

**PRODUCT DEVELOPMENT AND PRICING 9--2**

**MARKETING 9--3**

**COMPLIMENTARY DISTRIBUTION 9--4**

**ACCOUNTING 9--4**

**QUALITY CONTROL 9--4**

** FEE FOR SERVICE**

**OVERVIEW**

The Fee-for-Service (FFS) program offers users products and services of
OJP bureaus on a cost recovery basis (user fees). The program includes
developing, marketing, and selling products and services and collecting
and accounting for revenue.

The operation of the FFS program enables component agencies to fulfill
their missions by providing an expanded level of service and access to
criminal justice information as well as to produce and disseminate a
broader range of information products. The FFS program is also the
vehicle to provide these expanded services and products to a wider, more
diverse audience that includes not only criminal justice professionals
but also other professionals whose interest may be in related
disciplines as well as the general public. The program enhances an
agency\'s information dissemination while reducing the Government\'s
costs. Each year a threshold goal is established for NCJRS FFS revenue,
by component clearinghouse.

The program is governed by Office of Management and Budget circulars
A-130 and A-25. These circulars provide the guidelines for cost recovery
for Federal agencies and define the elements of cost that can be
recovered. These elements are reviewed while the product is in the
development stage, and a decision is made on whether there is a market
for the product and if the potential users will be willing to pay the
established price for the product or service. All prices are submitted
for agency approval before marketing or distributing the product begin.

Each month FFS activities are included in the NCJRS monthly progress
report. This report includes a review of the significant program
activities, complimentary distribution, and sales activity.

**PRODUCTS AND SERVICES**

The NCJRS FFS program offers products and services in four areas:

• Information products.

• Access services.

• Customized information services.

• Special services.

Creative ideas are tempered with standard business practices to make
sure products and services selected for the FFS program will recover
costs as expected.

**Information Products**

These products provide substantive information, in both full text and
summary form and using both print and audiovisual media, to various
segments of the user community. Some products, such as the NIJ Crime
File and Research in Progress videotape series, can be used by trainers
and educators. Others, such as searches of the NCJRS Document Data Base,
are useful for criminal justice researchers and students.

**Access Products**

Some products make it easier for users to access the resources of NCJRS.
For instance, the NCJRS Document Date Base is copyrighted and is leased
to DIALOG, an online service. Royalties generated under the leasing
agreement are processed through the FFS program.

**Customized Information Services**

The Fee-for-Service program enables users to obtain a variety of
services that go beyond the provision of immediate information over the
telephone or by mail. Interlibrary loan and copy reproduction services
fall into this category as do custom searches and responses to requests
for time-consuming fact finding or research synthesis.

**Special Services**

Customers who need rush handling or large quantities of documents are
charged fees for these special services.

**PRODUCT DEVELOPMENT AND PRICING**

NCJRS component managers introduce concepts for new products and
services to their Task Monitors. In the simplest case scenario, this may
be a recommendation to continue distribution of an out-of-print
publication by including it in the FFS product line. In more involved
instances, NCJRS staff may have noted a demand for more detailed
information on a particular topic and may recommend a prepackaged search
product, an information or resource product, or a software product as a
means to provide users with the detailed information desired.

Often, NCJRS staff are aware of ongoing agency initiatives that include
a final product such as a full report, videotape, or computer product
that will benefit users. In those instances, an inquiry is made of the
Task Monitor to determine if the agency would like to enter the grantee
final report into the FFS program. If this step is not pursued, the
final product may get only limited exposure. To provide wider
distribution through publication would entail a large expense. In these
instances, making the product available for a fee can ensure wider
dissemination without the agency needing to incur undue expenses.

Once it is determined that there is interest in including the product in
the FFS program, a price is established. All prices established by NCJRS
are designed to recover all costs associated with the product or
service. In accordance with Office of Management and Budget circular
guidelines, prices are based on the following elements: development,
packaging, reproduction, processing and postage, marketing, and
administration. Examples of factors included in these elements are
highlighted below.

• Development costs may include the editing of a document; the designing
of a publication, information piece, or product container; and the
writing of collateral materials or guides to additional sources of
information.

• Packaging costs may include covers for publications, jewel cases for
CD-ROM products, and labels and sleeves for videotapes.

• Reproduction costs may include printing, photocopying or image
reproduction, videotape dubbing, or diskette replication.

• Processing and postage costs may include handling of the request by
telephone, letter, or order form; data entry of the request; fulfillment
of the order; and the actual shipping or postage charges.

• Marketing costs may include labor costs to produce marketing material,
printing or reproduction of marketing materials, and mailing costs for
promotional vehicles.

• Administrative costs may include activities such as accounting of
costs and revenue; the processing of payments; and operating expenses to
sustain the FFS program.

All of these elements are included when the price is submitted to the
agency Task Monitor for approval.

**MARKETING**

Once identified, FFS products are reviewed to determine what segment of
the criminal or juvenile justice audience would be most interested in
receiving the product. For many of NCJRS\'s existing audiences,
marketing activities take advantage of existing vehicles. These include
the *NCJRS Catalog*, drop-in notices in other agency publications,
conference displays, availability announcements with the Criminal
Justice Editors\' Group, and the use of online resources (listservs, Web
sites, and electronic bulletin boards).

For specialized products or services, other marketing strategies may be
used. These may include direct mailing to targeted groups and placement
of advertisements in designated newsletters or journals in the subject
area.

All costs associated with any specialized marketing must be closely
considered while pricing a product. To fully recover costs, marketing
costs must be included in pricing the product. Marketing activities that
are unscheduled drive down the recovered unit cost and do not allow for
full cost recovery.

**COMPLIMENTARY DISTRIBUTION**

NCJRS recognizes that the primary mission of the OJP bureaus is to
ensure that valuable research and programmatic information is
disseminated to the criminal and juvenile justice community. As a
result, there are times when FFS products and services are distributed
without charging the user fee. To accommodate this need, procedures are
in place to track complimentary distribution.

Priority service is given to elected officials and staff of the
President, Congress, and the Supreme Court as well as all Department of
Justice (DOJ) users. Another level of priority attention is given to
other Federal officials; State, local, and foreign government agencies;
and OJP grantees. Each priority group is subject to the standards
established in the priority user plan. Exceptions to these standards are
subject to the approval of the Task Monitors.

**ACCOUNTING**

All labor hours and other costs associated with the FFS program are
segregated from those required to support primarily clearinghouse
activities. For this reason, the accounting system for the FFS program
closely tracks revenue, product sales, and program operation costs.

These expenses are separated on the monthly invoice for each agency
along with the revenue by agency for each month. This provides the
Government with the expenditure and revenue amounts and the impact on
the contract for the month.

**QUALITY CONTROL**

For the FFS program to achieve its objectives, pricing must be realistic
and orders must be filled promptly and accurately. The following are
among the quality control measures that must take place:

• Use of a specially prepared pricing worksheet for determining the
price that will recover costs in accordance with Office of Management
and Budget guidelines.

• Pretesting of products.

• Shipping of all FFS products via a traceable method.

• Survey of users after their receipt of FFS products to determine their
satisfaction with the value of the product and the promptness of its
delivery.

** TASK 10**

** DOCUMENT DISTRIBUTION**

**OVERVIEW 10--1**

**ORDER FULFILLMENT 10--1**

Processing 10--1

Shipping 10--1

**BULK MAILING 10--2**

**INVENTORY MANAGEMENT 10--2**

Receipt of Documents 10--2

Recycling 10--3

Threshold Reports 10--3

**MESSENGER SERVICE 10--3**

**QUALITY CONTROL 10--3**

** DOCUMENT DISTRIBUTION**

**OVERVIEW **

NCJRS distribution activity is performed at the Aspen Systems
Distribution Center in Annapolis Junction, Maryland, through a data link
that creates a direct flow of information between the Distribution
Center and reference staff in Rockville, Maryland. The data linkage
allows all orders processed regardless of location to be combined daily
for the printing of picking and packing tickets twice a day. Similarly,
inventory information input at the Distribution Center automatically
updates NCJRS\'s fulfillment system in Rockville. Services provided from
the Distribution Center include:

• Order fulfillment.

• Bulk mailing.

• Inventory management.

• Messenger service.

**ORDER FULFILLMENT**

**Processing**

All orders are entered into the NCJRS order fulfillment system by
information specialists, publications ordering specialists, or data
entry clerks. Orders are received via a variety of methods including:

• Telephone.

• Order forms.

• Fax.

• The Internet.

• Letters.

• Keypad ordering (through the *NCJRS Catalog* only).

All NCJRS orders are processed within 3 to 5 days except *NCJRS Catalog*
orders that are batched separately to take advantage of bulk mailing
discounts and require 6 to 9 weeks. Each order receives a quality
control review consisting of checks of all the material selected and
verification that the correct title and quantity were selected for each
order.

**Shipping**

The shipping method is indicated on the picking/packing ticket, ensuring
that the correct clearinghouse postage account has been noted. Staff use
their knowledge of U.S. Postal Service regulations as well as
alternative carriers such as the United Parcel Service, Federal Express,
and international mailing services to select the most efficient and
cost-effective method for shipment.

Postage reports, which are generated daily, break out the expenses of
each NCJRS component clearinghouse. This information is used to compile
the monthly invoice for the Government.

**BULK MAILING **

In support of NCJRS, the fulfillment staff process mailings ranging in
size from several hundred pieces to 80,000. Component clearinghouse
managers work closely with the Distribution Center to schedule bulk
mailings in accordance with dissemination plans. These dissemination
plans are usually prepared by NCJRS component clearinghouse staff and
approved by agency Task Monitors. The supervisor of mail list management
is provided with the audience information that enables a label file to
be created.

This label file is developed in accordance with the Distribution
Center\'s postal mailing form, which identifies the NCJRS agency, bulk
mailing quantity, and the applicable postal discount. These mailing
files are run through postal software to meet all postal requirements
for address accuracy and applicable discounts.

The mailing file is transmitted to a computerized labeling system for
addressing the document and sorting, bagging, and tagging the material
for shipment. The postal reports for the shipment are input into an
indicia mail-tracking system in preparation for quarterly reporting to
Task Monitors.

**INVENTORY MANAGEMENT**

The document distribution process is dependent on a well-managed
inventory to ensure that documents are available for distribution.

**Receipt of Documents**

The receiving process for an incoming shipment begins before the
material arrives at the Distribution Center. Advance notice of incoming
shipments is received via the Notice of Pending Delivery. Distribution
Center staff maintain a file of the Notice of Pending Delivery forms in
the receiving area for accurate identification of pending shipments.

When a delivery is made, the following actions take place:

• Material is unloaded and moved to the staging area.

• The document title and quantity are verified.

• A brief inspection of printing quality is conducted. The process stops
here if the document has poor-quality printing, smudges, wet ink, or
other deficits. The appropriate component clearinghouse manager is
notified.

• A location is established for storage, a location card is filled out,
and the document is put into the Distribution Center locator and NCJRS
order fulfillment systems.

• Samples of the document are forwarded to NCJRS clearinghouse managers
along with the receiving ticket. Samples are not distributed if the
document is placed on \"hold\" status by a component clearinghouse
manager or agency official.

**Recycling **

To ensure that the Distribution Center maintains adequate storage
capabilities for incoming material from OJP agencies and ONDCP and to
control the cost of storage, a systematic method of purging the
inventories is implemented.

Recycling reports are generated periodically from the order fulfillment
system. These reports provide the date a document was entered into
inventory and review its distribution patterns. Clearinghouse staff
provide recommendations regarding the document\'s currency and whether
any or all of the inventory quantity should be recycled.

**Threshold Reports**

When a document is entered into inventory, a threshold amount for the
document is established. This threshold amount is used as a tickler to
ensure that the agency is given adequate notification when the inventory
amount for a document is getting low. Periodically, threshold reports
are generated from the order fulfillment system to monitor which
documents have reached the threshold level. This information is then
used to make recommendations to limiting distribution to response to
special requests or to having the document reprinted or both.

**MESSENGER SERVICE **

Daily messenger runs provide for the delivery of materials between the
Distribution Center, NCJRS operations in Rockville, and the OJP agencies
and ONDCP. If there is a request for messenger service after the
messengers leave for their destinations, special messenger service can
be arranged.

**QUALITY CONTROL**

A variety of measures ensure quality control in order fulfillment,
inventory management, bulk mailings, postage management, and messenger
service:

• A sampling system (100 percent of VIP, conference, and agency requests
and 25 percent of all other orders) is in place to ensure that all
requested documents are packed for each order.

• Quantities of documents to be added to the inventory are verified by
physical review of the shipment and confirmation with the component
clearinghouse. Other inventory quality control measures include a count
process for routine maintenance of inventory integrity and the weekly
running of threshold reports to highlight low-stock items.

• Managerial review of bulk mailing reports to verify the quantities and
the timeliness of the mailing.

• Quarterly postage reports confirming bulk mailing costs, by agency,
and manual and electronic review of postage for individual shipments.

• Use of handcarry slips and a log to verify receipt of critical
materials delivered to and from component agencies by messenger.

** TASK 11**

** PUBLICATION SUPPORT SERVICES**

**OVERVIEW 11--1**

**SUPPORT FOR NIJ PRINT PUBLICATIONS AND PRODUCTS 11--1**

**SUPPORT FOR NCJRS PUBLICATIONS AND PRODUCTS 11--2**

**SUPPORT FOR NIJ/NCJRS IN NONPRINT MEDIA 11--4**

**SUPPORT FOR PUBLICATIONS AND PRODUCTS OF OTHER AGENCIES 11--4**

**EDITORIAL SERVICES 11--4**

**GRAPHIC SERVICES 11--5**

**MONITORING AND MILESTONES 11--6**

**WORKFLOW AND QUALITY CONTROL 11--6**

** PUBLICATION SUPPORT SERVICES**

**OVERVIEW**

The provision of publication support is essential to the mission of
NCJRS and its sponsoring agencies to effectively communicate criminal
justice information. This support is accomplished primarily through the
provision of editorial and graphic services for the preparation and
promotion of agency and NCJRS publications and products. Task 11
specifically addresses NIJ publications and NCJRS products, as
delineated in the Statement of Work. The preparation of publications for
other OJP agencies is addressed in Tasks 13 through 17.

NIJ publications include several series of summary publications, full
reports, and the *NIJ Journal*, for which editorial and graphics
professionals perform a range of publication support services from
creation of original text, through editing, graphic design, layout, the
preparation of camera-ready copy (now primarily via electronic files)
for GPO printing, and conversion and uploading of publications to the
World Wide Web. Similar support is given to the preparation of NCJRS
products and for the preparation of conference folders, signs, badges,
and tent cards and for the design and production of exhibits at
conferences at which NIJ and NCJRS will be represented.

In all these activities staff providing publication support work in
close coordination with other NCJRS staff, particularly those
responsible for reference, networking, and distribution functions, and
with Task Monitors and their staff.

Particular attention is devoted to quality control, accomplished both
through professional reviews of text and graphics at every stage of
production and the use of templates, checklists, style guides, and other
means of achieving consistency and conformance to accepted standards.

**SUPPORT FOR NIJ PRINT PUBLICATIONS AND PRODUCTS**

Most NIJ print publications and products highlight significant research
or programs supported by NIJ and are produced from an original draft or
other materials prepared by NIJ or the grantee who conducted the
research or operates the program. Publication support usually begins
with editing of the draft, continues with design and layout, and
concludes with preparation of camera-ready art for GPO printing and
files for uploading on the Justice Information Center Web site. This
work is done for the NIJ products described below.

***National Institute of Justice Journal.*** The articles in the
*Journal* are frequently clustered around a particular topic, like
community policing or illegal drugs. The *Journal*\'s emphasis is on
attractiveness, eye-catching photos and illustrations, and a clear
writing style appropriate for both professional and lay audiences.

**NIJ Annual *Program Plan* and Solicitations.** These publications
focus on NIJ\'s research agenda for the year and solicit applications
from members of the academic and research community to carry out
individual studies. Like all funding documents, they are time sensitive
and must usually be prepared within a short timeframe.

**Research in Brief and Research in Action Reports.** Publications in
these two series summarize the findings of research and evaluation
projects sponsored by NIJ. Generally, they are 6 to 12 pages long and
contain exhibits and reference notes. They are usually drafted by the
researchers who conducted the studies, and they sometimes require
substantive editing and reorganization to present the information in the
clearest way possible.

**Program Focus.** Titles in this series describe innovative programs
that illustrate fruitful approaches to criminal justice problems. The
emphasis is on capturing a wide audience of readers.

**Research Previews.** These single-sheet, two-page summaries report on
the progress of individual research efforts. Each is generally drafted
by a writer/editor from materials supplied by the researcher.

**Research in Progress Previews.** Similar to Research Previews, these
four-page publications summarize monthly seminars conducted by NIJ. The
seminars consist of 60-minute lectures and answers to audience questions
from well-known criminal justice researchers. The third and fourth pages
promote all the tapes in the series and contain an order form.

***NIJ Publications Catalog*.** To ensure that information about all NIJ
publications and products is continuously available to NIJ\'s various
target audiences, NIJ publishes annual updates of its *Publications
Catalog*, which lists NIJ publications and videotapes and contains an
order form for obtaining copies.

**Research Reports.** These longer reports (up to several hundred pages)
of completed research sponsored by NIJ present detailed results and the
research methodology for specific criminal justice audiences.

**Fliers, Brochures, Posters, and Other Print Materials.** These
materials are produced at NIJ request to support conferences or NIJ
programs. Frequently these are prepared under tight deadlines generated
by the dates of the conferences. Drafts may be prepared by publication
support services staff or by agency staff.

**SUPPORT FOR NCJRS PUBLICATIONS AND PRODUCTS**

As part of its dissemination function, NCJRS produces a variety of
printed and electronic materials to inform criminal justice and juvenile
justice audiences about the clearinghouse and the resources available
through it. Publication support services work ranges from the simple
preparation of covers for search products to the writing, editing,
design, and preparation of camera-ready files for GPO printing.

***NCJRS Catalog*.** This bimonthly product communicates the latest
information on the products and services available from agencies
supported by NCJRS and on major additions to the NCJRS collection. It
serves as the ongoing means to keep criminal justice practitioners and
policymakers apprised of the resources that can help them prevent crime
and administer justice. The *NCJRS Catalog* serves as the chief link to
the comprehensive resources of OJP agencies as supported by NCJRS. The
*Catalog* has seven sections:

**• Just In.** This section, by far the largest in the issue, describes
significant new books, reports, and other materials that have just been
added to the NCJRS Document Data Base, including all newly released OJP
publications.

•** Justice in the Journals.** This section extends the provision of
research information to encompass articles in other Government
publications and commercial journals.

•** Justice on the Net.** This one-page section announces criminal
justice information available on the Internet, including new Web sites
and data bases.

•** NCJRS Collectibles.** This section seeks to acquaint new users (or
remind old users) of significant reports of OJP agencies that have been
published in recent years and are still available from NCJRS.

•** For Your Information.** This section highlights news items of
interest to the criminal justice community, such as calls for papers,
new products or services, recent news releases, and announcements of
upcoming conferences.

•** Justice International.** Reflecting NCJRS\'s standing as an
international clearinghouse (see Task 5, Networking, Conference Support,
and Related Services), this section presents announcements about
NCJRS\'s international activities, international criminal justice
research findings, and a list of international conferences.

•** Grants and Funding.** This section lists recent awards from OJP
agencies and includes names, addresses, and telephone numbers of the
organizations performing the research.

In addition to these departments, the *NCJRS Catalog* features an
advertisement updating readers on the electronic files of NIJ-sponsored
research data available from the National Archive of Criminal Justice
Data at the Inter-university Consortium for Political and Social
Research at the University of Michigan.

Each issue of the *NCJRS Catalog* contains an order form to make it
simple for readers to obtain materials described in the issue that are
available from NCJRS.

The full text of the *NCJRS Catalog* (including the order form for
online ordering of free documents) is available on the Justice
Information Center Web site.

***NCJRS User\'s Guide*.** The *User\'s Guide *helps each user find out
not only about NCJRS, its holdings, and its component clearinghouses but
also about the various means that have been developed to make
information access easier and speedier. The *NCJRS User\'s Guide* also
provides a description of the products and services of each agency
supported by NCJRS.

**Rolodex Cards, Business Cards, and Stationery.** Publication support
includes the design and preparation of camera-ready art for GPO printing
of these materials.

**Other Print Support.** In addition, publication support is provided
for covers and packaging of NCJRS information products, and editorial
support is given for special reports that may be prepared by the
clearinghouse to document its activities.

**SUPPORT FOR NIJ/NCJRS IN NONPRINT MEDIA**

Publication support services are occasionally required for the
preparation of materials in media other than print. Audiovisual
materials include audiotapes and slide tapes to promote or inform
criminal justice audiences and the public about criminal justice issues
and programs. Services provided include writing and scripting,
production, and duplication of the materials for distribution free of
charge or through the Fee-for-Service program (see Task 9, Fee for
Service).

The Publication Support Services task is also required for the
development of electronic and online products. For instance, for
JUSTINFO, the NCJRS listserv, support involves writing and uploading the
NCJRS electronic newsletter to about 6,000 subscribers. The newsletter
is disseminated twice monthly through e-mail and emphasizes news and
recently released publications from all the OJP agencies.

For the Justice Information Center, the NCJRS World Wide Web site,
publication support services have included the design of the home page
and other elements of the site. Publication support services staff also
provide PDF, ASCII, or HTML files of all publications for uploading on
the site.

**SUPPORT FOR PUBLICATIONS AND PRODUCTS OF OTHER AGENCIES**

Publication support services are provided as well for the other agencies
sponsoring NCJRS and their component clearinghouses. For information on
individual publications and products of these agencies and
clearinghouses, see Tasks 13 through 17. The procedures and quality
standards for accomplishing the Publication Support Services task that
are described in detail below apply to work done for all the sponsoring
agencies and component clearinghouses of NCJRS.

**EDITORIAL SERVICES**

Editorial staff write, substantively edit, or copyedit the drafts of NIJ
publications, the *NCJRS Catalog*, and other NCJRS information products,
submitting clean versions for agency review, changes, and final
approval. The *GPO Style Manual* serves as the prime authority for
editorial decisions, supplemented as necessary by dictionaries, grammar
and punctuation manuals, and other professional reference works.

**Original Writing.** Original writing is required for promotional and
informational materials including fliers and brochures, articles for
agency journals, and occasional introductions and individual sections of
other publications. Original drafts are prepared from substantive
materials supplied by agency or NCJRS staff. These must be tailored to
the purpose and audience for the publication with respect to content,
depth of information, and tone.

**Rewriting and Substantive Editing.** Generally, draft research reports
and summaries may need to be reorganized to highlight the most important
information, or they may need to be recast for a nontechnical audience.

**Copyediting.** The purpose of copyediting is to ensure correctness of
grammar and punctuation, consistency and accuracy of spelling, and
conformance to GPO style. Copyediting also includes eliminating
redundancy, wordiness, and unnecessary jargon; imposing consistency of
format such as levels of heads and use of bullets and bibliographic
style for footnotes and references; and ensuring proper sequencing,
referencing, and consistency of information in the exhibits accompanying
the text.

**GRAPHIC SERVICES**

**Design.** New products, publications series, or families of products
require the submission of several professional designs that take into
account the agency\'s audience and other products as well as the
proposed new product. Artists prepare two or more designs, suggest
colors, and offer alternatives to meet specific agency requirements.
Reports require both cover designs and designs for chapter headings and
treatment of text. Design services also include the creation of logos
and other graphic images.

**Layout.** The artist prepares a laser layout of the approved text
according to the approved design. The layout may incorporate sidebars
and screened material as well as charts, tables, and other exhibits
using a variety of software packages to ensure efficient, accurate
representation of numerical and text data. Photographic illustration may
involve photo searches, photo shoots, and the scanning, cropping, and
placement of photos in the laser layout.

**Camera-Ready Production.** Following agency approval of the laser,
graphics staff prepare NIJ publications for printing by GPO, generally
through the submission of an electronic file on high-density or Syquest
disks, with accompanying instructions, printer\'s dummy, color
separations, and DOJ-2 and other necessary forms specifying printing
instructions.

**MONITORING AND MILESTONES**

Milestones are drawn up for all publications and products prepared for
NIJ and other NCJRS sponsoring agencies. Both budgets and deadlines are
monitored regularly and progress reported in the NCJRS monthly progress
report. Appropriate NCJRS and component clearinghouse staff conduct
substantive reviews of work done under Publication Support Services, and
agency Task Monitors or their designees review and approve publications
at draft, layout, and camera-ready stages. These reviews, together with
the quality control procedures delineated below, ensure that all
publications conform to agency standards for accuracy, style, and
format.

**WORKFLOW AND QUALITY CONTROL**

The foregoing tasks and services are accomplished according to
professional procedures established for publication support services.
These procedures ensure that jobs are promptly and appropriately
assigned and work meets quality, timeliness, and efficiency criteria.

A production tracking sheet accompanies each job through production so
that editorial and graphic staff, together with supervisors and quality
control specialists, can record their reviews. This ensures that
deadlines have been met and all steps completed.

All editorial work, whether it will result in a print or electronic
product, is proofread and reviewed for editorial correctness and
substantive accuracy. Before it is submitted to agency review, each
draft must meet established criteria for clarity, succinctness, and
appropriate language and tone for the audience in addition to
consistency, grammatical correctness, and conformance to GPO style. Once
all reviews are completed and requested changes made, the final,
corrected draft is read by an editorial quality control specialist and
given to the assigned artist for layout and camera-ready production,
along with instructions and information on the treatment of heads,
subheads, and other elements that affect the layout.

All graphic work, whether it will result in a print or electronic
product, is proofread and reviewed to ensure accuracy, artistic quality,
and conformance to preapproved designs and templates. The final
camera-ready hardcopy and/or electronic files also undergo a final
quality control review to ensure all materials are complete and satisfy
DOJ guidelines and GPO printing requirements.

Virtually all documents prepared with communications support are
prepared for online dissemination. A set of instructions and checklists
for both graphics and editorial staff ensure that conversions are
carried out consistently and thoroughly so that online versions of the
documents remain faithful to the original text.

** TASK 12**

** NATIONAL INSTITUTE OF JUSTICE LIBRARY**

**OVERVIEW 12--1**

**REFERENCE AND DATA BASE SEARCHING 12--1**

**INTERLIBRARY LOAN 12--1**

**PERIODICAL COLLECTION MAINTENANCE 12--2**

**TRAINING AND ORIENTATION FOR NEW USERS 12--2**

**TECHNICAL ASSISTANCE AND TRAINING 12--2**

**QUALITY CONTROL 12--2**

** NATIONAL INSTITUTE OF JUSTICE LIBRARY**

**OVERVIEW**

The National Institute of Justice Library, also known as the Online
Research and Information Center (ORIC), is located onsite at the OJP
office building. ORIC is funded by NIJ, managed through NCJRS, and
serves all of the OJP agencies.

The objective of ORIC is to provide online resources and library
services to NIJ and other OJP personnel. Specific services include
reference and data base searching, interlibrary loan, periodical
collection maintenance, training and orientation for new users, and
technical assistance and training for OJP employees on accessing online
resources.

**REFERENCE AND DATA BASE SEARCHING**

The ORIC coordinator is available to respond to reference requests from
OJP employees as well as Visiting Fellows and other guests of OJP
agencies. Reference requests can include requests for specific research
assistance or publications. The ORIC coordinator mainly uses online
resources to respond to research requests, by accessing both in-house
and outside data bases. New online resources are constantly sought out.
Once they are identified, OJP staff are notified and demonstrations are
provided.

If a specific publication by an OJP agency is requested, the ORIC
coordinator provides a copy if it is in the ORIC inventory. If it is
not, the publication is requested from NCJRS. If an OJP employee
requests a non-OJP document, the appropriate data bases are searched and
the document is acquired through interlibrary loan or downloaded from
the Internet.

Other library resources include a core collection of key criminal
justice literature and a reference collection consisting of
dictionaries, directories, encyclopedias, CD-ROMs, and other tools used
by the ORIC coordinator to answer reference questions. Some of the
important resources that were previously available only in hardcopy
format are now available online, many of which are accessible at no
cost. Hardcopy reference materials are reviewed by the ORIC coordinator
and updated when necessary.

**INTERLIBRARY LOAN**

Interlibrary loans allow agency staff to obtain documents that are not
housed in the ORIC collection. Most ORIC interlibrary loan requests are
for documents contained in the NCJRS collection and are submitted to
NCJRS for fulfillment. Requests are relayed to NCJRS library staff with
the NCJ numbers to ensure prompt delivery to OJP staff. Records of these
loans are kept so that overdue books can be retrieved.

If a requested document is not owned by NCJRS, the ORIC coordinator
searches OCLC and other document delivery systems and organizations. An
interlibrary loan form is completed and submitted to the lending library
or a request is transmitted through the OCLC or other system network.

**PERIODICAL COLLECTION MAINTENANCE**

ORIC subscribes to more than 50 periodicals that reflect the topics and
initiatives of most importance to NIJ. Upon receipt of the journal or
newsletter, the document is stamped "ORIC" and placed on the reference
shelf for patrons to review. Logs are kept to indicate the receipt of
the most recent issue. OJP employees may check out periodicals and books
by signing them out in a centrally kept log. Subscriptions are reviewed
annually by the ORIC coordinator and NCJRS staff. Recommendations for
renewal are submitted to NIJ for review.

**TRAINING AND ORIENTATION FOR NEW USERS**

Training is provided for new NIJ and OJP staff to acquaint them with
ORIC and its services. The objective of this training is to quickly
orient new employees with the tools available to assist in their
research and outreach efforts such as online data bases, the Internet,
and the World Wide Web. Tours of the ORIC facility and customized
training are conducted for OJP visitors and guests. These are
coordinated with the NIJ COTR and can be requested by any OJP staff
person.

Comment cards are prominently placed to encourage users to comment on
services and suggest improvements.

**TECHNICAL ASSISTANCE AND TRAINING**

Technical assistance and training are provided to all NIJ and OJP
employees on an ongoing basis. This activity keeps them apprised of the
latest information technology available to aid them in research efforts.
The ORIC coordinator also provides private tutorials and group training.
A followup survey is conducted to determine the training\'s usefulness
to its recipients.

**QUALITY CONTROL**

Logs are maintained to record transactions so they can be tracked. Users
of ORIC are encouraged to report any difficulties in accessing materials
and information so that any problems can be corrected.

** TASK 13**

** JUVENILE JUSTICE CLEARINGHOUSE**

**OVERVIEW 13--1**

**COLLECTION AND ANALYSIS OF INFORMATION 13--1**

**SEARCH, RETRIEVAL, AND REFERRAL SERVICE 13--1**

**NETWORKING, CONFERENCE SUPPORT, AND RELATED SERVICES 13--2**

**USER REGISTRATION AND MAIL LISTS 13--3**

**DOCUMENT DISTRIBUTION 13--3**

**PUBLICATION SUPPORT SERVICES 13--4**

**AGENCY SPECIAL SUPPORT 13--5**

**MANAGEMENT AND ADMINISTRATION 13--5**

**COMPUTER OPERATIONS 13--6**

** JUVENILE JUSTICE CLEARINGHOUSE**

**OVERVIEW**

The Juvenile Justice Clearinghouse serves the Office of Juvenile Justice
and Delinquency Prevention, Office of Justice Programs, U.S. Department
of Justice, and is a component clearinghouse of the National Criminal
Justice Reference Service (NCJRS). The Clearinghouse supports the
agency\'s Information Dissemination Unit, which is charged with
collecting, publishing, and distributing information regarding OJJDP
research and program initiatives as outlined in the Juvenile Justice and
Delinquency Prevention (JJDP) Act of 1974 as amended, under Part C,
Section 242. The Clearinghouse links OJJDP\'s publications, research
findings, and program information to juvenile justice policymakers,
researchers, practitioners, and the public through a broad spectrum of
services. This is accomplished by collecting juvenile-focused
publications and resources for inclusion in the NCJRS Document Data
Base, responding to requests for assistance from the juvenile justice
community, distributing publications through individual and bulk orders,
maintaining mailing lists of persons interested in juvenile justice
information, performing networking and outreach functions such as
conference attendance, providing editorial and graphics support to
produce publications and other information products and resources,
providing assistance to OJJDP staff, offering management and
administrative oversight and reporting, and providing technological
support through computer operations. Many clearinghouse activities are
coordinated with those similar to other component clearinghouses that
support the National Institute of Justice, the Office for Victims of
Crime, the Bureau of Justice Statistics, the Bureau of Justice
Assistance, and the Office of National Drug Control Policy.

**COLLECTION AND ANALYSIS OF INFORMATION **

The Clearinghouse is responsible for collecting and processing 1,020
publications annually for inclusion in the NCJRS Document Data Base and
library collection. The publications range from OJJDP-sponsored and
OJJDP-produced publications, journal articles, and conference
proceedings to evaluation results and training curriculums. For more
detailed information about NCJRS\'s information collection, see Task 2A,
Collection of Information, and Task 3, Analysis of Information.

**SEARCH, RETRIEVAL, AND REFERRAL SERVICE**

Through the original Statement of Work and subsequent modifications, the
Clearinghouse is expected to respond to 4,100 requests per month (an
average of 50,000 requests annually) for information on juvenile justice
and delinquency prevention, including requests for OJJDP publications
and information on grants, funding, and other training and technical
assistance opportunities. Requesters can access and receive information
from the Clearinghouse through a toll-free 800 line; the *NCJRS
Catalog*; Internet listservs---JUVJUST and JUSTINFO; an e-mail address;
World Wide Web pages for OJJDP and NCJRS (the Justice Information
Center); Fax‑on-Demand and fax broadcast capability; and keypad ordering
services. Each of these information sources is updated by the
Clearinghouse on a regular basis to feature new OJJDP publications,
programs, and initiatives. For example, new publications released by
OJJDP will be featured in the New Publications section of OJJDP\'s home
page; a posting to JUVJUST and JUSTINFO with summary and availability
information; an announcement on the 800-line phone menu; and an
advertisement in the *NCJRS Catalog*. Documents of appropriate length
will also be made available in full text on the Fax-on-Demand system.
Each of these methods of providing access to information is monitored
using information provided by Computer Operations for levels of usage in
comparison to cost information provided by Continuing Analysis.
Recommendations for changes in how information can be accessed are made
to OJJDP based on comparative analysis of this information.

Resources used to respond to information requests include customized
literature searches, information read over the telephone, and referrals
to OJJDP publications and other agencies and resources including other
OJJDP grantees and contractors. Customers contacting the Clearinghouse
unfamiliar with OJJDP\'s electronic availability of documents are
provided with information about how to access documents via the Internet
and Fax-on-Demand. Reference staff receive training on OJJDP\'s new and
ongoing programs, initiatives, and publications. Each time a new OJJDP
publication is received by the Clearinghouse or a funding opportunity is
announced, staff responding to information requests are briefed on the
contents and processes. Cross-training of reference staff in specialty
areas is implemented to ensure that someone is constantly available who
has an indepth familiarity with OJJDP.

Most requests received by the Juvenile Justice Clearinghouse come from
State and local juvenile justice agencies and youth-focused
community-based organizations. The reference services of the
Clearinghouse form an integrated part of the overall reference services
of NCJRS. For more detailed information about NCJRS\'s reference
services, see Task 4, Search, Retrieval, and Referral Service.

**NETWORKING, CONFERENCE SUPPORT, AND RELATED SERVICES**

Conferencing and networking activities are part of an overall strategy
to proactively disseminate OJJDP\'s information to a large audience,
using a variety of methods. Conference support takes place in several
ways, primarily through onsite conference exhibiting and shipment of
documents. Conference support can also include document support to
specific workshops and presentations on how the criminal justice
community can access information from NCJRS. The Clearinghouse is called
to represent OJJDP onsite at 35 to 55 conferences per year and to
provide document support to another 65. All NCJRS agencies are
participants in a cooperative conference plan whereby conferences are
identified to receive support from OJJDP. Clearinghouse staff work with
OJJDP agency personnel to identify and implement the types and levels of
support each conference will receive. Coordination of conference support
can involve working with Publication Support Services to develop
materials, working with Document Distribution to initiate shipment of
materials, and collaborating with Networking, Conference Support, and
Related Services to coordinate other conferencing logistics such as
plane, hotel, and exhibit space reservations. Followup after each
conference is provided to OJJDP to help in assessing future support to
annual conferences. In addition, the Clearinghouse is mandated to
maintain an automated events calendar outlining future conferences and
training through a subscription service. For more details about
conferencing activities, see Task 5, Networking, Conference Support, and
Related Services.

**USER REGISTRATION AND MAIL LISTS**

In support of its document dissemination activities for OJJDP, the
Clearinghouse maintains a targeted mailing list and a mailing list of
registered users interested in OJJDP\'s program information and funding
opportunities. The Clearinghouse Statement of Work asks for the
maintenance of a mailing list of approximately 10,000 to 12,000
individuals specifically to support OJJDP dissemination efforts. The
targeted mailing list contains mailing information on OJJDP\'s
constituency and is used to send mailings to specific juvenile justice
audiences, including agency grantees. Staff of the User Registration and
Mail Lists task coordinate with Clearinghouse staff to ensure that
targeted mailing lists are updated on a regular basis.

Additions to the mailing list are solicited by making available user
registration forms at conferences and in publications and by including
them in packets for special projects or initiatives. When using the
registered user mailing list to disseminate information, the
Clearinghouse can choose audiences based on their interest in particular
aspects of the criminal justice system, the type of agency for which
they work, and the level of position they hold. All of this information
is used to ensure that OJJDP publications are disseminated to the right
audiences. A systematic renewal of registered users is conducted to keep
records as current as possible. The user file of individual names is
controlled by the Privacy Act. For more information, see Task 6, User
Registration and Mail Lists.

**DOCUMENT DISTRIBUTION**

Document Distribution is an important component of managing the
inventory of OJJDP\'s hardcopy publications. Document Distribution
includes the provision of storage from which documents can be readily
accessed, the capacity to conduct bulk mailings in line with industry
standards that allow OJJDP to benefit from the lowest postage rates
available, and the ability to compile complex mailings targeted to a
specific audience. The Juvenile Justice Clearinghouse Statement of Work
requires that the Clearinghouse provide storage for between 150 and 200
titles, totaling 500,000 titles in storage at any given time during a
contract year. Through the Statement of Work and modifications, the
Clearinghouse distributes 166,000 documents monthly, with an average
annual distribution of 2,000,000. The mailings are a combination of bulk
mailings of individual titles and collated mailings with inserts.

In preparation for the release of a new OJJDP publication, Clearinghouse
staff work with agency staff to determine the target audience for a
particular publication and the best methods for disseminating the
document to that audience. Upon approval of the dissemination plan,
Clearinghouse staff coordinate with Document Distribution staff to
initiate the generation of a dissemination list and the release of the
publication. Special initiatives and funding opportunities may involve
the collation by Document Distribution staff of multiple items, in
accordance with agency guidelines, before dissemination of the materials
can take place.

Inventory levels are constantly monitored, and OJJDP is regularly
apprised of document levels. When document levels become low,
Clearinghouse staff forward recommendations to the agency about the
method of continued dissemination for each document in question.
Recommendations can include recycling, reprinting, or making the
document available on a cost recovery basis. For more detailed
information about document distribution activities, see Task 10,
Document Distribution.

Additionally, to augment OJJDP\'s dissemination of free documents and
development and distribution of other products and services, the
Juvenile Justice Clearinghouse in the SOW is charged with maintaining a
Fee-for-Service program that provides products, publications, and
services at a cost recovery rate. Recommendations for new
Fee-for-Service products, publications, and services are forwarded to
OJJDP staff for approval. Upon approval, the new product, publication,
or service is implemented. Implementation can involve coordination with
Publication Support Services and Document Distribution staff. The
Juvenile Justice Clearinghouse\'s anticipated threshold goal for Option
Year 3 is \$51,000. For more detailed information about the
Fee-for-Service program, see Task 9, Fee for Service.

**PUBLICATION SUPPORT SERVICES**

A key element of the support that the Clearinghouse provides to OJJDP is
the development of publications and other communication products. These
are vehicles for wide dissemination of information about OJJDP programs
and activities to the State and local juvenile justice community and
others interested in juvenile justice and delinquency prevention. More
specifically, the Juvenile Justice Clearinghouse SOW stipulates that
Publication Support Services will create camera-ready copy (including
editing, proofreading, and designing) for at least 100 publications and
information products from OJJDP per year. The Clearinghouse must also
have resources and capabilities for additional communications support to
produce other specific OJJDP information products including briefing
materials, conference materials, exhibits, presentation materials, and
electronic publications. Specific publication series include Program,
Research, and Statistics Summaries; Fact Sheets; Bulletins; and the
semiannual *Juvenile Justice* journal.

•** Summaries**: This series reviews OJJDP-sponsored research, programs,
statistics, and training initiatives. Research Summaries describe the
results and findings of OJJDP-funded research on juvenile justice
topics. Program Summaries discuss practical aspects of implementing
concepts, theories, and programs. Statistics Summaries present key
findings from OJJDP statistics projects, including national, State, and
local data, trend information, and other statistics that assist
policymakers and administrators in planning and policy development.

•** Fact Sheets**: These two-page publications impart current
information regarding OJJDP research and other types of programs in a
brief, concise, and timely manner.

•** Bulletins**: This series of 4- to 12-page Bulletins includes updates
on statistics, research, training, and programs funded through OJJDP
grants and contracts. The Bulletins also describe model programs of
priority interest to the juvenile justice field.

•** Reports**: Reports provide an indepth discussion of findings of
OJJDP-sponsored studies describing research results, statistics,
programs, policies, and practices.

•*** **Juvenile Justice* Journal**: The semiannual journal features
indepth articles on OJJDP research, programs, and policy analysis. The
In Brief section highlights a variety of juvenile justice matters,
including awards, book reviews, conferences, and new OJJDP publications
and information services.

With the initiation of each new publication or product through
Publication Support Services, an overview of the document is developed
that includes a description, estimated cost to complete the product, and
a timeline for each stage of the product development. Development
activities for the product are reviewed with the agency on a regular
basis through a status report and publication review meetings.
Clearinghouse staff and Publication Support Services work together in
the development of a publication to ensure its quality both editorially
and substantively as well as ensuring the accuracy of document
formatting in accordance with established standards of the agency. For
more information, see Task 11, Publication Support Services.

**AGENCY SPECIAL SUPPORT**

OJJDP calls upon the Juvenile Justice Clearinghouse to provide
information support to its own staff, grantees, and contracts on new and
special initiatives. This special support can include information
searches of internal and external data bases, provision of specialty
materials, and production of special items. It can also involve meeting
with agency staff or grantees to provide expertise in coordinating a
special meeting or other event, accessing information, or developing or
initiating innovative methods of disseminating information on OJJDP
publications and initiatives. Often this support is requested and needed
on an expedited basis.

**MANAGEMENT AND ADMINISTRATION**

The management and administration activities for the Juvenile Justice
Clearinghouse include planning, budgeting, monitoring, and reporting on
Clearinghouse activities through monthly progress and financial reports
and summaries of survey responses.

The monthly progress report presents monthly statistics on request
processing, document distribution, and electronic transactions
(Fax-on-Demand and Internet). It also reports in detail on highlights,
trends in requests, support provided to OJJDP and agency grantees, and
networking activities including conference travel and document support.

Monthly financial reports present trends in Clearinghouse spending from
the beginning of the contract period to the present. They also present a
breakdown of expenditures by subtask so unusual spending patterns can be
identified and accounted for. Prior to the issuance of a monthly
financial summary, Clearinghouse staff review all charges made to the
Clearinghouse contract to ensure accuracy. When charges are called into
question, the Clearinghouse staff work with Continuing Analysis to
gather more information about a specific charge and make a determination
on its appropriateness.

Surveys of Clearinghouse activities assess how well OJJDP publications,
materials, and services are meeting the needs of the field. With the
initiation of all survey activities, the Juvenile Justice Clearinghouse
coordinates with OJJDP to make sure that information collected answers
questions pertinent to OJJDP\'s priorities. Surveys conducted have
assessed the ease of accessing information, the usefulness of the
information, and the methods the criminal justice community at large
uses to access information. For more information, see Task 7, User
Surveys, and Task 8, Continuing Analysis.

**COMPUTER OPERATIONS**

The Computer Operations task provides management, administrative, and
technical support to Juvenile Justice Clearinghouse computer needs
including maintenance of the NCJRS Document Data Base, the OJJDP and
NCJRS World Wide Web and gopher sites, the order fulfillment system, and
the NCJRS LAN configuration. Computer Operations also provides support
for electronic demonstrations at conferences and meetings. Additionally,
Computer Operations provides statistical information on the use of all
these electronic information tools. When further information is needed,
a request for special programming is made by Clearinghouse staff. For
more information, see Task 1, Computer Operations, and Task 4, Search,
Retrieval, and Referral Service.

** TASK 14**

** OFFICE FOR VICTIMS OF CRIME RESOURCE CENTER**

**OVERVIEW 14--1**

**COLLECTION AND ANALYSIS OF INFORMATION 14--1**

**SEARCH, RETRIEVAL, AND REFERRAL SERVICE 14--1**

**NETWORKING, CONFERENCE SUPPORT, AND RELATED SERVICES 14--2**

**USER REGISTRATION AND MAIL LISTS 14--3**

**DOCUMENT DISTRIBUTION 14--3**

**PUBLICATION SUPPORT SERVICES 14--4**

**AGENCY SPECIAL SUPPORT 14--4**

**MANAGEMENT AND ADMINISTRATION 14--5**

**COMPUTER OPERATIONS 14--5**

** OFFICE FOR VICTIMS OF CRIME RESOURCE CENTER**

**OVERVIEW**

The Office for Victims of Crime Resource Center serves the Office for
Victims of Crime, Office of Justice Programs, U.S. Department of
Justice, and is a component clearinghouse of the National Criminal
Justice Reference Service (NCJRS). The Resource Center has a dual
purpose in supporting the agency\'s mission: to facilitate the
production and dissemination of information about OVC programs and to
enhance access to and use of this information. Responsibilities include
responding to information requests from the victim assistance community,
the broader criminal justice community, and the public; identifying
victim-related materials for inclusion in the NCJRS Document Data Base;
participating in conferencing and networking activities to promote OVC
and the Resource Center; distributing OVC publications by fulfilling
individual requests and order forms and conducting bulk mailings;
producing publications and promotional products such as posters,
advertisements, and conference materials and exhibits; maintaining a
mail list of persons interested in receiving notification of new OVC
publications; and providing special support to OVC staff, grantees, and
contractors. Many Resource Center activities are coordinated with
similar activities of the other NCJRS component clearinghouses sponsored
by NIJ, OJJDP, BJS, BJA, and ONDCP.

**COLLECTION AND ANALYSIS OF INFORMATION**

The Statement of Work (SOW) directs the OVC Resource Center to identify
20 victim-related documents and audiovisuals for inclusion in the NCJRS
Document Data Base.

The OVC Resource Center staff work to identify information in a variety
of ways including conferencing, newsletters, publication announcements,
grantee products, and contacts in the field. Information about potential
additions to the NCJRS Document Data Base is forwarded to the Collection
of Information staff. A list of documents accessioned into the data base
is provided to OVC regularly.

Documents accessioned are cataloged by the Analysis of Information staff
so they are retrievable and accessible to respond to agency requests and
requests from the criminal justice community for victim-related
resources. For more information, see Task 2A, Collection of Information,
and Task 3, Analysis of Information.

**SEARCH, RETRIEVAL, AND REFERRAL SERVICE**

The SOW calls for the Resource Center to respond to an estimated 250
requests per month (3,000 per year) for OVC information and documents.
Calls focus on OVC programs, publications, grant activities, and
training and technical assistance referrals. Requesters can access and
receive information from the Resource Center through a toll-free 800
line, the *NCJRS Catalog*, an Internet listserv (JUSTINFO), an e-mail
address, a World Wide Web page (the Justice Information Center),
Fax-on-Demand and fax broadcast capability, and keypad ordering
services. Each of these sources of information is updated by the
Resource Center on a regular basis to feature new OVC programs and
initiatives. For example, new publications released by OVC are featured
in the What\'s New section of the Justice Information Center,
highlighted in JUSTINFO, announced on the 800-line phone menu, and
advertised in the *NCJRS Catalog*. Documents of appropriate length will
also be made available in full text on the Fax-on-Demand system. Each of
these methods of providing access to information is monitored using
information provided by Computer Operations for levels of usage in
comparison to cost information provided by Continuing Analysis.
Recommendations for changes in how information can be accessed are made
to OVC based on comparative analysis of this information.

Resources used to respond to information requests include customized
literature searches, information read over the telephone, and referrals
to OVC publications and other agencies and resources. Customers
contacting the Resource Center unfamiliar with OVC\'s electronic
availability of documents are provided with information about how to
access documents via the Internet and Fax-on-Demand. Reference staff
receive continual training on OVC\'s new and ongoing programs,
initiatives, and publications. Each time a new OVC publication is
received by the Resource Center, staff responding to information
requests are briefed on the contents of the new document. Cross-training
of reference staff in specialty areas is implemented to ensure that
someone is constantly available who has an indepth familiarity with OVC.

Most requests received by the OVC Resource Center come from the State
and local justice community, professional associations, and the general
public. The reference services of the OVC Resource Center form an
integrated part of the overall reference services of NCJRS. For more
detailed information about NCJRS\'s reference services, see Task 4,
Search, Retrieval, and Referral Service.

**NETWORKING, CONFERENCE SUPPORT, AND RELATED SERVICES**

Conferencing and networking activities are part of an overall strategy
to proactively disseminate OVC\'s information to a large audience, using
a variety of methods. Conference support takes place in several ways,
primarily through onsite conference exhibition and shipment of
documents. Conference support can also include document support to
specific workshops and presentations on how the criminal justice
community can access information from NCJRS. The SOW specifies that the
OVC Resource Center represent OVC onsite at 8 to 10 conferences per year
and provide document support to 25 to 40 conferences per year.
Additionally, the Resource Center is to assist OVC in supporting up to 4
regional conferences for direct service providers and up to 10 State
Initiative Conferences. All NCJRS sponsoring agencies are participants
in a cooperative conference plan whereby conferences are identified to
receive support from the component clearinghouse. OVC Resource Center
staff work with OVC agency personnel to identify and implement the types
and levels of support each conference will receive. Coordination of
conference support can involve working with Publication Support Services
to develop materials, working with Document Distribution to initiate
shipment of materials, and collaborating with Networking, Conference
Support, and Related Services to coordinate other conferencing logistics
such as plane, hotel, and exhibit space reservations. Followup after
each conference is provided to OVC to help in assessing future support
to annual conferences. For more details about conferencing activities of
the OVC Resource Center, see Task 5, Networking, Conference Support, and
Related Services.

**USER REGISTRATION AND MAIL LISTS**

In support of its document dissemination activities for OVC, the
Resource Center maintains a mailing list of registered users interested
in OVC\'s program information and funding opportunities. Information is
entered on a user registration form made available at conferences in
special packets or on request. When using the registered user mailing
list to disseminate information, the Resource Center can choose
audiences based on their interest in particular aspects of the criminal
justice system, the type of agency for which they work, and the level of
position they hold. All of this information is used to ensure that OVC
publications are disseminated to the right audiences. A systematic
renewal of registered users is conducted to keep records as current as
possible. For more information about the NCJRS registered user file and
mailing list maintenance, see Task 6, User Registration and Mail Lists.

**DOCUMENT DISTRIBUTION**

Document distribution is an important component of managing the
inventory of OVC\'s hardcopy publications. Document Distribution
includes the provision of storage from which documents can be readily
accessed, the capacity to conduct bulk mailings in line with industry
standards that allow OVC to benefit from the lowest postage rates
available, and the ability to compile complex mailings targeted to a
specific audience. The OVC Resource Center SOW requires that the
Resource Center provide storage of OVC exhibits and documents.
Additionally, the OVC Resource Center is required to conduct 8 to 20
bulk mailings to between 2,000 and 4,000 recipients, and 5 to 10 bulk
mailings to approximately 700 recipients annually. Finally, it is
required to mail victim-related materials in response to the 3,700
requests per month.

In preparation for the release of a new OVC publication, Resource Center
staff work with agency staff to determine the target audience for a
particular publication and the best methods for disseminating the
document to that audience. Upon approval of the dissemination plan,
Resource Center staff coordinate with Document Distribution staff to
initiate the generation of a dissemination list and the release of the
publication. Special initiatives may involve the collation by Document
Distribution staff of multiple items, in accordance with agency
guidelines, before dissemination of the materials can take place.

Inventory levels are constantly monitored, and OVC is regularly apprised
of document levels. When document levels become low, Resource Center
staff forward recommendations to the agency about the method of
continued dissemination for each document in question. Recommendations
can include recycling, reprinting, or making the document available on a
cost recovery basis. For more detailed information about document
distribution activities, see Task 10, Document Distribution.

Additionally, to augment OVC\'s dissemination of free documents, the OVC
Resource Center in the SOW is charged with maintaining a Fee-for-Service
program that provides products, publications, and services at a cost
recovery rate. Recommendations for new Fee-for-Service products,
publications, and services are forwarded to OVC staff for approval. Upon
approval, the new product, publication, or service is implemented.
Implementation can involve coordination with Publication Support
Services and Document Distribution staff. The OVC Resource Center\'s
anticipated threshold goal for Option Year 3 is \$5,000. For more
detailed information about the Fee-for-Service program, see Task 9.

**PUBLICATION SUPPORT SERVICES**

Another element of support that the Resource Center provides to OVC is
the development of publications and other communication products. These
are vehicles for wide dissemination of information about OVC programs
and activities to victim assistance practitioners. More specifically,
the OVC Resource Center SOW stipulates that Publication Support Services
assist OVC in developing brochures, fact sheets, reports, and other
materials. Assistance includes identifying materials, recommending
design and layout, editing, and production of camera-ready copy.

Publication Support Services are also used to develop conference
materials, exhibits, presentation materials, and electronic
publications.

With the initiation of each new publication or product through
Publication Support Services, an overview of the document is developed
that includes a description, estimated cost to complete the product, and
a timeline for each stage of product development. Development activities
for the product are reviewed with the agency on a regular basis.
Resource Center staff and Publication Support Services work together in
the development of a publication to ensure its quality both editorially
and substantively as well as ensuring the accuracy of document
formatting in accordance with established standards by the agency.

Documents produced on behalf of OVC include the following:

•** Bulletins**---which average 6 to 8 pages in length and generally
provide an overview of OVC grantee project.

•** Fact Sheets**---which are 2 to 4 pages in length and provide a very
short introduction to a specific OVC-sponsored program.

For more detailed information about these services, see Task 11,
Publication Support Services.

**AGENCY SPECIAL SUPPORT**

OVC calls upon the OVC Resource Center to provide information support to
its own staff, grantees, and contracts on new and special initiatives.
The SOW calls for a designated information specialist to spend 2 to 4
hours each week in OVC\'s offices to provide technical assistance. This
special support can include conducting of information searches of
internal and external data bases, provision of specialty materials, and
production of special items. It can also involve meeting with OVC or OVC
grantee staff to provide expertise in coordinating a special meeting or
other event, accessing information, and developing or initiating
innovative methods of disseminating information on OVC publications and
initiatives. Often this support is requested and needed on an expedited
basis.

**MANAGEMENT AND ADMINISTRATION**

The management and administration activities for the OVC Resource Center
include planning, budgeting, monitoring, and reporting on Resource
Center activities through monthly progress and financial reports and
summaries of survey responses.

The monthly progress report presents monthly statistics on request
processing, document distribution, and electronic transactions
(Fax-on-Demand and the Internet. It also reports in detail on
highlights, support provided to OVC, and networking activities including
conference travel and document support.

Monthly financial reports present trends in Resource Center spending
from the beginning of the contract period to the present. They also
present a breakdown of expenditures by subtask so unusual spending
patterns can be identified and accounted for. Prior to the issuance of a
monthly financial summary, Resource Center staff review all charges made
to the Resource Center contract to ensure accuracy. When charges are
called into question, the Resource Center staff work with Continuing
Analysis to gather more information about a specific charge and make a
determination on its appropriateness.

Surveys of Resource Center activities assess how well OVC publications,
materials, and services are meeting the needs of the field. With the
initiation of all survey activities, the OVC Resource Center coordinates
with OVC to make sure that information collected answers questions
pertinent to OVC\'s priorities. Surveys conducted have assessed the ease
of accessing information, the usefulness of the information, and the
methods the criminal justice community at large uses to access
information. For more information, see Task 7, User Surveys, and Task 8,
Continuing Analysis.

**COMPUTER OPERATIONS**

The Computer Operations task provides management, administrative, and
technical support to OVC Resource Center computer needs including
maintenance of the NCJRS Document Data Base, the NCJRS World Wide Web
and gopher sites, the order fulfillment system, and the NCJRS LAN
configuration. Computer Operations also provides support for electronic
demonstrations at conferences and meetings. Additionally, Computer
Operations provides statistical information on the use of all these
electronic information tools. When further information is needed, a
request for special programming is made by Resource Center staff. For
more information, see Task 1, Computer Operations, and Task 4, Search,
Retrieval, and Referral Service.

** TASK 15**

** BUREAU OF JUSTICE STATISTICS CLEARINGHOUSE**

**OVERVIEW 15--1**

**COLLECTION AND ANALYSIS OF INFORMATION 15--1**

**SEARCH, RETRIEVAL, AND REFERRAL SERVICE 15--1**

**NETWORKING, CONFERENCE SUPPORT, AND RELATED SERVICES 15--2**

**USER REGISTRATION AND MAIL LISTS 15--2**

**DOCUMENT DISTRIBUTION 15--3**

**PUBLICATION SUPPORT SERVICES 15--3**

**AGENCY SPECIAL SUPPORT 15--4**

**MANAGEMENT AND ADMINISTRATION 15--4**

**COMPUTER OPERATIONS 15--5**

** BUREAU OF JUSTICE STATISTICS CLEARINGHOUSE**

**OVERVIEW**

The Bureau of Justice Statistics Clearinghouse serves the Bureau of
Justice Statistics, Office of Justice Programs, U.S. Department of
Justice, and is a component clearinghouse of the National Criminal
Justice Reference Service (NCJRS). The BJS Clearinghouse provides a
number of services to BJS in support of its mission to collect, analyze,
publish, and disseminate crime and justice data. Responsibilities
include responding to requests from the greater criminal justice
community for statistical information on crime and justice;
participating in networking activities to promote BJS and the
Clearinghouse; distributing BJS publications through bulk mailings and
in response to individual requests and order forms; maintaining a
mailing list for persons interested in receiving notification of new BJS
reports; acquiring new international statistics reports for the NCJRS
Document Data Base; creating promotional products such as posters,
advertisements, and exhibit displays; and providing special support to
BJS staff and grantees. Many BJS Clearinghouse activities are
coordinated with similar activities of the other NCJRS component
clearinghouses sponsored by NIJ, OJJDP, OVC, BJA, and ONDCP.

**COLLECTION AND ANALYSIS OF INFORMATION**

The Clearinghouse actively acquires international statistics reports for
the NCJRS Document Data Base. The Statement of Work (SOW) specifies that
the Clearinghouse acquire and maintain a collection of annual
statistical criminal justice publications from major English-speaking
countries, adding up to 20 per year.

Periodic mailings to international statistics sources have been
conducted requesting that annual criminal justice statistics be sent to
the Clearinghouse on a regular basis. Once an international report has
been received, the report is screened by Clearinghouse staff. If it
meets the standard criterion, it is abstracted and processed for the
NCJRS Document Data Base, noting that it belongs to the BJS
International Statistics Collection. These documents are made available
upon request through interlibrary loan and copy reproduction. If printed
in a language other than English, translations are periodically
performed. For more information on the entry of documents into the NCJRS
Document Data Base, see Task 2A, Collection of Information, and Task 3,
Analysis of Information.

**SEARCH, RETRIEVAL, AND REFERRAL SERVICE**

The SOW calls for the Clearinghouse to respond to an estimated 1,200
requests per month for BJS information and publications. Calls to the
Clearinghouse focus on requests for statistical data on all areas within
the criminal justice system. Requesters can access and receive
information from the Clearinghouse through a toll-free 800 number, the
*NCJRS Catalog*, JUSTINFO (an Internet listserv), e-mail, the Justice
Information (JIC) Web site, Fax-on-Demand services, and keypad ordering.
Each of these sources of information is updated by the Clearinghouse on
a regular basis to feature new statistical reports and information. For
example, BJS's Fax-on-Demand service is updated each time a new BJS
report is released, as is the What's New section of JIC. Each of these
access methods is monitored and tracked. Trends are examined and
analyzed for cost effectiveness.

Responses to information requests include providing customized
literature searches of the NCJRS Document Data Base and other data
bases, giving statistics over the phone, sending appropriate
publications, and referring to other sources of information. Users
contacting the Clearinghouse who are unfamiliar with the vast array of
electronic materials are provided with information on how to access and
download reports and data from the JIC and BJS Web sites. Reference
staff receive continuous training on BJS\'s new data collection
initiatives, reports, and products. Each time a new BJS report is
released, the staff are immediately briefed on the contents of the
report by the statistics information analyst. Cross-training of staff
occurs to ensure that there is always someone available who is
well-versed in BJS data. More detailed information about NCJRS reference
and referral services can be found in Task 4, Search, Retrieval, and
Referral Service.

**NETWORKING, CONFERENCE SUPPORT, AND RELATED SERVICES**

Conferencing and networking activities are part of an overall strategy
to proactively disseminate BJS data to a large audience, using a variety
of methods. Conference support is provided through onsite exhibition or
shipment of documents to a conference where no representative is onsite.
Often reports are sent to support a specific panel or workshop at a
conference. NCJRS staff frequently appear on panels to educate criminal
justice policymakers, practitioners, and researchers about the resources
available from NCJRS. The SOW specifies that the Clearinghouse represent
BJS onsite at up to 10 conferences per year. All OJP agencies
represented by NCJRS participate in a consolidated conference plan to
take advantage of cost savings. Clearinghouse staff work with the BJS
Task Monitor to identify conferences and decide the level of support
each will receive. Conference coordination involves working closely with
several groups of people within NCJRS to ensure proper results. For
example, the information analyst may work with Publication Support
Services to develop promotional materials or with the Distribution
Center to initiate shipment of materials. After each conference, a
summary report is sent to BJS with highlights from the conference. This
information is helpful in assessing the impact of BJS dissemination
practices as well as whether conference support should be provided to
that specific group in the future. Additional information on NCJRS's
networking activities can be found in Task 5, Networking, Conference
Support, and Related Services.

**USER REGISTRATION AND MAIL LISTS**

In support of its document dissemination activities for BJS, the
Clearinghouse maintains targeted mailing lists and a mailing list of
registered users interested in BJS statistical reports. The SOW states
that the Clearinghouse will process additions, deletions, and
corrections to the list in a timely manner, as well as regular ongoing
review of the lists to spot inaccuracies. Distribution Center staff
coordinate with Clearinghouse staff to ensure that targeted mailing
lists are updated on a regular basis.

Additions to the mailing list are solicited by distributing user
registration forms at conferences, by including them in publications,
and by talking with requesters on the phone. When using the registered
user mailing list to create a dissemination plan, the Clearinghouse
selects particular audiences based on their criminal justice interest
area, their organizational affiliation, and their position level. This
is done to ensure that the BJS publication will get to the people who
need it most. A mailing list renewal process is conducted annually to
keep the records current and remove the names of those who no longer
want to receive publications. For more information, see Task 6, User
Registration and Mail Lists.

**DOCUMENT DISTRIBUTION**

Document distribution is an important component of managing the
inventory of BJS' printed materials. Distribution activities include
storage of documents, cost-effective bulk mailing of documents to
registered users and targeted lists, and mailing of selected documents
in response to individual requests for information. The SOW requires
that the Clearinghouse provide up to 60 sets of mailing labels each year
within 7 days of the request and perform the bulk mailing of each report
within 10 working days of receiving the report.

In preparation for the release of a new BJS publication, Clearinghouse
staff work with BJS to determine the target audience and the best
methods for disseminating to that audience. Upon approval of the
dissemination plan, Clearinghouse staff coordinate with Distribution
Center staff to initiate the generation of mailing labels. Once this is
done, the reports are labeled and sent to the Post Office for mailing.
Special mailings may involve collation of materials by Distribution
Center staff in accordance with agency guidelines.

Inventory levels of documents are regularly monitored, and BJS is
routinely apprised of low threshold levels. Recommendations regarding
low inventory items are forwarded to BJS on whether to reprint, recycle,
or place the document in the NCJRS Fee-for-Service (FFS) program (see
below). For more detailed information about Document Distribution
activities, see Task 10.

Additionally, to augment BJS's dissemination of free documents, the
Clearinghouse maintains a FFS program which provides products,
publications, and services on a cost-recovery basis. Recommendations for
FFS placement are sent to BJS for approval. Once approved, Clearinghouse
staff work with Publication Support Services and Document Distribution
to prepare the document for dissemination. The BJS Clearinghouse\'s
anticipated threshold goal for Option Year 3 is \$26,000. For more
detailed information about the NCJRS FFS program, see Task 9, Fee for
Service.

**PUBLICATION SUPPORT SERVICES**

The Clearinghouse staff work with Publication Support Services to
produce promotional materials such as tabletop posters, advertisements,
and exhibit displays, as specified in the SOW.

Publication Support Services also participates in the development of
multimedia presentations, Web site design, and file conversions.

For more information, see Task 11, Publication Support Services.

**AGENCY SPECIAL SUPPORT**

BJS relies on the Clearinghouse staff to provide support for agency
special initiatives. This special support includes literature searches
of internal and external data bases, provision of materials kept in
vertical files, frequently asked questions on topics of interest to BJS,
and production of specialty items. It can also involve meeting with BJS
or BJS grantees to provide expertise in coordinating a special meeting
or event, disseminating information, or developing a particular product.
Often BJS needs this information expedited quickly.

**MANAGEMENT AND ADMINISTRATION**

The management and administration activities for the Clearinghouse
include planning, budgeting, monitoring, and reporting on Clearinghouse
activities through reports on monthly activities, financial status, and
user survey responses.

The monthly progress report presents monthly statistics on request
processing, document distribution, and electronic transactions (e.g.,
Fax-on-Demand and the Internet. It also provides summaries of request
highlights, support provided to BJS, and networking activity including
onsite conference exhibition and document support.

Monthly financial reports present trends in Clearinghouse spending from
the beginning of the contract period to the present. They also present a
breakdown of expenditures by subtask so unusual spending patterns can be
identified. Prior to the submission of the financial summary,
Clearinghouse staff review detailed accounting reports to ensure
accuracy in charges to the contract. When charges are called into
question, the Clearinghouse staff work with Continuing Analysis to
gather more information about the charge and make a determination on
whether it was appropriate.

Surveys of Clearinghouse activities assess how well BJS publications,
products, and services are meeting the needs of the criminal justice
community. With the initiation of all survey activities, the
Clearinghouse coordinates with survey staff to make certain that
information collected answers questions pertinent to BJS's priorities.
Recent surveys have measured access to NCJRS, usefulness of information,
and the Internet capabilities of those working in criminal justice.

For more information, see Task 7, User Surveys, and Task 8, Continuing
Analysis.

**COMPUTER OPERATIONS**

This task provides management, administrative, and technical support to
the Clearinghouse including maintenance of the NCJRS Document Data Base,
and the Justice Information Center Web and gopher sites, the order
fulfillment system, and the NCJRS LAN configuration. Computer Operations
also provides support for electronic demonstrations at conferences and
meetings. Additionally, it provides statistical information on the use
of all NCJRS electronic information vehicles. When special statistics
are needed, a request for programming is made by Clearinghouse staff.
For more information, see Task 1, Computer Operations, and Task 4,
Search, Retrieval, and Referral Service.

** TASK 16**

** BUREAU OF JUSTICE ASSISTANCE CLEARINGHOUSE**

**OVERVIEW 16--1**

**SEARCH, RETRIEVAL, AND REFERRAL SERVICE 16--1**

**NETWORKING, CONFERENCE SUPPORT, AND RELATED SERVICES 16--2**

**USER REGISTRATION AND MAIL LISTS 16--2**

**DOCUMENT DISTRIBUTION 16--3**

**PUBLICATION SUPPORT SERVICES 16--3**

**AGENCY SPECIAL SUPPORT 16--5**

**MANAGEMENT AND ADMINISTRATION 16--5**

**COMPUTER OPERATIONS 16--6**

** BUREAU OF JUSTICE ASSISTANCE CLEARINGHOUSE**

**OVERVIEW**

The Bureau of Justice Assistance Clearinghouse serves the Bureau of
Justice Assistance, Office of Justice Programs, U.S. Department of
Justice, and is a component clearinghouse of the National Criminal
Justice Reference Service (NCJRS). The BJA Clearinghouse has a dual
purpose in supporting the agency\'s mission: to facilitate the
production and dissemination of information about BJA programs and to
enhance access to and use of this information. Responsibilities include
responding to information requests from the criminal justice community,
participating in conferencing and networking activities to promote BJA
and its Clearinghouse; distributing BJA publications by fulfilling
individual requests and order forms and conducting bulk mailings;
producing publications and promotional products such as posters,
advertisements, and conference materials and exhibits; maintaining a
mail list of persons interested in receiving notification of new BJA
publications; and providing special support to BJA staff, grantees, and
contractors. Many BJA Clearinghouse activities are coordinated with
similar activities of the other NCJRS component clearinghouses sponsored
by NIJ, OJJDP, OVC, BJS, and ONDCP.

**SEARCH, RETRIEVAL, AND REFERRAL SERVICE**

The Statement of Work (SOW) calls for the BJA Clearinghouse to respond
to an estimated 1,166 requests per month (14,000 per year) for BJA
information and documents. Calls focus on BJA programs, publications,
grant activities, and training and technical assistance referrals.
Requesters can access and receive information from the Clearinghouse
through a toll-free 800 line, the *NCJRS Catalog*, an Internet listserv
(JUSTINFO), an e-mail address, a World Wide Web page (the Justice
Information Center), Fax-on-Demand and fax broadcast capability, and
keypad ordering services. Each of these sources of information is
updated by the Clearinghouse on a regular basis to feature new BJA
programs and initiatives. For example, new publications released by BJA
will be featured in the What\'s New section of the Justice Information
Center; highlighted in JUSTINFO; announced on the 800-line phone menu;
and advertised in the *NCJRS Catalog*. Documents of appropriate length
will also be made available in full text on the Fax-on-Demand system.
Each of these methods of providing access to information is monitored
using information provided by Computer Operations for levels of usage in
comparison to cost information provided by Continuing Analysis.
Recommendations for changes in how information can be accessed are made
to BJA based on comparative analysis of this information.

Resources used to respond to information requests include customized
literature searches, information read over the telephone, and referrals
to BJA publications and other agencies and resources. Customers
contacting the Clearinghouse unfamiliar with BJA\'s electronic
availability of documents are provided with information about how to
access documents via the Internet and Fax-on-Demand. Reference staff
receive continual training on BJA\'s new and ongoing programs,
initiatives, and publications. Each time a new BJA publication is
received by the Clearinghouse, staff responding to information requests
are briefed on the contents of the new document. Cross-training of
reference staff in specialty areas is implemented to ensure that someone
is constantly available who has an indepth familiarity with BJA.

Most requests received by the BJA Clearinghouse come from the State and
local criminal justice community, especially the law enforcement
community, BJA\'s primary constituency. The reference services of the
BJA Clearinghouse form an integrated part of the overall reference
services of NCJRS. For more detailed information about NCJRS\'s
reference services, see Task 4, Search, Retrieval, and Referral Service.

**NETWORKING, CONFERENCE SUPPORT, AND RELATED SERVICES**

Conferencing and networking activities are part of an overall strategy
to proactively disseminate BJA\'s information to a large audience, using
a variety of methods. Conference support takes place in several ways,
primarily through onsite conference exhibiting and shipment of
documents. Conference support can also include document support to
specific workshops and presentations on how the criminal justice
community can access information from NCJRS. The SOW specifies that the
BJA Clearinghouse represent BJA onsite at 25 to 27 conferences per year
and provide document support to 28 more. All NCJRS sponsoring agencies
are participants in a cooperative conference plan whereby conferences
are identified to receive support from each component clearinghouse. BJA
Clearinghouse staff work with BJA agency personnel to identify and
implement the types and levels of support each conference will receive.
Coordination of conference support can involve working with Publication
Support Services to develop materials, working with Document
Distribution to initiate shipment of materials, and collaborating with
Networking, Conference Support, and Related Services to coordinate other
conferencing logistics such as plane, hotel, and exhibit space
reservations. Followup after each conference is provided to BJA to help
in assessing future support to annual conferences. For more details
about conferencing activities of the BJA Clearinghouse, see Task 5,
Networking, Conference Support, and Related Services.

**USER REGISTRATION AND MAIL LISTS**

In support of its document dissemination activities for BJA, the
Clearinghouse maintains a targeted mailing list and a mailing list of
registered users interested in BJA\'s program information and funding
opportunities. The BJA Clearinghouse SOW asks for the maintenance of a
BJA-tailored mailing list of approximately 10,000 names. Additionally,
the targeted mailing list contains mailing information on BJA\'s
constituency and is used to send mailings to specific criminal justice
audiences. Staff of the User Registration and Mail Lists task coordinate
with Clearinghouse staff to ensure that targeted mailing lists are
updated on a regular basis.

Additions to the mailing list are solicited by making available a user
registration form at conferences and in publications and by including
them in packets for special projects or initiatives. When using the
registered user mailing list to disseminate information, the
Clearinghouse can choose audiences based on their interest in particular
aspects of the criminal justice system, the type of agency for which
they work, and the level of position they hold. All of this information
is used to ensure that BJA publications are disseminated to the right
audiences. A systematic renewal of registered users is conducted to keep
records as current as possible. For more information about the NCJRS
registered user file and mailing list maintenance, see Task 6, User
Registration and Mail Lists.

**DOCUMENT DISTRIBUTION**

Document distribution is an important component of managing the
inventory of BJA\'s hardcopy publications. Document Distribution
includes the provision of storage from which documents can be readily
accessed, the capacity to conduct bulk mailings in line with industry
standards that allow BJA to benefit from the lowest postage rates
available, and the ability to compile complex mailings targeted to a
specific audience. The BJA Clearinghouse SOW requires that the
Clearinghouse provide storage for 36 pallets of documents and conduct 40
bulk mailings of 2,000 to 12,500 copies per mailing, 20 special mailings
at 750 copies per mailing, and 4 special bulk mailings with 3 inserts to
5,000 BJA formula subgrantees and discretionary grantees.

In preparation for the release of a new BJA publication, Clearinghouse
staff work with agency staff to determine the target audience for a
particular publication and the best methods for disseminating the
document to that audience. Upon approval of the dissemination plan,
Clearinghouse staff coordinate with Document Distribution staff to
initiate the generation of a dissemination list and the release of the
publication. Special initiatives may involve the collation by Document
Distribution staff of multiple items, in accordance with agency
guidelines, before dissemination of the materials can take place.

Inventory levels are constantly monitored, and BJA is regularly apprised
of document levels. When document levels become low, Clearinghouse staff
forward recommendations to the agency about the method of continued
dissemination for each document in question. Recommendations can include
recycling, reprinting, or making the document available on a cost
recovery basis. For more detailed information about document
distribution activities, see Task 10, Document Distribution.

Additionally, to augment BJA\'s dissemination of free documents, the SOW
charges the BJA Clearinghouse to maintain a Fee-for-Service program that
provides products, publications, and services at a cost recovery rate.
Recommendations for new Fee-for-Service products, publications, and
services are forwarded to BJA staff for approval. Upon approval, the new
product, publication, or service is implemented. Implementation can
involve coordination with Publication Support Services and Document
Distribution staff. The BJA Clearinghouse\'s anticipated threshold goal
for Option Year 3 is \$25,000. For more detailed information about the
Fee-for-Service program, see Task 9.

**PUBLICATION SUPPORT SERVICES**

A key element of the support that the Clearinghouse provides to BJA is
the development of publications and other communication products. These
are vehicles for wide dissemination of information about BJA programs
and activities to State and local criminal justice practitioners. More
specifically, the BJA Clearinghouse SOW outlines that Publication
Support Services will:

• Design and produce four to six one-page advertisements to appear in
the *NCJRS Catalog*, BJA publications, and other criminal justice
publications. The advertisements highlight BJA programs, publications,
and the Clearinghouse.

• Provide light to heavy editing for 35 documents per year averaging 50
pages per document.

• Format and produce camera-ready pages (following BJA-mandated style)
for 30 documents averaging 50 pages per document. The documents are
provided on computer disk in word-processing format.

• Write, edit, design, layout, and produce camera-ready pages for the
following products:

**[Type]{.underline}** **[Quantity]{.underline}**

BJA Bulletin (8 pages) 25

BJA Special Reports (140 pages) 6

Brochures, Fact Sheets, Fliers (1-2 pages) 49

BJA Clearinghouse Packet and Guide, Updated

Semiannually (50 pages) 2

Publication Support Services are also used to develop conference
materials, exhibits, presentation materials, and electronic
publications.

With the initiation of each new publication or product through
Publication Support Services, an overview of the document is developed
that includes a description, estimated cost to complete the product, and
a timeline for each stage of the product development. Development
activities for the product are reviewed with the agency on a regular
basis through a status report and publication review meetings.
Clearinghouse staff and Publication Support Services work together in
the development of a publication to ensure its quality both editorially
and substantively as well as ensuring the accuracy of document
formatting in accordance with established standards by the agency.

Documents produced on behalf of BJA include the following:

•** Program Briefs**---which provide concise descriptions (approximately
25 pages) of programs proven to be effective in the control of drugs and
violent crime.

•** Implementation Manuals**---which serve as tools for replication of
proven programs. An Implementation Manual provides a detailed
description (approximately 200 pages) of the program.

•** Training Manuals**---which are based on the Implementation Manual
for a given program and present a curriculum for teaching the operations
of the program to management and staff.

•** Monographs**---which serve one of two purposes: to provide indepth
information on a particular element of a program or to describe a
program that appears promising but has not yet been proved.

•** Focus On What Works**---which summarize the results of program
evaluations.

•** Special Analyses**---which are detailed reports assessing a specific
type of Federal or State criminal justice program.

•** Bulletins**---which inform the criminal justice community of new and
emerging issues and highlight innovative and progressive ideas and
approaches to address these issues.

•** Fact Sheets**---which provide very short introductions (no more than
four pages) to specific BJA-sponsored programs.

For more detailed information about these services, see Task 11,
Publication Support Services.

**AGENCY SPECIAL SUPPORT**

BJA calls upon the BJA Clearinghouse to provide information support to
its own staff, grantees, and contracts on new and special initiatives.
This special support can include information searches of internal and
external data bases, provision of specialty materials, and production of
special items. It can also involve meeting with BJA or BJA grantee staff
to provide expertise in coordinating a special meeting or other event,
accessing information, or developing or initiating innovative methods of
disseminating information on BJA publications and initiatives. Often
this support is requested and needed on an expedited basis.

**MANAGEMENT AND ADMINISTRATION**

The management and administration activities for the BJA Clearinghouse
include planning, budgeting, monitoring, and reporting on Clearinghouse
activities through monthly progress and financial reports and summaries
of survey responses.

The monthly progress report presents monthly statistics on request
processing, document distribution, and electronic transactions
(Fax-on-Demand and the Internet). It also reports in detail on
highlights, support provided to BJA, and networking activities including
conference travel and document support.

Monthly financial reports present trends in BJA Clearinghouse spending
from the beginning of the contract period to the present. They also
present a breakdown of expenditures by subtask so unusual spending
patterns can be identified and accounted for. Prior to the issuance of a
monthly financial summary, Clearinghouse staff review all charges made
to the Clearinghouse contract to ensure accuracy. When charges are
called into question, the Clearinghouse staff work with Continuing
Analysis to gather more information about a specific charge and make a
determination about its appropriateness.

Surveys of Clearinghouse activities assess how well BJA publications,
materials, and services are meeting the needs of the field. With the
initiation of all survey activities, the BJA Clearinghouse coordinates
with BJA to make sure that information collected answers questions
pertinent to BJA\'s priorities. Surveys have assessed the ease of
accessing information, the usefulness of the information, and the
methods the criminal justice community at large uses to access
information. For more information, see Task 7, User Surveys, and Task 8,
Continuing Analysis.

**COMPUTER OPERATIONS**

The Computer Operations task provides management, administrative, and
technical support to BJA Clearinghouse computer needs including
maintenance of the NCJRS Document Data Base, the NCJRS World Wide Web
and gopher sites, the order fulfillment system, and the NCJRS LAN
configuration. Computer Operations also provides support for electronic
demonstrations at conferences and meetings. Additionally, Computer
Operations provides statistical information on the use of all these
electronic information tools. When further information is needed, a
request for special programming is made by Clearinghouse staff. For more
information, see Task 1, Computer Operations, and Task 4, Search,
Retrieval, and Referral Service.

** TASK 17**

** ONDCP DRUG POLICY INFORMATION CLEARINGHOUSE**

**OVERVIEW 17--1**

**COLLECTION AND ANALYSIS OF INFORMATION 17--1**

**SEARCH, RETRIEVAL, AND REFERRAL SERVICE 17--1**

**NETWORKING, CONFERENCE SUPPORT, AND RELATED SERVICES 17--2**

**USER REGISTRATION AND MAIL LISTS 17--3**

**DOCUMENT DISTRIBUTION 17--3**

**PUBLICATION SUPPORT SERVICES 17--4**

**AGENCY SPECIAL SUPPORT 17--4**

**MANAGEMENT AND ADMINISTRATION 17--5**

**COMPUTER OPERATIONS 17--5**

** ONDCP DRUG POLICY INFORMATION CLEARINGHOUSE**

**OVERVIEW**

The ONDCP Drug Policy Information Clearinghouse serves the Office of
National Drug Control Policy, Executive Office of the President, and is
a component clearinghouse of the National Criminal Justice Reference
Service (NCJRS). The Clearinghouse has a dual purpose in supporting the
agency\'s mission: to facilitate the production and dissemination of
information about U.S. drug policy and to enhance access to and use of
this information. Responsibilities include responding to information
requests from the criminal justice community and health communities;
participating in conferencing and networking activities to promote ONDCP
and the Clearinghouse; distributing ONDCP publications by fulfilling
individual requests and order forms and conducting bulk mailings;
producing publications and promotional products such as fact sheets,
information packets, and conference materials and exhibits; maintaining
a mail list of persons interested in receiving notification of new ONDCP
publications; and providing special support to ONDCP staff. Many ONDCP
Drug Policy Information Clearinghouse activities are coordinated with
similar activities of the other NCJRS component clearinghouses sponsored
by NIJ, OJJDP, OVC, BJS, and BJA.

**COLLECTION AND ANALYSIS OF INFORMATION**

The Statement of Work (SOW) directs the Clearinghouse to maintain a
library, automated data base, and vertical filing system. The SOW
requires the Clearinghouse to acquire between 50 and 130 publications.
These are entered into the NCJRS Document Data Base each month.

Accessioned documents are indexed, abstracted, and cataloged so they can
be retrieved and accessed by agency staff, NCJRS staff, and NCJRS
customers. A list of documents accessioned into the data base is
provided to ONDCP weekly.

The documents are housed in the NCJRS Research and Information Center,
which is publicly accessible. In addition, the Clearinghouse maintains a
reading room of core Federal publications focusing on all aspects of the
drug problem. The Clearinghouse also maintains vertical files on over
100 topics. These resources are available to the public by appointment.
For more information, see Task 2A, Collection of Information, and Task
3, Analysis of Information.

**SEARCH, RETRIEVAL, AND REFERRAL SERVICE**

The SOW calls for the Clearinghouse to respond to an estimated 750
requests per month (9,000 per year) for drug-related information. Calls
focus on drug policy, drug-law violations, and drug-related law
enforcement. Requesters can access and receive information from the
Clearinghouse through a toll-free 800 line, the Federal Drug
Clearinghouse Network's 800 line, an Internet listserv (JUSTINFO), an
e-mail address, a World Wide Web page (the Justice Information Center),
Fax-on-Demand and fax broadcast capability, and keypad ordering
services. Each of these sources of information is updated by the
Clearinghouse on a regular basis to feature new ONDCP programs and
initiatives. For example, new publications released by ONDCP will be
featured in the What\'s New section of the Justice Information Center,
highlighted in JUSTINFO and announced on the 800-line phone menu.
Documents of appropriate length will also be made available in full text
on the Fax-on-Demand system. Each of these methods of providing access
to information is monitored using information provided by Computer
Operations for levels of usage in comparison to cost information
provided by Continuing Analysis. Recommendations for changes in how
information can be accessed are made to ONDCP based on comparative
analysis of this information.

Resources used to respond to information requests include customized
literature searches, information read over the telephone, and referrals
to ONDCP publications and other agencies and resources. Customers
contacting the Clearinghouse unfamiliar with ONDCP's electronic
availability of documents are provided with information about how to
access documents via the Internet and Fax-on-Demand. Reference staff
receive continual training on ONDCP\'s new and ongoing programs,
initiatives, and publications. Each time a new ONDCP publication is
received by the Clearinghouse, staff responding to information requests
are briefed on the contents of the new document.

Most requests received by the ONDCP Clearinghouse come from Federal,
State, and local criminal justice and health policymakers and
practitioners. The reference services of the ONDCP Clearinghouse form an
integrated part of the overall reference services of NCJRS. For more
detailed information about NCJRS\'s reference services, see Task 4,
Search, Retrieval, and Referral Service.

**NETWORKING, CONFERENCE SUPPORT, AND RELATED SERVICES**

Conferencing and networking activities are part of an overall strategy
to proactively disseminate ONDCP\'s information to a large audience,
using a variety of methods. Conference support takes place in several
ways, primarily through onsite conference exhibiting and shipment of
documents. Conference support can also include document support to
specific workshops and presentations on how the criminal justice and
health communities can access information from NCJRS. The SOW specifies
that the ONDCP Clearinghouse represent ONDCP onsite at 10 to 12
conferences per year and provide document support to an additional 20 to
30 conferences per year. All NCJRS agencies are participants in a
cooperative conference plan whereby conferences are identified to
receive support from the component clearinghouses of NCJRS. ONDCP
Clearinghouse staff work with ONDCP agency personnel to identify and
implement the types and levels of support each conference will receive.
Coordination of conference support can involve working with Publication
Support Services to develop materials, working with Distribution Center
staff to initiate shipment of materials, and collaborating with
Networking, Conference Support, and Related Services to coordinate other
conferencing logistics such as plane, hotel, and exhibit space
reservations. Followup after each conference is provided to ONDCP to
help in assessing future support to annual conferences. For more details
about conferencing activities of the ONDCP Clearinghouse, see Task 5,
Networking, Conference Support, and Related Services.

**USER REGISTRATION AND MAIL LISTS**

In support of its document dissemination activities for ONDCP, the
Clearinghouse maintains a mailing list.

Additions to the mailing list are solicited by making available a user
registration form at conferences and by including them in packets for
special projects or initiatives. When using the mailing list to
disseminate information, the Clearinghouse can choose audiences based on
their organizational affiliation. This information is used to ensure
that ONDCP publications are disseminated to the appropriate audiences.
For more information, see Task 6, User Registration and Mail Lists.

**DOCUMENT DISTRIBUTION**

Document Distribution is an important component of managing the
inventory of ONDCP\'s hardcopy publications. Document Distribution
includes the provision of storage from which documents can be readily
accessed, the capacity to conduct bulk mailings to benefit from the
lowest postage rates available, and the ability to compile complex
mailings targeted to a specific audience. The SOW requires that the
Clearinghouse develop an inventory of approximately 200 drug-related
reports. Included are reports from ONDCP, BJS, NIJ, BJA, OJJDP, and
other Federal agencies involved in drug control. An additional 100
copies of other titles are to be maintained in the inventory.

The Clearinghouse periodically conducts bulk mailings of selected ONDCP
publications, such as the annual *National Drug Control Strategy*, white
papers, and brochures. In preparation for the release of a new ONDCP
publication, Clearinghouse staff work with agency staff to determine the
target audience for a particular publication and the best methods for
disseminating the document to that audience. Upon approval of the
dissemination plan, Clearinghouse staff coordinate with Document
Distribution staff to initiate the generation of labels and the release
of the publication.

Inventory levels are constantly monitored, and ONDCP is apprised of
document levels on a monthly basis. When document levels become low,
Clearinghouse staff forward recommendations to the agency about the
method of continued dissemination for each document in question.
Recommendations can include recycling, reprinting, making the document
available on a cost recovery basis, or making the document available
electronically. For more detailed information about document
distribution activities, see Task 10, Document Distribution.

Additionally, to augment ONDCP\'s dissemination of free documents, the
SOW charges the ONDCP Clearinghouse with maintaining a Fee-for-Service
program which provides products, publications, and services at a cost
recovery rate. Recommendations for new Fee-for-Service products,
publications, and services are forwarded to the Task Monitor for
approval. Upon approval, the new product or service is implemented. The
ONDCP Clearinghouse\'s anticipated threshold goal for Option Year 3 is
\$3,000. Implementation can involve coordination with Publication
Support Services and Document Distribution staff. For more detailed
information about the Fee-for-Service program, see Task 9.

**PUBLICATION SUPPORT SERVICES**

Another element of the support that the Clearinghouse provides to ONDCP
is the development of publications and other communication products.
More specifically, the ONDCP Clearinghouse SOW outlines that the
Clearinghouse will:

• Prepare or update fact sheets that present data from a variety of
sources on topics in drugs and crime.

• Develop or update topical bibliographies on frequently requested
topics and issues of current concern.

• Develop promotional products, such as order forms, advertisements,
Rolodex cards, and a brochure.

• Develop a biannual directory of State-level drug-related agencies.

Publication Support Services are also used to develop conference
materials, exhibits, presentation materials, and electronic
publications.

With the initiation of each new publication or product through
Publication Support Services, an overview of the document is developed
that includes a description, estimated cost to complete the product, and
a time line for each stage of the product development. Clearinghouse
staff and Publication Support Services work together in the development
of a publication to ensure its quality both editorially and
substantively.

For more detailed information about these services, see Task 11,
Publication Support Services.

**AGENCY SPECIAL SUPPORT**

ONDCP calls upon the Clearinghouse to provide information support to its
own staff. This special support can include performance of information
searches of internal and external data bases, provision of specialized
materials, and production of special items. The SOW specifies that the
Clearinghouse prepare and update briefing materials on drug use and
control in various geographic areas for use by ONDCP officials visiting
those areas. Often this support is requested and needed on an expedited
basis.

**MANAGEMENT AND ADMINISTRATION**

The management and administration activities for the ONDCP Clearinghouse
include planning, budgeting, monitoring, and reporting on Clearinghouse
activities through monthly progress and financial reports and summaries
of survey responses.

The monthly progress report presents monthly statistics on request
processing, document distribution, and electronic transactions
(Fax-on-Demand and the Internet). It also reports in detail on
highlights, support provided to ONDCP, and networking activities
including conference travel and document support.

Monthly financial reports present trends in Clearinghouse spending from
the beginning of the contract period to the present. Prior to the
issuance of a monthly financial summary, Clearinghouse staff review all
charges made to the Clearinghouse contract to ensure accuracy. When
charges are called into question, the Clearinghouse staff work with
Continuing Analysis to gather more information about a specific charge
and make a determination on its appropriateness.

Surveys of Clearinghouse activities assess how well ONDCP publications,
materials, and services are meeting the needs of the field. With the
initiation of all survey activities, the ONDCP Clearinghouse coordinates
with ONDCP to make sure that information collected answers questions
pertinent to ONDCP's priorities. Surveys have assessed the ease of
accessing information, the usefulness of the information, and the
methods the criminal justice community at large uses to access
information. For details, see Task 7, User Surveys, and Task 8,
Continuing Analysis.

**COMPUTER OPERATIONS**

The Computer Operations task provides management, administrative, and
technical support to ONDCP Clearinghouse computer needs including
maintenance of the NCJRS Document Data Base, the NCJRS World Wide Web
and gopher sites, the order fulfillment system, and the NCJRS LAN
configuration. Computer Operations also provides support for electronic
demonstrations at conferences and meetings. Additionally, Computer
Operations provides statistical information on the use of all these
electronic information tools. When further information is needed, a
request for special programming is made by Clearinghouse staff. For more
information, see Task 1, Computer Operations, and Task 4, Search,
Retrieval, and Referral Service.

** TASK 18**

** OFFICE OF JUSTICE PROGRAMS/**

** OFFICE OF THE ASSISTANT ATTORNEY GENERAL**

** PROGRAM OFFICES**

**OVERVIEW 18--1**

**SEARCH, RETRIEVAL, AND REFERRAL SERVICE 18--1**

**NETWORKING, CONFERENCE SUPPORT, AND RELATED SERVICES 18--2**

**USER REGISTRATION AND MAIL LISTS 18--2**

**DOCUMENT DISTRIBUTION 18--3**

**PUBLICATION SUPPORT SERVICES 18--3**

**AGENCY SPECIAL SUPPORT 18--4**

**MANAGEMENT AND ADMINISTRATION 18--4**

**COMPUTER OPERATIONS 18--5**

** OFFICE OF JUSTICE PROGRAMS/**

** OFFICE OF THE ASSISTANT ATTORNEY GENERAL**

** PROGRAM OFFICES**

**OVERVIEW**

Task 18 serves the Office of Justice Programs (OJP), the Office of the
Assistant Attorney General (OAAG), and OAAG Program Offices---Violence
Against Women Grants Office (VAWGO), Corrections Program Office (CPO),
Drug Courts Program Office (DCPO), and Executive Office for Weed and
Seed (EOWS)---and is dedicated to providing support services to these
offices as part of the National Criminal Justice Reference Service
(NCJRS). Task 18 has a dual purpose: to facilitate the production and
dissemination of information about OJP/OAAG funding opportunities and
programs and to enhance access to and use of this information.
Responsibilities include participating in conferencing and networking
activities to promote OJP; distributing OJP publications, grant
announcements, and application kits; conducting bulk mailings; producing
publications and promotional products such as posters, advertisements,
and conference materials and exhibits; maintaining a mailing list of
persons interested in receiving notification of new OJP publications and
funding opportunities; and providing special support to OJP staff,
grantees, and contractors. Many Task 18 activities are coordinated with
similar activities of the other OJP agency clearinghouses, NIJ, OJJDP,
OVC, BJS, BJA, and ONDCP.

**SEARCH, RETRIEVAL, AND REFERRAL SERVICE**

The Statement of Work (SOW) calls for response to 450 requests for
OJP/OAAG information and documents. Calls focus on OJP/OAAG programs,
publications, grant activities, and training and technical assistance
referrals. Requesters can access and receive information through a
toll-free 800 line; the *NCJRS Catalog*; an Internet listserv
(JUSTINFO), an e-mail address, and a World Wide Web page (the Justice
Information Center); Fax-on-Demand and fax broadcast capability; and
keypad ordering services. Each of these sources of information is
updated by NCJRS on a regular basis to feature new OJP/OAAG programs and
initiatives. For example, a new grant opportunity released by OJP/OAAG
could be featured in the What\'s New section of the Justice Information
Center, highlighted in JUSTINFO, announced on the 800-line phone menu,
and advertised in the *NCJRS Catalog*. Documents of appropriate length
are also made available in full text on the Fax-on-Demand system. Each
of these methods of providing access to information is monitored using
information provided by Computer Operations for levels of usage in
comparison to cost information provided by Continuing Analysis.
Recommendations for changes in how information can be accessed are made
to OJP/OAAG based on comparative analysis of this information.

Resources used to respond to information requests include customized
literature searches, information read over the telephone, and referrals
to OJP/OAAG publications and other agencies and resources. Customers
contacting NCJRS that are unfamiliar with the electronic availability of
documents are provided with information about how to access documents
via the Internet and Fax-on-Demand. Reference staff receive continual
training on OJP/OAAG\'s new and ongoing programs, initiatives, and
publications. Each time a new OJP/OAAG publication is received, staff
responding to information requests are briefed on the contents of the
new document. Cross-training of reference staff in specialty areas is
implemented to ensure that someone is constantly available who has an
indepth familiarity with OJP/OAAG. The reference services for OJP/OAAG
form an integrated part of the overall reference services of NCJRS. For
more detailed information about NCJRS reference services, see Task 4,
Search, Retrieval, and Referral Service.

**NETWORKING, CONFERENCE SUPPORT, AND RELATED SERVICES**

Conferencing and networking activities are part of an overall strategy
to proactively disseminate OJP/OAAG's information to a large audience,
using a variety of methods. Conference support takes place in several
ways, primarily through onsite conference exhibiting and shipment of
documents. Conference support can also include document support to
specific workshops and presentations on how the criminal justice
community can access information from NCJRS. The SOW specifies that
OJP/OAAG will be represented onsite at 17 conferences per year and
provide document support to another 92 (inclusive of all offices). It
also stipulates that OJP/OAAG manage and support four focus group
meetings and coordinate one national conference. All NCJRS agencies are
participants in a cooperative conference plan whereby conferences are
identified to receive support from OJP/OAAG. Staff work with OJP/OAAG
personnel to identify and implement the types and levels of support each
conference will receive. Coordination of conference support can involve
working with Publication Support Services to develop materials, working
with Document Distribution to initiate shipment of materials and
collaboration with Networking, Conference Support, and Related Services
to coordinate other conferencing logistics such as plane, hotel, and
exhibit space reservations. Followup after each conference is provided
to OJP/OAAG to help in assessing future support to annual conferences.
For more details about conferencing activities, see Task 5, Networking,
Conference Support, and Related Services.

**USER REGISTRATION AND MAIL LISTS**

In support of its document dissemination activities for OJP/OAAG, NCJRS
maintains a targeted mailing list of 3,000. Staff of the User
Registration and Mail Lists task coordinate with Task 18 staff to ensure
that mailing lists are updated on a regular basis.

Additions to the mailing list are solicited by making available a user
registration form at conferences and in publications and by including
them in packets for special projects or initiatives. When using the
registered user mailing list to disseminate information, Task 18 staff
can choose audiences based on their interest in particular aspects of
the criminal justice system, the type of agency for which they work, and
the level of position they hold. All of this information is used to
ensure that OJP/OAAG publications are disseminated to the right
audiences. A systematic renewal of registered users is conducted to keep
records as current as possible. For more information about the NCJRS
registered user file and mailing list maintenance, see Task 6, User
Registration and Mail Lists.

**DOCUMENT DISTRIBUTION**

Document Distribution is an important component of managing the
inventory of OJP/OAAG\'s hardcopy publications. Document Distribution
includes the provision of storage from which documents can be readily
accessed, the capacity to conduct bulk mailings in line with industry
standards that allow OJP/OAAG to benefit from the lowest postage rates
available, and the ability to compile complex mailings targeted to a
specific audience. Task 18\'s SOW requires that storage be provided for
between 24 and 33 titles and that 42 bulk mailings be conducted, 12 of
which are for distribution of a monthly newsletter.

In preparation for the release of a new OJP/OAAG publication, staff work
with agency staff to determine the target audience for a particular
publication and the best methods for disseminating the document to that
audience. Upon approval of the dissemination plan, Task 18 staff
coordinate with Document Distribution staff to generate a dissemination
list and the release of the publication. Special initiatives may involve
the collation by Document Distribution staff of multiple items, in
accordance with agency guidelines, before dissemination of the materials
can take place.

Inventory levels are constantly monitored, and OJP/OAAG is regularly
apprised of document levels. When document levels become low, Task 18
staff forward recommendations to the agency about the method of
continued dissemination for each document in question. Recommendations
can include recycling, reprinting, or making the document available on a
cost recovery basis. For more detailed information about document
distribution activities see Task 10, Document Distribution.

Additionally, to augment OJP/OAAG\'s dissemination of free documents,
the SOW charges Task 18 with maintaining a Fee-for-Service program that
provides products, publications, and services at a cost recovery rate.
Recommendations for new Fee-for-Service products, publications, and
services are forwarded to OJP/OAAG staff for approval. Upon approval the
new product, publication or service is implemented. Implementation can
involve coordination with Publication Support Services and Document
Distribution staff. For more detailed information about the
Fee-for-Service program, see Task 9.

**PUBLICATION SUPPORT SERVICES**

A key element of the support that Task 18 provides to OJP/OAAG is the
development of publications and other communication products. These are
vehicles for wide dissemination of information about OJP/OAAG programs
and activities to State and local criminal justice practitioners. More
specifically, the SOW calls for Publication Support Services to provide
light editing of 13 to 38 documents per year averaging 30 pages per
document and to create links to electronic versions of publications on
the Internet. Publication Support Services are also used to develop
conference materials, exhibits, and presentation materials.

With the initiation of each new publication or product through
Publication Support Services, an overview of the document is developed
that includes a description, estimated cost to complete product, and a
timeline for each stage of product development. Development activities
are reviewed with the agency on a regular basis through a status report
and publication review meetings. Task 18 staff and Publication Support
Services work together in the development of a publication to ensure its
quality both editorially and substantively as well as ensuring the
accuracy of document formatting in accordance with established standards
by the agency. For more detailed information about these services, see
Task 11, Publication Support Services.

**AGENCY SPECIAL SUPPORT**

OJP/OAAG calls upon Task 18 staff to provide information support to its
own staff, grantees, and contracts on new and special initiatives. This
special support can include information searches of internal and
external data bases, provision of specialty materials, and production of
special items. It can also involve meeting with OJP/OAAG or grantee
staff to provide expertise in coordinating a special meeting or other
event, accessing information, or developing or initiating innovative
methods of disseminating information on OJP/OAAG publications and
initiatives. Often this support is requested and needed on an expedited
basis.

**MANAGEMENT AND ADMINISTRATION**

The management and administration activities for task 18 include
planning, budgeting, monitoring, and reporting on Task 18 activities
through monthly progress and financial reports and summaries of survey
responses.

The monthly progress report presents monthly statistics on request
processing, document distribution, and electronic transactions
(Fax-on-Demand and the Internet). It also reports in detail on
highlights, support provided to OJP/OAAG, and networking activities
including conference travel and document support.

Monthly financial reports present trends in spending from the beginning
of the contract period to the present. They also present a breakdown of
expenditures by subtask so that unusual spending patterns can be
identified and accounted for. Prior to the issuance of a monthly
financial summary, staff review all charges made to the contract to
ensure accuracy. When charges are called into question, the staff work
with Continuing Analysis to gather more information about a specific
charge and make a determination on its appropriateness.

Surveys of activities assess how well OJP/OAAG publications, materials,
and services are meeting the needs of the field. With the initiation of
all survey activities, the staff coordinates with OJP/OAAG to make sure
that the information collected answers questions pertinent to OJP/OAAG
priorities. Surveys have assessed the ease of accessing information, the
usefulness of the information, and the methods the criminal justice
community at large uses to access information. For more details, see
Task 7, User Surveys, and Task 8, Continuing Analysis.

**COMPUTER OPERATIONS**

The Computer Operations task provides management, administrative, and
technical support to Task 18 computer needs including maintenance of the
NCJRS Document Data Base, the NCJRS World Wide Web and gopher sites, the
order fulfillment system, and the NCJRS LAN configuration. Computer
Operations also provides support for electronic demonstrations at
conferences and meetings. Additionally, Computer Operations provides
statistical information on the use of all these electronic information
tools. When further information is needed, a request for special
programming is made by Task 18 staff. For more information, see Task 1,
Computer Operations, and Task 4, Search, Retrieval, and Referral
Service.