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Frequently Asked Questions


FAQ's about services at the Andrew Heiskell Library.

I just sent in my application. Now what?

The library processes applications as soon as they arrive. This involves verifying the certification, entering the patron information into the library’s computer database, and preparing the welcome packet for mailing. Three business days are usually needed to complete this process. Included with this handbook, you will find catalogs, the current newsletter, and instructions for the talking book player if that service was requested. Patrons who requested books in the audio format are also sent a talking book player in a separate package.

As soon as registration is complete, we will start sending audio and / or braille books to patrons who opted to let the library choose books by subject when their requests are not available.

You must borrow at least one talking book or magazine annually in order to keep the talking book player. Downloading a book from BARD counts.

How do I order books?

You will be receiving catalogs in the mail, either Talking Book Topics or Braille Book Review or the combined version. Each has an order form. The large print version of Talking Book Topics has order pages in the back of the books, while the other catalogs have separate forms. When sending these in, make sure your name and address is on the forms. Some will have this information imprinted on them, but some will require you to write the information in. The catalogs are sent every two months. You do not need to return them to the library.

You may also order by calling, faxing, e-mailing, or writing a separate letter to the library. Be sure to include your name, address, and telephone number with the order. Because the beginning of the week is usually the busiest time for telephone calls, you might want to try later in the week or Thursday evenings.

How do I know what books you have?

Along with the catalogs that will be sent every two months, we will send you a starter set of older catalogs. People with access to the internet can check PAWS, our online catalog. And you can always contact the library for more information.

How do I find out if you have a particular book?

The best ways are to check PAWS, the library’s online catalog, check the NLS website catalog, or call the library. You may also write, fax, or e-mail your request. Contact the library to get your user login and password to order books through PAWS.

How often will I get books?

Service depends on how your application was filled out. At the start of service, patrons will either receive only the books requested or, if requested titles are not currently available, books from indicated subjects will be sent. Unless other arrangements are made, the library will automatically send out two titles each day until an arbitrary maximum of ten is reached. After that point, books won’t be sent until those already loaned to the patron are received after being returned. You may contact us to make changes to your profile and service at any time.

How many books can I ask for at one time?

You may request as many books as you would like to read. The more titles you ask for, the easier it will be for us to find something available to send you when you need something to read.

What if I want books sent on a different schedule?

We can change your service to weekly, bi-weekly, or monthly. We can also set your service from automatic to manual. Manual service, also called On Request Only, means you will have to contact the library whenever you want a book.

How do I listen to the talking books?

The library provides special talking book machines free of charge to play the digital format audio cartridges. These are very easy to use and come in two models. The advanced machine has all the features of the basic machine plus a few extra controls to navigate indexes and contents pages found in non-fiction books.

Patrons must borrow at least one talking book per year in order to keep their service status active and keep the machine. If not being used, the machine must be returned to the library. Downloading a book from BARD counts for the digital player.

In addition, many companies make NLS-compatible digital players for sale. These are often smaller than the desk model provided by the library. The library can provide catalogs and/or contact information for some of these companies upon request.

You can read more about the talking book machines on our Special Equipment page.

How do the players work?

See the following for instructions:

If the machine stops operating properly, contact the library to get a replacement machine.

How long can I keep the books?

You may keep the books for as long as you need to read them. The suggested time is four to six weeks. The library does not charge for overdue or lost books, but we will send out overdue notices. You must return books in order to get new ones.

What do the letters on the books mean?

  • DB = Digital Book
  • RC = Recorded Cassette
  • BR = Braille
  • BRA = Specially produced braille books
  • RCF = Recorded Foreign Cassette (for languages other than English)

I haven’t gotten books for a while. Why not?

This can be due to a number of things. Books might have been sent to you but you might not have received them yet. You might not allow the library to choose from subjects for you and none of the titles you asked for are available. You might let us choose, but you’ve read all of the available books for your favorite subjects. We might not yet have gotten your books back. There might have been problems with delivering books to you and they were returned by the post office. The best thing to do is contact the library so we can figure out the best solution.

How do I return the books when I’m finished with them?

Place the cartridge back into its container. If you borrow a cassette book, please be considerate of other patrons and rewind the cassettes before returning them. The easiest way is to put them in the cassette player odd side up and press the rewind button. If already rewound, nothing will happen. Then place the cassettes back in their container and seal it with the plastic straps. Braille books should be secured in their boxes.

Remove the mailing card from the slot. This card has your address on one side and the library’s address on the other. It also has a punched hole on the side near one corner. On the patron address side, the hole in on the left and on the library’s address side, the hole is on the right. Turn the card over so the hole is on the right, meaning the library’s address is facing up, and slip it back into the slot.

The cassette containers may be dropped into any mailbox. Braille book boxes are too large and need to be brought to the Post Office. The cards are stamped FREE MATTER FOR THE BLIND OR HANDICAPPED. No postage is needed.

It is advisable to listen to only one cassette book at a time to make sure the right cassettes get back into the right containers.

Should I return the books all at once or one at a time?

To ensure a steady flow of books to you, please return each title as you finish it. If  you wait, we won’t know you need new books since it can take up to a week to ten days for books to travel through the mail.

The talking book is damaged. How should I let the library know?

Place a string or rubber band around the damaged cartridge or cassette. Do not include notes. Do not put anything on the outside of the container. All books will be inspected upon receipt at the library and we will see the string or rubber band. Notes are often misplaced or not noticed. They are also against postal regulations.

The book seems to be missing cassettes. How can I tell?

Cassette books are numbered for the first side of the cassette. Since there are four side to each cassette, the numbers will be: 1, 5, 9, 13, and so on. When you listen to the first cassette, the narrator says how many cassettes the book was recorded on. In addition, on the label on the side of the container, there is a number with a C. That tells how many cassettes should be in the container. If in doubt, you can also contact the library to ask.

If the book is indeed missing a cassette or two, drop a string or rubber band loose inside the container and return the book. If you would like another copy of the book, contact the library. Do not put a note inside the container.

My machine won’t work. What do I do?

You may either bring the machine in for an exchange or contact the library for mailing instructions. We will send an adhesive-backed label to place on the box to return the old one. You may wait until the new player arrives so you can use that box, or use any box it will fit if you no longer have the one it came in.

I don’t like the books I’ve been getting. What should I do?

Contact the library and we’ll adjust the subjects or make other changes to your file as needed until you are happy with your service.

I’m getting too many (or too few) books. What should I do?

Contact the library and we’ll make adjustments to the number of books sent each time and the maximum you receive. These adjustments can be made at any time. On occasion, it takes a few tries to get a satisfactory schedule arranged.

Can I get magazines in braille or in audio format?

Yes. Magazines are available from NLS. A catalog of the NLS magazines is available online and upon request.

Also, the library can submit subscriptions for National Federation of the Blind’s Newsline, a newspaper reading service available by telephone.

I want to stop getting a magazine. What do I do?

Contact the library and we’ll cancel the subscription. This might take a week or longer to take effect and you might receive another magazine before the cancellation is completed.

Can I get only magazines?

Yes. Just let us know and we’ll change your status to Magazine Only.

Does the library have books in languages other than English?

Yes. The library has a large collection of Spanish language cassette books and a small number of Russian language cassette books. There is also a limited collection of books in  other languages are available. We can send lists of these titles upon request. As there are limited quantities of these titles available for all of the United States, there is usually a wait for these titles.

I want to learn how to play a musical instrument. Can I get music instructions in audio or braille?

Yes. NLS runs a music division. Music services are provided directly to readers from NLS in Washington, D.C. The program of music services includes a circulating collection of braille, large print, and recorded instructional materials and a subscription program of magazines produced in braille, on digital cartridge, and in large print. Contact the Andrew Heiskell Library if you would like to apply for this service.

Can I get music from the library?

Musical recordings intended solely for listening are not part of the music collection, as these materials are readily available from stores and local public libraries. Patrons with library cards from either The New York Public Library, Brooklyn Public Library, or Queens Borough Public Library may borrow music cassettes in person from the library. These cassettes, along with other New York Public Library materials (including large print books and descriptive videocassettes) have a specified due date and fines for lateness will be charged.

Does the library send videos?

The library does not provide videos.

Can I get large print books mailed to me?

Large print books are available in local branches of The New York Public Library, Brooklyn Public Library, and Queens Borough Public Library. Homebound patrons in Bronx, Manhattan, and Staten Island may contact The New York Public Library’s Books-by-Mail program about receiving large print books by mail.

The New York Public Library Books by Mail

Brooklyn Books by Mail
718 - 376-6185

Queens Borough Public Library Mail-A-Book Service
718 - 776-6800

I want to stop getting books for a while. What should I do?

Contact the library and we’ll put a temporary hold on your service. Then, when you’re ready for more books, just let us know. We can do a temporary stop and you’ll continue to receive magazines, catalogs, and our newsletter, or a longer suspension of service that will cancel your magazines and catalogs, as well as our newsletter. Then, when you resume service, you will have to contact the library start the subscriptions again.

Remember, you’ll need to borrow at least one talking book a year in order to keep the playback machine.

I had stopped getting books, but want to start receiving them again. What should I do?

Contact the library and we’ll reinstate your service.

I want to cancel my talking book or braille service.

Contact the library for instructions. You may either bring in your machine or we’ll send you a label for its return. All equipment borrowed from the library is federal property and must be returned.

I’ll be out of town for a few months. Do I need to stop my library service?

No. If you’ll be staying elsewhere in the United States, you may continue to receive service from the library at an alternate address. You may also opt to register as a temporary patron with the regional library nearest to where you’ll be staying.

I’ve moved. Do I need to tell the library?

Yes. In order for you to keep getting library materials in a timely fashion, without interruption, it is important to keep us up-to-date regarding your address and telephone number.

Can I have my library material sent to a different address than my home?

Yes. We need your legal address for our records, but we can put in alternate shipping addresses if you want.

I’m moving out of New York City. Can I keep my library service?

Yes, if you’ll be moving elsewhere in the United States or one of its territories, we’ll be able to transfer your records. Contact the library with your new address and we’ll give you information about the library that will be serving you.

I’m leaving the country. Can I still get talking books and braille?

People who will be out of the country receive service directly from NLS in Washington, DC. Power adaptors are available from NLS.

Contact the Andrew Heiskell Library for more information.

My friend (or relative) wants to get service, but doesn’t live in New York City. Who should they contact?

They can contact us and we’ll locate the right library for them, provided they live in the United States or one of its territories.

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