The Mariners' Museum

The mission and purpose of The Mariners’ Museum is to illuminate mankind’s experience with the sea and the events that shaped the course and progress of civilization.We accomplish our mission by collecting, conserving and interpreting the important objects which record our maritime history, by studying and exploring our present and future relationship with the sea, and by widely exhibiting and disseminating the knowledge gained in ways which promote understanding and appreciation for our relationship with the world’s waterways. Incident to the whole, The Mariners’ Museum Park and Lake Maury offer the residents of and visitors to the area the opportunity to experience the beauty and peace of an oasis in the city, to enjoy healthy exercise on the Noland Trail and to enhance their appreciation of the natural habitat of the park. (Adopted by the Board of Trustees, June 12, 2000)

The Mariners’ Museum Library at Christopher Newport University

The mission of The Mariners’ Museum Library at Christopher Newport University is to maintain the finest maritime collections in North America and to become the primary source of information for international maritime researchers. We accomplish our mission by consistently delivering high quality information on a timely basis to all our customers in a professional, courteous, pleasant research environment. We strive to provide user-friendly access to our collections and to enhance and support the Museum’s mission and international reputation. (Adopted by the Board of Trustees, May 13, 2008)

Our Customers

We serve a diverse community of researchers interested in all facets of maritime culture. See Appendix A of this document for a representative listing.

Our Customer Service Values

• We provide the highest level of service to all library users through appropriate and usefully organized resources; equitable service policies; equitable access; and accurate, unbiased and courteous responses to all requests. (ALA Code of Ethics, adopted June 28, 1997)
• We protect each library user's right to privacy and confidentiality with respect to information sought or received and resources consulted, borrowed, acquired or transmitted. (ALA Code of Ethics, adopted June 28, 1997)

Our Customer Service Commitment:

If You Need Information about The Mariners’ Museum Library at Christopher Newport University, you will be able to obtain current information about The Mariners’ Museum Library at Christopher Newport University, our services and holdings, by visiting our website, www.MarinersMuseum.org, or by contacting us via mail, telephone, fax, or email. If you ask Library staff or volunteers a question, you will receive accurate information. If the person you ask cannot answer the question, you will be directed to someone who can. The Library is owned, maintained and operated by The Mariners’ Museum within the walls of the Paul and Rosemary Trible Library at Christopher Newport University.

If You Visit One of Our Websites 

You will find it to be usable, accessible, and current. You will also see an ever-increasing volume of electronic resources and products, such as:

• Finding aids for manuscript collections
• Updates to the Library’s online public access catalog of books, rare books, journals, manuscripts, microforms, and photographs
• Scanned images of photographs, plans, maps and other visual resources
• Electronic order forms for reproduction of plans and photographs and for research assistance
• Path finders, bibliographies and lists of Web resources on maritime topics
• Important announcements regarding upcoming Library events
• FAQs dealing with maritime and local history. 

If You Call or Visit Us 

You will find Library staff or volunteers available to assist you promptly and courteously during our business hours. Our facilities will be clean, accessible, and properly illuminated. Our public access hours will be prominently posted at the Library entrance and noted in our brochures and other information sources.

If You Come to Do Research

We will provide the support and information you need to learn how to search and request library holdings. We will give you a copy of Library use guidelines for your review and signature upon registration. You will receive the materials you request for use in the Herbert H. Bateman Maritime Research Center in a timely manner. If a delay is encountered, you will be notified of the problem and given an indication of when the materials will be available.

If You Purchase One of Our Booksale Items Online

The item will be available and ready for shipping in secure packaging that protects against damage. You will receive a response from us within two business days of your request. The Library complies fully with the policies, performance standards and code of conduct of its online bookseller, AbeBooks.com™.

If You Submit Written Requests for Research

You will be sent a response to your written request for research within 6 weeks after we receive your letter, fax, or email. You will receive a response from us even if we are unable to find any information in our holdings regarding your request. 

If You Place a Reproduction Order

We will provide you with the best possible copies. You will receive your copies within 60 days after we receive your order, or contact you to tell you how much longer to expect it will take to get you your copies. Orders for photographic reproductions for publication from the Chris-Craft Archives can be sent directly to chriscraft@marinersmuseum.org. Orders for all other photographic reproductions for publication can be sent directly to the Museum’s Photographic Services department at licensing@marinersmuseum.org.

If You Attend One of Our Public Programs

You will find information about the location and time of the program at the Library entrance during business hours. You will also be informed of Library programs in the galleries and in the Roper Theater through a public announcement in the Museum. You will find our programs to be enjoyable and informative. You will receive accurate, honest, clear presentations and will have the opportunity to ask questions. You will also be able to hear and express different points of view.

If You Had an Unsatisfactory (or a Satisfactory) Experience

You can contact us. If our service has not matched our values and standards for customer service, we want to know about it, so that we can do something about it and get it right the next time. If we cannot solve your problem immediately, you can expect a follow up response within seven working days. If we have served you well, we would also like to know.

Here are two ways to share your thoughts:

• Discuss the experience with the person who served you
• Contact Mary Sellen, Library Director, at 100 Museum Drive, Newport News, VA 23606 (tel. 757-594-7130).

Identification of Customers Served

Appendix A
The Mariners’ Museum Library at Christopher Newport University serves a wide cross-section of the general public interested in maritime culture. The following list of customers includes but is not limited to: