Re-adopted by the Louisville Public Library Board of Trustees,
November 17, 2004. 

Mission of Reference Services

The mission of the Reference Department is to support the information resource requirements of the community using professionally trained reference staff. The staff will utilize American Library Association materials, as well as monitor customer requests to forecast user requirements. The staff will follow the "Guidelines for Behavioral Performance of Reference and Information Services Professionals" approved by the Reference and Adult Services Division of the American Library Association in January 1996.

The purpose of reference guidelines is to describe the services which are offered by the department, set standards for service, and to provide guidance for reference staff. Reference staff members serve as the link between resources and patrons. In that role, it is important that staff members be:

• Knowledgeable about library materials, electronic services, and reference transactions.
   
• Able to demonstrate a high degree of interest in the reference transaction and commitment to providing the most effective assistance.
   
• Protective of each information user's right to privacy and confidentiality.
   
• Objective and not interject value judgments about subject matter or the nature of a patron's question.

Reference customers are people seeking information whether in person, by telephone, fax, email, or other electronic conveyance. Reference services are nondiscriminatory on the basis of age, race, or disability. The department's highest priority is to provide personal assistance to patrons who are on site. Inquiries received by mail, telephone, fax, or e-mail will be answered as expeditiously as possible. At their discretion librarians may return long distance reference calls when appropriate. Confidentiality of user requests is respected at all times.

If the user is referred to another library, librarian, subject expert, or institution, it is important to facilitate the process by confirming that the other resource can provide the information and will extend its services to the user. The librarian may call ahead or check an online catalog to facilitate the process. The librarian will provide the patron and other information provider with as much information as possible to facilitate the search.

General Service Guidelines

1. Staff members can provide information but should not interpret that information. Instruction will be provided in the use of library resources, as time permits, enabling users to pursue information independently and effectively if so desired.
    
2. A patron may not know how to locate materials thus requiring a staff member to accompany the user to a service area or computer catalog. Users are encouraged to return to the reference desk if they are unsuccessful in finding what they need.
    
3. Care must be taken with telephone, mail, e-mail and fax messages because it is easy to misinterpret phone messages and written communications. Only factual information should be given over the phone, with the source cited. Users may have to be told that the library does have information on a topic, but that they will have to come to the library to use and/or interpret it.
    
4. Reference staff should always point out publication dates, and the user may be warned that more current information may be available on the topic.
    
5. As time permits, reference staff will help patrons to search the Internet for information, and when possible, staff will assist patrons in determining the reliability and authenticity of Internet sites.
    
6. Questions requiring an extended amount of research time may be handled at the discretion of the reference librarian.

Specific Question Guidelines

1. Medical, Legal and Business Information
   When asked medical, legal, and business information the staff member will follow the "Guidelines for Medical, Legal, and Business Responses at General Reference Desks" as prepared by the Standards and Guidelines Committee, Reference and Adult Services Division, American Library Association, Jan. 1992. [see attachment]
    
2. Electronic Information Resources
   Staff members will follow the "Acceptable Use Policy for Computer Resources" as revised and/or re-adopted by the Louisville Public Library Board of Trustees.
    
3. Consumer Evaluations
   The staff should help patrons locate consumer information by showing them the Consumer Table, and how to consult electronic indexing and related periodicals which may lead to product evaluations. The staff does not offer personal opinions recommending one product over another.
    
4. School Assignments
   Questions regarding school assignments will be treated as any other request for reference assistance.
    
5. College Catalogs
   Colorado's college catalogs are provided for use in the library only.

Loan of Reference Materials

Reference materials are intended for use in-house. Staff may occasionally approve the loan of reference materials following the "Guidelines for Checking-out Reference Materials," which was developed and adopted by staff.

Collegiality

The Reference Desk will be maintained in such a way that the staff appears approachable and welcoming. Staff will make each transition to another staff member smooth by clearing the work area of personal items and communicating any appropriate news, issues, pending research, or problems that may have arisen during the previous shift.