Reference Service Policy
Assisting the public with their reference needs is one of the most important functions of the Westmont Public Library. The Library has developed the following policy to ensure the highest possible quality of reference service within the limits of available resources.
Reference services and access to the entire reference collection are provided to patrons of all ages.
Reference service is provided to
non-residents, but if the information is not available at
the patron will be referred to his local library or advised to purchase a non-resident card.
Trained staff provides reference service all hours the library is open. A professional librarian, or other
staff member who meets the training requirements of Suburban Library System Minimum Reference
Standards, staffs the Adult and Youth Services’ desks.
The Adult Services staff responds to all requests for information, whether submitted in person, by
telephone, e-mail or in writing. All requests are handled with impartiality and confidentiality.
Youth Services Staff refer questions to Adult Services if they are unable to meet the patrons’ need.
The library is not liable for any damages incurred as the result of using information provided by library staff or resources.
When assisting a patron, the librarian devotes full attention to that patron’s question until it is either answered or it is determined by the librarian that additional research needs to be done at a later time. At very busy times the librarian may temporarily limit the time spent with one patron; but every attempt will be made to complete the question at a later time. If research is to be done later, the patron will be notified of results in an appropriate manner.
4. Timeliness
All requests for information will be answered, referral initiated, or work continued within two (2) full working days (Monday through Friday) of the request being submitted.
Referrals include the use of SLS Reference Service, SLS Interlibrary Loan, SLS Photocopy Service, telephone contacts, Infopass visits, community and governmental resources, etc.
The patron will be given status reports upon receipt from the referral agency. Status reports will be provided as appropriate if the request takes longer than 48 hours to answer. The Adult Services Staff decides when all reasonable sources have been exhausted. Every effort will be made to notify patron of notice or status.
If the library has not heard from the patron in one month, the library will consider the question closed.
a. Request Priorities – The patron who comes into the library for service takes priority over the patron who telephones, followed by e-mail requests and mail requests. At times of heavy in-library use, the telephone patron’s number will be taken and his call returned as soon as possible. The librarian may determine that an answer is too complex or subjective in nature to be accurately given over the phone and may arrange for an alternative method to convey the information. The number of questions answered over the phone for one patron may be limited by time available.
b. Circulation – At the librarian’s discretion, which may include consultation with senior staff, Westmont Public Library cardholders may check out reference materials for return on the next business day. Reference materials incur a fine per hour for each hour over due, as established in the Fine & Fee schedule. Lost or damaged reference materials are subject to costs and fees.
c. Special Services – Sometimes there are fees for services requested from another agency. The costs will be passed on to the patron. Whenever there are fees, the patron will be informed prior to the forwarding of the request if the library is aware of costs prior to submitting the request. These may include specifically requested computer database searches resulting in online searching charges from another agency, photocopy charges from SLS or a supplier, or Interlibrary charges from a loaning library or SLS.
d. Fax requests
· Westmont Public Library will fax responses to reference requests submitted by Westmont cardholders. Non-Westmont cardholders will be notified to contact their home library.
· Westmont Public Library will fax up to ten (10) pages in response to a Westmont cardholder’s request.
· Westmont Public Library is not responsible for the quality of copy provided.
e. Special Inquiries – Special inquiries will be treated in the following way:
· Appraisals – patrons will be directed to probable sources of information.
· Business, legal, tax and medical inquiries – staff will provide information but not interpretation.
· Personal recommendations – staff will not recommend a product or service with the library’s endorsement.
f. Electronic Information Services and Networks
· Electronic sources make accessible a world of information. Access to these sources is available in accordance with the library’s mission and Electronic Information Network Policy. Due to the vast resources of electronic information, librarians are familiar with some but not all available resources.
Online reference searches are meant to complement reference resources available in other formats.
· Fee Based Searches
The Westmont Public Library does not provide on site fee based searches. All such searches are sent to the Suburban Library System Reference Service and are completed in compliance with their policy and procedures. The patron must sign an online search form agreeing to pay all charges including printing before the search will be made. Payment, in cash or check, is required at the time the search is completed.
Staff will search the Internet either at the request of a patron or as an additional source when answering
a reference question in compliance with this policy and the Electronic Information Network Policy.
· Printing Charges
When either the patron or a librarian has used an Electronic Information Network source, including CD-ROMs and the Internet, the patron is assessed a fee for each page printed. In the case of the librarian printing pages in answer to a patron’s question, the patron will be informed of the probable printing costs prior to the pages being printed. At the discretion of the librarian, the librarian may print a limited number of pages at no charge in response to a reference question.
Reference and information services are evaluated annually. The Reference Service Policy is reviewed annually by staff, administration, and board of trustees.