SEMINOLE COMMUNITY LIBRARY

AT ST. PETERSBURG COLLEGE, SEMINOLE CAMPUS

REFERENCE SERVICES POLICY

I. Purpose of the Policy

· To explain the Reference Section’s tasks and duties.

· To describe the core skills and competencies of the reference staff

· To state the professional, ethical and behavioral standards of reference service.

· To outline parameters of reference service to insure consistency and clarity.

II. The Reference Section’s Tasks and Duties

To many people libraries are mystifying if not downright intimating places. The reference section helps alleviate patron concerns and perplexities by:

· Answering users’ questions about the library, its collections and services

· Helping them locate items in the library’s collection

· Assisting them in using the library’s databases and other online sources

· Instructing them in using the library’s computers and other equipment

· Aiding them in conducting research by identifying potential resources or by suggesting possible search strategies

· Selecting and organizing reference resources in all formats

· Creating pathfinders and other printed guides to the library’s resources

III. Reference Staff Core Competencies and Characteristics

Normally reference service is provided by a Librarian II or Librarian III, who may be assisted from time to time by other staff members or volunteers. However, it is the intention of the library administration there will always be a qualified reference librarian at or near the reference desk whenever the library is open. In addition to the qualifications required by the City of Seminole Pay Classification System for the Librarian II or Librarian III positions, reference staff will:

· Have formal training or experience in the fundamentals of reference service, including knowledge of essential reference sources, a grasp of research techniques and good inter-personal skills.

· Be familiar with the library’s print and electronic information resources, including the online catalog, subscription databases, the library’s electronic book collection and the library’s web site.

· Know how to search the World Wide Web effectively using search engines, subject guides and directories; know how to formulate effective searching strategies.

· Capable of handling everyday patron computer problems, such as formatting documents, using e-mail (including setting up accounts and attaching files), navigate web pages, or use library printers or scanners.

· Be well read and knowledgeable in a variety of subjects

Because reference is first and foremost a public service, successful reference librarians need to have these personal characteristics:

· A powerful drive to assist people

· Be empathic and approachable

· Know how to employ active listening skills during the reference interview

· Strong verbal and non-verbal communication skills

· Imagination and intellectual flexibility

· Persistence and willingness to pursue questions to a conclusion

· Curiosity and willingness to learn

· A good memory for details

· Great reserves of calm and patience

· A well developed sense of humor

Excellent reference librarians tend to be non-judgmental and open-minded in their pursuit of information and their quest for knowledge. 

IV. Standards of Service

Assisting the immediate library user, whether in person or on the telephone, takes priority over all over tasks. All patrons will receive respectful and courteous attention. Questions will be answered using the best and most authoritative available resource. Every reasonable effort will be made to answer the patron’s question to his or her satisfaction, keeping in mind that staffing limits may not always allow a single patron to monopolize a staff member’s time. Staff will follow behavioral guidelines set forth by the American Library Association’s Reference and User Services Association, in particular:

· Is poised and ready to engage approaching patrons. The librarian is aware of the need to stop all other activities when patrons approach and focus attention on the patrons' needs.

· Acknowledges others waiting for service.

· Employs a system of question triage to identify what types of questions the patrons have when more than two patrons are waiting. Frequently asked questions, brief informational questions, directional questions, and referrals can be answered quickly, allowing more time to devote to in-depth reference questions.

· Establishes initial eye contact with patrons, and acknowledges the presence of patrons through smiling and attentive and welcoming body language.

· Acknowledges patrons through the use of a friendly greeting to initiate conversation, and by standing up, moving forward, or moving closer to them

· Remains visible to patrons as much as possible.

V. Parameters of Service

A. Research Questions

The Reference Section assists and instructs patrons in using the library. Naturally this will involve answering questions. Most questions are factual or directional inquiries which can be answered relatively briefly. However, some may require more in depth treatment. Reference staff may aid patrons’ research by:

· Informing them of appropriate print and electronic resources

· Demonstrating how to use these resources. This may include conducting sample searches on the patron’s subject

· Suggesting alternative terms or strategies for obtaining information

· Referring patrons to other resources, libraries, or institutions when the nature of the question is beyond the scope of the library’s resources or mission

When reference staff assist patrons with research it shall be done in the physical or online presence (should the library provide chat or other online reference services) of the patron.

The Reference Section does not offer the following services:

· Actually doing the patron’s research

· Typing or otherwise preparing the patron’s documents

· Proofreading or otherwise correcting the patron’s work

· Performing calculations or translations, unless the matter can be handled briefly and is within the staff member’s own knowledge

· Providing medical, legal or financial advice or services

· Engaging in psychological or vocational counseling

· Appraising or evaluating used books, manuscripts, paintings, artwork, antiques, or collectibles.

· Preparing tax forms or answering tax questions, apart from helping patrons locate the appropriate forms.

· Giving in-depth computer instruction. By this is meant teaching patrons basic computer operations and skills or assisting them in technical problems with their personal computer equipment. Patrons desiring basic computer training will be referred to St. Petersburg College’s Life Long Learning Program, other appropriate agencies, or qualified individuals. Reference staff will assist patrons with specific questions about computer applications, if they are within the scope of the staff members’ knowledge, and will provide quick troubleshooting.

B. Interlibrary Loan

Items not found in the Seminole Community Library collection may be requested through interlibrary loan. A user must have a valid library card or be a current SPC student and be entered in the Seminole Community Library patron database. A user may not order items that the library owns or items that have been published in the last 12 months. Staff reserves the right to limit the number of requests placed.

C. Legal and Ethical Constraints

Professional ethics require library service to be provided in a non-judgmental, non-discriminatory manner. However, reference staff are not obliged to assist patrons in what they may reasonably judge to be unlawful activity or which may involve a serious risk of damage to life, limb or property.

The Seminole Community Library makes no warranties of any kind, whether expressed or implied, for the service it provides. The Seminole Community Library accepts no responsibility for the quality or accuracy of the information obtained from its resources. All users need to consider the source of any information obtained and its validity.

D. Library Service Area and Distant Inquiries

As an institution supported mainly by local taxes, the library primarily serves residents of the City of Seminole, the Greater Seminole Area, Pinellas County, the students, facility, and staff of Saint Petersburg College and its partner institutions. Occasionally, reference staff receive questions from outside the normal service area. Staff will respond to these as time and resources allow. Normally staff will not return long distance calls, but may respond using electronic or regular mail (provided that a stamped self addressed envelope has been provided) or by fax.