Seminole Community Library @ SPC Seminole Campus

Policies of the Seminole Community Library

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Reference Services Policy

Purpose

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.

Reference Services

Answer patrons' questions about the library, its collections and services.
Help patrons locate items in the library's collection.
Assist patrons in using the library's databases and other online sources.
Assist patrons in evaluation of resources to best meet information need.
Instruct patrons in using the library's computers and other equipment.
Aid patrons in conducting research by identifying potential resources or by suggesting possible search strategies.
Select and organize reference resources in all formats.
Create pathfinders and other printed guides to the library's resources.
Teach/model information literacy skills for lifelong learning.

Reference Staff Core Competencies and Characteristics

Reference services are provided by qualified librarians with formal training or experience in this area of librarianship. A reference librarian will meet the basic qualifications for the position of Librarian I, II, or III as set forth in the City of Seminole's Pay Classification System. In addition, Reference staff will strive to adhere to the "Professional Competencies for Reference and User Services Librarians" and to the "Guidelines for Behavioral Performance of Reference and Information Service Providers", both of the Reference and User Services Association, American Library Association:

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. While no strict time limit can be set for a reference transaction, staff may need to limit their assistance to five or ten minutes when they see other patrons waiting for assistance.

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.

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.

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.

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.