Reference

Library Policies

Search Process

The desk usually does not make out of town calls, this is usually handled by the office. The desk usually does not call other small libraries, only the office calls Council Bluffs for ILL, or the regional library as well. The desk may call local information calls.

The telephone calls are generally just handled through the office.

Telephone Queries

The time limit to return calls is as soon as possible.

Mail Queries

The Library Director generally opens mail and designates to others. The desk will handle magazines, newspapers, and ILL packages left to check in.

Genealogical Queries

The most of these are given to Bernadette Ellerman. The desk may answer some basic questions.

Record Keeping

Known records kept are of:

1. books we order
2. alphabetical and numerical files of all patrons' names who have cards
3. card catalog
4. accession books
5. cassette notebook, names of cassettes we have
6. daily circulation record sheets
7. ILL records, black file at desk
8. magazines - as they come in
9. names of books and patron's names who have a book on reserve in green file at the desk
10. record book of micro films ordered
11. records of state films ordered

Confidentiality

There are no names given out except if it is in the local phone directory. Red Oak has no cross reference directory.

Time limit on length of search

No definite limit, as soon as possible, patrons at desk come first.

REFERENCE POLICY

The Schroeder Public Library's reference policy is to try to meet the needs of every citizen of the community. All patrons regardless of status are assisted in their search for information and treated with utmost courtesy, respect, strict confidentiality and no censorship.

STATEMENT OF PROCEDURE

In helping patrons in their search for information librarians and aides must determine the need of the user by conducting a reference interview.

1. Reference Interview

   Establish

   1. Academic level of student
   2. Recommend Guide to Periodicals
   3. Recommend Vertical File Material
   4. Assist in finding material
      1. Show where books are on shelf -- do not point
      2. Follow up to make sure patron is getting what he needs
   5. Be courteous and respectful
   6. Adopt an open mind

   Know that each patron feels his request is legitimate and important even though it may not seem so to interviewer.

   Conduct service on a"first-come, first served basis" whether by telephone or walk-in patron.

   Give patrons prompt attention.

   If patron is wandering around room offer assistance. Judgement is necessary here --- Some patrons want to browse and do not want to be interrupted or bothered. Others may be hesitant about asking for help.

   Show where information is do not point.

2. Homework

   Because homework assignments are usually made for the purpose of teaching students the process of finding information, the library sees as its primary role the instruction in the use of library tools rather than the provision of "answers"

3. Contest Questions, Quiz Programs, Crossword Puzzles

   These questions are not answered but the patron is directed to sources from which he may seek his answer unless question may be answered as a quick fact.

4. Medical Questions

   Factual information can be provided from medical dictionaries and books but questions that involve intrepetation and opinion can not be answered.

5. Legal Questions

   Citation from codes can be given and other legal resources suggested but legal advice and/or explanation cannot be offered.

6. Books

   Recommend reference books to patrons by making available current reviewing sources. Patrons are invited to the library to view books under consideration. Patrons who have books for sale are asked to contact used book dealers.

   Appraisals are also not made on books given to the library.

7. Genealogy

   The library provides material for patrons use in making his own evaluation of books or other products. The librarian may read specific information requested from various consumer guides, but will make no recommendations.

8. Reference books are not circulated except for older editions or at the librarians discretion.

posted February 18, 2000