I. OBJECTIVES OF THE REFERENCE
DEPARTMENT
A. The primary objective of the Reference Department is to assist the
library’s users in locating and using information resources. Specific
objectives include:
1. answering questions by providing directions or information from
reference
resources
2. suggesting information sources and approaches, including referrals
to resources outside the library, that are likely to serve the information
needs of users
3. assisting with the use of reference resources
4. providing instruction in the use of the library and of library
resources
5. building and maintaining a collection of reference materials and
arranging it for
effective use
II. DEFINITIONS
A. For purposes of this policy, a University affiliated person is defined
as:
1. Students who are currently enrolled or are enrolled for the next
semester
2. UW-River Falls faculty and staff
3. Emeriti/retired faculty and staff
III. SERVICE ETHICS
A. The questions and information needs of users are treated confidentially.
The resources
used by library patrons and the transactions between users and reference
staff members
will not be discussed or disclosed except within a professional context.
B. While the library is primarily a resource for the faculty, students
and staff of UW-River Falls, as a state-supported institution it is
also open to the public. No distinctions are made between different
categories of users when providing routine reference service. Reference
staff give service to library users accurately, efficiently, and with
courtesy without showing favoritism to any one user or group of users.
C. All library materials, including all electronic resources available
on Library Infostations, may be used by all library users who come into
the library, regardless of their category or affiliation with the University.
D. Generally, users asking ready reference questions will have the
information provided for them, while users with more difficult and involved
questions will be instructed in how to conduct their own research.
IV. TYPES OF REFERENCE SERVICE
A. Reference Interview. Reference staff always determine the needs
of the patron, using a reference interview when necessary, to clarify
the patron’s request.
B. Directional questions. Reference staff provide directional assistance
and answer general questions about the library and its services. Questions
of a mechanical nature
about photocopiers and microform copiers are referred to the Circulation
Desk.
C. Ready Reference. Staff provide reference information to the patron
on a person-to-person basis, and by telephone, letter, fax, or electronic
mail.
D. Reference. When assisting patrons one-on-one with reference requests
that require the in-depth use of one or more reference sources, staff
instruct them on the use of information resources in order to teach
them to obtain information themselves.
E. Instructional Materials. Reference staff prepare and provide instructional
materials to help patrons locate library material and use information
resources.
F. Interlibrary Loan. Reference staff offer interlibrary loan as an
option to University- affiliated patrons to obtain materials not available
in the Chalmer Davee Library. Staff review requests for accuracy and
to determine that the requested material is not available in the library
or in a licensed electronic database prior to forwarding the request
to the Interlibrary Loan Office. (See Interlibrary Loan Policy for details).
G. Online Search Service. Reference staff recommend staff-mediated
online searches, when the situation warrants, to locate information
for University-affiliated patrons. (See Online Search Service Policy
for details).
H. Library Instruction. Library instruction staff schedule formal library
instruction classes when a library assignment is a component of a class.
Faculty must schedule sessions directly with the librarian who will
meet with the class. Generally, classes will be scheduled with a one
week minimum lead time. Instructors must be present during a library
instruction session. A master schedule of sessions is maintained at
the Research Help Desk.
The library endorses the Information Literacy Competencies and Criteria
for Academic Libraries in Wisconsin (Adopted by the Wisconsin Association
of Academic Librarians October 9, 1998). Librarians design instructional
sessions with faculty in order to integrate these criteria into the
University’s curriculum.
Reference staff work with staff from Student Services to orient new
freshmen to the library at the start of each new academic year. High
school groups and other groups not affiliated with the University
are welcome to schedule a formal instruction session if need dictates.
I. Electronic Reference Service. UW-RF faculty, students, and staff
and the non-UWRF community at large can send reference questions to
the Reference Desk email account from the library’s homepage.
Email questions do not take priority over walk-ins or phone questions,
but are answered as time permits.
Ready reference questions are answered directly. For more involved
reference questions, the patron is provided suggestions for library
resources they should consult.
Questions from non-UWRF affiliated users are accepted if the subject
is clearly something that the UWRF library is better equipped to handle
than other libraries in the area. Questions related to local and campus
history or genealogy are referred to the University Archives and Area
Research Center. For general questions, the non-affiliated patron
is referred to their local public library.
J. Telephone Reference Service. Telephone reference calls are accepted,
but do not take precedence over patrons waiting for service at the Reference
Desk. Assistance provided to telephone callers differs from that given
the patron at the Desk. Generally, staff provide answers to directional
and factual ready reference questions and help patrons complete or verify
bibliographic citations. Callers requiring extensive subject searches
or lengthy assistance are asked to come to the library.
An answering machine picks up the phone at the Reference Desk when
a staff member is away from the Desk. Callers are directed to phone
back within five minutes if they are calling during regular business
hours.
K. Genealogy and Local History. Questions related to genealogy, local,
and campus history are referred to the University Archives and Area
Research Center.
L. Medical, Legal, Tax or Consumer Advice. Librarians do not offer
medical, legal, or tax advice or recommend particular consumer products,
but will give patrons the appropriate sources to assist them in finding
information.
M. Contest and Trivia Questions. Librarians will provide general guidance
in where to look for information to find answers to users with contest,
trivia, and scavenger hunt questions.
N. Referrals to Other Libraries. When another library is likely to
have information of relevance to a user’s need beyond that available
at the Chalmer Davee Library, a reference librarian will refer the user
to that library. Users are often referred to the River Falls Public
Library to access a more popular level of information.
O. Materials on Hold. Librarians generally do not retrieve or hold
specific materials for users. Some materials may be held for a short
amount of time if a user is leaving the library but will return shortly.
V. REFERENCE DESK STATISTICS
A. A daily record is maintained of all questions answered by reference
staff at the Reference Desk. Three types of questions are recorded:
reference, ready reference, and directional.
B. Reference Questions. An extended information contact which involves
the use, recommendation, interpretation, or instruction in the use of
one or more reference sources, or knowledge of such sources, by a reference
staff member.
C. Ready Reference Questions. A reference question which can easily
be answered by consulting one source, which generally can be completed
in a short amount of time.
D. Directional Questions. A simple question that can be answered without
consulting any library resource.
VI. LIBRARY ASSIGNMENTS
A. Assignment Alert. Advance notice from faculty of library assignments
is solicited via the Library Assignment Alert, which is distributed
to all faculty at the beginning of academic year and also is available
on the library web page. Completed Assignment Alert forms are maintained
in a file at the Reference Desk.
B. Faculty Consultations. Consultation with faculty members who give
their classes library assignments is occasionally necessary. Such faculty
members are contacted when students or librarians have difficulty interpreting
an assignment. Any information provided is made available to all staff
working at the Reference Desk.
C. Levels of Assistance. Because librarians routinely do not ask the
purpose of a patron’s question (except to assist with determining
the patron’s needs during the reference interview), they do not
withhold assistance from students working on take-home exams or other
class exercises. When a class assignment requires extensive assistance,
to save staff time a list of correct sources may be drawn up and kept
at the Reference Desk.
VII. REFERENCE COLLECTION
The Reference Department maintains a Reference Collection to support
reference services. The Collection consists primarily of print, microform
and electronic materials. (See Reference Collection Development Policy
for details).
VIII. REFERENCE INFOSTATIONS
Reference Infostations may be used by all university-affiliated and
non-affiliated users to access the library’s online catalog, electronic
reference sources, and internet resources. (See Policy on Internet Use
for details).
IX . REMOTE ACCESS TO LICENSED RESOURCES
A. University affiliated users are allowed access to library licensed
resources from home.
B. Non-affiliated users may use licensed resources in the library only.
Citizens of the state of Wisconsin have home access to Badgerlink databases,
and are directed to their local public library for more information
on this program.
X. SPECIAL PERMISSION CHECKOUT
A. Materials from the Reference Collection do not circulate outside
of the library. Permission to checkout general non-circulating materials
(e.g., reference books, periodicals, Curriculum Materials Center materials)
to UWRF faculty, students and staff will be granted by librarians at
the Reference Desk. Special permission to checkout non-circulating materials
from the Reserve, Government Document and Archives collections will
be granted by authorized staff in those departments.
B. The length of time that materials may be kept is determined by the
librarian, based on the needs of the library user. The time period should
be as short as possible.
XI. PRINTING
Printing is available from all public workstations in the Reference
Area, the Library supplies toner, patrons must supply the paper.
XII. QUIET STUDY
The reference area is not intended to be a quiet study area, and consultation
in a normal voice between librarians and library users is necessary
for effective reference service. Library users requiring quiet study
are directed to designated quiet study areas.
XIII. SUPPLIES
Generally, reference staff will provide small amounts of supplies to
patrons. Scrap cards and pencils are routinely supplied at public workstations.
Small amounts of paper clips, rubber bands, white-out, etc. are provided.
A stapler, scissors, and three-hole punch are provided for public use
at the Reference Desk. A typewriter for public use is available in the
Reference Area.
2/21/2000
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