The Reference and Loan Library answers reference requests sent by public library systems and local libraries, including those in correctional and state mental health and social service institutions. Clientele served also include state government agency employees.
Individuals in Wisconsin or in other states should contact their local public library to find information and if that library cannot locate what is desired, the individual should ask the librarian to refer the request through the reference referral network.
The following guidelines are provided for library staff to assist them in referring requests for information. Library users who may read this document should note the importance of giving the librarian as much information as possible about their needs in
order to receive timely and effective service.
- Never say "We don't have it" without checking first.
- If you don't have the answer, offer to try to get it for the
patron, and send the question on to your central library or to
your reference referral center.
When you do send a question on, get as much information as possible
about what is needed. Relay everything the patron tells you, no
matter how trivial it seems. "How will you be using this
material?" is a non-threatening way to get more information
from the patron and will help librarians at referral centers who
have not talked to the patron provide appropriate materials.
Be sure to find out where the patron heard of the subject, book,
or article.
Find out what level and amount of information is needed. General
or brief information? Technical or detailed information? For
a grade school, high school, or college student? For medical
personnel or for a patient?
Find out what types or format of materials can be used: Books,
audiovisual materials, magazine articles.
Find out if other languages can be used.
Find out by what date the information is needed. Do not indicate
ASAP or RUSH without a specific deadline date.
Make a copy of any information the library user provides and
send it with the request.
- Be sure you understand the question yourself. If someone
asks for a book on foundations, do they want something on house
construction, organizations, or women's apparel? If it's a more
complicated question, be sure you understand it well enough to
explain it clearly to someone else.
- When giving out information, always give the patron the name
of the source where you found it.
- Always look the answer up.
Don't reply off the top of your head. It's too easy to be wrong.
For example, when asked for the spelling of a word, always check
in the dictionary, even though you think you know how to spell
it.
- Don't point.
Get up and take the patron to the book, or bring the book to
the patron.
- Be as accurate and objective as possible. If you can, check
facts in more than one place and if there is a conflict tell the
patron what you found and where. Give him any information about
the sources you can, but unless you are an expert in the subject
field, you should let him decide which is correct.
- Always be helpful, courteous and sympathetic.
- Respect the privacy of the patron.
- Keep transactions between patrons and library staff confidential.
Based on :
More From CORE: Minnesota Opportunities for Reference
Excellence, Reference Correspondence Course, c1990. (Based on
CORE: California Opportunities for Reference Excellence, Reference Correspondence Course).
For more information about reference services from the Reference and Loan Library, Wisconsin librarians may call the library toll-free at 1-888-542-5543 (menu option #5 is reference). Individual library users should contact their local public library.
For questions about this information, contact Shiela A. Pollock (608) 224-5395
Last updated on 2/25/2008 12:27:40 PM
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