Guidelines for Referred Reference Requests

Submitting the Question

Obtain as much information from the patron as possible and include it on a subject request form. For example, knowing which Chevrolet Pick-Up model series (i.e., C & K or S & T, etc.) is important in identifying the correct service manual to send. Guidelines for submitting requests for repair manuals, antiques, patents, etc., are posted on the Reference & Loan Library website at http://dpi.wi.gov/rll/reqind.html

Send or fax a photocopy/photo/drawing of any visual information on an item in a request for identification and/or value. This includes the mark (trademark/hallmark), an artist's signature, etc.

Use specific terms in requests. For example, use "20th century American folk musicians" instead of "old time musicians." If you have not talked with the patron to clarify their needs, check with them before referring a vague or ambiguous request.

If submitting a subject request and a separate monograph request to fill a subject request, note on the subject form that you are requesting the monograph. For example, when you send a request for information on Victorian jewelry, note on the subject request "requesting monograph Victorian Jewelry Design by Gere."

Use your good judgement to decide how extensively to work on a request before referring it. If you feel stuck or feel like you don't have enough time to work on a request, refer it to the next level. You may ask that the request be referred to the Reference and Loan Library if it is not filled at the system level.

Filling Requests Referred to Your Library

Be willing to photocopy and mail or fax materials directly to patron's library.

Respond to telephone or e-mail requests from RLL reference staff to have someone check local resources to see if a specific work is included in a book owned at your library.

Read responses to patrons' requests and feel free to provide feedback to Reference and Loan Library staff. Your suggestions and ideas for improving our services are welcome.

For questions about this information, contact Shiela A. Pollock (608) 224-5395

Last updated on 2/25/2008 12:27:41 PM