Policy on Reference Service Via Telephone from the Reference and Loan Library

Reference and Loan Library staff believe that local library users' information may not be met because 1) referrals through established networks cannot be done in time to meet deadlines; 2) incomplete or garbled information is transferred through the established network and 3) local public libraries and public library systems may not provide on-line database searches without charges to library users; 4) library staff may not always refer requests which could be answered.

To improve reference service throughout the state and to provide equity of access to on-line electronic resources, the Reference and Loan Library will provide telephone reference service Monday through Friday from 7:30 a.m to 5 p.m. based on the following guidelines:

WHEN

1. When the patron has a deadline that cannot be met by a referral through established channels. A deadline of three days or less is the suggested guideline.

   EXAMPLES:

   1. Patron needs a specific piece of printed music or full text of a poem for a funeral or other event.

   2. Patron has a report due within the next four weeks and has requested a database search on a particular topic so she can initiate interlibrary loan requests for materials and receive them in time to write the report.

   3. Teacher needs information as a follow-up to a spontaneous class discussion.

   NOTE: This service is not designed to handle requests from students needing materials for class assignments. Such requests may be referred at the discretion of the local librarian.

2. When the patron needs in-depth information that may require an on-line database search which cannot be provided at the local or system level. If possible, it may be beneficial for the librarian to arrange for the patron to call the Reference and Loan Library from the library so that R&L staff can do a reference interview to identify terms and concepts useful in doing an on-line search. If librarians are unsure whether a specific request should be submitted by phone, they should call to discuss it.

3. When the local librarian would like to consult on a specific request or receive help locating an expert who might be able to provide the information needed.

HOW

This service is provided by contact between the system resource library or headquarters reference staff and Reference and Loan Library staff. Reference staff at the public library system headquarters or resource library will determine that a request cannot be filled using system resources. If appropriate, the system reference contact will telephone the request to the Reference and Loan Library. In certain situations, system staff may suggest that the local librarian telephone the request to the Reference and Loan Library. The Reference and Loan Library does not require request numbers to be assigned to telephoned subject requests, but will include numbers if required by the system.

TELEPHONE NUMBERS

Calls should be made to Martha Berninger at the Reference and Loan Library using the toll-free number 1-888-542-5543 and selecting menu choice #5-Reference. Calls may also be made directly to Martha at 608-224-6168. If she is unavailable, Loretta Harmatuck may be contacted at 608-224-6165. Martha or Loretta will handle the question or refer it to another staff member, as appropriate. Within 24 hours, the local librarian will receive a return call with either the information needed or, if necessary, information on how it will be delivered to the library or patron; a progress report on the search (if the deadline allows for more than 24 hours turnaround time); or a response that the request cannot be filled at all or by the deadline.

A copy of the request that includes the patron's name will be included with all items sent. Patron's name must be included on all requests so that the original requesting library can be sure to get materials to the right customers.

Materials loaned from the Reference and Loan Library's collection and photocopies will be sent to the original requesting library.

Material from the Internet or brief information that can be e-mailed can be sent via e-mail directly to the patron if so requested.

Up to 10 pages of information can be faxed directly to the patron if so requested and if the fax number is included with the request.

Items requested via interlibrary loan from other libraries will be sent to the originating library. The patron's name will be the only means of identifying the original requestor.

Reference and Loan staff will notify the referring librarian of action taken on the request via e-mail. This may be a copy of e-mails sent directly to patrons or a copy of the Response Form sent to the patron with materials. Interim reports may be sent when requests are referred to outside sources.

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

Last updated on 2/26/2008 10:35:58 AM