Policies

From SLNSW

1 Know the policies of the library for doing reference
2 What can be included in a reference policy?
3 Further points to consider
- 3.1 Major Point: All libraries offering reference service should have a statement of objectives, a description of the types and levels of services offered, and guidelines to help staff who provide this service.
4 Exercise

Know the policies of the library for doing reference

All libraries offering reference service would do well to have a statement of objectives, a description of the types and levels of services offered, and guidelines to help personnel who provide this service. A reference service policy must also support the library's mission statement and overall goals.

The main reason for reference policies is to establish guidelines for providing the best possible service to all our clients. Policies do the following:

Establish standards of service.
Assist in training new staff members.
Establish levels of service to users, including limits of service.
Establish priorities of service.
Describe practical procedures that answer practical questions.

[Janet Easley. Reference Services Review 13, Summer, 1985: pp. 79-82]

What can be included in a reference policy?

Statement of council’s / library’s mission
Mission of reference staff
Purpose of reference guidelines
Guidelines for questions and service
Loan of reference materials

Further points to consider

Eligibility. How will you respond to people who live outside your local government area (LGA)?
Confidentiality.
How will you identify yourself to the client? Will you use your full name? The name of your library?
Delivery of material to the client.
Average length of transaction. How long, on average, will you spend on a transaction?
Client satisfaction. What service behaviours will ensure client satisfaction? How will the client register a complaint?
What constitutes inappropriate behaviour or objectionable language?