Reference Policy

It shall be the policy of the Dorchester County Public Library (including the Adult Services Department, Children's Department, and Hurlock Branch) to follow the American Library Association's Code of Ethics.

It shall be the policy of the library to answer all reference and information questions efficiently, accurately, completely, and in a timely manner. If it is not possible to find an answer using Dorchester County Public Library's resources, other libraries, agencies and community resources should be utilized. Reference services at ESRL (Eastern Shore Regional Library), MILO (Maryland interlibrary Loan Organization), and Pratt are generally used first.

The Dorchester County Public Library staff deal every day with the educational, recreational, and informational needs of the community. The provision of information is to be kept confidential in accordance with Maryland State Statute 23-107. Library policy requires that any information about a patron's use of library materials or library services must not be repeated. A breach of confidentiality may cause the library to lose the faith of its users, or even to become involved in a serious legal entanglement. Any proven breach of confidentiality will result in severe punishment up to and including immediate termination of employment.

The library staff member will not offer advice, advise a patron or interpret information (Maryland Statute 5-401 through 5-404). He will stick to the factual information and limit suggestions to the search strategy and not the subject or content of the request. The library staff member is an information provider, not a physician, health care professional, lawyer or counselor.

Courtesy and Interest

All patrons seeking help at the information Desk will be treated with respect and courtesy and greeted with a smile. During the course of the reference interview the library staff member will make eye contact with the patron, try to put the patron at ease and indicate interest in the patron's request.

If the patron's question deals with a sensitive topic the library staff member should conduct the reference interview in a sensitive manner using a quiet tone of voice or moving to a more quiet location if possible.

If it is necessary to leave the patron temporarily while searching for materials, inform the patron of this fact so that he will not feel abandoned.

Walk-in and Telephone Inquiries

Patrons will be served in turn, and patrons in the library should be served before those who telephone. If a patron's phone call interrupts the serving of a patron in the library, the patron on the phone should be asked politely if he would like to wait or be called back. If the patron does not care to wait, or if the library staff member thinks it may take more than a few minutes to attend to the in-house patron, the library staff member should ask for the patron's name and phone number so that he may be called back.

When the answer to a question requires material to be read over the phone it should be read verbatim. If the material is extensive the patron should be offered the option of viewing the printed material which may include visiting the library, mailing him a copy or faxing the material. If the patron wishes to have materials held they will be held in the library for one week.

Intra-system Procedures

Requests for information service from patrons through the Hurlock Branch Library will be handled the same as other library information requests utilizing telephone, fax, and interlibrary loan delivery.

Reference Interview

The reference interview shall be conducted in accordance with the Model Reference Behaviors Checklist (see attached copy) and in such a manner as to draw out as much information from the patron as Is necessary to answer the request accurately and fully. If the patron's question is a broad, general one, the librarian should skillfully question him to learn exactly what the patron is seeking. Conversely, if the question is exceedingly specific, the library staff member may attempt to negotiate to a broader level in order to obtain the necessary information for the patron. During the course of the reference interview the library staff member should paraphrase, summarize, and verify the question to make sure the patron and the library staff member have the same understanding of the question.

Points to be covered in the reference interview include whether there is a deadline and the level of information required (basic or technical).

If instructions are given to the patron they should be simple, explicit and not relayed in library jargon. The library staff member should accompany the patron when searching for sources and not simply direct him to an area.

The source of all answers must be cited by the staff member. When the staff member feels that the question has been answered, he should always ask, "Does this completely answer your question?" if the reply is negative, the library staff member should begin the reference interview again.

Leaving the Information Desk

If it is necessary to leave the public service area to go to the work area, downstairs book storage area, meeting room, etc. for more that three minutes a trained staff member should be asked to cover the Information Desk. If a trained staff member is not available, the Circulation Desk should be informed and patrons seeking help should be asked to wait. In the event of phone calls while the Information Desk is vacant, the patron's name and phone number should be recorded so that he may be called back.

If a question requires material from the Children's Department, the question may be turned over to the staff member on duty there.

If the library staff member is in the Adult Services area but not at the Desk the staff member at the Circulation Desk should direct the patron to the Information Desk and call on the intercom. The Information staff member should acknowledge an intercom ring as soon as possible.

Reserves and Interlibrary Loan

The library staff member should offer to obtain requested material through interlibrary loan after determining it is not available at the Dorchester County Public Library.

Before writing up the interlibrary loan request, the librarian should inquire of the patron:

• Is there a deadline for the request?
• Is the patron looking for a particular (author/title request)?
• Is the patron willing to accept a substitute? (author/title request) edition?

Patrons reserving or requesting library materials will be encouraged to fill out their own request forms after instruction is provided. All patrons may be requested to write out their names and addresses on the forms.

Library staff may verify the presence of reserve requests in the reserve box but not inform a patron of his place in line.

Reserves will not be taken for periodicals, videotapes (except certain specified titles or for classroom purposes), or vertical file material.

Referral

The Information and Referral file is updated and maintained by the Eastern Shore Regional Library.

Referral to other agencies may be made for informational questions after using community information files and other directories to determine the proper agency for handling the subject. Information provided should include a contact person, phone number, address, hours of service, and how to get there. When directly contacting an agency on behalf of a patron, the library staff member will first obtain the patron's permission to identify the patron and his question to the agency. if permission is not given, then the patron should not be identified.

If there is any doubt about the appropriate agency for referral, the library staff member should phone the agency if possible. The patron should be asked to get back in touch with the Information Desk if he does not get the information or service he needs from the agency to which he was referred.

Library Orientation, Instruction and Student Assistance

An important component of the duties of the staff member working at the Information Desk is that of familiarizing the patron with all library services and giving instruction in the use of the card catalog, Maryland Room, microfilm reader, computers, and other equipment (the library staff member does not provide anything beyond basic instruction on software programs and the Internet. For Internet tutorial information see Adult Services/Programs section). In working with students and researchers, the library staff member may help by giving advice on the scope of a research topic, suggesting appropriate sources for the research and giving assistance in the use of library tools. The level of assistance and level of materials (all formats) should be centered around the goal of answering all reference and information questions efficiently, accurately and completely.

Library orientation programs for groups or individuals are available upon request.

Loan of Reference Materials

Circulating materials may be designated reference under certain circumstances.

Special overnight loans of reference materials may be made within one half hour of closing time and returned the next morning within one half hour of opening time. The ranking library staff member in the Information or Children's Department will make the determination on overnight loans of reference materials.

Copying Fees

One or two free photocopies of reference materials may be made for children at the library staff member's discretion if other suitable circulating materials are not available.

Photocopies, computer prints and microfilm copies are 15 cents per page.

Evaluation

Library staff members will be observed by the department head on the use of the Model Reference Behaviors. Observations will be included on the employee performance evaluation.

Consistency

Library rules and policies will be followed and enforced by all library staff and applied equally to all patrons. Exceptions to any policy should be cleared with the appropriate department head or library director.