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Policies and Procedures

Wayne G. Basler Library Policy and Procedures

Reference - Introduction

The Reference Desk of the Library provides prompt, courteous, user-oriented service to all library patrons.  Reference service is not limited to hours spent at this desk as all library employees may engage in some level of reference service whenever a patron is in need of assistance.  All staff and student employees will provide directional assistance and assistance using equipment, as well as answers to direct reference queries. It is imperative that the patron be treated with concern and respect no matter the nature of his/her query.  Every effort will be made to provide the patron with the information he/she is seeking, or to suggest another source for the information.

Procedure

General Service Guidelines

  1. Use the most current information available.
  2. Verify answers in a reliable printed or online source.
  3. Pursue requests for information until the patron is satisfied or until all local, online, and interlibrary loan resources are exhausted.
  4. Librarians should use professional judgment in handling situations not specifically covered in these procedures or when handling difficult patrons. Professional judgment is a combination of education, training, common sense, an understanding of the Wayne G. Basler Library policies and procedures, and the desire to serve library patrons.
  5. In-house users take priority over telephone, email, chat, and text message reference requests.