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Policies and Procedures

Wayne G. Basler Library Policy and Procedures

Reference Assistance – By Email

The Wayne G. Basler Library does not maintain a separate e-mail reference department. The Librarian on reference duty provides limited e-mail assistance with the understanding that the needs of the in-house library patrons are first priority. Every attempt is made to provide the requested information within a reasonable amount of time, usually within 24 hours if the library is open. The Librarian on duty at the Reference Desk will monitor the email messages to assist patrons.

Requests that would require extensive searching or an inordinate amount of time to fulfill are handled with the suggestion that the requester come to the library in person to pursue the information.

Most reference e-mail will come from “Ask-A- Librarian,” a web service located on the library’s website. Each librarian on reference duty will be responsible for checking the reference e-mail. When an e-mail is received, the librarian who receives it will be responsible for replying to the patron.

Legal, Medical, and Tax information is not interpreted patrons.

Procedure

Checking Reference Email​

  1. Acknowledge the receipt of the email and indicate to the patron that his/her question is being researched.
  2. Respond positively to the question and provide the answer. If applicable, it is appropriate to ask the patrons further questions to clarify the information need.
  3. At the end of the email, thank the patron for using the service and offer future assistance. Submit to Reference Analytics when the ticket is closed. If you expect the patron to respond, submit the ticket as Pending.