Reference Service Policy and Plan

 I. Purpose

 This document will serve as:

1. a guideline for qualified reference staff members defining reference service to be provided to patrons.

2. a statement available to patrons defining reference services provided.

3. insurance that reference services are consistently administered and provided by the staff of the Schiller Park Public Library.

II.  Goals

The goals of reference service at the Schiller Park Public Library are:

1. to acquire materials that meet the informational and recreational needs and interest of the community.

2. to provide accurate information and facilitate access to the Library's Collection and to the collections and services of the Suburban Library System and its members.

3. to call upon local resources to meet the needs which cannot be provided on site, or refer requests to the appropriate agencies or types of agencies.

4. to provide qualified staff to assist patron in an efficient and courteous manner.

5. to provide assistance to patrons regarding their use of electronic sources; i.e.. Internet LAN and OPAC.

III. Ethics, Confidentiality and Impartiality in the Reference Transaction

1. The Schiller Park Public Library subscribes to the American Library Associations Librarians' Code of Ethics (Appendix M), The Library Bill of Rights (Appendix A), The Freedom to Read Statement (Appendix K), The Freedom to View (Appendix L), Free Access to Electronic Information, Services, and Networks (Appendix E), Intellectual Freedom (Appendix G), and the Resolution Reaffirming the Principles of Intellectual Freedom in the Aftermath of The Terrorist Attacks (Appendix H).

2. Reference transactions are considered confidential under Illinois State Law.

IV.  Scope of Reference Service

A.  Availability of Service

The Schiller Park Public Library provides assistance to any patron requesting it, regardless of residency or age.  Access to the services of the Suburban Library System are offered to residents of Schiller Park and Schiller Park Public Library card holders, of any age.

B.  Types of Reference Service

1.  Reference Service at Desk

   a.  Providing requested information whether presented by phone, mail, fax, e-mail or in person.

   b.  Instructing patrons in the use of the library, including electronic, print and non-print sources.

   c.  Assisting patrons in selecting and locating materials in areas of personal interest.

2.  SLS Interlibrary Loan and Photocopy Service

When requesting information or material, that is not available in the Schiller Park Public Library, the Librarian will initiate a request for it from another library, SLS Reference Service or other local or metropolitan resources; if the patron so desires.  (This service is offered to Schiller Park Public Library Card Holders only.)  There is a maximum of 15 copies that can be made per patron.  Copies are not faxed directly to patron, but only through the requesting Library.

3.  Group Orientation and Instructional Services

Group tours can be arranged and may include an orientation program demonstrating electronic information sources and library resources.

4.  Selection

Librarians have the responsibility for materials selection.  Specific guidelines are detailed in the Schiller Park Public Library Selection Policy Statement found in the Schiller Park Public Library Policy Manual.

  a. Reference Collections

The collections will meet the requirements of the current "Core Reference List for SLS Public Libraries".

  b. Circulating Book Collection

  "Information Supplementary to the Reference Collection" will be one of the criteria applied in the selection process.

  c. Newspapers and Other Local /Regional Resources

  i.  Schiller Park Public Library will provide current issues of at least one community or local newspaper and retain back issues for a minimum three (3) months.

  ii. Schiller Park Public Library will provide current issues of at least one major  Chicago Metropolitan newspaper and retain back issues for a minimum of one  month.  Sunday through Saturday editions will be provided.

  iii.  Schiller Park Public Library will maintain collections to provide current local information, including the following:

    (a) basic information about local organizations

    (b) local census information

    (c) ordinances, codes, and maps for local municipal government, unless denied by units of government

    (d) minutes of local government meetings, unless denied by units of government

    (e) basic information about local, state and national government officials

    (f) voter information, including precinct boundaries and location of polling places

    (g)  information on local history and events.

   d. Magazines

See the "SLS Core Reference List for SLS Public Libraries" for required or  recommended titles. "Information Supplementary to the Reference Collection" will  be one of the criteria applied in the selection process.

C. Extent of Reference Service

Reading over the telephone from printed sources in answer to reference questions is limited to two paragraphs or data of comparable length, not to exceed (5) five minutes of reading time.  Reference information may be delivered by phone, mail, fax, e-mail or in person.  In the case of fax use, the faxed information may only be sent to the patrons requesting Library, not to a personal or business fax.

D. Staffing

1. The Schiller Park Public Library will strive to meet the requirements for staff education as outlined in the Suburban Library System's Minimum Reference Standards for Libraries.  Reference staff members, whether professional or para-professional, serve as the link between resources and the patron.  As such, it is  important that the staff member be:

   a. Knowledgeable about library materials and services

   b. Open and approachable; friendly but professional

   c. Able to communicate effectively with people

   d. Discreet in the handling of questions which might be confidential or sensitive

   e. Able to exercise good judgment both in the interpretation of policy and in the handling of exceptional situations

2. New staff members will receive orientation to the department, to the Library as a  whole, and the Suburban Library System.  On-going training is necessary in order  to provide the highest level of service.  Participation in library activities, ranging  from formal classroom instruction to informal groups sharing professional ideas, is encouraged, as is membership and participation in the Illinois Library Association and the American Library Association.

E. Priorities of Service

Assisting patrons has priority over other staff assignments.  The staff may set reasonable limits on the amount of time and level of response given to patron requests for information.  Simple requests for information can usually be answered fully.  More complex questions may require that patrons participate in finding needed information,  with staff providing guidance and assistance.  Patrons doing in-depth research or needing extensive individual reading guidance should expect to receive professional  assistance, direction and library instruction, but will be expected to conduct the actual  research themselves. 

F.  Special Categories

1.  Appraisals

We direct patrons to appraisers and price lists, but do not appraise rare books, antiques or collectibles.  In the case of a telephone request, the staff providesinformation from printed sources if the object in question is easily identifiable.  The Library does not assume responsibility for determining the final value of an object.

2.  Contest/Trivia/Crossword Puzzle Questions

Within reasonable limits, the reference staff will attempt to provide answers to simple  and easily researched questions from commercial contests, games and puzzles.  Every  effort is made to lead patrons to the appropriate resources for questions of a morer detailed or complex nature.

3. Criss-Cross and City Directory Information

 Information from the SBC Ameritech:  The Street Address/Telephone Directory, NearWest Suburban will be provided by phone, mail, fax, e-mail and in person.

4. Genealogical Questions

The reference staff will make every effort to supply information helpful to  genealogists, but does not undertake original research.  For local genealogy, the  patron will be referred to the Schiller Park Historical Society.

5. Homework Questions

Students frequently come to the library with broad questions and research projects.With the assumption that learning to do research is part of the teachers' assignments, reference staff members assist students in their searches and teach them to use  reference sources, rather than providing specific answers to large projects.  We  suggest basic reference books, indexes, bibliographies and sources in the general collection.

6. Local History

Questions related to local history are welcome.  When the information in our collection is insufficient, patrons will be referred to the Schiller Park Historical Society, whose  offices are located in the lower level of the Library.  Patrons must arrange visits with the Schiller Park Historical Society directly.  Library staff are not permitted to access the Schiller Park Historical Society Collection..

7. Medical, Financial, Legal Questions

The Library provides information, but not advice.  Brief definitions and descriptions  can be given from published sources such as legal or medical dictionaries and financial documents.  These sources are quoted verbatim with no interpretations by the staff.  Since current information in these areas is especially crucial, users are encouraged to consult professionals rather than relying on printed sources only.

8. Stock Price Quotations/Car Price Quotations

A maximum of (3) three stock or car price quotations are provided from hard copy sources, by telephone, fax, e-mail or in person.

9. Tax Information

The Library provides, from January 1st to April 15th, free copies of the most popular IRS and State of Illinois tax forms and a reproducible master tax form book.  Copies from the reproducible books are $.10 per page, copied by the patron.  Users are  encouraged to seek professional tax consultants with their tax questions, because the Library staff does not provide any tax advice including information regarding tax form usage.

10. Electronic Resources

The patrons of the Schiller Park Public Library have access to many electronic     resources that may be used by the patron or for them by the staff.  Electronic resources  may include, but are not limited to:

   a. access to a bibliographic database that makes available holdings information for a    collection larger than its own, e.g., SWAN or Illinet Online.

   b. the staff may conduct reference searches for patrons, when all of the Internet terminals are in use or if the patron has no knowledge of how to use the  equipment.  If the patron  requires further assistance, the library staff may contact  the patron at a later date, with the results of the search in a form the staff feels is most expedient.

   c. patrons are encouraged to perform their own searches, but assistance is available on searchable reference terms for all electronic equipment

   d.  internet access is an important tool.  Information available on the Internet are from the worldwide sources.  Therefore, the Schiller Park Public Library does not and can not control the content obtained from outside sources via the Internet Library  users must keep the following points in mind when evaluating information obtained via the Internet:

    i.  The information may not be current.

    ii. The information may not be accurate and/or from a reliable source.

    iii.  Sites may sometimes be unavailable.  This unavailability is unpredictable  and the Library has no control over it.

    iv.  Certain information may be considered controversial by some users.

    v. The staff is unable to provide definitive analysis of particular sources, due  to the extremely large variety and volume of information available via the Internet.

V.  Public Access to Reference Service Policy

 This is a public document and copies are available to anyone upon request.  A current copy on the "Reference Service Plan and Policy" are included in the Policy Manual, available at the Circulation Desk, Reference Services Desk and Youth Services Office.

VI. Recording Statistics and Questions

Accurate statistics regarding service to patrons should be recorded.  The method used to gather statistics is based on the Output Measures for Public Libraries, 2nd ed.  Staff is urged to note the subject matter of questions of a difficult nature and indicate areas where more materials are needed.

VII. Evaluation of Reference Service

An in-house evaluation is made every (5) five years by the Director and Reference Staff, to  determine how effectively the Library is fulfilling its Reference Service goals.  In addition,  the Reference Department  continuously monitors and evaluates the effectiveness of  Reference Service on an informal basis.  The Schiller Park Public Library Board of Trustees reviews the Long Range Plans, budget requests and community input to assess  needs and authorize changes in the service program.

VIII. Review of Reference Policy

A. Local

The Reference Service Policy is reviewed at least every (3) three years by the     reference staff and the director.  Public comment is sought by the Schiller Park Public    Library Board of Trustees.  Final Approval of the policy and subsequent revisions in    the policy rest with the Schiller Park Public Library Board of Trustees.

B. SLS

Evaluation is performed by the Minimum Reference Standards Committee, which is   appointed by the Suburban Library System Reference Manager, and is represented by    administrators, Adult and Children's Reference staff of member public libraries and the   SLS Reference Service Staff.  Findings will be submitted to the SLS Reference Service  Advisory Committee, the SLS Advisory Committee, administrators and the SLS    Board.

Appendices

A. Library Bill of Rights  (A)

B. SLS Minimum Reference Standards for Public Libraries (B)

C. SLS Core Reference List for Public Libraries (C)

D. Free Access to Electronic Information Services and Networks (E)

E. Intellectual Freedom (G)

F. Resolution Reaffirming the Principles of Intellectual Freedom in the Aftermath of Terrorist  Attacks (H)

G.  Freedom to Read (K)

H.  Freedom to View (L)

I. Librarians Code of Ethics (M)

Passed 02/27/03