Reference Service

The following guidelines/policies should be used by Reference Department staff in providing answers and materials both for ready-reference and general research questions taken by phone, in person, and by e-mail.
CONFIDENTIALITY:
	All reference transactions should be treated with confidentiality. The user’s right of privacy must be insured. All information requests should be discussed only in a professional manner.
TIMELINESS:
	Users of all ages will be provided correct answers or referrals to their reference questions within twenty-four hours, or the patron will be contacted as to the status of their request.
DIRECTORY INFORMATION:
	The Chelmsford Public Library will provide any information from the City Directory and criss-cross telephone directories EXCEPT the identity of “nearby”—persons living near an individual.
Approved by Board of Trustees April 8, 1987
HOMEWORK ASSIGNMENTS:
	The library recognizes the use of the library for homework and research assignments is part of the educational process. A student’s library experience should be a positive one. Student questions should be answered in the same manner as other informational requests. In addition, informal bibliographical instruction in use of the library resources (such as OPAC’s, indexes, etc.) may be provided if time and staff permit.
LOANING OF REFERENCE MATERIALS:
	Reference material will not circulate. Material in this area is considered to be important for ready access to patrons. Allowing it to circulate defeats the purpose of having a separate section for reference only. Patrons will be encouraged to photocopy if they need to have the printed material in hand.
MEDICAL/LEGAL INFORMATION:
	Medical and legal information is limited to directing patrons to library resources and/or secondary referral sources such as local hospital libraries, Lowell Law Library, etc. Reference staff cannot, at any time, assist with the interpretation of medical or legal information.
TELEPHONE/EMAIL REFERENCE SERVICE:
	The Reference staff provides answers to questions by phone and email. Ready-reference questions will be answered immediately. Patrons with more detailed or difficult inquiries should be informed that their question will be handled as soon as possible. Priority is given to walk-in patrons; telephone and email requests are answered as time and staff permit. If “same day” service cannot be provided, the patron should be informed. If the question requires a great deal of research, if the answer is too lengthy or could be misinterpreted due to complexity, the patron should be encouraged to come to the library. If the patron is unable to access the library facility, the staff should offer to photocopy and mail or fax the material.
TRIVIA QUESTIONS:
	Trivia question should be considered in the same manner as other informational questions.* (*“The needs and requests of library patrons should always be taken seriously and treated with respect. Equal consideration should be given to all users in a non-judgmental environment.”
	CPL Public Service Policy Approved 7/92)



	©2006 Chelmsford Public Library