Page 79 - DLIS105_REFERENCE_SOURCES_AND_SERVICES

Reference Sources and Services

Notes • The service should provide a central source of information on member library policies,
operations, procedures, and regulations, so that it is simple for project reference staff to find
information about other libraries.
• The service should establish a clear set of guidelines for establishing priorities for service for
patrons from the various libraries e.g., in a collaborative virtual reference service; questions
are handled on a first-come-first-served basis, with no preference given to patrons from the
on-duty staff’s own local library.
• The service should establish clear policies and guidelines for using licensed online electronic
resources to serve patrons from other participating libraries.
• The service should establish clear policies and guidelines that effectively ensure patron privacy
in a multi-library setting.
• Observance of the NISO Question/Answer Transaction Protocol for transferring questions
between services is encouraged.

Self Assessment

Multiple Choice Questions:
3. Guidelines for appropriate behaviour while using the service should be made available to:
(a) Libranians (b) Patrons
(c) Audience (d) Service.
4. Participating libraries should commit to a prescribed minimum level of:
(a) Service (b) Work
(c) Contribution (d) Guidelines.

7.4 Organization of Service

Integration of Virtual Reference Service
• Virtual Reference is an extension of an institution’s existing reference services. While staffing
models and the location of the service may be different from face-to-face reference services, it
should be accorded the same status and quality goals and be viewed as a part of the larger
service of reference.
• All public services staff should have an awareness of the virtual reference service’s goals and
basic operation.
• Procedures should be established for referring a virtual patron (question) to another reference
or public services point. Procedures should include both how the referral is presented to the
patron and how information about the referral is communicated between the virtual reference
desk and referral destination.
Infrastructure/Facilities
• It is a goal of all reference services to be of high quality. Integration of virtual reference into
the mainstream of reference services implies that all services (in-person, telephone, and virtual)
will be supported at a level to ensure quality service.
• Each library should examine staffing models to determine one that is appropriate for their
organization. While there is not a “one-size-fits-all” service model, a model should be chosen
which would support quality reference interactions via all modes of communication.
• Staff should be provided space, furnishings, hardware, and software to accomplish the mission
agreed on by staff, administration, and technological support staff.

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