Page 38 - DLIS006_INFORMATION SOURCES AND SERVICES

Unit 2: Reference Services

Notes
advisory assistance, and dissemination of information in anticipation of user needs or
interests, and direct end user access to an electronic source or information.
The Library actively publicizes the scope, nature, and availability of the information
services it offers. It employs those media most effective in reaching its entire user base or
selected segments of that base.
The Library periodically surveys and assesses the information needs of our community,
and creates local information products to fulfil those needs not met by published materials,
by selecting print and digital sources of information and providing ready access to the
same, and by collecting and creating access to the services and resources of local, regional,
and state organizations. Based on the community’s known needs and interests, the Library
also provides information even if it has not been explicitly requested.
The Library’s buildings shall not be a boundary to its information services. We continually
identify and employ external databases, agencies, and services to help meet the information
needs of our community. The Library participates in consortia and networks to obtain
better and more cost effective access to information sources and services. When the Library
is not able to provide a patron with needed information, we will refer either the patron or
the patron’s question to some other agency, an expert, or another library which can provide
the needed information. The Library uses or provides access to information systems outside
the Library when these systems meet information needs more effectively and efficiently
than internal resources can. It is the policy of this Library to consider each individual
information query to be of equal merit regardless of the age, gender, ethnicity, disability,
sexual preference, English language proficiency or status of the inquirer. Our intention is
to accord equal attention and effort to each inquiry, although the time spent by staff on a
question may vary in response to the perceived needs of the patron, the information
resources (both staff and collections) available and the method of receipt of the inquiry.
Information requests may be accepted in person, by telephone, by electronic mail, or
using a form available on the Library’s Web site.

Reference Service Management
Library coordination of reference services includes management and training components:

the development, implementation and review of policies and procedures relating
to these services;
the development, implementation and evaluation of competency and skill-based
training efforts;
the recommendation of enhancements, additions, and/or deletions to print and
digital resources consonant with the Library’s Collection Development Policy;
resource discovery and maintenance of library based Web pages, both external and
internal;

the purchase of training materials and documentation; and
the development and implementation of marketing efforts.
Site management of reference services at each branch is the responsibility of the Branch
Heads working with Department Heads or their designees. Responsibilities include:
maintenance and reconciliation of statistics for all reference services, including
preparation of monthly statistics;
Contd....

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