|
|
|
Reference Mansfield Library staff are dedicated to providing accurate information and materials in response to requests in an efficient, courteous, and timely manner. Only staff trained in providing reference service will answer reference questions. Questions are generally answered in the order received, with priority given to questions asked by patrons in the library. Reference transactions are
tallied for statistical purposes and are defined as: When answering questions, library staff will always cite the source of the answer and confirm that the information meets the patron’s need. Telephone/email reference service is usually limited to supplying readily available information that does not require extensive research and that can be accurately imparted over the telephone. Extensive research that requires selection of appropriate materials, interpretation of data and sources, or analysis of information is best performed by the patron. Samples of available materials can be gathered and held for patron pick-up. Telephone questions that can be answered within two or three minutes without affecting service to patrons in the library should be handled while the patron waits. Questions that require more time to answer or those that are received while other patrons are waiting in the library will be handled as callbacks. Privacy and concern for accuracy of information will be considered when leaving messages on answering machines or with another household member. Staff will not photocopy materials or print out materials for mailing except under circumstances authorized by the library director, public services librarian, or children’s librarian (for people with disabilities who cannot come to the library, for other libraries, etc.). Care and caution will be exercised when providing legal, medical, or consumer information. To avoid misunderstandings, it is preferred that patrons visit the library to review these types of information. Staff will direct patrons to information sources. Staff will not offer advice or opinions, condense or abstract information, or suggest a course of action or diagnosis. All requests for information are confidential. Questions may be compiled to assist with staff training or collection development, but in all cases, patron confidentiality and privacy will be maintained. We welcome your
suggestions and comments, and we do read and consider each one. |
|
