(A) A reference service user is a library patron of any age or circumstance who chooses to make contact with a library staff member for the purpose of obtaining information.
(B) All inquiries will be handled courteously.
(C) Value judgments will not be made by any staff as to the importance of any question. Questions deemed inappropriate for the reference desk will be referred to the appropriate sources.
(D) Reference questions will be responded to in the order received. In the cases of conflicts or time restraints, priority service will be given to in person requests. Telephone requests will be noted, and calls will be returned as promptly as possible.
(E) All answers given by staff shall be verified by legitimate documentation, and the sources used shall be noted to patrons.
(F) Staff is expected to do as much as possible with the available resources and within a reasonable time frame.
(G) If it is not possible to answer the request to the patron's satisfaction with the library's materials, the following actions may be taken:
- Use interlibrary loan service.
- Make phone calls to local sources of information.
- Refer patrons to other resources outside the library.
- Guide patrons to the “Suggest to Buy” form on the Library’s website.
(H) Confidentiality is to be maintained. Patrons and their questions will not be discussed beyond a professional context.
(I) Questions concerning library policy should be answered by referring to written policy statements. If this does not satisfy the patron, he or she should be referred to the City Librarian.