Reference Policy
INTRODUCTION
Reference questions are to be treated with respect and confidentiality.
All reference questions will be given equal consideration and courtesy
regardless of the nature of the question or the age of the patron. All
requests for information must be answered, whether by providing information,
by instructing patrons in the use of library materials, or by referral
to another resource. Library staff should never say "no" to
a library patron's request for information. If a reference librarian
is not available, referral should be made to the most qualified person
on duty. If the question cannot be answered by that person, the patron
should be informed as to when a reference librarian will be available.
Reference librarians should not include personal opinions or value-judgments
in responding to requests for information.
Reference questions are answered on site or by telephone. During busy periods, priority is given to patrons in the library. Patrons with telephone inquiries should be called back as soon as possible. Telephone reference provides for brief factual answers requiring a reasonable amount of time (usually no more than five minutes).
GUIDELINES FOR PATRON REQUESTS FOR SPECIALIZED INFORMATION
Criss-cross/City Directory Information
Limited information will be given over the telephone. The identity of
"nearby's" will not be given over the telephone. Patrons will
be informed that directories are available for use in the library.
Medical, Legal, and Tax Information
Reference staff will provide assistance in locating library resources,
but will not attempt to interpret or give medical, legal, or tax advice.
Genealogical Information
Reference staff will provide general assistance with the resources of
the library's local history and genealogical collection. Reference staff,
however, should not engage in genealogical research.
Stock Quotes and Obituaries
The time involved in locating this information varies according to format
and time period. If the information can be found quickly, it should
be read over the telephone with sources cited. Patrons whose request
requires extensive research, including use of microfilm, should be asked
to come to the library where staff will assist them as necessary.
Consumer Information
For telephone inquiries, information read should be brief and should
include date of information and specific product described or tested.
Patrons should be encourages to come to the library for complete information.
Internet
Reference staff will provide general assistance to patrons using the
Internet. Library staff may offer searching suggestions and answer questions
but cannot provide in-depth training on the use of the Internet.
Interlibrary Loan
Reference staff will provide appropriate referral and access to materials
and information outside the library. Librarians will follow interlibrary
loan procedures as established by Eastern Massachusetts Regional Library
Systems and the Merrimack Valley Library Consortium.
Patrons may submit requests for specific titles not owned by the library. Librarians will determine whether to purchase or request the title on interlibrary loan. The number of interlibrary loan requests will be limited to three (3) per patron per day.
Before requesting a specific title on interlibrary loan, patrons should be referred to a reference librarian, whenever possible, to determine whether information needs can be met with Wilmington's collection.
Reference Statistics
Reference statistics are maintained in both the Adult and Children's
Departments. Separate tallies are kept for "reference assistance"
and "technology assistance". "Reference assistance"
includes all informational requests and readers' advisory. "Technical
assistance" includes help with CD-ROMs PCs, printers, CLCAT's,
copy machines, microfilm reader-printers, etc.
Adopted 6/26/96
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