The Salt Lake City Public Library provides reference service in support of its mission to promote free and open access to information.
REF1.1 Service Philosophy
Reference service is a dynamic process of active listening, tactful inquiry, and mindful body language. The basis of each interaction is the commitment to respond to a patron's request for information or materials. All staff are expected to honor the confidentiality of reference questions and to respect patrons’ right to privacy (see American Library Association’s Privacy: An Interpretation of the Library Bill of Rights [2002]).
Reference service will be provided without bias. Service delivery will not be affected by the category of user, the potential use of the information, or the format in which the information is contained.
Staff will not interpret or evaluate information when the specialized skills of another profession are required.
All public services staff will provide reader/listener/viewer guidance. Staff will act as consultants, offering informed judgments and guiding the patron in directions to satisfy recreational or informational needs.
REF1.2 Delivery of Reference Service
The Library will receive and answer reference questions using a variety of communication methods including email, telephone, and fax.
Telephone reference service is provided for short, factual questions which do not require an extensive response. Some questions do not lend themselves to telephone reference service, and staff may need to ask patrons to come in and look at available materials.
When an immediate answer cannot be provided, staff may ask to call the patron back when the desired information has been located.
Reference requests received in written form are answered where received or routed to the appropriate service agency. Questions received by email are generally answered within 48 hours. This service is designed for quick answers and referrals.
REF1.3 Limitations to Information Service
While the widest possible access to services and resources is the goal, access must sometimes be balanced with control. To assure continued availability of often used or hard to replace items, some materials are limited to in-library use. Because limitations to services or resources may have far-reaching implications, requests to establish permanent restrictions require administrative approval.
When materials need to be returned to the same point to be available quickly for other clients, users may be asked to leave identification at the service desk.
REF1.4 Evaluation of Information Services
The City Library continually seeks to improve the quality of its information services. Staff will regularly conduct surveys and gather statistics. Information gathered will be used to evaluate services, make policy decisions, create reports, and make budget decisions.
Approved by Library Board of Directors, November 2012