This policy establishes guidelines for reference staff in delivering reference services to customers and answering questions about the library's reference services. Library staff providing reference services will receive ongoing training in research methods, library resources, customer service, and technology to ensure they are knowledgeable, effective, and responsive. The library will strive to provide reference assistance in languages that reflect the diversity of the community. Service is provided to all customers regardless of age, race, sex, social and economic status, religion, or ability. All reference inquiries will be treated with the utmost confidentiality in accordance with library privacy policies. Reference services are available regardless of library district residency.
Reference services are provided at designated service desks during all open hours at the Main Library and branches. Requests for information may be made in person, by telephone, by electronic means, and through mail.
All attempts will be made to answer questions at the time the request is made and to work within the customer's time requirements. Staff will determine when all reasonable sources have been exhausted and if the number of queries is excessive. Requests for more extensive help and/or training require a one-on-one appointment, made in advance with a staff member. While staff will gather the appropriate sources for the customer, the customer is responsible for analyzing the material.
Staff will not provide the following kinds of assistance, which are deemed to be beyond the scope of the library's service responsibilities.
- Interpretation, advice, or personal recommendations in any area other than the use of Library resources. This includes, but is not limited to, legal, medical, financial, or tax advice.
- Critiquing or editing customer documents.
- Completing forms (including online forms) or entering any personal information.
- Online shopping, price comparisons, and other personal business.
- Appraisal or valuation information.
This Reference Service Policy will be reviewed annually to ensure it remains aligned with the library's mission and evolving community needs.
Board Approved 4/2025