Reference Service Policy

The purpose of Lawrence W. Tyree Library reference services is to anticipate and meet the information needs of patrons accurately, efficiently and professionally.

The purpose of this policy is to provide guidelines for a uniform standard of service of the highest quality to be provided by the reference librarians at the Lawrence W. Tyree Library for all library users. It serves as a resource for present staff and as a guide for new staff and adheres to the mission, vision, and values of the Reference and User Services of the American Library Association. This policy is public information and is available to anyone requesting it.

Objectives of Service

Through instruction-based reference, the Lawrence W. Tyree Library strives to develop and implement a program of reference services that will effectively and accurately meet the information needs of the college community while promoting information literacy skills and self-sufficiency in information retrieval and research. The goal is to empower users to serve themselves – to select the best material appropriate to their needs. Reference staff fosters users’ information literacy and self-sufficiency by instruction in the methods of research, the tools of research (both printed and electronic), and the ability to evaluate the quality and relevance of the research material retrieved. Essential to this service is a broadly developed collection.

Specific Objectives:

• To provide accurate, timely, up-to-date reference services whether questions are asked in person or via electronic access (telephone, email, fax, chat, etc.).
• To select and acquire suitable and timely resources which meet the ongoing needs of patrons. To arrange and maintain these resources in a readily accessible manner.
• To provide approachable, knowledgeable staff to assist patrons. To encourage staff development in the areas of library reference services, materials, equipment and other related areas to provide consistent, high quality service.
• To instruct patrons in the use of library materials, equipment, and facilities, either through individual instruction, non-credit bibliographic instruction, or credit LIS instruction.
• To provide class instruction. Input from, and attendance during sessions by, SF instructors is crucial. Librarians tailor instruction based on the course syllabus or a particular assignment, and include course-specific web pages, handouts, and hands-on use of library resources tailored specifically for a particular class or class project.
• To cooperate with other departments of Santa Fe College in their efforts to better serve the college.
• To promote awareness of library services and materials by creating publications including instructional and informational handouts in print, online, PowerPoint, and video formats.
• To create, update, and maintain web pages with links to a variety of information appropriate to the Santa Fe College community.
• To periodically evaluate patron satisfaction and reference services by various methods. To periodically evaluate policies and procedures to strive for the best possible reference services.

Liability

The Lawrence W. Tyree Library is not accountable for the validity of published information or for uses to which information may be put by clients. The reference librarians do not interpret the law, diagnose medical problems, or recommend books or companies for purchase or hire. Further, the Library does not guarantee that the source of any information to which a library employee may direct a user seeking reference or informational assistance is the best possible available source of that information either in materials owned by the library or obtainable by the Library. The materials in this library have been selected primarily to support the curriculum offered at Santa Fe College.

Ethics/Confidentiality

Service is made available to all students, faculty, and staff of Santa Fe College on an Equal Access/Equal Opportunity basis in accordance with college policy. Each request is taken seriously and treated with respect. All reference questions are confidential. Under no circumstances is there any discussion outside of a professional context about an individual or group of users or about any transaction between user and staff member. The nature of reference questions asked and the identity of the patron shall not be divulged to any agency outside of those to which a patron may agree to be referred without a properly executed order from a court of law.

The Reference Department of the Lawrence W. Tyree Library abides by Florida Statute 257.269 concerning the confidentiality of library registration and circulation records and by the Code of Ethics of the American Library Association.

Priorities

Available resources -- personnel, material, staff time, equipment, and facilities -- may vary from time to time, and services will be adjusted accordingly. Every effort will be made to staff the 2nd floor Reference Desk at all hours the Library is open. The 3rd floor Information Desk will be staffed at peak hours.

Because the goal of reference services at the Lawrence W. Tyree Library is to provide accurate, complete and timely information within the constraints of available resources, reference services are prioritized here:

• Emergencies - tornado alert, accidents, etc. 
• Direct personal service to patrons who come to the Reference Desk on a first-come, first-served basis.
• Telephone service to patrons in the order in which they call.
• Individual instruction for help in finding and using any of the Library’s print or electronic resources, including using online resources more efficiently. Appointments with the librarian(s) are encouraged.
• Ask-A-Librarian online reference questions.
• Reference questions not answered due to lack of staff time or the need for further verification of the patron's request.
• Supporting activities, including, but not limited to:
• • Day-to-day maintenance of reference materials.
  • Selection/de-selection of materials.
  • Planning services and programming.
  • Other duties and special assignments.

Public Services Staff Approachability and Attitude

All Reference Department staff are expected to be courteous and exhibit welcoming behavior (eye contact, smile, "may I help you?" etc.). Staff should first direct their full attention to patrons asking for help, and second, notice other patrons who appear possibly to need help. Staff should be aware of activities throughout the Library, approaching and offering help when patrons appear to be confused or unfamiliar with library resources.

Whenever possible, staff should show patrons where resources or facilities are located rather than providing verbal directions or pointing.

Handling Inquiries

• Directional - Staff provide directional assistance to patrons whenever necessary.
• Staff participation in developing signage to be posted throughout the Library to aid patrons in finding and using equipment, resources and facilities.
• Ready Reference - Ready reference questions (phone numbers, addresses, names, etc.) are answered during all open library hours. Answers are given as quickly as possible. Patrons at service desks take precedence over patrons who phone in and can ask as many questions as they choose. Staff will avoid reading lengthy passages from materials over the telephone in response to phoned-in questions. 
• General Reference and Research Questions - General reference questions, those requiring more work than ready reference but less work than research questions, are answered in as timely and efficient a manner as available resources allow. The staff attempts to answer research questions for which staff determine the Library has the appropriate resources. Reference staff do not provide in-depth research (gathering of comparative data, analysis, etc.), but will instead attempt to locate sources from which patrons can obtain the information they seek and provide instruction on the use of these resources.
• Ask-A-Librarian online form - The reference email is checked at least twice each day the library is open and questions are answered within twenty-four hours. Any questions considered out of the scope of the Library (registration questions, financial aid questions, etc.) are forwarded to the appropriate college departments.

Recording statistics

Statistics on reference transactions will be gathered daily and analyzed at periodic times throughout the semester. The Reference Department also collects and maintains for evaluation statistical information on library tours, non-credit (Information Literacy) and credit instruction.

Information Literacy Instruction

The Lawrence W. Tyree Library offers Information Literacy instruction to the students of Santa Fe College. This instruction takes the form of either instructional non-credit sessions for classes at SF or credit courses taught by Library staff.

• Non-credit instruction – SF faculty may request, either in-person at the library or using the online form, an Information Literacy session for their class. Each session is taught by a librarian and is tailored to the individual needs of that course. Instructors must accompany their class to each session or send a substitute if unable to attend.
• Credit-instruction – The Lawrence W. Tyree Library offers three 1-credit library science courses and one 2-credit library science course held at predetermined times throughout the semester. These courses are taught by Librarians. The Reference Staff periodically evaluates and updates these courses as needed to ensure currency and accuracy of the information.

Reference Staff

The library reference staff must have a graduate degree from an ALA-accredited program and meet the Association of College and Research Libraries Standards of College Libraries. All library professionals are responsible for and participate in professional activities.

The library strives to provide a reference staff that has the knowledge and preparation appropriate to meet the information needs of the college. Personnel responsible for information technology services will be familiar and competent in using information technology and also possess effective interpersonal communications skills.

Circulation of Reference Materials

As a general rule, reference materials do not circulate. Exceptions are made depending on the item in question and the nature of the request. Decisions regarding this matter will be made by a Reference Librarian. Loaning periods will be determined on a case-by-case basis, not to exceed one week. Reference materials are not loaned to other libraries via Interlibrary Loan.

Computers

The Reference Librarians will assist users with the computers in the Reference area, as they are able. All library patrons must abide by the Library Computer Use Policy. The computers are for educational purposes. If no computers are available the librarian has the right to ask someone not using the computer for educational purposes to give up his/her computer.

Evaluation

The library will regularly evaluate its information services to ensure that the service furthers the institution's goals and that the goals reflect the needs and interests of the college. Formal and informal evaluations will be used to determine the optimum allocation of resources to provide quality service.

The library will appraise the performance of individual Reference Department staff members and of the collective performance of that staff at regular intervals, using recognized personnel evaluation techniques and instruments agreed to in advance by those to be evaluated and those performing the evaluation.