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Plan for Reference Service
ROLLING PRAIRIE LIBRARY SYSTEM
INTRODUCTION
Rolling Prairie Library
System is responsible for promoting the development of quality reference service
among its member libraries and for assisting its members in their efforts to
meet the information needs of the library patrons they serve. Rolling Prairie's
role in the reference area is essentially that of a facilitator.
Reference is a basic service
of libraries. Each library has many missions, one of which must include meeting
the information needs of patrons. Libraries receive questions on a wide variety
of subjects and are responsible for answering those questions through the use of
both local and remote resources. RPLS member librarians work in a resource-rich
environment. Remote access to databases, such as the system
LLSAP,
Statewide Illinois Library Catalog (SILC),
I-Share, and FirstSearch, provide a wealth of materials and information available to our libraries.
RPLS assists member libraries
in the provision of quality reference service in three ways. The system provides
an ongoing program of continuing education and hands-on computer laboratory
training events that help member librarians develop their reference skills at
all levels, especially in their ability to use the rapidly expanding electronic
resources that are increasingly available to them. The system also maintains a
listserv that member libraries can use to post reference questions. Finally, the
system coordinates and promotes the referral of reference requests among our
member libraries. General responsibility for coordinating the deterrence role of
RPLS rests with the Consultant for public/special libraries. Together these three RPLS
programs facilitate a cooperative approach to the enhancement of reference
services in our member libraries.
Each of these three
approaches is described in more detail in the sections below.
CONTINUING EDUCATION
AND TRAINING
RPLS plays an important role
in helping its member libraries to keep their reference skills up-to-date and to
stay aware of new developments and resources. Each year in planning the
continuing education calendar reference is one of the areas always
considered and opportunities are actively sought for providing workshops and
events that focus on reference resources, both print and electronic, reference
skills such as conducting the reference interview, and reference policies and
procedures. An attempt is made to provide over time a variety of sessions that
will appeal to librarians who are trying to provide reference service in many
different types and sizes of libraries.
RPLS also maintains a modern computer
training room in which member librarians can receive practical, hands-on
training in the use of databases such as the
LLSAP,
I-Share, and FirstSearch.
System staff provide an ongoing schedule of classes utilizing the training room.
Participation in these classes allows our member librarians to improve their
searching techniques and make sure that their patrons can benefit from the many
electronic resources available to Illinois libraries.
Another aspect of our
continuing education effort is the information provided in the Prairie News and
other system publications about developments in
reference resources and services and the possibilities for grants that may
assist local libraries to improve their reference services. Finally the system
is always willing to serve as a facilitator for demonstrations by database
vendors and for the exploration of group buying or discount possibilities.
THE RPLS LISTSERV
RPLS maintains a listserv
that is available through e-mail. The listserv is intended to allow member
libraries to send reference questions to all the libraries that have chosen to
participate in the reference listserv. Once a member library has sent an e-mail
containing the question to the listserv, the listserv software will
automatically distribute the question to all the participants in the list. Other
participants may then respond with either an actual answer or suggestions on how
the answer may be found.
The listserv software is
housed and maintained at RPLS. RPLS staff are responsible for monitoring the
software and installing any available upgrades to it. However, the list is
unmediated and RPLS staff do not authorize or edit either the questions or the
responses. Participation in the list is voluntary and is enabled by sending a
simple e-mail message as described on our
listserv page. There is also a simple procedure for withdrawing from the
list.
RPLS REFERENCE
REFERRAL
In the spirit of cooperative
resource sharing, member libraries are expected to provide reference information
for referred questions on the same basis as provided for local patrons. The
purpose of this policy is to establish a framework for supporting the sharing of
resources and to ensure that the reference needs of library users are met at
acceptable levels.
Responsibilities of
Requesting Libraries:
- Member libraries are expected
to maintain a reference collection built to serve local patrons’ needs. Referral
requests made to another library under this policy should be limited to
questions for which there is no recurring demand locally.
- Member libraries should
ensure that staff members working on reference requests are skilled in basic
reference sources and interviewing techniques. Staff shall attend ongoing
training on reference services and sources.
- It is the requesting
library’s responsibility to see that each reference request has been researched
as thoroughly as possible before referral. This means that the local library
staff have searched to the best of their ability all in-house and online
resources for the information. It is important to indicate where local library
staff already have checked for information (i.e., paper sources such as Readers’
Guide to Periodical Literature, World Book Encyclopedia, or online sources such
as
LLSAP,
FirstSearch and
I-Share).
Indicate where the patron heard about the topic (i.e., TV, radio, a book) and
any other details which pertain to the topic.
- Phone your request directly
to the library to whom you are referring the request. If this is not possible,
request the referral by fax or e-mail. Identify the request clearly as a
reference referral request being referred from your library.
- It is a basic responsibility
of the requesting library to select an appropriate type of library for referral
and to be aware of that library’s collection strengths. Libraries in the same
community, such as a public and a school or local college, should be aware of
each other’s strengths and think of each other as possible sources. Librarians
should be aware of specialized collections such as state agency libraries or
medical libraries that can help with specific areas.
- Statistical records of
reference referrals should be maintained in order to evaluate referral usage.
- Prior to referring a
question, a reference interview must be conducted and the patron must give
permission for the question to be referred.
- When phoning a referral, it
is preferable for the patron to be present and available to provide additional
information if needed.
- When requesting a referral,
indicate a time frame within which the answer is needed.
Responsibilities Of
Responding Libraries:
- Staff will make every effort
to answer (including source of information) questions referred. Librarians
should supply the source consulted if the answer is not found.
- Staff should notify the
requester if more than 48 hours will be required to obtain the answer.
- Statistical records of
reference referrals should be maintained in order to evaluate volume of
referrals from other libraries.
Responsibilities of
RPLS:
- RPLS will communicate
developments in system reference referral service and assist libraries in
identifying collection strengths for the purpose of cooperative collection
development.
- Any librarian unsure of how
to direct a question is welcome to ask for assistance from the RPLS Consultant
for public/special libraries.
- RPLS will monitor and
evaluate the participation of libraries at all levels in the reference referral
program.
- RPLS will collect and publish
appropriate statistics relating to the operation of the reference referral
program.
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