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Plan for Reference Service

 

 

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, VIC, Illinet Online, and First Search 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 Assistant Executive Director. 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 that is 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, IO, and First Search. 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. Responses to questions are also automatically distributed to all participants in the list.

The listserv software is housed and maintained on a computer 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 below. There is also a simple procedure for withdrawing from the list.

Below are condensed instructions for the most common functions of the list. Notice in these instructions that you will send e-mail to slightly different addresses for different types of functions:

Messages for everyone on the list go to general@list.rpls.lib.il.us

Commands for the listserv software to execute go to listserv@list.rpls.lib.il.us

How to subscribe to the general list:

• Send an email to listserv@list.rpls.lib.il.us
• Leave the subject line of the e-mail blank.
• In the body of the e-mail type: subscribe general YourFirstName YourLastName
• Send the message. You will get a confirming message back from the listserv. Follow the directions in that e-mail within 48 hours to confirm your subscription.

How to send questions or responses to the list after you have been confirmed:

• Send an email to general@list.rpls.lib.il.us
• Put a topic in the subject line so others can see what the message is about.
• Type your question or response in the body of the message as you would a normal e-mail.
• Send the e-mail. You will receive a confirmation back from the listserv for every message you send.

How to see who is on the list:

• Send an email to listserv@list.rpls.lib.il.us
• Leave the subject line of the e-mail blank.
• In the body of the e-mail type review general.

How to unsubscribe from the list:

• Send an email to listserv@list.rpls.lib.il.us
• Leave the subject line of the e-mail blank.
• In the body of the e-mail type: signoff general YourFirstName YourLastName
 

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:

1. 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.

2. 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.

3. 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 DRA, Illinet).  Indicate where the patron heard about the topic (i.e., TV, radio, a book) and any other details which pertain to the topic.

4. 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.

5. 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.

6. Statistical records of reference referrals should be maintained in order to evaluate referral usage.

7. Prior to referring a question, a reference interview must be conducted and the patron must give permission for the question to be referred.

8. When phoning a referral, it is preferable for the patron to be present and available to provide additional information if needed.

9. When requesting a referral, indicate a time frame within which the answer is needed.

 

Responsibilities Of Responding Libraries: 

1. 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.

2. Staff should notify the requester if more than 48 hours will be required to obtain the answer.

3. Statistical records of reference referrals should be maintained in order to evaluate volume of referrals from other libraries.

 

Responsibilities of RPLS: