Introduction and Purpose

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 these questions through the use of both local and remote resources.

When libraries receive requests for information that they cannot answer within their own collections the information should be sought elsewhere. While interlibrary loan has long been an established method of obtaining books and articles not available locally, there is a need for a standard way to obtain information for reference queries that cannot be answered at the local level.

Lincoln Trail Libraries System (LTLS) provides a resource-rich environment for shared reference referral. Members have access to a wealth of materials available from the academic, public, school, and special libraries within the system. Shared reference activity is a natural outgrowth of this setting and is carried out informally on a daily basis.

In the spirit of cooperative resource sharing, participants of the reference referral service 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 to lend support and ensure that reference/information needs of library users are met at acceptable levels.

I. Definitions

Reference service: The assistance provided to library customers seeking information. This assistance may range from providing information found in ready reference sources to utilizing specialized resources for in-depth research.

Reference referral: Referral of ready reference requests and information requests for which the resources are not available locally. Through this process, information assistance is provided by referring the user or the user's question to another agency. It is a vehicle for shared access to a universe of information larger than the local library resources.

Ready reference: Specific reference questions that can generally be answered quickly from a standard reference source such as a directory, dictionary, handbook, atlas, etc., e.g. "patron needs the address of Treetop Publishing, Inc."

Information requests: Requests for information that answers a specific question, but the question is of a more detailed nature and is not considered "ready" reference, e.g. "patron needs biographical information about Octave Chanute and historical information about the Chanute Air Force Base." Information requests may require more searching or answers may be longer and generally are not answerable over the phone. The supplying library should fax the answers if possible.

Subject requests: Requests for general information on a topic, such as "patron wants three books about dogs." Subject requests are not included within the scope of this policy and should be searched by the local library using subject access to LINC (Libraries IN Cooperation), ILLINET Online, and other databases.

Il. Scope

This policy covers responsibilities of and guidelines for agencies participating in referral transactions for ready reference and information requests. These responsibilities include those of the member libraries to help each other answer reference questions.

Ill. Responsibilities of requesting libraries

A. Member libraries are expected to maintain a reference collection(see attached Guide to Basic Reference Sources) built to serve its patrons needs. Referral requests made to another library under this policy should be limited to questions for which there is no recurring demand locally.

B. 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.

C. It is the requesting library's responsibility to see that each reference request has been researched as thoroughly as possible before requesting 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's 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 LINC, ILLINET). Indicate where the patron heard about the topic (i.e., TV, radio, a book) and any other details which pertain to the topic.

D. Phone your request directly to the agency of referral. 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.

E. It is a basic responsibility of the requesting library to select an appropriate library for referral and to be aware of that library's collection strengths.

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

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

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

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

IV. Responsibilities of Responding Libraries

A. 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.

B. Staff should notify the requester if an inordinate amount of time will be required to obtain the answer.

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

V. Responsibilities of LTLS Reference Referral Service

A. LTLS services exist to assist member libraries in locating resources when help is needed. Often, this assistance will center on a training focus, including instruction for enhanced searching techniques.

B. LTLS will communicate developments in system reference referral service and assist libraries in identifying collection strengths for the purpose of cooperative collection development.

C. LTLS will coordinate continuing education events that will on a regular basis update member library staff reference skills.

D. LTLS will promote broader access to reference materials via shared electronic resources.

E. Any librarian unsure of how to direct a question is welcome to ask for assistance from LTLS .

F. LTLS will collect and monitor reference referral statistical data from the participating libraries.

G. Update the Guide to Basic Reference Sources on a regular basis.

Guide to Basic Reference Sources

Almanacs (at least one to be renewed annually)

Information Please Almanac

*World Almanac and Book of Facts ($8.95)

Anthologies

*at least one basic poetry anthology in reference or circulation collection

Stevenson, Home Book of Verse

Favorite Poems of the American People

*Barlett's Familiar Quotations ($40.00)

Atlases (at least one to be renewed annually)

Rand McNally Goode's World Atlas

*Rand McNally Road Atlas: United States/Canada/Mexico ($8.95)

Rand McNally Today's World Atlas

Bibliographc Access Tools

The Readers' Adviser

Books in Print

*Dial access to LINC

*Dial access to ILLINET Online

Dial access to OCLC

*Union List of Serials (SILO on CD-ROM and/or LTLS)

Biographies

*Webster's New Biographical Dictionary ($24.95)

Language Dictionaries (at least one)

Webster's New Collegiate Dictionary

American Heritage Dictionary of the English Language

Multimedia and CD-Rom encyclopedias

Other Dictionaries

*Roget's International Thesaurus ($4.99)

Directories

*local phone book and other phone books from your area

*National Five-Digit Zip Code and Post Office Directory ($15.00)

*Lincoln Trail Libraries System Directory

*Lincoln Trail Libraries System Guide to System Services and Policies

National Directory of Addresses and Telephone Numbers

Encyclopedias (at least one renewed every three years)

Encyclopedia Americana

World Book Encyclopedia

Multimedia and CD-ROM encyclopedias

Gazetteers

Webster's Geographical Dictionary

Government Handbooks, Manuals, Yearbooks

*United States Government Manual ($30.00)

Statistical Abstract of the United States

*IIIinois Blue Book (can be obtained free of charge)

Handbook of Illinois Government (can be obtained free of charge)

Illinois Statistical Abstract

United States Code

Other Handbooks, Manuals, Yearbooks

*Occupational Outlook Handbook ($18.95)

Hoover's Handbook of American Business

Robert's Rules of Order

International Vital Records Handbook

Franchise Opportunities Handbook

Social Security Handbook

Medicare Handbook

Handbook of Illinois Government

Medical Sources

*Essential Guide to Prescription Drugs ($17.00)

*any pocket medical dictionary

Merck Manual of Diagnosis and Therapy

Mayo Clinic Family Health Book

American Medical Association Encyclopedia of Medicine

Physicians' Desk Reference

The Complete Drug Reference (U.S. Pharmacopeia)

a guide to medical tests

Miscellaneous

Abridged Reader's Guide to Periodical Literature

Guinness Book of World Records

*Peterson's Guide to 4-Year Colleges ($18.95)

Peterson's Guide to 2-Year Colleges

Edmund's New Car Prices

NADA Official Used Car Guide

*Consumer Reports Buying Guide ($8.95)

Joy of Cooking

Dewey Decimal Classification 20 Summary

Library of Congress Classification Summary

a paperback movie/video guide

a resume-writing guide

a price guide to antiques and collectibles

Turabian's Manual for Writers of Term Papers. Theses and Dissertations

Junior Authors and Illustrators

Statesman's Yearbook

subscription to local newspaper

Peterson Field Guides (guides to trees, flowers, and birds)

reproducible tax forms for libraries

basic etiquette reference book

reviewing source for new books

a magazine about current events - Newsweek. Time, or U.S. News and World Report

City and County Data Book

Consumer Price Index News Release

a book of interest and mortgage tables

"report cards" of school districts in library's service area

basic guide to financial aid for college

consumer product evaluations and price guides

sports and game rules - basic reference book

*indicates minimum source within a category. Other titles recommended provide for a more complete basic reference collection.