Reference and Instruction

Reference Philosophy of Service:

Providing assistance, insight, or direction to the simplest of information requests is as valid and important as assisting with the most in-depth of research requests. Education, at all levels, is one of the greatest resources available in our society. Instilling a positive experience within the library and a love for life-long learning plays an important role in providing individuals the tools and opportunities for personal enrichment, professional development, and achievement of academic excellence. An informed and reflective citizenry are capable of making a significant and positive contribution back to society.

Providing professional and unbiased service to all individuals within the library is the mark of quality library service. The library recognizes the varying needs and levels of education within our student body, faculty, and staff and makes every effort to exercise respect, understanding, and good judgment in assisting users.

Access to relevant, value-added information and appropriate resources is becoming increasingly diverse and challenging in the information technology age. Taking the time to listen, discuss, and understand a users need and navigate them to the most pertinent source is an essential facet of library services. The library makes every effort to assist and link the user with the most current, authoritative, and relevant information available.

The library recognizes information retrieval and bibliographic instruction is ultimately only as useful as the level of satisfaction the user derives from it. And, although we cannot guarantee satisfaction, every effort will be made to achieve satisfaction.

Description of Reference Services:

The library’s goal is to provide effective and personable service, which is best achieved through a combination of professional skills including: projecting an open and helpful appearance, leading the user effectively through the question/negotiation process, and utilizing tact and understanding when addressing and assisting users. It is often important to restate the user’s request to confirm the specific nature of their information need before proceeding with assistance. This verification process allows librarian and user to better acknowledge and understand the appropriateness and relevancy of sources to search and helps to eliminate any potential frustration or misinformation. Subsequent clarification is often beneficial in narrowing and identifying the best possible resource.

While assigned to the Library Reference Desk, public service is the primary responsibility of the librarian or library assistant. Ancillary duties such as technical or clerical processing of materials should be considered a lower priority and not impair the level of personal assistance and service to users of the library.

Reference questions or requests may be submitted or asked:
1) in person at either campus library, 2) via e-mail, 3) telephone, or 4) fax machine

General reference questions and requests often include:

Informational queries: assistance in retrieving specific course related information of a bibliographical, factual, historical, pictorial, statistical, or technical nature.

Instructional queries: assistance in the use of electronic and print periodical and literature indexes and full-text retrieval sources; online research and information databases via the internet; reference materials including almanacs, codes, directories, encyclopedias, handbooks, and standards; use of the online library catalog and retrieval of materials from the shelves; and operation of audiovisual and computer equipment.

Directional queries: assistance in the location of resources and services in the library and on campus, and referral to appropriate resources and services within the community when appropriate.

Instruction and Orientation to the Library:

Orientation to the library facility and instruction in the use of print and electronic resources are available to students, faculty, and staff in a variety of delivery methods. Orientations constitute a broad overview of library resources, services, and facilities. Library instruction provides specific instruction in the use of reference and research materials and databases and may include demonstration of electronic periodical indexing, abstracting, and full-text services; online searching via the internet; searching the online library catalog and materials retrieval; general encyclopedic, directory and statistical searching of print resources; and program specific materials instruction.

Types of orientations:

Library instruction classes and orientations may be arranged by faculty by contacting the library and requesting to schedule an orientation. One week prior notice is highly recommended when scheduling library classes to ensure professional staff are available and to verify scope of coverage required of class assignments, course research competencies, and specific databases preferred for class demonstration. Although last minute class instruction and orientation requests are discouraged the library staff will do their best to accommodate faculty needs.

Special group instruction and orientations may be scheduled as necessary for faculty groups, administrative personnel, visiting groups, etc. One week prior notice is recommended for adequate scheduling.

Self-directed user guides such as the Student Library Handbook, Faculty Library Resource Guide, “how-to” handouts, tutorial handouts, and virtual tour are available within the libraries and online to facilitate self-directed orientation and instruction in the use of library resources and services.

Additional library and related professional development issues to explore in the future for presentation to faculty, staff, and students include: teaching and learning resources, understanding copyright law, preservation issues for library collections, interlibrary loan policies and procedures, federal laws and guidelines governing use of the internet, impact of technology on libraries and materials in print, regional cooperative library agreements and joint borrower policies and procedures, educational technology methods and delivery systems, and career exploration and employability skills resources.