Reference Services Policy
The primary function of the Union County Library’s reference services is to assist patrons of all ages in their
search for information. This assistance includes helping and educating the patron in the most effective use of
library tools and resources. Students of 14 years of age or under should be encouraged to begin their search in
the Junior Department. If the information they require is not available in the Junior Department they will be referred
to the Adult Department.
Staff members will not make judgmental decisions regarding the importance or value of an informational need. All
patrons will be treated with courtesy and all informational needs will be given equal consideration by the staff
member or members working with the patron.
Telephone Reference
Staff members will answer telephone reference questions if the question is not exceedingly lengthy and
complicated.
Patrons in the library and waiting for assistance will take precedence over a telephone reference. If patrons are
waiting in person at the same time as a telephone reference, the librarian will offer to return the patron’s call when
time is available. If the patron is calling long distance, the patron will be asked to call again at a specific time when
the librarian feels she/he will have had time to gather the information required.
City Directory Questions
Telephone requests will be answered using the city directory. Requests for information about nearby residents will
not be given. The librarian may verify information the caller already has using the city directory or telephone book.
If the caller has a lengthy list of names, they should be encouraged to come to the library and use the directory
themselves. Patrons may use the city directory in the library.
Computer/Internet Searches
While the Internet provides a vast resource for reference services the Union County Library System is not
responsible for the content, quality or accuracy of information obtained from Internet sites.
Staff members are available to answer general questions regarding Internet use, but will not perform research for
patrons on the computer other than to answer simple reference questions. Due to limitations in time/staff
availability, staff members are unable to provide lengthy instruction on computer and Internet use. Patrons
needing extensive help will be referred to self-help/instruction books regarding computer/Internet use.
The Union County Library System is not responsible for any time delays in locating information via the Internet due
to equipment, software, or Internet provider malfunctions.
Database Searches
Patrons will be encouraged to perform and print their own database searches. Staff members will instruct the
patron on the use and search techniques for appropriate databases and encourage the patron to continue
independently. Staff may prepare and do a search for a patron to pick up if time permits. This service will be
performed for the patron in the due course of library business. Patrons in the library and needing assistance have
priority. Patrons will be charged for print outs accordingly (See Copy Machine/Printer Policy for details).
General Assistance
All staff may answer directional questions: "Where is the copier, restrooms, drinking fountain?"
All staff members may direct patrons to a specific department. They may recommend titles that they have read or
titles other patrons have said were enjoyable. Staff members are encouraged to keep the Director informed of
areas patrons feel are inadequate or if additional copies are needed.
Staff may assist patrons with the copier. They may help patrons make one or two photocopies, and add paper to
the machine as needed. Staff members will not do extended copying for patrons. Patrons are responsible for all
copies made. (See Copy Machine/Printer Policy for details).
Homework
Library staff is here to assist the student in using the library. Staff members will teach the student to find resources
for school assignments.
Keep in mind that other students may need materials on the same subject.
If a parent calls or visits the library and wants materials pulled for a student’s assignment, explain that the student
should come to the library and the librarian will teach the student how to find materials in the library.
If the patron/parent insists that student will not be able to come in to do the research, staff may pull two or three
items on the subject and hold for the patron. Explain that there are probably many more resources available on
the subject and that a staff member can show the student or parent how to conduct further research.
The librarian will not do the students homework or research paper.
Medical, Legal, Tax and Business Questions:
Library staff will assist patrons in finding answers to specific questions on the above topics but will not interpret or
give their own opinion even when the patron asks for their opinion or interpretation. When answering these types
of question by telephone, the staff will read verbatim from a source and cite the source to the patron. Again, no
interpretation or personal opinion will be given by the librarian.
For further assistance requiring interpretation of the law, medical terms, tax laws, or business holdings, the patron
should be referred to a doctor, lawyer, or other specialists of his choice. The librarian will not recommend a
particular doctor, lawyer, tax consultant or other specialist if asked to do so by the patron. The librarian may guide
the patron to listings of such professionals in either the telephone book, or other directories owned by the library.