Reference and Readers Services Policy

• Reference Policy
• Interlibrary Loan Policy
• Readers Services Policy
• Internet Access Policy
• Ask a Librarian Live, Im, Text Reference Service
• Policy Review and Evaluation

I. Reference Policy

The purpose of Reference and Readers Services at the St. Charles Public Library is to meet the information needs of eligible patrons accurately and efficiently. (Eligible patrons are St. Charles Public Library District taxpayers, residents and cardholders, or residents of cooperating library districts.) The Library serves a diverse public with unique individual needs and levels of ability to conduct searches independently. This policy exists to fully inform the staff and the public of the service available to them, and to clarify the nature and extent of the services provided. The most recent Illinois Library Association standards document, Serving our Public: Standards for Illinois Public Libraries, provides the model for this policy. 

All requests are treated confidentially, courteously, and without regard to age, race, sex, social, or economic status of the patron. Names of users and the transactions which occur between users and the staff are confidential and not discussed outside a professional context.

Staff at all levels is required to pursue continuing education opportunities which will enable them to better meet the needs of the Library’s patrons. Staff receives in-house training regarding appropriate responses to patron questions, including reference questions. This training includes reference interview techniques, reader’s advisory service, and bibliographic instruction. All staff are taught to treat each question with respect insofar as the level of assistance required and the topic of the question, including assisting patrons with special needs.

Assistance is given to patrons in the identification, location, and use of desired information through local resources, outside sources, and referrals. Information requests are taken in person, by telephone or TTY, by facsimile transmission, by mail and by email and live over the Internet, with priority given to in-person requests. Reference services and materials are available during all hours the Library is open. All requests for information receive an answer or status report within one working day. Questions which cannot be answered with onsite resources are referred to another agency. Such referrals are verified and/or mediated by staff.

In the instance of legal, medical investment, or tax questions, the staff may only guide the patron to the resources covering that topic. No evaluations or interpretations of the information are provided, nor may staff define the meaning of terms, offer investment advice, select tax forms, or serve as a surrogate for a professional in any of the fields mentioned above. If patrons need such additional interpretations and explanations, they are advised to consult with their professional from the above-mentioned specialties. 

Reference materials regardless of format must remain in the Library.

A copy of this written policy statement is available in the Library.

II.  Interlibrary Loan Policy

It is the policy of the St. Charles Public Library District to make every effort to meet the information and reading needs of its cardholders. Given the extremely wide range of individual user needs, local needs cannot be met solely by the local collection. Therefore, it is the Library’s policy to request from other libraries most materials needed for the purposes of study, instruction, information, recreation, or research. With the exception of Reference materials, new items, puzzles, popular DVD sets, and video games which the library does not make available for ILL,  audiovisual materials are both borrowed and loaned among cooperating libraries but are not loaned to out of state libraries. Transactions in which library materials are made available from one library to another are called interlibrary loans. St. Charles is an ILLINET Library and adheres to the ILLINET Interlibrary Loan Code, a copy of which is attached. Interlibrary loan services are extended to St. Charles Public Library District cardholders in good standing.

Lending Policy

The St. Charles Public Library undertakes to meet interlibrary loan requests in a timely fashion, within the limits of staffing and scheduling. To assure timely receipt of the request in circumstances where a request is RUSH or EXPRESS, we suggest a telephone call to the Interlibrary Loan Office, 630/584-0076, ext. 224, or to the Information Services Desk, 630/584-0076, ext. 215.

Direct Loan request messages from Du Page Library System libraries may be left on the Library’s automated telephone system by dialing 630/584-0076, ext. 224 to reach the Interlibrary Loan voice mailbox.

The Library’s fax number for Interlibrary Loan is 630/584-3448.

There is no charge for providing a reasonable number of photocopies to ILLINET libraries. The Library is to be reimbursed for postage incurred when providing EXPRESS service under the ILLINET code.

The interlibrary loan period is three weeks. Items may be renewed.

The Library’s preferred method of delivery is the state van system, but a reasonable number of pages will be faxed if so requested.

Borrowing Policy

The collection of the Library is shaped by the guidelines in the Collection Development Statement. When a St. Charles patron requests material the St. Charles Public Library does not own or is not able to provide immediately from its collection, Interlibrary Loan Service will be offered. The Library will attempt to borrow any items that lenders will agree to loan in accordance with reciprocal agreements.

Interlibrary loan requests outside LINC, the Library’s catalog consortium, are made at the Information Services Desk. Requests are handled in a timely fashion subject to staff availability and schedules, and patron deadlines. Since availability of books and other materials varies considerably, depending on the item, it is often not possible to say with certainty how long it may be before an item is received.

When materials are received at the St. Charles Public Library, patrons are emailed. If the patron is unavailable by email, a mailed notice is sent. Patrons are given at least six days to pick up materials. Loan period is determined by the lending library. For security, items must be returned directly to the Library building. In instances when availability is limited, items may be requested again 3 months after the initial loan period. Loan periods must be observed by the patron. A nonrefundable $20 service charge will be added to items more than 14 days overdue. Standard overdue fines also will apply. Abuse of ILL policies will result in the suspension of ILL borrowing privileges.

Photocopies

The Library will obtain a limited number of photocopies needed by individual patrons, again depending on staff availability.

The Library adheres to the copyright laws which limit the number of copies allowed annually from recent years’ issues of an individual title. For this reason, patrons may be referred to a neighboring library where the title is owned.

There is a 10 cents per page charge for photocopies. If there is an additional charge by the lending library, this charge is passed on to the borrower. The Library will fax a limited number of pages to cardholders at the same rate.

III. Readers Services Policy

The St. Charles Public Library provides services to promote recreational enjoyment of books and authors of all genres and formats by providing patrons with personalized consultation, suggestions, and assistance in locating and choosing materials. Readers Services also promotes reading and the use of Library resources. 

IV. Internet Access Policy

The St. Charles Public Library provides access to Internet information sources to expand the availability of resources outside its own collection. In offering the Internet as an information resource, the Library’s goal is to enhance its existing collection in size and depth and, as a public access agency, enable any eligible user to use the Internet. Minimal personal orientation is offered, and introductory classes are scheduled periodically.

V. Ask a Librarian Live, Im, Text Reference Service

All requests are answered at least briefly and may be referred to a patron’s home library or other appropriate source. St. Charles Public Library cardholders and district residents are afforded the highest level of reference service. Information requests should be left open until confirmation of customer satisfaction is received. If this cannot be accomplished in a live online environment, the patron should be given every opportunity to have the request pursued further. An offer should be made to follow-up via email or other response.

VI. Policy Review and Evaluation

The Library Board reviews this Policy biennially. 

Reference and Reader Services are evaluated annually and as required by the State Library, focusing on staff approachability; expertise in conducting reference interviews; accuracy, usefulness, and completeness of answers; and timeliness of answers.

rev. 3/2010