Fundamentals of Reference

Reference Policies 93

organizational structure

for reference service

This is where organizational charts for the library as well as the reference
department reside. The former should show the “inter-relationships between
the reference department and other library units” (II A), and the latter should
illustrate “the functions and inter-relationships of all personnel within the
reference department” (II B).

services and service Philosophy

This is the heart of any reference policy: From a general statement of service
philosophy which includes statements on the provision, level, and evalua-
tion of reference service, it expands to describe the various kinds of reference
services offered (i.e., at reference desks, by telephone, via e-mail or written
correspondence, by appointment, etc.); the parameters of each (i.e., time
limits, length and depth of questions, etc.); the type of statistics kept, and
the manner in which each service is evaluated. Other topics to be addressed
in this section include electronic reference service to remote users; referrals
and cooperative reference; user education; document delivery and services to
patrons with special needs; and services in special subjects.

Personnel

The responsibilities of the reference staff are laid out here, as are professional
development and training (including new staff orientation) and expectations
for their continuing education and professional activities. The criteria used for
the evaluation of individual staff members is also outlined here.

reference Collection(s) Policy

Beginning with a statement of the purpose and scope of the policy, this section
should include a definition of reference materials; guidelines for their selection
(including subject coverage and appropriate formats) and management (who