Reference Policy

Issued: 2/12/2015
Updated: 2/27/2024

Mission:

The mission of Monterey County Free Libraries is to bring ideas, inspiration, information and enjoyment to our community.

The mission of the reference staff of MCFL is to provide excellent, consistent, and non-judgmental assistance to library users who need help identifying, locating, and using information resources.   

A reference transaction is defined as a response to a patron’s information need that requires the knowledge, use, recommendation, interpretation, or instruction in the use of one or more sources, including the online catalog, Internet, computer software, print and non-print materials, other libraries and institutions, persons both inside and outside the library. The help may take the form of one or more of the following: research on a specific question (finding answers to patrons’ questions), providing direction on the use of printed and electronic resources (technology instruction), obtaining materials from different sources (placing holds, requesting ILL or recommendation for purchase), readers’ advisory.  

The staff of MCFL strives to meet the information needs of those they serve in an accurate and efficient manner. Questions may be received in person, by telephone, by computer (Instant Message, text message, or email), by fax, and/or by mail.

• Determine the information needs of individuals and groups and answering those needs in an accurate, consistent, unbiased and timely manner using appropriate library skills and resources.
• Provide quick referral and effective follow-through on questions that cannot be answered adequately with onsite resources.
• Assist patrons in the use of reference resources and the development of research strategies.
• Keep the community well-informed about the reference services and resources available from the library.
• Select and maintain a collection of print materials and electronic resources that meet the needs and interests of the communities we serve.
• Provide qualified staff to assist patrons in an efficient and courteous manner.

Ethics, Confidentiality and Impartiality:

• MCFL ascribes to the American Library Association's Librarian’s Code of Ethics.
• The needs of library patrons must be treated with respect.
• Reference staff strives to handle all inquiries with impartiality and confidentiality in a courteous and efficient manner.
• Effort is made to answer all questions with no discrimination made about the purpose of the inquiry or use of the information.
• Requests for information and resulting patron records shall be protected as described under California Code Government Code, Title 1, Division 10, Part 5, Chapter 7) Sec. 7927.100 and Sec. 7927.105.

SCOPE OF SERVICE

Availability of Service:

All types of questions fitting the scope of service will be answered with no discrimination made about the purpose of the inquiry or the use of the information. Reference service is available all hours the library branches are open.

Staffing:

Reference service will be staffed during library operation hours. All staff providing direct customer service will provide ready reference. In depth and challenging reference questions should be referred by library assistants to available librarians in the branch or to System Reference.

Levels of Service:

• Staff will complete a thorough search of in-house and online sources to locate information needed to answer a reference question. During in-person transactions, patrons may be asked to assist in checking materials for the information sought and retrieving them from the shelves.
• Staff will provide the answer to a question if the information is available in the library’s resources. If determining the answer to a question requires reading and evaluating an extensive amount of text, the staff will direct, retrieve or suggest resources for the patron to review.
• Answers to questions will be provided during the patron’s visit or telephone call. Questions requiring lengthy searches will be answered within one week or referred to System Reference. If staff foresee unusual difficulty in answering the question the patron will be informed.
• During busy periods, staff will limit the amount of time spent serving an individual patron.
• Requests received by letter, fax or email will be acknowledged by the next business day and answered within one week. Up to 2 photocopies will be sent free of charge.
• Patrons may be put on hold for a short period of time while staff research answers to questions. If more time is needed, staff will take the patron’s name and number and return the call as soon as possible. With material too lengthy to read over the phone, the patron will be asked to come to the library to look over the material or have photocopies made. Referral to information and short definitions will be given over the phone.

Types of Reference Service:

• Assistance in Locating Library Materials:   Library staff will help patrons locate needed materials in the library. When a large amount of information is needed, patrons will be shown how to locate and retrieve the materials using the online catalog or online resources. If material is not available in the system, recommendation for purchase or Interlibrary Loan can be offered.
• Class Visits: Class and other group visits for instruction on the library and its resources are encouraged and scheduled with the discretion of the Branch Manager or designee.
• Public Computer/Internet Instruction::  Staff will provide access and direct patrons to use public computers. Patrons without the knowledge to use computers or software will be directed to Technology Help programs in the library or community computer classes. Staff are not able to provide lengthy, one-on-one instruction in the use of software or the Internet. Staff cannot fill out online forms, set-up online accounts, purchase personal items or perform other personal business for patrons.
• Homework Questions:  Homework questions will be treated like all other reference questions. If lengthy help is needed, students will be referred to online resources such as HelpNow. For extensive reports that require research, students will be directed to print or online materials. Students will be expected to understand the nature of their assignments and to do the necessary research.
• Interlibrary Loan Service (ILL):  Books and other materials may be borrowed from other libraries via Interlibrary Loan Service. Some lenders may refuse ILL requests and items may have different lending periods.
• Local History and Genealogy:  MCFL maintains a Local History Archive and a webpage of reference links. Details are on the library website Local History page. Use of local history materials is governed by the MCFL Local History Archive – Access, Use and Reproduction Policy and relevant fees are outlined in the Library's fee schedule, for obituary searches, reproduction of photographs, etc. Local history and genealogy questions are treated as regular reference questions to which normal guidelines apply. The Library does not provide research services. Staff members will search up to two weeks of newspaper microfilm for obituaries or news articles when patrons are unable to visit the Library and the information is not available online. Staff will provide obituary searches at a fee per name.
• Medical, Legal and Financial/Tax Questions:  Library staff may assist or direct patrons to print information, online resource and websites to assist those seeking medical, legal or tax information. Staff may not offer medical, legal or tax advice to patrons. If reading information from print or online resources, these sources will be quoted verbatim with no interpretation by staff. Patrons will be directed to seek professionals advice. Library staff will not recommend or promote specific places of business to meet a patron’s need.
• Personal Interest Searches:  Patrons with requests for personal help with online shopping, job searching, social media or similar topics will be directed to the resources available so they are able to conduct their own research.
• Readers’ Advisory:  Staff may use print or online readers’ advisory materials or their own knowledge to offer reading suggestions to patrons when requested.
• Ready Reference:  Questions that can be answered quickly using identifiable sources such as encyclopedias, almanacs, directories, etc. should be answered by trained staff in the branch.
• Reference Referral:  When an answer to a question cannot be found in the branch, questions will be referred to System Reference for further research.
• Questions from Prison/Jail: Reference questions or letters from patrons currently residing in a voluntary or involuntary custodial facility such as a prison, jail, correctional institution, rehabilitation center, psychiatric institution, hospital, or similar situation, will be managed based on the following factors: Availability of a library or library staff from the institution, logistical feasibility of communicating with the patron and/or getting suitable materials or answers to the patron to address their needs, and availability of referral institutions that can more readily facilitate meeting the need. MCFL does not process questions or letters from voluntary or involuntary custodial facilities located outside of Monterey County.