GOAL
It is the goal of the MELSA Reference Committee to facilitate the best possible reference service to residents of the MELSA area. The MELSA Library-To-Library Reference Network is one part of the plan to meet that goal. The Network makes it possible for residents of the MELSA area to receive answers to reference questions drawing upon all the information resources within the area. In its promotion of cooperative use of these resources, the Network enhances the local library and all libraries in the eyes of customers, and enables the utilization of local research collections to a fuller extent.

DELIMITATIONS
This Network is concerned only with library-to-library reference services, not with the direct service provided in crossover transactions where individual customers call a library that is not their local library.

DEFINITIONS

Client Library: The central reference source of the library system where the question originates.

Resource Library: The central reference resource of the library system to which the question is referred. There is no designated referral structure. Each system is encouraged to serve as a resource center. All questions should be forwarded only to designated reference resource libraries listed below, and not to individual branches within resource library's system.

Anoka - Northtown	Ramsey - Roseville
Carver - Chaska	St. Paul - Central Downtown
Dakota - Wescott/Eagan	Scott - Shakopee
Hennepin - Southdale	Washington - Park Grove
Minneapolis - Central Downtown

The responsibilities of the Client Library:

	1.	The Client Library shall train staff to understand and work within the MELSA Library-To-Library Reference Network as stated in the MELSA Manual Reference Section.
	2.	The Client Library shall train staff to conduct the reference interview, and to make use of the Client Library's own resources. The Client Library may call another system for advice on specific search strategy.
	3.	The Client Library shall be available as a further link between the resource library and the patron, if necessary, and to communicate the information to the patron.
	4.	The Client Library shall insure that questions are channeled through the Client Library's central reference source to more completely make use of the Client's Library's own resources.
	5.	The Client Library shall communicate information gathered during reference interviews and the subsequent search. A list of all major sources checked must be given to the resource library.
	6.	The Client Library shall use the following method for requesting information from a resource library:

			A.	Telephone: Ready reference questions may be requested by phone. Document delivery is occasionally the result of telephone requests. All phone requests resulting in document delivery must include name of the requesting library, librarian, patron's name, and patron's phone number. The Resource Library can then begin processing the request immediately. The Client Library should not formalize and confirm its telephone subject request by sending an additional interlibrary loan request via terminal. Each library should establish internal procedures for handling these deliveries. Questions that require more time to answer should be requested via terminal.
			B.	Terminal: Subject/reference requests sent over the terminal should include:

					1.	Specific description of material needed and information gathered in the reference interview.
						Examples: Wrong: Bird Cages. Right: How to build a metal bird cage for a wren. Wrong: Information Mark Rothko. Right: Biographical information on American painter Mark Rothko who committed suicide in early 70s. Also, discussions of his paintings.

		2.	Level of interest - adult or juvenile
		3.	List of sources already checked.
		4.	Requesting library, librarian, patron's name and patron telephone number.

C.

The responsibilities of the Resource Library:

					1.	The Resource Library shall establish internal procedures for dealing with Network questions, i.e.: through subject department approach, through a separate office to handle MELSA questions or any other method.
					2.	The Resource Library Shall inform the MELSA office of established procedures and of any subsequent changes, so that up-to-date procedures may be made known to all MELSA members.
					3.	The Resource Library shall provide adequate staff and resources within the limit of its budget provided to answer questions and to communicate the procedures to its own staff.
					4.	The Resource Library shall assist in training client libraries' staff to make better use of the Resource Library. It shall make the Client Libraries aware of the internal procedures used to handle MELSA reference questions and the resources available at that library.
					5.	The Resource Library shall communicate status of questions not answered immediately.
					6.	For phone requests - status must be communicated within the same day. Response must include the name of the staff member and the department handling the inquiry.
					7.	For terminal requests - status be communicated within five working days after receipt by the public service department. Response must include the name of the staff member and the department handling the inquiry.
					8.	The Resource Library shall handle questions for a Client Library on a co-equal status with questions from the Resource Library's patrons. It is recommended that a minimum of five minutes be spent on each question.
					9.	The Resource Library shall provide the Client Library with the name of the source of the answer for the questions answered successfully, and a summary of the search process for those questions unanswered. This aids the Client Library in collection development and staff training.
					10.	The Resource Library shall count one ILL request completed when the answer to a question results in the delivery of a document.

MELSA Manual

Effective: 7/92 Revised: 7/93