INFORMATION SERVICES

1.	Access to a diverse collection of information resources is the foundation of all information services.

Guidelines

	1.1	The development of the HCL collection is guided by the HCL Materials Selection Policy, the activities of the Public Service Collection Groups, and the ongoing work of Collection Management Services.
	1.2	Access to library materials is dependent on a user-friendly catalog, library facilities which meet the Americans with Disabilities Act (ADA) guidelines, responsive circulation policies, and library hours which meet the needs of library users.
	1.3	Remote electronic access to library materials is provided to library users whenever possible within technical, budgetary, and licensing constraints.

2.	The Hennepin County Library provides reference service and readers' advisory assistance to all library users. These information services are delivered by a variety of methods.

Guidelines

2.1

In the delivery of in-person reference service, information services staff answer library users' questions, provide instruction on the use of library materials in all formats, and facilitate the development of self-reliant users. In-person reference service is described more fully in subsequent sections.

2.2

Telephone reference service provides ready reference information which does not require extensive research and can be accurately imparted over the telephone.

		2.2.1	During the reference transaction, information services staff will determine the approximate length of time needed to answer a library user's question. If a question can be answered in 3-5 minutes, the user will be put on hold while staff locates the information. If additional time is required, the user will be called back. Staff will request permission to leave information with any person answering the telephone or on an answering machine. Staff will advise callers when they may expect a return to their calls. Staff will not make long distance calls to library users. Users calling long distance will be asked to call back if their initial telephone inquiry cannot be answered within the initial 3-5 minute time limit.
		2.2.2	A reasonable period of time, approximately 45 minutes, may be spent searching for an answer. If an answer cannot be found within that time, the user will be called with suggestions on how to best proceed. It may be appropriate to encourage the user to come into the library to pursue the question in person. A referral to another HCL library or appropriate organization may be the best way to respond the information request.
		2.2.3	Lengthy searches in a community library setting may be more appropriately referred to one of the area libraries where more in-depth collections are available.
		2.2.4	When it is necessary to check periodical indexes, staff will check the most appropriate indexes to determine subject headings for locating information on the subject. The subject headings and an approximate number of citations will be given to the user.
		2.2.5	When working with telephone library users, staff will be especially careful to cite the source in which the information was located. See section 11.

2.3

In the provision of readers' advisory assistance, information services staff guide library users to materials which meet their reading, listening, or viewing interests.

		2.3.1	A readers' advisory interview is conversational. It is a discussion between a staff person and a library user about materials which are of interest to the user.
		2.3.2	Staff will provide assistance in the use of various readers' advisory tools. (e.g. HCL catalog, Current and Choice lists, If You Like...Handifile)
		2.3.3	Staff will help library users create and retrieve a Saved Bibliography list.

BACK TO TABLE OF CONTENTS