| 4. | Information services staff will provide answers to information requests or instruct users how to proceed with their own research. |
| Guidelines |
| 4.1 | For requests which can be easily answered, information services staff will locate the information. If the user prefers to search for the answer, staff will provide assistance. | |
| 4.2 | Library users are not required to learn how to use reference tools to answer simple questions. When users convey reluctance to proceed on their own, staff will provide the necessary assistance. | |
| 4.3 | For complex inquiries, staff will suggest search strategies and resources which the user may explore. The user will be encouraged to request additional assistance as needed. |
| 5. | Information services staff will facilitate the development of self-reliant users. |
| Guidelines |
| 5.1 | Information services staff serve as educators, teaching library users how to use the catalog, electronic resources, reference tools, indexes, and other library materials. |
| 6. | Information services staff will make appropriate referrals. |
| Guidelines |
| 6.1 | When a question cannot be answered locally, a referral to another library or organization will be made. Staff will use professional judgment in making referrals and avoid making blind referrals. |
| 6.1.1 | Southdale Library is the primary site for HCL referrals. Brookdale and Ridgedale also handle referrals, and staff should feel free to refer a question on to any appropriate HCL library. | ||
| 6.1.2 | Written subject requests (RR3) may be referred to Southdale Information Services (SdIS). | ||
| 6.1.3 | SdIS staff may refer written subject requests through one of the formal referral channels. These channels are Minneapolis Public Library, MINITEX, and the MELSA Library-to-Library Reference Network. See Appendix 10. | ||
| 6.1.4 | It may be appropriate for staff to refer a user directly to another metropolitan area library or organization. |
| 6.2 | Where courtesy telephones are available, staff may ask the user to call for the desired material or information. The necessary telephone number will be provided. Staff may make the call for the user if it is determined that this is the best method of obtaining the information. |