SERVICE LIMITATIONS

22.

To ensure equitable and efficient service to all library users, Hennepin County Library may institute information service limits. Limits may include the number of requests taken at one time and the time staff spend completing a question. Time limits may be imposed for the use of library resources which are in high demand.

Guidelines

	22.1	Up to five fact inquiries or title requests will be taken from a user at one time.
	22.2	Information service will be provided within established time limits.

		22.2.1	An initial period of approximately five minutes will be spent helping library users with their information requests.
		22.2.2	An additional 45 minutes may be spent searching for an answer. Lengthy searches may be a clue that a more careful reference interview is required or that the question goes beyond the scope of the local collection thereby necessitating a referral to another library.

	22.3	Time limits may be established for heavily used reference items. Some suggested limits are: Print reference titles: 30 minutes CD-ROM indexes: 10-15 minutes; Multimedia CD-ROMs: 30 minutes. Internet: 30 minutes.
	22.4	For telephone library users trying to locate an article or advertisement in a newspaper or magazine for which there is no index, staff will look through five issues. If the article is not located, the user will be encouraged to come into the library to continue looking.
	22.5	In-person library users with lists of materials will be given instruction in using the catalog to determine if HCL has the material. Users may also be shown the gateway menu to check other library systems' catalogs. For telephone or in-person users, who prefer assistance, staff will check up to five titles at a time. If titles are not owned by HCL one or two other library catalogs will be checked or ILL services will be offered.
	22.6	While consistent library service is desired, limits may vary within the system depending on local conditions.

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