Guiding Principles of Reference Service
1. The reference librarians treat every patron seriously, and every patron's question with respect.
2. The primary function of the reference librarians is to teach library patrons how to do research. This includes recommending appropriate indexes and other reference sources which may help the patron find information on his or her topic. It also includes teaching the patron how to use these resources. Such customary reference tasks as looking up specific facts, definitions, or other discrete data accessible through conventional reference materials or online are a normal part of reference work. Interpreting or analyzing this data is ordinarily the patron's responsibility. Librarians do not interpret legal or medical information and do not give legal or medical advice.
3. The reference librarians try to help library patrons develop effective approaches to research, including focusing on subjects of investigation, determining likely sources of information, and identifying the most efficient means of retrieval of these sources.
4. The reference librarians try to insure that the patron sees the whole process involved in locating information, whether using the catalog, a reference book, or another tool.
5. The reference librarians operate collegially: They consult one another for assistance and ideas concerning questions or problems in reference service.
6. The reference librarians employ a broad spectrum of routes to meet patron information and research requests. One size does not fit all. The reference librarians keep in mind not only conventional resources (hard-copy books, periodicals, indexes, abstracts, etc.) and electronic options, but human resources, including other departments on the UM-Flint campus, in the University of Michigan system as a whole, in local or state government, and elsewhere.
7. Reference librarians are available for consultation by appointment on topics in their liaison areas, and, if circumstances warrant, in other areas. A list of librarians and their subject specialties is available.
8. The reference librarians' chief responsibility is to help advance the mission of the University of Michigan-Flint: the education of UM-Flint students. Nevertheless, the reference librarians attempt to provide assistance to all who request it, regardless of a given patron's institutional affiliation, or lack of same. In certain circumstances, it may be necessary to give priority attention to members of the UM-Flint community before helping others - even if those others were "first in line."
9. In-person inquiries generally take precedence over telephone and e-mail inquiries. When occupied with patrons who present themselves in person, the librarians may take a caller's number and return his or her call when the in-person traffic has declined. This will hold especially regarding requests for complex assistance by telephone.
10. The reference librarians seek to involve patrons in the information-finding process as much as possible. One cannot learn without doing. One certainly cannot learn without observing. Whenever possible and practical, the librarian gives a patron instruction on the use of a given resource, while the patron does the searching. The librarian observes the patron once through the process, to make sure it is understood.
11. The reference librarians routinely solicit feedback from library users - did they find what they needed? Did the procedure work? - and ask them to request further assistance if they need it. Circumstances allowing, for example, the reference librarian will go to the stacks with a patron who was unable to locate a book or periodical in spite of his or her best efforts.
12. If a patron's concerns cannot be addressed adequately at a given time, the patron may leave his name and contact information (phone number, and, preferably, a functional e-mail address) with the reference librarian on duty, who will briefly note the question and pursue it later.
13. The reference librarians try to maintain consistent staffing at the reference desk during the day and most of the evening. It may sometimes be necessary to leave the desk vacant for a certain period, owing to meetings, absences, or other unusual situations.
