Reference & Reader’s Advisory Service Policy

1. Purpose

This policy explains how Fort Erie Public Library staff provide reference and reader’s advisory service. It sets clear expectations for how we help people find information, choose materials, and use Library and other information resources in a fair, consistent, and respectful way.

2. Scope

This policy applies to all Fort Erie Public Library staff and volunteers who provide reference or reader’s advisory service. It also applies to these services when they are offered in person, by phone, by email, and by other communication methods supported by the Library.

3. Definitions

• Reference service: Help from Library staff to find information and learn how to use information sources.
• Reader’s advisory: Help from Library staff to choose books or other materials based on a person’s interests and reading preferences.
• Reference interview: A short conversation where staff ask questions to better understand what information a patron needs.

4. Policy Statement

Fort Erie Public Library is committed to helping people access information and materials while protecting privacy, treating everyone fairly, and following the law. Staff will use professional judgment to provide helpful service within reasonable limits.

1. How service is provided

• Staff respond to requests for information and reading suggestions in person, by phone, by mail, and by email.
• Requests are handled in the order received. In-person questions will be helped first because staff can work with the patron directly.
• Staff use the Library’s collections first and, when needed, suggest reliable sources beyond the Library.

2. Service standards and limits

• Confidentiality: Reference questions and staff responses are confidential, within the limits of the law.
• Professional judgment: Staff use professional judgment to understand the request and provide information, help, or instruction that fits the situation.
• Sensitive topics: When helping with topics like law, medicine, human biology, consumer information, or personal finance/taxes, staff provide information and sources but do not give personal opinions, interpretations, diagnoses, or recommendations.
• Equity and inclusion: Staff provide service without discrimination based on the prohibited grounds in the Ontario Human Rights Code.
• Reasonable limits: To serve everyone fairly, staff may limit the amount of time spent on one request and the depth of service. Simple questions can often be answered fully. For complex questions, staff may guide the patron to sources and search strategies, but the patron is expected to do the in-depth research.
• Reference interview and remote requests: Staff may ask questions to clarify what a patron needs. Because phone, email, fax, and mail do not allow easy follow-up, staff may provide only brief definitions or descriptions through these methods and may quote sources word-for-word without added interpretation.
• Equal access to resources: To ensure equal access, staff may set reasonable limits on the use of Library spaces and equipment (for example: local history room, microfilm reader, public computers, and Internet time limits such as one hour per patron).
• Reference materials: Reference materials are normally not loaned. In special cases, authorized staff may approve a short loan to a cardholder in good standing. The loan period will be as short as possible, and staff may require identification and/or a deposit.
• Copyright and restrictions: Reference and reader’s advisory service follows copyright and other legal restrictions on the use of Library materials.
• Intellectual freedom: Service will be provided in a way that supports intellectual freedom, consistent with the Ontario Library Association’s Statement on the Intellectual Rights of the Individual and the Canadian Library Association’s statement on intellectual freedom.

5. Responsibilities

• Board of Trustees: Approves this policy and reviews it as part of the Library’s policy cycle.
• CEO: Ensures this policy is implemented, that staff have training and tools to provide service, and that limits and procedures are applied fairly.
• Branch Services Coordinator: Support staff in day-to-day service, help resolve complex requests, and ensure service standards and limits are followed.
• Employees/Volunteers: Provide reference and reader’s advisory service respectfully, protect patron privacy, and follow this policy and related procedures.

6. Compliance & Consequences

Staff are expected to follow this policy. Concerns or incidents related to reference or reader’s advisory service will be reviewed and addressed promptly. If needed, corrective action will be taken in line with the Library’s workplace policies and procedures up to and including termination of employment.

7. Communication

This policy will be distributed to all applicable parties via Rise. An updated copy of the Policy Manual will be located in Sharepoint and at the circulation desk. Updates will be communicated in a timely manner.

8. Related Documents

• Copyright Act
• Ontario Human Rights Code
• Canadian Federation of Library Association’s Statement on Intellectual Freedom
• Ontario Library Association’s Statement on Intellectual Freedom and the Intellectual Rights of the Individual
• 2.1.2 Accessibility
• 2.1.9 Treatment of Consumers
• 3.1.2 Statement of Service Goals
• 7.1.2 Privacy Policy
• 7.1.3 Accessible Customer Service Policy
• 7.3.2 Customer Service
• 7.3.4 Borrowing Policy

9. Anticipated Review Date

This policy will be reviewed every five years to ensure relevance, effectiveness, and alignment with legal and organizational changes. The next scheduled review is May 2031.