Reference & Reader’s Advisory Service Policy

1. Purpose

1.01 The Fort Erie Public Library will provide reference and reader’s advisory service to help people find information, select Library materials and use Library and other information resources. Staff responds to varied information needs using the Library collections to the fullest extent possible and identifying sources beyond the Library whenever necessary. Staff uses professional judgment to assess needs and provides information, assistance or instruction appropriate to individual requests.

2. Policy

2.01 Staff replies to all requests for information and will accept questions in person, over the phone, by fax, through the mail and via email.

2.02 Although all requests for assistance will be provided on a first-come, first-served basis, priority will be given to in-person inquiries over other kinds of inquiries.

2.03 Reference transactions are confidential.

2.04 In providing information, especially in the subject areas of law, medicine and human biology, consumer information, personal finance/tax information, staff will use professional judgment while avoiding personal interpretation and recommendations.

2.05 Staff does not discriminate on the basis of any of the prohibited grounds under the Ontario Human Rights Code in the provision of reference and reader’s advisory service.

2.06 Staff may set reasonable limits on the amount of time and level of response given to patron requests for information. Simple requests for information can usually be answered fully. More complex questions may require that patrons participate in finding needed information, with staff providing guidance and assistance. Patrons doing in-depth research or needing extensive individual reading guidance should expect to receive professional assistance, direction and Library instruction, but will be expected to conduct the actual research themselves.

2.07 The reference interview is a vital part of reference or reader’s advisory transactions. Because telephone, fax, email and mail do not allow face-to-face interaction and follow- up, misinterpretation is always a possibility. Therefore, only brief definitions or descriptions can be read over the telephone or sent via mail, email or fax. Sources are always quoted verbatim without interpretation.

2.08 In order to ensure equal access, staff may impose reasonable limits on the use of resources and facilities such as the local history room, microfilm reader, the Internet (one hour per patron) and other computer workstations.

2.09 Reference materials are normally never circulated. However under special circumstances they may be but will remain subject to the approval of designated authorized staff. Patrons who check out reference books must be cardholders in good standing. Reference materials are loaned for the shortest time possible and the patron library card and possibly other identification and/or deposit may be held during the loan period.

2.10 Reference and reader’s advisory service complies with copyright and other applicable restrictions in the use of Library materials.

2.11 Reference and reader’s advisory service is provided in a manner consistent with the Ontario Library Association’s statement of Intellectual Rights of the individual and the Canadian Library Association’s statement on Intellectual Freedom.

References & Related Statements of Policy

Ontario Human Rights Code

Ontario Library Association’s Statement of Intellectual Rights of the Individual

Canadian Library Association’s Statement on Intellectual Freedom