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Reference Policy

This document explains the policies and guidelines used by Library staff providing reference services. The American Library Association (ALA) Reference and User Service Association (RUSA) defines reference as “providing assistance by using expertise in response to an information need.”

Policies are informed by professional best practices including: 

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• �鱫����’s&�Բ�����; (2023) and
• �鱫����’s&�Բ�����; (2017). 

Definition

Reference is defined as “providing assistance by using expertise in response to an information need” (). Here at the Saint Mary’s College Library, reference services are provided during scheduled hours of service by trained library staff at the Reference Desk and online, and by contacting subject librarians directly.

Goal

Library reference staff aim to meet the College’s research and teaching mission through welcoming, consistent, personalized, professional, and empathetic support to Library users who are seeking information or research guidance. 

Modalities

Reference assistance is provided during scheduled hours of service at the Reference Desk (in person and via chat, text, email, or phone) and via emails, calls, and research consultation appointments (in person or on Zoom) with subject librarians. Reference Desk hours are listed on the library website.

Approach

Each reference interaction is a teaching and learning opportunity and an opportunity to build a relationship with a scholar. Reference staff should attempt to meet scholars where they are and provide appropriate levels of information for each scholar’s need and interest. Rather than doing a scholar’s research for them or just sending links, reference staff should, when possible, engage scholars in a conversation about their needs and collaborate with scholars on a research strategy and source evaluation. 

Reference staff should be knowledgeable about the ways libraries and higher education have historically excluded people of color, people with disabilities, and other marginalized populations and should work to counteract these patterns by providing inclusive, equitable, and accessible service.

Time and order of assistance

Scholars are typically helped in the order that they come to the Reference Desk. Patrons needing brief assistance, however, may be helped before those needing extensive assistance. Students and faculty requiring extensive help may be referred to the appropriate subject librarian. 

Instances in which scholars are overusing reference services (especially if they are not attempting to learn the skills themselves or conflicting with the staff’s ability to serve others) should be reported to the Head of Teaching and Research Services.

Who we will assist

Current Saint Mary’s students, faculty, faculty emeriti, administrators, staff, and members of the Saint Mary’s Brothers Communities comprise the primary clientele for the Library’s reference services. 

Alumni and visitors who are not affiliated with SMC may receive limited research assistance from reference staff as time allows and should be referred to a public library for further research assistance. Exceptions may be made for questions that are unique to Saint Mary’s collections (e.g. questions regarding the College and local history or the Lasallian or Catholic traditions of the College).

What staff may do

• Assistance in finding articles, books, data, and other resources, through the Library’s collections or other resources
• Assistance in developing research questions and strategies for reports, term papers, theses, and dissertations
• Advising in how to read or use particular types of sources
• Instruction in the use of the Library and its resources, including interlibrary loan
• Assistance in evaluating sources for credibility or relevance
• Assistance with accessing, managing, and citing sources
• Provide basic assistance with using the library’s technology when IT staff are not available on site
• Referrals to other SMC services, such as the Center for Writing across the Curriculum or College Archives, and resources outside the college

What staff will not do

• Complete students’ homework or research for them
• Provide medical or legal advice
• Appraise books
• Provide extensive genealogical research assistance (aside from use of unique College collections or for the completion of academic coursework or research)
• Provide extensive technology help
• Proctor exams
• Proofread or edit essays

Faculty research requests 

Reference staff may assist faculty to identify sources or assist with citation formatting. Extended research should be referred to the faculty’s subject librarian or Head of Teaching and Research Services. Librarians may decide whether to accept or decline an extensive faculty research request based on their ability and availability to collaborate. For significant contributions to major research projects, such as co-designing a systematic review, the librarian should be credited as a co-author.

Building safety

The reference staff on duty should assist Access Services staff with keeping an eye on the entrance and building, with attention to maintaining a safe and respectful environment. If they need to leave the desk, they should alert Access Services. While reference staff can work on other tasks while at the desk, they should remain attentive to what is going on in the building.

In case of emergency, the Library’s Emergency Preparedness Plan defines the person of responsibility and emergency situation policy.

Confidentiality

Although reference transactions take place in a public area, and although Reference staff must sometimes exchange information regarding particular questions, the transactions and all related records are regarded as confidential. 

Particular care should be taken concerning electronic communications with patrons (Ask a Librarian email, chat, and text). Patron names and IP addresses collected by the program will be deleted regularly. Ask a Librarian messages will be deleted every 3 months. (See “Library Confidentiality Policy” and “�ǿմ�ý’s Library Response to Court Orders, Subpoenas or Search Warrants” on the library website.)

Qualifications

Reference service is provided by librarians and other trained library staff.  Individual commitment of hours is established according to duties outlined in job descriptions and in consultation with the Head of Teaching and Research Services and appropriate supervisors. The reference desk is staffed by library staff who have a professional library degree (MLS or MLIS) or who are pursuing an MLIS and have successfully completed one course in reference service.

Staff holding non-librarian positions must have approval from their supervisor to provide reference service within their regularly scheduled job hours. They cannot be compelled to participate in reference service; this option is offered as a professional development opportunity. 

Assessment and professional development

Reference service should be regularly assessed and improved by compiling statistics in an annual report, reviewing feedback provided at the end of chats, and periodically collecting feedback from patrons who engage with reference via other modalities. The Reference Team should set and report on annual goals, provide training on best practices, and provide feedback through periodic peer observation.

Revisions 

This policy is subject to review every 5 years by the Reference Team and the Head of Teaching and Research Services. Policy revisions are recommended by the Reference Team and are then approved by the Library Dean’s Cabinet.

Approved by Librarians’ Council, 8/11/1988; revised 9/1993 and 12/1995 by Reference Librarians; revised 12/2001, 6/2005, 8/2008 by The Reference Team and approved by the Library Cabinet, 8/2008; revised by the Reference Team 2/2014; approved by the Dean of Academic Resources and the Senate Library Committee, 4/2014. Revised and approved by Library Cabinet 12/2018; revised by the reference team and approved by Library Cabinet 4/2025.