What is reference service?
Reference service is the personal assistance provided to users in pursuit of information. This service can range from general directional questions to specific in-depth queries. The Reference staff can help users identify answers to specific questions or interpret information in specific library resources. Reference staff can provide assistance with using library reference books and databases, advice on conducting library research, and help with locating books and articles for a research paper.
Reference service can be viewed from various perspectives. Some examples include: • Any type of assistance given to any patron to help them use the library and its resources to the fullest. • Any specific answers or information provided in response to patron questions. • Any question that is not related to circulation, reserves, interlibrary loan, document delivery, collection processing and maintenance, and the handling of donations and gifts. • Any type of instruction, training, or guidance given to patrons to help them understand where and how to use the Library and find information as needed. • Any transaction or contact that “provides the right information to the right patron at the right time”. • It’s the Library World’s equivalent of customer or concierge services. For example, if a Library was equated to a business, circulation and ILL/document delivery would be similar to an orders unit while reference would be the Customer Services department. In a hotel or resort facility, g
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