INTRODUCTION
This document gives guidelines and departmental policies for providing reference services in order to promote a high-quality uniform standard of service. It is intended for both Library staff and patrons.
DEFINITIONS OF REFERENCE
Reference Work includes reference transactions and other activities that involve the creation, management, and assessment of information or research resources, tools, and services.
Reference Transactions are information consultations in which library staff recommend, interpret, evaluate, and/or use information resources to help others to meet information needs. Reference transactions do not include formal instruction or exchanges that provide assistance with locations, schedules, equipment, supplies, or policy statements.1 (RUSA Definition of Reference https://www.ala.org/rusa/guidelines/definitionsreference )
MISSION AND PURPOSE
This department's purpose is to:
WHOM WE SERVE:
Reference services are for the following groups:
POINTS OF REFERENCE SERVICE
Phone - Assistance is available at 817-531-4802 during all hours of library operation. Voice mail is available for after-hours calls. Voice mail calls will be returned the following business day.
E-mail - Email assistance is available at reference@txwes.edu. Library staff will reply to the patron by the end of the next business day. Emails received during weekend hours may take longer.
Chat – Chat reference service is available 24/7.
Other points—in the library building, other locations on campus
SERVICES AND SERVICE PHILOSOPHY
The service philosophy of Reference Department relies on principles and guidelines of library organizations plus university policies in the following areas:
The American Library Association’s (ALA) documents on intellectual freedom, diversity & inclusion, and ethics. This includes, but is not limited to, |
Behavioral Attributes of Reference Librarians
The Reference Department adheres to the behavioral attributes of reference librarians, as identified in RUSA’s Guidelines for Behavioral Performance of Reference and Information Service Providers |
Professional Competencies for the Reference Department
Reference staff follow the ALA’s Professional Competencies for the Reference & User Services Librarians and the Library Code of Ethics. |
The Reference Department staff adhere to all privacy policies of the University in the following documents. In addition to the above University policies, the library staff adhere to the Code of Ethics of the American Library Association regarding privacy. All reference sessions are kept confidential. Reference transactions are maintained for use by library staff for reporting purposes and improving service. |
Distance Learning
West Library supports the Distance Education policy of the University, located in the All-Faculty Blackboard Organization, by offering virtual reference services. Contact CETL (817-531-6563) or cetl@txwes.edu to read this document. |
Additional tenets of the Reference Department’s service philosophy include:
Virtual Reference Services
(see Cooperative Reference Services Policies document) |
Access to Resources
The reference department facilitates access to digital and print library collections and content to support the instructional needs of the University. Users with a current RamID and password may log-on to use the Library Catalog, electronic databases, the Internet, or Office365 programs on the library computers. A public computer near the reference desk with access only to the Library Catalog and electronic databases is available to anyone. Referral and cooperative reference: As members of the TexShare and Amigos consortia, Texas Wesleyan community members may be referred to other libraries and/or services for resources. |
Reference Services do not include
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