Reference ServiceLast Update: May 19, 2009
The UVU Library serves a diverse public with unique individual needs and levels of
ability to conduct research independently. At times of peak activity within the Library,
it is mandatory that rules for providing reference assistance be established. The
most recent standards document, Serving Our Public: Standards for Illinois Public Libraries, provides the model for this reference protocol.
The Library Director of UVU Library encourages staff of all levels to pursue continuing
education opportunities which will enable them to better meet the needs of the Library's
patrons. All staff members receive in-house training regarding appropriate responses
to patron questions, including reference questions. This training includes reference
interviewing techniques, basic technology skills, and bibliographic instruction. All
staff members are taught to treat each question asked with respect insofar as the
level of assistance required and the topic of the question. Names of users and the
transactions which occur between users and the staff are confidential and not discussed
outside a professional context.
Reference service and materials are available to all persons who reside within the
jurisdictional boundaries of the Library regardless of the age, race, sex, social
or economic status of the patron. Reference service and materials are available during
all hours the Library is open and is provided in response to all forms of inquiry
including but not limited to patrons in the Library, the telephone, and telefacsimile.
The reference questions of patrons visiting the Library are given the highest priority.
All requests for information receive an answer or status report within one working
In the instance of legal, medical, investment, or tax reference questions, the staff
may only guide the patron to the material available on the topic of interest. The
staff may not evaluate or interpret the information provided nor may the staff define
the meaning of terms, offer investment advice, select income tax forms, or serve as
a surrogate for a professional in any of the fields listed above. If all materials
within the Library are beyond the understanding of the patron, the patron will be
advised to consult with their professional from the above listed fields for additional
information or advice.
With some exceptions, reference materials may be checked out of the Library for a
period of three (3) days. Reference books with orange labels over the call numbers
are for in-house use only.