Reference Service Policy

REFERENCE SERVICE POLICY

Reddick Public Library District

The Reddick Public Library District serves a diverse public with unique individual needs and levels of ability to conduct research independently. The Library encourages all patrons to seek the assistance of staff to meet their information needs.

Reference services refers to the provision of answers, information, instruction, and direction to

patrons of all ages. Reddick Public Library District strives to provide quality reference services for all patrons.

Privacy and Confidentiality

Names of patrons and the transactions which occur between patrons and staff are confidential and not discussed outside a professional context.

Scope of Service

Library staff help patrons with reference questions on a variety of topics. Library staff also provide instruction in the effective use of Library resources, whether through help at a service desk or through a program.

Library staff also provide readers’, listeners’, and viewers’ advisory services in support of patrons’ informational and recreational needs.

Reference and reader’s advisory services comply with copyright and other applicable restrictions in the use of library materials.   

Certain types of assistance are beyond the scope of the Library’s service capacity. This includes but is not limited to the following:

• Staff do not provide legal, medical, investment, or tax assistance.
• When offering help with patrons’ personal technology, staff will offer basic help on patron devices and software applications but are not responsible for any changes made to the patrons’ devices or documents.
• Staff do not provide editorial services.
• Staff do not complete forms, type documents, or enter personal information on behalf of a patron.
• Other denied assistance based on staffing abilities will be determined at the discretion of the Director or their designee.

When Library staff make the determination that a request is beyond the scope of the Library, the staff member may try to direct the patron to appropriate resources or other organizations that may be able to help.

Staff will make every attempt to answer a patron’s question during the patron’s visit or call. Otherwise, questions will be attempted to be answered within the next business day. When a library patron cannot come to the library due to a disability or unusual circumstances, staff will mail or email materials, excluding tax forms. 

Approved by RPLD Board 2/14/05; Revised by Board 10/12/09, 3/9/2026