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INTRODUCTION

The Bridgewater Public Library is a commonly held public resource, shared and supported by the Town of Bridgewater and the Commonwealth of Massachusetts. Its purpose is to insure that members of the Bridgewater community have the right and means to free and open access to information and ideas. The Library protects intellectual freedom, promotes literacy and encourages life-long learning.

As a Regional Reference Center in the Southeastern Massachusetts Library System, the Library has a responsibility to purchase reference sources that may be beyond the means of the smaller libraries within the region and to serve as a referral and resource agency for these libraries.

It is the goal of the Library that patrons be provided with accurate and timely reference assistance --- that all information requests shall be answered promptly, accurately, efficiently and courteously. Information may range from simple ready reference or practical answers of a factual nature to more complex answers requiring research. Local history, genealogy and community information are included in this role. Reference service focuses on the use of a non-circulating reference collection, containing such standard reference tools as dictionaries, encyclopedias, almanacs, directories, bibliographies, indexes, and handbooks. Additional non-print tools such as CD ROM, on-line databases, microforms, and the Internet may also be utilized.

All requests from patrons should be answered, whether by providing information, instructing patrons in the use of Library materials, or referral to another agency. If a librarian is unable to satisfy the request, referral to other resources is expected; for example, to another staff member, agency, organization (local, state, national), specialized library, or to any other source likely to answer the request for information.

PURPOSE OF GUIDELINES

The purpose of these guidelines is to assure the consistent delivery of quality information and referral services to all Library users, whether Bridgewater citizens, patrons of the regional system, or visitors from afar. All staff are expected to use their best judgement in situations not addressed in these guidelines.

EFFECTIVENESS

Effectiveness in Library reference service is dependent on the expertise of Library staff in accurately interpreting questions and in using the reference collection, on-line resources and the active use of regional reference and interlibrary loan services.

CLIENTELE SERVED

Access to the Bridgewater Public Library reference collections and information services is available on an equal basis to people of all ages regardless of place of residence. Service is provided on-site, by telephone, e-mail, telefax, or by mail. Services are nondiscriminatory on the basis of sex, age, race, sexual preference or disability.

LIBRARY STAFF

Reference questions should be handled by professionally-trained staff. At least one librarian is always on duty to carry out reference responsibilities. Other staff members should be encouraged to provide directional assistance to patrons who need to locate sections or identified items, but should direct any informational requests to the reference librarian on duty.

REFERENCE COLLECTION POLICY

Selection of new reference materials is the responsibility of the head of the Reference Department, with input from other members of the department and from libraries in the region.

Reference material is designed to be consulted for items of information rather than read cover-to cover. Collection development will follow the identified needs of the Town of Bridgewater and the SEMLS region. The department maintains standing orders for frequently used reference books which have regular editions such as almanacs, directories, government manuals, indexes and yearbooks. Prior years of these regularly updated materials are either placed in the circulating collection or advertised within the region.

Patrons' requests for particular materials are welcome; however, the Library reserves the right to purchase or reject such requests based on reviews, budget constraints and professional assessment of the item's usefulness to the community as a whole.

MANNER IN WHICH PATRONS ARE SERVED

Privacy:  All reference transactions between a Library patron, whether adult or child, will be considered confidential and will be discussed only in a professional context.

Public Service Attitude: Qualities of good public service include approachability, sensitivity and courtesy.

Telephone Etiquette: The words, inflection and tone in answering the telephone should show a willingness to help the caller. Telephone callers may be politely asked to wait until patrons who are physically present are assisted. The caller should not be put on hold for lengthy periods of time; call-backs are an alternative. Long distance calls are logged.

Instructing Versus Answering Requests: People come to the Library for information. It is the librarian's responsibility to give patrons the choice of either having the information found for them by Library staff, or learning how to find it for themselves. No one should be required to learn how to use bibliographies and reference tools, especially to find answers to simple, ready reference questions. However, librarians will not carry out lengthy, extended research for patrons.

Directing versus Accompanying Patrons to the Shelf: Whenever possible and/or practical, staff should go with patrons to locate materials. When this is not possible, staff should encourage patrons to return to the reference desk for additional assistance if they are unable to find the required materials. In the event that the librarian is not able to immediately accompany the patron to the shelf, she/he should follow up as soon as possible in order to assure that the patron has located the required information or materials.

REFERENCE PRACTICES

Interview: Sound reference interview techniques should be practiced in negotiating all patrons' requests, whether the transaction is between Library staff and the public, or between Library staff and regional interlibrary loan or reference staff.

Ready Reference: This service provides for brief factual answers and requires a search of not more than five minutes.

Referral: The Bridgewater Public Library will make every effort to locate and deliver needed information to the patron. Keeping local information files accurate and current is essential. If there is any question about the accuracy of information, local referrals should be verified prior to giving the information to the patron.

Citing Sources: The source should always be cited when providing information in response to a request received. If there is concern about the currency of the information, the date of the source should also be supplied.

STATISTICS

Reference statistics are kept in spiral notebooks at various locations. Statistics are totaled monthly. Occasionally, more sophisticated reference surveys will be carried out. Statistics are also kept on the number of people using word processing, the Internet, and the Library's collection of CD ROM databases.

TYPES OF SOURCES AVAILABLE

The Bridgewater Public Library has a variety of print and non-print sources to respond to patron requests, including several on-line databases, and the Internet. Additional sources and services are available through the Regional Library System, through specialty libraries such as law, medical and business libraries, and at the headquarters Library in Boston.

INTERLIBRARY LOAN

Staff should look up needed information in the SAILS database to determine whether the item is owned and, if the status is "available", whether it is on the shelf.

Reserve procedures should then be followed. If items are not in the SAILS database, staff should follow established interlibrary loan procedures. The Reference Department keeps the original paperwork and logs status reports received from ILL.

PATRON REQUESTS FOR SPECIALIZED INFORMATION

Contests: Contest or puzzle questions that do not take lengthy research are answered. Patrons coming to the Library will be shown likely sources for further information.

Directories/Street List:  Information will be given over the telephone as printed, with source cited. Nearbys will not be given. Such information will be limited to the ready reference time limit. Criss-cross information is not offered.

Consumer Information: For telephone inquiries, information read will be brief and should include the date of the information and the specific product or model described or tested. The patron should be encouraged to come to the Library to examine full reports for information on all the products being rated. Recommendations and/or value judgements should not be made for any item.

Community Information: The Bridgewater Public Library is a major resource for the dissemination of community information. The Library maintains a Bridgewater Government Web Page.

Library Information: The Library maintains its own Web Page, which includes information about staff, trustees, hours, etc., includes the text of the current month's Friends of the Library newsletter and links to Bridgewater Municipal Town Government, Bridgewater State College, Bridgewater-Raynham Regional High School, Massachusetts Library and Information Network, SAILS, and the Commonwealth of Massachusetts.

Genealogical Information:  Ready reference questions will be handled by telephone, e-mail, via the United States postal service, or in person. Patrons should come to the Library or use interlibrary loan to obtain additional information. Staff members will provide general assistance with the resources of the Library's local history and genealogy collection; however, they should not engage in genealogical research. Referrals can be made to the local historical societies and/or to special genealogy Library collections. Patrons may not use the Historical Room unless a staff member or qualified volunteer is present. Otherwise, materials will be carried to the patrons who must sign to use these materials in the Library. Items from the Historical Room may not leave the Library. However, photocopying is allowed.

Legal Information: Legal questions will be treated like any other reference questions provided that the patron does not require legal advice or interpretation. Patrons should be informed of resources such as Massachusetts General Laws Annotated and the United States  Code Annotated. Further referral may be made to the trial court libraries in Taunton and Brockton or any other law library convenient for the patron. Librarians with special training in legal research are employed by these libraries. They also maintain reference and circulating collections which are available to the public and maintain a web page with many valuable links.

Medical Information:  For telephone inquiries, correct spellings and brief dictionary or descriptions from published sources are provided. These sources will be quoted verbatim with sources and date cited. Staff does not provide medical advice, interpretation, evaluation, or assistance in self-diagnosis. Drug information will not be provided on the telephone based on physical description. Patrons should be encouraged to contact their physicians, pharmacists, or other health care professionals. Patrons will be introduced to online health databases, when appropriate. The Library reference staff may also contact a medical library for additional consumer health information.

Tax Information:  The Bridgewater Public Library participates annually in the tax form distribution program. Specific tax questions will be treated as any other reference question. Further referral may be made to appropriate state and federal tax offices. Forms and publications are also available on the Internet and CD ROM. Tax advice or interpretation is not given.

Periodicals: The Library subscribes to approximately 170 periodical titles. These are general interest periodicals on a wide range of subjects and are chosen to reflect a balance of viewpoints. Access to a more extensive selection of periodical titles via IAC Searchbank, SIRS Researcher, Newsbank, Boston Globe archives on-line, and through the Boston Public Library and other library consortiums is also provided.

APPROPRIATE PUBLIC BEHAVIOR

Food:  To protect the resources of the Bridgewater Public Library from accident or abuse, there can be no food, drink or smoking materials allowed in the reference or other public service areas.

Quiet: To assure that the reference and other reading areas of the Library are places where study and research can take place, staff must require patrons to exercise restraint in talking and other noise-generating activities. Radios and tape players are acceptable with headphones, if the sound cannot be heard by other patrons. Laptop computers are acceptable, if they are quiet; electrical outlets may be used to run computers provided electrical cords are kept out of the way of other patrons.

Telephone Use:  Patrons are not allowed to use the Library telephones. They should be referred to a public telephone. Cell phone use is acceptable, providing it is not disruptive.

Microform reader printers: Reader printers are available on a first-come, first-served basis. Patrons are responsible for paying the posted amount for the copies they make. Bad copies are not charged for unless the patron persists in using the machine incorrectly without consulting the staff.

CD ROM Indexes: CD ROM workstations are available for public use. Reference CD's are kept at the Reference Desk and in the Children's Room and should be set up for the patron. The librarian should make every effort to instruct the patron in the proper use of the computer and reserve the right to deny use to those who do not follow the instructions. The Library charges for printouts.

Internet: The Internet is available on five workstations; patrons may sign up to use it for one hour blocks of time, twice per week, but not back-to-back. Patrons must read and sign a user agreement, and must take the on-line tutorial before using it for the first time. Patrons under age 18 must have the agreement signed by a parent or guardian. The Library charges for printouts.

Word processing: Two workstations are available for word processing. Patrons may sign up for one hour blocks of time. They may not bring in their own floppies, but may purchase new floppies from the Library which can be stored at the reference desk. Once a disk leaves the Library, it may not return. The Library charges for printouts.

Copy machines:  Patrons should be informed that the copier will make change. Refunds are not made for bad copies unless the machine is malfunctioning. Patrons should be referred to the Service Desk for refunds in these cases. Patrons may not use their own paper or feed copies back into the machine to make two-sided prints.

Telefax: Library machines are for use by staff only, to send periodical requests to Boston or for other official Library business.