INF-1 Priorities for reference service
Reference services are an essential part of public library services. It is important that each individual who asks for assistance in finding information be treated with respect, that each question be taken seriously, and that these transactions be handled confidentially.

Establishing priorities for reference service helps to determine:

• What constitutes a reference question
• The order in which simultaneous questions received in person, by telephone, by e-mail and by letter should be addressed
• Which staff members may assist with reference questions
• Which sources might be the most effective in answering questions
• When to refer a question to another staff member or another institution
• Time limits in which questions should be answered based on the means of receiving the questions.

The Library’s goals and objectives flow from the service responses of the library as a forum for the research and discussion of differing points of view; the library as a place where customers can investigate topics of current interest; the library as a place where customers can interpret the validity and accuracy of the information they find; and the library as a place where customers can pursue self-directed personal growth and development opportunities.

Establishing priorities for reference service will assist the staff in focusing on the development of a reference collection that encompasses various formats and subjects, that recognizes the various needs and learning styles of the library’s customers and that encompasses the above goals and objectives.

INF-2 Interlibrary loan
Given the high priority to ‘Current Interest’ and ‘Lifelong Learning’ service responses in the Library’s Strategic Plan, patron requests for items not in the collection will normally be reviewed for purchase. When such items do not meet the Library’s selection criteria or are not in print, the Library will attempt to borrow the items from another library through interlibrary loan.

A patron must fill out a request card for the item with a staff member. The patron will need to have as much information as possible about the item and a staff member will work to verify that information in a centralized database that will also list which libraries have that item in their collection.

The Library is generally unable to borrow:

• Items published in the current year.
• Audiovisual materials.
• Copies of bound periodicals (though photocopies can be requested.)

The Library will always attempt to borrow from libraries that do not charge; however some libraries, particularly academic libraries, charge a fee. These will be passed on to the patron. If a fee is required, the patron must pay this at the time of the request.

The Library will not process interlibrary loans for patrons with fines on their cards until the fines are paid. Patrons are allowed to request five interlibrary loan items per month. When an interlibrary loan item is processed at the Library, the patron will be notified by telephone that it is ready to be picked up. The loan periods for interlibrary loan items are set by the loaning library and may vary greatly depending on the loaning library. Interlibrary loans are not renewable.

Patrons who do not pick up their interlibrary loans will receive a warning letter the first time and will be assessed a $9.00 fine each time thereafter. If a patron loses or damages an interlibrary loan item, they will be assessed the value of the item as set by the loaning library.