Public Services in Special Collections · 39
them the reading room. The person at the reference desks then assists the user. A librarian may or may not be
called in, depending who is at the desk and the nature of the question.”
“This depends on whether the patron contacts us in person or by mail or e-mail. Initial in-person contact is at
the reference desk which is manned by both professional and para-professional staff. These staff do ‘triage’
and refer patrons to professional staff as needed. We also receive queries via mail/e-mail which can lead to an
in-person interview, but the ‘triage’ part does not happen in person.”
“This varies depending on the special collections department. In some, the patron first encounters a student
employee and is then referred to a professional. In others, the patron encounters a professional immediately.
All patrons wishing to use archival or manuscript collections must consult a librarian or archivist.”
“Typically, greeted by support or student assistant staff who respond if they can if they can’t they pass patron
along as appropriate—apparently straight-forward questions go to support staff, clearly complex ones to
librarians.”
“Upon entering the department patrons are greeted by support staff or student assistants. After completing
registration cards patrons are assisted by the reference librarian or other staff, such as curators, as
appropriate.”
“We have two people on duty at all times, a reference librarian and a desk staffer, who are both physically
present in reference area at opposite desks. Patron most often goes to desk staff first (large desk with
REGISTRATION sign) and either registers (usually) or is introduced to reference staff (small desk with
REFERENCE sign) to determine if we have what they need. Some know a single item they want and so don’t
participate in ref interview. Depth of interview depends on needs of patron.”
“When patrons come in they are initially greeted by support staff in that Special Collections unit. They discuss
their reference needs with that staff member, who determines whether they can answer it or whether they
want to bring in the librarian/archivist for that unit to provide further assistance. We provide reasonable levels
of reference assistance, but for anyone needing actual research done (more than an hour or two of work) we
will try to arrange for them to hire an onsite research assistant (usually graduate students).”
“When patrons enter the special collections area, they encounter a receptionist who is either a library assistant
or a part-time employee. The receptionist notifies the librarian on duty that a patron has entered and the
librarian conducts a preliminary reference interview to determine that the patron actually needs to use special
collections. If it is determined that the patron does need to use the collections, the patron registers and
continues a more in-depth reference interview with the librarian in the reading room. The librarian provides an
orientation to the catalogs and finding aids and suggests other appropriate materials to support the patron’s
research.”
“When patrons enter, they are interviewed at the service desk by a clerical employee who determines the
amount of assistance necessary. If any patron indicates they need more help or special assistance, the
clerical staff member will contact the reference librarian, the head of public services, the appropriate curator
or relevant archivist. The staff also keeps track of patrons at the work stations and inquires if they need
assistance.”
“When patrons first enter the library, they are greeted by a public services graduate assistant who briefly
explains reading room rules and gives them a pass into the reading room. When they enter the reading room
them the reading room. The person at the reference desks then assists the user. A librarian may or may not be
called in, depending who is at the desk and the nature of the question.”
“This depends on whether the patron contacts us in person or by mail or e-mail. Initial in-person contact is at
the reference desk which is manned by both professional and para-professional staff. These staff do ‘triage’
and refer patrons to professional staff as needed. We also receive queries via mail/e-mail which can lead to an
in-person interview, but the ‘triage’ part does not happen in person.”
“This varies depending on the special collections department. In some, the patron first encounters a student
employee and is then referred to a professional. In others, the patron encounters a professional immediately.
All patrons wishing to use archival or manuscript collections must consult a librarian or archivist.”
“Typically, greeted by support or student assistant staff who respond if they can if they can’t they pass patron
along as appropriate—apparently straight-forward questions go to support staff, clearly complex ones to
librarians.”
“Upon entering the department patrons are greeted by support staff or student assistants. After completing
registration cards patrons are assisted by the reference librarian or other staff, such as curators, as
appropriate.”
“We have two people on duty at all times, a reference librarian and a desk staffer, who are both physically
present in reference area at opposite desks. Patron most often goes to desk staff first (large desk with
REGISTRATION sign) and either registers (usually) or is introduced to reference staff (small desk with
REFERENCE sign) to determine if we have what they need. Some know a single item they want and so don’t
participate in ref interview. Depth of interview depends on needs of patron.”
“When patrons come in they are initially greeted by support staff in that Special Collections unit. They discuss
their reference needs with that staff member, who determines whether they can answer it or whether they
want to bring in the librarian/archivist for that unit to provide further assistance. We provide reasonable levels
of reference assistance, but for anyone needing actual research done (more than an hour or two of work) we
will try to arrange for them to hire an onsite research assistant (usually graduate students).”
“When patrons enter the special collections area, they encounter a receptionist who is either a library assistant
or a part-time employee. The receptionist notifies the librarian on duty that a patron has entered and the
librarian conducts a preliminary reference interview to determine that the patron actually needs to use special
collections. If it is determined that the patron does need to use the collections, the patron registers and
continues a more in-depth reference interview with the librarian in the reading room. The librarian provides an
orientation to the catalogs and finding aids and suggests other appropriate materials to support the patron’s
research.”
“When patrons enter, they are interviewed at the service desk by a clerical employee who determines the
amount of assistance necessary. If any patron indicates they need more help or special assistance, the
clerical staff member will contact the reference librarian, the head of public services, the appropriate curator
or relevant archivist. The staff also keeps track of patrons at the work stations and inquires if they need
assistance.”
“When patrons first enter the library, they are greeted by a public services graduate assistant who briefly
explains reading room rules and gives them a pass into the reading room. When they enter the reading room
