Public Services in Special Collections · 41
request assistance of anyone with whom they have previously worked.”
“On-site users begin the process at the reference desk, at this point the staffer (librarian/archivist/ division
director/ support staff) will ascertain the collections required by the patron, this may involve searching to
find appropriate material. The registration process is started, this requires current photo ID. The patron is
also required to read the rules for use of special collections. Staff at the reference desk also complete the
call slips required to page the collection including the location on the vault. The patron is then directed to
the security desk which has oversight for the use and handling of records in the reading room. At this service
point the patron is advised of the use of secure lockers to store their personal items, given instructions on the
procedures for handling special collections, including handling items such as photographs and reproduction
procedures and costs. Phone inquiries to the division are directed to the reference desk e-mail inquiries are
handled through a centralized address box and dispersed to the appropriate curator or research assistant.”
“Patron talks with the person stationed at the reference desk and discusses her/his reference needs.
Reference person suggests the best method on how to answer their question and also which collections to
use.”
“Patrons typically walk directly to the reference desk, which may be occupied by professional or classified staff.
Specialized reference inquires are referred to professional staff with subject expertise—when available they’ll
come out to greet the patron, or available by appointment.”
“Researchers first encounter the staff member at the reference desk. Some know exactly what they want
others don’t. The nature of the reference interview and who’s involved varies as needed.”
“The reading room desk is staffed during open hours and the individual staff member on duty (2–3 hour
shifts) handles all reference questions. Other staff members may be called to assist if necessary.”
“The reference/registration desk is usually staffed by a professional or para-professional who can provide
a full range of reference assistance. Occasionally, a question will require consultation with a colleague with
specialized knowledge. Sometimes, students staff the desk during low-traffic periods. Students are encouraged
to offer reference service to patrons and will refer patrons with research questions (as opposed to simple
material retrieval requests) to full-time staff.”
“The service desk is usually staffed by a member of the staff. This person either completes the reference
transaction or refers the customer to another member of the department for assistance.”
“There is one service desk in Special Collections. Patrons register, sign-in, receive reference assistance, and
request materials at the reference desk in the reading room. One staff member is on duty at the reference desk
all service hours. Staff who work at that desk include librarians and library assistants. When more assistance is
needed, the Public Services Coordinator is paged or the question is referred to that librarian.”
“Unless a specific person in department is requested, interviews are begun at front desk by whichever staff
member is available and on the desk. Support staff: one with a PhD, another with a Masters. Sometimes
librarians not involved at all.”
“Upon entrance patrons are greeted by the staff, librarian, or student who is sitting at the front desk. Most
patrons ask for a specific item, the person at the desk is then able to register the patron and retrieve the item.
If the patron has a reference question a librarian is consulted. Many patrons contact the department ahead of
their arrival. In these cases, a librarian will handle the request, or assign it to a staff member with knowledge
request assistance of anyone with whom they have previously worked.”
“On-site users begin the process at the reference desk, at this point the staffer (librarian/archivist/ division
director/ support staff) will ascertain the collections required by the patron, this may involve searching to
find appropriate material. The registration process is started, this requires current photo ID. The patron is
also required to read the rules for use of special collections. Staff at the reference desk also complete the
call slips required to page the collection including the location on the vault. The patron is then directed to
the security desk which has oversight for the use and handling of records in the reading room. At this service
point the patron is advised of the use of secure lockers to store their personal items, given instructions on the
procedures for handling special collections, including handling items such as photographs and reproduction
procedures and costs. Phone inquiries to the division are directed to the reference desk e-mail inquiries are
handled through a centralized address box and dispersed to the appropriate curator or research assistant.”
“Patron talks with the person stationed at the reference desk and discusses her/his reference needs.
Reference person suggests the best method on how to answer their question and also which collections to
use.”
“Patrons typically walk directly to the reference desk, which may be occupied by professional or classified staff.
Specialized reference inquires are referred to professional staff with subject expertise—when available they’ll
come out to greet the patron, or available by appointment.”
“Researchers first encounter the staff member at the reference desk. Some know exactly what they want
others don’t. The nature of the reference interview and who’s involved varies as needed.”
“The reading room desk is staffed during open hours and the individual staff member on duty (2–3 hour
shifts) handles all reference questions. Other staff members may be called to assist if necessary.”
“The reference/registration desk is usually staffed by a professional or para-professional who can provide
a full range of reference assistance. Occasionally, a question will require consultation with a colleague with
specialized knowledge. Sometimes, students staff the desk during low-traffic periods. Students are encouraged
to offer reference service to patrons and will refer patrons with research questions (as opposed to simple
material retrieval requests) to full-time staff.”
“The service desk is usually staffed by a member of the staff. This person either completes the reference
transaction or refers the customer to another member of the department for assistance.”
“There is one service desk in Special Collections. Patrons register, sign-in, receive reference assistance, and
request materials at the reference desk in the reading room. One staff member is on duty at the reference desk
all service hours. Staff who work at that desk include librarians and library assistants. When more assistance is
needed, the Public Services Coordinator is paged or the question is referred to that librarian.”
“Unless a specific person in department is requested, interviews are begun at front desk by whichever staff
member is available and on the desk. Support staff: one with a PhD, another with a Masters. Sometimes
librarians not involved at all.”
“Upon entrance patrons are greeted by the staff, librarian, or student who is sitting at the front desk. Most
patrons ask for a specific item, the person at the desk is then able to register the patron and retrieve the item.
If the patron has a reference question a librarian is consulted. Many patrons contact the department ahead of
their arrival. In these cases, a librarian will handle the request, or assign it to a staff member with knowledge
