Public Services in Special Collections · 85
Pennsylvania State University
There are times when several people are awaiting assistance. Since you only can
effectively serve one patron at a time, always fully serve the person in front of you. But first
acknowledge the waiting patrons. Briefly tell them that you will help them as soon as you
can. Don’t be hesitant to call the on-call person if several people require assistance.
*Refer to subsequent sections to learn how to deal with patron challenges.
Specialists &Referrals
If you receive a query that you don’t know how to answer, or one that mandates the
assistance of a subject specialist within Special Collections Library, immediately contact
the appropriate point person. Requesting the assistance of a knowledgeable colleague will
allow you to more efficiently meet patrons’ information needs.
Queries Requiring the Assistance of Subject Specialists include:
Legal inquiries
Records management questions
Requests for literary manuscript collections
Sports questions
Queries involving commercial or scholarly use permissions and fees
Information &Referral Services
Patrons occasionally require the services of specific groups or agencies, such as the Penn
State Alumni Association, Department of Labor, or Northeast Document Conservation
Center. Pinpoint and give patrons information about that group or agency, which you can
glean from websites and directories. If Special Collections Library does not have the
service, resource, or collection that the patron requests, refer the patron to Interlibrary
Loan, another PSU Subject Library, a non-PSU library, archival repository, historical
society, or other appropriate institution. If you refer the patron to a colleague within the
Penn State University Libraries, contact that colleague to apprise him/her of the situation.
Be Sure Your Patron Understands the Answer
Avoid using library jargon such as ILL, main entry, or “the circ desk.” Many patrons won’t
understand these terms, and may feel too bashful to ask for definitions. If you need to read
to someone over the telephone, speak slowly and carefully. Ask the patron to repeat the
information back to you to insure he/she correctly heard you. Slowly spell words to give
patrons time to write. You may need to describe the resource you are using, why it’s
appropriate for the question, and any limitations related to currency or accuracy. Always
end the reference transaction with a follow-up question.
Question Types
Reference staff members regularly receive four basic types of reference questions:
directional questions, procedural questions, requests for known items, and in-depth
research queries. These question types are described below.
Directional Questions
A directional question facilitates the logistical use of the Library. Directional questions do
not involve the knowledge, recommendations, interpretation, or use of information
resources other than those that describe the facility, such as floor plans or maps. Sample
questions include:
Where is the photocopier?
Where can I put money on my ID card?
Where can I get change?
Where is the closest bathroom?
How do I get to the other subject libraries?
Where is the Café?
Procedural Questions
To answer a procedural question, reference staff members must be familiar with various
policies and procedures relevant to accessing and using materials from Special Collections
Library. A policy consists of a statement of objectives, description of the types and levels
of services available, and guidelines for providing these services. Inquiries into certain
policies, such as guidelines for planning subject instruction and commercial or scholarly
use agreements, require consultation with professional Library staff. Refer to Special
Collections Library’s website for information about policies and procedures. Sample
procedural questions include:
Pennsylvania State University
There are times when several people are awaiting assistance. Since you only can
effectively serve one patron at a time, always fully serve the person in front of you. But first
acknowledge the waiting patrons. Briefly tell them that you will help them as soon as you
can. Don’t be hesitant to call the on-call person if several people require assistance.
*Refer to subsequent sections to learn how to deal with patron challenges.
Specialists &Referrals
If you receive a query that you don’t know how to answer, or one that mandates the
assistance of a subject specialist within Special Collections Library, immediately contact
the appropriate point person. Requesting the assistance of a knowledgeable colleague will
allow you to more efficiently meet patrons’ information needs.
Queries Requiring the Assistance of Subject Specialists include:
Legal inquiries
Records management questions
Requests for literary manuscript collections
Sports questions
Queries involving commercial or scholarly use permissions and fees
Information &Referral Services
Patrons occasionally require the services of specific groups or agencies, such as the Penn
State Alumni Association, Department of Labor, or Northeast Document Conservation
Center. Pinpoint and give patrons information about that group or agency, which you can
glean from websites and directories. If Special Collections Library does not have the
service, resource, or collection that the patron requests, refer the patron to Interlibrary
Loan, another PSU Subject Library, a non-PSU library, archival repository, historical
society, or other appropriate institution. If you refer the patron to a colleague within the
Penn State University Libraries, contact that colleague to apprise him/her of the situation.
Be Sure Your Patron Understands the Answer
Avoid using library jargon such as ILL, main entry, or “the circ desk.” Many patrons won’t
understand these terms, and may feel too bashful to ask for definitions. If you need to read
to someone over the telephone, speak slowly and carefully. Ask the patron to repeat the
information back to you to insure he/she correctly heard you. Slowly spell words to give
patrons time to write. You may need to describe the resource you are using, why it’s
appropriate for the question, and any limitations related to currency or accuracy. Always
end the reference transaction with a follow-up question.
Question Types
Reference staff members regularly receive four basic types of reference questions:
directional questions, procedural questions, requests for known items, and in-depth
research queries. These question types are described below.
Directional Questions
A directional question facilitates the logistical use of the Library. Directional questions do
not involve the knowledge, recommendations, interpretation, or use of information
resources other than those that describe the facility, such as floor plans or maps. Sample
questions include:
Where is the photocopier?
Where can I put money on my ID card?
Where can I get change?
Where is the closest bathroom?
How do I get to the other subject libraries?
Where is the Café?
Procedural Questions
To answer a procedural question, reference staff members must be familiar with various
policies and procedures relevant to accessing and using materials from Special Collections
Library. A policy consists of a statement of objectives, description of the types and levels
of services available, and guidelines for providing these services. Inquiries into certain
policies, such as guidelines for planning subject instruction and commercial or scholarly
use agreements, require consultation with professional Library staff. Refer to Special
Collections Library’s website for information about policies and procedures. Sample
procedural questions include:
