Telephone requests will be noted, and calls will be returned as promptly as possible. All answers given by staff shall be verified by legitimate documentation and the sources used shall be noted to patrons. Use interlibrary loan service. Make phone calls to local sources of information. Refer patrons to other resources outside the library.
Confidentiality is to be maintained.
Patrons and their questions will not be discussed beyond a professional context. If this does not satisfy the patron, he or she should be referred to the Library Director. Any work done at the desk should not become a barrier to public service. Staff should not appear too busy to be interrupted. An atmosphere that is conducive to an efficient reference interview should be maintained.