The client library shall train staff to conduct the reference interview and to make use of the client library's own resources. The client library may call another system for advice on specific search strategy. The client library shall be available as a further link between the resource library and the patron, if necessary, and to communicate the information to the patron. The client library shall communicate information gathered during reference interviews and the subsequent search. A list of all major sources checked must be given to the resource library.
Document delivery is occasionally the result of telephone requests.
All phone request resulting in document delivery must include name of the requesting library, librarian, patron's name and patron's phone number. The resource library can then begin processing the request immediately. The client library should not formalize and confirm its telephone subject request by sending an additional interlibrary loan request via terminal. Each library should establish internal procedures for handling these deliveries. Questions that require more time to answer should be requested via terminal.