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Fletcher Library at the West Campus

Reference Service Policy

Service Philosophy

The Fletcher Library's mission statement reads:

Fletcher Library supports learning through information by being a center of information for those who learn, those who teach, and those who create.

In support of the library's mission to support learning, the Reference Council's priorities are to assist and instruct library users in using the resources and bibliographic tools available in the Fletcher Library, and with research concepts and techniques. Since we are part of an educational institution, our focus is on instruction. We will assist and instruct library users to find their own sources, critically evaluate sources and answer their own information questions rather than supplying sources, or answering research questions for users. Our goal is to create knowledgeable and informed researchers and users of information.

Levels of Service at the Reference Desk

Our primary clientele are ASU West students, but we do not differentiate service at the Reference Desk based on a user's affiliation or status. All databases, indexes and reference sources, including Internet access, are available to all users within the Fletcher Library. A copy of the library's Internet Access Policy is on file at the Reference Desk and at http://www.asu.edu/lib/about/policies/workstation.htm.

Reference Desk service includes:

  • Ready reference assistance for specific factual information needs;
  • Assistance and instruction using print and electronic resources;
  • Assistance and instruction identifying appropriate sources for beginning research on a topic;
  • Assistance and instruction with topic exploration and focus;
  • Assistance with information collection and navigating the library system to find identified sources1;
  • Appropriate referrals to subject specialists, library or campus services,  or other information centers when needed.

1. The Information Desk at the entrance to the Library will provide limited assistance in locating journals on the shelves and in the microfiche cabinets, as well as giving directions to library and campus locations and some printer help.

2. In-depth one-on-one research consultations with subject specialist librarians are available to ASU West students.  The staff at the Reference Desk can direct students to the appropriate subject specialist librarian http://library.west.asu.edu/aboutus/subjects.html.

Service Priorities at the Reference Desk

1.  In-person:

Priority is given to in-person inquiries on a strictly first-come, first-served basis.
  • When the Reference Desk is busy, the reference staff will need to limit the amount of time with each individual seeking assistance in order to accommodate other users seeking assistance. We will make an effort to come back to individual users for follow-up assistance as time allows.
  • During busy times, ASU students should handle extended reference interactions by making an appointment with the appropriate subject specialist.
  • Reference staff adhere to the Reference and Adult Services Division's "Guidelines for Behavioral Performance of Reference and Information Services Professionals" (http://www.ala.org/rusa/stnd_behavior.html). A copy of this document is on file at the Reference Desk.
  • Reference Desk hours are clearly posted (/aboutus/hours/hours.cfm).  Generally, the Reference Desk is closed the first and last hours that the library is open.

2.  Telephone:

  • The reference staff gives priority to in-person inquiries; however, limited telephone reference service is available.
  • During busy times at the Reference Desk, phone reference interactions are limited (no more than 10 minutes on average);
  • Reference staff cannot conduct in-depth topic searches for phone callers;
  • Phone calls to the Reference Desk may go unanswered if all available reference staff are busy with in-person reference assistance;
  • The Reference Desk phones do not take voice messages.

3.  E-Mail and Online:

The RRSC does offer e-mail and online chat reference in conjunction with the Hayden Library at the ASU Tempe campus. E-mail reference and online chat reference is managed away from the Fletcher Library's Reference Desk. For details, visit: Ask a Librarian - Fletcher Library .

All questions asked of the reference staff are treated with respect and confidentiality.

Approved by the Reference Council and
Academic Program Support Council, March 1999
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