Policy Title: Library Reference Services Policy 
Policy Number: LP-018
Type of Policy: Library 
Last Reviewed Date: May 2025 
Next Review Date: July 2028 
Responsible Administrator: Dean of Libraries 
Policy Owner: Library
Contact Name: Sonya Gaither 
Contact Title: Dean of Libraries 
Contact Email: Library@clayton.edu 

Policy Statement:
The Clayton State University Reference Services policy follows the American Library Association (ALA) Reference and User Services Association (RUSA) Division Guidelines and the ALA Association of College & Research Libraries (ACRL) Division Guidelines, Standards, and Frameworks. 

Reason for Policy:
Library policies are created to assist students, faculty/staff, and community users with developing a welcoming and inviting study and research space within the library facility. Each policy explains who, how, and when the library building, resources, etc. can be accessed. In the event library property becomes lost or damaged, or there is a disturbance during operating hours, policies and procedures explain how these matters will be resolved. 

Policy Scope: 
This policy applies to Clayton State University libraryemployees. 

Policy: 
The Clayton State University Library serves the instructional, research and general information needs of the campus community through the provision of books, periodicals, microform, DVD’s, sound recordings, electronic resources, and other library materials. 

As a general rule at least one professional librarian will be available for reference inquiries while the library is open. All librarians will attend mandatory faculty events and conferences. Trained staff members or student assistants will be available to assist patrons during those times.

 

Procedures: 
Employees of the Clayton State Library who provide reference support should: 

• Be approachable.
• Listen to requests carefully and ask questions directed at finding what the person truly wants.
• Provide accurate, timely, up-to-date reference services whether questions are asked in person, over the telephone, or online.
• Refer patrons to other possible services or resources outside of the library, if information or service is not available at the Clayton State University Library.
• Promote information literacy through library resources, services, and library sponsored programs, and instruction. (See Instructional Services Policy)
• Periodically evaluate patron satisfaction and reference services by various methods.
• Cooperate and collaborate with other departments of Clayton State University in their efforts to better serve the University.
• Utilize online research guides created by liaison librarians to assist with instruction and reference.
• Accurately record statistics to reflect the type of reference experience.  

 

Conducting a Reference Interview
The following guidelines are recommended for librarians conducting reference interviews: 

1. Be aware that the patron’s first question may not accurately reflect the information needed. Follow-up questions are sometimes necessary to verify and clarify the actual information need.
2. Recast the question in your own words to verify that you understand the patron’s question.
3. Ask about the scope of the patron’s project or inquiry to establish how much information is needed.
4. If the inquiry is related to an academic assignment, ask for details of the assignment to determine the type and amount of research required. Are specific types of resources (such as scholarly research articles, book reviews, government documents, statistics, magazine articles, newspapers, or original research) needed by the assignment?
5. Use open-ended questioning techniques to draw out further information about the topic. Possible approaches include:
   • What is it about [topic] that you are trying to find out?
   • What additional information can you give me?
   • How much information do you need?
   • We have books and other information on [topic]. What kind of information do you need?
   • How did this question arise? 
6. Use closed and/or clarifying questions to refine the search query. Some examples include:
   • What have you already found?
   • What type(s) of sources do you need?
   • Are you looking for current or historical information?
7. Call on a colleague for help if you are having trouble either with communication during the reference interview itself or with finding resources to answer the question. Often, a second viewpoint can help with brainstorming new search strategies or suggesting overlooked resources. 
8. Maintain objectivity and do not interject value judgments about the subject matter or the nature of the question. 

If the wording of an assignment seems to be causing confusion for multiple students as to what library resources or research strategies are appropriate, the subject area liaison librarian should contact the faculty member teaching the course for clarification and share the answer with other librarians. 

 

Emergencies 
In the event of an emergency, service desk staff are responsible for contacting Clayton State University’s Public Safety Department at (678) 466-4050 or (770) 961-3540. 

References/Sources:

1. American Library Association Guidelines for the Reference Interview 
2. American Library Association Guidelines for Behavioral Performance of Reference and Information Service Providers 
3. American Library Association Guidelines for Implementing and Maintaining Virtual Services 
4. American Library Association of College & Research Libraries Standards 
5. Reference and User Services Association Guidelines and Recommendations 
6. RefAnalytics Training 

Policy History: 

Revision Date	Author	Description
05/01/2022	Library Leadership	Effective date
11/12/2019	Library Leadership	Updated links
04/08/2025	Library Leadership	Reformatted to new template