Service Philosophy

The University at Buffalo Arts & Sciences Libraries (ASL) -- Architecture/Planning, Lockwood, Science/Engineering and Undergraduate -- are dedicated to the provision of high quality, accurate, personalized reference, information and instructional services. All ASL activities support the University at Buffalo's research, teaching and service missions, with librarians and staff dedicated to anticipating and meeting the information needs of library users.

Purpose Statement

The purpose of this policy statement is to provide the staff with a compendium of information policies that promote a uniform standard of service of the highest possible quality consistent with available resources. This statement is designed as an information resource for new and experienced staff, and may be made available to any library user.

Revision Notice

The ASL Reference and Information Services Policy is continually reviewed and modified by the Director of Public Services in consultation with librarians, faculty, students and staff. Formal review and evaluation of the policies is scheduled every two years; the next scheduled review is August 2009.

Contact Margaret Wells, Director, Public Services, University Libraries (phone: 716-645-2814, ext. 437; email: mwells@buffalo.edu) for additional information.

Service Goals

Reference, information and instructional services are some of the most vital and visible expressions of the purpose and mission of the Libraries, and are key to the Libraries' role as a learning space for students, faculty, staff and the community. ASL faculty and staff provide a variety of services to meet the informational and instructional needs of library users, within the limits of time, staffing, resources and the professional judgment of staff. The overall goal of ASL Reference, Information and Instructional Services is to provide services to information seekers when and where they need it, in real-time whenever possible. In all of our activities, we value:

• Approachability
• Accuracy
• Information literacy - Teaching library users the process of articulating an information need, and then identifying, finding and evaluating the information to meet that need. See the ACRL Information Literacy Competency Standards for Higher Education. (PDF)
• A proactive approach - Initiating the information seeking process and encouraging library users to ask for assistance.
• Intellectual freedom
• Equity - To consider each individual information query to be of equal merit regardless of the age, gender, ethnicity, disability, sexual preference or English language proficiency of the person asking the question.
• Informed Referrals
• Confidentiality
• Expertise and Knowledge
• Active Learning

Librarians also conduct themselves according to the Code of Ethics of the American Library Association. (PDF)

Types of Services

In the Library

• Respond to ready reference inquiries, which generally require the use of a single source to answer a quick, factual question
• Provide access to and instruction about remote bibliographic, full-text, and numeric databases
• Offer help in clarifying research problems, developing good search strategies and finding and evaluating information
• Introduce students and faculty to the use of new technologies in information access
• Validate/check citations
• Locate known items
• Respond to directional questions
• Help users navigate the Libraries' website
• Help library users evaluate information sources
• Refer people to other libraries or agencies when appropriate
• Refer people to subject specialists
• Teach information literacy skills at levels appropriate to library users
• Help library users perform basic technical operations, such as downloading, uploading, sending articles and using databases
• Offer in-depth consultations by appointment.

  On the Telephone

• Respond to phone inquiries. Phone inquiries are lower priority than people at the desk, and staff are encouraged to use voice mail when working with someone in person. As a general rule, public services staff may limit the time spent on phone queries and encourage individuals with extensive research needs to visit the library in person.
• Respond to voice mail left at reference desks after dealing with individuals at the desk. If unable to successfully answer a phone inquiry while at the desk, the request will be passed on to the next librarian or followed up after desk time concludes.

  Online

• Respond to email reference questions and questions asked via the Instant Librarian chat service. In both cases, priority is given to University at Buffalo faculty, staff and students. Others will be assisted on a time available basis.

Service Points

Services are available in person, by telephone, by appointment and virtually.

• Reference/Information Desks:
  Architecture & Planning Library - Librarian's Office
  Lockwood Memorial Library Reference/Information Desk - Arts/Social Sciences/Humanities and
  Business/Documents - 2nd floor
  Undergraduate/Science & Engineering Reference/Information Desk - Capen Hall, 1st floor
• Telephone
• Email - askasl@buffalo.edu
• Internet chat reference service - Instant Librarian
• Individual appointments with librarians Appointment Form | Subject librarians
• Contact a Librarian for more information
• Academic Department offices - see Subject Librarians
• Scheduled instruction
  

Clientele

The University at Buffalo Arts & Sciences Libraries provide services for library users affiliated with the University and from the general public. No distinctions are made among different categories of library users when providing routine reference services. However, priority is given to UB-affiliated users when library resources, staffing, space or funding are inadequate to meet the demands for services at any time.

As participants in the depository program of the United States government, the University Libraries also fulfill their statutory obligation as a depository library by providing equal access to all documents materials for all users, without distinction and regardless of affiliation.

The Arts & Sciences Libraries take primary responsibility for anticipating and meeting the research and information needs of constituents in the following University at Buffalo schools, colleges and programs:

• School of Architecture & Planning - http://www.ap.buffalo.edu/
• College of Arts & Sciences - http://cas.buffalo.edu/
• General Education Program - http://gened.buffalo.edu/
• Graduate School of Education - http://www.gse.buffalo.edu
• School of Engineering & Applied Sciences - http://www.eng.buffalo.edu/
• School of Management - http://www.mgt.buffalo.edu/
• School of Social Work - http://www.socialwork.buffalo.edu/
• Honors College http://honors.buffalo.edu/

ASL services and collections are also intended to work within the University Libraries to serve the needs of faculty, staff and students from Cora P. Maloney College, CADS/EOP, the UB Scholars Program, selected UB Research Centers and Institutes, the Graduate School and other administrative and student services areas.

Electronic Resources Access and Restrictions

Access to electronic journals and article databases is available both in-library and from off-campus locations for UB faculty, staff and currently registered UB students. Guests and alumni may access electronic resources by applying for a courtesy Workstation Access Card. Due to licensing restrictions, guests and alumni are limited to in-library access to electronic resources. Additional information can be found at the University Libraries Policy for Use of Online Information.

Limits to Services

Staff will not

• Perform research. Generally, users asking ready reference questions will have the information provided to them, while users with more difficult and involved questions will be instructed in how to conduct their own research.
• Interpret materials and assignments. Reference staff do not interpret information, such as medical, legal, financial, statistical or tax information or class assignments. Students with questions about a class assignment are referred to the professor.
• Violate the copyright law.
• Knowingly act in a manner that violates the Code of Ethics of the American Library Association.
• Recommend purchases of sources or other materials. Reference staff refer library users to standard reviews of the work in question and advise them to examine the library copy, if available. Staff do not make recommendations regarding such purchases.
• Appraise books or artifacts. Reference staff do not appraise the private property of library users. Library users are advised to consult a professional appraiser.
• Perform genealogical research. Genealogical searches are not undertaken by reference staff. Catalog assistance and help locating standard reference sources are offered. The Government Documents librarians assist with queries about the Census. Most genealogy questions are referred to the local public library or to the Internet.
• Compile bibliographies. Reference staff will not compile or check bibliographies. Staff do assist patrons in the use of bibliographical tools and in identifying, interpreting and verifying citations.
• Answer contest, quiz or trivia questions. Assistance is limited to advising individuals about where they might locate such information.
• Lend reference materials. Reference books do not circulate as a general policy.  In special circumstances, such as for classroom presentation or faculty research, reference librarians may give permission for reference books to be checked out.  In those In those cases, the librarian consults with Circulation staff to specify the loan time and indicate that permission to circulate the material is granted.
• Pull books or other items in response to a telephone call to hold for a person.
• Proofread or edit student papers. Students are advised to consult The Learning Center's Writing Center for assistance.

Printing Policy

Reference staff do not print items for library users. Users are expected to use the computers and printers located in the library or their own equipment. The University at Buffalo's complete printing policy is available.

Last Update: 4 November 2007