Mission
The mission of the Burlington County Library System (BCLS) is to enrich lives by providing opportunities for learning, growth, and personal development.
Statement of Purpose
BCLS delivers on this mission by connecting library customers to research, information and resources that enriches their lives and allows them to participate in their community as informed citizens.
Service Goals
The BCLS reference services team is committed to assisting customers with research, support in the use of resources, basic guidance on utilizing computers and referrals when library resources aren’t available or applicable.
Types of Service
The following highlights the types of services staff offer:
Ready Reference: Ready reference questions are specific, factual inquiries that may be readily answered using in-house and online resources.
Research Assistance: Research questions require longer, detailed answers or extensive searching for articles, information or publications.
Reader’s Advisory: Reader’s advisory questions are specific inquiries about book titles or information either in the library’s collection or generally available through other sources. They may include suggestions for reading materials or assistance searching for items, locating where an item is available and procuring such items.
Computer Assistance: Computer assistance involves basic questions on the use of computers and software applications available on library computers or for general resources and tools available on the Internet.
Service Standards
- Reference services are provided by trained staff with the title of Librarian. At times, other staff may provide such assistance under the guidance of a Librarian.
- Reference services are provided without bias or judgement to all who request information, on an equitable basis in-person, by telephone, email, chat and by appointment.
- To the best of their ability and based on availability of information sources, staff strive to provide complete, accurate, appropriate, impartial answers to reference questions.
Manner in which library customers are served
Staff will acknowledge and greet the customer as they approach the service desk.
Staff will display cultural humility and a respectful demeanor and engage with people without assumptions.
- Staff will expect the same humility and respectful demeanor from those utilizing reference services.
Staff will attend to customers in the order that an inquiry came in whether in-person, chat or via telephone.
Staff will explain when a question is beyond the scope and capacity of the Library and, if applicable, assist in identifying the appropriate institution or external resource.
Service Parameters
Due to the public setting of library service desks and the need for staff to be available to all those who request assistance, staff may need to prioritize the manner in which they assist. However, all inquiries will be responded to whether at the time of the inquiry or with a follow-up within a reasonable amount of time.
Customers needing extended assistance (defined as inquiries that require more than 15 minutes, whether per inquiry or in total over multiple inquiries) may be offered:
- a one-on-one appointment
- a response via phone or email
The nature of the request will determine if the staff member is able to answer the question, instruct the customer to conduct their own research or provide referral information for an appropriate resource, organization or agency.
- Library staff are not qualified to provide advice, synthesize information or interpret results (such as medical, legal, taxation etc.) but may direct customers to appropriate resources or referral services.
- When assisting on a computer, staff cannot offer individual in-depth training or technical assistance. However,
- Staff may offer to assist a customer on the basic use of computers or resources accessed via a computer as time and resources permit during the reference interaction.
- When basic guidance during a reference interaction is insufficient, staff may refer customers to a library instructional class or an appointment for computer assistance.
- Staff shall not handle any personal devices or a user’s personal data such as login credentials or other personal information.
Disclaimer
The Burlington County Library System disclaims any liability or responsibility arising from using library reference services.