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General Policy
We supply information or sources of information to all patrons coming to the reference desk or telephoning for assistance. When suitable information is not located, referrals should be provided to alternative resources such as other libraries, alternative likely sources, and so forth.  If referred to another library or agency, addresses and telephone numbers or web URLs should be offered, if available

Reference assistance may include consultation on general or specialized information sources in various formats.  It may also include instruction in appropriate methodologies for acquiring information from print or electronic sources.

Patrons are generally expected to conduct their own research.  Our role is to guide them to appropriate resources and to teach them effective ways of extracting the information needed.

Lengthy or in-depth subject information requests may be referred to the Subject Specialists for that area, if the patron is a Cal Poly Pomona student, faculty, or staff.   Refer the patron to Reference/Instruction Office to make an appointment with the appropriate librarian

When the transaction with a patron has not been concluded, but the librarian's time at the Desk is over, make every effort to remain until   the interview has concluded.  If the librarian must leave before the transaction is completed, he or she should inform incoming staff of the situation and request them to complete the transaction.

Off-Desk Reference Service
Requests for assistance during off-desk hours made in person, by phone or email.   These requests may be answered or referred according to the judgment of the person receiving the request.  If research is appropriate, the question may be worked on while on the Reference Desk or during off-desk time. 

Reference Assistance by Appointment. We provide reference assistance by appointment for members of the Cal Poly Pomona community i.e., faculty, staff, students.  Students may request this service on their own, or they may be referred.  This is an appropriate referral if the question requires in-depth subject knowledge of resources and/or considerable time to answer.   Patrons should be referred to the Reference/Instruction Office to schedule an appointment for reference assistance with a subject specialist librarian.

Telephone Service
Priority is given to patrons waiting at the Reference Desk.  The telephone should be answered promptly unless you are engaged in helping someone.  Between 8:00 am and 5:00 pm, the phone rings over to the Reference Secretary after three rings.  The Secretary will note the question and the person’s phone number then bring the question to the person at the desk. During weekend and evening hours when you are working alone, you may want to answer the phone and put the person on hold until you can help them.  If unanswered, the phone will go to a pre-recorded message.

In general questions with short answers from readily available source, print or web, can be answered over the phone. Examples are catalog lookups and phone numbers.  When an inquiry received over the phone is recognized as a class assignment, suggest that   the caller to come to the library to do the research in person.

Reference desk staff does not ordinarily make telephone calls for patrons needing information from other libraries, agencies, or persons.  We will, however, supply the number(s) needed and advise the patron to call directly.  This procedure not only keeps our telephone line open, but also encourages the patron to get the information on a first-hand basis.

Disabled students who are given telephone numbers will be referred to Disability Resource Center (formerly Disabled Student Center) where the clerical staff there will take responsibility for helping them. 

Reference Desk Statistics
It is very important to accurately record reference transactions on the statistics sheets provided.  These statistics are used to decide on staffing levels and to determine patterns in services. see also the page on Reference Desk Statistics