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Home > Legal Info and Policies
> Library Policies
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Statement of Policy & Text
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King Reference Unit (KRU) email reference service provides patrons with brief answers to factual questions, help with search strategies, information on library resources, policies, and services, and/or referrals to a subject specialist or more appropriate source.
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Need for the Policy
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- A consistent standard of customer service must be ensured.
- The scope of email reference service available to library patrons needs to be defined.
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Requirements & Guidelines
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Scope
The reference service attempts to respond to all email inquiries. Some limitations may apply as stated in the service parameters below.
Basic Service Parameters
Time Commitment: Librarians will devote a maximum of 30 minutes to an email question.
Complexity of Question: Questions will be answered as completely as possible. The response may include:
- An accurate and authoritative response with citations
- Instruction on how the patron can continue their research
- Referral to another appropriate resource.
Response Time: Normally, patrons will receive an email response within 72 hours (excluding weekends or holidays).
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Applicable Personnel/Departments
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King Reference Unit
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Approval(s)
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Reviewed and approved by:
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Signature/Name
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Date of Approval
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Former/Retired Head, SJSU Academic Services
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Sandra Belanger
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1/23/06
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Manager, SJPL Reference & Web Services
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Joan Bowlby
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1/23/06
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Head, SJSU Academic Services
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Lorene Sisson
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3/7/07
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Distribution
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http://www.sjlibrary.org/legal/policies.htm
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History & Dates
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Category of Policy: User Services
Original Author(s):Librarians, Brian Fowler, Edith Crowe & Lauren Miranda Gilbert
Author(s): Ronna Nemer, SJPL Librarian
Authorized by: Lorene Sisson & Joan Bowlby
Date Written:8/2/05
Date Effective:12/9/05
Date(s) of Revision(s):1/24/06; 3/8/07 RN
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References
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A. King Library Reference Unit Services Policy
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ID#: PL_343
Supersedes/amends: XT-19 Reference Connection [Guidelines]
PR-106 Procedures for Handling Basic Email Reference Questions
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