Difference between revisions of "Reference Service"

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==Purpose==
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==Introduction==
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This procedure is established and maintained to ensure that the Reference Services are being rendered effectively and efficiently in accordance with the approved procedure.
 
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==Scope==
 
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This procedure applies to the handling of reference enquiries at Pustaka Negeri Sarawak.
 
 
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===1.0 Receipt of Enquiry===
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The Reference Service is under the purview of Information Services Division mainly deals with reference services offered to all registered member of Pustaka Negeri Sarawak.
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1.1 Upon receipt of enquiry from a user via the following channels, the Reference Librarian (RL) or other Designated Officer (DO) shall record the reference enquiry in the Reference Enquiries Log (REL):<br>
 
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:a) In person / walk in<br>
 
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:b) Telephone<br>
 
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:c) Online<br>
 
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:d) Letter<br>
 
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:e) Facsimile<br>
 
 
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1.2 The RL or DO shall determine the category of the enquiry, either it is a First or Second Level Enquiry. Refer to the GL-IS-07 – Determining the Categories of Reference Enquiries.<br>
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==Scope==
 
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Reference service provided by libraries whereby patrons are assisted in the location and retrieval of information relevant to their information needs. In Pustaka Negeri Sarawak, the reference service is divided into two (2) level and user can approach Reference Librarian via following channel:
  
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===2.0 First Level Enquiry===
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# Reference Counter
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2.1 If it falls under the category of a First Level Enquiry, the RL or DO shall respond within one (1) working day through the following channels:<br>
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# Telephone or Whatsapp Application
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:a) In person / walk in<br>
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# E-mail
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:b) Telephone<br>
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# Ask a Librarian
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:c) Online<br>
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# Letter
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:d) Letter<br>
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# Facsimile
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:e) Facsimile
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== First Level Reference ==
 
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2.2 Upon replying to the reference enquiry, the RL or DO shall update the record in the REL within seven (7) working days.
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First Level reference enquiry is defined as a transaction where a Library Assistant (LA) or Designated Officer (DO) finds or recommends relevant resources within the library, assists in the use of these resources or answers the user’s question either through the use of library tools or by reference to other sources. It includes directional and
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Pustaka’s administrative enquiries.
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===3.0 Second Level Enquiry===
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3.1 If it fall under the the category of Second Level Enquiry, RL or DO shall assist the user and use the Reference Interview Form to conduct an interview session.
 
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3.2 The RL or DO shall respond according to agreed date through the following channels:<br>
 
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:a) In person / walk in<br>
 
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:b) Telephone<br>
 
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:c) Online<br>
 
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:d) Letter<br>
 
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:e) Facsimile
 
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<br>
 
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3.3 Upon replying the reference enquiry, the RL or DO shall update the record in the REL within seven (7) working days.<br>
 
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3.4 The RL or DO shall request the user to fill in the Services Rating Form.<br>
 
 
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===4.0 Control of Documented Information===
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== Second Level Reference ==
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4.1 After the establishment of the following documents, The Librarian or DO shall keep the following document at Reference Service File and keep the file in the Information Services Division.<br>
 
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:a. Reference Interview Form<br>
 
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:b. Services Rating Form<br>
 
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::4.1.1 The Reference Service File shall be categorized as “Open” document and can be accessed by every staff.<br>
 
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::4.1.2 Documented information generated as a result of reference service shall be retained for a period of one (1) years from the date of its creations.
 
 
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Second Level refers to enquiry or request from user which requires an in-depth research or specific information about certain subject. Reference Librarian will request the user to fill in the Reference Interview Form.
  
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===5.0 Disposal of Documented Information===
 
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5.1 Documented information generated as a result of reference service shall be disposed in accordance with Pustaka Negeri Sarawak records management regulations and practice.
 
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==Annexes==
 
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a) Reference Interview Form<br>
 
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b) Services Rating Form<br>
 
  
 
[[Category:Information Services]]
 
[[Category:Information Services]]

Revision as of 11:10, 27 June 2023

Introduction


The Reference Service is under the purview of Information Services Division mainly deals with reference services offered to all registered member of Pustaka Negeri Sarawak.

Scope


Reference service provided by libraries whereby patrons are assisted in the location and retrieval of information relevant to their information needs. In Pustaka Negeri Sarawak, the reference service is divided into two (2) level and user can approach Reference Librarian via following channel:

  1. Reference Counter
  2. Telephone or Whatsapp Application
  3. E-mail
  4. Ask a Librarian
  5. Letter
  6. Facsimile

First Level Reference


First Level reference enquiry is defined as a transaction where a Library Assistant (LA) or Designated Officer (DO) finds or recommends relevant resources within the library, assists in the use of these resources or answers the user’s question either through the use of library tools or by reference to other sources. It includes directional and Pustaka’s administrative enquiries.


Second Level Reference


Second Level refers to enquiry or request from user which requires an in-depth research or specific information about certain subject. Reference Librarian will request the user to fill in the Reference Interview Form.

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