Difference between revisions of "Reference Service"

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(Created page with "Purpose This procedure is established and maintained to ensure that the Reference Services are being rendered effectively and efficiently in accordance with the approved proce...")
 
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Purpose
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__NOTOC__
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This procedure is established and maintained to ensure that the Reference Services
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==Introduction==
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are being rendered effectively and efficiently in accordance with the approved
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<br>
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procedure.
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The Reference Service is under the purview of Information Services Division mainly deals with reference services offered to all user of Pustaka Negeri Sarawak.  
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Scope
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<br>
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This procedure applies to the handling of reference enquiries at Pustaka Negeri
 
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Sarawak.
 
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1.0 Receipt of Enquiry
 
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1.1 Upon receipt of enquiry from a user via the following channels, the Reference
 
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Librarian (RL) or other Designated Officer (DO) shall record the reference
 
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enquiry in the Reference Enquiries Log (REL):
 
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a) In person / walk in
 
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b) Telephone
 
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c) Online
 
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d) Letter
 
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e) Facsimile
 
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1.2 The RL or DO shall determine the category of the enquiry, either it is a First or
 
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Second Level Enquiry. Refer to the GL-IS-07 – Determining the Categories of
 
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Reference Enquiries.
 
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2.0 First Level Enquiry
 
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2.1 If it falls under the category of a First Level Enquiry, the RL or DO shall respond
 
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within one (1) working day through the following channels:
 
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a) In person / walk in
 
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b) Telephone
 
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c) Online
 
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d) Letter
 
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e) Facsimile
 
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2.2 Upon replying to the reference enquiry, the RL or DO shall update the record in
 
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the REL within seven (7) working days.
 
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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
 
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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
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==Scope==
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channels:
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<br>
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a) In person / walk in
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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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b) Telephone
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c) Online
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# Reference Counter
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d) Letter
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# Telephone or Whatsapp Application
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e) Facsimile
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# E-mail (Pustaka Negeri Sarawak official email: librarian@sarawak.gov.my)
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3.3 Upon replying the reference enquiry, the RL or DO shall update the record in the
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# Ask a Librarian
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REL within seven (7) working days.
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# Letter
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3.4 The RL or DO shall request the user to fill in the Services Rating Form.
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# Facsimile
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4.0 Control of Documented Information
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4.1 After the establishment of the following documents, The Librarian or DO shall
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== First Level Reference ==
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keep the following document at Reference Service File and keep the file in the
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<br>
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Information Services Division.
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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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a. Reference Interview Form
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Pustaka’s administrative enquiries.
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b. Services Rating Form
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4.1.1 The Reference Service File shall be categorized as “Open” document and
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<br>
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can be accessed by every staff.
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4.1.2 Documented information generated as a result of reference service shall
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== Second Level Reference ==
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be retained for a period of one (1) years from the date of its creations.
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<br>
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5.0 Disposal of Documented Information
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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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5.1 Documented information generated as a result of reference service shall be
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disposed in accordance with Pustaka Negeri Sarawak records management
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== Operating Hours ==
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regulations and practice.
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<br>
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Annexes
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Monday to Friday: 10:00 am to 7:00 pm.
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a) Reference Interview Form
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<br>
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b) Services Rating Form
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Saturday and Sunday: 10:00 am to 6:00 pm.
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<br>
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Closed on Gazetted Public Holidays
  
 
[[Category:Information Services]]
 
[[Category:Information Services]]

Latest revision as of 11:20, 27 June 2023

Introduction


The Reference Service is under the purview of Information Services Division mainly deals with reference services offered to all user 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 (Pustaka Negeri Sarawak official email: librarian@sarawak.gov.my)
  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.

Operating Hours


Monday to Friday: 10:00 am to 7:00 pm.
Saturday and Sunday: 10:00 am to 6:00 pm.
Closed on Gazetted Public Holidays

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