Reference Service

Purpose This procedure is established and maintained to ensure that the Reference Services are being rendered effectively and efficiently in accordance with the approved procedure. Scope This procedure applies to the handling of reference enquiries at Pustaka Negeri Sarawak. 1.0 Receipt of Enquiry 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): a) In person / walk in b) Telephone c) Online d) Letter e) Facsimile 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. 2.0 First Level Enquiry 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: a) In person / walk in b) Telephone c) Online d) Letter e) Facsimile 2.2 Upon replying to the reference enquiry, the RL or DO shall update the record in the REL within seven (7) working days. 3.0 Second Level Enquiry 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.

3.2 The RL or DO shall respond according to agreed date through the following channels: a) In person / walk in b) Telephone c) Online d) Letter e) Facsimile 3.3 Upon replying the reference enquiry, the RL or DO shall update the record in the REL within seven (7) working days. 3.4 The RL or DO shall request the user to fill in the Services Rating Form. 4.0 Control of Documented Information 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. a. Reference Interview Form b. Services Rating Form 4.1.1 The Reference Service File shall be categorized as “Open” document and can be accessed by every staff. 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. 5.0 Disposal of Documented Information 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. Annexes a) Reference Interview Form b) Services Rating Form