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Other ReferralsEven with a great search strategy and good resources, some answers are not in your library!When to Refer the QuestionIn Information and Referral, providing your patron with information about another agency or group meets the information need and is the end of your search. At other times, you may need to refer a patron somewhere else to continue the search and get the information they want. When you can't find the answer in your library, always offer to refer the question. Types of Referral
Virtual Reference ReferralsVirtual reference services also require referrals. In virtual reference situations "procedures should be established for referring a virtual patron (question) to another reference or public services point. Procedures should include both how the referral is presented to the patron and how information about the referral is communicated between the virtual reference desk and referral destination." [Guidelines for Implementing and Maintaining Virtual Reference Services, Section 4.1]Referral PoliciesFind out about your library's policy on referrals: in person, telephone, or remote. The world of information is so vast that there is a good chance that even the most difficult request can be answered. There are several important points to remember about referrals.
Patrons are often reluctant to put you to the trouble of referring their questions. Therefore, you need to specifically offer this service. You will need to assure them that this is a standard library service and one we are glad to give.
Many questions sound impossible. Suppose your patron asks for directions on how to build a perpetual motion machine.You may be tempted not to refer questions like that, but give it a try anyway. Even though your patron may not, in the end, get step by step instructions, you may be able to supply a history or discussion of the issue which would be helpful. And remember that what sounds impossible to you may be easy for those working with a larger collection.
You can't, for example, diagnose a patron's medical condition. Explain clearly to the patron what the library can do to help, and refer a question based on what the library offers.
Find out what the policy is in your library for determining when to send an interlibrary loan and when to send a reference question on to another library. (Learn more about interlibrary loan.) State Level Reference ServicesIf neither you nor your headquarters library can answer a question, it may be appropriate to refer the patron to the State Library. Because you won't necessarily know whether a question you refer will be forwarded to a state level reference service, do a thorough reference interview with each patron who asks a question. The Ohio state-level reference library is the State Library of Ohio. The State Library will assist individuals as well as agencies. Among their collections are holdings in genealogy, administration and management, education, economics, and social and behavioral science. They also have a rare book collection. The State Library is a depository for U.S. and State of Ohio government documents. Major Point: When you can't find the answer in your library, always offer to refer the question.
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When you can't find the answer in your library, offer to refer the question, or follow your library policy for interlibrary loan.
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Overview
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Ethics
