This guide documents the procedures for handling a phone or email reference request, including the processes for them obtaining copies.

Phone reference request

  1. Patron calls the Special Collections Research Center, usually at the front desk.
  2. Person at the desk takes down their message, including the person's name, phone number, email address, and question.
  3. Person at the desk calls for a staff member on the radio, who will give the form to the proper staff member.
  4. If more information is needed, contact the patron for clarification.
  5. Research for a maximum of 15 minutes.
  6. Respond to patron and file the message form in anticipation of doing statistics.
  7. If a copy order results, see below for proper procedure.
  8. Fill out the statistics spreadsheet located on the L: drive.
  9. See below for statistics procedure.

Email reference request

  1. Email is received by spcoll or is forwarded their by another library staff member.
  2. Print email.
  3. Research for a maximum of 15 minutes.
  4. Respond to patron and file printout in anticipation of doing statistics.
  5. If a copy order results, see below for proper procedure.
  6. Fill out the statistics spreadsheet located on the L: drive.
  7. See below for statistics procedure.

Copy order procedure

  1. Receive request for copies from a patron.
  2. Provide them with an estimated cost for their copy order.
  3. If they accept the copy order, complete an imaging request form. Primarily, University Archives requests and any requests that would involve the digital camera go to Eileen, Manuscripts requests go to Anne.
  4. Eileen or Anne complete the copy order. Any requests that involve scans or digital photography are entered into the scan log. Any requests that are pdf'd on the Ricoh should have spcoll cc'd on the response, so that the files can be uploaded into DSpace and linked to Archon. Do not cc anyone's personal email address.
  5. Completed order forms should then be given to Eileen for invoicing.

Statistics procedure

  1. The statistics spreadsheet lives in L:\SpecialCollections\Statistics.
  2. Put in the date that the first message was received, the name of the patron, the collection name or general topic of the inquiry, the method by which the message was received, and the person's affiliation.
  3. Methods that messages can be received are: ILL, email, Fwd from Ref, Fwd from Circ, Archon (SCRC Database Email), telephone, mail