How do you know when to answer a patron's question and when to refer it to a librarian?
This can be tricky since a simple interaction can sometimes turn complex, and questions can lead to more questions. Just remember, when in doubt ask a librarian!
Here are the types of questions you should answer:
And here are the types of questions that you should refer to a librarian:
Review 'The Reference Interview' page of this guide. It will help you to ask the right questions and get to the heart of what a library patron really needs from you.
Here are some helpful guidelines for referrals you may need to make:
There are a number of online forms that patrons can be referred to for a variety of library services. See the next section about contact request forms, including forms for making room reservations.
Think about these techniques when asking questions: