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</head><body style="font: 10pt/normal Segoe UI; margin: 16px 16px 4px; font-size-adjust: none; font-stretch: normal;"><div id="GroupWiseSection_1448406752000_kbrodbeck-kenney@lincolncity.org_34A482E0159F0000B064FE20A80C1B6E_" class="GroupWiseMessageBody"><div>Thea, this is super helpful! I don't know why it didn't occur to me that others would cover this in their Reference Services policies. I think your idea to develop a policy and then have staff practice making judgment calls is a great idea.</div><span style="padding-right: 0px; padding-left: 0px; margin-bottom: 5px; display: block;" id="GWSignatureSent"><span style="display: block;"><br><span style="font-size: 10pt; display: inline-block; word-wrap: normal;"><div>
<div><font face="Tahoma, sans-serif"><font size="2"><font face="Tahoma, sans-serif">Kirsten</font> Brodbeck-Kenney, MLIS</font></font></div>
<div><font size="2" face="Tahoma, sans-serif">Library Director</font></div>
<div><font size="2" face="Tahoma, sans-serif">Driftwood Public Library</font></div>
<div><font size="2" face="Tahoma, sans-serif">801 SW Hwy 101, #201</font></div>
<div><font size="2" face="Tahoma, sans-serif">Lincoln City, OR 97367</font></div>
<div><font size="2" face="Tahoma, sans-serif">541-996-1251 (desk)</font></div>
<div><font size="2" face="Tahoma, sans-serif">541-996-1262 (fax)</font></div>
<div><a href="http://www.driftwoodlib.org/"><font size="2" face="Tahoma, sans-serif">www.driftwoodlib.org</font></a></div></div></span></span></span><span style="margin-bottom: 5px; display: block;"> </span><div id="GroupWiseSection_1448399709000_tevenstad@springfield-or.gov" class="GroupWiseMessageBody"><span class="GroupwiseReplyHeader">>>> EVENSTAD Thea <tevenstad@springfield-or.gov> 11/24/2015 1:15 PM >>><br></span><div><div class="WordSection1"><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'>Hi Kristen,<?xml:namespace prefix = o /><o:p></o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'><o:p> </o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'>What an interesting question! I’m not sure if you’ve found some helpful information yet. <o:p></o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'><o:p> </o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'>I found that Rutgers <a href="http://www.libraries.rutgers.edu/public_service_policies/pspm_02_reference_information_service">Reference and Information Service page</a> includes “Service Definitions” that describe what reference service is at their institution and their “Service Limitations” have some good ways of differentiating between reference service and not-reference service, specifically:<o:p></o:p></span></div><div style="text-indent: -0.25in; mso-list: l1 level1 lfo1;" class="MsoListParagraph"><span style="color: rgb(31, 73, 125); font-family: Symbol; font-size: 11pt;"><span style="mso-list: Ignore;">·<span style='font: 7pt/normal "Times New Roman"; font-size-adjust: none; font-stretch: normal;'> </span></span></span><b><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'>“Legal, Medical, or Pharmaceutical Advice</span></b><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'> - The Libraries cannot provide legal, medical, or pharmaceutical advice in response to reference queries. Specific information may be read from manuals, but in most circumstances users will be referred to sources of information from which to draw conclusions.<o:p></o:p></span></div><div style="text-indent: -0.25in; mso-list: l1 level1 lfo1;" class="MsoListParagraph"><span style="color: rgb(31, 73, 125); font-family: Symbol; font-size: 11pt;"><span style="mso-list: Ignore;">·<span style='font: 7pt/normal "Times New Roman"; font-size-adjust: none; font-stretch: normal;'> </span></span></span><b><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'>Commercial Products and/or Services</span></b><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'> - The Libraries will not provide recommendations on commercial products and/or services in response to queries but will refer users to sources of information on these topics.”<o:p></o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'><o:p> </o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'>Similarly, Aurora Public Library provides a <a href="http://www.aurorapubliclibrary.org/about-the-library/policies/reference-services-policy/">Reference Services Policy</a> that states:<o:p></o:p></span></div><div style="text-indent: -0.25in; mso-list: l0 level1 lfo3;" class="MsoListParagraph"><span style="color: rgb(31, 73, 125); font-family: Symbol; font-size: 11pt;"><span style="mso-list: Ignore;">·<span style='font: 7pt/normal "Times New Roman"; font-size-adjust: none; font-stretch: normal;'> </span></span></span><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'>Staff will offer their best professional opinion when providing reader’s advisory service or recommending the best source to answer a question. Staff will not give opinions, advice, or interpretation of information beyond the scope of their expertise and training in library reference work.<o:p></o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'><o:p> </o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'>I also think the Answerland guidelines for <a href="https://www.answerland.org/help/crisis-calls">Crisis Calls</a> may be helpful, specifically these two points:<o:p></o:p></span></div><div style="text-indent: -0.25in; mso-list: l2 level1 lfo2;" class="MsoListParagraph"><span style="color: rgb(31, 73, 125); font-family: Symbol; font-size: 11pt;"><span style="mso-list: Ignore;">·<span style='font: 7pt/normal "Times New Roman"; font-size-adjust: none; font-stretch: normal;'> </span></span></span><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'>“If the question is personal, refer the patron to an appropriate hotline. As librarians, we don’t have the necessary training to assist a patron in crisis, but we can find resources that will help. Links for hotline resources are listed below.<o:p></o:p></span></div><div style="text-indent: -0.25in; mso-list: l2 level1 lfo2;" class="MsoListParagraph"><span style="color: rgb(31, 73, 125); font-family: Symbol; font-size: 11pt;"><span style="mso-list: Ignore;">·<span style='font: 7pt/normal "Times New Roman"; font-size-adjust: none; font-stretch: normal;'> </span></span></span><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'>Strike a balance between professional behavior and supportive behavior. If the patron is in trouble, we want to be friendly, supportive, and approachable, as with all of our patrons. However, remain professional and give resources rather than advice.”<o:p></o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'><o:p> </o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'>Maybe you could develop your own Reference Service Policy for your library, then develop a training where your staff are given scenarios and have to decide whether or not what the patron is asking falls within the scope of your reference service, as identified by the policy.<o:p></o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'><o:p> </o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'>Hope this helps!<o:p></o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'><o:p> </o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'>-Thea<o:p></o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'><o:p> </o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'>Thea Evenstad<o:p></o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'>Librarian and Arts Commission Liaison<o:p></o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'>Springfield Public Library<o:p></o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'>225 5<sup>th</sup> St<o:p></o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'>Springfield, OR 97477<o:p></o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'>541-726-2238<o:p></o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'><a href="mailto:tevenstad@springfield-or.gov"><span style="color: blue;">tevenstad@springfield-or.gov</span></a><o:p></o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'><o:p> </o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'><o:p> </o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'><o:p> </o:p></span></div><div class="MsoNormal"><span style='color: rgb(31, 73, 125); font-family: "Calibri","sans-serif"; font-size: 11pt;'><o:p> </o:p></span></div><div><div style="border-width: 1pt medium medium; border-style: solid none none; border-color: rgb(181, 196, 223) currentColor currentColor; padding: 3pt 0in 0in;"><div class="MsoNormal"><b><span style='font-family: "Tahoma","sans-serif"; font-size: 10pt;'>From:</span></b><span style='font-family: "Tahoma","sans-serif"; font-size: 10pt;'> Libs-Or [mailto:libs-or-bounces@listsmart.osl.state.or.us] <b>On Behalf Of </b>Kirsten Brodbeck-Kenney<br><b>Sent:</b> Monday, November 23, 2015 3:04 PM<br><b>To:</b> libs-or@listsmart.osl.state.or.us<br><b>Subject:</b> [Libs-Or] Drawing the line between reference and advice<o:p></o:p></span></div></div></div><div class="MsoNormal"><o:p> </o:p></div><div style="margin-bottom: 12pt;" class="MsoNormal"><span style='font-family: "Helvetica","sans-serif"; font-size: 10pt;'>I'm wondering if anyone has any good resources for staff training, or even good rules of thumb, for drawing a line between reference and advice. For example, I've recently had some staff members get drawn into proofreading papers, giving advice on resume wording, offering to read and critique cover letters, and items of that nature. I feel that one-on-one resume advice or proofreading/critiquing a paper crosses a line, much like giving medical advice or tax advice, but I'm finding it a bit hard to articulate to staff, other than to remind them that our job is to offer resources so that people can learn to do things themselves. Thoughts? Advice?<o:p></o:p></span></div><div><div><div><div class="MsoNormal"><span style='font-family: "Tahoma","sans-serif"; font-size: 10pt;'>Kirsten Brodbeck-Kenney, MLIS</span><span style='font-family: "Helvetica","sans-serif"; font-size: 10pt;'><o:p></o:p></span></div></div><div><div class="MsoNormal"><span style='font-family: "Tahoma","sans-serif"; font-size: 10pt;'>Library Director</span><span style='font-family: "Helvetica","sans-serif"; font-size: 10pt;'><o:p></o:p></span></div></div><div><div class="MsoNormal"><span style='font-family: "Tahoma","sans-serif"; font-size: 10pt;'>Driftwood Public Library</span><span style='font-family: "Helvetica","sans-serif"; font-size: 10pt;'><o:p></o:p></span></div></div><div><div class="MsoNormal"><span style='font-family: "Tahoma","sans-serif"; font-size: 10pt;'>801 SW Hwy 101, #201</span><span style='font-family: "Helvetica","sans-serif"; font-size: 10pt;'><o:p></o:p></span></div></div><div><div class="MsoNormal"><span style='font-family: "Tahoma","sans-serif"; font-size: 10pt;'>Lincoln City, OR 97367</span><span style='font-family: "Helvetica","sans-serif"; font-size: 10pt;'><o:p></o:p></span></div></div><div><div class="MsoNormal"><span style='font-family: "Tahoma","sans-serif"; font-size: 10pt;'>541-996-1251 (desk)</span><span style='font-family: "Helvetica","sans-serif"; font-size: 10pt;'><o:p></o:p></span></div></div><div><div class="MsoNormal"><span style='font-family: "Tahoma","sans-serif"; font-size: 10pt;'>541-996-1262 (fax)</span><span style='font-family: "Helvetica","sans-serif"; font-size: 10pt;'><o:p></o:p></span></div></div><div><div class="MsoNormal"><span style='font-family: "Helvetica","sans-serif"; font-size: 10pt;'><a href="http://www.driftwoodlib.org/"><span style='font-family: "Tahoma","sans-serif";'>www.driftwoodlib.org</span></a><o:p></o:p></span></div></div></div></div><div class="MsoNormal"><span style='font-family: "Helvetica","sans-serif"; font-size: 10pt;'><o:p> </o:p></span></div></div>
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