In Depth Reference Work

1	Only three, brief questions will be answered at one time.
2	Specialized inquiries:

	MEDICAL QUESTIONS - Only spelling, brief dictionary definitions, and factual information are provided. Opinions, interpretation, or diagnostic advice is not given.
	LEGAL QUESTIONS - Only spelling, brief dictionary definitions, and factual information are provided.
	ENCYCLOPEDIA AND DICTIONARY PURCHASE INFORMATION - Patrons who ask advice for home purchase of encyclopedias and/or dictionaries may be given brief, factual content information. The library staff should invite the patrons to visit the library to compare the various editions in the collection, and refer them to the standard buying guides and publications that compare these products.
	CONSUMER QUESTIONS - Brief, factual information will be provided by library staff over the telephone. The patron should come to the library to consult lengthy articles and / or charts. Patrons with consumer complaints against local businesses should be referred to the Better Business Bureau.
	EXAMS, CONTESTS, QUIZZES, PUZZLES AND SCHOOL ASSIGNMENTS - Patrons requesting such information are treated the same as any patron with a question. The length of time involved and the in-house circumstances, not the type of question, are the governing factor.

REFERENCE MATERIALS - The library staff will assist patrons in the use of certain library tools (e.g., the Reader's Guide, biographical dictionaries, atlases, etc.) by explaining the characteristics of the item. Staff members should be able to recognize the difference between a simple information question and an extended bibliographic search or research assignment.

Students are given quick, factual information when it is readily available but must expect to use the library in person for most assignments. When students are present in the library, the staff will explain the use of bibliographic aids, catalogs, reference tools, etc., rather than execute the assignment for the student.

CLOSING THE CALL - Let the caller know you were glad to be of service or that you are sorry you were unable to help. Whenever possible, suggest alternative sources of information.