ODU Library Reference Services Policy
I. Introduction to the Policy
Purpose; Review and Maintenance; Availability
II. Reference Services Mission and Staff
Library Mission Statement; Reference Services Mission; Reference Staff
III. Reference Collection
Reference Collection Development; Accessibility of Reference Materials
IV. Reference Services
Reference Services Overview; Philosophy of Reference Services; Types of Reference
Queries; The Reference Interview; Approachability and Responsiveness; Servicing
Special Needs; Referrals of Reference Queries
V. Service Priorities
Priorities Overview; Staffing of the Reference Desk; In-Person Queries; Telephone
Queries; E-mail Queries; Faculty/Staff Research Requests
VI. Reference Desk Hours
Reference Desk Hours; Circumstances When the Reference Desk is Closed; On-call
Times; Reference Desk Schedules
VII. General Responsibilities of Reference Service Providers
Service-Oriented Philosophy and Practice; Communication among Reference Staff;
Professional Development
VIII. Ethics of Reference Services
IX. Evaluation of Reference Services
Purpose
The purpose of this Reference Services Policy is to offer general guidelines
for the provision of reference services of the highest possible quality and
provision of a foundation for implementation of a standard policy. This policy
statement is intended for use as a guide for ODU Library reference staff, a
basis for evaluation of ODU Library reference services, and a description of
services offered by the ODU Library reference staff and the extent to which
they are provided.
Review and Maintenance
The Reference and Instruction Services Librarian, in conjunction with the Director
of Library Services, is responsible for creating and updating this policy document.
Any edits to this policy statement require the approval of the Director of Library
Services. This policy is to be reviewed annually.
Availability
This policy statement will be made available upon request, whenever a question
may arise concerning the quality or scope of reference services that the ODU
Library provides.
Library Mission Statement
We, the staff of the Ohio Dominican University Library, support the quest for
knowledge by meeting the curricular needs of the university community and providing
personalized access to information while inspiring lifelong learning.
Reference Services Mission
As part of an academic institution and in support of the quest for knowledge, the ODU Library reference staff members recognize the importance of training and assisting patrons in using the library and its resources successfully to empower patrons to conduct their own research. The reference staff members consider learning how to use the library's information sources to be vital to lifelong learning. Reference services are available primarily to the ODU community.
Reference Staff
The ODU Library reference staff consists exclusively of full-time and part-time
librarians, each of whom has either a Masters in Library Science (MLS or MSLS)
or Masters in Library and Information Science (MLIS).
Reference Collection Development
To support the quest for knowledge, the library will maintain an up-to-date,
relevant, and accessible collection of reference materials, including print
and electronic resources. The collection development and maintenance of the
library's in-house reference collection is the responsibility of the Reference
and Instruction Services Librarian. Reference collection development policies
and procedures are outlined in the ODU Library's Collection Development Manual.
Use of the in-house Reference Collection is supplemented by use of online resources such as electronic databases and additional sources available through the Internet.
Accessibility of Reference Materials
Reference materials are generally non-circulating. Exceptions may be made for
faculty and teaching staff, depending on the nature of the materials, the projected
need, and the prospective period of circulation. In the case of an exception,
a reference item may circulate for 24 hours, maximum 48 hours.
The Reference and Instruction Services Librarian may give permission for reference
materials to circulate, or the librarian on duty at the Reference Desk, if the
Reference and Instruction Services Librarian cannot be reached for a decision
within a reasonable amount of time.
Additionally, reference materials are not placed on Reserve, in accordance
with the Reserves Manual and reference services policy. Since reference books
are to be readily available at all times to ODU faculty, staff, and students
and reference books do not leave the library, they do not need to be placed
on Reserve.
Reference Services Overview
ODU librarians who provide reference service may supply general information
concerning the library's resources, collections, and services, as well as specific
aid in clarifying queries and locating information. They assist patrons in finding
information and in learning how to conduct research to find information on their
own. Librarians who provide reference service do not supply answers to students'
assignments, do students' research, or compile bibliographies of information
sources, and they typically refer computer hardware and software questions to
the ODU Computer Helpdesk.
ODU Library reference services should reflect the Guidelines for Information
Services of the Reference and User Services Association (RUSA), a division
of the American Library Association. These national guidelines address the following
areas of information service:
Services - Resources - Access - Personnel - Evaluation - Ethics.
The guidelines are available at
http://www.ala.org/ala/mgrps/divs/rusa/archive/protools/referenceguide/guidelinesinformation.cfm.
Librarians who provide reference services are responsible for familiarizing
themselves with these guidelines in addition to this Reference Services Policy.
Philosophy of Reference Services
ODU Library’s librarians who provide reference service aim to provide
comprehensive services to library patrons. Comprehensive reference service can
be defined in terms of answering the query and/or providing the means for the
patron to find the answer to the query:
A. Assessing the nature of the information query and providing an appropriate
answer
B. Providing the means or method to obtain the information, as in the following
examples:
- Instructing the patron in how to research a topic, construct an effective
search strategy, or search in a particular tool in order to find the information
- Assisting the patron with finding the information
- Assisting patrons in knowing the criteria for evaluating information sources
or distinguishing between various sources; and
- Following up to ensure that needed information has been obtained or that
the means or method has been satisfactorily applied.
As part of an academic institution and in support of the quest for knowledge,
ODU Library reference staff members recognize the importance of training and
assisting patrons in using the library and its resources successfully to empower
patrons to conduct their own research. The reference staff members consider
learning how to use the library's information sources to be vital to lifelong
learning.
While librarians who provide reference service will aid in identifying the
criteria for evaluation of an information resource, they are not obligated to
interpret the intellectual content of the information found in library resources
or evaluate the information for inclusion in a student assignment.
Librarians who provide reference service are likewise not obligated to provide
assistance in formatting citations. They may refer patrons to the appropriate
resources available or refer a patron to the Write Place.
Types of Reference Queries
Reference staff will answer queries in person, by phone, and by email. Reference
staff members respond to directional queries, ready reference queries, and requests
for in-depth research assistance. Types of questions answered can be categorized
as follows:
- Direction Questions: Questions regarding the location of a person, place,
or department.
- Ready Reference Questions: Questions that can be answered in 5-10 minutes
and are not directional questions.
- In-depth Reference Questions: In-depth research questions, which require
15 minutes or more to answer.
The Reference Interview
All information needs of every library patron will be taken seriously and treated
with respect, courtesy, interest, and confidentiality (see also section VIII. Ethics).
The librarian providing reference services will conclude the reference encounter
only after providing either some information relevant to the query OR the guidance
necessary for the patron's continued pursuit of information, including, if appropriate,
instruction in the use of library resources.
Reference services should reflect the Guidelines for Behavioral Performance
of Reference and Information Service Providers, from the Reference and
User Services Association (RUSA). These guidelines outline professional behavior
in reference and information services, detailing the importance of the following:
- Approachability
- Interest
- Listening/inquiring
- Searching
- Follow-up
Guidelines for Behavioral Performance of Reference and Information Service
Providers (GBP) is available at http://www.ala.org/ala/mgrps/divs/rusa/archive/protools/referenceguide/guidelinesbehavioral.cfm.
Reference staff are responsible for familiarizing themselves with said guidelines
in addition to this Policy Statement.
1. Approachability
To help ensure successful reference transactions, librarians on duty at the
Reference Desk will be approachable and responsive to any patron within the
Reference area. The librarian on duty at the desk will therefore be “poised
and ready to engage approaching patrons” and cognizant of the need to
disengage in any non-reference activities when patrons approach to focus attention
on patron needs (section 1.2 of the GBP). This may include acknowledging the
presence of patrons through eye contact and a smile or with other attentive
and welcoming body language, a friendly greeting to initiate conversation, and
remaining visible to patrons as much as possible (GBP 1.4, 1.5, 1.6).
2. Roving
Librarians will also make themselves approachable and responsive to patrons
beyond the immediate area of the reference desk by offering assistance at the
patron’s point of need. To accomplish this, librarians on duty at the
Reference Desk will occasionally rove throughout the first floor, proactively
approach patrons, and offer assistance (GBP 1.7).
3. Concurrent Requests
Since librarians on reference duty must balance the needs of all patrons seeking
assistance, simultaneous requests will be managed at the librarian’s discretion
based upon user urgency, the number of other patrons simultaneously seeking
assistance, the types of reference queries, the availability of additional reference
staff, time constraints, and the librarian's own level of expertise.
In all cases, a reasonable effort will be made by the librarian on reference
duty to respond in a way satisfactory to the patron(s). When time constraints
intervene, the librarian may arrange to meet with the patron outside the Reference
Desk schedule or agree to find the information at a more convenient time and
report back to the patron.
4. Knowledgeable Response
Since ODU Library has no subject bibliographers, each librarian who provides
reference service is responsible for being a generalist; that is, each librarian
on duty is responsible for any question that may come to the desk.
If a query requires in-depth assistance beyond that librarian's level of expertise,
however, the patron may be referred to another librarian with more knowledgeable
in the specific subject area (see Referrals).
Servicing Special Needs
In keeping with the ODU Library’s mission to provide personalized access
to information while inspiring lifelong learning within the ODU community, the
reference staff is dedicated to providing ODU patrons with disabilities a quality
of reference services that aims to enable them to participate fully in the access
and use of resources offered, so far as is reasonably feasible. For the purposes
of this policy, “disability,” “disabilities,” and “disabled”
may refer to any mobility or sensory impairment.
Reference staff shall therefore go beyond the normal level of services to make
the library’s resources accessible to patrons with disabilities to the
extent possible. This includes, but is not limited to, the following services:
- Reading aloud headlines of online resources identified during the reference
interview
- Reading brief documents to assist in identifying resources during the reference
interview
- Retrieving needed items from the stacks.
If a patron with a disability desires a guide created by Reference and Instruction
Services, but cannot read it in the format provided, then the librarian on reference
duty will refer the patron to the Reference and Instruction Services Librarian
for assistance. In addition, reference staff will assist in photocopying if
requested; photocopying of printed material, however, is at the patron’s
expense.
The ODU Library Reference staff will work with the Academic Resource Center
and the Directory of Library Services to ensure disabled patrons have access
to the appropriate support to enable them to use the range of reference services
and library resources offered to the ODU community. If we cannot meet a patron’s
needs, we will endeavor to refer the patron to an alternative access point.
The librarian providing reference services may find it necessary or advisable
to refer patrons to other collections, services, or sources of information within
or external to the library.
1. Referrals to Other ODU Librarians
A referral to another librarian may be necessary if the librarian on reference
duty does not possess the in-depth expertise or knowledge needed to answer a
reference question.
When initiating a referral to another librarian, the librarian on reference
duty should notify the colleague of the referral and outline the sources already
checked.
If the referral is expected to be responded to immediately, i.e., the patron
is currently at hand and desiring assistance, then the librarian on duty will
first establish whether the desired librarian is available at the time before
making the referral.
If the referral is not expected to be responded to immediately, then the librarian
on duty will notify the appropriate librarian when the information/assistance
is needed and will provide patron contact information. The referred librarian
will follow up with the patron as soon as possible.
2. Referrals to Other Libraries, Institutions, Departments, Faculty, or Other Information Service Providers
Referrals to outside sources should be made only after all other possibilities
have been exhausted or the patron specifically requests such a referral.
Referrals to outside sources may be made based on the librarian's knowledge
of resources, services, or information available from other libraries, institutions,
or departments.
The librarian making the referral should (1) confirm during the reference transaction
the availability of the needed information, service, or item(s) from the recommended
outside source and (2) provide any necessary contact information or item information
to the patron.
Availability of needed items/services may be confirmed by searching other library
catalogs or by phoning or emailing ahead to verify availability of services
or items.
3. Referrals to Interlibrary Loan
Referrals to the use of Interlibrary Loan (ILLiad) should be made only after
having determined that the requested item(s) are not owned by the ODU Library,
not available online, and not available via the OhioLINK Library Catalog.
In addition, the librarian providing reference services should ensure that
the patron has a sufficient bibliographic citation and should assist the patron,
if necessary, in initiating an ILLiad user account or properly filling out the
Interlibrary Loan Request Form.
Priorities Overview
In general, the reference staff seeks to provide equality of service to all
patrons. In the case of multiple synchronous requests for service, the librarian
on reference duty will typically give first priority to in-person requests,
then second and third priority to telephone and email requests, respectively.
The librarian on reference duty will use the guiding principles outlined herein
to supplement his or her best judgment in prioritizing the requests.
Staffing of the Reference Desk
The Reference Desk is staffed by a professional librarian during Reference
Desk hours, which are posted on the library’s web site (www.ohiodominican.edu/library/help/ask).
While on a Reference Desk shift, the librarian on duty will maintain a visible
presence at the Reference Desk, unless the shift is on-call, according to the
Reference Services Policy guidelines (see Reference Desk Hours in section VI).
Exceptions may include such events as the necessity to assist patrons away from
the desk, roaming during downtime to inquire proactively whether any patron
needs assistance, and to take a break during longer reference shifts.
Reference staff are assigned to specific scheduled hours and will render services
at their scheduled times and remain in Spangler throughout their shift, most
of that time at the Reference Desk. Scheduled reference hours take priority
over other work obligations, with the exception of requested instruction or
any event in which the Reference Desk closes (see Reference Desk Hours). The
following guidelines should apply to staffing of the Reference Desk:
1. Acknowledging the importance of approachability, the librarian on duty will
not spend time away from the Reference Desk to attend to lengthy or repeated
non-reference services duties during the Reference Desk shift unless the shift
is on-call.
2. To ensure our availability to patrons, if the shift is on-call, the librarian
on duty will remain in Spangler during the entirety of the shift.
3. Circulation desk coverage and related responsibilities and tasks should
typically be maintained by non-reference personnel, to help ensure Reference
Desk coverage by reference personnel.
4. Librarians who provide reference service are to maintain familiarity with
all policies of the ODU Library (available at http://www.ohiodominican.edu/library/about/buildpol);
and while staffing the Reference Desk, the librarian on duty should be a model
of the building’s policies on cell-phone use, noise, drink, and food.
In-person Inquiries
Services to library patrons in the reference area takes priority over any other
activity. Librarians on duty at the Reference Desk must balance the needs of
all patrons in the area and must use judgment in determining how best to serve
the patrons simultaneously needing assistance.
In the event of a lengthy in-depth reference search, the librarian on reference
duty may provide a patron with materials to help the patron start researching,
then turn to assist other patrons, returning to the first patron as soon as
feasible. Or the librarian on duty may request assistance from another member
of the reference staff.
Telephone Queries
Lower priority is given to responding to telephone calls than responding to
patrons in the reference area. The librarian on duty at the Reference Desk is
responsible for responding to telephone calls. Information given is then generally
only brief responses, including typically no more than three bibliographic or
catalog verifications for an individual telephone user.
When the reference area is busy, the librarian on duty will respond to a telephone
call during a reference exchange at the Reference Desk, but may do one or more
of the following as deemed appropriate to the circumstances by the librarian:
- Put the caller temporarily on hold;
- Take the caller's name and contact information and call or email him/her
back;
- Encourage the caller to come to the library for reference assistance
Email reference (refdesk@ohiodominican.edu),
which also supports text message inquiries, is designed primarily to answer
brief, factual questions such as verifying a bibliographic citation, looking
up spelling or a definition of words, or finding addresses of companies. Librarians
providing email reference service aim to provide reliable information, but patrons
must determine which sources meet their particular needs.
Librarians providing email reference service will not provide the following
via email reference:
- Information confidential to the university or its departments
- Answers to quiz/test questions or in-depth research (e.g., compiling a
bibliography, searching through multiple issues of a periodical)
- Lengthy research consultations, unless necessary
- Delivery of electronic full-text of articles, except under extenuating
circumstances, based on the librarian’s judgment.
Email reference can attend to research-related tasks, including brief instruction
in using the library online catalog, databases, and other library resources.
For in-depth research consultation, librarians may request the patron make an
appointment, in the form of an in-person meeting. Questions which require intensive
research or extensive answers cannot be answered using the electronic reference
service.
In the case of receiving questions inappropriate for reference service, librarians
will direct the patron to a source able to answer the questions (e.g., MLA style,
in which case we would refer the patron to the Academic Resource Center). ODU
Library’s librarians reserve the right to terminate an email exchange
in the event of abusive, obscene, threatening or harassing messages or false
identification.
To ensure patron privacy, reference queries by emails are accessed only by
ODU librarians. The library retains no identifying personal information in the
long term. Some e-mail with identifying information may be retained temporarily
so that reference staff may refer to earlier information when answering ongoing
reference questions. After 30 days, names and email addresses of any emails
maintained on file are erased and only the content of the email is retained.
This email reference service is intended primarily for Ohio Dominican University
students, staff, and faculty. Patrons outside the ODU community may be referred
to other information service providers outside of ODU.
To ensure timely responsiveness to patrons, the librarian(s) responsible for
Email Reference will regularly check mail and respond within 24 hours, with
the exception of weekend questions, which may be responded to on the following
Monday, and holidays when the library is closed.
It is the responsibility of the librarian who responds to the email to make
note of the query in the Reference Statistics binder.
Faculty/Staff Research Requests
Faculty/staff research requests will be responded to in a timely manner by
librarians providing such service, with reference service taking priority over
other duties.
Phone messages and email requests from faculty/staff should be responded to
initially within the same window of time as any email query: within one day,
with the exception of weekend queries on the following Monday. If the librarian
contacted is out of the office, initial response should then be made as soon
as possible.
Generally, the liaison best suited to respond to such a request will be responsible
for a reply. If the faculty/staff has not submitted a research request form
online, then the liaison will be responsible for completing a research request
form on the F drive to enable accurate statistics gathering. The librarian who
replies to the request will also be responsible for entering the statistics
in the three-ring binder at the Reference Desk.
Reference Desk Hours
Regular reference hours are listed on the Ask a Librarian page (www.ohiodominican.edu/library/help/ask).
The Reference Desk remains open during the following special events if those
events fall under Reference Desk regular hours:
- Annual High Tea (April), sponsored by the alumni of ODU’s Library
and Information Sciences program
- Countdown to Commencement
- Matriculation Ceremony
- ODU Day
If a librarian is scheduled to be on the desk at the time of one of the events
above and desires to attend that event, prior arrangements should be made to
ensure Reference Desk coverage by another librarian.
Circumstances When the Reference Desk is Closed
The Reference Desk is closed when Spangler Learning Center is closed. Regular
reference hours are listed on the Ask a Librarian page (www.ohiodominican.edu/library/help/ask).
The Reference Desk closes during the following special events and times if
those events fall under Reference Desk regular hours so that the librarians
may attend these activities:
- Commencement (if necessary)
- Convocation
- Orientation (if necessary)
- RPD Group Meetings
- University Assembly
Additional conditions may necessitate the closing of the Reference Desk during
regular hours, such as the following:
- If instruction is requested at the same time that the requested librarian
is to be on the Reference Desk and no other coverage can be provided, based
on the judgment of the Reference and Instruction Services Librarian.
- A power outage, in which services cannot be performed. Decision to close
the Reference Desk to be determined by the the Reference and Instruction Services
Librarian or in that librarian’s absence the librarian on duty at that
time.
In the event of closure during regular hours, appropriate signage should be
posted at the desk notifying patrons of the closure duration and, when possible,
of the reason for the closure. This is the responsibility of the Reference and
Instruction Services Librarian or, in the absence of this individual, the librarian
scheduled to be on duty at the Reference Desk immediately prior to the closure
of the Reference Desk.
On-Call Times
The times when a librarian on reference duty may be on-call are determined
by the Reference and Instruction Services Librarian in consultation with the
Director, Library Services.
Typically, on-call times are as follows:
- Staff Meetings
- Most library committee meetings
- During Spring Break
- During Winter Break
- Summer—Daytime hours only (9 am – 4 pm)
- Any day when there are no classes but the library remains open—daytime
hours only. (Evenings are not on-call due to the continuous LEAD program offerings.)
Examples: Monday after Easter weekend, Finals Week.
Reference Desk Schedules
Reference Desk shift schedules are created by the Reference and Instruction
Services Librarian to ensure reference service availability and are to be used
by the librarians who staff the Reference Desk, as well as the Circulation Services
staff.
These schedules should also include RPD Group meeting times, CCD Committee
meeting times, and Staff Meeting times and may include additional pertinent
information regarding availability of reference staff or times for additional
meetings.
Review of the schedule and adjustments to the schedule are a team effort, involving
those who staff the Reference Desk. Changes to the schedule should be indicated
on the schedule as needed.
Service-Oriented Philosophy and Practice
The reference staff will treat all library patrons with respect and demonstrate
a willingness to assist patrons in fulfilling their information needs and inquiries
to the full extent of the reference philosophy stated in this policy.
Reference assistance to library patrons is the chief responsibility of the
librarian on duty at the Reference Desk. In order to encourage users to seek
assistance, librarians providing reference service will be approachable at all
times during the reference shift, whether the communication is in person, by
phone, or by email. Librarians may do other work at the Reference Desk but should
not become so engrossed in other work that they fail to respond to patrons needing
assistance.
Reference staff will provide all patrons reference service that aims to enable
the patron to participate fully in the access and use of resources offered,
so far as is reasonably feasible. This includes patrons with disabilities, patrons
on campus, and patrons off campus—all within the ODU community.
Reference staff will deal with problem patrons in a polite but firm manner.
If a patron becomes abusive, appropriate action should be taken by calling Security
at 4700.
Reference staff will exercise judgment when questions are asked at the Reference
Desk near the time the Reference Desk is to close. The patron may be asked to
return in the evening or the next day, respectively, if it appears that the
question will require lengthy research.
The primary purpose of Reference Desk telephone is for reference service. All
other calls should be kept to a minimum. Library patrons should not use the
Reference Desk telephone unless making a call on campus in pursuit of an academic
need or in the event of an emergency.
(Refer also to Approachability and Responsiveness in section IV of this Policy
Statement.)
Communication among Reference Staff
Librarians who provide reference service will communicate in a timely fashion
any appropriate information directly related to the reference function.
All librarians who provide reference service are responsible for creating and
sharing research assignment alerts according to the procedures agreed upon by
the Reference Professional Development (RPD) Group, in which the reference staff
members are encouraged to participate (details available in the RPD Group Meeting
Minutes for December 15, 2005).
Professional Development
Continued professional development is essential to the provision of quality
reference service. Hence librarians providing reference service will maintain
an ongoing awareness of trends and developments related to reference librarianship,
through opportunities such as follows:
- Attendance of RPD Group meetings
- Reading of relevant professional literature
- Continuous review of new reference titles
- Other professional opportunities as available
ODU librarians who provide reference service strive to attain a high level
of competency in using the library's online catalog and databases, print materials
in the library’s Reference Collection, and a basic level of competency
in utilizing other services to which the ODU Library has access. Reference staff
members are also responsible for maintaining ongoing awareness of new developments
within the ODU Library that may affect reference services (e.g., new policies,
new equipment or software that may be used in reference service).
Reference staff members are encouraged to attend RPD Group meetings regularly
in pursuit of the RPD Group charge: “Composed of the librarians who provide
reference service at ODU Library, the RPD Group identifies and shares with each
other information about new and existing reference resources and services beneficial
to the ODU community. To promote professional development, members will share
information obtained through any relevant workshops, experience with products,
and/or anecdotal information with the group. Relevant activities will be reported
at regular library staff meetings.”
All reference queries are considered confidential, and the privacy rights of
the patron will be respected. Except in a professional context in discussion
with other library staff, librarians who provide reference service will not
discuss patron reference encounters with others. (Refer also to Email Reference for further information on ethics of email reference service and patron privacy.)
In general, the professional behavior of the ODU Library reference staff should
reflect the professional ethics as outlined in the Code of Ethics of the
American Library Association, available at
http://www.ala.org/ala/aboutala/offices/oif/statementspols/codeofethics/codeethics.cfm.
All librarians providing reference service are involved in the recording of
reference inquiries. Statistics and record keeping are essential in providing
a factual base for review of reference service, staffing levels, and/or participation
in professional surveys. Each librarian on reference duty is responsible for
recording the appropriate statistics during his or her shift; each librarian
responding to email requests, phone requests, or faculty research requests off
the desk is responsible for entering those entries in the binder at the Reference
Desk.
A set of reference/instruction statistics is gathered by Reference and Instruction
Services and turned in to the Office Manager on a monthly basis. These statistics
reflect number of reference queries daily, monthly, and cumulatively. Reference
and Instruction Services is responsible for compiling the data. These statistics
have been chosen because they are needed for yearly library surveys or university
reports. The type of statistics tabulated should not be changed without the
consent of the Director, Library Services.
The Reference and Instruction Services Librarian will periodically evaluate
the services provided. This may be done using various methods, such as with
analysis of statistics gathered, user satisfaction surveys, the retaining of
patron comments for the purposes of future evaluation, or with anecdotal evidence
or surveys from the librarians who provide reference service.
Page last updated: 1 October 2008
Author: Christina
L. Bonner, Reference & Instruction Services Librarian
