There may be times you have provided an answer that could potentially be built upon by the subject librarian. You may feel that the loop / conversation is closed because AN answer was provided but there could be more helpful information.
Just like when we handle library cards that do not belong to the patron, you want to approach this with customer service, tact, and understanding.
What NOT to say:
Each of these examples can make the patron feel like we don't care or are really not interested in seeing their needs truly met. Think how it would feel to have these statements directed at you.
Good examples of referrals:
5. From there you can click on the services that you need. Then click "Continue".
6. Then you can choose what day/ time works best and click "Continue".
7. You can then decide the location of the appointment and can include any information about the assignment. Then click "Confirm".
When PRCs are staffing the Ask Us Desk and need general assistance, the librarian on-call is the first person to go to.
If students are asking a detailed and specific question on a subject area, the subject librarian would be appropriate to go to.
For Eng130 students, the on-call librarian is the first person to refer to, unless there is an unusual situation.
All Eng130 students should find resources at this library rather than be referred to the Med Library or Law Library. If their subject is too specific that this library can't serve their needs, it is time to discuss changing their topic to one that is manageable for a freshman level assignment.
You've gotten the student's information and are ready to send that email. Here's what we'd like it to look like:
Abigail who is cc’d on this email needs to write about this play XYZ. Even though we found some items on the play using the suggested database on the Theatre research guide, I’m surprised we didn’t find more having to do with costumes in the play. Do you have any other ideas?
When and how to refer patrons better served by law or medical librarians takes practice. An initial question about policy or law may develop into a research need for a specialist. Look at the links below for handouts on which library is best and a good referral method. Either way, never give Medical or Legal advice!