Service Standards

Service Standards

Research Assistance is all about meeting our users’ information needs from the most basic to highly complex. We will guide you to the best resources for your topic and will work with you to come to a satisfactory answer to your question.

  1. Welcoming and Hospitable: All reference staff are trained to help those who come to the library in person or connect with us by phone or online. Face to face users typically take precedence, although we try to keep wait time for all questions to a minimum of less than a minute. We aim for an atmosphere of friendly and open hospitality. Each person who uses our research service is treated with equal respect, regardless of age, race, gender or disability.
  2. Knowledgeable: Our trained reference librarians are familiar with the research and information needs of the Calvin community. We stay well-informed about research sources. We can assist with basic technological questions or put our users in touch with someone who can. Reference Assistants at the Help Desk are trained to assist users who have simple, basic questions and to refer all others to a librarian.
  3. Courteous: All reference staff practice good listening skills and work hard to enforce library policies, such as the rules for study zones on 3rd, 4th, and 5th floors. We pledge to respond to information requests objectively and without bias.
  4. Responsive: Reference Staff make changes in policy and practice based primarily on user feedback. We strive to resolve concerns and answer questions promptly.