SUBJECT:  REFERENCE POLICY

I. 	PURPOSE

The Library provides a well-trained, customer-focused staff to supply patrons with the 
best resources to meet their information needs in an accurate, efficient, timely and 
professional manner. This policy statement serves as a foundation for developing 
procedures and for providing clarification to patrons and staff concerning reference 
services.

II. 	SCOPE

Reference services and materials are available to all persons. Service is provided in 
response to inquiries made in person, by telephone, by electronic means or by mail.

Generally print reference materials are used on the library premises. Print reference 
materials may circulate at the discretion of staff. Online subscription databases are 
available to all patrons for in-house use.  Remote access to online subscription databases is 
limited to Naperville card holders.

Answering reference questions takes precedence over all other staff assignments. Priority 
is given to in-person requests.  

III. 	PROVISIONS

Professional librarians and trained library associates provide reference services. Staff 
members receive ongoing training that includes reference interviewing techniques, 
readers’ advisory service, information technology, and bibliographic instruction. All staff 
members treat each patron and question with respect, consideration and confidentiality. 
In serving the patrons, the staff adheres to the American Library Association’s Code of 
Ethics. (See Appendix I) 

Reference services are usually provided free of charge. In situations where the Library 
incurs an identifiable expense, a charge may be passed on to the patron. 

All answers will be factual and sources will be cited. Staff members do not offer personal 
opinion, advice or interpretation as fact. In particular, staff members are not qualified to 
offer legal, medical and financial advice. Homework questions are treated like all other 
questions, and staff works with local schools to support assignments.







Appendix I: ALA Code of Ethics
As members of the American Library Association, we recognize the importance of codifying and 
making known to the profession and to the general public the ethical principles that guide the work 
of librarians, other professionals providing information services, library trustees and library staffs.
Ethical dilemmas occur when values are in conflict. The American Library Association Code of 
Ethics states the values to which we are committed, and embodies the ethical responsibilities of the 
profession in this changing information environment.
We significantly influence or control the selection, organization, preservation, and dissemination of 
information. In a political system grounded in an informed citizenry, we are members of a 
profession explicitly committed to intellectual freedom and the freedom of access to information. 
We have a special obligation to ensure the free flow of information and ideas to present and future 
generations.
The principles of this Code are expressed in broad statements to guide ethical decision making. 
These statements provide a framework; they cannot and do not dictate conduct to cover particular 
situations.
I.	We provide the highest level of service to all library users through appropriate and usefully 
organized resources; equitable service policies; equitable access; and accurate, unbiased, 
and courteous responses to all requests.
II.	We uphold the principles of intellectual freedom and resist all efforts to censor library 
resources.
III.	We protect each library user's right to privacy and confidentiality with respect to 
information sought or received and resources consulted, borrowed, acquired or transmitted. 
IV.	We respect intellectual property rights and advocate balance between the interests of 
information users and rights holders. 
V.	We treat co-workers and other colleagues with respect, fairness, and good faith, and 
advocate conditions of employment that safeguard the rights and welfare of all employees 
of our institutions. 
VI.	We do not advance private interests at the expense of library users, colleagues, or our 
employing institutions. 
VII.	We distinguish between our personal convictions and professional duties and do not allow 
our personal beliefs to interfere with fair representation of the aims of our institutions or the 
provision of access to their information resources. 
VIII.	We strive for excellence in the profession by maintaining and enhancing our own 
knowledge and skills, by encouraging the professional development of co-workers, and by 
fostering the aspirations of potential members of the profession. 
Adopted June 28, 1997, by the ALA Council; amended January 22, 2008.


NAPERVILLE PUBLIC LIBRARY						     Policy No. 
220



Date Approved :  11/17/90; Revised & Approved: 6/5/02 Rev’d & Approved: 7/28/04; Rev’d & 
Approved: 7/19/06; Approved: 7/16/08; Approved 7/21/10