Reference and Readers’ Advisory Policy

Purpose

The purpose of this policy is to define the scope, availability, and limitations of Reference and Readers’ Advisory Services provided by Schaumburg Township District Library. These services support the Library’s mission to help the community learn, explore, and enjoy new ideas by connecting patrons with information, resources, and reading materials that meet their needs and interests.

Schaumburg Township District Library is committed to helping our community learn, explore, and enjoy new ideas. The Library maintains an extensive collection encompassing print, digital, and audiovisual formats. Furthermore, Library staff deliver confidential consultation services, assisting patrons in the effective identification and retrieval of resources that align with their specific informational and developmental interests.

Reference Services

Reference Services are provided by trained Library staff who work collaboratively with patrons to locate, interpret, and use information. These services may include, but are not limited to, assisting with research questions, finding factual information, and helping patrons learn how to use library tools, technology, and online resources.

Reference staff may provide one-on-one assistance to support patrons’ reference needs.

Readers’ Advisory Services

Readers’ Advisory Services are provided by Library staff who assist patrons in discovering books, authors, and other materials they may enjoy. Staff use their training, familiarity with the Library’s collections, and knowledge of reading interests and trends to suggest titles and create recommendation lists.

Readers’ Advisory Services are distinct from Reference Services in that they are more closely tied to a patron’s reading preferences rather than informational needs. During Readers’ Advisory conversations, staff may share personal reading insights when appropriate to support the discovery process.

Responsibility

Schaumburg Township District Library follows the American Library Association’s Code of Ethics and the Library Bill of Rights. All patrons, regardless of age, background, identity, or circumstance, receive the same level of respect, privacy, and care. All questions, requests, and reading interests are treated seriously and without judgment.

Library staff provide information and recommendations in a neutral and professional manner. Staff do not advocate for specific viewpoints and strive to support informed, independent decision-making by patrons.

To provide accurate and reliable information, staff rely on trusted and reputable sources. Patron records and personal information are kept confidential and may be shared only when required by law, provided that appropriate documentation is submitted.

Services

Reference and Readers’ Advisory assistance is available whenever the Library is open and is managed by a third-party chat service when the Library is closed. Priority of service is given to patrons on site, and then they will be answered promptly through other means, such as telephone, mail, or online chat.

Library staff strive to acknowledge and respond to all questions and requests. When a question requires resources beyond those available through the Library, staff may refer patrons to another library, organization, or agency.

Answering patrons’ questions takes priority over all other staff assignments and the source of an answer should always be cited.

Reference and Readers’ Advisory Services are provided free of charge. Staff may offer individualized assistance with activities such as, but not limited to:

  • Learning to use Library databases and digital resources
  • Navigating the internet
  • Getting started with devices, applications, or Library technology

Appointments for extended assistance may be scheduled when appropriate.

There is no cost to use Library materials. Charges apply only for optional services, such as printing, photocopying, or use of Interlibrary Loan. Staff will inform patrons in advance if any fees are applicable.

Limits of Services

Some requests fall outside the scope of the Library’s services. Library staff guide patrons to available materials and resources, but do not provide professional or personal advice.

Library staff may not:

  • Provide medical, legal, financial, or tax advice
  • Recommend specific businesses or professional service providers such as physicians, attorneys, or daycare providers
  • Handle sensitive personal information, including Social Security numbers, financial account details, or passwords
  • Complete or submit forms on behalf of patrons
  • Type, translate, or read entire documents aloud
  • Provide appraisals of books, artwork, antiques, or other collectibles
  • Provide tutoring or homework assistance beyond identifying relevant resources

To ensure equitable access to services for all patrons, staff may need to limit the amount of time spent assisting any one individual. Assistance may be provided by different staff members through multiple visits, depending on availability and service demands.

The following services are restricted to Schaumburg Township District Library cardholders only:

  • Remote access to paid databases and subscription services
  • Museum or Zoo passes

Most other services are available through reciprocal library agreements, but are subject to change.

Approved by Schaumburg Township District Library Board of Trustees, February 16, 2026.