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The Reference Librarian

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Regional Public Libraries and

Reference Ethics
a
Debbie Schluckebier
a
Public Services Librarian, Daniel Boone Regional Library,
Columbia, MO, 65205
Published online: 26 Oct 2008.

To cite this article: Debbie Schluckebier (1982) Regional Public Libraries and Reference
Ethics, The Reference Librarian, 1:4, 147-149, DOI: 10.1300/J120v01n04_16

To link to this article: http://dx.doi.org/10.1300/J120v01n04_16

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 REGIONAL PUBLIC LIBRARIES
AND REFERENCE ETHICS
Debbie Schluckebier

The adoption of a code of ethics relating to libraryreference work is

vital to the credibility of the reference service in the community. If a
reference staff realizes the importance of its work and strives to give
correct and unbiased information and assistance to its public, then the
library establishes a reputation for accurate and competent work. The
reference department of the Daniel Boone Regional Library works to
achieve that high level of service while at the same time responding to
each individual's question with a personal, friendly manner. Every
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question we receive over the phone or in person, by child or adult, is

answered with our reference or regular collection and with staff
knowledge of resources available not only in our collection but in the
community as well.
Perhaps the two most basic principles concerning reference work
which we emphasize to our staff are (1) protecting the rights of users,
and (2) the responsibility of reference workers to keep personal opinion
and ideas separate from their work with patrons. These policiesareeasy
to state but are hard to practice. It is difficult to give the same quality of
service to a child as to an adult when a reference worker has an expertise
in either children's literature or adult reference sources, but not in both.
For this reason each reference person in our department has a specialty
in which he or she is familiar with the literature in that field. Therefore.
if a patron asks a question concerning mutual funds or young adult
books on foster homes, for example, we can direct the patron to the
reference worker whose specialty is in that area and the patron is given
knowledgeable help. This procedure enables the patron to receive the
best service we can offer and dispels any feelings of inadequacy on the
part of the reference worker.
It is equally difficult to refrain from questioning or influencing a
patron's decision about certain topics. Sometimes reference staff find it
The author is Public Services Librarian at the Daniel Boone Regional Library, P.O.
Box 1267, Columbia, MO 65205.
0 1982 by The Hawonh Press. Inc. All rights reserved. 147
 148 THE REFERENCE LIBRARIAN

hard to give objective assistance to patrons desiring materials

concerning topics like abortion, ERA, or busing. One specific example
involves a book opposing abortion which is written in a highly dogmatic
style with graphic pictures appealing strongly to the emotions rather
than the abortion question. All of our reference staff, regardless of their
personal feelings on the issue, feel that the book is unnecessarily
pictorial in its presentation. Consequently, when a patron asks for
materials on anti-abortion, we feel uncomfortable offering this book for
selection, even though it may be exactly what the patron desires. We
have to remind ourselves that the purpose of our reference department
is to serve patron's wants and not to decide for the patron what he needs.
Another important principle reference where ethics become involved
is in the dissemination ofinformation. Because of our somewhat unique
community, our library has access to more sources of information than
an average library might have. In Columbia, Missouri we are fortunate
to have several academic and special libraries. The presence of these
sources enable us to answer specific questions, and lets the reference
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department become the middle man in obtaining detailed information

for our patrons.
For example, someone may request the symptoms and treatment of
an illness. First, we show the individual thegeneral medical information
we have in our collection. If the patron desires specific information, we
fill out a subject request card which lists a written explanation of the
request and the patron's name, address, and phone number. This card is
given to the Mid-Missouri Network whose staff will search the
University of Missouri and the Veterans Administration Hospital
Library collection for specific information. The network then returns
the material found and the request card to our reference contact person
who notifies the patron of what has been located.
The potential problem of ethics evolves when the patron wants the
library staff to interpret the information provided. If the information
received is not written in laymen's terms or the meaning is unclear, then
the patron might ask for a staff worker's interpretation. In continuing
the preceding medical example, the patron may not understand the
medical terminology used in the discussion of the illness' symptoms and
ask a staff worker what a certain statement means.
The policy that we have adopted is politely stating that we can only
provide the information, but not interpret it. We recommend medical
dictionaries which can be used by the patron to define the terminology.
But we emphasize that we only supply theinformation,and perhaps the
person should consult his physician about the new literature. Medical
 Debbie Schluckebier 149

questions can be especially difficult to handle because an individual's

health can be a sensitive subject, and sometimes the patron is anxious
about a diagnosis. Consequently, our staff is careful to search forall the
pertinent information, but not attempt to analyze it.
Ethics can be also become involved concerning consumer
information. Evaluating articles is often subjective, and personal likes
and dislikes play an important part in making the right decision about a
purchase. We urge patrons to buy products according t o the advantages
they feel are important. However, we have one patron who like to
obtain our opinion on consumer matters. She will telephone asking
what is the best buy listed in the Consumer Guide for a refrigerator, for
example. Our usual procedure is to read aloud the condensed article
which lists the price and characteristics of specific models. But then she
will ask which refrigerator we would purchase if we were buying one.
We then say that it would depend on personal preference, and perhaps
the lady should look at the difference models in person in order to make
the best decision. If she persists to know our opinion, we offer t o send
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her a copy of the article.

The right of privacy is also an ethical issue that relates to the Polk
City Directory for Columbia. We often receive long distance calls from
credit companies or other concerns wanting to know the place of
employment or business phone of a certain individual. If that
information is available in the directory, we give it to the caller. But
sometimes the person wants more information, such as the names of
neighbors. Our reference staff met to discuss whether we felt
comfortable releasing the names of "nearbys." We decided it was an
invasion of privacy,and it was enough to give only the listing about the
person involved. Therefore, we now tell callers that it is against our
policy to release names of neighbors. We d o not often receive arguments
from the callers, and we feel much better about the whole practice for it
respects the privacy of the neighbor.
Because we consider our department an important service in our
community, we try to uphold the basic code of ethics pertaining to
libraries. Hopefully, these examples of our policies confirm that
conviction. We are eager to go outside ourlibrary's physical boundaries
and tap all the possible resources in order to acquire materials or
information. But when it comes to offering advice, giving value
judgments on materials, or interpreting medical or legal information,
we are not as helpful. This type of objective but personal attitude lets us
take pride in our reputation for courteous and efficient service.