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SILLIMAN UNIVERSITY LIBRARY SYSTEM

your access to information in dynamic ways

 

Purpose:


The virtual reference service aims to provide remote assistance to patrons for research, information inquiries, and technical support using digital communication platforms such as emails and chat.  This service ensures timely, reliable, and user-friendly support in alignment with the library's mission.

1. Availability of the Service

  • Hours of Operation:
  • The Silliman University Library virtual reference service operates from 8:30 AM to 7:00 PM for weekdays and 9:00 am to 2:00 pm for Saturdays.
  • No virtual library services on Sundays.
  • Extended hours may be available for special events or during exam periods.
  • Response Time:
  • Inquiries will be responded to within 24 hours on business days. For complex requests, an initial response will be sent acknowledging receipt and providing an estimated resolution time. However, response may be delayed based on number of patrons inquired. 

2. Communication Channels

  • Chat:
  • Use the library's chat platform for real-time assistance. Available during working hours for quick questions and inquiries.
  • Email:
  • Best for in-depth inquiries, research assistance, or when users need detailed responses. Aim to provide responses within 1 business day. However, for unpresedented circumstances and complex requests the statement on response time may apply. 
  • Call or Video Call (Optional):
  • Available by appointment for in-depth consultations, training, or demonstrations of research tools.
  • Social Media (Optional):
  • The library uses Facebook Messenger to respond to general inquiries and guide patrons to appropriate resources.

3. Types of Inquiries Handled

  • Research Help:
  • Assisting with locating books, articles, and other resources.
  • Offering advice on research strategies.
  • Assisting with citation and reference questions.

 

  • Technical Support:
  • Helping patrons access digital resources (e.g., databases, e-books), EDS, library website, OPAC and other resource discovery.
  • Troubleshooting issues with library accounts, access credentials, or platform navigation. 

 

  • General Information:
  • Answering frequently asked questions about library services, policies, and events.

 

  • Referral Services:
  • If the inquiry is outside the expertise of the virtual reference staff, patrons will be referred to a subject librarian/subject specialist or external resource.

4.  Professional Standards

  • Timeliness:
  • Respond promptly to all inquiries. If the query requires more time, provide an estimated response time and maintain communication until resolved.

 

  • Tone and Language:
  • Professionalism, courteousness, and approachability is strictly obeserved.
  • The use clear, concise language is recommended. Ambigious terms are strictly discouraged, appropriate and proper explaination shall be added if necessary.

 

  • Privacy and Confidentiality:
  • Users privacy is highly respected.Sharing and storing of personal information beyond what is necessary to resolve their inquiry is highly discourage.

 

  • Accessibility:
  • Ensure that all communications are accessible to users with disabilities. The use of accessible formats and offering alternative modes of communication should be done if necessary.

 

5. Expectations from Patrons

  • Clear Communication:
  • Patrons are encouraged to provide as much detail as possible in their inquiry, including the specific problem or resource they are looking for.

 

  • Response Time for Follow-Up:
  • Patrons are expected to response the form provided by the Library.
  • Patrons are expected to follow up within a reasonable time frame (e.g., 2-3 days) to ensure their inquiries are handled efficiently.

 

  • Courtesy:
  • As library staff maintain a respectful and professional tone, patrons are expected to do the same in their communications.

 

6. Limitations of Service

  • Complex Research Assistance:
  • While the virtual reference service offers research guidance, complex or in-depth research may require an in-person consultation or a referral to a subject specialist.

 

  • Technology Constraints:
  • Technical issues may arise, such as poor internet connection or platform downtime. If this occurs, staff will work to resolve the issue or provide an alternative solution.
  • For the meantime, since the library staff and librarians are still arranging the library materials in the main library building delay of replies in various virtual platforms are expected.

 

  • Legal and Medical Advice:
  • Virtual reference services do not provide legal or medical advice. Users with such inquiries will be directed to appropriate resources for informational purposes only.

 

7. Evaluation and Improvement

  • Patron Feedback:
  • Periodically collect feedback from patrons to assess the quality of the virtual reference service and identify areas for improvement.

 

  • Staff Training:
  • Ensure that all staff members involved in virtual reference services are trained on the platforms, communication standards, and handling various types of inquiries.

 

  • Service Updates:
  • Regularly review and update the guidelines to adapt to new technologies, patron needs, and best practices.

 

Contact Information:

For more information about the virtual reference service, please email us at askthelibrary@su.edu.ph or visit the Library’s Website.

 

Virtual Reference Service Guidelines and Policy

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