4.0 Information Policies
Board approved April 27, 2026
4.1 Service Philosophy
The library recognizes and appreciates that each question is important to the patron who asks it. Library staff will use authoritative and appropriate sources to respond to all inquiries. In some cases, staff may refer a patron to other agencies that can more completely answer a question. The number of patrons waiting for help may restrict the time available to help an individual patron. Information services staff subscribe to the American Library Association’s Code of Ethics, 2021. (Appendix B)
4.2 Reference Services
4.2.1 Legal and Tax Information
Staff provides legal definitions and specific citations from legal codes, but does not interpret passages. Staff does not recommend specific attorneys, but may suggest the patron contact an attorney or the local bar association for further assistance. Staff assists patrons in locating specific tax forms and publications, but does not interpret tax regulations or provide tax advice.
4.2.2 Medical Information
Staff assists patrons in finding information about diseases, medical conditions, tests, and treatments in print and electronic resources. Staff does not interpret the information found in these resources. Staff does not make diagnoses, give advice, or recommend specific health care professionals.
4.2.3 Research Requests
If the information needed is very lengthy or must be compiled from several sources, staff helps patrons locate appropriate materials, shows how to use them, and checks periodically to make sure the patron is progressing well. When a research question is asked remotely (phone, email, chat, etc.), staff will use authoritative and appropriate sources, directing calls to the appropriate library area as needed. Staff may ask patron to come to the library to continue research. Due to time constraints, staff will generally answer a maximum of 5 remote questions. Staff may recommend electronic resources and may make referrals to other libraries and organizations when those collections would better meet the patron’s needs.
4.2.4 Local and Family History Reference
Local and Family History specializes in information about St. Joseph County, Indiana. Staff will offer assistance as time permits with genealogy and local history research. For people outside of the SJCPL service area who request complex research assistance, there will be a charge per query. We request your payment in advance of sending the information. Research findings will be sent via email or may be given verbally over the phone. A self-addressed, stamped envelope is required for materials to be sent through postal mail. Library volunteers will assist with responding to requests for local history research.
4.2.5 South Bend Tribune Archive Scans
Local and Family History will make high-resolution scans of South Bend Tribune negatives that are not in Michiana Memory for $10 each.
4.3 Other Information Services
4.3.1 Library Computers
Staff will introduce patrons to programs, and offer basic instruction and assistance, but they may not do an individual’s project for them. Patrons needing further assistance may set up an appointment with a Library staff member. There is a per page fee for printing and faxing documents.
