Q. What are the guidelines for Reference Services?

The Central Library is the primary reference resource for the Austin Public Library system. Assistance is provided in person at the library or by phone, email, or text. Librarians will offer training and instruction as appropriate so customers can become self-sufficient library users. 

Walk-In Reference
Austin Public Library reference librarians provide accurate information in a prompt, impartial, and courteous manner to users of all ages and backgrounds. Librarians will be available on the 3rd through 6th floors of the Central Library to assist customers in locating the most appropriate resources for their needs. We assist customers with the Digital Resources as well as the physical collection. 

Telephone Reference
Librarians can briefly answer questions on any subject, search the catalog for holdings, assist with the library's digital resources, and provide customer account information.

When a telephone reference request requires more than ten minutes of staff time, staff may submit the question to the Ask a Librarian service for further research. Customers will receive a response within 24 hours. Users requiring in-depth research will be encouraged to come to the library. Customers may be limited to three questions per day. 

Customers may request searches for items held at the Central Library, but no more than three items may be requested by phone per day. Items can be held at the Central Library or transferred to a branch. The turnaround for shelf searches is three to four hours.

Ask a Librarian
The Library provides quick answers, research help, and information about Library collections and services by email and text. The response time is usually the same day but may be up to 24 hours. Customers may be limited to three questions per day. 

Limitations on Types of Questions 
Librarians cannot provide information that could be considered legal, tax, or medical advice. Librarians will offer as much assistance and instruction as time allows to answer a question, but customers may be referred to resources to continue their own research or receive referrals to other libraries or organizations for further assistance. Librarians can help customers begin searches for a service or a product but do not conduct comparison shopping. 

Homework Assistance 
Librarians at the Central Library provide reference, research and homework assistance to students at all levels. 

Printing
The staff can print pages from electronic sources for walk-in and telephone customers and may charge $.20 per page depending upon the request. Printing/copying costs $.20 per page in the Library.