On the following page is a sample of a question referral form. Your own library probably has a form it currently uses. Should you not have a form, you can use or adapt the one on the next page.
Nearly all question referral forms contain the same basic elements.
They are designed to prompt you to get the right kinds of information when you interview the patron and to provide a convenient way to pass along all that information when you refer questions. You can find a more detailed explanation of the kinds of information needed in Chapter 3.
Also, throughout this manual are supplementary forms designed to help you ask pertinent questions about specific kinds of requests -- you can find forms for poem questions or automobile questions, for example.
You may want to use both a general and a specific form to be sure you have everything you need from the patron.
The most important thing to remember about completing forms is to put down everything the patron has told you. The more information you provide with your referred question, the better chance you have of getting a helpful answer back. What may seem to be a trivial detail may be just the clue needed.
Do not let the size or shape of your referral form stop you from writing a detailed question!
No one will mind if you add extra pages, write on the back, attach photocopies, or use any other method that provides more information. The lack of enough information on referred questions is the single most common reason that patrons' questions don't get answered completely. Remember that the people who work on the questions have not talked to the patron, haven't asked the patron any questions, and don't know the background of the patron. They can only work from the information that you provide.
If you find that you do not have all the information called for on the form, try to get back to the patron before sending the question on. Working on a question when all the information needed is not available wastes your time and the time of others who work on it, and gives less than optimum service to your patron.
Following the general referral form, you will find forms for specific types of questions including medical and legal questions. Quite often you will not understand the subject the patron is inquiring about, but using these forms, you can gather enough information to search effectively yourself, or make a good referral to obtain an answer.
Go to Reference Question Worksheet.
Back to Referring Questions.
Back to Table of Contents.
Back to MORE Home Page.