The document outlines eight goals for librarians to follow when conducting reference work: 1) Respect all patrons and do not discriminate, 2) Set priorities and handle requests in the order received, 3) Be thorough in search techniques and offer options for incomplete answers, 4) Consider both sides of controversial issues, 5) Set hours that mirror school hours, 6) Teach information gathering skills, 7) Remember users' rights as outlined in the Library Bill of Rights, and 8) Do not charge students for services that are already supported by taxes.

1. Important things to remember when conducting Reference WorkCreated by Kathryn Poland

2. Role as a librarian:Must be ethical in our behavior even when there are not clear cut choices.We are largely responsible for monitoring our own behaviorWe must help students in the Reference process and be willing to show them how to find their answer. Here are some goals to remember when assisting students through the reference process.

3. Goal #1: Respect all patronsDo not intimidate studentsUse nonverbal cues correctlyDo not discriminate based onClothesConductCharacteristics in general

4. Goal #2: Set priorities during reference queriesHandle request in the order they are receivedRequest made in-house receive first attentionDo not give unfair preference due to Use of certain medium (phone, e-mail, etc.)Time limitations

5. Goal #3: Be thorough in the search techniqueStudents will accept whatever service the librarian providesIt is the librarian’s duty to offer options if the answer in incompleteInterlibrary loan or other remote locationFinding a more complete answer will require more time and effort.

6. Goal #4: When dealing with controversial issues, both sides must be considered.Follow the Library Bill of RightsWe must deal with social norms that usually dictate against the consideration of the minority viewpointIf we don’t consider both sides then we erode the foundation of the democratic process.

7. Goal #5: Hours that serve the studentsHours should mirror the school hoursA professional librarian should be available during the times that the library is open.

8. Goal #6: Teaching should be woven into the information gathering process.School libraries should work towards developing life-long learnersReference work involves two jobs:Provide answers to queriesTeach the skill necessary for students to be self-sufficient in finding information

9. Goal #7: Must remember user’s rights.Library Bill of Rights gives minors the same rights as adultsAny information in the library should be made available for students to access.

10. Goal #8: Paying for servicesTry not to charge students for computer printout, photocopying, etc.Why? School is already supported by taxesNot all students are able to pay for services.