Policy Title: Library Virtual Reference Policy 
Policy Number: LP-022
Type of Policy: Library 
Last Reviewed Date: May 2025 
Next Review Date: July 2028 
Responsible Administrator: Dean of Libraries 
Policy Owner: Library
Contact Name: Sonya Gaither 
Contact Title: Dean of Libraries 
Contact Email: Library@clayton.edu 

Policy Statement:
The Clayton State University Library Virtual Reference Policy follows the recommendations outlined in the Reference and User Services (RUSA) Guidelines for Implementing and Maintaining Virtual Reference Services of the American Library Association. 

Reason for Policy:
Library policies are created to assist students, faculty/staff, and community users with developing a welcoming and inviting study and research space within the library facility. Each policy explains who, how, and when the library building, resources, etc. can be accessed. In the event library property becomes lost or damaged, or there is a disturbance during operating hours, policies and procedures explain how these matters will be resolved. 

Policy Scope: 
This policy applies to all Clayton State University library employees and all patrons that use the Clayton State University library virtual reference service.

Policy: 
Guidelines

• Clayton State Library’s virtual reference service is for anyone who has a question relating to Clayton State University, Clayton State Library, library resources or general reference information. 
• We use Springshare’s LibChat and LibAnswers to facilitate our virtual reference service.
• Transcripts for frequently asked questions or for complex questions may be saved for training purposes or adapted for the library’s FAQ.
• Springshare’s software collects statistics.
• Patrons can use the service anonymously.
• Staff will not answer questions about a patron’s library transactions (overdue fines, material checked out, renewals, etc.) through virtual reference. See V. Procedures below.
• The service will be monitored by librarians and appropriately trained staff during designated hours when the library is open, and during the academic semester when classes are in session.
• This service does not provide legal, medical, or financial advice. 

 

Appropriate Behavior 

• Staff will not tolerate inappropriate behavior on the service. This will be handled at the discretion of the staff member.
• No obscene or derogatory remarks will be tolerated.
• No solicitation of goods, services or “spam” will be tolerated.
• Please refrain from typing in all capital letters.
• Patrons should not give out personal information such as credit card numbers or social security numbers. 

 

Procedures: 

If a library staff member or librarian is not able to answer a question, requests for collaborative assistance through the group chat feature may be requested. Otherwise, library staff may arrange for a liaison librarian to contact the patron for further assistance. 

Library staff will not answer questions about a patron’s library transactions (overdue fines, material checked out, renewals, etc.) through virtual reference. These inquiries will be forwarded to the Access Services Librarian. 

Patrons will need to access the library’s electronic resources to view full-text articles. Students, staff, or faculty of Clayton State University who cannot access a full text journal article due to a lack of availability will be given citation information and taught how to make an interlibrary loan request. 

There is no set amount of time to spend with a patron; however, some questions may require we refer the patron to a liaison librarian. The patron may be asked to come into the library for more assistance, assisted by phone, or emailed a more in-depth response. 

 

Definitions:

Virtual reference: Reference service initiated electronically where library patrons employ computers, tablets, smartphones, or any other Internet technology to communicate with reference staff but without being physically present.  

 

References/Sources:

1. Reference and User Services (RUSA) Guidelines for Implementing and Maintaining Virtual Reference Services 

Policy History: 

Revision Date	Author	Description
01/01/2014	Library Leadership	Effective date
11/12/2019	Library Leadership	Update link
04/08/2025	Library Leadership	Reformatted to new template