Reference: General Instructions

General Principles

Audience

We are happy to assist patrons of all kinds, provided that their questions are within our scope to answer. They do not need to be affiliated with Pacific University.

Scope

The PUA assists patrons with questions concerning primary sources within the Archives and the institutional history of Pacific University. We may also give advice on how to conduct archival research in general. Normally, we do not answer questions having to do with subjects that the Archives does not collect; such questions should be referred to another source of assistance.

Time Limits & Response Time

We try to respond to reference requests within 2 business days. If more time is required to answer, reply to the patron with a note on how much time will be required, or (in the case of holidays) set up an auto-response with this information. As a general rule, no more than 60-90 minutes should be spent on a single reference request. If you believe that a question is out-of-scope for the Archives, or that it will take more than one hour to answer, please ask the Archivist for assistance in responding. See also the FAQ page on Questions that take a long time to answer.

Style

Patrons should be addressed in a helpful, professional and courteous manner. We avoid making value judgments or offering speculative opinions on their research. 

Tips for Live & Phone Questions

• 1. Welcome the patron and ask how you can help them. If you are on the phone, don't forget to identify yourself. 

  2. Listen carefully to the patron and identify what sort of information he/she needs. Repeat the question back to the patron in your own words to make sure you understand it. If necessary, help them to narrow down their focus. Example: "So you would like to find any records we have related to John Smith. Is there any particular piece of information about him that you are looking for?"

  3. Once you have identified the patron's question, take down some notes right away, so that you can keep track of important names and dates.

  4. If you can answer the question immediately, do so and then record it in RefTracker

  5. If you need more time to answer the question, be sure to write down the patron's name and a means of contacting him/her. For instructions on answering questions via email, please see below under "Written Questions: Step-by-Step Instructions."

Written Questions: Step-by-Step Instructions

• 1. Read the patron's question very carefully, making note of exactly what information is being requested.

  2. Whenever possible, respond to questions via email rather than by letter. If you must mail a letter, use this Letterhead Template. The general format for a response should be:

Dear [Firstname Lastname],

Thank you for your question regarding [topic]. [Answer question here; see our Frequently Asked Questions for cut-and-paste responses.]

Please let me know if we can be of other assistance.

Sincerely, 

[Firstname Lastname]

[Your title, e.g. Archives Assistant]

• 3. Record the question in  RefTracker