[SOA] Patron Response Guidelines - seeking feedback

[Kayla Harris]

Hi colleagues,

As we have seen a rise in reference queries coming to us via email, we
would like to establish some guidelines both to help our department
internally, and that we could communicate back to users about response time
expectations.

For example, we are thinking of loosely categorizing things (on the
internal side) such as if it's an instruction request thats a "Priority 1"
and we will get back to them with X days, whereas a general reference
question from an outside researcher might have to be a "Priority 3" where
we aim to get back to them in Y days.

Does anyone have this more formalized in their institutions that they'd be
willing to share? Even if not formal, sharing your general guidelines is
appreciated! Thanks so much,

Kayla

-- 
Kayla Harris, CA, DAS
Director, Marian Library
Associate Professor
University of Dayton
300 College Park, Dayton OH 45469-1360
kharris2 at udayton.edu <kharris at udayton.edu> | 937-229-1347

Marianist Educational Associate
<https://udayton.edu/rector/fac-staff-formation-opportunities/marianist_educational_associates.php>
- Ask me about the Marianist charism!
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