Types of Questions

IM reference service is designed mainly to answer short, factual questions.

Examples might include:

• Who was the 14^th President of the United States?
• When and how did Marilyn Monroe die?
• Who are the Kiwanis and what do they do? Is there a Kiwanis organization in San Leandro?

For complex questions, the librarian on duty may refer the patron to another librarian with expert knowledge, a specialized library, or make a referral to another appropriate organization. The librarian on duty may also recommend that the patron come into the library to inquire at the Reference Desk or utilize print resources only available at the library.

Tax consultation, legal advice, or medical opinions are NOT provided by the Reference staff, neither in person, by phone, nor via instant messaging.

Turnaround Time

The Reference staff will try to respond to IM questions as soon as possible.

Confidentiality

The San Leandro Public Library respects its patrons' privacy, but it cannot guarantee the privacy of files, email, or other information stored or transmitted electronically. Please do not submit sensitive factual information to the library via email or instant messaging. When providing virtual reference, the San Leandro Public Library will only collect the minimum personal information necessary for providing effective reference.

Rules of Conduct

The San Leandro Public Library reserves the right to refuse to answer questions that are offensive and/or inappropriate, in concordance with the library's rules of conduct. If a patron does not abide by these rules, the session will be terminated and the screen name blocked.