You need to establish clear guidelines for your users to inform them
what help is available for them to begin their own research.  I suggest
that you have a close look at the type of questions being asked.  If the
same questions crop up regularly, then perhaps you should consider
putting together a FAQ list.

Consider who is answering the questions.  What is their salary rate per
hour?  How much time are you prepared to let them spend doing research
on behalf of a client?    In other words, how much does it cost the
library to answer queries?  Can the library budget afford it?
Answering these basic questions will enable you to establish a service
rate.   Be clear in describing what services you provide free and those
which are a fee based user pays service.

Val.

> ----------
> From:         Barbara E Ware[SMTP:[log in to unmask]]
> Reply To:     Museum discussion list
> Sent:         Sunday, 21 June 1998 11:12 PM
> To:   [log in to unmask]
> Subject:      Handling research requests???
>
> Here at the History Center, we have a small library which came to us
> intact from another collection, that is open to the public for
> research
> on the local area, as well as state information.  We also have a
> genealogy section and a file of family papers generated by researchers
> over the years.
>
>  We are beginning to generate requests from people, usually by phone
> or
> email, for some substantial research on our part to answer their
> question.  Up to now, I have been doing as much as I can, but am
> wondering if there is an accepted approach for handling research
> questions that involve staff participation.  Of course, if they can
> come
>
> in to the Center, I try to help them get started with their research,
> but then it is up to them.
>
> One individual had a several part question in which he asked me to
> send
> him a couple of pages on each part of the question.
>
> Any ideas?
>
> Barbara Ware
>
> --
> Barbara E. Ware
> Librarian/Archivist
> Tampa Bay History Center
> P.O. BOX 948
> Tampa, FL 33601-0948
> email: [log in to unmask]
> homepage: http://home1.gte.net/thistory
>