Handling Reference Requests

On-Site Requests

1. When a researcher first enters the research facility, the staff greets the researcher and determines the research topic, relevant time period, and any helpful secondary information.
2. The staff provides the researcher with a reference card to be completed. If the researcher is returning within the same month, a continuation card should be completed by the staff.
3. If the staff knows of pertinent sources, those records can be pulled and/or suggested immediately (examples include the ready reference files, BOT proceedings, digital DI, etc.). If the staff is not aware of sources, the database should be searched and then relevant sources retrieved. It may be necessary to consult with the researcher during this process.
4. Before pulling any items, the staff should note whether or not the series has any access restrictions and then determine if there are procedures to follow to gain access to the documents. There may be a user application to complete, or the researcher may be required to write a letter requesting permission to view specific records. RS numbers that require user applications are listed below.
5. Once the researcher receives the first box of records, the staff provides a finding aid if needed and conveys the on-site research policies to the researcher (e.g. maintain the order, only remove one folder at a time, use a placeholder, etc.). Please see the policy document located at: G:\Archives\Ahxasst\ADM\UsePolicies\USERREGS.ADM.
6. If the records are in a condition to be handled and photocopied, the staff tells the researcher there is a photocopier available for 15 cents a page. The researcher can also purchase a copy card for $1.00 on the 2nd floor of the Main Library and then add however much money they wish to the card. We also allow the use of a handheld digital camera for private research only. No scanners, tri-pods, or other professional equipment are permitted.
7. The staff leaves the researcher and invites him/her to ask questions if they arise.
8. The staff writes all retrieved record series numbers and other relevant source codes on the reference card.
9. The staff keeps an eye on the researcher to ensure that careful handling and security concerns are monitored. The staff checks back with the researcher in a reasonable amount of time to inquire how the research is progressing.
10. When the researcher is ready to leave, the staff inquires as to whether or not an adequate amount of material has been found and if he/she intends to return at a later time. Make sure the researcher has made note of the series and box number for citation purposes and future retrieval.
11. The request is closed. The front and back of the reference card must be complete and accurate. Print and file all correspondence. File all other relevant user applications, policy forms, and service order forms. If possible, file reference requests in an appropriate email folder and save as space permits.

E-Mail Requests

1. The archives Illiarch email account is checked 2-3 times a day.
2. The initial request is forwarded to the most appropriate staff person for response.
3. The staff person either immediately investigates the inquiry OR sends an email response to the researcher stating the request has been received and includes a time estimate for when the researcher can expect a response.
4. Inquiries are investigated in the order they are received. The staff should pay particular attention to requests from the Chancellor's Office and other key administrative offices that merit being bumped to the front of the queue.
5. When an inquiry reaches the top of the reference queue, archives staff research appropriate sources and reply back to the researcher. At this time, the required forms are supplied to the researcher and any applicable policies and fees are relayed.
6. Staff completes a reference card for archives' statistics.
7. Staff waits to receive the completed form(s) and payment (if needed) back from the researcher.
8. Staff completes photocopying or scanning or assigns the task to a student. A proper citation including series number, box number, folder title, and repository is written on the photocopies or the first page of the packet. In the case of scans, the citation is included in the email.
9. Staff mails/emails/faxes the requested photocopies or scans to the researcher with a cover letter.
10. The request is closed. Make sure the front and back of the reference card is complete and accurate. Print and file all correspondence. File all other relevant user applications, policy forms, and service order forms. If possible, file reference requests in an appropriate email folder and save as space permits.

Phone Requests

1. When an inquiry is received via phone, the staff determines the research topic, relevant time period, and any helpful secondary information. Proper spelling may need to be clarified. The staff writes all of this down. If the researcher phones at a busy time and/or the request is complicated, the staff should encourage the researcher to send the request to illiarch@illinois.edu.
2. The staff writes down the researcher's name; dept./university/company; phone number; and email address and verifies the spelling.
3. Staff asks about the researcher's deadline for receiving the information and makes a note accordingly. The staff should pay particular attention to requests from the Chancellor's Office and other key administrative offices that merit being bumped to the front of the queue.
4. When an inquiry reaches the top of the reference queue, staff researches appropriate sources and replies back to the researcher via phone and/or email. At this time, the required forms are supplied to the researcher and any applicable policies and fees are relayed.
5. Staff completes a reference card for archives' statistics.
6. Staff waits to receive the completed form(s) and payment (if needed) back from the researcher.
7. Staff completes photocopying or scanning or assigns the task to a student. A proper citation including series number, box number, folder title, and repository is written on the photocopies or the first page of the packet. In the case of scans, the citation is included in the email.
8. Staff mails/emails/faxes the requested photocopies or scans to the researcher with a cover letter.
9. The request is closed. Make sure the front and back of the reference card is complete and accurate. Print and file all correspondence. File all other relevant user forms, policy forms, and service order forms. If email was used, if possible, file reference requests in an appropriate email folder and save as space permits.

Record Series Requiring a User Application

• Alpha Tau Omega
• American Advertising Council
• American Library Association
• Avery Brundage Collection, 26/20/37
• Daniel Curley Papers, 15/7/37
• Doris Duke indian Oral History Program Archives, 15/2/32
• Fraternity/Sorority rituals
• George Scouffas Papers, 15/7/38
• Greek Affairs Subject File, 41/62/6
• Interfraternity Council, 41/62/6
• J. Kerker Quinn Papers, 15/7/30
• James B. Reston Papers, 26/20/120
• Oscar Lewis Papers, 15/2/20
• Sophie Pregel and Vadim Rudney Collection, 15/35/56
• Student Ledger Cards, 25/3/4, 25/3/17, etc.