Information Request Service policy
This policy covers requests for information and research assistance received via our website, form, email, letter, fax.
It also covers enquiries received at the information desks in the reading rooms and via the telephone which cannot be answered within a short time frame.
Depending on the nature of the enquiry the Information Request Service provides:- information researched by our librarians to respond to your enquiry
- guidance on the most appropriate books, electronic resources and other information sources for you to do your own research.
| We provide services for |
You may be referred to your closest public, school or university library or another information agency if the information is available elsewhere. |
| If you are from interstate or overseas | Direct your enquiries to your own library, unless the information or resources can only be found in our Library, such as original letters, diaries and paintings. |
| What we provide |
|
| Response time | Within 7 working days |
| Extensive or ongoing research | For extensive or ongoing research, e.g. extensive family history research, newspaper searches or searches through boxes of manuscripts, we will ask you to visit the Library. You may prefer to employ a researcher from an appropriate organisation, such as: Professional Historians Association NSW Society of Australian Genealogists |
| Student enquiries | We will help you by suggesting search strategies and relevant resources. |
| Your feedback | We welcome your feedback to help us improve this service. |
Requests for copies
Requests for copies of specific items where all details are known (e.g. industrial awards, death/funeral notices, newspaper or journal articles) should be sent to our Document Supply Service. The Document Supply Service will provide an order form that includes prices.
Where all the details are not known, the request will be treated as an information request. We will aim to provide you with all the details so that you can order a copy of the item from our Document Supply Service.
Privacy
The State Library has engaged Altarama Information Systems to provide and host our installation of RefTracker software, and its associated databases, to manage our online information request service. The personal information you provide when lodging an online request with State Library enquiry services is therefore collected by Altarama Information Systems under a contract for service. State Library staff also collect and retain this information in order to respond to your enquiry.
A record of your enquiry will also be collected for statistical purposes, to determine usage of our services and provide information for future improvements.
No personal details are provided to any other individual or organisation, and access to this information is restricted to State Library and Altarama Information Systems staff responsible for delivery of the service.
Service disclaimer
We aim to provide the most current and accurate information.
We cannot assume responsibility for any errors or omissions in the information provided or for any action which relies on this information.
