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E-Mail Reference - Frequently Asked Questions


E-mail Reference Services Form

Who can use this service?

K-State Libraries' E-Mail Reference Service is provided to support the research and educational needs of the Kansas State community (students, faculty, and staff) and other citizens of the state of Kansas. We will also accept questions that relate specifically to Kansas State University and its resources.

If you do not qualify for this service consider:
Consulting your local public library or a local school/university library.
Visiting a free online reference service such as:

What types of questions are appropriate?

We will respond to all questions with an answer, a referral, or a request for clarification. Questions which are most likely to be answered include, but are not limited to the following:

What types of questions can not be answered by this service?

We are not able to perform lengthy research projects through this service. Other requests that we are not able to fulfill include, but are not limited to the following:

  • Family History
  • Creating a lengthy bibliography
  • Creating a lengthy list of addresses, names, businesses, etc...
  • Checking a long list of items
  • Requests for photocopies faxes, or copies of microfilm or microfiche
  • Requests for medical, legal, financial, or tax advice
  • Questions which require typing extensive excerpts or summaries
    e.g. "Could you tell me what the encyclopedia says about Germany?"
  • Requests for renewals, recalls, holds, annex retrievals, or other services provided by the Circulation department
  • Interlibrary loan requests

If your question is not appropriate for this service you might consider making an appointment with a Subject Librarian, contacting the Hale Library Help Desk for suggestions on how to proceed, or consulting an online reference Internet site.

What information should I include about my question?

In general, include as much contextual and background information as possible. It is also helpful to include:

  • a short statement of the purpose of your request (this will help us provide a more relevant answer)
  • any pertinent names, dates, places, etc...
  • names of sources you have already checked
  • a deadline, if you have one
  • a short description of what you already know about your question provide a more precise and useful answer)
  • list of keywords pertaining to your topic

How long will it take my question to be answered?

Although we can make no guarantees, we will make every effort to respond to your question by the next business day.

If the question is complex it might be forwarded to a Subject Librarian. In this event you should get an answer within 3 working days. If your question is forwarded to a subject librarian, you will receive a copy of the forwarded message.

In some cases the initial response you receive may be a request for clarification, context, or additional information.

What happens to my question after I submit it?

Reference librarians will check for incoming questions throughout the day, each day that the main Library (Hale) is open. By the next business day you will receive one of four possible replies:

  • An answer
  • A message indicating that your question is unable to be answered through this service. In this event we will suggest alternate sources that you can consult. We may advise you to visit a local library for more in depth assistance
  • A request for clarification or further information
  • A copy of a message indicating that we have forwarded your question to an appropriate subject librarian
If you wish to check on the status of your question, you can e-mail us at

What should I do if I need an answer right away?

If you need immediate assistance, you have several options available to you:

What should I do if my question is too complex for this e-mail service?

If your question will be difficult to describe adequately by e-mail or if your question will be difficult to answer electronically, we suggest that you do one of the following:

E-Mail Reference Services Form
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