This manual ensures that the personnel who work at the Information/Reference Desk of the James White Library, Andrews University carry out similar procedures regardless of their shift. It serves as an orientation tool and a reference guide, and gives procedures for dealing with patrons, answering reference questions, making the right referrals, handling common problems, keeping records, and maintaining the reference room as well as its equipment and supplies. It also shows the differences between services offered to the University patrons versus the community patrons. Samples of forms used at the Reference Desk are included. Contents include: Opening and Closing Procedures; Services; Reference Interview; Customer Relations; Statistics; Telephones; Computers; Printers; Finances; Circulation; Common Problems; Andrews University Patron Privileges; Community Patron Privileges; Area Libraries; Referrals; and Supplies. (AEF)