Designed for the reference staff at the Golda Meir Library, University of Wisconsin-Milwaukee, this manual functions as a guide to insure a uniform standard of service, to explain the duties and responsibilities of the reference staff, and to provide step-by-step explanations of how a variety of procedures are performed. The purpose of the reference room is explained, the goals and ethics of the reference service are set forth, and the referrals policy is discussed. Detailed policies and procedures are presented for three areas: (1) Reference Department Staffing--librarians, library interns, information/microform student employees, other student employees, and civil service employees; (2) Reference Services--information desk, reference desk, mail requests, telephone service, interlibrary loan, database services, microforms area, bibliographic instruction, special services, and services not provided; and (3) Reference Collection--general collection policy, specific collection policies, location policies, and handling procedures. (KM)