Reference Behavioral Guidelines: Introduction

The face of Reference Services has changed significantly since the original RUSA Guidelines for Behavioral Performance were first published in 19961. Intended to be used in the training, development, and/or evaluation of library professionals and staff, the Guidelines have subsequently been favorably evaluated by the profession, and currently enjoy widespread acceptance as standards for the [...]

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Graduate Student Minority Workshop Today

We may get questions about the location of this workshop today.  Here is the scoop on this non-library meeting:
Location: Library East, Room 1a
Time: Monday, Oct. 26, 4 pm – 7:30 pm
Sponsor: UF Graduate Minority Programs
Title: Graduate Student Workshop

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Behavioral Guidelines for Reference

Do you ever consider what you might look like to a person who is walking up to the circulation desk or the reference desk?  Is your manner welcoming or off-putting?  Do you snarl or smile?
Our behavior greatly impacts how users interact with us at public service points, whether they trust us with their questions and [...]

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Reference Behavioral Guidelines: Approachability

Reference Thursdays Comments (3)

In order to have a successful reference transaction, patrons must be able to identify that a reference librarian is available to provide assistance and also must feel comfortable in going to that person for help. In remote environments, this also means placing contact information for chat, email, telephone, and other services in prominent locations, to make them obvious and welcoming to patrons. Approachability behaviors, such as the initial verbal and non-verbal responses of the librarian, will set the tone for the entire communication process, and will influence the depth and level of interaction between the staff and the patrons. At this stage in the process, the behaviors exhibited by the staff member should serve to welcome the patrons and to place them at ease. The librarian’s role in the communications process is to make the patrons feel comfortable in a situation that may be perceived as intimidating, risky, confusing, and overwhelming.

To be approachable, the librarian:

General
1.1    Establishes a “reference presence” wherever patrons look for it. This includes having Reference Services in a highly visible location and using proper signage (both in the library and on the library’s Web site) to indicate the location, hours, and availability of in-person and remote help or assistance.

1.2    Is poised and ready to engage approaching patrons. The librarian is aware of the need to stop all other activities when patrons approach and focus attention on the patrons’ needs.

1.3    Acknowledges others waiting for service.

1.3.1    Employs a system of question triage to identify what types of questions the patrons have when more than two patrons are waiting. Frequently asked questions, brief informational questions, directional questions, and referrals can be answered quickly, allowing more time to devote to in-depth reference questions.

In Person

1.4    Establishes initial eye contact with patrons, and acknowledges the presence of patrons through smiling and attentive and welcoming body language.

1.5    Acknowledges patrons through the use of a friendly greeting to initiate conversation, and by standing up, moving forward, or moving closer to them.

1.6    Remains visible to patrons as much as possible.

1.7    Roves through the reference area offering assistance whenever possible. Librarians should make themselves available to patrons by offering assistance at their point-of-need rather than waiting for patrons to come to the reference desk. To rove successfully, the librarian should:

1.7.1    Be mobile. Get the patrons started on the initial steps of their search, then move on to other patrons.
1.7.2    Address the patrons before addressing their computer screen. Patrons are more likely to confide in librarians and discuss their needs if they do not perceive the librarians as “policing” the area.

1.7.3    Approach patrons and offer assistance with lines such as, “Are you finding what you need?” “Can I help you with anything?” or “How is your search going?”

1.7.4    Check back on the patron’s progress after helping them start a search.

1.7.5    If the reference desk has been left unattended, check back periodically to see if there are patrons waiting for assistance there.

Remote
1.8    Should provide prominent, jargon-free links to all forms of reference services from the home page of the library’s Web site, and throughout the site wherever research assistance may be sought out. The Web should be used to make reference services easy to find and convenient.

jronan @ November 5, 2009

Behavioral Guidelines Readings

Reference Thursdays, Training Comments (0)

Endnotes

1.    RUSA. “Guidelines for Behavioral Performance of Reference and Information Services Professionals.” RQ, 36 (Winter 1996) 200-3.

2.    For example, see: Gatten, Jeffrey N., and Carolyn J. Radcliff. “Assessing Reference Behaviors with Unobtrusive Testing.” In Library Evaluation: A Casebook and Can-Do Guide, ed. Wallace, Danny P. and Connie Van Fleet. (Englewood, Colorado: Libraries Unlimited, Inc., 2001), 105-115.

3.   Virtual Reference Desk. “Facets of Quality for Digital Reference Services, Version 5.” June 2003. Available: http://www.vrd.org/facets-06-03.shtml [ Return to text ]

4.    Gers, Ralph and Lillie J. Seward. “Improving Reference Performance: Results of a Statewide Study.” Library Journal, November 1, 1985. 32-35.

5.   Whitlatch, Jo Bell. “Reference Service Effectiveness.” RQ, Winter 1990. 205-220.

6.   Saxton, Matthew L. Evaluation of Reference Service in Public Libraries Using a Hierarchical Linear Model: Applying Multiple Regression Analysis to a Multi-Level Research. Ph.D. Dissertation, UCLA, 2000.

7. Ross, Catherine Sheldrick and Patricia Dewdney. “Negative Closure: Strategies and Counter-Strategies in the Reference Transaction.” Reference & User Services Quarterly, 38(2) 1998. 151-63.

jronan @ October 29, 2009