Model Behaviours
From SLNSW
Contents |
Model Reference Behaviours
Specific behaviours and actions improve reference service success.
Model reference behaviours which enhance the reference process are; approachability, comfort, interest, listening, inquiring, searching, informing, and follow-up.
Approachability, making people comfortable, and asking the questions used in successful reference interviews are all reference behaviours. Research and studies have been done showing that these behaviours and actions improve reference service success. Working with the checklist of model behaviours created from the research will help you evaluate your reference skills.
The Checklist
The tested techniques in the model reference behaviours checklist are effective in helping find the real information need and making sure the need is met.
Consistently followed, these very powerful techniques can have a much greater impact on the success of reference than the size of the collection, the number of years experience of the staff, the number of staff or the level of education of the staff.
These techniques are not difficult to practice. We all use some of these techniques from time to time. Successful reference librarians consistently use the model reference behaviours.
Roving reference
Current library trends involve taking the services to the people. The patron does not need to come to the inquiry or reference desk, the staff member go to the area in the library where the question is being asked?
For more information about this go to Module 7 which has detailed information about providing a roving reference service.
Guidelines for Virtual Reference behaviours
Virtual reference requires many of the same skills necessary for other forms of reference. However, "the absence of a physically present patron and the different modes of communication may call for additional skills, effort, or training to provide quality service...?"
What are the guidelines?
- Exhibit professional competencies essential for successful reference.
- Follow standard guidelines of reference service (such as reference interviewing).
- Follow guidelines for behaviours and interpersonal communication practices.
- Demonstrate skills in the effective use of online communication, as well as awareness of problem areas when conducting reference interviews online.
- Treat patrons' and colleagues' online communication, including stored transcripts or records, as private and confidential.
Adapted from Guidelines for Implementing and Maintaining Virtual Reference Services
Specific behaviours are described on the Remote Services Chat page, and have been added to the Model Reference behaviours Checklist.
Major Point: Model reference behaviours will improve the success of your reference work.
Exercise
- Print the Model Reference behaviours Checklist if you haven't already done so.
- For a period of one week, monitor your behavior while working with patrons. Work through the Model behaviours Checklist.
- Which behaviours are already part of your routine?
- Which behaviours do you need to incorporate into your interactions with patrons?
- Record the spoken questions or instructions used when working with the patron.
- Discuss your results with your supervisor.
About the Checklist
The impact of "model reference behaviours" was studied by the Public Library Branch of the Division of Library Development and Services in the Maryland State Department of Education. Results were published as "Improving Reference Performance: Results of a Statewide Study," by Ralph Gers and Lillie Seward, Library Journal, November 1, 1985, pp 32-35. The Maryland group developed the "Model Reference behaviours Checklist," which summarizes the behaviours that have the most impact on success in correctly answering questions. The checklist format was designed to let partners help each other remember to use these techniques, but it can also be used by an individual as a reminder to use effective reference behaviours.
The new remote services section of the Checklist was adapted from the following sources:
Ohiolink Chat Reference Service Manual, "Providing Chat Reference Service Guidelines: Chat Netiquette for Librarians", March 10, 2005. Adapted from LSSI and LivePerson documentation.
Digital Reference Guidelines, Reference and Information Services Section, Standing Committee on Reference Work, International Federation of Library Associations and Institutions (IFLA), 2003. Latest page Revision: April 19, 2005.
