Module 3

From SLNSW

Model behaviours and actions in the reference interview improve service

You must be able to communicate effectively with all library patrons in order to provide quality reference service. Recommended actions and behaviors for the reference process promote effective communication. People skills are essential.

What you will learn in module 3

What are model behaviors in reference work? How can you overcome barriers and make visitors comfortable during the reference interview? How do you handle tricky situations, too many people, telephone reference or special groups of people? Module 3 provides you with insights for working effectively with all library patrons.

Online reference behaviours

Online or virtual reference behaviors are listed on the model behaviors page and throughout the module. Email reference is now part of a revised phone / email page. Online or virtual reference requires many of the same communication and interpersonal skills as face-to-face reference but "the absence of a physically present patron and the different modes of communication may call for additional skills, effort or training".

Don't forget before you start - talk with your supervisor. Information about completing project requirements is in Tips for supervisors.