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module_3_answers_and_review_ref-ex

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module_3_answers_and_review_ref-ex [2021/05/10 22:03] – judyatkinsonmodule_3_answers_and_review_ref-ex [2025/03/12 18:35] (current) – ellen.forsyth_sl.nsw.gov.au
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 **Reference behaviours** **Reference behaviours**
  
-1. Print the Reference actions checklist [[reference actions checklist ref-ex]] or access via a mobile device. +  - Print the Reference actions checklist [[reference actions checklist ref-ex|reference actions checklist]] or access via a mobile device. 
-2. For one week, monitor your actions while working with patrons and work through the checklist.+  - For one week, monitor your actions while working with patrons and work through the checklist.
  
   * Which actions are already part of your work?   * Which actions are already part of your work?
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   - Identify possible barriers which make your reference area/service point less approachable?   - Identify possible barriers which make your reference area/service point less approachable?
   - How do you access Translating and Interpreting Service (TIS) at your library?   - How do you access Translating and Interpreting Service (TIS) at your library?
-  - Research what apps are available to assist people who are hard of hearing or deaf. This link has some options to explore [[https://www.attune.com.au/2019/11/27/the-best-helpful-apps-for-people-with-hearing-loss/|Helpful apps for people with hearing loss]] .+  - Research what apps are available to assist people who are hard of hearing or deaf. This link has some options to explore [[https://deafnav.com.au/access/resources/tools|Best apps for the deaf and hard of hearing community]].
  
 Think of a shop or business you've recently visited that was new to you. How easy was it for you to find things and understand the arrangement of the facility? Your library's arrangement can be difficult to understand for anyone unfamiliar with it. Think of a shop or business you've recently visited that was new to you. How easy was it for you to find things and understand the arrangement of the facility? Your library's arrangement can be difficult to understand for anyone unfamiliar with it.
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 **[[module_3_people_skills_reference_behaviours_ref-ex#approachability|Approachability]]** **[[module_3_people_skills_reference_behaviours_ref-ex#approachability|Approachability]]**
  
-It is important during the reference interview to encourage questions by being approachable and by using verbal and non-verbal welcoming behaviors. Web sites and library online services must also demonstrate approachability to encourage patrons to use the services.+It is important during the reference interview to encourage questions by being approachable and by using verbal and non-verbal welcoming behaviours. Web sites and library online services must also demonstrate approachability to encourage patrons to use the services.
  
 //**Major Point: Being approachable encourages questions.**// //**Major Point: Being approachable encourages questions.**//
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 **[[module_3_people_skills_reference_behaviours_ref-ex#body_language|Body language and nonverbal communication]]** **[[module_3_people_skills_reference_behaviours_ref-ex#body_language|Body language and nonverbal communication]]**
  
-Use body language to show respect for patrons. Stop what you are doing and pay complete attention when listening to the question. For remote transactions, avoid long delays'.+Use body language to show respect for patrons. Stop what you are doing and pay complete attention when listening to the question. For remote transactions, avoid long delays.
  
 //**Major Point: Expressing interest in the patron's question is an essential reference action when providing face-to-face or remote services.**// //**Major Point: Expressing interest in the patron's question is an essential reference action when providing face-to-face or remote services.**//
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 **[[module_3_people_skills_reference_behaviours_ref-ex#reference_actions|Reference actions]]** **[[module_3_people_skills_reference_behaviours_ref-ex#reference_actions|Reference actions]]**
  
-Finding information needs is more successful when all reference behaviors are used:   +Finding information needs is more successful when all reference behaviours are used:   
   * Approachability   * Approachability
   * Interest   * Interest
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 **[[module_3_people_skills_reference_behaviours_ref-ex#considering_disabilities|Considering disabilities]]** **[[module_3_people_skills_reference_behaviours_ref-ex#considering_disabilities|Considering disabilities]]**
  
-It is especially important to use model reference behaviors for patrons with disabilities..+It is especially important to use model reference behaviours for patrons with disabilities..
  
 //**Major Point: We need to be sensitive to the needs of people with a disability in the library or when designing web sites and remote services.**// //**Major Point: We need to be sensitive to the needs of people with a disability in the library or when designing web sites and remote services.**//
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 **[[module_3_people_skills_reference_behaviours_ref-ex#telephone_and_email|Telephone and email]]** **[[module_3_people_skills_reference_behaviours_ref-ex#telephone_and_email|Telephone and email]]**
  
-Be professional and helpful to all patrons when providing and equitable service+Be professional and helpful to all patrons when providing and equitable service.
  
  
module_3_answers_and_review_ref-ex.1620702230.txt.gz · Last modified: 2021/05/10 22:03 by judyatkinson