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module_3_people_skills_reference_behaviours_ref-ex [2025/09/04 18:26] – ellen.forsyth_sl.nsw.gov.aumodule_3_people_skills_reference_behaviours_ref-ex [2026/03/09 16:50] (current) – michael.adams_sl.nsw.gov.au
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   * Effective actions in reference work.    * Effective actions in reference work. 
   * How you overcome barriers and make patrons comfortable during the reference interview.    * How you overcome barriers and make patrons comfortable during the reference interview. 
-  * How to handle tricky situations+  * How to handle tricky situations.
    
 Module 3 provides you with insights for working effectively with library patrons. Module 3 provides you with insights for working effectively with library patrons.
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   * Greet your patron and let them know your name.   * Greet your patron and let them know your name.
-  * Be friendly and professional+  * Be friendly and professional.
   * Use a relaxed, welcoming tone of voice.   * Use a relaxed, welcoming tone of voice.
  
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   * If you are taking the patron to or between shelves, set your walking pace to match theirs.   * If you are taking the patron to or between shelves, set your walking pace to match theirs.
   * Provide an appropriate setting and maintain privacy.   * Provide an appropriate setting and maintain privacy.
-  * Eliminate physical barriers - reduce desk clutter+  * Eliminate physical barriers - reduce desk clutter.
   * Do not divide your focus between patrons and other tasks.   * Do not divide your focus between patrons and other tasks.
   * Lower distracting noise levels.   * Lower distracting noise levels.
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 There are some other helpful resources to explore including: There are some other helpful resources to explore including:
  
-  * [[https://pls.sl.nsw.gov.au/managing-my-library/standards-and-guidelines/living-learning-libraries|Living Learning Libraries — a population approach, standards and guidelines for NSW public libraries]] has information about providing reference and information services in NSW public libraries +  * [[https://pls.sl.nsw.gov.au/managing-my-library/standards-and-guidelines/nsw-public-library-objectives-and-standards|NSW Public Library Objectives and Standards]] from the State Library of NSW has information about providing reference and information services in NSW public libraries. 
-  * [[https://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral|Guidelines for Behavioral Performance of Reference and Information Service Providers]]+  * [[https://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral|Guidelines for Behavioral Performance of Reference and Information Service Providers]] - guidelines from the American Library Association.
  
  
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   * Searching   * Searching
   * Informing   * Informing
-  * Follow-up.+  * Follow-up
  
 Approachability, making people comfortable, and asking the questions used in successful reference interviews are all reference actions. Research and studies have been done showing that these actions and behaviours improve reference service success. Working with the checklist of reference actions created from the research will help you evaluate your reference skills. Approachability, making people comfortable, and asking the questions used in successful reference interviews are all reference actions. Research and studies have been done showing that these actions and behaviours improve reference service success. Working with the checklist of reference actions created from the research will help you evaluate your reference skills.
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 Be alert to barriers to communication, such as: Be alert to barriers to communication, such as:
  
-  * The patron's discomfort or lack of familiarity with libraries +  * The patron's discomfort or lack of familiarity with libraries. 
-  * Language, cultural, or educational differences +  * Language, cultural, or educational differences. 
-  * Physical or emotional problems the patron may have+  * Physical or emotional problems the patron may have.
  
 **Physical barriers** **Physical barriers**
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   * Be aware that there are a variety of [[https://www.olg.nsw.gov.au/public/dogs-cats/responsible-pet-ownership/assistance-animals/|assistance animals]] permitted in the library.   * Be aware that there are a variety of [[https://www.olg.nsw.gov.au/public/dogs-cats/responsible-pet-ownership/assistance-animals/|assistance animals]] permitted in the library.
  
-[[https://askjan.org/articles/EAPS/upload/disetispeakingEAP.doc|Disability Etiquette Tips, Beth Loy, Job Accomodation Network, WVU.]] +[[https://askjan.org/articles/Disability-Etiquette-Tips-for-Speaking-Engagements.cfm?csSearch=26359784_1|Disability Etiquette Tips, Beth Loy, Job Accomodation Network, WVU.]] 
  
 ALIA provides guidelines for libraries setting out minimum standards for the provision of accessible and inclusive services for people with disabilities. [[https://read.alia.org.au/guidelines-library-and-information-services-people-disabilities|Guidelines on library and information services for people with disabilities]]  ALIA provides guidelines for libraries setting out minimum standards for the provision of accessible and inclusive services for people with disabilities. [[https://read.alia.org.au/guidelines-library-and-information-services-people-disabilities|Guidelines on library and information services for people with disabilities]] 
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   * Consider writing the question down or ask the patron to write it down. Patrons may not be able to write in English yet.   * Consider writing the question down or ask the patron to write it down. Patrons may not be able to write in English yet.
   * It is okay to ask another staff member for assistance, as another set of ears can help.   * It is okay to ask another staff member for assistance, as another set of ears can help.
-  * Consider using a translation app +  * Consider using a translation app. 
   * Contact the [[https://www.tisnational.gov.au/|Translating and Interpreting Service]] and access this free Government Service.    * Contact the [[https://www.tisnational.gov.au/|Translating and Interpreting Service]] and access this free Government Service. 
   * Know and use the expertise of staff members in your library or library system who can help translate. Identify other patrons in your community who may be willing to assist.   * Know and use the expertise of staff members in your library or library system who can help translate. Identify other patrons in your community who may be willing to assist.
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   * Speak clearly and not too quickly. Rapid speech may sound like a curt reply to the listener.   * Speak clearly and not too quickly. Rapid speech may sound like a curt reply to the listener.
   * Use simple, straightforward language.    * Use simple, straightforward language. 
-  * If the patron gives you a name any time during the call, write it down (phonetically)and try to use it later in the conversation.+  * If the patron gives you a name any time during the call, write it down (phonetically) and try to use it later in the conversation.
   * Asking for the borrower number can be helpful too.   * Asking for the borrower number can be helpful too.
   * If you can help them with whatever their query is, then do so. Only refer on when you can't help (they may have been through several referrals already).   * If you can help them with whatever their query is, then do so. Only refer on when you can't help (they may have been through several referrals already).
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   * Remember that customer service to patrons is your primary responsibility.   * Remember that customer service to patrons is your primary responsibility.
-  * Apply professional ethics. You will learn more about reference ethics in Module 6 see [[module_6_ethics_and_legislation_ref-ex|Module 6 Ethics and legislation]] +  * Apply professional ethics. You will learn more about reference ethics in Module 6 see [[module_6_ethics_and_legislation_ref-ex|Module 6 Ethics and legislation]]. 
-  * Use the techniques discussed in Module 2 reference interviews see [[module_2_reference_interview_skills_and_question_types_ref-ex|Module 2 Reference interview skills and question types]]+  * Use the techniques discussed in Module 2 reference interviews see [[module_2_reference_interview_skills_and_question_types_ref-ex|Module 2 Reference interview skills and question types]].
   * Be positive and helpful.   * Be positive and helpful.
  
module_3_people_skills_reference_behaviours_ref-ex.1757028364.txt.gz · Last modified: 2025/09/04 18:26 by ellen.forsyth_sl.nsw.gov.au