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--- reference_behaviours_ref-ex [2020/12/01 21:53] – created ellen.forsyth_sl.nsw.gov.au
+++ reference_behaviours_ref-ex [2020/12/15 01:16] (current) – created - external edit (Unknown date) 127.0.0.1
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-**Specific behaviors and actions improve reference service success**
+**Specific behaviors and actions to improve reference service success**
-Reference behaviors — a checklist
+**Reference behaviors — a checklist**
 Part of [[Module 3 People skills, reference behaviours ref-ex]]
-In addition to approachability, working with the checklist of reference behaviours, making patrons comfortable, and using successful reference interview skills will ensure peak effectiveness when working with a reference patron.  Consistently followed, these powerful techniques can have a much greater impact on the success of reference than the size of the collection or the number of years of experience and education of the staff.
+In addition to approachability, working with this checklist of reference behaviours, making patrons comfortable, and using successful reference interview skills will assist effectiveness when working with a patron.  Consistently followed, these techniques can have a greater impact on the success of reference than the size of the collection or the number of years of experience and education of the staff.
-Reference Behaviors Checklist
+**
+Reference Behaviours Checklist**
-    Approachability
+**Approachability**
-        Smile
-        Make eye contact
-        Give a friendly greeting
-        Make natural eye contact
-    Comfort
+  * Greet your patron and let them know your name.
-        Speak in a relaxed tone
+  * Be friendly and professional
-        Go with the patron
+  * Use a relaxed, welcoming tone of voice.
+  * Walk with the patron to the relevant area
-    Interest
+**Interest**
-        Maintain eye contact
-        Make attentive comments
-        Give patron full attention
-    Listening
+  * Maintain natural eye contact (but be aware of cultural sensitivities)
-        Do not interrupt
+  * Give patron full attention
-        Paraphrase
-        Clarify
-    Inquiring
+**Listening**
-        Ask open-ended questions
-        Verify
-    Searching
+  * Do not interrupt
-        Try to find the answer
+  * Paraphrase
-        Search other sources
-        Keep patrons informed
-        Offer referrals
-    Informing
+**Clarifying**
-        Speak clearly
-        Check if the answer is understood
-        Cite sources
-    Follow-up
+  * Allow the patron to explain their request before responding.
-        Ask “does this completely answer your question?”
+  * Ask open-ended questions to encourage the patron to expand on the request e.g. “please tell me more about your topic?” or “what additional information can you give me?” or “how much information do you need?”.
-        Ask other follow-up questions
+  * Ask questions to refine the search query e.g. “what have you already found?” or “what type of information do you need?- books, articles etc.” or “do you need current or historical information?”
-    Additional Virtual Reference — Specific Behaviors
+**Verify**
-        Be friendly
-        Include an explanation of your search process or strategy in your response
-        Send non-scripted information in small pieces to help communication and reduce delay time
-        Try to let the patron know what you are doing approximately every minute, which ensures the patron does not feel abandoned
-        If you must be away from the transaction, send something for the patron to review or read until you return
-        Try to strike a balance between speed and professionalism when adapting to the patron’s comfort level with the software
-        Use correct spelling, grammar, punctuation, and capitalization
-        Fully cite all sources quoted or used in responses
-        Type like you talk — conversationally
-        Use the patron’s name if they have provided it.
-        Avoid yes/no responses. These can be interpreted as cold and unfriendly.
-        Clarify confusing terminology and avoid excessive jargon.
-Exercise
+  * Restate the question and ask if you have the details correct.
+  * Do not jump to conclusions.
+  * Listen to the patron all the way through before deciding what the question is and how you plan to answer it.
-    Print the Model Reference Behaviors Checklist if you haven’t already done so.
+**Searching** More information will be provided in [[Module 4 Search strategies ref-ex]]
-    For a period of one week, monitor your behavior while working with patrons. Work through the Model Behaviors Checklist.
-    Which behaviors are already part of your routine?
-    Which behaviors 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.
-It’s helpful to observe other staff members who are successfully working with patrons and learn from them.
+  * Assist the patron to find the answer
+  * Include an explanation of your search process or strategy
+  * Search other sources
+  * Keep patron informed
+  * Offer referrals
-Note this, like some other parts of
+**Informing**
-[[Reference excellence - self paced reference and information services training]]  has been adapted from work from Ohio.  You can [[http://oreonline.olc.org/modules/module-3-communicating-patrons/module-3-model-behaviors/|see their list here]].
+  * Speak clearly
+  * Check if the answer is understood
+  * Cite sources
+**Follow-up**
+  * Ask “does this completely answer your question?”
+  * Ask other follow-up questions
+**Exercise**
+  * Print the Reference behaviours checklist or access via a mobile device.
+  * For one week, monitor your behaviour while working with patrons. Work through the checklist.
+  * Which behaviours are already part of your work?
+  * Which behaviours do you need to incorporate into your interactions with patrons?
+  * Record the spoken questions or instructions used when working with the patron.
+  * You may wish to discuss your results with your supervisor.
+It’s helpful to observe other staff members who are successfully working with patrons and learn from them. Make sure you ask if this is okay.
 [[About ref-ex]]