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reference_behaviours_ref-ex [2020/12/01 22:20] – ellen.forsyth_sl.nsw.gov.aureference_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**
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 Part of [[Module 3 People skills, reference behaviours ref-ex]] Part of [[Module 3 People skills, reference behaviours ref-ex]]
  
-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 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**
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   * Be friendly and professional   * Be friendly and professional
   * Use a relaxed, welcoming tone of voice.   * Use a relaxed, welcoming tone of voice.
-  * Go with the patron+  * Walk with the patron to the relevant area
  
 **Interest** **Interest**
  
   * Maintain natural eye contact (but be aware of cultural sensitivities)   * Maintain natural eye contact (but be aware of cultural sensitivities)
-  * Make attentive comments 
   * Give patron full attention   * Give patron full attention
  
 **Listening** **Listening**
-        +
   * Do not interrupt   * Do not interrupt
   * Paraphrase   * Paraphrase
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 **Clarifying** **Clarifying**
  
-  * Allow the patron to fully explain their request before responding. +  * Allow the patron to explain their request before responding. 
-  * Ask open-ended questions +  * 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?”. 
-  * Use 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 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?”
-  * Use 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?”+
  
 **Verify**    **Verify**   
  
-  * Verify by restating the question and asking if you have the details correct. +  * Restate the question and ask if you have the details correct. 
   * Do not jump to conclusions.    * 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.    * Listen to the patron all the way through before deciding what the question is and how you plan to answer it. 
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 **Searching** More information will be provided in [[Module 4 Search strategies ref-ex]] **Searching** More information will be provided in [[Module 4 Search strategies ref-ex]]
  
-  * Try to find the answer+  * Assist the patron to find the answer
   * Include an explanation of your search process or strategy   * Include an explanation of your search process or strategy
   * Search other sources   * Search other sources
-  * Keep patrons informed+  * Keep patron informed
   * Offer referrals   * Offer referrals
  
 **Informing** **Informing**
-        +
   * Speak clearly   * Speak clearly
   * Check if the answer is understood   * Check if the answer is understood
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 **Follow-up** **Follow-up**
-        + 
   * Ask “does this completely answer your question?”   * Ask “does this completely answer your question?”
   * Ask other follow-up questions   * Ask other follow-up questions
- + 
-**Remote reference**  +
-         +
-  * Remote reference requires the same skills as face-to-face reference.  +
-  * Approachability is demonstrated with welcoming language and a clutter-free visual design. +
-  * Prominent links to the reference and information services on the library's web site are to be provided.  +
-  * Provide a clear statement of the scope of the service, including turn around times. Make it easy for patrons to ask questions and access reference services via the website.+
  
 **Exercise** **Exercise**
  
-  * Print the Reference behaviours checklist if you haven’t already done so. +  * Print the Reference behaviours checklist or access via a mobile device. 
-  * For one week, monitor your behavior while working with patrons. Work through the checklist.+  * For one week, monitor your behaviour while working with patrons. Work through the checklist.
   * Which behaviours are already part of your work?   * Which behaviours are already part of your work?
   * Which behaviours do you need to incorporate into your interactions with patrons?   * Which behaviours do you need to incorporate into your interactions with patrons?
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 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. 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.
- 
-Note this, like some other parts of  
-[[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]]. 
  
 [[About ref-ex]] [[About ref-ex]]
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