Exercises for Approachability

Walk around the reference area of your library. How well does the area meet the following suggestions for approachability?

• Provide an appropriate setting
• Maintain privacy
• Eliminate physical barriers
• Reduce desk clutter
• Lower distracting noise levels

See Answer 3

Exercises for Model Behaviours

• Print the Model Reference Behaviours Checklist if you haven't already done so.
• For a period of one week, monitor your behavior while working with patrons. Work through the Model Behaviours Checklist.
• Which behaviours are already part of your routine?
• Which behaviours 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.

About the Checklist

The impact of “model reference behaviours” was studied by the Public Library Branch of the Division of Library Development and Services in the Maryland State Department of Education. Results were published as “Improving Reference Performance: Results of a Statewide Study,” by Ralph Gers and Lillie Seward, Library Journal, November 1, 1985, pp 32-35. The Maryland group developed the “Model Reference behaviours Checklist,” which summarizes the behaviours that have the most impact on success in correctly answering questions. The checklist format was designed to let partners help each other remember to use these techniques, but it can also be used by an individual as a reminder to use effective reference behaviours.

The new remote services section of the Checklist was adapted from the following sources:

Ohiolink Chat Reference Service Manual, “Providing Chat Reference Service Guidelines: Chat Netiquette for Librarians”, March 10, 2005. Adapted from LSSI and LivePerson documentation.

Digital Reference Guidelines, Reference and Information Services Section, Standing Committee on Reference Work, International Federation of Library Associations and Institutions (IFLA), 2003. Latest page Revision: April 19, 2005.

See Answer 3

Exercises for Barriers

1. Identify possible barriers which make your reference area/service point less approachable?

See Answer 3

Exercises for Age Groups

1. Talk to colleagues about them what they do differently when working with children or older adults.

See Answer 3

Exercises for Different Cultures

Locate statistics (library statistics, census information, demographics from local Chamber of Commerce, etc.) on the percentage of people in your town from a different culture, or ESL (English as a Second Language) patrons.

See Answer 3

Exercises for Phone and Email

1. What is your library's policy/procedure for telephone reference, call backs, priority of in-person versus phone patrons, or other telephone situations?
2. Does your library use email, twitter, facebook for reference and/or as follow-up for other forms of reference?
3. What are the guidelines? Are privacy and confidentiality covered in the guidelines?

See Answer 3

Exercises for Tricky Situations

1. What is the procedure in your library for handling many people? Do you work with patrons and also take calls? If you can't answer a question completely, do you call back later? If you're not sure, talk to other staff members about the ideas suggested here.

See Answer 3