Specific behaviors and actions to improve reference service success

Reference behaviors — a checklist

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 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 Behaviours Checklist**

Approachability

• Greet your patron and let them know your name.
• Be friendly and professional
• Use a relaxed, welcoming tone of voice.
• Walk with the patron to the relevant area

Interest

• Maintain natural eye contact (but be aware of cultural sensitivities)
• Give patron full attention

Listening

• Do not interrupt
• Paraphrase

Clarifying

• Allow the patron to explain their request before responding.
• 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 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

• 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.

Searching More information will be provided in Module 4 Search strategies ref-ex

• Assist the patron to find the answer
• Include an explanation of your search process or strategy
• Search other sources
• Keep patron informed
• Offer referrals

Informing

• 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

Module 1 Overview of the reference process ref-ex

Module 2 Reference interview skills and question types ref-ex

Module 3 People skills, reference behaviours ref-ex

Module 4 Search strategies ref-ex

Module 5 Reference resources ref-ex

Module 6 Ethics and legislation ref-ex

Module 7 Roving reference ref-ex

Module 8 Local studies ref-ex

Module 9 Family history ref-ex

Module 10 Children ref-ex

Module 11 Young Adults ref-ex

Module 12 Corporate Library Services ref-ex

Module 13 Technology reference services ref-ex