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Specific behaviors and actions improve reference service success
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.
Reference Behaviors Checklist
Approachability
Smile
Make eye contact
Give a friendly greeting
Make natural eye contact
Comfort
Speak in a relaxed tone
Go with the patron
Interest
Maintain eye contact
Make attentive comments
Give patron full attention
Listening
Do not interrupt
Paraphrase
Clarify
Inquiring
Ask open-ended questions
Verify
Searching
Try to find the answer
Search other sources
Keep patrons 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
Additional Virtual Reference — Specific Behaviors
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
Print the Model Reference Behaviors 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 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.
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 see their list here.
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 9 Family history ref-ex