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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 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.
** Reference Behaviors Checklist**
Approachability
- Greet your patron and let them know your name.
- Be friendly and professional
- Use a relaxed, welcoming tone of voice.
- Go with the patron
Interest
- Maintain natural eye contact (but be aware of cultural sensitivities)
- Make attentive comments
- Give patron full attention
Listening
- Do not interrupt
- Paraphrase
Clarifying
- Allow the patron to fully explain their request before responding.
- Ask open-ended questions
- 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?”.
- 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 by restating the question and asking 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
- Try to find the answer
- Include an explanation of your search process or strategy
- 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
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
- Print the Reference behaviours checklist if you haven’t already done so.
- For one week, monitor your behavior 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.
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