I. Introduction
a. Introduce yourself.
b. Include your position/title.
II. Show Interest
a. Ask how you can help.
b. Maintain word contact. In other words, make sure they know you’re paying attention or where you are at all times. For example, say ‘okay’, ‘thank you’, ‘I see’…etc. to show that you’re “listening.”
c. If you know you’re going to be “quiet” for a while, let the person know. Tell them when you’ll be back or let them know what you’re doing so they know why you’re not responding. “I’m going to search this database but I’ll still be here.” “I am going to go look on the shelves.” “I have to take this phone call, I’ll be right back.”
III. Listening/Inquiring
a. Restate provided information using your own words so they can see how you interpreted their information request.
b. Ask clarifying questions.
i. What are the details of your assignment? This is an important question to determine if you could provide them with information they might not know they need right now. APA help, for instance.
ii. What types of information sources are acceptable? (Databases, books, websites…etc.)
iii. What information have you already found?
c. Ask open ended questions.
i. What more can you tell me about your topic?
ii. How much information do you need?
d. Maintain objectivity.
IV. Searching
a. Find out what sources the student has tried.
b. Verify spelling and facts provided.
c. Explain your search process to the student.
i. Identify search terms used.
ii. Let them know which library services you are using to perform the search such as a specific database, the Internet, bookmarks or NetLibrary.
iii. Ensure they know where to find the services on the library’s website for future independent searching.
iv. When showing them how to find information on the website, make sure they open a new browser as to not navigate away from your chat window.
v. Once you have found the information, ask if it meets their needs.
V. Follow-Up
a. Ask patrons if their question has been answered completely.
b. Ask them if they have any more questions.
c. Based on the information you’ve discovered during the reference transaction as to the reason they need the information they’re seeking, suggest other library services they may find helpful in the future.
i. APA help.
ii. Other databases they may want to search for further information.
d. Let them know how to contact you or other librarians.
i. Let them know how long you will be available on Meebo and if another librarian will be at their disposable after your shift is over.
ii. Give them an e-mail address where they can contact you.
iii. Inform them of the “Ask a Librarian” e-mail option on the main library page.
iv. If necessary, provide them with a telephone number.
v. Set up an in person appointment if necessary and possible.
e. Do not end the interview prematurely. Let them end it.
General Tech Tips:
1. Use Firefox. Meebo .
2. Open a separate window for Meebo. Some of the signs of an incoming message won’t appear if more than one tab is open in the same window from which you’re accessing Meebo.
3. If you have to step away from the computer, make sure you leave an away message. To add an away message, click on the “I’m available” link underneath the smiley faces on the Meebo Buddy list window and choose the “Custom” option. A window will appear allowing you to type in a message for students to see. Be specific!
4. Don’t forget to record your shift, number of reference interactions and the nature of those questions in the RCLS Google Docs account.
Sources:
RUSA. (2007) Guidelines for Behavioral Performance of Reference and Information Services Professionals. Retrieved from http://www.ala.org/ala/rusa/protools/referenceguide/guidelinesbehavioral.cfm
~Krista Jacobson
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