Ohio Reference
Excellence
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Model Behaviors
Specific behaviors and actions improve reference service success.
Model Reference Behaviors
Approachability, making people comfortable, and asking the
questions used in successful reference interviews are all
reference behaviors. Research and studies have been done showing that these behaviors and
actions improve reference service success. Working with the checklist of model behaviors
created from the research will help you evaluate your reference skills.[1]
The Checklist
The tested techniques in the Model
Reference Behaviors Checklist are effective in helping find the real information need
and making sure the need is met.
Consistently followed, these very powerful techniques can have
a much greater impact on the success of reference than the size of the collection, the
number of years experience of the staff, the number of staff, or the level of education of
the staff.
These techniques are not difficult to practice. We all use
some of these techniques from time to time. But successful reference librarians are
consistent in using the model reference behaviors.
Guidelines for Virtual Reference Behaviors
Virtual reference requires many of the same skills necessary
for other forms of reference. However, "the absence of a physically present patron
and the different modes of communication may call for additional skills, effort, or
training to provide quality service..."
What are the guidelines?
- Exhibit professional competencies essential for successful reference.
- Follow standard guidelines of reference service (such as reference interviewing).
- Follow guidelines for behaviors and interpersonal communication practices.
- Demonstrate skills in the effective use of online communication, as well as awareness of
problem areas when conducting reference interviews online.
- Treat patrons' and colleagues' online communication, including stored transcripts or
records, as private and confidential.
Specific behaviors are described on the Remote
Services/Chat page, and have been added to the Model
Reference Behaviors Checklist.
Major Point: Model reference behaviors will improve the success of your reference
work.
- 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.
Answer Key
Physical and communication barriers
1. About the Checklist:
The impact of "model reference behaviors" 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 in "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
Behaviors Checklist," which summarizes the behaviors 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 behaviors.
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.
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Model reference behaviors enhance the reference process:
approachability, comfort, interest, listening, inquiring, searching, informing, and
follow-up.
Smile, make eye contact, and give a friendly greeting.
 Look at recommendations for behaviors and management of virtual
reference services from Facets of Quality for Digital Reference
Services, Virtual Reference Desk, Version 5, June 2003. Complete guidelines for
establishing digital reference services in libraries.
"The facets are divided into two main categories: user transaction and service
development/management. The user transaction category includes those components that occur
during the question-answering process (i.e., accessibility, prompt turnaround, clear
response policy, interactive, and instructive); these features are generally visible to
the user."
Guidelines
for Behavioral Performance of Reference and Information Service Providers now have 3
categories for reference behaviors: general, in-person, and remote.
Guidelines emphasize that "the shift away from in-person encounters has not lessened
the need for good communication skills." Remote guidelines are "specific to
reference encounters by telephone, email, chat, etc., where traditional visual and
non-verbal cues do not exist."
Approachability.
(1.8 ) Should provide prominent, jargon-free links to all forms of reference services from
the home page of the library's Web site, and throughout the site wherever research
assistance may be sought out. The Web should be used to make reference services easy to
find and convenient.
Interest
(2.6) Maintains or re-establishes "word contact" with the patron in text-based
environments by sending written or prepared prompts, etc., to convey interest in the
patron's question.
(2.7) Acknowledges user email questions in a timely manner.
(2.8 ) States question- answering procedures and policies clearly in an accessible place
on the Web. This should indicate question scope, types of answers provided, and expected
turnaround time.
Listening/Inquiring
(3.10) Uses reference interviews or Web forms to gather as much information as possible
without compromising user privacy
Searching
(4.11) Uses appropriate technology (such as co-browsing, scanning, faxing, etc.) to help
guide patrons through library resources, when possible.
Follow-up
(5.9) Suggests that the patrons visit or call the library when appropriate
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Overview
Interview
Strategies
Resources
Ethics