Module 3 Quiz

ORE on the Web (http://www.olc.org/ore/)
from Ohio Library Council 2007 (http://www.olc.org)

Ohio Reference Excellence Web-based Training, Print Version Document

1. List three physical barriers to good reference service. Are any of these a problem in your library, and if so, what do you think could help eliminate the barriers?

2. The Model Reference Behaviors Checklist outlines behaviors in eight categories. Write in the correct category for each set of behaviors listed below.

   _________________ Probes (Asks open questions), Verifies

   _________________ Speaks in relaxed tone, Goes with patron

   _________________ Asks "Does this completely answer your question?" and Asks other follow-up questions

   _________________ Maintains eye contact, Makes attentive comments, Gives full attention

   _________________ Does not interrupt, Paraphrases, Clarifies

   _________________ Smiles, Makes eye contact, Gives friendly greeting, Is at eye level,

   _________________ Finds answers in first source, Searches other sources, Keeps patron informed, Offers referral

   _________________ Speaks clearly, Checks if answer understood, Cites source

    

3. Which of these behaviors did you find the most difficult to do or most difficult to remember to do? What could you do to improve that?

4. Describe in your own words how using the Model Reference Behaviors can help improve the quality of reference service to a patron.

5. From your observations, did you find that you and everyone in your library is remembering to ask a follow-up question such as "Does this completely answer your question?" What could be done to improve the chances of using, and getting others to use, this behavior?

6. List three things that you can do to assure a quality reference experience for patrons who are physically disabled, hard of hearing, or do not see well. What do you think is the most important thing to remember when working with these patrons?

7. Describe at least three things to remember when providing reference service for children.

8. Does your library have patrons who speak another language or from another culture? What are three things that will help in working with patrons who do not speak English well?

9. In a telephone reference interview, what can you do to be "approachable" or to overcome such telephone disadvantages as voice distortion, inability to see facial expressions, or the possibility of misunderstanding or being misunderstood? Give three examples.

10. What is your library's policy or customary procedure when there are too many people at the reference desk for one person to handle easily?

11. What is your library's policy for answering the telephone while you are already working with a patron who is in the library?

Return to bottom of Review page when you finish the quiz.

ORE on the Web, Ohio Library Council, 2000-2007.
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