Model Reference Behaviors Checklist: Face-to-Face

Observed (check) Specific Request (Write Verbatim)
Approachability
Smiles
Makes eye contact
Gives friendly greeting
Is at eye level
  
Comfort
Speaks in relaxed tone
Goes with patron
  
Interest
Maintains eye contact
Makes attentive comments
Gives full attention
  
Listening
Does not interrupt
Paraphrases
Clarifies
  
Inquiring
Probes (Asks open questions)
Verifies
  
Searching
Finds answers in first source
Searches other sources
Keeps patron informed
Offers referral
  
Informing
Speaks clearly
Checks if answer understood
Cites source
   
Follow-up
Asks "Does this completely answer your question?"
Asks other follow-up questions

Additional Model Reference Behaviors Checklist for Remote Services

Observed
(check)
 
 Be friendly!
 
 Include an explanation of your search process or strategy in your responses when possible.
 
 
 Send non-scripted information in small pieces, not large paragraphs, to help communication and reduce delay time.
 
 
 Try to let the patron know what you are doing approximately every minute - so that 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 (quickly!).
 
 
 Try to strike a balance between speed and professionalism while adapting to the customer's comfort level with the software.
 
 
 Use correct spelling, grammar, punctuation & capitalization.
 
 Fully cite all resources quoted or used in responses.
 
 Type like you talk, in a conversational manner.
 
 Use the client's name.
 
 Avoid yes/no responses. Yes/no's can be interpreted as cold and unfriendly, just as in face-to-face reference.
 
 
 Clarify confusing terminology and avoid excessive jargon. Use terminology that is understandable to the patron.
 
The checklists are part of ORE on the Web, Ohio Reference Excellence, from the Ohio Library Council, 2000-2008. Contact Ohio Library Council for information regarding design, source of materials, and for use of this page. URL is http://www.olc.org/ore/
Face-to-face checklist: The impact of these "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. You can read about them in an article by Ralph Gers and Lillie Seward in Library Journal, November 1, 1985. It's called "Improving Reference Performance: Results of a Statewide Study" (pp 32-35).  The Maryland group developed a "Model Reference Behaviors Checklist" which summarizes the behaviors that have the most impact on success in correctly answering questions. The checklist format is designed to let you and a partner help each other remember to use these techniques, but you can also use it alone as a reminder.
Remote services checklist:
Adapted from Ohiolink Chat Reference Service Manual, "Providing Chat Reference Service Guidelines: Chat Netiquette for Librarians", March 10, 2005. Adapted from LSSI and LivePerson documentation.
Last three behaviors adapted from Digital Reference Guidelines, Reference and Information Services Section, Standing Committee on Reference Work, International Federation of Library Associations and Institutions (IFLA), 2003. URL is http://www.ifla.org/VII/s36/pubs/drg03.htm. Last visited June 2008.