Ohio Reference
Excellence
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Module  People
Ohio Reference Excellence
Model behaviors and actions in the reference interview improve service.
You must be able to communicate effectively with all library
patrons in order to provide quality reference service. Recommended actions and behaviors
for the reference process promote effective communication. People skills are essential!
What You Will Learn in Module 3
What are model behaviors in reference work? How can you
overcome barriers and make visitors comfortable during the reference interview? How do you
handle tricky situations, too many people, telephone reference, or special groups of
people? Module 3 provides you with insights for working effectively with all library
patrons.
What's New? Virtual Reference Behaviors
Virtual reference behaviors are listed on the Model Behaviors page and throughout the module. Email reference is covered on the phone/email page. Virtual reference
requires many of the same communication and interpersonal skills as face-to-face
reference, but "the absence of a physically present patron and the different modes of
communication may call for additional skills, effort, or training."
Approachability
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Track library bloggers for Library 2.0 and social software news
Before you start, talk with your supervisor. Information about
completing project requirements is in Supervisor Tips.
London Public Library
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