Question-answering and patron interaction follow the Reference and Users Services Association (RUSA) Guidelines for Behavioral Performance for Reference and Information Services Providers.
Professional Competencies for Reference and User Services Librarians are outlined in detail on RUSA's site.
See also the Virtual Reference Skills Training outline, as this directly affects our training and service criteria, also found on RUSA.
Reference has moved into two focal points:
1. Instructional
--Helping patrons learn, one - on- one, using subject specialists as well (Note: see discussion below in this column for a staffing tiered approach to help make this succeed)
2. Being where the customer is
--Online (through chat, email, SMS texting, social media), roving, at the desk, in the community
White Plains NY Director Brian Kenney’s article: “The Changing World of Library Reference” (August 2016) http://www.publishersweekly.com/pw/by-topic/industry-news/libraries/article/71322-we-need-to-talkabout-reference.html
Retrieved 4/10/17.
Our Reference Team realizes that there is a LOT of information and plenty of resources for the development of a curriculum, so we'd like to highlight our priorities here.
1. Basic reference interview training (including first-level knowledge of resources, source evaluation, and a basic understanding of library options including subject specialists, for patrons) for all staff who provide question-answering. Rationale: Most library customers do not differentiate between someone who is designated as an expert, specialist, or a degreed librarian when asking basic level questions or have a basic level information need - in person and virtually. This could be simply:
2. Curriculum development is important, and it is equally essential to have the 'how to' aspects in order to effectively implement a curriculum. There are three critical areas:
a. Staffing
b. Job descriptions/responsibilities
c. Accountability
a. Staffing: We have developed a three-tiered staffing model (1. Front Line staff = anyone who interacts with library patrons in person and online; 2. Designated Reference Staff/Librarians; 3. Subject Specialists) . See attached draft document (- currently being edited by our group). This would help staff learn when to guide patrons to the next level (not so much as a referral, but viewed as a partner or team member in order to assist patrons).
Goals:
b. Job descriptions/responsibilities: We have found that if a duty specifies "reference" but does not describe what this means, it is left up to an interpretation that may exclude some services, such as virtual reference. Who covers the online service? When? How? Who roams (roving reference)? When and how? Who covers the traditional reference desk, when and how? How about off-site reference, places where potential patrons gather, such as legislators' coffee hours, Neighbor sites, school meetings and community events where questions may be asked and we can supply a professional/friendly response as a library representative?
c. Accountability: Through our team's search for training materials and library staff resources regarding reference services, we learned that the there is no statewide standard for reference services accountability. Under this realm includes ethics of the profession, intellectual freedom/challenges, access, inclusion/diversity, and a way to ensure balance in how we provide service. Additionally, we are a statewide consortium and have a statewide reference service (email, texting, social media) yet struggle to maintain consistent question-answering coverage and participation from our Delaware libraries (we dropped live chat in June 2015). Excellent customer service and best practices for question-answering is a key element for a high standard of reference service. How do we hold each other accountable?
Content should be sent to the ProfDevTeam listserv, but can be added to (or removed from) this box by the DDL Subject Matter expert for the Team, or by Katie McDonough.
We are looking for policies/guidelines/ procedures/ checklists/scripts/best practices/etc., including those that are unspoken and/or previously undocumented, that include but are not limited to the following:
Also see info to the left regarding the future of reference.
Sample job postings describing duties/responsibilities of a Reference & Adult Services Librarian - from WebJunction