This message was forwarded to the list by Larry Cruse. It does not discuss
maps. Rather it discusses how verbal questions should be answered. Since
Map Librarians tend to have a more involved reference situation than the
general reference librarian I think the message is pertinent.--I especially
need to pay attention to the ideas in the message being of imposinging bulk,
having advanced well beyond 39 years, and always having that abstracted,
squint-eyed look that comes from concentrating on a computer screen 36 hours
a day.-------------------------------------------Johnnie
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----------------------------Original message----------------------------
I am pleased to announce that the behavioral guidelines for
reference librarians have finally been approved by all of the necessary
ALA committees. These guidelines are intended for use in training
and evaluating reference librarians in respect to their interaction
with the patron, rather than the accuracy of the question. The official
version of the guidelines will be published in a forthcoming issue
of RQ, but I have been given permission to distribute them in advance
through other means.
I want to thank everyone who has provided input into this project
and hope that many of you can use these guidelines in your own
environments. Please feel free to contact me with any questions or
suggestions.
David Tyckoson
Head, Reference Department
University at Albany - SUNY
(518) 442-3559
(518) 442-3567
[log in to unmask]
RASD Ad Hoc Committee on
Behavioral Guidelines
for Reference and Information Services
Draft Guidelines for Behavioral Performance of Reference and
Information Services Professionals
February 1995
***Please note that the draft guidelines become official upon
publication in a future issue of RQ.*********
Introduction.
Most of the literature on the evaluation of reference services has been
concerned with the factual accuracy of librarian responses to user queries.
Many studies have been conducted to determine if patrons are receiving
"correct" information from librarians. As has been well-reported in the
reference literature, we collectively succeed according to this measure of
service quality only slightly more than one-half of the time. However,
these studies do not take into account the complex librarian/patron
interaction during the reference process.
Reference performance cannot be measured solely by the accuracy of an
answer to a factual question. In many cases, the librarian serves as a
research consultant who provides guidance and advice on search strategy and
process, rather than providing a specific answer to a factual question.
In cases such as this, the success of the transaction is measured not by
the information conveyed, but by the positive or negative impact of the
patron/librarian interaction. In this type of transaction, the positive
or negative behavior of the librarian (as observed by the patron) becomes
a significant factor in perceived success or failure.
In an effort to provide librarians and information professionals with
specific guidelines for this complex process, in 1992 the President of the
Reference and Adult Services Division created an Ad Hoc Committee on
Behavioral Guidelines for Reference and Information Services. The committee
met several times at the ALA Annual and Midwinter conferences. Their goal
was to identify and recommend observable behavioral attributes that could
be correlated with positive patron perceptions of reference librarian
performance. The committee identified several areas in which behavioral
attributes could be directly observed, including approachability, interest,
listening/ inquiring, searching, and follow-up activities. These guidelines
are intended to be used to assist in the training, development, and/or
evaluation of librarians and staff who provide information services directly
to library users. They are designed primarily to deal with instances in
which the patron and the librarian are working face to face. While many of
the guidelines also apply to other all reference transactions, some will
need to be adapted for remote users and persons with special needs.
1.0 Approachability.
In order to have a successful reference transaction, the patron must be
able to identify that a reference librarian is available to provide
assistance and also must feel comfortable in going to that librarian
for help. Approachability behaviors set the tone for the entire
communication process between the librarian and the patron. The
initial verbal and non-verbal responses of the librarian will
influence the depth and level of the interaction between the
librarian and the patron. At this stage in the process, the behaviors
exhibited by the librarian should serve to welcome the patron and to
place him/her at ease. The librarian's role in the communications
process is to make the patron feel comfortable in a situation which
may be perceived as intimidating, risky, confusing, and overwhelming.
To be approachable, the librarian:
1.1 Is poised and ready to engage approaching patrons and is not
engrossed in reading, filing, chatting with colleagues, or other
activities that detract from availability to the patron.
1.2 Establishes initial eye contact with the patron.
1.3 Acknowledges the presence of the patron through smiling and/or
open body language.
1.4 Acknowledges the patron through the use of a friendly greeting to
initiate conversation and/or by standing up, moving forward, or
moving closer to the patron.
1.5 Acknowledges others waiting for service.
1.6 Remains visible to patrons as much as possible.
1.7 Roves through the reference area offering assistance whenever
possible.
2.0 Interest.
A successful librarian must demonstrate a high degree of interest in
the reference transaction. While not every query will contain
stimulating intellectual challenges, the librarian should be
interested in each patron's informational needs and should be
committed to providing the most effective assistance. Librarians
who demonstrate a high level of interest in the inquiries of their
patrons will generate a higher level of satisfaction among users.
To demonstrate interest, the librarian:
2.1 Faces the patron when speaking and listening.
2.2 Maintains or re-establishes eye contact with the patron throughout
the transaction.
2.3 Establishes a physical distance which appears to be comfortable to
the patron, based upon the patron's verbal and nonverbal responses.
2.4 Signals an understanding of the patron's needs through verbal or
non-verbal confirmation, such as nodding of the head or brief
comments or questions.
2.5 Appears unhurried during the reference transaction.
2.6 Focuses his/her attention on the patron.
3.0 Listening/Inquiring.
The reference interview is the heart of the reference transaction and is
crucial to the success of the process. The librarian must be effective in
identifying the patron's information needs and must do so in a manner that
keeps the patron at ease. Strong listening and questioning skills are
necessary for a positive interaction. As a good communicator, the
librarian:
3.1 Uses a tone of voice appropriate to the nature of the transaction.
3.2 Communicates in a receptive, cordial, and encouraging manner.
3.3 Allows the patron to state fully his/her information need in his/her
own words before responding.
3.4 Rephrases the patron's question or request and asks for
confirmation to ensure that it is understood.
3.5 Uses open-ended questioning techniques to encourage the patron to
expand on the request or present additional information. Some
examples of such questions include:
Please tell me more about your topic.
What additional information can you give me?
How much information do you need?
3.6 Uses closed and/or clarifying questions to refine the search query.
Some examples of clarifying questions are:
What have you already found?
What type of information do you need (books, articles,
etc.)?
Do you need current or historical information?
3.7 Seeks to clarify confusing terminology and avoids excessive jargon.
3.8 Uses terminology that is understandable to the patron.
3.9 Maintains objectivity and does not interject value judgments about
subject matter or the nature of the question into the transaction.
4.0 Searching.
The search process is the portion of the transaction in which behavior
and accuracy intersect. Without an effective search, the desired
information is unlikely to be found. Yet many of the aspects of
searching that lead to accurate results are still dependent on the
behavior of the librarian. As an effective searcher, the librarian:
4.1 Constructs a competent and complete search strategy.
4.2 Breaks the query into specific facets.
4.3 Identifies other qualifiers of the query that may limit results,
such as date, language, comprehensiveness, etc.
4.4 Selects search terms that are most related to the information
desired.
4.5 Searches under the most limiting aspects of the query first.
4.6 Verifies spelling and other possible factual errors in the original
query.
4.7 Identifies sources appropriate to the patron's need that have the
highest probability of containing information relevant to the patron's
query.
4.8 Consults guides, databases, or other librarians for assistance when
he/she cannot independently identify sources to answer the query.
4.9 Discusses the search strategy with the patron.
4.10 Encourages the patron to contribute ideas.
4.11 Explains the search sequence to the patron.
4.12 Attempts to conduct the search within the patron's allotted time
frame.
4.13 Accompanies the patron (at least in the initial stages of the search
process).
4.14 Explains how to use sources when the patron shows an interest.
4.15 Works with the patron to narrow or broaden the topic when too
little or too much information is identified.
4.16 Asks the patron if additional information is needed after an initial
result is found.
4.17 Recognizes when to refer a patron to a more appropriate library,
librarian, or other resource person.
5.0 Follow-up.
The reference transaction does not end when the librarian walks away
from the patron. The librarian is responsible for determining if the
patron is satisfied with the results of the search and is also
responsible for referring the patrons to other sources, even when
those sources are not available in the local library.
For successful follow-up, the librarian:
5.1 Asks the patron if the question has been completely answered.
5.2 Encourages the patron to return to the reference service point.
5.3 Returns to the patron after the patron has had time to study the
information source(s).
5.4 Consults other librarians when additional subject expertise is
needed.
5.5 Makes arrangements, when appropriate, with the patron to research
a question even after the patron has left the library.
5.6 Tries to ensure that the patron will get appropriate service after a
referral by providing accurate information to the other department,
library, or organization about the question, the amount of
information required, and sources already consulted.
5.7 Facilitates the process of referring a patron to another library or
information agency through activities such as calling ahead,
providing direction and instructions, and providing the library and
the patron with as much information as possible.
5.8 Refers the patron to other sources or institutions when the query
cannot be answered to the satisfaction of the patron.
********************************************************************************
RASD Ad Hoc Committee on
Behavioral Guidelines
for Reference and Information Services
Roster
David A. Tyckoson, Chair
Head, Reference Department
University Libraries
University at Albany - SUNY
1400 Washington Ave.
Albany, NY 12222
(518) 442-3559
(518) 442-3567 fax
Aura Isenstein
Public Library of Des Moines
100 Locust St.
Des Moines, IA 50306-1791
(515) 283-4288
(515) 237-1654 fax
Jane Kleiner
Head, Remote Information and Electronic
Services
The LSU Libraries
5357 Bennington Ave.
Louisiana State University
Baton Rouge, LA 70803
(504) 388-4016
(504) 388-6992 fax
Elizabeth Overmyer
BALIS Reference Center
405 14th Street
Suite 211
Oakland, CA 94612-2704
(510) 839-5447
(510) 834-5193 fax
Rebecca Whitaker
Information Retrieval Specialist
INCOLSA
5929 Lakeside Boulevard
Indianapolis, IN 46278-1996
(317) 298-6570
(317) 328-2380 fax
Jo Bell Whitlatch
University Library
San Jose State University
One Washington Square
San Jose, CA 95192-0028
(408) 924-2742
(408) 924-2701 fax
Hope Yelich
Reference Department
Earl Gregg Swem Library
College of William and Mary
Williamsburg, VA 23187-8794
(804) 221-3070
(804) 221-3088 fax
**********************************************************************
RASD Ad Hoc Committee on
Behavioral Guidelines
for Reference and Information Services
Bibliography
The Committee used several published and unpublished sources to assist
in compiling the Guidelines for Behavioral Evaluation of Reference and
Information Services Performance. Many of the Committee members have
conducted research and published in this area and their publications are
listed below. Other materials used by the committee are also included.
The Committee wishes to thank Geraldine King of the Ramsey County Public
Library and Lillie Dyson of the Maryland State Department of Education for
their substantial contributions to these guidelines. This bibliography is
not intended to be comprehensive, but to represent current thinking and
practice related to behavioral evaluation of reference librarians.
Bibliography
Auraria Library. Library Faculty Personnel Committee. Guidelines for
Evaluating Faculty Scholarly Activity. Denver, CO: Auraria Library, 1987.
40p.
Cheney, Debora. "Evaluation-Based Training: Improving the Quality of End-User
Searching." Journal of Academic Librarianship, v. 17, July 1991, pp. 152-155.
Coons, Bill and Keil Decker. Excellent Service for Our Customers: An Outline of
Public Service Skills and Techniques for SHA Library Employees. Cornell
University Libraries, August 27, 1992. 2p.
Dyson, Lillie S. "Improving Reference Services: A Maryland Training Program
Brings Positive Results." Public Libraries, v. 31, September/October 1992, pp.
284-289.
Gers, Ralph and Lillie S. Dyson. "I Heard You Say...: Peer Coaching for More
Effective Reference Service." Reference Librarian, no. 22, 1988, pp. 245-260.
Isenstein, Laura J. "Get Your Library on the STAR Track." Library Journal, v.
117, April 15, 1992, pp. 34-37.
Isenstein, Laura J. "On the Road to STARdom: Improving Reference Accuracy."
Illinois Libraries, v. 73, February 1991, pp. 146-151.
Jardine, Carolyn W. "Maybe the 55 Percent Rule Doesn't Tell the Whole Story: A
User-Satisfaction Survey." College and Research Libraries, v. 56, November
1995, pp. 477-485.
Katz, William. "Interviewing Techniques." In Introduction to Reference Work:
v. 2. New York: McGraw-Hill, 1992, pp. 55-63.
King, Geraldine and Suzanne H. Mahmoodi. "Peer Performance Appraisal of
Reference Librarians in a Public Library." In Allen, Bryce. Evaluation of
Public Services and Public Services Personnel. Urbana, IL: University of
Illinois. Graduate School of Library and Information Science. Allerton Park
Institute, 1991, pp. 167 - 203.
Kleiner, Jane P. "Ensuring Quality Reference Desk Service: The Introduction
of a Peer Process." RQ, v. 30, Spring 1991, pp. 349-361.
Larson, Carole A. and Laura K. Dickson. "Developing Behavioral Reference Desk
Performance Standards." RQ, v. 33, Spring 1994, pp. 349-357.
Morris, Leslie R. "Unobtrusive Reference Testing vs. Obtrusive Reference
Testing." Journal of Interlibrary Loan and Information Supply, v. 3, 1993,
pp. 1-3.
Politz, Mary Katherine and Pat Hawthorne. Peer Review Process. Baton Rouge,
LA: Louisiana State University Libraries. Reference Services Department,
September - November 1990. 20p.
Ramsey County Public Library. Reference Librarian Competency List. St. Paul,
MN: Ramsey County Public Library, June 1987. 13p.
Schwartz, Diane G. et al. Reference Service Standards and Policies. Ann Arbor,
MI: University of Michigan. Alfred Taubman Medical Library, December 1983.
11p.
Schwartz, Diane G. and Dottie Eakin. "Reference Service Standards, Performance
Criteria, and Evaluation." Journal of Academic Librarianship, v. 12, March
1986, pp. 4-8.
Tyckoson, David A. "Wrong Questions, Wrong Answers: Behavioral vs. Factual
Evaluation of Reference Service." Reference Librarian, no. 38, 1992, pp.
151-173.
Young, Vicki. Ideal Reference Desk Behavior. Xavier University Library. n.d.
1p.
Young, William F. "Methods for Evaluating Reference Desk Performance." RQ,
v. 25, Fall 1985, pp. 69-74.
Young, William F. Points to Consider in Evaluating the Effectiveness of
Reference Librarians Serving at the Reference Desk. Albany, NY: State
University of New York at Albany. University Libraries. Reference Department,
January 1984. 1p.
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