REFERENCE TRAINING

Agenda•Introduction•Customer Service•Reference•Practice

Introductions

Customer Service•What should we be doing•What shouldn’t we be doing

Customer ServiceDo:Listen completely to the patronMake yourself approachableAsk open ended questionsShow interestBe overly friendlyRespect the Patron and expect respect back Make sure you follow up

What is Reference?

According to RUSAReference Transactions are information consultations in which library staff recommend, interpret, evaluate, and/or use information resources to help others to meet particular information needs. Reference transactions do not include formal instruction or exchanges that provide assistance with locations, schedules, equipment, supplies, or policy statements.

So really? What does that mean?

Confirm the exact questionGive the AnswerFollow upGather Information

Welcome

Reference Interview

http://www.youtube.com/watch?v=pfd3wPpH1t0

What Was Wrong?

What Was Right?

LET’S PRACTICE!

Closing Thoughts•What do you do if you have tried to help but are not sure of the answer?

•Never end with “I don’t know”•Go further, provide contact info for someone that does know

•Why does a reference interview and good customer service matter?

Questions? Thoughts?