The Reference Department

Lesson 6
LIS 221 Information Sources and Reference Services
Lessons:
I. Organizational Structure
II. Personnel: Qualities and Duties and Responsibilities of a Reference Librarian
III.Reference Department Policy
Intended Learning Outcomes

At the end of this module you are expected to:

1. Know the proper organization and management of the reference department; and
2. Determine the qualities and responsibilities of a reference librarian.
The Reference Section
✓ The aim of every library is to provide information to its clients.
•
✓ The reference section provides services which help clients make the best use of a library’s
resources, and find the information they require quickly and efficiently.
•
✓ Staff working in a reference section needs to develop skills in accessing information and in
assisting library clients.
•
✓ Staff needs a sound knowledge of the library’s collection and in understanding of how to find
information efficiently.
The Reference Section
✓ Organizing Reference Department
o Traditionally, the management of reference departments has cohered to a hierarchical
principle that upholds a scalar chain of command. While elements of that chain continue, the
hierarchy is perforce flattening out to accommodate the vibrant new roles and services
necessitated by the new learning style.
•
✓ The Reference Collection
o It consists of works which assist clients to find information or to refer them to other sources
of information.
o Printed reference sources are usually shelved close to the reference desk for security reasons,
because they are expensive.
o Many reference sources are now available in electronic form as well as in print.
o The reference staff can observe clients and see when they need assistance.
o The reference staff advice clients on how to use these sources efficiently.
The Reference Section

✓The Reader’s Advisor

o A readers’ advisor is a library staff member who answers questions
and helps readers find information. They generally assist in the use of
the resources of the library and may advise readers on their choice of
books.
•
✓The reference desk is often seen as the hub of the library. Many clients
seek reference help before attempting to look in a catalogue. Working on
the reference desk should be seen as challenging and interesting, as the
purpose of a library is to serve the needs of its clients.
Qualities and Responsibilities of a Reference Librarian

✓ Reference Staff
o should be proactive and reactive.
o should look for clients who are uncertain on where to go or what to do
o Should familiarize themselves with library procedures and policies such as
registrations, emergencies, telephone procedures and gathering statistics
o Should have reader education and training
o Become knowledgeable in local and current affairs
o Should also read community notices and listen to the local radio
o Should never assume knowledge
o Be prepared to call for help in busy times
In order to work as a reader’s advisor, you need a wide
range of skills and knowledge:
✓ Personal Characteristics
o You need to be…
▪ Tactful
▪ Tenacious in searching for answers
▪ Approachable
▪ Enthusiastic about reference work
•
o You should also have…
▪ A good general knowledge
▪ An analytical mind
▪ An interest in finding information
▪ A commitment to delivering high quality customer service
In order to work as a reader’s advisor, you need a wide
range of skills and knowledge:

✓Communication Skills
oYou need
▪Good listening and questioning skills
▪The ability to give instructions and explain procedures
▪Positive body language
▪The ability to put people at their ease
▪Skills in assisting clients regardless of their age or
temperament and familiarity with libraries.
In order to work as a reader’s advisor, you need a wide
range of skills and knowledge:

✓ Library Skills
o You must
▪ Know the collection, particularly the reference collection
▪ Know how to formulate a search strategy and practice good search techniques to
gain access to information
▪ Have an understanding of library policies and rules
▪ Be able to decide when you need help or refer the inquiry to another library or
information agency
▪ Have an understanding of the principles of good customer service
•
✓ The Reference Desk
o In some libraries, the loans desk and reference desk are separate. In others, the same
desk provides both reference and loan services. Clients may be unsure which desk to
approach and will usually ask for help at the first desk they see. This means that loans
staff often refer clients to the reference desk or will try to handle the enquiries
themselves.
In order to work as a reader’s advisor, you need a wide
range of skills and knowledge:
✓ Pressures at the Reference Desk
o Working in a reference area can be demanding, and you may have to face the
following situations:
▪ You need to handle several enquiries at once and establish priorities
▪ You may be bombarded with simultaneous questions or have long quiet periods.
You may have to do other work to fill in time, but must look willing to assist
clients.
▪ You must decide whether to give priority to telephone or personal requests
▪ You need skills to cope with demanding patrons
▪ You may need to convince the administration that additional staff is needed, but
it is difficult to obtain data of the quality of the service
▪ You may have many interruptions because you need to fill in for other staff or
maintain equipment
Guidelines of Behavioral Performance of Reference and
Information Service Provider [by RUSA (Reference and User
Services Association)
• Five Main Areas:
1.Approachability
2.Interest
3.Listening/Inquiring
4.Searching
5.Follow- up
1. APPROACHABILITY

• In-Person
❖ Establishes initial eye contact with patrons, and acknowledges the presence of patrons through
smiling and attentive and welcoming body language.
❖ Acknowledges patrons through the use of a friendly greeting to initiate conversation, and by
standing up, moving forward, or moving closer to them.
❖ Remains visible to patrons as much as possible.
•
• Remote
❖ Should provide prominent, jargon-free links to all forms of reference services from the home page
of the library's Web site, and throughout the site wherever research assistance may be sought
out.
❖ The Web should be used to make reference services easy to find and convenient.
1.INTEREST
• In-Person
❖ Faces patrons when speaking and listening.
❖ Maintains or re-establishes eye contact with patrons throughout the transaction.
❖ Signals an understanding of patrons’ needs through verbal or non-verbal confirmation, such as nodding of the
head or brief comments or questions.

• Remote
❖ Maintains or re-establishes "word contact" with the patron in text-based environments by sending written or
prepared prompts, etc., to convey interest in the patron's question.
❖ Acknowledges user email questions in a timely manner.
❖ States question-answering procedures and policies clearly in an accessible place on the Web. This should
indicate question scope; types of answers provided and expected turnaround time.
❖ Roves through the reference area offering assistance whenever possible. Librarians should make themselves
available to patrons by offering assistance at their point-of-need rather than waiting for patrons to come to
the reference desk. To rove successfully, the librarian should:
❖ Be mobile. Get the patrons started on the initial steps of their search, then move on to other patrons.
❖ Address the patrons before addressing their computer screen. Patrons are more likely to confide in librarians
and discuss their needs if they do not perceive the librarians as "policing" the area.
3. LISTENING/INQUIRING
• In-Person
❖ Communicates in a receptive, affable, and encouraging manner.
❖ Uses a tone of voice and/or written language appropriate to the nature of the
transaction.
❖ Allows the patrons to state fully their information need in their own words before
responding.
❖ Identifies the goals or objectives of the user’s research, when appropriate.
❖ Rephrases the question or request and asks for confirmation to ensure that it is
understood.
❖ Seeks to clarify confusing terminology and avoids excessive jargon.
• Remote
❖ Uses reference interviews or Web forms to gather as much information as possible
without compromising user privacy
4. SEARCHING

• In Person
❖ Accompanies the patrons in the search (at least in the initial stages of the search process).
• Remote
❖ Uses appropriate technology (such as co-browsing, scanning, faxing, etc.) to help guide patrons
through library resources, when possible.