Guidelines for Information Service Providers

I encourage everyone to review the Reference and User Services Association (RUSA) Guidelines for Information Service Providers. It outlines the general how-to's for each of the below public service behaviors.

Below, I've copied and pasted the overview of each section. Though this resource refers to "Reference librarians" and "Reference help," it is applicable to any Information worker who interacts with the public.

1.0    Visibility/Approachability

A successful reference transaction requires a high level of visibility.  Reference assistance should be available through a variety of technologies at a patron's point of need. 

In order to have a successful reference transaction, it is essential that the reference librarian be approachable.  Whether acting in a traditional/in-person role or a remote/virtual role, the librarian's first step in initiating the reference transaction is to make the patron feel comfortable in a situation that can be perceived as intimidating, confusing, or overwhelming.  The librarian’s initial response in any reference situation sets the tone for the entire communication process, and influences the depth and level of interaction.

2.0    Interest

A successful librarian demonstrates a high degree of objective, nonjudgmental interest in the reference transaction. While not every query will be of interest to the librarian, the librarian should embrace each patron's informational need and should be committed to providing the most effective assistance. Librarians who demonstrate a high level of interest in the inquiries of patrons will generate a higher level of satisfaction among users.

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 should effectively identify the patron's information needs in a manner that puts the patron at ease. Effective listening and questioning skills are necessary for a positive interaction.

4.0    Searching

The search process is the portion of the transaction in which behavior and accuracy intersect. Without an effective search, not only is the desired information unlikely to be found, but patrons may become discouraged as well. Many aspects of searching that lead to accurate results are dependent on the behavior of the librarian.

5.0 Follow-up

Supplying information is not the end of the reference transaction. The librarian is responsible for determining if the patron is satisfied with the results of the search, and referring the patron to other sources including those not available through the local library.