The reference interview is challenging in an asynchronous reference service via email. The librarian must use the existing technology to gather as much information as needed to assist the user without compromising privacy. 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 information need 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.
The librarian must identify the user’s information need. All responses should demonstrate an accurate understanding of the research topic, or an attempt to do so, by reviewing course materials or requesting additional information from the user.
Accomplished - 3 | Developing - 2 | Underperforming - 1 |
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Effective responses will identify resources that have the highest probability of containing information relevant to the query, even if those sources reside outside of the library.
Accomplished - 3 | Developing - 2 | Underperforming - 1 |
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The librarian is responsible for providing clear and productive search strategies.
Accomplished - 3 | Developing - 2 | Underperforming - 1 |
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The reference transaction consists of more than providing steps to a resource. The response should be professional, personal and engaging and it should validate the students concerns or request. The reply should be clear and brief, while providing accurate and actionable instructions.
Accomplished - 3 | Developing - 2 | Underperforming - 1 |
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