Reference & Research

Librarians staffing the Service should be approachable, demonstrate an interest in the patron's question, practice reference interview techniques, and demonstrate effective searching techniques (adapted from the American Library Association Reference and User Services Association (RUSA) Guidelines).

User Identification

Services and resource availability will differ for alumni Users (see Alumni). The Librarian must first identify the User type to effectively and accurately answer the Ask Us! submission.

Concept / Topic Identification

To provide excellent reference service, the Librarian must first identify the User’s research or informational need. All responses will demonstrate an accurate understanding of the research topic.

• The Librarian will verify spelling and other possible errors in the original query. Some requests may require clarification to ensure a proper understanding of the research topic.
• If needed, the Librarian may respond by rephrasing the question or request. They may ask open-ended questions to encourage the User to expand upon the original request or present additional information.
• The Librarian may direct the User to provide additional information via the Ask Us! service (see Unclear Requests).
• The Librarian will attempt to answer the User's question, even in cases where the inquiry is vague or confusing. This may involve consulting course reading pages and Blackboard.

Resource Selection / Recommendations

Effective responses will identify resources with the highest probability of containing information relevant to the query.

• Information from Library resources (such as guides produced by the Library, the general search box, or proprietary databases from the Library) is the preferred first place to look when assisting patrons.
• Assume that the User has performed a basic search, and the results were unsatisfactory for the User. Select subject-specific resources when possible.
• Consider the level of inquiry by adjusting replies to reflect the User’s degree program, course level, or assumed research experience.
• Focus on online resources as this is a virtual service (online catalogs, databases, electronic journals, online reference books, and appropriate web pages).
• Locate and recommend at least one resource for every question. Incorporate direct links to all recommended sources.
• Select and cite only from authoritative resources. Make use of the databases and resources available in the Library. Evaluate non-library resources for credibility (see Resource Credibility).

Resource Credibility

• Library databases are considered credible, reliable, and appropriate for University of Phoenix research.
• You can recommend external websites to the User, but Librarians must clarify that the Library does not verify the accuracy or credibility of the information.
• If sending resources from the internet, send specific resources, not links to general search engines (e.g., Google results).
• Be sure the recommended websites match the currency, relevancy, authority, accuracy, and purpose criteria.
• Always cite the source of information recommended to the User if the reference is not readily apparent on the web page. If you have specialized knowledge about the topic and answer the question based on your expertise, specifically cite yourself as the source.

Search Strategies

• Construct effective and complete search strategies utilizing appropriate Library resources. Effective search strategies will include, where applicable:
  • Search terms that are appropriate to the information requested.
  • Clear explanation of search strategy and sequence.
  • Explanation of relevance ranking when suggested.
  • Explanation of the peer-reviewed limiter.
  • Explanation of any field identifiers used.
  • Explanation of any special characters or symbols used in search strategies.
• Advanced searching techniques, including field identifiers, will only be suggested when appropriate for the User or when results produced are significantly superior to basic search results. We should explain the advanced search feature and how Users can use it for future searches.
• When possible, add additional search terms to narrow results, or if the date is not a key factor, change to relevance ranking to produce narrower results.
• When the date is critical to research, a response may include advanced search techniques restricting results to a specific time. We should then sort these results by relevance.

Response Greeting

• Acknowledge the User by name in the greeting.
• Include a note of thanks for using the Service and refer directly to the User’s inquiry. For example: "Information on ________ may be found ________.” or “To find out more about ________, I recommend ________."
• Offer the User the opportunity to clarify the request if there is ambiguity.

Response Body

• Include links to the Library and its databases where appropriate. Do not assume the User knows how to find the database you're referring to in your response.
• Provide Users with accurate answers appropriate in length, level, and completeness to the need.
• Check spelling and validate URLs.
• Shorter is better; use numbered or bulleted steps.
• Use spelling, grammar, and capitalization appropriately. Never type in capital letters - this has the effect of shouting at the User.

Response Tone

• Librarian responses should follow the University of Phoenix policy for voice and tone as directed by the University's branding guidelines. Projecting a tone of friendliness and compassion is a priority in all responses.
• Responses should be clear and as brief as possible while being written to the level of the inquiry. Clarity should involve providing a clear call to action where the user has a clear sense of their next step.
• Communicate in a receptive, cordial, and encouraging manner. Demonstrate a high level of interest in the User’s question. This generates a higher level of satisfaction among Users.
• Type like you talk (in a conversational manner). Clarify confusing terminology and avoid excessive jargon, acronyms, or internet shortcuts (BTW, IMHO). Use language that is understandable to the User and avoid ambiguity.
• Show professional courtesy and respect when answering questions. Maintain objectivity and do not interject value judgments about the subject matter or the nature of the inquiry into the transaction.

Response Closure

Encourage the User to contact the Library again if they need additional assistance. Examples include:

• "We hope the information we've provided will assist you with your research."
• "I hope you find this information helpful."
• "We hope this answers your question. If you have further questions, don't hesitate to get in touch with us again."

Signature

Every Ask Us! response must contain a signature. The Librarian's signature must have your first name, at a minimum, and may include your last name, initial, or title.

Closing the Question

The Librarian will follow the policies outlined in Ask Us! Tracking & Statistics before closing the question.

Closing Options

• Submit as Closed: Most tickets will be closed using the default "submit as closed." This indicates that no further interaction is expected for this ticket.
• Submit as Pending: This option is rarely, if ever, used. If you have asked a question of the patron or asked for clarification, close out the ticket. The ticket will be re-opened if we get a reply.
• Submit as Open: This indicates that this ticket may require your follow-up. If a patron replies to you, the ticket will automatically be updated to this status.
• CC Answer to: Any time this field is used, the User will see email addresses entered here. This field should NOT be used to copy staff on tickets. To forward a copy of a ticket to a staff member:
  1. Reply to the User and submit the response.
  2. Select the "Post an Internal Note" tab before returning to the dashboard, and enter a message.
  3. Select the recipient of the note in the "Email Note to" drop-down box.

Response Time

We answer Ask Us! inquiries promptly. The Library is committed to providing an initial response to all questions within 24 hours, with an average time of 4 hours.

Ask Us! Tracking & Statistics

Data collection and statistics are necessary to evaluate and improve Library Services. Before closing an Ask Us! response, the Librarian will complete the reference analytics at the end of each response.

Use the following course-level breakdown for the "Status of user" question.

Student - Doctoral (700+)

Student - Masters (500-699)

Student - Undergraduate (100-499)

Additionally, at least one tag will be included for each response.