Cheat Sheet

​This cheat sheet provides librarians with a concise guide on delivering effective reference and information services in a library setting. It covers the fundamentals of reference work, including strategies for successful patron interactions, understanding information needs, and utilizing various information sources.

​Understanding Reference Services

  • Definition: Reference services provide patrons with assistance in finding information and using library resources effectively.
  • Scope: Encompasses answering queries, instructing on resource use, and guiding research strategies.

​Patron Interaction

  • Active Listening: Pay close attention to patron queries to fully understand their needs.
  • Reference Interview: Use open-ended questions to clarify and refine user requests.
  • Patron Privacy: Maintain confidentiality and respect the privacy of all reference interactions.

​Information Needs Assessment

  • Clarify Objectives: Determine the patron’s goal, scope of the question, and context.
  • Direct vs. Indirect Queries: Differentiate between what is asked and what is needed.
  • Tailoring Responses: Match the complexity of your response to the user’s level of expertise.

​Types of Reference Questions

  • Factual: Straightforward questions seeking specific information.
  • Research: Complex inquiries requiring extensive resources or instruction.
  • Directional: Questions about the library's layout, policies, or services.
  • Technical: Inquiries related to accessing or using technology.

​Reference Resources

  • Print Resources: Familiarize with dictionaries, encyclopedias, directories, atlases, and almanacs.
  • Online Databases: Utilize subscription-based and free databases for up-to-date information.
  • Websites and Search Engines: Assess and recommend credible websites; use advanced search techniques effectively.
  • Community Resources: Be knowledgeable about local organizations, services, and experts.

​Instructional Services

  • Library Orientations: Conduct tours and sessions to introduce patrons to library services.
  • Information Literacy: Teach patrons how to locate, evaluate, and use information responsibly.
  • Resource Workshops: Offer workshops on using specialized databases, tools or citation software.

​Digital Reference Services

  • Virtual Reference: Manage live chat, email, or text messaging services to provide remote assistance.
  • Social Media: Utilize social media platforms for outreach and informal reference services.
  • Electronic Resource Troubleshooting: Guide patrons through accessing and using e-resources.

​Reference Ethics

  • Equitable Service: Provide the same high level of service to all, regardless of the question’s nature.
  • Professional Boundaries: Recognize the limits of your knowledge and when to refer to a specialist or another institution.
  • Intellectual Freedom: Uphold the principles of intellectual freedom and access to information.

​Follow-up and Quality Assurance

  • Follow-up: Offer to follow up with patrons if additional information is required.
  • Feedback Collection: Encourage patron feedback to improve reference services.
  • Professional Development: Stay current with emerging trends and technologies in information services.

​Documentation and Statistics

  • Record Keeping: Keep anonymized statistics of reference questions for service assessment and planning.
  • Reports: Generate regular reports to inform management of reference service usage and trends.
This cheat sheet is designed to be a quick reference tool for librarians to provide high-quality reference and information services. The goal is to ensure that patrons receive accurate, efficient, and user-centred assistance that enhances their library experience and supports their information needs.