Expanded Cheat Sheet

​Understanding Reference Services

  • Definition & Goals: Reference services are an essential aspect of library services aimed at guiding patrons to the information they desire or need. This involves not only answering questions but also educating patrons on how to independently locate and evaluate information.
  • In-Person and Remote Services: Understand that reference services can be delivered both in person and remotely via telephone, email, chat, or social media, and should be consistent across all platforms.

​Patron Interaction

  • Active Listening Skills: Practice full engagement with the patron, using verbal and non-verbal cues to show understanding. Repeat back what you hear to ensure accuracy.
  • Reference Interview Techniques: Employ a combination of open and closed questions, clarifying and confirming as needed to narrow down the exact nature of the information request.
  • Ethical Considerations: Respect for patron privacy should be paramount. Ensure that no personal patron information is shared without consent.

​Information Needs Assessment

  • Initial Assessment: Quickly gauge the depth and breadth of the patron’s request to determine the level of assistance needed.
  • Complexity Evaluation: Some inquiries may require simple directions or factual answers, while others may involve more in-depth research or instruction.
  • Contextual Understanding: Gather context around the query to provide more tailored and useful information.

​Types of Reference Questions

  • Factual Questions: Deal with these by providing quick, concise, and accurate answers, often found in ready reference materials.
  • Research Questions: Offer a more collaborative approach, guiding patrons through the research process or directing them to specialized resources.
  • Directional Questions: Provide clear, easy-to-follow directions to physical resources or explain how to navigate digital platforms.
  • Technical Assistance: Offer hands-on help with technology, such as computers, tablets, mobile phones, printers, scanners, or digital catalogs.

​Reference Resources

  • Print vs. Digital: Balance the use of traditional print reference materials with digital resources, understanding that some patrons may prefer one over the other.
  • Database Skills: Train in advanced database searching, including Boolean operators, filters, and subject-specific resources.
  • Internet Proficiency: Develop techniques for evaluating website credibility and showcase these to patrons.
  • Local Information: Create a repository of local information and contacts for community services that can be a resource for both staff and patrons.

​Instructional Services

  • Orientation Programs: Design and implement programs that introduce users to library spaces, services, technology, and collections.
  • Information Literacy: Develop curriculum and workshops focusing on critical thinking and the ethical use of information.
  • Resource-Specific Training: Offer detailed instructions and tips for specialized databases, online catalogs, and citation management tools.

​Digital Reference Services

  • Platforms and Tools: Equip yourself with knowledge of various digital communication platforms to provide efficient virtual reference services.
  • Digital Etiquette: Maintain professionalism and clarity in written digital communications.
  • Access and Troubleshooting: Keep updated with common issues and solutions related to electronic resources to assist patrons effectively.

​Reference Ethics

  • Service Standards: Adhere to professional standards such as those outlined by the Canadian Library Association's Code of Ethics.
  • Boundary Setting: Know when to refer a patron to another librarian, a different institution, or back to the patron’s own research process.
  • Advocacy for Access: Actively support the principles of free access to information and challenge censorship.

​Follow-up and Quality Assurance

  • Ongoing Engagement: Develop a system to check in with patrons who have complex information needs or who may benefit from additional assistance.
  • Service Improvement: Use feedback to continuously improve reference services, tailoring them to the needs and preferences of your community.
  • Continuing Education: Engage in lifelong learning to keep pace with evolving reference practices and technologies.

​Documentation and Statistics

  • Accurate Record-Keeping: Systematically record reference transactions with an emphasis on service outcomes and user satisfaction while respecting patron confidentiality.
  • Data-Driven Decision Making: Utilize collected data to make informed decisions about reference services, staff training needs, and resource acquisitions.
​This expanded cheat sheet provides a deeper look into the core components of reference and information services in libraries. With this knowledge, librarians can enhance their reference skills, provide exceptional service, and remain responsive to the changing information landscape.