Reference Behaviors

Phoenix Public LibraryStaff Development Day

12/16/2011Anne Christensen

•Set The Tone

•Welcoming Atmosphere

•Welcoming Behavior

•Get The Facts

•Open-Ended Questions

•Paraphrase To Clarify And Verify

Stages of The Reference Interview

• Search• Explain What You’re Doing• Walk

• Give Information• Conversational• Cite Source

• Follow-Up

Stages of The Reference Interview

Reference Service Policy

SE

RV

ICE

NO

W!

BUDGET CUTS

LONG LINES

CO

NF

US

ION

NOISE

RE

TIR

ED

REMODEL

PRINTINGTRAINING

STAFFING

TRANSFERS

HOURS

ST

OR

YT

IME

COMPUTERSSTATISTICS

OVERLOAD

E-BOOKS

FRUSTRATION

SAFETY

HELP!

VACANCIES

WH

ER

E?

WHAT?

WHO?WHERE?

Reduce Stress at the Reference Desk

Increase Accuracy

•Open-Ended Questions

•Paraphrase to Clarify and Verify

Save Your Energy

•Open-Ended Questions

•Paraphrase to Clarify and Verify

Psychology And The Psychology And The

Reference TransactionReference Transaction

Positive Strokes

Negative Strokes

Acknowledgement

Listening

Paraphrase to Clarify and Verify

Leave The Door OpenLeave The Door Open

Give

And You Shall

Receive

Values And Challenges