Setting the Tone

The first question a patron asks is often simply a conversation opener - a way to say "hello" and establish a connection. Sometimes patrons are really just trying to find out if you are an approachable, friendly person. The patron may ask "Do you work here?" or "Can you answer a question?"

Most people are reluctant to ask for help and may not even be sure they have come to the right place for assistance. It is important to practice techniques that are effective in putting people at ease, helping to find their real information need, and making sure the need is met.

Consistently followed, these techniques can have a much greater impact on the success of reference service than the size of the collection, the staff's number of years of experience, the number of staff, or the level of education of the staff.

These techniques are not difficult to practice. We all use some of these techniques from time to time, but successful reference librarians are consistent in using these techniques, known as model reference behaviors.

The impact of these model reference behaviors was studied by the Public Library Branch of the Division of Library Development and Services in the Maryland State Department of Education and discussed in the November 1st, 1985, issue of Library Journal. The article is "Improving Reference Performance: Results of a Statewide Study", by Ralph Gers and Lillie Seward (pages 32-35). This group developed a "Model Reference Behaviors Checklist" which summarizes the behaviors that have the most impact on success in correctly answering questions. The format is designed to let you and a partner help each other remember to use these techniques, but you can also use it alone as a reminder. This checklist is reproduced for you at the end of this section.

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