20111207 draft
DESCRIPTION
TRANSCRIPT
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
Listening
Paraphrase to Clarify and Verify
Leave The Door OpenLeave The Door Open
Give
And You Shall
Receive
Values And Challenges