Welcome and Reference Interview
- Opened with a friendly greeting
- Asked open-ended questions to clarify the patron’s information need
- Asked what resources they had already searched
- Asked closed-ended questions to ensure that you understood the question
Search and Instruction
- Guided them through the search process when appropriate
- Asked if they were able to open any links that I sent
- Offered an additional explanation of how the link would help answer their question
- Checked that they found the website or resources helpful
- Asked if they were able to login and access resources successfully
- Took advantage of teachable moments and provided instruction
- Explained any library terminology (e.g. peer reviewed)
- Conveyed encouragement and interest when appropriate
Follow-up and Closing
- Needed more time to answer the question
- Refered the patron to further sources or an appropriate contact
- Asked a close-ended question at the end of the session to ensure that the patron had all the information they needed
- Answered the question correctly and answered the question completely
- Learned if the patron was satisfied with the information and support I provided
- Closed with an appropriate goodbye and follow-up statement
- Felt that you gave a level of assistance comparable to the service the patron would have received at an in-person research desk
- Felt satisfied with the way you handled the question overall
- Were you responding to more than one patron during this session?
- If so, how do you feel this affected the quality of the session?
- What do you feel you handled best about this transaction?
- What do you feel you could have improved? Why?