Approachability and Interest
- Picked up the call and responded to the patron promptly
- Opened with a welcome or encouraging greeting
- Expressed interest in the question and the patron’s information need
- Demonstrated an understanding of the question being asked (e.g. by restating it, referring to specific details)
Listening and Inquiring
- Clarified the question if necessary
- Conducted a reference interview by requesting any additional information required to successfully answer the question
Searching and Instruction
- Asked questions to better understand where the patron was in their search process and what strategies they may have already tried
- Informed the patron how and where they found any sources (e.g. shared links)
- Explained the search strategy to the patron
- Explained any library jargon (e.g. peer review, database, DOI)
- Checked in with the patron to make sure they were following along
- Worked with the patron to evaluate search results, to narrow or broaden the search, and to identify other sources when necessary
- Handled a question from another institution well
- Took the question as far as possible before referring the patron to their library
Follow-up and Closing
- Responded to the question fully
- Checked that the patron was satisfied with the answer
- Offered more information or an appropriate referral if required
- Closed with an appropriate statement, inviting the patron to return
Tone
- Used scripts, text speak, emoticons appropriately
- Maintained a friendly, approachable, helpful tone throughout
If any of the criteria above were not met, is there an obvious explanation?