Approachability (Info Need; Question Receipt)

• consistently remains in office during on-call hours
• responds promptly to each request
• makes eye contact
• gives friendly verbal greeting

Knowledge/Competency (Question Translation and Search Strategy/Execution)

• effectively uses electronic reference tools and library Web page
• effectively uses print reference tools
• provides assistance at the appropriate level of need
• plans and executes effective search strategies
• refers questions to a library colleague only after consulting obvious sources

Partnerships/Teamwork

• asks for assistance from coworkers when necessary
• contacts subject liaison for dialogue with faculty instructor(s) about class assignments
• willing to fill in for an absent coworker when asked
• answers office walk-ins and Library Services Desk requests even when not on-call if the patron load demands it
• alerts coworkers regarding frequently asked questions or class assignments

Reference Interview (Question Clarification/Translation; Judgment of Relevance)

• rephrases patron's request and asks for confirmation to ensure that it is understood
• uses open-ended questions to encourage patron to offer more information about their request (example: please tell me more about your topic; what class is it for?)
• uses clarifying questions to refine the search query (examples: how much/what type of information do you need?)
• avoids library jargon and uses terminology that is understandable to the patron
• asks for validation of patron satisfaction at the end of the interview (examples: does this answer your question/is this what you needed?)

Timeliness

• is in office at beginning of on-call hours
• refers lengthy (longer than 10 min.) reference answers to Help with Research service if possible
• knows when only a short answer is appropriate

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