Reference Desk Expectations
Reference team members must be perceived by patrons as friendly, approachable, eager to assist, and strongly committed to helping each patron locate the information s/he needs.
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- Answer patron questions in person and via phone, as available.
- Handle a queue, including in-person and phone questions.
- Handle most directional questions, such as:
- Where are books listed in Stacks-Folio?
- Where do I go to check out these books?
- Handle most research questions involving known-item searching, such as:
- Do you have this journal?
- Do you have this book?
- Refer/Get assistance with research questions of a more complex nature, such as:
- How do I find peer reviewed journal articles dealing with mandatory reporting laws regarding child abuse?
- I need data about incarceration rates of county residents in state of Maryland.
- Students will not be expected to answer email reference questions or staff the Reference chat room, unless otherwise trained to do so.
Back to Student Employee Expectations
expectations.doc - 9/3/08 - KS