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.

Students are to work with the librarian at the Reference Desk to answer or refer all patron questions. Students are generally expected to:

• 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.

expectations.doc - 9/3/08 - KS