DESCRIPTION

What makes an excellent reference librarian?

People who grow into excellent reference librarians are born with, or develop early, an insatiable curiosity about everything they encounter. They have an abiding interest in people and their stories, a quality, which enhances their ability to relate to diverse populations and experiences. They see learning as an end in itself, are noted for their eagerness to investigate and their willingness to pursue questions to a conclusion, which involves understanding and knowledge, no matter how long that takes. People best suited for reference work have a broad general knowledge of life and the world at large. They are able to draw from a wide variety of experiences and backgrounds. All their educational, professional, travel and leisure activities come into play in solving reference puzzles. A good memory for details is a definite advantage. Excellent reference librarians tend to be non-judgmental and open-minded in their pursuit of information and their quest for knowledge.

COMPETENCIES

BASIC KNOWLEDGE OF INFORMATION RESOURCES

· Possesses and continually develops broad general knowledge

· Continually builds upon basic knowledge of information resources

· Develops areas of specialization

· Demonstrates awareness of library-system resources

SKILL IN CONDUCTING REFERENCE INTERVIEWS

· Assesses customers’ requirements and abilities, and appropriately identifies materials, databases and Web sites to match their needs.

· Uses SMART skills (welcoming behaviors, techniques to identify patron needs, and follow through) in every reference transaction.

· Applies this model to all reference transactions regardless of venue, including in-person, telephone, e-mail and real-time chat.

· Demonstrates sensitivity to diverse populations with varying needs.

PROFESSIONAL SEARCH SKILLS

· Capable of finding and evaluating the information resources best suited for answering specific questions in a variety of subject areas.

· Understands the structure and organization of information in a variety of disciplines and formats.

· Expertly searches catalogs, databases and Internet sources

KOWLEDGE OF POLICIES, PROCEDURES, ETHICS AND ISSUES

· Maintains current awareness of professional issues impacting libraries.

· Demonstrates knowledge of library policies, procedures and service standards.

· Proactively defends free access to information and effectively resolves challenges to intellectual freedom.

· Maintains confidentiality of patrons.

TECHNOLOGY SKILLS

· Continually develops skills in using technological tools.

· Finds ways to remove technological barriers and facilitates information access for patrons.

· Uses technology to contribute to value-added products, such as bibliographies, databases and Web pages.

· Functions creatively in a Web-based environment.

COMMUNICATION SKILLS

· Uses effective team process skills to develop and achieve organizational goals, and to work collaboratively with all levels of library staff.

· Communicates openly, directly, clearly, and respectfully with customers and colleagues.

· Demonstrates active listening skills with customers and colleagues.

· Focuses on solutions, rather than problems.

READERS’ ADVISOR

· Reads in a variety of fields and genres.

· Develops and practices readers’ advisory skills to promote reading for every age and reading level.

TEACHING AND PRESENTATION SKILLS

· Develops and practices readers’ advisory skills to promote reading for every age and reading level.

· Increases awareness of the role of libraries and librarians in information literacy.

· Comfortably presents information in a clear and engaging manner, in dealing with customers one-on-one or groups, in formal and informal settings.

· Uses a variety of presentation techniques to convey information to people with different learning styles.

CUSTOMER SERVICE

· Proactively seeks ways to enhance the library experience for users.

· Applies knowledge of various developmental stages of life in serving customers.

· Adds value to reference services.

COMMITMENT TO LIFE-LONG LEARNING

· Anticipates and manages change effectively.

· Pursues learning opportunities, personally or through formal training.

· Actively participates in the professional community.

· Remains knowledgeable in current events and popular culture.

· Is flexible, adapting to new situations, systems, tools.