Information Desk Service Guidelines June 1999

Research Services

Social Sciences and Humanities Library

The following guidelines present standards for information service performance. They should be used to maintain a high-level of service.

It is recognized that each information provider brings his/her own sense of style and personality to the provision of information service. The following guidelines serve as a foundation for our group goal which is to provide excellent information service and have a positive impact on the patron.

Information Desk Service Guidelines

1. Approachability

The patron must be able to identify that the information provider is available to provide assistance and must feel comfortable asking the staff member for help. The staff member's role is to make the patron feel at ease in a situation which may be perceived as intimidating, risky, confusing, and/or overwhelming. To be approachable, the information provider:

    1. Is poised and ready to engage approaching patrons and is not engrossed in reading, filing, chatting with colleagues, searching the Internet, or other activities that detract from availability to the patron.
    2. Establishes eye contact with the patron and acknowledges the presence of the patron through smiling and/or open body language.
    3. Acknowledges the patron through the use of a friendly greeting to initiate conversation and/or by standing up, moving forward, or moving closer to the patron.
    4. Acknowledges others waiting for service.
    5. Remains visible to patrons and colleagues as much as possible.
    6. Roves through the information area offering assistance whenever possible.
  1. Interest

    2. A successful information provider must demonstrate a high degree of interest in the reference transaction. To show interest, the information provider:

    1. Faces the patron when speaking and listening.
    2. Maintains or re-establishes eye contact with the patron throughout the transaction and focuses attention on the patron.
    3. Establishes a physical distance which appears to be comfortable to the patron, based upon the patron’s verbal and nonverbal responses.
    4. Signals an understanding of the patron’s needs through verbal or nonverbal confirmation, such as nodding of the head or brief comments or questions.
    5. Appears unhurried during the reference transaction.
  2. Listening/Inquiring

The reference interview is the heart of the reference transaction. The information provider must be effective in identifying the patron’s information needs, but must do so in a manner that puts the patron at ease. As a good communicator, the information provider:

3.1 Uses an appropriate tone of voice and treats the patron with respect.

    1. Communicates in a receptive and encouraging manner.
    2. Doesn’t correct the patron unless it is necessary to successfully complete the reference transaction.
    3. Allows the patron to state fully his/her information need in his/her own words before responding. Never assume that you know what the patron is looking for and interrupt before the patron has time to finish.
    4. Rephrases the patron’s question or request and asks for confirmation to ensure that it is understood.
    5. Uses open-ended questioning techniques to encourage the patron to expand on the request or present additional information. Some examples include:
    1. Uses closed and/or clarifying questions to refine the search query. Some example of clarifying questions are:
    1. Uses terminology that is understandable to the patron and avoids library jargon.
    2. Maintains objectivity and does not interject value judgements about the transaction.

4. Locating the Information

As an effective information locator, the information provider:

    1. Constructs a competent and complete search strategy.
    2. Identifies other qualifiers of the query that may limit results, such as date, language, comprehensiveness, and selects search terms that are most related to the information desired.
    3. Consults guides, databases, or other information providers for assistance when the information provider cannot independently identify sources to answer the query.
    4. Discusses the search strategy with the patron.
    5. Encourages the patron to contribute ideas.
    6. Explains the search sequence to the patron and when appropriate utilizes guides to direct the patron further.

4.7 Attempts to conduct the search with the patron in the allotted time frame which is influenced by the following variables:

If none of the above variables apply, the maximum time allotted per transaction should not exceed ten minutes.

4.8 Accompanies the patron at least in the initial stages of the search process.

    1. Explains to the patron how to use sources when the patron shows an interest. Shows the patron where something is located when appropriate. Avoids pointing. Views each transaction as a possible instructional opportunity.

4.10 Works with the patron, after the initial search, to narrow or broaden the topic when too little or too much information is identified.

4.11 Provides guides to patrons who indicate they would like to work independently.

5. Follow-up

The information provider is responsible for determining if the patron is satisfied with the results of the search and is also responsible for referring the patrons to other sources, even when those sources are not available in the local library. For a successful follow up, the information provider:

    1. Asks the patron, when a result is found, if the question has been completely answered and if additional information is needed.

5.2 Recognizes when to refer a patron to a more appropriate service point and unit within the UCSD Libraries and local libraries following the guidelines in the Information Desk Manual. (see Works Cited #1 below.)

5.3 Provides as much information as necessary to facilitate the process such as: providing an address, phone number, directions on how to reach the establishment when referring a patron to another service point or library.

5.4 Encourages the patron to return to the information desk if they have any additional questions.

6. Other Topics Related to Service

The effective information provider:

    1. Is punctual for his/her information desk shift. If he/she is going to be late, notifies the information providers at the information desk.
    2. Is courteous to colleagues.
    3. Doesn’t interrupt colleague when they are assisting a patron. Allows them the same courtesy that he/she desires when assisting a patron.
    4. Volunteers for desk hours when there are staff shortages at the desk.
    5. Is prepared mentally and physically for the desk shift.
    6. Doesn’t answer off the top of his/her head – cites the source.
    7. If colleague is giving inaccurate or incomplete information to a patron, the information provider should volunteer accurate information at an appropriate point and manner. Colleagues readily accept constructive criticism and tips from co-workers.
    8. Strives for compatibility/teamwork/humor with colleagues.

Works Cited:

  1. University Library, University of California, San Diego. Information Desk Manual. (La Jolla: Calif., June 1995) 23.

Bruno’s Laws

--Phil Smith, Reference Librarian Extraordinaire
  1. Never Assume.

    2. Anything about anyone. Typically, the user who says "I’ve looked in the catalog and you don’t have the book" or the colleague who says "I’ve checked every conceivable source." Skepticism as process.

  2. Get OFF Your Duff.

    3. Pointing has its place, Emily Post to the Contrary, but the skilled librarian never simply points the user to a complex or iffy source. If there is any doubt that the user might run into problems, MOVE.

  3. Attempt to Answer the Original Question.

    4. During the reference interview, it often turns out that the question is reformulated. This is fine, but take care to respond to the question as asked. Example:

    Original question: "Where are the books on England?"

    Reformulated question: "Where can I find information on the Gunpowder Plot?"

    Somewhere early in the interview if possible, indicate that if the user truly does wish to browse the stacks, many books on England can be found the DA section on the fifth floor. In this way he/she perceives that the request for help has been fully heard.

  4. Never Take Anything Interesting to Read With You to the Desk.

    5. Not terribly interesting anyway. If you’re absorbed, with head lowered, you’ll appear to be unapproachable.

  5. Make it a Practice to Follow up on Unresolved Questions.

    6. This applies to questions you feel could have been answered better, even if the user has long since left the building. For several reasons: Sometimes the user returns. The question, or one like it, will probably come up again. It’s good device for testing new sources ("I wish I’d known about this last week.") A back burner, for odd moments on a rainy Tuesday, is a fine device.

  6. Keep in Mind: You May Have Heard the Question a Thousand Times, but it’s the First Time the User Has Ever Asked It.
  7. Dress Comfortably.
  8. Avoid Library Jargon like the Plague.

    9. If you tell someone to look under the main entry, the chances are good that he/she will find it – and leave it.

  9. Be Prepared to Drop all Conversation with Colleagues the instant a User Shows Up.

    10. No one will be offended by this standard practice.

  10. Before Coming to the Desk, Try to Take a Few Minutes for Mental Calisthenics.

    11. The desk shift should be approached for the fun and challenge that it is.

  11. Always pass along any Useful Information You Encounter in a Search.
  12. Be as Concrete as Possible When Giving Directions ("the second door on the white wall.")
    13.