GUIDELINES FOR PERFORMANCE STANDARDS
REFERENCE SERVICE
VISION:
The George A. Smathers Libraries ongoing mission is to support the evolving teaching, instruction and research endeavors at the University of Florida. Providing intellectual and physical access to all forms of recorded knowledge for our primary constituency is the fundamental responsibility of the Libraries. Therefore, the first goal in the Libraries Strategic Plan is to assess the University constituency needs for library resources and services and to ensure library programs meet these needs. An important objective of this goal is to develop collection and service plans that reflect institutional program priorities and that meet 90% of constituency needs for information and services. In addition, fostering cooperative efforts in local, state, and national information programs for the benefit of University of Florida faculty, students, and staff, the citizens of Florida and the scholarly community is an integral necessity. Moreover, by actively creating the library of the 21st Century, the aim is to ensure the future vitality of the Libraries' mission.Listed below are guiding principles in four areas:
Our Users
標e center everything we do on the needs of our user community who are at the heart of every decision we make.
標e seek out and listen carefully to user suggestions, complaints, and statements of need
Ourselves
標e recruit, hire and reward staff dedicated to improving their work.
標e achieve excellence by direct involvement in making decisions about our work.
標e have the opportunity, responsibility and authority to engage in continuous improvement of services and processes.
標e are committed to staff development and empowerment.
Our Environment
標e create a supportive atmosphere for innovation, experimentation and risk-taking.
標e are committed to fair, honest and respectful treatment of all individuals.
標e affirm the values of collegiality, humor and community in the workplace.
Our Commitment to Service
標e are committed to outstanding service to our users.
標e continuously improve our service through responsible stewardship of our resources.
標e are committed to collaboration, coordination, and outstanding service to one another in all areas where our work is interdependent.
標e are committed to continuous evaluation of service quality and effectiveness.
The following standards provide a means of assessing staff performance based on the Libraries' Vision and Guiding Principles.
1.0 APPROACHABILITY
1.1 Displays poise and readiness to engage approaching users by not engrossing self in reading, filing, chatting or other activities which might detract from a service image.
1.2 Establishes initial eye contact with user.
1.3 Acknowledges the presence of the user through smiling, a friendly greeting, initiating conversation, standing up, moving forward, or moving closer to the user.
1.4 Acknowledges others waiting for service.
1.5 Remains visible to users as much as possible. Avoids conversation with colleagues which might be misinterpreted or considered inappropriate.
1.6 Walks through the reference area offering assistance whenever possible.
1.7 Offers all users the same quality service.
2.0 INTEREST
2.1 Maintains or re-establishes eye contact with the user throughout the transaction.
2.2 Faces the user when listening.
2.3 Establishes a physical distance which appears to be comfortable to the user, based upon the user's verbal and non-verbal responses.
2.4 Gives the user confidence by signaling an understanding of the user's needs through verbal or non-verbal confirmation, such as nodding of the head or brief comments or questions.
2.5 Appears unhurried during the reference transaction.
2.6 Focuses attention on the user throughout the exchange.
2.7 Handles pressure situations with tact and composure.
2.8 Shows enthusiasm in providing services.
3.0 LISTENING/INQUIRING
3.1 Uses a friendly tone of voice throughout the transaction.
3.2 Communicates in a receptive, cordial, and encouraging manner.
3.3 Allows the user to state fully his/her information need before responding.
3.4 Displays tolerance of repetitive questions.
3.5 Rephrases the user's question or request and asks for confirmation and clarification.
3.6 Uses terminology that is understandable to the user.
3.7 Uses open-ended questioning techniques to encourage the user to present additional information. Some examples of such questions include:
Please tell me more about your topic.
What additional information can you give me?
What depth of information do you need?
3.8 Uses closed and/or clarifying questions to refine the search query. Some examples of clarifying questions are:
How much information do you need?
What have you already found?
What type of information do you need (books, articles, etc.)?
Do you need current or historical information?
3.10 Maintains objectivity and does not interject value judgments into the transaction.
3.11 Possesses ability to see humor in difficult situations.
4.0 FOLLOW-UP
4.1 Checks back and asks the user if the question has been completely answered.
4.2 Encourages the user to return to the reference desk for additional help.
4.3 Maintains an alertness to users and equipment where potential questions may come up.
4.4 Consults with other reference staff when additional expertise is needed.
4.5 Knows when to stop looking and provides appropriate referrals.
4.5 Refers user to the right location or the right person.
5.0 STAFF COLLEGIALITY
5.1 Contributes to a team concept of providing reference service.
5.1.1 Demonstrates willingness to offer assistance to colleagues working at the reference desk and asks for assistance when needed.
5.1.2 Demonstrates respect for colleagues verbally and by consistent punctuality in arrival for assigned desk duty.
5.1.3 Demonstrates flexibility by offering to substitute for absent colleagues and pinch-hit when off-desk assistance needed.
5.2 Uses tact and grace (without assigning blame) to correct a user's experience with poor referral or misinformation.
5.3 Demonstrates good interpersonal skills with colleagues and users.
6.0 BASIC REFERENCE COMPETENCY SKILLS
6.1 Demonstrates a broad general knowledge and intellectual curiosity.
6.2 Uses "free time" at the desk appropriately, expanding knowledge of reference sources.
6.3 Demonstrates understanding of basic reference collection organization.
6.3.1 Understands library classification systems.
6.4 Demonstrates understanding of basic reference materials.
6.4.1 Knows how to use ready reference collection.
6.4.2 Knows the core/basic literature of subject disciplines.
6.4.3 Seeks an expanding knowledge of reference sources, both older and newer ones.
6.5 Demonstrates knowledge of electronic reference sources and equipment (in relevant work areas.)
6.5.1 Knows how to use LUIS.
6.5.2 Knows how to use non-LUIS indexes.
6.5.3 Knows how to use the CD-ROM collection.
6.5.4 Keeps current with changes in technology.
6.6 Demonstrates ability to instruct users in library research process and how to use the basic, paper and electronic reference tools.
6.7 Demonstrates awareness of available library handouts and is active in preparation and updating of those handouts.
6.8 Demonstrates knowledge of libraries' policies/procedures and effectively interprets them to the public.
6.8.1 Possesses basic understanding of campus information, including other libraries and/or how to find out proper source for referral.
6.8.2 Uses the reference telephone effectively and appropriately.