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Reference
& Information Services Experiential Learning Activity
Guidelines for Reference Desk Observation
Over the next few weeks, you will observe at the Main Library
Reference Desk for a total of 3 hours. These hours will be scheduled
during the group meeting on Wednesday, March 6.
Scheduling Guidelines:
- Your 3 hours may be divided into two 1.5-hour shifts or 3
1-hour shifts.
- Observe at least two different reference staff members over
the total 3 hours.
- If possible, observe at least once during an afternoon, and
once during an evening or on a weekend.
- Your scheduled observation hours will be indicated on the
reference desk calendar; should you need to change them, 1)
call the reference desk (8285, x238) and ask the person there
to erase your name for that date/time; 2) contact Cynthia or
Heather to arrange an alternate make-up shift.
- Please try to complete your observation by Friday, Mar. 22.
Observation Guidelines:
- During your observation shift, sit at the chair closest to
the main entrance (east chair).
- Use your time at the desk to observe both patron and staff
member behaviors and interactions. Please watch and listen carefully,
and contribute to the conversation only if requested to.
- If the staff member accompanies the patron to an area away
from the desk, follow along. (The staff member will try to remember
to ask the patron if that is okay!)
- If a patron asks you a question, refer the person to the staff
member. If the question is a directional one ("Where is…"),
and you are confident you know the correct answer (e.g., the
location of the reserve room), you may answer it, but always
report back to the staff member what the question and your answer
were; we need to track all interactions on a tally sheet, including
any you may handle.
- If you have questions about an interaction, a response that
was given, resources that were recommended, etc., wait until
the transaction is complete and the patron has left the area
before asking.
- While low-volume chatting at the reference desk is acceptable,
as soon as a patron approaches the desk, expect the staff member
to immediately cease conversation in order to give their full
attention to the patron.
- We have not planned a group discussion after everyone has
completed observation. If you wish to discuss some aspect of
your observation experience afterwards, feel free to contact
Cynthia, Heather, or any of the staff members with whom you
observed.
Reference Department Staff Members:
Regulars: Helen Black, Cynthia Comer, Jessica Grim, Haipeng
Li, Megan Mitchell, Alita Pierson, Heather Smith
Volunteers: Eric Carpenter, Tom Hinders, John Sluk
Guidelines by CHC 3/1/02
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