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Reference
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 Tuesday, March 6.
Scheduling Guidelines:
- Your 3 hours may be divided into two 1.5-hour slots or 3 1-hour
slots.
- Observe at least two different reference staff members over
the total 3 hours.
- If possible, observe at least once in the afternoon, and once
in the evening or on a weekend.
- Your scheduled observation hours will be marked on a calendar
at the reference desk; 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 a make-up time.
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., where
is 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 what happened, 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
it 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, Heather Smith
Volunteers: Eric Carpenter, Tom Hinders, John Sluk
Guidelines by CHC 3/6/01
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