Reference Services Core Competencies—Final Student
Assistant
Graduate
Assistant
Staff/AP
Librarian
Customer Service
Training Source
Video:
Customer
Service in the
Library
1. Be aware of your role as a representative of
the unit, the University Library, and the
University of Illinois.
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2. Display a pleasant, respectful, and courteous
attitude in expression and tone of voice.
3. Use appropriate phone etiquette.
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4. Treat users with courtesy and respect during
interactions, regardless of culture, religious
beliefs, gender, race, physical/mental
abilities, age, economic status, political
views, or sexual orientation.
Approachability
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5. Make a conscious effort to be visible to
users, ready to provide prompt service when
approached.
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6. Keep all services areas clean, neat and wellorganized to ensure that the physical
environment will be conducive to learning.
7. Dress to present a professional image,
according to standards established within the
unit, as deemed appropriate at each staff
level.
Interest
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8. Give the user full attention when approached
for assistance and listening attentively to the
user's request.
Listening/Inquiring
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Compass Module –SA 9. Conducts effective interview to determine
patron’s information need
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seek the needed information.
Knowledge/Searching
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11. Recognize ready reference questions and
answer them with print or electronic
resources, based on familiarity and
experience with such resources.
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12. Familiarity with and ability to communicate
the resources and services outlined in
Policies, such as the "Services for Users with
Disabilities" webpage:
http://www.library.illinois.edu/learn/users
disabilities.html
13. Access and use basic assistive technologies,
when appropriate, to ensure that all users
have equitable access to technology.
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14. Find and communicate hour and location
information for UIUC libraries.
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15. Provide accurate, simple directions to
libraries within the Main Library and to
libraries in other buildings. A campus map
should be available as an aid.
16. Verify whether UIUC has a particular item
through the circulation terminal, through the
University Library Gateway online catalog,
and can search for items through electronic
reserves.
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17. Determine availability of specific issue of
journal, including full text availability in
print or online
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18. Assist patrons in placing requests for specific
items, including I-Share items and ILL.
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19. Use the University Library Gateway
proficiently as well as other fundamental
online resources (both ready-reference and
research) for the disciplines covered by the
unit/hub; being familiar with the comparable
resources in other disciplines within the
unit/hub.
20. Construct appropriate search queries.
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21. Assist patrons in broadening and narrowing
their searches or topics when necessary.
22. Critically evaluate and assess information
resources in relation to patron’s needs.
23. Personnel should be aware of special
locations within their library, e.g., reference
section, thesis collection, new books, special
collections, periodicals, etc.
24. Assist and train users to operate public
equipment, connect to the internet, utilize
library software applications,
25. Perform basic troubleshooting of technical
problems, and resolve or appropriately refer
those problems.
Providing the Answer/ Direct Assistance
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26. Incorporate instruction in reference
interactions to enable users to become more
independent and self-sufficient in their
research.
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27. Give the source of answers provided
(authority of the answer).
28. Respond to user inquiries in a timely manner.
The definition of "timely" is based on the
type of inquiry, the affiliation of the user
(i.e., UIUC or non-UIUC), and the research
effort anticipated for the response.
29. Answer most questions or make appropriate
referrals concerning the Libraries' policies
and procedures, including policies regarding
confidentiality, copyright, licensing and
privacy rights.
Follow-up /Referrals
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30. Distinguish questions which may be
appropriately addressed through UIUC Library
resources from questions which may be more
appropriately addressed by another library
entity or information source, and making
appropriate referrals for the latter.
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31. Notify the user of any referral to another
individual, within the unit or in another unit.
32. Take messages according to standards
established within the unit, if any.
• Determined by unit
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FOR LIBRARIANS, GRADUATE ASSISTANTS, AND DESIGNATED STAFF:
In addition to the service areas noted above, orientation and training programs should include the following
established Library procedures:
Fire Alarm Evacuation Procedures:
http://www.library.illinois.edu/administration/services/policies/fire_alarm.html
Medical Emergency Procedures:
http://www.library.illinois.edu/administration/services/policies/med_emergency.html
Tornado Evacuation Procedures:
http://www.library.illinois.edu/administration/services/policies/tornadoevacuate.html
Response to Violations of University Library Policies:
http://www.library.illinois.edu/administration/services/policies/staff_guide.html
Based on the related document: Patron Conduct Within the Library System:
http://www.library.illinois.edu/administration/services/policies/patron_conduct.html
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