|  HOME
RESOURCES FOR LIBRARIES
|
REFERENCE AND INFORMATION SERVICES COMPETENCIES
PREAMBLE
These competencies are to be used in conjunction with several other
companion documents as outlined in the Service Standards and Behaviors
section. When this document is consulted or presented, it should always
be done with the relevant RUSA/RASD and other NJLA competencies appended.
The reference interview is a complex process that combines a unique set
of behaviors and knowledge to allow an information professional to find
answers efficiently. Furthermore, reference and information services
extend beyond the provision of answers to questions. Essential reference
activities include developing a collection that meets the needs of the
community, offering readers advisory, providing instruction in the use
of library resources and technology, as well as offering services and
programs that enhance the lifelong learning of the members of the library's
community. These competencies are intended to address all types of reference
and information services - on-site, mail, telephone, email, and virtual.
Librarians should use professional discretion to modify their approach
to a question depending upon the medium in which the reference transaction
is occurring. These competencies should be uniformly applied to all patrons
of all ages.
SKILLS
A Reference/Information Services Librarian:
- conducts effective reference interviews to determine customer's
information needs
- identifies and use the most appropriate resources to find information
- constructs search queries on a variety of interfaces and apply search
skills to several databases
- works with patrons to locate the necessary resources, explaining
how to use sources as appropriate
- assists patrons in broadening or narrowing the search or topic when
necessary
- critically evaluates and assesses information resources in relation
to customer needs
- remains impartial and nonjudgmental in handling users' queries
- recognizes when to refer customers or questions to other libraries,
services, individuals or agencies
- provides readers' advisory services
- develops and maintains a collection of reference materials that meet
the needs of the community and can be readily accessed by library customers
- provides instruction, both formally and informally, that enhances
the information literacy skills of the members of the community
- prepares bibliographies and user guides to resources
- promotes the full range of available library services
SPECIALIZED KNOWLEDGE
A Reference/Information Services Librarian:
- understands the creation, structure, organization, management, dissemination,
use and preservation of information resources in all formats
- demonstrates a thorough knowledge of the in-house reference collection
and also knows what other reference sources are available elsewhere
for consultation
- understands the implications of information policy, including laws
regarding copyright, licensing, and intellectual property
- displays extensive knowledge of community or campus resources and
is able to refer customers to outside agencies and organizations when
appropriate
- stays knowledgeable with current events, popular and local culture,
as well as literature, politics, science, art, social sciences and
the humanities
- demonstrates knowledge of resources in New Jersey history, demographics
geography, politics and literature
- keeps current with knowing what electronic resources are available,
for purchase or for free, from contracts negotiated via statewide,
regional and local consortia and knows how to install or access these
resources
- maintains knowledge of current library trends and innovations, especially
those relating to reference and information services
SERVICE STANDARDS AND BEHAVIORS
A Reference/Information Services Librarian:
- effectively utilizes all model reference behaviors as outlined in
the document “Guidelines for Behavioral Performance of Reference
and Information Services Professionals” which was approved by
the RASD/RUSA Board of Directors and the American Library Association
in January 1996 www.ala.org/rusa/stnd_behavior.html
- provides excellent service in-person, on the telephone and via electronic
communications that is customized to meet the needs of individual customers
- performs ongoing analysis of community needs and modifies services,
collections and programs to meet the changing needs of the members
of the community that the library serves
- develops and reviews reference policies to ensure that they meet
the needs of the community and to verify that policies reflect practice
- utilizes the services made available via the New Jersey Library Network,
including the Supplemental Reference Centers at Camden and Newark,
Resource Sharing Unit, Citation/Location Center at Rutgers, New Jersey
Nightline, Q&ANJ, Multilingual Materials Acquisitions Center and
other services as stipulated by the online version of the Statewide
Services Handbook http://sussex.njstatelib.org/njlib/sshtoc.htm
- respects the confidentiality of user requests and follows the ALA
current Code of Ethics http://www.ala.org/alaorg/oif/ethics.html
- utilizes the "Guidelines for Medical, Legal, and Business Information
Service Responses" as approved by the RUSA Board of Directors
in June 2001 www.ala.org/rusa/stnd_general_ref_desk.html
- meets the requirements as outlined in the document “NJLA Core
Competencies for Librarians”, which was adopted by the New Jersey
Library Association on October 19, 1999 http://www.njla.org/statements/competencies.html
- meets the requirements as outlined in the document “NJLA Technical
Competencies for Librarians”, which was adopted by the New Jersey
Library Association on February 2, 2001 http://www.njla.org/statements/techcompetencies.html
Adopted by the NJLA Executive Board March 19, 2002
Last Updated : May 11, 2002
|
