(via Samantha Harlow, University of North Carolina at Greensboro)
Registration is open for the free ACRL University Libraries Section Professional Development Committee webinar “Model Reference Behavior”. It will take place on Wednesday, March 29, at 3:00 PM CDT.
Everyone wants to provide exceptional chat reference services, and SMU Libraries has exceeded expectations. Since it’s the initial touch point for library services, we provide exemplary interactions by employing a distributed model for our Ask Us service, meaning library staff across our Libraries work together to respond to queries. Our model includes a team overseeing the program and evaluating chat transcriptions monthly. Using a form we developed, we assess communication style, relationship building, the reference interview, and instruction. We emphasize instruction, including teachable moments, because the mission of academic libraries is to improve the information literacy skills of our constituents, and thus, aligns with our strategic plan. Our sampling method includes reviewing one chat per shift for the busiest chat week of the prior month. As part of the evaluation, we close the loop by following up using such actions as developing training, creating a new FAQ, or sharing an announcement with our library-wide Teams channel. Our assessment form is based upon RUSA Behavioral Guidelines, published best practices, and our own experiences and institutional needs. In its present form, our form is selective, not comprehensive. We primarily look for ways to improve our service, address training needs, and share kudos to celebrate excellence. Our Ask Us chat service is highly rated with a 3.94/4 average with a response rate of 25%. We have honed our services and want to showcase our unique way of approaching reference improvement that can be adapted across academic libraries.
Register here. If you can’t make this session but wish to view a recording later, please register so that you’ll receive an e-mail that includes a link to the video of the presentation.
Please direct questions and concerns to Andrea Wright (wright.andrea@outlook.com), or Samantha Harlow (slharlow@uncg.edu), chairs of the ACRL ULS Professional Development Committee.