This class covers HCL’s philosophy of service, a brief review of the Information Services Policy and Guidelines and the Internet Public Use Policy, skills needed for providing excellent information services, and reviews of selected print reference sources.
Class is presented by Reference Skills Training Team members.
This class is required for librarians, associate librarians and substitute librarians who are new to HCL. Newly promoted staff may attend at the discretion of their supervisor. Current staff, including current substitutes, who want a refresher are welcome. Supervisory approval is required. Current substitutes should request approval from the supervisor of the agency where they substitute most often.
1. HCL Philosophy of Service:
Customer service, patron focus, providing information to meet patron needs.
2. Expectations of Information Services Staff:
Knowledgeable, accessible, proactive services.
3. Information Services Policy and Guidelines:
Overview of Information Services Policy and Guidelines, Internet Public Use Policy.
4. Reference Interview:
Setting the stage, interview techniques, effective communication.
5. Search Process:
Sources and search strategies, special considerations, hallmarks of good reference service.
6. Print Reference Sources:
Overview of print titles in the core reference collection.
This class lasts for 4 hours.