Reference Service is evaluated on the following criteria:
I. KNOWLEDGE OF ROLE
Reference Theory and Practice
To meet their reference service responsibilities, reference librarians
must understand the various issues, functions and activities associated
with providing reference service in an academic library.
Role as a Librarian and Member of the Faculty
To function effectively as a member of the WSU faculty, reference
librarians must understand the rights and responsibilities of their
faculty status, as described in the University's Policies &
Procedure Manual and the WSU Faculty Handbook.
To fulfill their role as academic librarians responsible for providing
reference service in an academic library, reference librarians must
understand and follow the policies and procedures detailed in the
Library's Reference Policy. Reference librarians are expected
to fulfill the responsibilities of their positions in an ethical,
professional manner and to share their expertise with colleagues.
II. REFERENCE SERVICE
Knowledge of Reference Sources
To meet users' information needs, reference librarians must be able
to use and to teach others to use the print and electronic resources
available in the Library. They must also be aware of and refer patrons
to relevant resources not available in the local collection.
Reference Collection Management
Reference Librarians will actively participate with subject bibliographers
and the Reference and Information Services Librarian in evaluating
and selecting print and electronic resources for the reference collection.
Question Negotiation Skills
To understand the user's information needs, reference librarians
will develop and consistently employ excellent communication and questions
Reference librarians will make every reasonable effort to ascertain
the user's information need, will treat the user with courtesy and
respect, address the query in a serious, nonjudgmental fashion, and
attempt to determine whether or not the information need was met satisfactorily.
To provide effective reference service, reference librarians will
consistently demonstrate a commitment to service within the context
of the educational mission of the University and will tailor their
assistance to meet the patron's needs and learning style.
III. PLANNING, PROGRAM IMPROVEMENT AND PROBLEM SOLVING
To improve and further develop the Reference Program, reference librarians
* Participate in the governance of the program and keep informed
on reference issues, policies and procedures
* Serve their scheduled hours at the Reference Desk, consistently
provide high quality service, regularly attend and provide training
sessions to enhance knowledge and skills, and develop user guides,
* Take the initiative to solve problems constructively and make recommendations
for program improvement
* Demonstrate a positive work ethic and employ excellent planning
and time management skills.
IV. INTERPERSONAL AND COMMUNICATION SKILLS
With Students and Faculty
To provide high quality reference service to students and faculty,
reference librarians must utilize excellent interpersonal and communication
With Colleagues and the Reference & Information Services Librarian
To work effectively with library colleagues, which includes library
faculty, staff, student assistants, and the RMS Librarian, reference
librarians must employ good interpersonal and communication skills
and approach issues in a collegial, problem-solving manner.
NOTE: Specific details relating to the above expectations are detailed
in the Reference Service Performance Expectations Policy.
METHOD OF EVALUATION
Criterion 1, 2, 3, and 4 are evaluated by the Reference & Information
Services Librarian by examining the information contained in the annual
Faculty Activities Report, by working with and directly observing librarians
at the reference desk, and soliciting input from reference patrons. The
R&IS Librarian also refers questions to subject bibliographers, which
affords additional opportunities to assess their knowledge of their individual
Criterion 2.B: The R&IS Librarian evaluates the reference collection
by using it regularly to answer patron's questions and systematically
reviews the collection once a year.
The R&IS Librarian maintains a file of notes on direct observations
and feedback from patrons and other sources and meets regularly with reference
librarians to discuss these inputs and observations. The frequency of
the meetings vary, depending upon need.
The R&IS Librarian summarizes the results of these observations and
discussions in an annual written review.