That’s a Great Question! : Reference 101

Developed for library para-professionals and those new to service desks, this workshop provides a customer service toolkit for staff using the basics of traditional library reference service with the goal of enhancing patron satisfaction. Karen will work with administration prior to the session to develop resources specific to the organization.

By the end of this workshop, attendees will be able to:

  • Use traditional reference interview techniques to identify patron needs.
  • Provide alternatives instead of just saying “no” to a patron.
  • Offer appropriate referrals to customers needing assistance beyond the scope of the employee’s knowledge.
  • Provide follow up with patrons.
Presented by
On-Demand Program Subject Area
Leadership, Team-Building and Customer Service
Advocacy and Communication Skills
Program Format