Transcript evaluation - old

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Transcript no.
Categories:

Reference Question

Local Service Question

Dropped

Follow-up

Librarian Busy

Technical Problem

Obscene/Harassment

#
Yes
No
n/a
Behavior Guidelines

1
 
 
 
The librarian engaged in a reference interview.

2
 

 
 
The librarian chatted in a friendly and professional manner, e.g. avoided jargon and refrained from interjecting value judgements about the nature of the question.

#
Yes

No
n/a
RUSA Guidelines for Behavioral Performance...

3
 

 
 
The librarian signaled an initial understanding of the patron's needs. (2.4)

4
 
 
 

The librarian rephrased the patron's question or request and asks for confirmation to ensure that it is understood. (3.4)

5
 
 
 
The librarian asked open-ended questions to encourage the patron to expand the request or present additional information. (3.5)

6
 
 
 
The librarian used closed and/or clarifying questions to refine the search query or to clarify confusing terminology. (3.6)

7
 
 
 
The librarian broke the search query into specific facets. (4.0)

8
 
 
 
The librarian identified and stated search qualifiers that may limit results such as date, language, comprehensiveness, etc. (4.3)

9

 
 
 
The librarian encouraged the patron to contribute ideas while searching. (4.10)

#
Yes

No
n/a
Digital Reference Guidelines

10
 

 
 
The librarian sent messages to the patron between sending web pages.

11
 
 

 
The librarian and patron maintained a two-sided conversation.

12
 
 
 

The librarian sent information in small pieces.

13
 
 
 
The librarian offered or provided some instructional
guidance, including the search process or strategy.

14
 
 
 
The librarian fully cited resources, unless authorship was otherwise indicated. (Web pages pushed do not need to be cited).

15
 
 
 
The patron indicated satisfaction before the librarian
ended the call.

#
Yes
No
n/a
Conditional situations

16
 
 
 
Legal, medical and statistical information was not interpreted.

17
 
 
 
Questions requiring detailed information from the patron's
"home" library were referred.

18
 
 
 
Questions requiring detailed information from an in-depth resource unavailable to the librarian were referred.

19

 
 
 
If the librarian was too busy to take the call right away, the question was referred.

 
Totals

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