Fundamentals of Reference

Reference Standards 99

After providing definitions of “reference and user services librarians” and
“competencies” the guidelines enumerate these areas:

•   Access

•   Knowledge Base

•   Marketing/Awareness/Informing

•   Collaboration

•   Evaluation and Assessment of Resources and Services

Under each of these headings there is an explanatory paragraph listing the
competencies covered followed by several subheadings under which goals
and strategies are listed. The importance of communication skills in providing
reference service has been previously addressed, particularly in the discus-
sion on the reference interview (chapter
10). Here again communication skills are
stressed: Under “Access” the first subhead-
ing is “Responsiveness,” and the goal set
forth is “A librarian provides services that
are responsive to user needs.” Among the
strategies recommended are demonstrat-
ing approachability, showing an interest in
patrons and their requests, and using active
listening techniques in all interactions at
the reference service point. In the section of
the guidelines entitled “Collaboration,” not
only is the importance of working closely
with colleagues emphasized, but under the subheading of “Relationship with
users” the goal stated is “A librarian treats the user as a collaborator and part-
ner in the information seeking process.” Here again there is a reference to the
behavioral guidelines, specifically, the recommendation for listening/inquiring,
searching, and follow-up.
Another portion of these guidelines is entitled “Knowledge Base,” under
which “the areas of knowledge essential for reference and user services librar-
ians” are listed. A key statement in this section reads: “Core knowledge is
acquired as part of basic professional education. However, knowledge must
be continuously updated.” To that end, the goals and strategies presented are
those concerned with keeping the individual librarian current.

Virginia Massey-Burzio,

“Education and Experience:

or, the MLS Is Not Enough,”

in “Reference Librarian of the

Future,” Reference Services

Review 19 (Spring 1991):

72–74. Although written nearly

twenty years ago, the author’s

observations still ring true and

constitute sound advice.