Checklist Manifesto for Reference Desk

Over at Swiss Army Librarian, Brian Herzog has created a a checklist (or decision tree if you prefer) to make sure that anyone working at a library reference desk could be sure that they'd covered all their bases. He also reminds the reader that the checklist can be adapted to suit a particular library's needs and resources.

Here's what Brian came up with:

"Are you sure you understand the question?

• Don’t be afraid to ask follow-up questions and to restate the question in your own words to make sure you and the patron are on the same page

Is the patron looking for a specific item?

• It’s okay to use Amazon to verify the spelling of an author’s name or title, and Novelist or other websites to check titles in a series. Once you know what you’re looking for, be sure to check the local catalog, other libraries in the network, and also the state-wide catalog (if you have one) to interlibrary loan the item if necessary. If it’s nowhere to be found, should this item be purchased? (refer to your Collection Development policy)
• If the patron is comfortable with it, many books are now available online through Google Books, Project Gutenberg, and other ebook sources

Is the patron looking for a subject?

• Use the catalog to find the right Dewey range so the patron can browse the shelf, and see where other libraries have cataloged their books on this subject
• Remember to also check:

*other collections (Reference, Young Adult, Childrens, Oversized, Vertical File, Special Collections, etc)
*research databases (especially for homework research or very current information)
the library’s website (for subject guides, readers advisory, web links, etc)
*general internet searching to find public websites
*remember also to search government websites - add site:.gov to Google searches to limit to government websites
*if you’re in the right Dewey section but there are no books on the specific topic, look for a general book on the subject and check the book’s index for your specific topic

Is the question about something local?

• Check the local newspaper, local websites (especially newspaper and municipal websites, as well as meetup.com and yelp.com for socializing and events), printed brochures and fliers available in the library, event calendars, etc. Remember also to ask coworkers, as they may have heard of something or be involved with it

Is your answer still “no” or “I don’t know” - what else can you do?

• Is the problem that you’re in the right place and the information is just not there, or that you can’t think of where to look? Keep the patron informed, but don’t waste their time - there is nothing wrong with referring them to a larger or specialized library, another Town office, or organization that is more likely to have the resources to answer their question. Be sure to give them contact phone numbers/email address/web address/driving directions/operating hours
• Ask a coworker or supervisor for help
• Take the patron’s name and number and offer to contact them when you find something

If you want to read the whole post, go here.