Resources
"The Effects of Librarians' Behavioral Performance on User Satisfaction in Chat Reference Services," by Nahyun Kwon and Vicki Gregory. Reference & User Services Quarterly, 2008.
“Guidelines for Behavioral Performance of Reference and Information Service Providers,” rev. June 2004. Published by the Reference and User Services Association.
The Reference Encounter: Interpersonal Communication in the Academic Library by Marie Radford. Published by ACRL, 1999.
Conducting the Reference Interview by Catherine Sheldrick Ross, Kirsti Nilsen, Patricia Dewdney. Published by Neal Schuman 2002.
“Instructional Strategies for Digital Reference. Methods to Facilitate Student Learning," by Megan Oakleaf and Amy VanScoy. RUSQ 49.4 (2010): 380-390.
“Improving your IQ—Intelligent Questioning," by Kirk Kassner. Music Educators Journal 84.5 (1998) 33-36.
“Alleviating Library Anxiety,” by Erica Carlson Nicol. Public Services Quarterly 5 (2009): 278-281.
"Once More, with Feeling: Empathy and Technology in Customer Care," by Anthony G. Gorry and Robert A. Westbrook. Business Horizons 54 (2011): 125-134.
“Guidelines for Behavioral Performance of Reference and Information Service Providers,” rev. June 2004. Published by the Reference and User Services Association.
The Reference Encounter: Interpersonal Communication in the Academic Library by Marie Radford. Published by ACRL, 1999.
Conducting the Reference Interview by Catherine Sheldrick Ross, Kirsti Nilsen, Patricia Dewdney. Published by Neal Schuman 2002.
“Instructional Strategies for Digital Reference. Methods to Facilitate Student Learning," by Megan Oakleaf and Amy VanScoy. RUSQ 49.4 (2010): 380-390.
“Improving your IQ—Intelligent Questioning," by Kirk Kassner. Music Educators Journal 84.5 (1998) 33-36.
“Alleviating Library Anxiety,” by Erica Carlson Nicol. Public Services Quarterly 5 (2009): 278-281.
"Once More, with Feeling: Empathy and Technology in Customer Care," by Anthony G. Gorry and Robert A. Westbrook. Business Horizons 54 (2011): 125-134.
