Reference Desk Observation Data Collection Tool
Name______Library Reference Desk Observed______
Date______Begin and end times for observation______
A.Approachability
- Was there someone at the reference desk prepared to help patrons?
Y_____N_____
2.Number of people who approached the reference desk during the observation______
- Was the reference librarian dressed professionally?
Y_____N_____
- Please rate the approachability of the reference librarian according to the following scale:
1. Unsatisfactory – not approachable
2. Satisfactory – patron was acknowledged, work was put aside
3. Very Satisfactory – patron was greeted and the reference librarian was entirely focused on the inquiry
- Did the reference librarian’s body language indicate that s/he was interested in assisting patrons?
Y_____N_____
If Yes, please describe what the reference librarian did when the user approached him or her.
______
______
______
______
B.Interest
1.Please rate the attention and interest shown to the patron’s question according to the following scale:
1. Unsatisfactory – no interest, reference librarian appeared distracted
2. Satisfactory – patron’s question given attention, however behavior lacked enthusiasm for the information need.
3. Very Satisfactory – full attention given and reference librarian enthusiastically assisted in the information need.
- Amount of time reference librarian spent with each patron
Min/sec.______
- Did the reference librarian’s behaviors indicate ENTHUSIASM or BOREDOM in the job? (Circle One)
What were the behaviors to suggest this?
______
______
______
______
C.Listening/Inquiring
- Did the reference librarian attempt to clarify the patron’s questions?
Y_____N_____
2.Please rate the reference librarian’s clarification efforts according to the following scale:
1. Unsatisfactory – made no attempt to clarify.
2. Satisfactory – asked some questions to clarify.
3. Very Satisfactory – asked open-ended questions to find out how much the patron knew about the subject and how much more they wanted to know.
3.Did the reference librarian repeat or paraphrase the patron’s questions?
Y_____N_____
- Did the reference librarian appear to make value judgments related to the information need?
Y_____N_____
D.Searching
- Did the reference librarian DIRECT or ACCOMPANY the patron to the source of the information? (Circle One)
2.How many information searches were conducted during the observation? ______
3.How much time did the reference librarian spend with the patron before conducting the search (asking questions? Probing for additional information?)
______
Please rate the reference librarian’s searching efforts according to the following scale:
1. Unsatisfactory – search conducted with no instruction or explanation. Did not accompany patron to the resources identified.
2. Satisfactory – search explained. Guided patron to resources.
3. Very Satisfactory – explained search process and provided instruction on how to conduct successful searches. Suggested alternative resources and guided patron to resources identified.
- Did the reference librarian use PRINT or ELECTRONIC or BOTH to respond to the information need? (Circle One)
- Were the searches successful?
Y_____N_____
E.Follow-Up
- Did the reference librarian offer the patron ways in which s/he could be contacted for future inquiries and/or encourage them to return if additional information was needed?
Y_____N_____
- Did the reference librarian return to the patron to check on their progress or if the sources were relevant or appropriate?
Y_____N_____
3.Please rate the reference librarian’s follow-up efforts according to the following scale:
1. Unsatisfactory – made no attempt to follow-up.
2. Satisfactory – suggested patron return to desk if additional information was needed.
3. Very Satisfactory – actively searched out patron to find out if the resources were relevant or appropriate.
- Did the reference librarian refer the patron to additional resources outside the library?
Y_____N_____
General Observations: