Professional Competencies Professional Competencies for Reference and User for Reference and User Services LibrariansServices Librarians

Presented to the Participants of the Presented to the Participants of the 22ndnd Conference on the Teaching of Library and Information Science Conference on the Teaching of Library and Information ScienceSponsored by the Mindanao Alliance of Educators in Library and Sponsored by the Mindanao Alliance of Educators in Library and Information Science (MAELIS) Information Science (MAELIS) May 15-16, AVR, GET 2 Building, Matina CampusMay 15-16, AVR, GET 2 Building, Matina CampusUniversity of Mindanao, Davao CityUniversity of Mindanao, Davao City

by by DR. BRICCIO M. MERCED, JR.DR. BRICCIO M. MERCED, JR.

University LibrarianUniversity LibrarianUniversity of the Philippines Mindanao, Davao CityUniversity of the Philippines Mindanao, Davao City

Contents Contents IntroductionIntroduction DefinitionsDefinitions The CompetenciesThe Competencies

AccessAccess Knowledge BaseKnowledge Base Marketing/Awareness/InformingMarketing/Awareness/Informing CollaborationCollaboration Evaluation and Assessment of Resources Evaluation and Assessment of Resources

and Servicesand Services Implications to MAELISImplications to MAELIS

DefinitionsDefinitions Reference and User Services Librarians:Reference and User Services Librarians: Librarians Librarians

that assist, advise, and instruct users in accessing that assist, advise, and instruct users in accessing all forms of recorded knowledge. The assistance, all forms of recorded knowledge. The assistance, advice, and instruction include both direct and advice, and instruction include both direct and indirect service to patrons. indirect service to patrons.

Competencies:Competencies: Behaviors that excellent performers Behaviors that excellent performers exhibit more consistently and effectively than exhibit more consistently and effectively than average performers average performers

Strategies:SStrategies:Specific plans of action that excellent pecific plans of action that excellent performers typically employ to achieve competency performers typically employ to achieve competency goals.goals.

AccessAccess ResponsivenessResponsiveness Organization and Design of ServicesOrganization and Design of Services Critical Thinking and AnalysisCritical Thinking and Analysis

Knowledge BaseKnowledge Base Environmental ScanningEnvironmental Scanning Application of KnowledgeApplication of Knowledge Dissemination of KnowledgeDissemination of Knowledge Active LearningActive Learning

Marketing/AwarenessMarketing/Awareness/Informing/Informing

AssessmentAssessment Communication and OutreachCommunication and Outreach EvaluationEvaluation

CollaborationCollaboration

Relationships with UsersRelationships with Users Relationships with ColleaguesRelationships with Colleagues Relationships Within the ProfessionRelationships Within the Profession Relationships beyond the Library and Relationships beyond the Library and

the Professionthe Profession

Evaluation and Assessment Evaluation and Assessment of Resources and Servicesof Resources and Services

User NeedsUser Needs Information ServicesInformation Services Information ResourcesInformation Resources Service DeliveryService Delivery Information InterfacesInformation Interfaces Information Service ProvidersInformation Service Providers

ResponsivenessResponsiveness Goal:Goal: A librarian provides services that are A librarian provides services that are

responsive to user needs. responsive to user needs. Strategies:Strategies:

Determines the situational context of the individual Determines the situational context of the individual information needs of users information needs of users

Analyzes information sources recommended Analyzes information sources recommended Suggests specific works Suggests specific works Utilizes the Behavioral Standards for Reference Utilizes the Behavioral Standards for Reference

Librarians on Approachability, Interest, and Librarians on Approachability, Interest, and Listening/Inquiring Listening/Inquiring

Engages users in discussions about experiences related Engages users in discussions about experiences related to their information needs to their information needs

Respects the right of users to determine the direction of Respects the right of users to determine the direction of their research their research

Organization and Design of Organization and Design of ServicesServices

Goal:Goal: A librarian effectively designs and organizes A librarian effectively designs and organizes reference and user services to meet the needs of the reference and user services to meet the needs of the primary community. primary community.

Strategies:Strategies: Organizes presentation of information resources to match the Organizes presentation of information resources to match the

process users typically use in seeking information to meet their process users typically use in seeking information to meet their needs needs

Creates bibliographies, book talks, displays, tutorials, electronic Creates bibliographies, book talks, displays, tutorials, electronic documents, and other special tools to increase access documents, and other special tools to increase access

Organizes and effectively displays information Organizes and effectively displays information Utilizes Guidelines for Behavioral Performance on Searching Utilizes Guidelines for Behavioral Performance on Searching Designs services to meet the special access needs of primary Designs services to meet the special access needs of primary

users, including those with disabilities users, including those with disabilities Compiles and maintains information about community resources of Compiles and maintains information about community resources of

interest to primary user groups interest to primary user groups

Critical Thinking and Critical Thinking and AnalysisAnalysis

Goal:Goal: A librarian provides high quality services by A librarian provides high quality services by carefully analyzing both information sources and carefully analyzing both information sources and services. services.

Strategies:Strategies: Uses electronic and printed media to connect users with Uses electronic and printed media to connect users with

highly recommended, carefully selected sources highly recommended, carefully selected sources Synthesizes a variety of information sources Synthesizes a variety of information sources Evaluates information use patterns based on data Evaluates information use patterns based on data

collected as a result of information service operations collected as a result of information service operations Applies knowledge about the process of information Applies knowledge about the process of information

seeking to structure information services for users seeking to structure information services for users Utilizes Guidelines for Behavioral Performance on Utilizes Guidelines for Behavioral Performance on

Follow-up Follow-up

Environmental ScanningEnvironmental Scanning Goal:Goal: A librarian monitors the most relevant A librarian monitors the most relevant

information sources to routinely update knowledge information sources to routinely update knowledge of current developments in reference and user of current developments in reference and user services. services.

Strategies:Strategies: Reads, views, and listens to media to keep current Reads, views, and listens to media to keep current Attends exhibits at local, regional, or national Attends exhibits at local, regional, or national

professional conferences at least once a year professional conferences at least once a year Scans the environment for emerging technologies Scans the environment for emerging technologies Keeps current on new information resources by Keeps current on new information resources by

consulting a wide variety of reviewing sources and consulting a wide variety of reviewing sources and publishers catalogs publishers catalogs

Reads reviews in both print and online media concerning Reads reviews in both print and online media concerning works in all formats works in all formats

Application of KnowledgeApplication of Knowledge Goal:Goal: A librarian effectively utilizes new A librarian effectively utilizes new

knowledge to enhance reference and user knowledge to enhance reference and user services practices. services practices.

Strategies:Strategies: Reads the reference and research literature in Reads the reference and research literature in

user services and applies the knowledge gained user services and applies the knowledge gained Integrates use of latest technology and tools Integrates use of latest technology and tools Explores available technologies and their Explores available technologies and their

application to reference and user services. application to reference and user services. Experiments with latest available innovations to Experiments with latest available innovations to

assist users in meeting their information needs assist users in meeting their information needs

Dissemination of KnowledgeDissemination of Knowledge Goal:Goal: A librarian shares expertise with colleagues A librarian shares expertise with colleagues

and mentors newer staff. and mentors newer staff. Strategies:Strategies:

Teaches classes in areas of expertise. Teaches classes in areas of expertise. Prepares presentations in areas of expertise. Prepares presentations in areas of expertise. Creates Web pages in areas of expertise. Creates Web pages in areas of expertise. Discusses issues with colleagues. Discusses issues with colleagues. Mentors colleagues through listening, coaching, and Mentors colleagues through listening, coaching, and

serving as a role model. serving as a role model. Reviews draft manuscripts for colleagues. Reviews draft manuscripts for colleagues. Participates in professional discussions through Participates in professional discussions through

meetings, videoconferences, mail lists via email and meetings, videoconferences, mail lists via email and othersothers

Active LearningActive Learning Goal:Goal: A librarian actively contributes to A librarian actively contributes to

improving professional practice through improving professional practice through engaging in projects with colleagues and engaging in projects with colleagues and enhancing individual skills through enhancing individual skills through independent learning. independent learning.

Strategies:Strategies: Participates actively in professional organizations Participates actively in professional organizations

and works with librarians from a wide range of and works with librarians from a wide range of organizations. organizations.

Acquires skills through technology-based Acquires skills through technology-based learning modules when available and learning modules when available and appropriate. appropriate.

AssessmentAssessment Goal:Goal: A librarian conducts research to determine what A librarian conducts research to determine what

types of reference services to provide and to what types of reference services to provide and to what types of users these services will be provided. types of users these services will be provided.

Strategies:Strategies: Conducts surveys, within and beyond the library building, to Conducts surveys, within and beyond the library building, to

address the needs of users address the needs of users Conducts focus groups to meet and interact with users Conducts focus groups to meet and interact with users Consults with other libraries to network and brainstorm Consults with other libraries to network and brainstorm

concerning the programs and services concerning the programs and services Meets with community leaders to bridge the gap between the Meets with community leaders to bridge the gap between the

library reference service and the individuals and groups library reference service and the individuals and groups Evaluates information gathered from the research and Evaluates information gathered from the research and

background preparation background preparation Determines the user focus and reference service Determines the user focus and reference service Implements the reference and user services program that Implements the reference and user services program that

meets the information needs of users meets the information needs of users

Communication and Communication and OutreachOutreach Goal:Goal: A librarian effectively communicates the nature of the A librarian effectively communicates the nature of the

reference and information services that are provided to users reference and information services that are provided to users being served. being served.

Strategies:Strategies: Develops a written marketing plan as part of a strategic plan of Develops a written marketing plan as part of a strategic plan of

services and operations services and operations Develops a public relations plan for staff that trains individuals and Develops a public relations plan for staff that trains individuals and

addresses the importance of publicity and promotion of reference addresses the importance of publicity and promotion of reference servicesservices

Creates a physical environment that encourages users to visit the Creates a physical environment that encourages users to visit the physical library setting or utilize the virtual library physical library setting or utilize the virtual library

Utilizes electronic media such as homepages, e-mail, mail lists, radio Utilizes electronic media such as homepages, e-mail, mail lists, radio and television to promote reference servicesand television to promote reference services

Uses print media such as newspapers, brochures, newsletters, Uses print media such as newspapers, brochures, newsletters, displays, and posters to communicate the reference services displays, and posters to communicate the reference services

Determines community relationships and develops partnering models Determines community relationships and develops partnering models of services with groups within the community of services with groups within the community

Engages users through lectures, programs, tours, school visits, Engages users through lectures, programs, tours, school visits, departmental addresses, and press conferences to promote the departmental addresses, and press conferences to promote the reference services offered. reference services offered.

EvaluationEvaluation Goal:Goal: A librarian consistently and systematically evaluates A librarian consistently and systematically evaluates

the effectiveness of the marketing of reference and the effectiveness of the marketing of reference and information services. information services.

Strategies:Strategies: Conducts in-house meetings and training sessions to gather feedback Conducts in-house meetings and training sessions to gather feedback

from reference librarians from reference librarians Engages users in focus groups, surveys, and feedback forms as a Engages users in focus groups, surveys, and feedback forms as a

user follow-up for reaction and perception of reference services user follow-up for reaction and perception of reference services Evaluates the current and changing trends in reference and Evaluates the current and changing trends in reference and

information services and adjusts the services being provided information services and adjusts the services being provided Identifies the strengths and weaknesses of the products being offered Identifies the strengths and weaknesses of the products being offered Identifies new methods of service, new products and potential new Identifies new methods of service, new products and potential new

users by participating in conferences, workshops, and professional users by participating in conferences, workshops, and professional associations. associations.

Decides what reference services and products will be retained and Decides what reference services and products will be retained and what changes will be implemented what changes will be implemented

Continues the evaluation process as a periodic review that is set in a Continues the evaluation process as a periodic review that is set in a timeline for all reference service providers to participate in timeline for all reference service providers to participate in

Relationships with UsersRelationships with Users Goal:Goal: A librarian treats the user as a collaborator A librarian treats the user as a collaborator

and partner in the information seeking process. and partner in the information seeking process. Strategies:Strategies:

Utilizes the Guidelines for Behavioral Performance of Utilizes the Guidelines for Behavioral Performance of Reference and Information Services Professionals on Reference and Information Services Professionals on Listening/Inquiring, Searching, and Follow-up. Listening/Inquiring, Searching, and Follow-up.

Asks user's opinion and advice while working through Asks user's opinion and advice while working through the information transaction. the information transaction.

Involves the user in the process and in making decisions Involves the user in the process and in making decisions Acknowledges the knowledge brought by the user to the Acknowledges the knowledge brought by the user to the

interaction. interaction. Acknowledges the limits of local resources and refers to Acknowledges the limits of local resources and refers to

an appropriate resource base. an appropriate resource base.

Relationships with Relationships with ColleaguesColleagues Goal:Goal: A librarian works closely with colleagues to A librarian works closely with colleagues to provide quality service to users. provide quality service to users.

Strategies:Strategies: Recognizes that colleagues have unique knowledge, Recognizes that colleagues have unique knowledge,

skills, and strengths skills, and strengths Elicits assistance from a colleague when appropriate Elicits assistance from a colleague when appropriate Seeks opportunities to share knowledge and expertise Seeks opportunities to share knowledge and expertise

with colleagues with colleagues Facilitates and participates with colleagues in team Facilitates and participates with colleagues in team

development efforts to improve user service development efforts to improve user service Works effectively as part of a team Works effectively as part of a team Models effective team process behavior, including Models effective team process behavior, including

listening, discussing, and trust listening, discussing, and trust Develops with colleagues shared goals and values for Develops with colleagues shared goals and values for

excellent user services excellent user services

Relationships Within the Relationships Within the ProfessionProfession

Goal:Goal: A librarian develops collaborative A librarian develops collaborative relationships within the profession to enhance relationships within the profession to enhance service to users. service to users.

Strategies:Strategies: Takes advantage of the networking opportunities provided Takes advantage of the networking opportunities provided

by active participation in local, regional, state, national, by active participation in local, regional, state, national, and international professional organizations. and international professional organizations.

Identifies and seeks out possible partners in order to Identifies and seeks out possible partners in order to expand services to users. expand services to users.

Volunteers for and participates in state and national Volunteers for and participates in state and national collaborative efforts that will benefit local users. collaborative efforts that will benefit local users.

Utilizes the Guidelines for Behavioral Performance of Utilizes the Guidelines for Behavioral Performance of Reference and Information Services Professionals on Reference and Information Services Professionals on Follow-up. Follow-up.

Relationships Beyond the Relationships Beyond the Library and the ProfessionLibrary and the Profession

Goal:Goal: A librarian develops and maintains A librarian develops and maintains partnerships beyond the library and the partnerships beyond the library and the profession to strengthen services to users profession to strengthen services to users

Strategies:Strategies: Identifies partners who have knowledge and Identifies partners who have knowledge and

expertise of value to the library's users expertise of value to the library's users Communicates effectively with partners to Communicates effectively with partners to

ensure mutual understanding of goals, ensure mutual understanding of goals, objectives, and values. objectives, and values.

Forms partnerships to improve existing systems Forms partnerships to improve existing systems and to develop new products and services. and to develop new products and services.

User NeedsUser Needs Goal:Goal: A librarian effectively uses tools and A librarian effectively uses tools and

techniques to survey users and their techniques to survey users and their information needs. information needs.

Strategies:Strategies: Identifies the user population and the potential Identifies the user population and the potential

user population. user population. Plans and conducts regular assessments of Plans and conducts regular assessments of

information needs information needs Translates user needs into a plan for services. Translates user needs into a plan for services.

Information ServicesInformation Services Goal:Goal: A librarian assesses the effectiveness of A librarian assesses the effectiveness of

information services provided to users. information services provided to users. Strategies:Strategies:

Develops and incorporates measures of evaluation into Develops and incorporates measures of evaluation into any new information service. any new information service.

Develops service standards for new and existing Develops service standards for new and existing information services. information services.

Creates an organizational climate in which all existing Creates an organizational climate in which all existing and proposed services are measured consistently and proposed services are measured consistently against a standard. against a standard.

Analyzes the resources available and utilizes the human Analyzes the resources available and utilizes the human and fiscal resources for service programs and fiscal resources for service programs

Information ResourcesInformation Resources Goal:Goal: A librarian assesses and evaluates A librarian assesses and evaluates

resources in all formats in terms of objective resources in all formats in terms of objective standards and how well it meets the library's user standards and how well it meets the library's user needs. needs.

Strategies:Strategies: Assesses the content of resources in the print and virtual Assesses the content of resources in the print and virtual

collections for accuracy and currency collections for accuracy and currency Determines the authority of these resources. Determines the authority of these resources. Identifies any bias or point of view in an information Identifies any bias or point of view in an information

resource. resource. Evaluates new information sources appropriate for the Evaluates new information sources appropriate for the

primary users. primary users. Reads reviews of new information resources to Reads reviews of new information resources to

complement the librarian's own judgment. complement the librarian's own judgment. Writes and publishes reviews of new information Writes and publishes reviews of new information

resources. resources.

Service DeliveryService Delivery Goal:Goal: A librarian evaluates new or existing A librarian evaluates new or existing

services for a match between user capabilities and services for a match between user capabilities and service technological requirements. service technological requirements.

Strategies:Strategies: Determines the appropriate mix of technologies and Determines the appropriate mix of technologies and

delivery channels delivery channels Assesses new technologies to see if they can meet the Assesses new technologies to see if they can meet the

service needs more effectively than current methods service needs more effectively than current methods Experiments with and evaluates changes in services to Experiments with and evaluates changes in services to

users. users. Assesses the distribution of human and fiscal resources Assesses the distribution of human and fiscal resources

to ensure that resources are not tied to services or to ensure that resources are not tied to services or delivery methods that are no longer needed. delivery methods that are no longer needed.

Information InterfacesInformation Interfaces Goal:Goal: A librarian evaluates the format, A librarian evaluates the format,

access, and presentation aspects of access, and presentation aspects of resources as part of the overall assessment resources as part of the overall assessment of the value of tools. of the value of tools.

Strategies:Strategies: Identifies any factors that impede the use of the Identifies any factors that impede the use of the

resource. resource. Determines if there are alternative information Determines if there are alternative information

resources that have better user interfaces. resources that have better user interfaces. Communicates with the information resource Communicates with the information resource

designers concerns about usability. designers concerns about usability.

Information Service Information Service ProvidersProviders

Goal:Goal: A librarian effectively identifies and employs A librarian effectively identifies and employs evaluation techniques that measure staff evaluation techniques that measure staff performance.performance.

Strategies:Strategies: Identifies and uses those measures that have been Identifies and uses those measures that have been

developed by the profession developed by the profession Works with the information service staff to develop a Works with the information service staff to develop a

consensus of service standards. consensus of service standards. Develops measures that will be useful in assessing Develops measures that will be useful in assessing

whether or not service standards are being met. whether or not service standards are being met. Supports and encourages an esprit de corps that will Supports and encourages an esprit de corps that will

work to evaluate and improve service behaviors. work to evaluate and improve service behaviors.

Some Implications to Some Implications to MAELISMAELIS

Revise LIS curriculum to reflect RUSA standards Revise LIS curriculum to reflect RUSA standards Organize / create a RUSA Committee Organize / create a RUSA Committee Spearhead efforts at formulating / standardizing Spearhead efforts at formulating / standardizing

RUSA in Mindanao colleges and universitiesRUSA in Mindanao colleges and universities Coalesce / ally with existing library network and Coalesce / ally with existing library network and

librarians associations for adaptation / modification librarians associations for adaptation / modification Incorporate items applicable for inclusion in Incorporate items applicable for inclusion in

current library accreditation requirements current library accreditation requirements Encourage / urge / lead Mindanao librarians Encourage / urge / lead Mindanao librarians

associations to reorient / redirect their philosophy, associations to reorient / redirect their philosophy, goals, objectives, strategies towards more goals, objectives, strategies towards more professional outlook and undertakingprofessional outlook and undertaking

Thank Thank YouYou