Module 3: Communicating with Patrons

Learning Outcomes

Model behaviors and actions in the reference interview improve service.

You must be able to communicate effectively with all library patrons in order to provide quality reference service. Using recommended actions and behaviors for the reference process promotes effective communication.

Module 3 focuses on these model behaviors and actions. In this module, you will learn:

  • How to overcome barriers and make patrons comfortable during the reference interview
  • How to handle challenging situations
  • The difference between in-person and virtual communications

The information in Module 3 is drawn from the RUSA Guidelines.



Module 3: Communicating with Patrons