Communication and Documentation Flashcards

During a reference interview, which question is an open-ended question?

Answer: What would you like to know about this topic?

Open-ended questions invite detailed responses rather than yes or no.

Which ending to a reference transaction best reflects RUSA guidelines for follow-up?

Answer: Ask, 'Does this completely answer your question?'

RUSA guidelines recommend asking whether the patron's need was fully met.

A staff member must tell a patron that their requested interlibrary loan was denied. What is the BEST approach?

Answer: Explain the reason clearly and offer alternatives

Delivering bad news with an explanation and alternatives maintains good service.

Which practice helps ensure a procedures manual stays useful over time?

Answer: Including a revision date and reviewing it on a regular schedule

Dated, regularly reviewed manuals stay accurate and show which version is current.

A library assistant overhears a coworker discussing a patron's overdue fines and borrowing history in the break room with a friend who does not work there. This is MOST directly a violation of:

Answer: Patron confidentiality

Sharing patron borrowing information with unauthorized people violates confidentiality.

When communicating a change in library hours to the public, the MOST effective strategy is to:

Answer: Use multiple channels such as the website, social media, signs, and newsletters

Multiple channels reach more patrons ahead of the change.

What is the primary purpose of a shift log or desk log at a service point?

Answer: To pass on important information, issues, and follow-ups between shifts

Desk logs keep staff on successive shifts informed and ensure continuity.