This unit covers providing support in the provision of general reference and information services. Skills include conducting reference interviews; performing advanced searches; providing responses and following up on enquiries; providing guidance and assistance to facilitate the provision of reference services and providing basic readers’ advisory service to library patrons.
At the end of this module participants will be able to:

Conduct reference interviews to determine the information needs of patrons in accordance to the established organisation guidelines and service standards
Determine the appropriate information sources for the enquiries based on information gathered from the reference interview
Perform advanced searches using appropriate tools, techniques and database sources to meet established information needs
Provide appropriate responses, follow-up and closure to meet enquiry needs in accordance to established organisation policies,procedures and service standards
Provide guidance and assistance to junior staff and providing resolution or remedies when required
Provide administrative support to facilitate reference services as stipulated by work requirements
Provide basic readers’ advisory service to library patrons in accordance with organisation policies, procedures and service standards