Reference Basics
Teach rather than answer questions
Get students actively involved - guide them through a search, rather than have them watch you conduct the search.
Provide information, not interpretation, tutoring, or advice.
SJSU's Online Reference Sources Libguide: links to the library's main reference source databases, resources, and library tutorials
SJSU Library Research Demonstration Video:
Other resources:
RUSA Guidelines for Behavioral Performance of Reference and Information Service Providers
Guidelines of the Successful Reference Interview from American Library Association
Steps of a reference interview:
- Welcoming
- Gathering general information from the user and getting an overview of the problem
- Confirming the exact question
- Intervention, such as giving information, advice or instructions
- Finishing, including feedback and summary
Martin Luther King Jr., Library Security Phone #: 408-808-2635
- The Library Security teamis staffed by 2 police officers and a number of Community Service Specialists (non-sworn security officers)
- Call library security or 911 for immediate help in any dangerous or threatening behavior by patrons
If a student or patron is showing sign of distress, but doesn't seem to be in need of immediate emergency service, call the Behavioral Intervention Team: 408-924-6339
- Behavioral Intervention Team is a group on campus that works to offer coordinated institutional response to students and SJSU community members whose behavior poses a risk to themselves or others.
For guide on how to respond to various situations of students in distress, refer to SJSU's Red Folder: https://www.sjsu.edu/bit/red-folder.php
Other resources:
Counseling and Psychological Services: 408-924-5910 (if after hours, press 4)
University Ombudsperson: 408-924-5995
Additional resources list: https://www.sjsu.edu/bit/resources/