{"id":1710,"date":"2023-02-02T21:49:22","date_gmt":"2023-02-02T21:49:22","guid":{"rendered":"https:\/\/wordpress.library.illinois.edu\/bhrsc\/?page_id=1710"},"modified":"2025-08-12T21:01:41","modified_gmt":"2025-08-12T21:01:41","slug":"section-b-public-service-procedures-and-guidelines","status":"publish","type":"page","link":"https:\/\/wordpress.library.illinois.edu\/bhrsc\/odt\/training-for-groups\/graduate-assistant-training-manual\/section-b-public-service-procedures-and-guidelines\/","title":{"rendered":"Section B: Public Service Procedures and Guidelines"},"content":{"rendered":"

Service Behaviors<\/h2>\n

RUSA Guidelines for Behavioral Performance of Reference and Information Service Providers<\/a><\/h3>\n

RUSA is the Reference and User Services Association. At the University of Illinois Library we strive to follow RUSA’s guidelines for services.<\/p>\n

GREAT Customer Service Guidelines<\/a><\/h3>\n

The GREAT guidelines are a foundation for training, delivery and assessment of University of Illinois Library customer service.<\/p>\n

Reference Referral Policy<\/a><\/h3>\n

This policy was developed for all library units who may field questions that do not relate to their expertise.<\/p>\n

Reference Interview & Instruction<\/a><\/h2>\n

A guide to the reference interview and instruction in reference, used in the Reference Interview training session.<\/p>\n

 <\/p>\n

Chat Reference Tools<\/h2>\n

Chat Reference Policy Guide <\/a><\/h3>\n

Information and guidelines about the types of Chat Reference we offer here at the U of I Library.<\/p>\n

LibChat Training Guide <\/a><\/h3>\n

Guide to logging into and using\u00a0 LibChat software.<\/p>\n

 <\/p>\n

Reference Statistics and Service Evaluation<\/h2>\n

LibInsight<\/a><\/h3>\n

LibInsight is the library’s statistics and assessment tool. We record reference interactions as well as usage statistics in the software.<\/p>\n

LibInsight Guide for Desk Statistics<\/a><\/h3>\n

This guide explains logging in, recording questions (with field descriptions), recording gate count and head count.<\/p>\n

Reference Question Form Field Descriptions <\/a><\/h3>\n

This page provides resources on reference and training and also explains how to customize LibInsight.<\/p>\n

READ (Reference Effort Assessment Data) Scale<\/a><\/h3>\n

The READ (Reference Effort Assessment Data) Scale is a scale we use to determine the difficulty and effort that goes into each reference interaction.<\/p>\n","protected":false},"excerpt":{"rendered":"

Service Behaviors RUSA Guidelines for Behavioral Performance of Reference and Information Service Providers RUSA is the Reference and User Services Association. At the University of Illinois Library we strive to follow RUSA’s guidelines for services. GREAT Customer Service Guidelines The GREAT guidelines are a foundation for training, delivery and assessment of University of Illinois Library […]<\/p>\n","protected":false},"author":94,"featured_media":0,"parent":1706,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-1710","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/wordpress.library.illinois.edu\/bhrsc\/wp-json\/wp\/v2\/pages\/1710","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wordpress.library.illinois.edu\/bhrsc\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/wordpress.library.illinois.edu\/bhrsc\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/wordpress.library.illinois.edu\/bhrsc\/wp-json\/wp\/v2\/users\/94"}],"replies":[{"embeddable":true,"href":"https:\/\/wordpress.library.illinois.edu\/bhrsc\/wp-json\/wp\/v2\/comments?post=1710"}],"version-history":[{"count":12,"href":"https:\/\/wordpress.library.illinois.edu\/bhrsc\/wp-json\/wp\/v2\/pages\/1710\/revisions"}],"predecessor-version":[{"id":2256,"href":"https:\/\/wordpress.library.illinois.edu\/bhrsc\/wp-json\/wp\/v2\/pages\/1710\/revisions\/2256"}],"up":[{"embeddable":true,"href":"https:\/\/wordpress.library.illinois.edu\/bhrsc\/wp-json\/wp\/v2\/pages\/1706"}],"wp:attachment":[{"href":"https:\/\/wordpress.library.illinois.edu\/bhrsc\/wp-json\/wp\/v2\/media?parent=1710"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}