One Librarian at a Time: Group Assessment via Self-Assessment

This paper looks at two modes of assessment to improve reference customer service. The first mode is self-assessment: librarians choose a specific skill from the RUSA Guidelines for Behavioral Performance of Reference and Information Service Providers and focus on improving that one skill. Librarians and other service providers then engage in regular self-reflection on his or her reference skills and practice the behavior, regularly articulating their self-assessments in writing. The second mode of assessment uses digital reference transcripts as a learning opportunity. Individual librarians review reference transcripts for behavioral positives and negatives, discovering behaviors to emulate and behaviors to avoid.