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 customer service.
Reference Referral Policy
This policy was developed for all library units who may field questions that do not relate to their expertise.
Reference Interview Training LibGuide
A guide to the reference interview and instruction in reference, used in the Reference Interview training session.
Virtual Reference Tools
Chat Reference Policy Guide
Information and guidelines about the types of Virtual Reference we offer here at the U of I Library.
LibChat Training Guide
Guide to logging into and using LibChat software.
Reference Statistics and Service Evaluation
LibInsight
LibInsight is the library’s statistics and assessment tool. We record reference interactions as well as usage statistics in the software.
LibInsight Guide for Desk Statistics
This guide explains logging in, recording questions (with field descriptions), recording gate count and head count.
Reference Question Form Field Descriptions
This page provides resources on reference and training and also explains how to customize LibInsight.
READ (Reference Effort Assessment Data) Scale
The READ (Reference Effort Assessment Data) Scale is a scale we use to determine the difficulty and effort that goes into each reference interaction.