Improving reference service performance : are the "right" people being selected for reference service positions?

Abstract

This study attempts to identify competencies considered necessary for the provision of an effective reference service within New Zealand academic, public and special libraries. Job advertisements, job descriptions and a survey of the opinions of a small group of local librarians involved in the selection of new reference staff were analysed. This analysis indicated that a wide range of competencies, encompassing both technical and interpersonal skills, are being looked for when selecting new reference librarians. However, it also highlighted that some discrepancies do exist in both the competencies being sought and the emphasis placed on them between the three methods of data collection and points to the need for more attention to be paid in this area. It also highlighted that two important competencies, namely a knowledge of reference interview techniques and an ability to listen did not figure highly in the list of identified competencies and suggests the need for a greater awareness to be placed on these competencies in the future. Areas of future research: examination into the ways in which job descriptions are defined and how well they match with librarians' beliefs about reference service; further investigation into the components which comprise reference service.