RUSA 參考與資訊服務提供者行為指南 2023年更新版

 2023 年 RUSA 將 EDIA 融入 參考與資訊服務提供者行為指南，將原本五大評估面向修正為六個面向，分別是1. 包容性 (Inclusion)。 2. 可親近性 ( Approachability)。 3. 參與(Engagement)。 4.搜尋（searching） 5.評估(Evaluation)。 6 後續追蹤(Closure )。

整份文件的重點，除了六個面向之外，附錄B 還有很實用的建議詢問的問題與提問方式

面向	內容
1 Inclusion 包容性	A welcoming and inclusive environment sets the stage for successful reference interactions. 熱情和包容的環境為成功的參考互動奠定了基礎  To be inclusive, the library worker:  1.1  倡導參考諮詢服務的公平、多元、包容和可近性。(Advocates for equity, diversity, inclusion, and accessibility in reference services.) 1.2  確保指定的服務點可供所有人使用，並向適當的工作人員報告任何發現的障礙。(Ensures that the designated service point is accessible to everyone and reports any perceived obstacles to the appropriate staff.) 1.3  透過提供包括遠端參考在內的多種方式增加獲得參考服務的機會，並鼓勵透過圖書館網站、標示和其他媒體使用所有參考服務模式。(Increases access to reference services by offering a variety of modalities, including remote reference, and encourages use of all reference services modes via the library's website, signage, and other media. ) 1.4  以讀者自己的方式、不帶任何假設地與讀者互動。(Engages with people on their own terms and without assumptions. ) 1.5  反思自己的隱含偏見以及他們如何在參考諮詢互動中發揮作用。(Reflects on their own implicit biases and how they might play a role in reference interactions. ) 1.6  表現出文化謙遜和支持的態度(Displays cultural humility and a supportive demeanor. ) 1.7  表現出對文化、世代和其他溝通方式差異的理解(Demonstrates an understanding of cultural, generational, and other differences in communication styles, such as tone of voice, eye contact, and facial expressions. These may have different meanings in different contexts. ) 1.8  可能透過促進無障礙和多語言獲取技術的技術功能，使用個人偏好的溝通方式和策略（例如口頭、書面、手語、增強和輔助溝通 (AAC) 技術等）(Uses the person’s preferred communication style and strategies (e.g., verbal, written, sign language, Augmentative and Assistive Communication (AAC) technologies, etc.) possibly through technological features that promote accessible and multilingual access to technology. ) 1.9  提供輔助科技 (AT) (Offers assistive technology (AT) and provides help with AT in mind.)
2 Approachability 可親近性	圖書館工作人員發起參考互動的第一步是確保該人能夠輕鬆地提出問題。第一印象為整個溝通過程定下了基調，使人們決定他們是否在安全的地方分享想法。(The library worker’s first step in initiating a reference interaction is to ensure the person feels comfortable asking questions. First impressions set the tone for the entire communication process, causing the person to decide whether they’re in a safe place to share ideas. )  To be approachable, the library worker:  2.1  很容易被辨識為工作人員(Can easily be identified as a staff member. ) 2.2  保持可見性並鼓勵人們與其互動(Maintains visibility and encourages the person to interact with them. ) 2.3  隨時注意以確定人們是否在等待並及時確認。(Monitors the service to determine if people are waiting for assistance and acknowledges them in a timely manner. ) 2.4  透過放下所有其他活動並開始目光接觸、使用歡迎的肢體語言或提出問候，將他們的全部注意力集中在該人身上。(Directs their full attention to the person by putting aside all other activities and initiating eye contact, using welcoming body language, or offering a greeting. ) 2.5  如果需求量很大，請向同事尋求協助。(Requests help from colleagues, if demand is heavy. ) 2.6  避免專業術語並澄清令人困惑的術語。(Avoids jargon and clarifies confusing terminology.)
3 Engagement 參與	在一次成功的參考諮詢中，圖書館工作人員表現出高度的不帶偏見的興趣，以幫助人們探索主題、完善問題或表達他們想要學習的內容。For a variety of reasons, library users seldom start and end interactions with the same inquiry. People may ask: what they think a library worker can answer; what they’re comfortable sharing with a stranger; or, what they are able to communicate at that moment. In a successful reference interview, the library worker demonstrates a high degree of nonjudgmental interest to help the person explore the topic, refine the question, or express what they want to learn.  To engage with people, the library worker:  3.1  鼓勵大家自由提問。(Encourages everyone to ask questions freely.) 3.2  將注意力集中在讀者身上，直接與他們溝通或以他們感到舒服的方式溝通。(Focuses attention on the person, communicating directly with them or in the manner with which they are comfortable. ) 3.3  傾聽對方充分陳述他們的資訊需求以及他們對主題的興趣。(Listens as the person fully states their information need and their interest in the topic.) 3.4  採用開放式和封閉式問題來決定讀者的資訊需求與服務優先順序。(Employs a system of open and closed questions to identify the person’s information need and service priorities.) 3.5  練習積極的傾聽技巧，以澄清讀者的資訊需求，重述問題並要求確認，以確保可正確釐清讀者的需求(Practices active listening techniques to clarify the informational objectives of the person’s inquiry, restating the question and asking for confirmation to ensure an accurate interpretation. ) 3.6  透過口頭或非口頭方式表示理解(Signals understanding through verbal or non-verbal means, such as affirmative acknowledgement of statements, nodding, or inserting emojis. ) 3.7  與讀者保持溝通以表達興趣，並保證即將做出回應(Maintains communication with the person to convey interest, and provides assurance that a response is forthcoming. ) 3.8  避免表達判斷，尤其是對於有爭議或敏感的話題。(Avoids expressing judgment, especially for controversial or sensitive topics. ) 3.9  遵循虛擬參考服務的的最佳實務，這可能需要與面對面參考不同的互動技能。(Follows best practices for virtual reference, which can require different interactive skills than face-to-face reference.)
4 Searching 搜尋	Without an effective search, the desired information may be difficult to find.   As an effective searcher, the library worker:  4.1  詢問讀者已嘗試過哪些搜尋策略。(Asks the person what search strategies they have tried already. ) 4.2  邀請讀者在參考互動過程中貢獻自己的想法。(Invites the person to contribute their ideas throughout the reference interaction. ) 4.3  使用開放式問題鼓勵讀者在整個搜尋過程提供更多資訊。(Uses open-ended questions to encourage the person to refine or expand on their request or present additional information throughout the search process.  ) 4.4  為讀者提供自行執行檢索的選擇，同時接受圖書館館員的指導或觀察圖書館館員執行檢索。(Offers individuals the option of performing the search themselves, while receiving guidance from the library worker or observing the library worker carry out the search. ) 4.5  共享互動過程中所使用的搜尋畫面或資源。(Shares the search screen or resources used during the interaction.) 4.6  解釋整個互動過程中有關的資訊資源、所使用的搜尋術語等的選擇。(Explains choices about sources selected, search terms used, etc. throughout the interaction. ) 4.7  檢查搜尋結果在多大程度上滿足讀者的需求，並視情況修改搜尋策略。(Checks to what extent the search results meet the person’s needs, revising search strategies as appropriate. ) 4.8  讓讀者開始研究的初步步驟，並根據需要提供更多幫助(Gets the individual started on the initial steps of their research and offers more assistance as needed. ) 4.9  嘗試在指定的時間範圍內進行檢索，同時管理對圖書館工作人員能夠完成的任務的期望(Attempts to conduct the search within the person’s allotted time frame, while managing expectations about what library workers can accomplish.)
5 Evaluation 評估	People may need support in determining if the information identified is optimal, appropriate, or trustworthy. Library workers should employ point-of-use instruction and encourage people to evaluate information.   As an information mediator, the library worker:  5.1  協助讀者確定資訊在準確性、權威性、偏見、涵蓋範圍、可信度、目前可獲得性、相關性、可靠性、資訊範圍等方面的適當性。(Assists the person in determining the appropriateness of information with regard to accuracy, authority, bias, coverage, credibility, currency, relevance, reliability, scope of information, etc. ) 5.2  根據需要確定其他評估標準或技術(Identifies other evaluation criteria or techniques, such as lateral reading or crossreferencing, as needed. ) 5.3  如有需要，與讀者合作檢視結果並確定不同或額外的資源。(Works with the person to review results and identify different or additional resources, if desired. ) 5.4  幫助讀者確定搜尋結果的語言、格式或讀寫程度是否適當。(Helps the person determine if the search results are in a language, format, or a level of literacy that is appropriate.)
6. Closure 後續追蹤	服務的目標是滿足人們的參考或資訊需求。(The goal of our services is to meet the person’s reference or information needs. )  Prior to concluding an interaction, the library worker:  6.1  與讀者確認其目前的資訊需求已被滿足(Confirms with the person that their current information need has been met. ) 6.2  鼓勵讀者再次聯繫以提出進一步的問題，確保他們了解所有可用的聯繫方式。(Encourages the person to reach out again with further questions, ensuring they are aware of all available contact options. ) 6.3  根據需要向讀者推薦額外資源，例如學科館員、專業圖書館或社區資源。(Refers individuals to additional resources, such as subject librarians, specialized libraries, or community resources, as needed.  ) 6.4  服務符合圖書館的品質政策(Manage expectations about service provision based on library policies. ) 6.5  當問題超出圖書館的範圍和能力時進行解釋，並協助確定適當的機構或外部資源。(Explains when a question is beyond scope and capacity of the organization and assists in identifying the appropriate institution or external resource.)