Best Practices

  1. During a reference interaction, be aware and open to other knowledges, experiences, or cultural identities. Understand that students have a diverse array of education experiences or norms. 

  2. Allow the student to guide the reference interaction. This allows them autonomy in explaining their research question and talking it through. 

  3. Work with other colleagues in gathering and organizing resources for diversity of scholarship. Inclusivity is not only important in conducting a reference interview, but also in the information that is found and used. 

  4. Approach all reference interactions, regardless of modality, with inclusive practices in mind. 

  5. Approach all reference interactions with warmth and curiosity. While drop-in and chat questions will require a prompt response time, we commit to adopting a welcoming tone during all of our patron interactions. 

  6. Take the time needed to build rapport. In brief interactions, such as chat, a prompt, warm response creates trust. In longer appointments, create space at the beginning of the meeting to understand the user’s context and needs. 

  7. Embed ongoing learning and professional development into our shared RST work by continuing to share how we are applying best practices.  Make discussion of IR – for example, bringing our real-world examples and then mapping them to theories or frameworks – a regular part of RST meetings or schedule additional meetings to check in and deepen our understanding. 

  8. Identify and demystify library systems and structures as appropriate. Calling out things like problematic language in the Library of Congress subject headings or the privileging of certain materials over others in catalog search results helps students develop critical research skills and helps mitigate the knowledge imbalance between librarian and student. 

  9. Commit to the ongoing self-work of recognizing our assumptions, reflecting on and challenging our biases, and identifying small and large impact changes that we as individuals or as a team can make. Though this is ongoing self-work, we uphold our commitments to ourselves, our team, and our community. 

  10. Promote inclusivity beyond the interaction itself by sharing resources, research, ideas, and perspectives that support diversity and inclusion. 

  11. Utilize the "elements of practice" to guide our actions towards cultural humility in every interaction. The elements, by nature, are interconnecting, overlapping, and mutually reinforcing, and are meant to engender transformative change in each of our reference interactions. They consist of the following: 

    • Be open 

    • Defuse your defensiveness 

    • Decenter yourself 

    • Listen mindfully 

    • See perspectives beyond your own 

    • Practice critical self-reflection 

    • Recognize power dynamics 

    • Embrace hope 

    • Be ok with making mistakes 

    • Take action to make things better 

    • Welcome positive transformation 

  12. Identify your hotspots and strategies to reduce trauma responses and avoid retraumatization by critically reflecting on the following questions: 

    • What pushes your buttons? 

    • Why is it upsetting? 

    • Is there a reason it happens? 

  13. What are possible strategies to reduce the effect?