Virtual Reference

First they have to find us...

A successful reference transaction requires a high level of visibility. To reach as many students as possible we have promoted our service through newsletters, social media, and other communication tools used at NIC including Blackboard, student portal, and the multiple television screens throughout campus. We have created multiple access points for students to receive research assistance including the LLC homepage, subject guides, and ILS.

In order to have a successful reference transaction, it is essential that the staff member be approachable.  Regardless of the medium students are using to access research support, the staff member’s first step in initiating the reference transaction is to make the patron feel comfortable in a situation that can be perceived as intimidating, confusing, or overwhelming. We set the tone for the entire communication process, and this influences the depth and level of interaction.

What we can do:

• We are poised and ready to engage patrons. The student has our full attention.
• We always offer a friendly greeting to initiate conversation and, as much as you can, remain visible to the student.
• We employ a system of questions to identify service priorities.
• We provide prominent, jargon-free pointers to all forms of reference services.