Mediation in Reference Service to Extend Patron Success

Reference librarians have been concerned about reference performance for many years. Evaluation and study have produced statistics and guidelines but not procedures for service. Many studies dwell on failure of the librarian but offer no process for systematic remediation of reference inaccuracy. Librarians should study more closely the successful patron's approach to the reference encounter and shift the emphasis of their concern and training to perfecting the delivery of service. Service industries have long known that the skill in delivering a service is often as important as the service itself. This paper offers a beginning in the redirection of reference energies to improve upon existing performance.