Análise do serviço de referência a partir das diretrizes da American Library Association

Abstract

The reference service in the light of the guidelines established by the American Library Association is the theme addressed in this study. In particular, the thematic focus is on the management of this service, whose objective is to identify the constituent elements, considering the process of implementation, evaluation, maintenance and restructuring of the reference service. Furthermore, the study presents concepts and characteristics of the reference service and contextualizes the importance of using guidelines to facilitate the management of this service. As it is characterized as a research of an intellectual nature, methodologically, the study is descriptive and qualitative, with the application of documentary research, complemented with the techniques of content analysis. International guidelines on the reference service were identified, selecting the guidelines of the American Library Association, which were summarized and grouped into categories, in order to elucidate the elements of the service. From the results, it was found that both in the implementation, evaluation, maintenance and restructuring, it is necessary to consider specificelements, in order to guarantee the adequate management of the service. We conclude about the feasibility and importance of the analyzed guidelines, mainly because they enable the management of the service in its entirety. This indicates the need for the formulation of assessment or diagnostic instruments, which include these identified elements, so that the reality of the institutions can be mapped, with the possibility of indicating improvements in the service offered.