| S/N | SKILLS ON REFERENCE | Stretched responses | Collapsed responses | ||||
| VHA | HA | LA | VLA | SA | IA | ||
| 1 | Ability to use various communication technologies to provide services to library users | 2 | 5 | 10 | 3 | 7 (35%) | 13 (65%) |
| 2 | Effectively search for information required by library users (retrieving required information through the computer from online databases for users) | 1 | 5 | 11 | 3 | 6 (30%) | 14 (70) |
| 3 | Ability to use various computer hardware in the library | 2 | 3 | 9 | 6 | 5 (25%) | 15 (75%) |
| 4 | Ability to use various computer software packages | 2 | 5 | 9 | 4 | 7 (35%) | 13 (65%) |
| 5 | Ability to use various electronic resources to satisfy the needs of library users | 5 | 9 | 4 | 2 | 14 (70%) | 6 (30%) |
| 6 | Ability to diagnose the needs of various library users | 5 | 11 | 3 | 1 | 16 (80%) | 4 (20%) |
| 7 | Ability to use online library information resources | 3 | 5 | 8 | 4 | 8 (40%) | 12 (60%) |
| 8 | Effectively communicate with others to ensure customer satisfaction | 1 | 4 | 12 | 3 | 5 (25%) | 15 (75%) |
| 9 | Effectively solve problems ensuring customer satisfaction | 1 | 4 | 10 | 5 | 5 (25%) | 15 (75%) |
| 10 | Effectively demonstrate patience ensuring customer satisfaction | 1 | 5 | 12 | 2 | 6 (30%) | 14 (70%) |
| 11 | Effectively understand customers ensuring their satisfaction | 3 | 5 | 10 | 2 | 8 (40%) | 12 (60%) |
| 12 | Ability to listen effectively to library users to give adequate responses to their needs | 5 | 9 | 3 | 2 | 14 (70%) | 6 (30%) |
| 13 | Ability to satisfy the needs of various library users | 3 | 5 | 8 | 4 | 8 (40%) | 12 (60%) |
| 14 | Ability to respond to the various electronic resource needs of various library users | 3 | 12 | 3 | 2 | 15 (75%) | 5 (25%) |
| 15 | Ability to use various electronic resources | 5 | 10 | 3 | 2 | 15 (75%) | 5 (25%) |
| 16 | Able to work with colleagues as a team to achieve the library’s mission | 5 | 11 | 3 | 1 | 16 (80%) | 4 (20%) |
| 17 | Conduct telephone interviews | 3 | 5 | 10 | 2 | 8 (40%) | 12 (60%) |
| 18 | Conduct face-to-face reference interviews with library users | 5 | 10 | 3 | 2 | 15 (75%) | 5 (25%) |
| 19 | Able to conduct virtual reference with online users anywhere and at any time | 1 | 5 | 4 | 10 | 6 (30%) | 14 (70%) |
| 20 | Work effectively with little or no supervision | 3 | 5 | 8 | 4 | 8 (40%) | 12 (60%) |
| 21 | Carry out or perform assigned tasks in a timely manner | 1 | 4 | 12 | 3 | 5 (25%) | 15 (75%) |
| 22 | Web application (able to use information space through which documents can be accessed through the internet | 1 | 6 | 9 | 4 | 7 (35%) | 13 (65%) |
| 23 | Ability to manage and supervise other library personnel | 2 | 4 | 11 | 3 | 6 (30%) | 14 (70%) |
| 24 | Able to effectively plan activities | 5 | 9 | 5 | 1 | 14 (70%) | 6 (30) |
| 25 | Ability to use search engines for online search | 3 | 4 | 11 | 2 | 7 (35%) | 13 (65%) |
| 26 | Ability to provide assistance to online library users on their search for information | 1 | 6 | 9 | 4 | 7 (35%) | 13 (65%) |
| 27 | Ability to identify and respond to problems faced by library users | 6 | 9 | 3 | 2 | 15 (75%) | 5 (25%) |
| 28 | Ability to communicate effectively in writing | 11 | 5 | 3 | 1 | 16 (80%) | 4 (20%) |