1. Under the "Unified Service" concept used at the Houston Public Library,all public service staff members are expected to be able to meet the basic reference needs of customers.(Tier 1 of three levels of reference service). Managers are expected to be able to meet all three levels, from basic to complex. Self-directed online resources for managers are available at http://hplreftraining.blogspot.com/ .
2. The Electronic Reference Users Manual, available on the Intranet under " Documents & Resources", is a source of what electronic resources are available, and how to use them.