Job Title:  RIT Libraries Reference Services Project Intern 

Project Name:  RIT Reference Reimagined: Building a Dynamic and Flexible Knowledge Base 

Location: Hybrid (80% on-site) at Rochester Institute of Technology, Henrietta, NY campus 

Job Description 

Join RIT Libraries in advancing knowledge, fostering creativity, and connecting communities.  

The Reference Services Project Intern will be instrumental in improving the library's reference process by developing a critical knowledge base to improve the RIT Libraries' reference process. This project directly supports the library's commitment to high-quality services, ensuring patrons receive timely, accurate, and relevant answers to frequently asked questions.  The knowledge base will be a vital resource for Research and Instruction librarians as well as the Circulation and Patron Services team by facilitating the seamless sharing of information.  

Essential Duties and Responsibilities 

• Track and analyze data from reference transactions, desk/shift reports, virtual chat transcripts and email inquiries to identify the most frequently asked/answered questions 
• Interview librarians and Circulation staff and document common questions, answers and topics  
• Review specialized topic guides and identify research questions and strategies  
• Use SharePoint to develop templates, targeted subject pages, FAQs and relevant document libraries  
• Develop content migration plans  
• Begin to migrate content (if time permits)  
• Develop training plans (if time permits)  
• Work with the project sponsor to document work processes and tasks  ● Provide regular updates  

Knowledge, Skills and Abilities 

• Skill in organizational and time management 
• Ability to work independently or as a part of a team 
• Demonstrated excellence in oral and written communication  
• Good critical thinking and problem-solving skills 
• Preferred experience with relevant information technology such as integrated library systems, LibGuides, Microsoft Office and enterprise information portals, content management systems or team workspace tools like SharePoint or Confluence 
• Ability to work 80% on-site at Rochester Institute of Technology (20% remote work is available)  

Minimum Education and Experience 

• Enrolled as a student in an accredited MLS, MLIS or MS Library & Information Science program 

Intern Benefits 

This project provides an intern with hands-on team experience within an academic library setting. The intern will gain a comprehensive understanding of research, instruction, outreach, and operational procedures across circulation and access services. They will develop expertise in reference best practices by utilizing common academic library tools and resources. They will be exposed to print and electronic resources, scholarly communication, copyright, and academic integrity issues frequently encountered by library staff.  

Additionally, the intern will gain valuable technical proficiency in SharePoint, LibGuides, LibraryH3lp and Qualtrics (for interview surveys) as well as exposure to user experience testing (through patron interviews) and project management techniques and tools.   

The structure, scope, and outcome of this project also means that by the end of the internship, the intern will be able to point to a project that demonstrates their ability to:   

• Work with diverse stakeholders to do a needs assessment to improve a common library service model 
• Conduct user experience interviews  
• Gather, analyze, assess, and compile information from multiple sources  
• Produce a working knowledge base prototype utilizing industry standard platforms  
• Assess the prototype’s feasibility and recommend next steps for further development  
• Develop draft of training materials   
• Work with a variety of library tools, systems, resources and technology  

To be considered for this position, please complete this application and include your resume/CV and cover letter.   

Applications will be considered until the position is filled. 

This internship position is made possible by a grant from Rochester Regional Library Council (RRLC).