Reference Services

textbook Chapter 7 Goals of Reference Services  Directly aid individual customers resources.

(library patrons) needs and/or assist them in the effective use of in their quest for information, to resolve their research   Efficiently match the patron’s needs with available or attainable resources.

In many libraries, secondary goal is to teach users how to conduct searches and use resources self-sufficiently (information competency)

Reference Services

  The ability of the librarian or library technician to translate a question into terms that can be met by a given reference work.

Art or Science?

  Art : skillful reference interview to identify need; creative search strategy; serendipity Science : characterize and classify the inquiry (type of question, subject category); matching source to the need.

Definitions

    Ready Reference: Quick answer or guidance (often less than 10 minutes) Reference: More complex information need, requires more extensive search, 10-30 minutes Research: Extensive, exhaustive study. Makes connections between information and ideas; may include drawing conclusions. Reference interview: dialog between the patron and the librarian or library technician to clarify the information need.

Types of Reference Service

    Individual – one-on-one   In-person, telephone Electronic – e-mail, IM/chat, 24/7  Mail – respond to written requests Group  Bibliographic instruction,  Workshops or training classes Point of service: typically at Reference desk  Large libraries may also have an information desk. Tools of the trade: computer with Internet access, phone, print ready reference collection

The Question and the Reference Interview 

Step 1: Patron asks a question

Librarian or library technician uses active listening techniques to engage in a dialogue determine :  Does the patron know what they are looking for?

  What is the nature of the request? What do they actually need? (i.e. how much information is needed)?

Do I understand what the patron needs?

Step 2: Clarify Question

  Restate the question.

Ask open ended questions information:       for additional Is this for a specific class/project?

Are you looking for brief or extensive information?

Do you need any special format?

Is your information date-sensitive?

Have you found any helpful information so far?

Tell me more about your topic!

   

Step 3: Analyze the Question

What type of reference question: 

Directional

Where is…?

    Ready Reference quick fact query, definitions (use: dictionaries, encyclopedias, almanacs, web sites) Subject Specific more detailed research (subject encyclopedias, books, periodicals, web sites) Research extensive time and resources required Technical Assistance?

Translate the question into potential library sources Consider the type of information needed.

Select the best source to find the information.

Step 4: reference options

Level and type of service depends on type of question and library’s service policy and staffing:  Provide answer to ready reference question     Present options for exploration (“information advisor”).

Guide patron through the physical search of appropriate sources Give point-of-use instruction on how to use resource.

Provide research for patrons (e.g. Special Libraries e.g. Law libraries)

Step 5: Follow-Up

    Does this seem to meet your needs? Is it what you want?

 Does this completely answer your question?

Do you also need statistics?

Do you need visual aids for your presentation?

Please come back and ask if you have additional questions! (or call or e-mail)

Reference transaction summary

     Step 1: Patron asks a question.

Step 2: Clarify or define the question.

Step 3: Analyze the question.

  Consider the type of information needed.

Select the best source to find the information.

Step 4: Provide direction and/or locate information.

Step 5: Follow-up.

Job Skills for Reference Service

       Interpersonal “people” skills and attitude  verbal, nonverbal, active listening   Customer service, sensitivity, informal but businesslike Match style to user (e.g. age, language skills) Knowledge of information sources (not the answer) Sense of curiosity Perseverance and patience Mix of exotic and routine Team player Training/teaching skills

Basic Reference Tools

General: broad in scope and deal with all topics.

Specialized: narrow, subject/topic specific.

   Dictionaries   Language Subject specific Encyclopedias  General (World Book, Wikipedia)  Subject specific (Oxford Music Online, Encyclopedia of Psychology) Indexes and Databases  Guides to books, content of books and periodicals.

     Atlases & Gazetteers (geographic info.) Handbooks, Manuals, Guides (how-to, overviews) Directories lists Biographical sources (people) Almanacs & Yearbooks (facts, summaries)