Reference and Research Skills Priscilla Speer Jan 2008

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Reference and Research Skills Priscilla Speer Jan. 2008

Reference and Research Skills Priscilla Speer Jan. 2008

The reference Interview: what is it? – It’s a conversation between a patron and

The reference Interview: what is it? – It’s a conversation between a patron and a reference staffer – It’s a means of ascertaining a patron’s needs – It’s a strategy employed to assist patrons with research needs – It’s the center of reference service – It’s where the library most clearly & forcefully demonstrates to the public its value to them. – It’s never the same!

Steps in the Reference Interview 1. Open the interview. 2. Negotiate the question. 3.

Steps in the Reference Interview 1. Open the interview. 2. Negotiate the question. 3. Search for the answer 4. Communicate the information to the user. 5. Close the interview. - Bopp/Smith. Reference & Information Services. 3 rd ed. Littleton, CO; Libraries Unlimited, 2001. p 48.

Step 1: Open the interview First response is most important Ø Non verbal Ø

Step 1: Open the interview First response is most important Ø Non verbal Ø Approachability Ø Questions such as “Can I help you? ” Ø Create trust

RUSA Guidelines for Behavioral Performance of Reference & Information Services Professionals http: //www. ala.

RUSA Guidelines for Behavioral Performance of Reference & Information Services Professionals http: //www. ala. org/ala/rusaprotools/referenceguide/guidelinesbehavioral. htm • • • 1. 0 Approachability 2. 0 Interest 3. 0 Listening/inquiring 4. 0 Searching 5. 0 Follow-up

Step 2: Negotiate the question Most important stage in the reference interview Communication techniques:

Step 2: Negotiate the question Most important stage in the reference interview Communication techniques: - open questions- encourages user to talk - closed questions-leads to short answers - neutral questioning-understanding the context of the information need - active listening-restating what the patron has said to get their agreement that it is what they are needing.

Interviewing principles • Smile and greet patron in a friendly manner • Listen carefully,

Interviewing principles • Smile and greet patron in a friendly manner • Listen carefully, be interested • Take question seriously. • Ask questions until you completely understand the information need. • Never think you know the answer. • Invite the user to return if more help is needed.

Step 3: Searching for the answer • Should do this as a team •

Step 3: Searching for the answer • Should do this as a team • Continually checking with patron regarding currency, depth, etc… • Continue to discuss the question • Guide the patron, don’t do all the work for them.

Step 4: Communicate the information to the patron • Free of jargon • Appropriate

Step 4: Communicate the information to the patron • Free of jargon • Appropriate intellectual level • Tell or show the source

Step 5: Closing the interview • Contributes to the users final impression of the

Step 5: Closing the interview • Contributes to the users final impression of the library’s reference service • Contributes to user satisfaction • Use referrals if unsuccessful • Defer until librarian has more time

Attitudes & Characteristics of the Reference Librarian Discipline, self control, choosing to listen Broad

Attitudes & Characteristics of the Reference Librarian Discipline, self control, choosing to listen Broad Knowledge Sensitivity Patience Desire to help Knowledge of Reference sources - Bopp/Smith. Reference & Information Services. 3 rd ed. Littleton, CO; Libraries Unlimited, 2001. p 49.

Avoiding Avoidance Ease of computer searching Walk through technique Non approachable Being approachable Bad

Avoiding Avoidance Ease of computer searching Walk through technique Non approachable Being approachable Bad experience Lack of interest Listening

Online Chat/Virtual Reference Facts: • Can communicate in real time together. • Many libraries

Online Chat/Virtual Reference Facts: • Can communicate in real time together. • Many libraries request only submission of short answer questions, no complex questions. Questions: • Can it be as effective without eye contact, voice, facial expression cues? • What about confidentiality of chat reference transcripts? • Does this engender the fast food approach to scholarship? -Johnson, Corey M. “Online Chat Reference” Reference & User Services. Spring 2004: 237245

Q. First Choice for Reference Help with a Research Project Overall, 66% indicated that

Q. First Choice for Reference Help with a Research Project Overall, 66% indicated that they would choose faceto-face reference first. E-Mail reference was a distant second at 20%, and telephone & online chat garnered 9% and 4% respectively.

Q. Service Predicted to be Most Heavily Used in Ten Years Respondents predicted that

Q. Service Predicted to be Most Heavily Used in Ten Years Respondents predicted that e-mail reference would be the most heavily used service. E-mail reference constituted 42% of the responses, online chat reference 36% of the responses, face-to-face reference 19% of the responses, and telephone reference 3% of the responses.

Pathfinders: A Reference Tool • Research guides to help patrons • Help expedite the

Pathfinders: A Reference Tool • Research guides to help patrons • Help expedite the research process. • The patron uses the pathfinder as a type of tutorial that will get him/her ready to ask questions during the reference interview. • Would help alleviate stress for those patrons who prefer to look for themselves first. • Creates a criteria for the reference interview. • Can be good starting points in the reference interview and good ending points, as in “here is the list of sources for the information you want” but without the human element, they alone are really not the solution to reference questions.

Pathfinder format generally includes the following: • • • Title, introduction, and scope Starting

Pathfinder format generally includes the following: • • • Title, introduction, and scope Starting Points Reference sources Card catalog Online Databases Journals Media Web sites Further Research

Examples of online Pathfinders: • John Newbery Elementary School http: //nb. wsd. wednet. edu/lmc/pathfinders/pathfinder.

Examples of online Pathfinders: • John Newbery Elementary School http: //nb. wsd. wednet. edu/lmc/pathfinders/pathfinder. htm • Springfield Township High School Virtual Library http: //mciu. org/~spjvweb/pathmenu. html • Camden County Library - Subject Guides http: //www. camden. lib. nj. us/reference/subject. htm • Indianapolis Marion County Public Library: Pathfinders for Kids http: //www. imcpl. org/kids/guides/index. html • Barley Sheaf School Library http: //www. stemnet. nf. ca/CITE/themes. html • Subject Guides: UTC http: //www. lib. utc. edu/guides/index. html • Lakewood High School Pathfinders for Research Projects http: //www. lkwdpl. org/lhspath. htm • West Springfield High School Library Pathfinders and other Resources http: //www. fcps. k 12. va. us/westspringfieldhs/library/pathfinders. htm

Bibliography Bopp/Smith. Reference & Information Services. 3 rd ed. Littleton, CO; Libraries Unlimited, 2001.

Bibliography Bopp/Smith. Reference & Information Services. 3 rd ed. Littleton, CO; Libraries Unlimited, 2001. p 48. Johnson, Corey M. “Online Chat Reference” Reference & User Services. Spring 2004: 237245 Katz, William A. Introduction to Reference Work. Basic Information Services. Vol. 1. 8 th ed. New York: Mc. Graw-Hill, 2002.