REFERENCE REVAMP Sponsored by OLCs Reference and Information
REFERENCE REVAMP Sponsored by OLC’s Reference and Information Services Division
What we’ll cover today q The Reference Interview Remote Reference Ethics Reference Sources
Who are we? Lea Carrigan Jen Downing Reference Librarian Adult Services Librarian
The Reference Interview: Or, Why don’t patrons ask for what they really want?
Reference Gone Wrong!!! Training Boxers
Reference Gone Wrong!!! Training Boxers?
Reference Gone Right!!! Cinnamon
Reference Gone Right!!! Cinnamon Dinosaurs
Reference Gone Right! Roget’s Thesaurus
Your examples, please!
Approachability Look up from the desk Greet people Smile
Interest & Listening Give your attention to the patron in front of you. Treat all questions as important.
Paraphrasing Let’s the patron know that you have heard and understand the question. Keeps a talkative patron on point. Offers patron an opportunity to volunteer more information. This should be a statement. Questions can sound judgemental!
Asking Open-Ended Questions Don’t ask “Yes” or “No” questions. Don’t offer options. Takes the pressure off you to know something about the topic!
Clarifying Clarifying questions come late in the Reference Interview. This is asking specific questions about a particular piece of information. At this point you may use “Yes” or “No” questions. You may offer the patron choices.
Verifying Before you start your search, take the time to verify that you understand exactly what the patron wants. Gives the patron one more chance to clarify the question.
Searching What has the patron already found? Let the patron know what steps you are taking.
Following Up Make sure you have fully answered the patron’s question. The only way to know is to ask!
Ending the Interview Encourage the patron to come back if more information is needed. You may want to let the patron know how to contact you.
Further Resources Reference and User Services Association (RUSA) Website Ohio Reference Excellence (ORE) on the Web OLC RISD Blog
Remote Reference Or, I want it NOW! Or, Hello are you still there?
Types of Remote Reference What is Remote Reference? Phone Any reference transaction that is not conducted face to face. Email Chat Text/SMS
Remote Reference Conduct a Reference Interview Don’t forget to cite your sources Communication style is very important. Mimic the patron’s communication style.
Remote Reference cont. Following up is very important. Make sure to ask if you have fully answered the question. Include your contact information so the patron can reach you again if more information is needed.
Reference Ethics
Medical, Legal and Business Check with your Library’s policy: q “Staff cannot interpret medical, tax or legal questions, nor can they provide advice pertaining to these matters. However, staff can provide resources on a specific medical, tax and legal question. ” -Worthington Libraries RUSA Guidelines for Medical, Legal, and Business Responses http: //www. ala. org/rusa/resources/guideline smedical
Patron Privacy Professional Competence Privacy and Confidentiality Intellectual Freedom Equitable Service and Access Intellectual Property
Print Reference Sources
Types of Print Reference Sources Encyclopedias Almanacs Dictionaries Atlases Gazetteers Bibliographies Directories Guidebooks Handbooks Indices Manuals Yearbooks
Most Important: Know YOUR collection!
A Few of Our Faves
Online Reference Sources
Useful Web Sites Ohio Web Library http: //www. ohioweblibrary. org/ Open Directory Project http: //www. dmoz. org/ Ipl 2: Information You Can Trust http: //www. ipl. org/
Useful Web Sites q Google Advanced Search http: //www. google. com/advanced_search Wikipedia http: //www. wikipedia. org/
Free Journal Articles q High. Wire Press (Stanford): q http: //highwire. stanford. edu/lists/freeart. dtl q Directory of Open Access Journals q http: //www. doaj. org/ Wiley Open Access: http: //www. wileyopenaccess. com/view/journals. ht ml
Evaluating Websites Questions to Ask Yourself Who produced the site? What is the purpose of the site? Who is the intended audience? Is the information accurate? Is the information objective? Is the information current?
Evaluating Websites cont. Evaluating Web Sites Tutorial http: //liblearn. osu. edu/tutor/les 1/ Evaluating Web Sites: Criteria & Tools http: //olinuris. library. cornell. edu/ref/research/webe val. html Finding Information on the Internet: A Tutorial http: //www. lib. berkeley. edu. /Teaching. Lib/Guides/I nternet/Evaluate. html
Thoughts? Questions?
Contact Info: Lea Carrigan Jen Downing Reference Librarian Adult Services Librarian Fairfield County District Library Worthington Libraries lcarrigan@fcdlibrary. org jdowning@worthingtonlibraries. o
Resources Ford, Charlotte. Crash Course in Reference. Westport, CT: Libraries Unlimited, 2008. Print. Mulac, Carolyn M. Fundamentals of Reference (ALA Fundamentals). Chicago: American Library Association, 2012. Print. www. olc. org/ore http: //unllib. unl. edu/LPP/willenbrown. htm Note: Links are a work in progress, but the information on the site is wonderful! The Reference Interview: Theories and Practice http: //www. ala. org/rusa/resources/guidelinesbehavioral Guidelines for Behavioral Performance of Reference and Information Service Providers
Image Credits: Slide 3 - http: //www. slideshare. net/bcshipps/referenceinterview-101#btn. Previous Slide 4 - http: //www. livestrong. com/boxing-training/ Slide 5 - http: //www. livestrong. com/boxing-training/ & http: //www. gentledogtraining. com/groupclassdescription. html Slide 6 http: //frogrecruitment. files. wordpress. com/2012/06/cinna mon. jpg Slide 7 http: //frogrecruitment. files. wordpress. com/2012/06/cinna mon. jpg & http: //www. nyparenting. com/stories/2012/10/sif_cal_dino saurs_2012_10. html
Image Credits Slide 8 - http: //www. yourdictionary. com/about/rogetsthesaurus. html Slide 10 - https: //fisher. osu. edu/blogs/maccadmissions/files/job-reference-check. jpg Slide 21 - computerhelpall. blogspot. com Slide 22 – actual Worthington Libraries’ IM transaction Slide 23 http: //www. acfe. com/uploaded. Images/ACFE_Website/C ontent/images/topic-landing/ethics-and-compliance. jpg Slide 28 http: //www. hartnell. edu/library/LIB 5/reference_books. jpg
Image Credits Slide 31 http: //www. dtalkville. com/aca/ACAIMAGES_BKS/american_decades_1920 _1929. jpg, http: //images. betterworldbooks. com/023/The-Columbia-Granger -s-Index-to-Poetry-in-Anthologies 9780231139885. jpg, http: //4. bp. blogspot. com/_q 95 ENV 9 JKe. A/TAVT 5 K 46 j. I/AAAAASw/_f. LREo 1 Riu. U/s 1600/512 GXBVBX 8 L. _. jpg, http: //img 2. imagesbn. com/p/9780071801171_p 0_v 1_s 260 x 420. JPG, http: //www. amazon. com/Oxford-English-Dictionary-volprint/dp/0199573158/ref=sr_1_2? s=books&ie=UTF 8&qid=1364240059&sr =1 -2&keywords=oxford+english+dictionary, http: //www. ebookws. com/uploads/posts/2013 -03/1 -business-planshandbook-vol. 22. jpeg, http: //img 1. imagesbn. com/p/9781616086992_p 0_v 1_s 260 x 420. JPG, http: //www. ippbooks. com/store/images/T/--7853. jpg, http: //img 1. imagesbn. com/p/9781604870152_p 0_v 1_s 260 x 420. JPG
Image Credits Slide 32 http: //library. sdsu. edu/sites/default/files/imagecache/gall ery_full/Search. png Slide 38 - http: //2. bp. blogspot. com/-JEf. Cd 3 qv 2 Q/Tcqdx 7 mqfu. I/AAAACPA/Sp. Rq. MTw 9 YM/s 1600/questions-1. jpg Slide 39 http: //25. media. tumblr. com/tumblr_mdhshl. Tp 9 h 1 rqpa 8 p o 1_500. jpg
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