Library Reference Services textbook Chapter 7 Goals of Reference Services Directly aid individual customers (library patrons) in their quest for information, to resolve their research needs and/or assist them in the effective use of resources. 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 or information literacy)
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 by type of question, by subject category, by level/amount of information needed; then match the source to the need.
Reference Service Point of service: typically at Reference desk Large libraries may also have an information desk, greeter Large libraries may have separate subject reference desks (e.g. LAPL) Smaller libraries typically have a single service desk (Ref. & Circ) Roving Reference Tools of the trade: computer with Internet access phone print ready reference collection
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 and Levels of Questions Directional Technical Assistance Ready Reference Quick facts Specific Search (e.g. catalog search) Account information Instructional Research Types and levels of reference questions: examples
Types of Reference Service Individual one-on-one In-person, telephone Electronic e-mail, IM/chat, 24/7 Mail respond to written requests Group Course-integrated bibliographic instruction Workshops Training classes
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 for additional information: 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, websites) Subject Specific more detailed research (subject encyclopedias, books, periodicals, websites) Research extensive time and resources required Technical Assistance/instructional 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 reference service depends on: type of question library s service policy library staffing Reference Service may include: 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 (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 or discipline 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)