THE ART OF THE REFERENCE INTERVIEW ANGELA SEMIFERO BEGINNING WORKSHOP 2016

THE LIBRARY AS INFORMATION CENTER People search for information in context of situations People prefer personal rather than institutional resources to get information Libraries are confusing and intimidating! Information seeking – Immediate need Information gathering – Deferred need

LIBRARIANS WEAR MANY HATS Navigator Negotiator Doctor Lawyer Accountant Teacher Baby-Sitter Social Worker Bartender

THINGS YOU SHOULD KNOW 1.It is impossible to know EVERYTHING, despite what your patrons might think. 2.It’s ok to take your time. 3.Note: The first part of Reference is “Refer”

WHAT IS REFERENCE? Reference is the creation, management and assessment of information resources in order to develop services that meet people’s information needs. Ready Reference is provision of quick answers to factual questions. Controlled Vocabulary is a specified list of terms developed to ensure precise and comprehensive searching also known as subject headings and descriptors.

OTHER REFERENCE FUNCTIONS Research consists of answering questions that require multiple sources of information. This may also involve term paper counseling, fact checking assisting with citations Reader’s Advisory consists of providing suggestions and guidance in finding interesting materials for readers in the library by finding common threads in people’s reading interests. Technology Assistance Bibliographic Instruction is the development and presentation of instructional programs designed to teach library users how to locate the information they need quickly and effectively.

CUSTOMER SERVICE AND ETHICS Be approachable, relaxed, and show an interest in your patrons. Be aware of physical and communication barriers. Don’t point. It’s rude. Remember the ALA Code of Ethics and the Library Bill of Rights

ALA CODE OF ETHICS We provide the highest level of service to all library users through appropriate and usefully organized resources. We uphold the principles of intellectual freedom and resist all efforts to censor library resources. We protect each library user’s right to privacy and confidentiality with respect to information sought or received and resources consulted, borrowed, acquired or transmitted.

ALA CODE OF ETHICS We recognize and respect intellectual property rights. We do not advance private interests at the expense of library users, colleagues, or our employing institutions. We distinguish between our personal convictions and professional duties and do not allow our personal beliefs to interfere with fair representation of the aims of our institutions or the provision of access to their information resources.

ALA CODE OF ETHICS We strive for excellence in the profession by maintaining and enhancing our own knowledge and skills, by encouraging the professional development of co-workers, and by fostering the aspirations of potential members of the profession.

ALA BILL OF RIGHTS A person’s right to use a library should not be denied or a bridged because of origin, age, background or views. Books and other library resources should be provided for the interest, information, and enlightenment of all people of the community the library serves. Materials should not be excluded because of the origin, background, or views of those contributing to their creation.

THE REFERENCE INTERVIEW What is the real need behind the patron’s first question? “I need information on Ohio.” 1.Listen. Do not interrupt. 2.Paraphrase. Do not add interpretation or rely on assumptions. 3.Clarify. Use open-ended questions. 4.Verify. Repeat the information the patron has given you. 5.Keep the patron informed. Let them know what you’re doing. 6.Follow-up.

OPEN ENDED QUESTIONS What have you looked at so far? Where would you like to begin? How did you hear about X? What did your professor/boss/friend tell you about this topic? What else can you tell me about X? Can you give me an example?

OPEN ENDED QUESTIONS, CONTINUED We have a lot of information about X. If you could tell me more about how you need to use the information, that would be great. What sort of material did you have in mind? What kind of help would you like? What specifically were you hoping that the book would include?

CLOSED QUESTIONS Do you want X or Y? Is this for a class? Do you know if the article was written recently? Is this for a paper? Have you checked with any other libraries? Do you want research articles?

WHY CAN’T PEOPLE SAY WHAT THEY MEAN? Lack of Collection Knowledge Lack of vocabulary knowledge Lack of patience Comfort Level Not knowing what is needed Location Barriers: Physical, Language, Emotional, Mental

SEARCHING PROCESS Determine the scope of the question. Select appropriate search terms. Verify factual information in the original query. Identify sources of information that are appropriate for the user within the library's print and electronic resources. Write down information while searching/browsing.

SEARCHING Mentally review the sources you have on hand Think of yourself as a human thesaurus: Use broader terms and synonyms to open more areas of possible information and narrower terms for precision searching Be familiar with advanced searching techniques (wildcards, phrase searches, Boolean searching, etc.)

SEARCHING Be aware of recommended websites. Never knock the library catalog (or MeLCat). Google is a search tool, and it should be used as such, but it’s a jumping off point, not necessarily a resource in itself. Referrals: Local experts, government agencies, educational institutions, other libraries.

EXAMPLE SEARCHES I need information about Ohio. I need biographical information about Joseph Henry Reason (librarian). I need information about internships in international law.

CATEGORIZING THE SEARCH Time consuming or quick Simple or complex Current or retrospective Single source or multiple source User Appropriate

WHERE WILL YOU FIND IT? Print / Internet / Database Textual / Graphical / Statistical Reference / Circulating / Children's Other :)

BEING A HUMAN THESAURUS Joseph Henry Reason = Reason, Joseph Henry Reason, Joseph Reason, J.H. Reason, J. J.H. Reason Joseph Reason

BEING A HUMAN THESAURUS International Law Internships= Comparative Law Internships International Law Jobs Comparative Law Jobs Comparative Law Vocational Guidance International Law Vocational Guidance Global Law Vocational Guidance

BOOLEAN SEARCHING AND OR NOT “Phrase searching” Truncation / wildcards * (nesting)

EVALUATING SOURCES Accuracy: Is the material current? Unbiased? Distinctions made between fact, theory, and opinion? Scope: the depth and breadth of the material Authority: Who published it? What are their qualifications? Age appropriateness: Vocabulary, density of text, physical attributes Additional Resources: Glossary, index, table of contents, bibliographies, etc.

THOUGHTS ON SEARCHING Imposed Queries – Questions asked on another's behalf Precision – Getting ONLY relevant information Recall – Getting ALL the relevant information Searching vs. Browsing Database elements are invisible but small variations, hyphenation, lack of punctuation, etc. can make a huge difference in results Serendipitous Information – finding information without seeking it

TYPES OF PRINT RESOURCES Almanac: A publication, usually issued annually, containing facts and statistics. Atlas: A collection of maps. Bibliography: A list of works cited at the end of an article, book, or other information source. A book-length collection of citations published on a specific subject. Dictionary: A book that gives definitions of words. Directory: A list of names or organizations, including contact information. Encyclopedia: A work containing informational articles on a single subject or multiple subjects, usually arranged alphabetically.

TYPES OF PRINT RESOURCES Gazeteer: a dictionary of geographical information and data about places. Index: A list of names or topics usually found at the end of a publication directing you to the pages where the names or topics are discussed. A printed or electronic publication listing references to periodical articles or books by subject and/or author. Thesaurus: A book or list that shows relationships among terms, such as broader, narrower, and related terms, synonyms or antonyms. Yearbook: An annual compendium of facts and statistics from the previous year, often limited to a specific subject.

PRINT TITLES Ancestry’s Red Book Bartlett’s Quotations Black’s Law Dictionary Bressers and Polk Directories Chase’s Calendar of Events Columbia Gazeteer Gale Directory of Publications and Broadcast Media The Handybook for Genealogists

PRINT TITLES Hoover’s Handbook of American Business Michigan Manufacturer’s Directory New York Public Library Desk Reference Places Rated Almanac Small Business Sourcebook Something About the Author Statesman’s Yearbook Statistical Abstract of the United States

VIRTUAL LIBRARIES / WEB DIRECTORIES / SOCIAL BOOKMARKING MEL Databases Index to Periodicals Gateways Michigana MORE Ready Reference POTUS Literary Criticism Research and Writing Stately Knowledge Science Fair Information Librarians’ Index to the Internet ALA Great Websites for Kids

MY PERSONAL REFERENCE PHILOSOPHY Be a human thesaurus. Don't give up after your first try. Don't ever knock the library catalog, even if it's wording doesn't seem to make sense. Familiarize yourself with a variety of databases. Most databases have a similar search pattern even if the interface is different. Familiarize yourself with recommended websites. Don't ever knock Google, even if you are sick of it. Browsing through things is important for information gathering. Don't worry about asking other people for help. They like it. It makes them feel smart.

ANGELA SEMIFERO, DIRECTOR MARSHALL DISTRICT LIBRARY 124 W. Green St. Marshall, MI (269) x11