Reference Retooled How Google Tools Strengthen and Streamline Reference Service Jill Cirasella Brooklyn College Library Brooklyn Public Library May 28, 2008

What This Isn't What This Is Google, Inc. Pros & Cons Theory Others Google Tools Why, When & How Practice Me

The Reference Interview "a structured conversation between a librarian and a library user, usually at a reference desk, in which the librarian responds to the user's initial explanation of his or her information need by first attempting to clarify that need and then by directing the user to appropriate information resources"

The Reference Interview "a structured conversation between a librarian and a library user, usually at a reference desk, in which the librarian responds to the user's initial explanation of his or her information need by first attempting to clarify that need and then by directing the user to appropriate information resources" - Wikipedia

The Reference Interview "a structured conversation between a librarian and a library user, usually at a reference desk, in which the librarian responds to the user's initial explanation of his or her information need by first attempting to clarify that need and then by directing the user to appropriate information resources" - Wikipedia

The Old Model: Mediated Dialogue Librarians ferry information between patrons and reference resources, distilling and decoding as necessary. For the most part, they facilitate the flow of information, but...

The Problem with Mediation...sometimes, simply by being between patrons and resources, librarians unwittingly obstruct the flow of information

Whose Fault? Don't blame librarians. Librarians have always wanted patrons to engage with reference resources. Blame the resources! When resources are dry, difficult & unengaging, patrons are of course unengaged.

How Is Google Different? Google is: famously user-friendly familiar to most patrons, loved by many instantly rewarding straightforward: no distillation/decoding active...

Active? Really? A Search Engine? Yes. Google can help patrons and librarians: articulate information needs refine & clarify information needs satisfy information needs...which means that Google can be an active and equal participant throughout the reference interview.

The New Model: Three-Way Exchange Information moving in all directions:

Is That Good? Do We Want That? Yes, welcome Google in! Why? Engages patrons in research process Increases patrons' independence Makes patrons more open to instruction Eases patrons into use of reference resources Reduces reliance on librarians' knowledge More broadly... Information on the web is organized differently; Google is the right tool for this organization

Is Google All Good? Is It Always What We Want? No, of course not. (But I leave that for others.)

Google & Ill-Formed Questions Patrons rarely ask for information in the way that librarians would. Reference questions are often: vague incomplete misleading ill-formed ill-articulated misremembered

Vague Requests "I need to write a paper on psychology." "What aspect of psychology?" "I need information on ballet." "What kind of information?" Librarians prompt patrons to clarify and refine. So does Google.

What Kind of Information?

Incomplete/Incorrect Citations Determining availability of a book or article? A simple task. What if the citation is incomplete or incorrect? Not always so simple. Google can complete or correct the citation. Let Google make it simple.

Incorrect Spellings Maybe the librarian knows the correct spelling. Maybe not. Success at the reference desk should not depend on a librarian's spelling skills. With Google, it doesn't. Google doubles as a spellchecker. Let Google check the spelling.

Spelling Is Correct If...

Spelling Is Incorrect If...

Incorrect Spellings: Other Languages

Tip-of-the-Tongue Questions Patrons often know what they want. Sometimes they can't think of the words. Success at the reference desk should not rely on mind reading. With Google, it doesn't. Google Sets and Google Suggest have predictive powers. Let Google do the mind reading.

Google Suggest

Google Suggest: Other Languages

Google Suggest: In Firefox

Google Sets

Google Sets: Other Languages

Forgotten Searches Patrons often remember reading something. But not where or when or exactly what. Librarians can sometimes dig up the desired information. They can also introduce a tool that reduces reliance on memory. Google Web History can save users' searches. Let Google do the remembering. (But not at the reference desk.)

Google Web History

Google Web History: Other Languages

Interface Language

Is Google a Cure-All? No. But it is a cure for many ills at the reference desk: ill-formed questions ill-articulated needs ill-recorded names ill-remembered facts ill-at-ease patrons

Relationships Even though Google is inanimate, searchers have relationships with Google. Many even profess love for Google. Take advantage of these relationships to build relationships with patrons.

What about Why? I talked about when to use Google at the reference desk. I talked about how to use Google at the reference desk. I also promised to talk about why. This is why: Information is organized differently now.

Information Is Different Now Must read: Ontology is Overrated Ontology is Overrated Clay Shirky Must watch: Information R/evolution Information R/evolution Michael Wesch

Am I Talking about Google Only? No. Google Google tools Google-like tools online tools that deliver quickly, delight users, and reflect and respond to user behavior

Final Questions Is Google perfect? No. Is Google permanent? Doubtful. But for now? Google is one of the best tools available to reference librarians. Use it!

Final Questions What if I'm not a reference librarian? Google has implications for all areas of librarianship. Where can I learn about some of them? Shape Shifters: Librarians Evolve Yet Again in the Age of Google Library Philosophy and Practice Shape Shifters: Librarians Evolve Yet Again in the Age of Google

Final Questions What about Google, Inc.? Official Google Blog: The Googlization of Everything:

PS: Google Translate

PS: My Pet Peeve Google, I love you, but please don't undermine my lessons about Boolean searching!

PS: My Former Pet Peeve! Google, I love you, but please don't undermine my lessons about Boolean searching! Not true anymore! Hooray!