Reference for Good Customer Service Presented by Hélène Golden Fall 2012

Definitions of Reference Reference service is complex because it involves a customer trying to describe something they know little about People never ask the real question People don’t understand how libraries work

Definitions of Reference People have very high expectations regarding the availability of information Reference / reader’s advisory is bridging the gap between the customer’s needs and the library’s resources Reference work is fun

Definitions of Reference People don’t know how to assess information for reliability Reference / reader’s advisory done well is wonderful customer service Reference means answering questions Being curious helps you be a good reference librarian

Definitions of Reference Indifferent service adversely affects the image of your library You have to know your collection to be good at reference and reader’s advisory

Reference is matching the information need to resources It may include: Answering informational questions Reader’s Advisory determining the order of a series locating genres finding the name of a novel a film was based on finding a book “just like this one” finding read-alikes for popular books not available on your shelves

Reference is matching the information need to resources Instruction how to use an index how to do research how to “search smart” using Google how to use the OPAC Referral

Reference is a four-step process 1.Customers contact the library for information (walk-in, website, telephone) 2.You find out what the REAL information need is. 3.You find the information that meets the need 4. You verify that the need has been met.

Canadian Library Association Code of Ethics Members of the Canadian Library Association have the individual and collective responsibility to: 1. Support and implement the principles and practices embodied in the current Canadian Library Association Statement on Intellectual Freedom; 2. Make every effort to promote and maintain the highest possible range and standards of library service to all segments of Canadian society; 3. Facilitate access to any or all sources of information which may be of assistance to library users ; and 4. Protect the privacy and dignity of the library users and staff. Passed by the Annual General Meeting of the Canadian Library Association (76)

Ethics in Reference / RA Service Accuracy of Information information is up-to-date staff confirm answers Censorship access to information must be a commitment balanced collections all questions must be answered non- judgementally deal with all interactions regardless of your personal views or beliefs

Ethics (continued) Privacy two pieces of legislation you should know about: The Freedom of Information and Protection of Privacy Act and Municipal Freedom of Information and protection of Privacy Act. both impact our work in public libraries the names and phone numbers of customers should not be visible to anyone personal information about any customers should not be accessible by anyone other than staff no information about any customer should be disclosed to anyone substantial fines could be levied for wilful disclosure of personal information Interpretation we are in the business of supplying information, not interpreting it

The Reference Interview Purpose what’s the project or goal for which the information is needed what does the user intend to do with the information Deadline what is the date after which information will not be useful

The Reference Interview Type and Amount how much information does the customer want or need in what format will this information be most useful Who how knowledgeable is the customer on this topic what information do they already have

The Reference Interview Where where did they hear about this where have they already looked The Basic Question what does the customer really want to know or read?

Effective Searching Rule No, 1 – never answer the first question that pops out of the mouth of your customer. Rule No. 2 – save time by taking time to negotiate a good reference interview. Rule No. 3 – know where to look for the answer Rule No. 4 – know how to narrow or broaden the search to find the perfect answer.

Handouts Behaviours that Contribute to Correct Answers Best Practices Open Questions Practice.

Reference Sources Ready reference sources Encyclopedias Dictionaries Atlases Almanacs and Directories Research resources Databases

To Summarize Never assume Always perform a reference / RA interview Use open-ended questions Verify that you’re on the right track Get comfortable with your resources Check back with the customer