REFERENCE REVAMP Sponsored by OLC’s Reference and Information Services Division

What we’ll cover today  The Reference Interview  Remote Reference  Reference Ethics  Reference Sources

Who are we? Reference Librarian Adult Services Librarian Lea CarriganJen Downing

Or, Why don’t patrons ask for what they really want? The Reference Interview:

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 Reference and User Services Association (RUSA) Website  Ohio Reference Excellence (ORE) on the Web Ohio Reference Excellence (ORE) on the Web  OLC RISD Blog OLC RISD Blog

Or, I want it NOW! Or, Hello are you still there? Remote Reference

Types of Remote Reference What is Remote Reference? Any reference transaction that is not conducted face to face.  Phone   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:  “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  edical edical

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   Open Directory Project   Ipl2: Information You Can Trust 

Useful Web Sites  Google Advanced Search   Wikipedia 

Free Journal Articles  HighWire Press (Stanford):   Directory of Open Access Journals   Wiley Open Access: 

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   Evaluating Web Sites: Criteria & Tools  l.html l.html  Finding Information on the Internet: A Tutorial  rnet/Evaluate.html rnet/Evaluate.html

Thoughts? Questions?

Contact Info: Reference Librarian Fairfield County District Library Adult Services Librarian Worthington Libraries Lea CarriganJen Downing

Resources  Ford, Charlotte. Crash Course in Reference. Westport, CT: Libraries Unlimited, Print.  Mulac, Carolyn M. Fundamentals of Reference (ALA Fundamentals). Chicago: American Library Association, Print.   Note: Links are a work in progress, but the information on the site is wonderful!   The Reference Interview: Theories and Practice   Guidelines for Behavioral Performance of Reference and Information Service Providers

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