Public Services…Some Specific Issues

OK… To begin with… T There are different kinds of requests… T

–“What is the capital of Georgia?” –“When do you use whom or who?” –“Who was the General that led that charge that failed at Gettysburg?” –“Is Kathryn Hepburn still alive?” –“When is Easter in 2006?” –“How many square feet in an acre?” Directional/Ready Reference...

–“ Do you have any books on building fences?” –“Do you have the latest John Grisham?” –“Do you have “Sruples Two” by Judith Krantz –“Is there a book about “Aaron Copland?” Title Searches.…

–“ I need a book about Chinese acupuncture?” –“Do you have any books about surf fishing?” –“I need to find an article about how TV has influenced American culture.” –“I need to write a report about adoption?” –“Does the library have information on how to coach little league baseball?” Requests for Information...

The problem is. People don’t often express their real information needs.

But what can we do??!!

Tarzan says try… “The Reference Interview”

lIt includes: » Encouraging the patron to contact the library when there is an information need » Finding out what the real information need is. » Finding the information that will meet the need. » Making sure the patron’s need has been met. The Reference Process Is An Ongoing Process...

The Journey of A Thousand Questions Begins With the First Reference Interview lWhat does this person really want? » Initial contact often means, “Is this an approachable, friendly person?” » Try to discover the need » Patrons don’t realize how libraries are organized and shouldn’t have to.

This Years Most Lovely Model Reference Behaviors….

Smile Eye contact Curtail conversations when a patron approaches Friendly greeting Speak in a clear, relaxed tone Show an interest - make attentive comments Give full attention Listen - don’t interrupt Paraphrase It reassures the patron that you are listening It reassures you that you have heard correctly It allows an opportunity to clarify or amplify the original request Approachability...

» Probe with open ended questions: » What kind of information on ________ are you looking for? » Would you tell me more about ______? » Would you explain_______? » Is there something specific about __________________that you are looking for? » Would you explain that to me in more detail? » I’m not certain I understand ____________? » When you say ______________, what do you mean? Inquiring

lClarifying questions are used to nail down a particular point. lExamples: » The latest statistic in 1993? Is that current enough, or do you need more recent figures? » Do you need the addresses of computer manufacturers for personal computers or all computers? » Does the picture need to be in color, or will black and white do? Clarifying...

lCheck on last time before searching to verify you have the patron’s real question lFor Example: » So, what you specifically what to know is the population of Ohio in Is that right? » What you really need is a recipe for tomato sauce to serve 400 people? Verifying...

Searching » search multiple sources » keep patron informed » offer a referral

Speak clearly Check to see if answer is understood CITE SOURCE Informing...

Don’t assume you’ve fully answered the patron’s question until you ask “Does this completely answer your question?” or “Do you have everything you need?” or “Is this exactly what you were looking for?” and “Is there anything else I can get for you?” The Follow-up...

Never say, “We don’t have it.” Tell the patron “I can get it for you” No answer? Offer and explain where you might be able to get it. Understand the question yourself. Always Always look up the answer - Cite the source...always Don’t just point...go with the patron if possible. Respect the privacy of the patron. Keep the transactions between patrons confidential...don’t bandy them about outside of work. Eliminate physical barriers - reduce desk clutter - lower distracting noise levels.Be as accurate and objective as possible Some final rules...

Will improve the success... Model reference behaviors... It’s True... Of your reference work!

What about access? You know… Finding books…articles…sharing resources?

–Finding quick answers in print…and on the internet –The big 6… Almanacs - Atlas - Encyclopedia Thesaurus - Stat Abstract - Dictionary Directional/Ready Reference...

That takes care of quick information… but what about titles requests...

–Consortiums & Partnerships...Consortiums & Partnerships... –Statewide Resource Sharing...Statewide Resource Sharing... Title Searches.…

That takes care of books… what about articles?...

Groovy... INFOhio... OPLIN… OHIOLink…

And now for something completely different...

Remember us?... And ORGANIZE the collection... We’re from tech services… We ACQUIRE PREPARE... Click here forhere some basic on-line resources to help you...

And now… Your assignments... Click here to return to Week 2... Week 2...