1. The Reference Process
IS 530
Fall 2005
Dr. D. Bilal

2. Reference Service
Aims at satisfying specific recurrent information needs.
A series of decision-making steps
from receipt of a user’s request to communication of an answer or tools that may provide the answer

3. The Reference Process
Techniques and approaches to answer questions may vary.
Process of satisfying an information need has common principles regardless of age.

4. The Reference Process Steps Query receipt Query message
Decision to negotiate or not negotiate the query
Thinking of types of answer-providing tools
Thinking of appropriate Titles within tools

5. The Reference Process
Translation of query into the language of the system(s) used
Conducting a search
Selecting the answer or guide to sources that may provide the answer
Soliciting feedback and renegotiate, if necessary

6. Query Message Each reference query contains at least 2 components:
the subject (the given)
the information needed about the subject (the wanted)
Example: What is the boiling point of water?
Given: Water
Wanted: Boiling point

7. Class Activity
Identify the “given” and “wanted” of each query:
1. What is the average life span of African-American women in the U.S.?
2. What does ALA stand for?
3. What vegetable contains the highest amount in vitamin C?

8. Descriptors for the Given
Abbreviation
Organization (named)
Person (named)
Place (named)
Term or subject
Specific publication

9. Descriptors for the Wanted
Date
Illustration
Numeric information
measurements, counts, etc.
Organization
Person
Address/location

10. Descriptors for the Wanted
Publication:
A citation (known vs. unknown item)
A document location
Textual information
Definition

11. Descriptors for the Wanted
Recommendation
Review, product, book
Background information on a topic

12. Brainstorming Question
Why do users submit questions that require negotiation?

13. Taylor’s 4 Levels of Need
Q1- Visceral need: the information need is present but has not been consciously expressed within the individual’s mind.
The user experiences a vague feeling of uneasiness that he/she know something that he/she does not know.

14. Taylor’s 4 Levels of Need
Q2- Conscious need: the user recognizes the information need. The need is translated into a formal statement in the user’s mind.
Q3 - Formalized need: the need is described in concrete terms and expressed to the information professional, if this route is taken in seeking a solution.

15. Taylor’s 4 Levels of Need
Q4- Compromised need: the query asked may be modified according to the user’s expectations of the library and information professional.
If the user asks the question at stage 1 or 2, or when he/she has not clearly defined the need, the query will most likely be vague and will, therefore, require negotiation.

16. Identification of Negotiable Queries
Queries with subject that are not recognized by the information professional or by the requestor.
Queries that are ambiguous or incomplete.
Queries that do not identify the amount of information needed.

17. Identification of Negotiable Queries
Queries that do not indicate the level of answer needed.
Queries that do not indicate language, time period, place, or type of publication needed.
Remember that not all queries have answers in the literature.

18. Negotiation Techniques
Use open-ended questions in the initial stages of the interview.
Use closed questions toward the end of the interview.
Be objective about the subject of the query.
Encourage patron to discuss his/her information need.

19. Negotiation Techniques
Give the patron your full attention.
Make the patron feel at ease.
Follow the patron’s train of thought.
Keep eye contact with the patron.
Pay attention to the patron’s nonverbal cues.

20. Negotiation Techniques
Summarize/paraphrase the patron’s query to ensure mutual understanding.
Do not be too quick to determine that the query cannot be answered.
Do not interrupt the patron while discussing his/her information need.

21. Negotiation Techniques
Open-ended questions begin with words such as:
when, where, how, who, what
Closed questions usually give a choice between two possibilities:
yes or no

22. Class Activity
Identify whether these queries require negotiation. What kind of questions would you ask for those that require negotiation?
1. What is the mailing address of the Library of Congress?
2. Do you have anything on technology?
3. Where is the farmer’s almanac?
4. Do you have a fiction section?
5. I need a list of Hemingway’s novels and the publication date of each.
6. Do you know how to address a congressman?
7. Do you have articles about how to use the Internet?