1. Just what is the question…?

2. As you begin to answer questions in the library, you will notice that there are different types of questions. This slideshow will help you learn the different types of questions you will face in you career.

3. Informational Directional Technical Ready Reference Research

4. An informational question is a simple question that does not involve research. It is a question that seeks simple information, such as… What are the hours of the library? What is the phone number for the Bursar’s office? Who is the Interlibrary Loan Librarian?

5. A directional question is a type of informational question that involves the location of a particular place. It is a question that seeks directions, such as… Where is can I find PS 3557 call numbers? Where is the printer? Where is Financial Aid?

6. Since a directional question is a type of informational question, it can be hard to figure out which one is which. As a result, you will often see these two under the same heading on statistical sheets as: Dir./Info.

7. A technical question is a question that involves technology. It is a question that seeks a solution to a technology problem, such as… Why am I having problems accessing the databases from home? Why does my computer have a blue screen? I can’t get into my email. Can you reset my password?

8. Technical questions will often require referral to the correct department. Any questions about a person’s library account (this includes accessing databases remotely) should be directed to the librarian on-call or to circulation. Any problems with computers in the library should be reported to the UCC, as well as any requests to reset an email password.

9. A ready reference question is a simple reference question that can be answered in a few minutes with a simple statement. It is a question that seeks a fact, such as… What is the capital of Vermont? What is the call number for Pride and Prejudice? How do you spell onomatopoeia?

10. A research question is a complex reference question that cannot be answered in a few minutes. It requires much more time and effort and involves teaching the user how to find information on their own. It is a question that often appears as a phrase and seeks resources, such as… I need to do a research paper on Abraham Lincoln. Where do I start? I need articles on universal health care. I have to do a project on DNA for my biology class.

11. As you have learned, users often hide their real question within a much simpler questions. This is especially true for research questions. Often, users will ask questions that seem like informational or directional questions when they really need help with research. For instance, Where is the history section? Where are your journals? When that happens, it is very important to use your reference interview techniques to get as specific as possible. That way, you can help them start on their research and refer them to the appropriate librarian.

12. All of them! To varying degrees, of course. You should always be ready informational and directional questions. If you don’t know the answer, don’t refer the user to someone who does know the answer—ask someone who knows the answer yourself! That way, you’ll know the answer next time! The same goes for ready reference questions. These usually involve known item searches or basic facts. Just remember to avoid Wikipedia when someone needs a fact!

13. Technical questions will usually require referral. This isn’t always the case. If the question is something simple that you DEFINITELY know the answer to, go ahead and answer it. If not, find the right place to refer the user. Research questions will always require referral. Now this doesn’t mean that you can’t help a user get started on his/her project or paper, especially when a librarian isn’t on duty. However, when you finish helping the person, you should stress that they need to speak to the appropriate subject specialist…and give him/her that librarian’s card or contact information.

14. Yes! Our statistics help us determine when a librarian should be at the reference desk, on-call, or off-duty. The statistics you take today determine the schedules of tomorrow. This isn’t to say that we expect perfection. We get confused about the types of questions ourselves! We just want you to try your best and have some fun in the process!

15. Created by Sonnet Brown, Federal Documents/Reference Librarian sebrown3@uno.edu 23 June 2009