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

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

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

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

5. Reference Gone Wrong!!! Training Boxers

6. Reference Gone Wrong!!! Training Boxers?

7. Reference Gone Right!!!  Cinnamon

8. Reference Gone Right!!!  Cinnamon  Dinosaurs

9. Reference Gone Right!  Roget’s Thesaurus

10. Your examples, please!

11. Approachability  Look up from the desk  Greet people  Smile

12. Interest & Listening  Give your attention to the patron in front of you.  Treat all questions as important.

13. 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!

14. 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!

15. 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.

16. 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.

17. Searching  What has the patron already found?  Let the patron know what steps you are taking.

18. Following Up  Make sure you have fully answered the patron’s question.  The only way to know is to ask!

19. 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.

20. 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

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

22. Types of Remote Reference What is Remote Reference? Any reference transaction that is not conducted face to face.  Phone  Email  Chat  Text/SMS

23. Remote Reference  Conduct a Reference Interview  Don’t forget to cite your sources  Communication style is very important.  Mimic the patron’s communication style.

24. 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.

25. Reference Ethics

26. 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  http://www.ala.org/rusa/resources/guidelines/guidelinesm edical http://www.ala.org/rusa/resources/guidelines/guidelinesm edical

27. Patron Privacy  Professional Competence  Privacy and Confidentiality  Intellectual Freedom  Equitable Service and Access  Intellectual Property

28. Print Reference Sources

29. Types of Print Reference Sources  Encyclopedias  Almanacs  Dictionaries  Atlases  Gazetteers  Bibliographies  Directories  Guidebooks  Handbooks  Indices  Manuals  Yearbooks

30. Most Important:  Know YOUR collection!

31. A Few of Our Faves

32. Online Reference Sources

33. Useful Web Sites  Ohio Web Library  http://www.ohioweblibrary.org/ http://www.ohioweblibrary.org/  Open Directory Project  http://www.dmoz.org/ http://www.dmoz.org/  Ipl2: Information You Can Trust  http://www.ipl.org/ http://www.ipl.org/

34. Useful Web Sites  Google Advanced Search  http://www.google.com/advanced_search http://www.google.com/advanced_search  Wikipedia  http://www.wikipedia.org/ http://www.wikipedia.org/

35. Free Journal Articles  HighWire Press (Stanford):  http://highwire.stanford.edu/lists/freeart.dtl http://highwire.stanford.edu/lists/freeart.dtl  Directory of Open Access Journals  http://www.doaj.org/ http://www.doaj.org/  Wiley Open Access:  http://www.wileyopenaccess.com/view/journals.html http://www.wileyopenaccess.com/view/journals.html

36. 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?

37. Evaluating Websites cont.  Evaluating Web Sites Tutorial  http://liblearn.osu.edu/tutor/les1/ http://liblearn.osu.edu/tutor/les1/  Evaluating Web Sites: Criteria & Tools  http://olinuris.library.cornell.edu/ref/research/webeva l.html http://olinuris.library.cornell.edu/ref/research/webeva l.html  Finding Information on the Internet: A Tutorial  http://www.lib.berkeley.edu./TeachingLib/Guides/Inte rnet/Evaluate.html http://www.lib.berkeley.edu./TeachingLib/Guides/Inte rnet/Evaluate.html

38. Thoughts? Questions?

39. Contact Info: Reference Librarian Fairfield County District Library lcarrigan@fcdlibrary.org Adult Services Librarian Worthington Libraries jdowning@worthingtonlibraries.org Lea CarriganJen Downing

40. Resources  Ford, Charlotte. Crash Course in Reference. Westport, CT: Libraries Unlimited, 2008. Print.  Mulac, Carolyn M. Fundamentals of Reference (ALA Fundamentals). Chicago: American Library Association, 2012. Print.  www.olc.org/ore www.olc.org/ore  Note: Links are a work in progress, but the information on the site is wonderful!  http://unllib.unl.edu/LPP/willenbrown.htm http://unllib.unl.edu/LPP/willenbrown.htm  The Reference Interview: Theories and Practice  http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral  Guidelines for Behavioral Performance of Reference and Information Service Providers

41. Image Credits:  Slide 3 - http://www.slideshare.net/bcshipps/reference- interview-101#btnPrevioushttp://www.slideshare.net/bcshipps/reference- interview-101#btnPrevious  Slide 4 - http://www.livestrong.com/boxing-training/http://www.livestrong.com/boxing-training/  Slide 5 - http://www.livestrong.com/boxing-training/ & http://www.gentledogtraining.com/groupclassdescription.htmlhttp://www.livestrong.com/boxing-training/ http://www.gentledogtraining.com/groupclassdescription.html  Slide 6 - http://frogrecruitment.files.wordpress.com/2012/06/cinnamo n.jpg http://frogrecruitment.files.wordpress.com/2012/06/cinnamo n.jpg  Slide 7 - http://frogrecruitment.files.wordpress.com/2012/06/cinnamo n.jpg & http://www.nyparenting.com/stories/2012/10/sif_cal_dinosa urs_2012_10.html http://frogrecruitment.files.wordpress.com/2012/06/cinnamo n.jpg http://www.nyparenting.com/stories/2012/10/sif_cal_dinosa urs_2012_10.html

42. Image Credits  Slide 8 - http://www.yourdictionary.com/about/rogets- thesaurus.htmlhttp://www.yourdictionary.com/about/rogets- thesaurus.html  Slide 10 - https://fisher.osu.edu/blogs/macc- admissions/files/job-reference-check.jpghttps://fisher.osu.edu/blogs/macc- admissions/files/job-reference-check.jpg  Slide 21 - computerhelpall.blogspot.comcomputerhelpall.blogspot.com  Slide 22 – actual Worthington Libraries’ IM transaction  Slide 23 - http://www.acfe.com/uploadedImages/ACFE_Website/Conte nt/images/topic-landing/ethics-and-compliance.jpg http://www.acfe.com/uploadedImages/ACFE_Website/Conte nt/images/topic-landing/ethics-and-compliance.jpg  Slide 28 - http://www.hartnell.edu/library/LIB5/reference_books.jpg http://www.hartnell.edu/library/LIB5/reference_books.jpg

43. Image Credits  Slide 31- http://www.dtalkville.com/aca/ACAIMAGES_BKS/american_decades_1920_1929.jpg, http://images.betterworldbooks.com/023/The-Columbia-Granger-s-Index-to- Poetry-in-Anthologies- 9780231139885.jpg,http://4.bp.blogspot.com/_q95ENV9JKeA/TAVT5K- 46jI/AAAAAAAAASw/_fLREo1RiuU/s1600/512GXBVBX8L._.jpg, http://www.dtalkville.com/aca/ACAIMAGES_BKS/american_decades_1920_1929.jpghttp://images.betterworldbooks.com/023/The-Columbia-Granger-s-Index-to- Poetry-in-Anthologies- 9780231139885.jpghttp://4.bp.blogspot.com/_q95ENV9JKeA/TAVT5K- 46jI/AAAAAAAAASw/_fLREo1RiuU/s1600/512GXBVBX8L._.jpg http://img2.imagesbn.com/p/9780071801171_p0_v1_s260x420.JPGhttp://img2.imagesbn.com/p/9780071801171_p0_v1_s260x420.JPG, http://www.amazon.com/Oxford-English-Dictionary-vol- print/dp/0199573158/ref=sr_1_2?s=books&ie=UTF8&qid=1364240059&sr=1 -2&keywords=oxford+english+dictionary, http://www.ebookws.com/uploads/posts/2013-03/1-business-plans-handbook- vol.22.jpeg, http://img1.imagesbn.com/p/9781616086992_p0_v1_s260x420.JPG, http://www.ippbooks.com/store/images/T/--7853.jpg, http://img1.imagesbn.com/p/9781604870152_p0_v1_s260x420.JPG http://www.amazon.com/Oxford-English-Dictionary-vol- print/dp/0199573158/ref=sr_1_2?s=books&ie=UTF8&qid=1364240059&sr=1 -2&keywords=oxford+english+dictionary http://www.ebookws.com/uploads/posts/2013-03/1-business-plans-handbook- vol.22.jpeg http://img1.imagesbn.com/p/9781616086992_p0_v1_s260x420.JPG http://www.ippbooks.com/store/images/T/--7853.jpg http://img1.imagesbn.com/p/9781604870152_p0_v1_s260x420.JPG

44. Image Credits  Slide 32 - http://library.sdsu.edu/sites/default/files/imagecache/galler y_full/Search.png http://library.sdsu.edu/sites/default/files/imagecache/galler y_full/Search.png  Slide 38 - http://2.bp.blogspot.com/-JEfCd3qv- 2Q/Tcqdx7mqfuI/AAAAAAAACPA/SpRqMTw9Y- M/s1600/questions-1.jpghttp://2.bp.blogspot.com/-JEfCd3qv- 2Q/Tcqdx7mqfuI/AAAAAAAACPA/SpRqMTw9Y- M/s1600/questions-1.jpg  Slide 39 - http://25.media.tumblr.com/tumblr_mdhshlTp9h1rqpa8po1_5 00.jpg http://25.media.tumblr.com/tumblr_mdhshlTp9h1rqpa8po1_5 00.jpg