don’t know much about… faking it through the reference transaction while still providing...

Don’t Know Much About…

Faking It throughthe Reference TransactionWhile Still Providing Quality Service

Ohio Library Council Chapter Conferences 2014

Don BoozerKnowItNow24x7

Bill MeltzerWorthington Libraries

We don’t say...

We don’t say...

“I’m sorry, but I didn’t take any art classes in college. I wouldn’t know where to start to help withinfo on Van Gogh.”

We don’t say...

“Oh, I’m too youngto know anythingabout history.Maybe you cango ask thatolder librarian.”

We don’t say...

“Oh! You read that trash!!I can’t help you with that!”

“Faking” It

“Faking” It

improvisation

not for novices

familiarity withchords and sheet music

allow even an amateur to play a passable version of any song

APEXReference

Transactional Behavior Model

© Bill Meltzer

● Admit● Probe● Equanimity● eXplore

A P E X

AdmitA

I don’t know everything.

I don’t know everythingbut that’s okay.I can find out.

Ignorance

The fact or condition of being ignorant; want of knowledge (general or special)

~ Oxford English Dictionary

late 14c., from Old French ignorant (14c.), from Latin ignorantia, from ignorantem (nominative ignorans), present participle of ignorare "not to know, to be unacquainted; mistake, misunderstand; take no notice of, pay no attention to," from assimilated form of in- "not, opposite of" (see in- (1)) + Old Latin gnarus "aware, acquainted with" (cf. Classical Latin noscere "to know," notus "known"), from Proto-Latin suffixed form *gno-ro-, related to gnoscere "to know"

~ from Online Etymology Dictionary

I don’t know everythingbut that’s okay.I can find out.

...the librarian's first step in initiating the reference transaction is to make the patron feel comfortable in a situation that can be perceived as intimidating, confusing, or overwhelming.

Guidelines for Behavioral Performance of Reference and Information Service Providers

AdmitA

Probe

P

Probe

To examine or look into closely; to investigate (a crime or other matter) thoroughly; to interrogate (a person)

~ Oxford English Dictionary

Probe

To examine or look into closely; to investigate (a crime or other matter) thoroughly; to interrogate (a person)

~ Oxford English Dictionary

ExamineLook into closely

Investigate thoroughlyInterrogate

Effective listening and questioning skills are necessary for a positive interaction.

Guidelines for Behavioral Performance of Reference and Information Service Providers

Question (in chat reference session):

“I need to find diving lessons for my son.”

Question (in chat reference session):

“I need to find diving lessons for my son.”

driving

Question (young child at reference desk):

“My mom wants a Noah’s Ark CD.”

Question (young child at reference desk):

Noah’s Ark|

Moe’s Ark|

Mozart

Youth in Africa

|Youth in

Asia|

Euthanasia

Other Ambiguities and Misunderstandings

I need information on training boxers.

(Asked at desk...)Do you have

a guide to Wales/whales/wells

ProbeShare?

P

Equanimity

E

Equanimity

Evenness of mind or temper; the quality or condition of being undisturbed by elation, depression, or agitating emotion; unruffledness.

~ Oxford English Dictionary

I’ve answered that same question...

...three hundred times!

You want to know what…?

I don’t think so.

Relentless Reference

HMS Relentless

Relentless ReferenceOzzie@Sinclair Hi, I'm Ozzie, a librarian at Sinclair. Thanks for your question!Guest why cant i own a canadian?Ozzie@Sinclair Hi.Guest HelloOzzie@Sinclair I'm not sure I understand your question.Ozzie@Sinclair Can you tell me more?Guest I want to know why i can own a canadian slaveOzzie@Sinclair It will help me to know if this is for a class assignment. If so, which class or subject is it for?Guest social studies or some <$#%&> like thatOzzie@Sinclair I'm happy to help you, but no swearing please. Otherwise, I'll have to end the session.Ozzie@Sinclair The 13th amendment to the U.S. Constitution abolished slavery. Here's some information on that: http://www.loc.gov/rr/program/bib/ourdocs/13thamendment.htmlGuest ur that kind of librarian?? How annoying.... well <$#%&> itOzzie@Sinclair Thanks for using our service.

EquanimityShare? Confess?

E

eXplore

X

Without an effective search, not only is the desired information unlikely to be found, but patrons may become discouraged as well.

Guidelines for Behavioral Performance of Reference and Information Service Providers

BOX Think

Question (via KnowItNow chat):

“How do you pronounce Starrett (cf. http://en.wikipedia.org/wiki/Vincent_Starrett)?”

Question (at the ref desk):

“Where are the books with prayers to counteract the evil spells people are casting on me?”

Question (in virtual reference):

Quote from the inventor of the car

I remained firm. The courageous faith in the future could not rob me. There was only one person in the world who believed as brave and as I hoped - my wife.

Question (at the desk):

What is special about volatile units and why should they be guarded?

Question (at the desk):

What is special about volatile units and why should they be guarded?

http://www.flickr.com/photos/44969945@N03/7913754434/

Question (at the desk):

What is special about volatile units and why should they be guarded?

Question (at the desk):

What is special about volatile units and why should they be guarded?

eXploreShare?

X

eXplore(eXpect)

X

http://www.project-wombat.org/

Repeat as necessary...

A P E X

Repeat as necessary...

A P E X

Thank You!

Slides posted at

http://www.slideshare.net/DonBoozer

Sources Referred to in Presentation

• Fake Book, Wikipedia: http://en.wikipedia.org/wiki/Fake_book• RUSA Guidelines:

http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral

• Einstein Archives Online: http://new.alberteinstein.info/about.html

• Ambrose Bierce Project: http://www.ambrosebierce.org/main.html

• Global Health Issues: http://www.who.int/en/

• Karl Benz, Wikipedia: http://en.wikipedia.org/wiki/Karl_Benz

• Carl Benz, German Wikipedia: http://de.wikipedia.org/wiki/Carl_Benz

• Lebensfahrt eines deutschen Erfinders: http://www.zeno.org/Naturwissenschaften/M/Benz,+Carl+Friedrich/Lebensfahrt+eines+deutschen+Erfinders

• http://translate.google.com

• Animal Diversity Web: http://animaldiversity.ummz.umich.edu/

• CIA World Factbook: https://www.cia.gov/library/publications/the-world-factbook/

Image Credits & Notes

• RUSA Guidelines: http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral

• Mountain: Photo by Don Boozer. Unicorn Peak, Yosemite National Park, CA.

• Musical Notes: http://upload.wikimedia.org/wikipedia/commons/9/99/Dominant_sharp_ninth_chord_in_blues.png

• Irises. Van Gogh: http://www.getty.edu/art/gettyguide/artObjectDetails?artobj=947. Digital image courtesy of the Getty’s Open Content Program.

• Corinthian helmet from the tomb of Denda. From a Greek workshop in South Italy, 500–490 BC. http://commons.wikimedia.org/wiki/File:Corinthian_helmet_Denda_Staatliche_Antikensammlungen_4330.jpg User:MatthiasKabel, own work, 2005-10-26. Image renamed from Image:Korinthischer helm.jpg

• Kresley Cole, Shadow’s Claim. cover http://www.rwa.org/p/cm/ld/fid=1108 2013 Paranormal Romance Winner, RITA Awards

• Heir to the Empire Cover: http://www.amazon.com/Heir-Empire-Star-Wars-Trilogy/dp/0553296124/

• Unconscious Incompetence: Adapted from “The Four Stages of Learning” http://www.gordontraining.com/free-workplace-articles/learning-a-new-skill-is-easier-said-than-done/ Also http://en.wikipedia.org/wiki/Four_stages_of_competence

• Cat: “Angry Tiger” by Guyon Morée, Beverwijk, Netherlands. http://commons.wikimedia.org/wiki/File:Angry_tiger.jpg

• Helicopter Rescue: http://www.nps.gov/grte/parknews/images/IMG_0820.JPG

• Explosion: http://apod.nasa.gov/apod/ap030325.html

• Dictionary Page: http://physicsworld.com/blog/dictionary.jpg