tips for the real world reference transaction

Tips for the Real-World Reference Transaction

Sarah SteinerApril 16, 2011

Atlanta Emerging Librarians Meetinghttp://referencetransactions.weebly.com

Overview

Today we’ll talk about…– Putting people at ease– Getting to the question– Suggesting changes– Instructing surreptitiously– Assessing reference

http://www.flickr.com/photos/andyhay/239756376

What are Your Concerns?

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Putting People at Ease

http://www.flickr.com/photos/mseckington/5585670136

“Customers with problems seek… attentive listeners to whom to tell their stories, who can imagine themselves similarly situated; who not only can understand the problems, but will feel connected to them” (Gorry & Westbrook, 127).

How to “be the Welcome Wagon”

“Hi Internet Librarian! I have a big project due in three months. Can

you help me start?

http://www.flickr.com/photos/turtlemom_nancy/1914397629

Getting to the Question

55% rule

• Affirmation• Awareness• Gentle inquiry• Open questions

http://morgue.anglicansonline.org/080127/images/issueart/080127/SpanishInquisition.png

“Hi! Where’s the science section?”

http://tinyurl.com/6ldbx2t

Getting to the Question

• Affirmation• No assumptions• Awareness of

phrasing• Rephrasing• Open questions &

encouragement

http://morgue.anglicansonline.org/080127/images/issueart/080127/SpanishInquisition.png

Figuring Out What They’ve Tried

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Suggesting Change

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•Explain the reasons•Explain your knowledge•Suggest alternatives

Setting Boundaries

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• No guilt trips• No scorn• Explain why• Offer an alternative

“Hi. Can you find us twelve articles… then email them to us?

They’re for a group project.”

Instructing Surreptitiously

http://www.flickr.com/photos/grrphoto/152833988

•Think aloud•Show and tell•Let them drive•Watch the jargon•Offer to write it down

Assessing Your Skills

• Review yourself• Review others• Set standards• Plan a workshop• Recruit some secret shoppers• Try a new skill, think about how it

http://www.flickr.com/photos/justin_d_miller/5139225141

THANK YOU!

http://referencetransactions.weebly.com

ssteiner@gsu.edu