Information and Information and Reference ServicesReference Services

Dr. Dania BilalIS 530

Fall 2007

Definitions

Information/reference service: – provision of information, guidance, and

instruction to users

Reference librarians:– information specialists and intermediaries

between information sources and users

Purposes

Assist in meeting user information needs Educate users in effective access,

evaluation, and use of information Develop and maintain virtal and non-

virtual collections to meet user needs

Information Services

Reference Circulation Interlibrary loan Technical services to support access to

information Media digitization Reserves

Reference Services

User mediation User guidance User instruction Database searching Selective Dissemination of Information (SDI) Digital/virtual reference User outreach (Web 2.0) Other

User Mediation

Identify user information need– Negotiation & mediation of need– Types of user queries

• Directional

• Factual

• Research

User Queries

Directional: location-driven Factual: known as ready reference

– Have target answers; simple

Research: require research to find relevant information sought– No target answers; complex

Examples

APTs and Ready Reference Queries

Answer-providing tools (APTs):– almanacs, dictionaries, maps, directories,

encyclopedias, atlases, etc.

APTs may be:– print (books, encyclopedias, newspapers, etc.)– electronic (database(s), online catalog(s), Web

site(s), etc.)

APTs and Research Queries

Journals, magazines, books, encyclopedias, government documents, theses, etc.

Print and electronic/online

User Instruction

Type of programs: – Orientation/guidance – Web-based tutorials– class-integrated– class-related– One-on-one

Database Searching

Fee-based– Available through commercial vendors such as

Dialog• Command-driven and menu-driven

– service policies– Not all libraries offer service– Dialog searches performed to users by

intermediaries or other specialists

End-User Databases

Menu- rather than command-drivenWeb-based, GUI-driven, non

command-driven– Type, point and click!– Examples: databases accessible through

Hodges Library

Other Services

SDI Information & Referral Virtual reference

– Chat– Email– Telephone– Web 2.0

Reference and the Community

Who uses the library? Are libraries competing with bookstores? What type of users do libraries serve? Are search engines such as Google

competing with library use?

Serving Diverse/Special Groups

Multicultural groups Refugees People with disabilities Other groups?

Information and the Community

Patterns of information seeking: Are they the same across various cultures?– Katz II: pp. 17-19

What challenges are facing information professionals in the digital age?