reference revamp sponsored by olc’s reference and information services division
TRANSCRIPT
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REFERENCE REVAMPSponsored by OLC’s Reference and Information Services Division
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What we’ll cover today
The Reference Interview
Remote Reference
Reference Ethics
Reference Sources
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Who are we?
Reference Librarian
Adult Services Librarian
Lea Carrigan Jen Downing
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Or,Why don’t patrons ask for what they really want?
The Reference Interview:
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Reference Gone Wrong!!!
Training Boxers
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Reference Gone Wrong!!!
Training Boxers? Training Boxers?
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Reference Gone Right!!!
Cinnamon
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Reference Gone Right!!!
Cinnamon
Dinosaurs
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Reference Gone Right!
Roget’s Thesaurus
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Your examples, please!
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Approachability
Look up from the desk
Greet people
Smile
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Interest & Listening
Give your attention to the patron in front of you.
Treat all questions as important.
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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!
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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!
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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.
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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.
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Searching
What has the patron already found?
Let the patron know what steps you are taking.
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Following Up
Make sure you have fully answered the patron’s question.
The only way to know is to ask!
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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.
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Further Resources
Reference and User Services Association (RUSA) Website
Ohio Reference Excellence (ORE) on the Web
OLC RISD Blog
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Or,I want it NOW!Or,Hello are you still there?
Remote Reference
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Types of Remote Reference
What is Remote Reference?
Any reference transaction that is not conducted face to face.
Phone
Chat
Text/SMS
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Remote Reference
Conduct a Reference Interview
Don’t forget to cite your sources
Communication style is very important. Mimic the patron’s communication style.
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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.
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Reference Ethics
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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/guidelinesmedical
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Patron Privacy
Professional Competence
Privacy and Confidentiality
Intellectual Freedom
Equitable Service and Access
Intellectual Property
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Print Reference Sources
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Types of Print Reference Sources
Encyclopedias Almanacs Dictionaries Atlases Gazetteers Bibliographies
Directories Guidebooks Handbooks Indices Manuals Yearbooks
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Most Important:
Know YOUR collection!
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A Few of Our Faves
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Online Reference Sources
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Useful Web Sites
Ohio Web Library http://www.ohioweblibrary.org/
Open Directory Project http://www.dmoz.org/
Ipl2: Information You Can Trust http://www.ipl.org/
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Useful Web Sites
Google Advanced Search http://www.google.com/advanced_search
Wikipedia http://www.wikipedia.org/
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Free Journal Articles
HighWire Press (Stanford): http://highwire.stanford.edu/lists/freeart.dtl
Directory of Open Access Journals http://www.doaj.org/
Wiley Open Access: http://
www.wileyopenaccess.com/view/journals.html
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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?
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Evaluating Websites cont.
Evaluating Web Sites Tutorial http://liblearn.osu.edu/tutor/les1/
Evaluating Web Sites: Criteria & Tools http://
olinuris.library.cornell.edu/ref/research/webeval.html
Finding Information on the Internet: A Tutorial http://www.lib.berkeley.edu./
TeachingLib/Guides/Internet/Evaluate.html
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Thoughts? Questions?
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Contact Info:
Reference Librarian
Fairfield County District Library
Adult Services Librarian
Worthington Libraries
Lea Carrigan Jen Downing
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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 Note: Links are a work in progress, but the information on the site is
wonderful!
http://unllib.unl.edu/LPP/willenbrown.htm The Reference Interview: Theories and Practice
http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral Guidelines for Behavioral Performance of Reference and Information
Service Providers
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Image Credits:
Slide 3 - http://www.slideshare.net/bcshipps/reference-interview-101#btnPrevious
Slide 4 - http://www.livestrong.com/boxing-training/
Slide 5 - http://www.livestrong.com/boxing-training/ & http://www.gentledogtraining.com/groupclassdescription.html
Slide 6 - http://frogrecruitment.files.wordpress.com/2012/06/cinnamon.jpg
Slide 7 -http://frogrecruitment.files.wordpress.com/2012/06/cinnamon.jpg & http://www.nyparenting.com/stories/2012/10/sif_cal_dinosaurs_2012_10.html
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Image Credits
Slide 8 - http://www.yourdictionary.com/about/rogets-thesaurus.html
Slide 10 - https://fisher.osu.edu/blogs/macc-admissions/files/job-reference-check.jpg
Slide 21 - computerhelpall.blogspot.com Slide 22 – actual Worthington Libraries’ IM
transaction Slide 23 -
http://www.acfe.com/uploadedImages/ACFE_Website/Content/images/topic-landing/ethics-and-compliance.jpg
Slide 28 - http://www.hartnell.edu/library/LIB5/reference_books.jpg
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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://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
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Image Credits
Slide 32 - http://library.sdsu.edu/sites/default/files/imagecache/gallery_full/Search.png
Slide 38 - http://2.bp.blogspot.com/-JEfCd3qv-2Q/Tcqdx7mqfuI/AAAAAAAACPA/SpRqMTw9Y-M/s1600/questions-1.jpg
Slide 39 - http://25.media.tumblr.com/tumblr_mdhshlTp9h1rqpa8po1_500.jpg