tips for the real world reference transaction
DESCRIPTION
Presentation on reference skills for the Atlanta Emerging Librarians Group, April 16th 2011TRANSCRIPT
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Tips for the Real-World Reference Transaction
Sarah SteinerApril 16, 2011
Atlanta Emerging Librarians Meetinghttp://referencetransactions.weebly.com
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Overview
Today we’ll talk about…– Putting people at ease– Getting to the question– Suggesting changes– Instructing surreptitiously– Assessing reference
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What are Your Concerns?
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Putting People at Ease
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“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).
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How to “be the Welcome Wagon”
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“Hi Internet Librarian! I have a big project due in three months. Can
you help me start?
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Getting to the Question
55% rule
• Affirmation• Awareness• Gentle inquiry• Open questions
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“Hi! Where’s the science section?”
http://tinyurl.com/6ldbx2t
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Getting to the Question
• Affirmation• No assumptions• Awareness of
phrasing• Rephrasing• Open questions &
encouragement
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Figuring Out What They’ve Tried
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Suggesting Change
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•Explain the reasons•Explain your knowledge•Suggest alternatives
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Setting Boundaries
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• No guilt trips• No scorn• Explain why• Offer an alternative
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“Hi. Can you find us twelve articles… then email them to us?
They’re for a group project.”
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Instructing Surreptitiously
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•Think aloud•Show and tell•Let them drive•Watch the jargon•Offer to write it down
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Assessing Your Skills
• Review yourself• Review others• Set standards• Plan a workshop• Recruit some secret shoppers• Try a new skill, think about how it
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THANK YOU!
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