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Reference Revamp

Reference Revamp. Sponsored by OLC’s Reference and Information Services Division. What we’ll cover today. The Reference Interview Remote Reference Reference Ethics Reference Sources. Who are we?. Lea Carrigan. Jen Downing. Reference Librarian. Adult Services Librarian.

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Reference Revamp

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  1. Reference Revamp Sponsored by OLC’s Reference and Information Services Division

  2. What we’ll cover today • The Reference Interview • Remote Reference • Reference Ethics • Reference Sources

  3. Who are we? Lea Carrigan Jen Downing Reference Librarian Adult Services Librarian

  4. The Reference Interview: Or, Why don’t patrons ask for what they really want?

  5. Reference Gone Wrong!!! Training Boxers

  6. Reference Gone Wrong!!! Training Boxers? Training Boxers?

  7. Reference Gone Right!!! • Cinnamon

  8. Reference Gone Right!!! • Cinnamon • Dinosaurs

  9. Reference Gone Right! • Roget’s Thesaurus

  10. Your examples, please!

  11. Approachability • Look up from the desk • Greet people • Smile

  12. Interest & Listening • Give your attention to the patron in front of you. • Treat all questions as important.

  13. 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!

  14. 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!

  15. 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.

  16. 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.

  17. Searching • What has the patron already found? • Let the patron know what steps you are taking.

  18. Following Up • Make sure you have fully answered the patron’s question. • The only way to know is to ask!

  19. 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.

  20. Further Resources • Reference and User Services Association (RUSA) Website • Ohio Reference Excellence (ORE) on the Web • OLC RISD Blog

  21. Remote Reference Or, I want it NOW! Or, Hello are you still there?

  22. Types of Remote Reference What is Remote Reference? Any reference transaction that is not conducted face to face. • Phone • Email • Chat • Text/SMS

  23. Remote Reference • Conduct a Reference Interview • Don’t forget to cite your sources • Communication style is very important. • Mimic the patron’s communication style.

  24. 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.

  25. Reference Ethics

  26. 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

  27. Patron Privacy • Professional Competence • Privacy and Confidentiality • Intellectual Freedom • Equitable Service and Access • Intellectual Property

  28. Print Reference Sources

  29. Types of Print Reference Sources • Encyclopedias • Almanacs • Dictionaries • Atlases • Gazetteers • Bibliographies • Directories • Guidebooks • Handbooks • Indices • Manuals • Yearbooks

  30. Most Important: • KnowYOURcollection!

  31. A Few of Our Faves

  32. Online Reference Sources

  33. 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/

  34. Useful Web Sites • Google Advanced Search • http://www.google.com/advanced_search • Wikipedia • http://www.wikipedia.org/

  35. 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

  36. 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?

  37. 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

  38. Thoughts? Questions?

  39. Contact Info: Lea Carrigan Jen Downing Reference Librarian Fairfield County District Library lcarrigan@fcdlibrary.org Adult Services Librarian Worthington Libraries jdowning@worthingtonlibraries.org

  40. 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

  41. 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

  42. 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

  43. 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

  44. 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

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