Reference Revamp

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