LIS 601 Intro. to Reference & Information Services Spring 2013 Dr. Diane Nahl University of Hawaii LIS Program

1. Best Practices in
Reference Service
Based on Research
and Evaluation
LIS 601 Intro. to Reference & Information Services
Spring 2013
Dr. Diane Nahl
University of Hawaii, LIS Program

2. Emma Lloyd, Book Artist
https://fbcdn-sphotos-a.akamaihd.net/hphotos-ak-ash4/430335_10150599533845794_671810793_9404792_839756851_n.jpg
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3. REFERENCE EFFECTIVENESS
The purpose of a reference interview is:
To help clients understand their own
needs--a kind of information therapy.
Nardi & O’Day, 1999
A good reference interview is a
collaboration. Ross, 2003
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4. REFERENCE EFFECTIVENESS
The degree to which a person is
willing to return to that staff member
or to that reference or information
desk.
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5. METHODS for STUDYING
REFERENCE EFFECTIVENESS
 Unobtrusive observation
 Patron perceptions questionnaire
 Post-search interview
 Librarian/patron reference analysis
worksheets
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6. METHODS for STUDYING
REFERENCE EFFECTIVENESS
 Participant-observation
 Analysis of videotaped reference service
 Reporting unanswered queries
 Program of reference staff development
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7. Top 4 Best Practices to
Increase Accuracy of Answers
1. Ask probing questions (3.0, 3.7, 3.8 p. 24)
2. Exhibit an interest in the patron's question
(2.0, p. 23)
3. Appear comfortable in the interview (1.0,
pp. 21-23)
4. Ask follow-up questions at the end of the
interview, and later while the person is still
searching (5.0, p. 26, 1.7.4, p. 22)
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8. Best Practice:
Importance of
Asking Probing Questions
Librarians must be willing to question
patrons who seem knowledgeable and
informed and state their requests in
definite terms. Christianson et al.
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9. Importance of
Asking Probing Questions
The librarian who does not probe to
the most specific level is likely to
almost never provide a correct
answer. The librarian who probes to
the most specific level is likely to
provide a correct answer.
Gers & Seward
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10. More Best Practices to Increase
Accuracy of Answers
 Show empathy while interviewing (2.0,
p. 23)
 Show people how to use sources (4.3,
4.5 & 4.8, p. 25)
 Cite the source of the information to the
library user (4.9, p. 25)
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11. More Best Practices to Increase
Accuracy of Answers
 Regularly update your knowledge of
library resources (pp. 31-32 & 37-38)
 Make referrals or ask for advice when
you do not know (4.8, p. 25; p. 35)
 Check more than one source (4.8, p.
25)
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12. Best Practice:
Philosophy of Collaboration
If you do not know, ask,
if you do know, contribute.
Kemp & Dillon (pp. 34-36)
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13. Top 5 Threats to Accuracy
1. Reference Interview Bypass
2. Without-Speaking-Begin-to-Type Maneuver
3. Filling-the-Silence-Tactic
4. System-Based Response
5. Unmonitored Referral
6. Negative Closure
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14. Improving Your
Reference Interview Behavior
1. Review the skills you want to practice
2. Select the skill you think would be easiest to
add
3. Make a note of it and take it along to the
Reference Desk and keep it in view while on
duty
4. Look at the note regularly
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15. Improving Your
Reference Interview Behavior
5. Practice that one skill in each reference
encounter
6. Make an entry about the results of your
efforts each day in a Behavior Change
Journal or Log
 Use a calendar, journal, app, or paper
 Include notes on encountering obstacles
or resistance to practicing and how you
overcame these
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16. Improving Your
Reference Interview Behavior
7. Practice the same skill in subsequent
sessions until you feel it comes naturally.
8. Add new skills to your reference repertoire
one at a time; repeat steps 1-7.
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17. Due Next Week
 DUE March 19-- bring to class:
 5-7 Draft Annotated Bibliography Plan Entries
 Search Work 4 & 5
 Ch 9, 10, & 18
 Handouts pp. 48ff
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18. SL Workshop:
LibGuide SL Basic Skills
Chaminade University Sullivan Library
Second Life LibGuide:
10 basic SL Skills and beyond
http://chaminade.libguides.com/secondlife
Walk: Arrow keys
Fly: Hold Page Up key, then Arrow keys
Change Appearance: Right-click avatar, My Appearance,
OR Edit My Outfit, OR Edit My Shape
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19. SL Workshop:
Arriving at a Specific Location
 Teleport to U of Hawaii island one of four ways
from the login screen:
1. Click SLURL or paste in browser, click Visit this
location, login to SL, land at UH Island Exhibits
Areahttp://maps.secondlife.com/secondlife/Univ
ersity%20of%20Hawaii/162/130/22
2. Type in a location right of the SL login box:
University of Hawaii
3. Select My last location
4. Select Home (after setting Home)
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20. SL Workshop:
Acquiring Information and Objects
 UH Island Freebie Store:
http://maps.secondlife.com/secondlife/University%20of%20
Hawaii/128/138/22
 Accept UH group membership (upper right Notifications area)
 Wear UH group tag (People, Groups, highlight, P)
 Right click an object, select Touch or Buy (for $0)
 Click Accept (upper right Notifications area)
 Rez the object (Drag object from Inventory to ground near
your avatar)
 Right click object on the ground, select Open
 Click Copy to Inventory in box contents dialog
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21. SL Workshop:
Finding Information and Objects
 Inventory (suitcase icon):
 Find (Recent tab, acquired since last login)
 Right click folder or item to Wear (Replace)
 Right click to Edit the empty box on ground (General tab
Owner = Your avatar name)
 Take/Delete to remove trash
 Search Groups:
 Click People icon, My Groups tab
 Right click your avatar, Select My Groups
 Always wear the Group Tag on group land P
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22. SL Workshop:
Teleporting and TP requests
 Teleporting several ways
1. TP Board, Home (top left or ctl-shift-H), Back arrow (top
left)
2. Inventory, Landmarks folder, click a LM to TP
3. Send TP requests to Friends (highlight avatar name in
People, Friends tab, click i, select Teleport, click Yes in
TP request dialog)
 Check the Notifications area top right, little heads in boxes,
Accept a Teleport in the IM window
 Click Teleport to accept TP requests from Friends
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23. Teleport to the
CVL Reference Desk
 Community Virtual Library, Imagination Island
 To Teleport, click or paste SLURL link into browser,
then click Visit this location, then Login to Second
Life and land at the CVL Reference Desk
 http://maps.secondlife.com/secondlife/Imagination%20Island/155/
218/29
 Take a step or two after you land so classmates will
be able to land. Otherwise they are stuck hovering
over your avatar’s head.
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