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LIB 640 Information Sources and ServicesSummer 2011,[object Object],What Are Information Services?,[object Object],Defining Reference Service,[object Object]
2,[object Object],What are information services?,[object Object],And what do they have to do with schools and libraries?,[object Object]
3,[object Object],Information Services,[object Object], For the purposes of this class, we can define information services as any service intended to provide information for a client or user, or assist a client or user in finding or searching for information,[object Object]
4,[object Object],Libraries traditionally provide reference services,[object Object],reference services,[object Object],All the functions performed by a trained librarian employed in the reference section of a library to meet the information needs of patrons (in person, by telephone, or electronically), including but not limited to answering substantive questions, instructing users in the selection and use of appropriate tools and techniques for finding information, conducting searches on behalf of the patron, directing users to the location of library resources, assisting in the evaluation of information, referring patrons to resources outside the library when appropriate, keeping reference statistics, and participating in the development of the reference collection. ,[object Object]
5,[object Object],What Is Reference? ,[object Object],Why Is It Important? ,[object Object],The goal of reference work is to meet people’s information needs. ,[object Object],Reference work includes finding out what information people need and using library resources to provide that information. ,[object Object],http://www.olc.org/Ore/1what.htm,[object Object]
6,[object Object],Important reminder,[object Object],Reference work is about people ,[object Object],those who need information and those who provide it. Reference service is providing information to meet the needs of the individual library users in your community.,[object Object],Module 1 - People,[object Object]
7,[object Object],What is the reference process?,[object Object],The reference process includes the following:,[object Object],Encouraging the patron to contact the library when there is an information need.,[object Object],Finding out what the real information need is.,[object Object],Finding the information that will meet the need.,[object Object],Making sure the patron’s need really has been met.,[object Object]
8,[object Object],Reference questions,[object Object],What is a reference question?,[object Object],A reference question is a question that involves the knowledge, use, recommendations, interpretation, or instruction in the use of one or more information sources by a member of the library staff. ,[object Object],Library » CPLA Reference & Resource Center » Frequently Asked Questions » Reference,[object Object]
9,[object Object],Then, there’s the reference interview,[object Object],Reference interview?,[object Object],In the reference process, knowing how to get the question is a critical step toward finding the right answer. Determining the real question is accomplished through the reference interview. The reference interview is a discussion between you and your patron. It involves asking the right questions and listening carefully to the answers.,[object Object],Houston Area Library System HALS Reference123 Module 2..Questions The Reference Interview ,[object Object]
10,[object Object],Thought-provoking,[object Object],According to Robert Taylor, the reference interview is,[object Object],“one of the most complex acts of human communication,” for in this act “one person tries to describe for another person not something he knows, but rather something he does not know.”,[object Object],“Question Negotiation and Information Seeking in Libraries,” College and Research Libraries 29 (May 1968): 180.  Quoted in Tibbo, Helen.  “Learning to Love Our Users: A Challenge to the Profession and a Model for Practice.”  2002. Online at http://www.ils.unc.edu/tibbo/MAC Spring 2002.pdf,[object Object]
11,[object Object],Communication with a Purpose,[object Object],The reference librarian “is involved in diagnostic and prescriptive activity.”,[object Object],“what people ask for [want] is often not what they really need. Thus, it is important to have the diagnostic session so that the client will be given the right information and will be successful.”,[object Object],Robinson, William C. “The Reference Interview.”  Online athttp://web.utk.edu/~wrobinso/590ref_interview.html,[object Object]
12,[object Object],Basic Considerations,[object Object],The student may not know what to expect. ,[object Object],The “average” student may have no preknowledge of the type of resource(s) that will answer his or her question. ,[object Object],The student’s communication skills may not be as refined as yours. ,[object Object],The student may not know the terminology (library lingo) used in the reference interview.,[object Object],Riedling, Ann Marlow.  “Great Ideas for Improving Reference Interviews.”  Book Report. 19.3 (Nov/Dec2000): 28-29.,[object Object],Ann Riedling ,[object Object]
13,[object Object],Considerations, cont.,[object Object],The student may lack knowledge about the subject, the assignment, or the usage policies of the SLMC. ,[object Object],The student may misinterpret your nonverbal or verbal cues. ,[object Object],The student may be fearful of you or frustrated about the question being raised. ,[object Object],Communications may become miscommunications when a student is unable to verbalize his or her information need. ,[object Object],Riedling, “Great Ideas.”,[object Object]
14,[object Object],Miscommunication happens!,[object Object],Examples:,[object Object],Patron asks for information on “career.”  Turned out he meant “Korea.”,[object Object],After showing the patron several book about Buddhism, I realized that was not what he meant when he asked for information on Nirvana. ,[object Object],the Hawaiian volcano, Killer Whale ,[object Object],Miscommunications in Libraries. Now an archived site.,[object Object],See also Weird library reference questions,[object Object]
Deep Reference Question,[object Object],Yes, an actual question:If I ate only Cheetos, would I turn orange?,[object Object],See all the posts labeled “Reference” made by The Liberry aka Amyor Marian The at http://lovetheliberry.blogspot.com/search/label/reference,[object Object],15,[object Object]
16,[object Object],Types of problems,[object Object],Reference librarians are used to dealing with situations like these:,[object Object],Homophones, a word the librarian interprets with one meaning while the user means the other: e.g., Wales/Whales; China/china.  ,[object Object],user misunderstands and, in turn, conveys this misunderstanding to the librarian: i.e., “I need the book Catch Her in the Eye” (Catcher in the Rye)  ,[object Object],user understands the concept but does not use the correct terms: i.e., I need the book, “Battle of the Planets” - (War of the Worlds) ,[object Object],Gale/ALISE Bibliographic Instruction Support Program. Instructional Module 2: Importance of the Reference Interview .  No longer available online.,[object Object]
“Oranges and Peaches”:  A Classic Article,[object Object],Understanding Communication Accidents in the Reference Interview,[object Object],In the reference transaction, the librarian must have a clear, complete understanding of the user’s information need before a satisfactory answer can be given. Often the question must be negotiated through a reference interview, where the librarian will attempt to clarify, expand, and perhaps repair the query as it is initially presented by the user. ,[object Object],17,[object Object]
18,[object Object],Structure of the Interview,[object Object],ORE Skills and steps in the reference interview:,[object Object],Paraphrasing,[object Object],Asking open questions,[object Object],Clarifying,[object Object],Verifying,[object Object],Getting all the needed information (the 6 pieces of evidence),[object Object],Following up,[object Object],Ending the interview ,[object Object],Reference Interview Module 2http://www.olc.org/Ore/2interview.htm,[object Object]
19,[object Object],Questioning Techniques,[object Object],Types of questions:,[object Object],Open,[object Object],Clarifying,[object Object],Paraphrasing,[object Object],Verifying,[object Object],Neutral,[object Object],“Why”,[object Object],Closed,[object Object]
20,[object Object],What are neutral questions?,[object Object],Neutral questions,[object Object],“Neutral questions are open in form, avoid premature diagnosis of the problem, and structure the interview along dimensions universally important to users -- their gaps, their situations, the bridges they wish to construct, and the outcomes they wish to achieve.”,[object Object],Dervin, B., & Dewdney, P. (1986). Neutral questioning: A new approach to the reference interview. RQ, 25 (4): 506-513.  Abstract online at http://communication.sbs.ohio-state.edu/sense-making/art/artabsdervindewd86nq.html,[object Object]
21,[object Object],Uses of Neutral Questions,[object Object],Used to discover the user’s motivation and objectives without asking “why” questions,[object Object],What would you like to know about X?,[object Object],How do you plan to use this information?,[object Object],How would this information help you?,[object Object],Freund, L.  “Question Negotiation in Online Searching.”  Powerpoint presentation.  Online at http://choo.fis.utoronto.ca/FIS/Courses/LIS1325/QuestionNego.pdf,[object Object]
22,[object Object],Evidence Needed,[object Object],What do you want to end up with at the conclusion of the interview? ,[object Object],Purpose,[object Object],Deadline,[object Object],Type and Amount,[object Object],Who,[object Object],Where,[object Object],The Basic Question ,[object Object],6 Pieces of Evidence.  Houston Area Library System Reference Training Module 2.  Online at http://www.hals.lib.tx.us/ref123/2evidence.htm,[object Object]
23,[object Object],Ending the Interview,[object Object],Close,[object Object],Check if the question has been or can be answered with the material at hand.,[object Object], Check to see if the person is satisfied at the moment.,[object Object], Expressly offer additional help as needed.,[object Object], Withdraw cordially.,[object Object],“The Reference Interview: A Common-Sense Review.”  No longer available online.,[object Object]
24,[object Object],Reference in the School Library,[object Object],Types of interviews,[object Object],Ready reference interviews,[object Object],Include questions that can be answered with short factual information,[object Object],Research project interviews,[object Object],Involve in-depth coverage of a topic, often requiring the use of multiple sources,[object Object],Readers’ advisory interviews,[object Object],Recommending good leisure reading,[object Object],Ann Riedling, Reference Skills for the School Library Media Specialist, 2nd ed.,[object Object]
25,[object Object],Face-to-face Reference,[object Object],Part of the joy of the reference interview is its tangible, tactile nature and the slow buildup as you gather enough information to begin the search process. You listen, question, and listen again; you pick up cues from gestures and facial expressions. ,[object Object],Schneider, Karen G. “Internet Librarian: In Your Dreams: A Y2K Fantasy.”  American Libraries December 1999.  Online at http://archive.ala.org/alonline/netlib/il1299.html,[object Object]
26,[object Object],Email Reference,[object Object],Eileen Abels (1996) suggests that ,[object Object],every reference question should take between three exchanges -- the question by the patron, a summary of the question by the librarian, and a confirmation of the question by the patron -- and five -- the three already listed plus a second round of summarization by the librarian, and a confirmation by the patron. ,[object Object],Staley, Laura:  “E-Mail Reference: Experiences at City University.” PNLA Quarterly, 62.4 (Summer 1998).  Online athttp://www.pnla.org/quart/su98/staley.htm,[object Object]
27,[object Object],Digital Reference,[object Object],What is Digital Reference? ,[object Object],Digital reference services, also called “Ask-An-Expert” (or “AskA”) services, are Internet-based question and answer services that connect users (frequently members of the K-12 education community) with individuals who possess specialized subject or skill expertise. ,[object Object],Guidelines for Information Specialists of K-12 Digital Reference Services ,[object Object]
What about virtual reference?,[object Object],What is Virtual Reference?,[object Object],Virtual reference is the provision of library reference services through digital or electronic information technology. In the case of Ask A Question (AAQ), it means that individuals are able to ask for and receive reference assistance at any time using any computer with Internet access, whether they are at home, at work, in the library or elsewhere. ,[object Object],28,[object Object]
29,[object Object],Digital (or Virtual) Reference in School Libraries?,[object Object]
Examples of digital reference in a school situation?,[object Object],30,[object Object]
Important question,[object Object],[object Object],Are School Librarians Expendable?,[object Object],“School librarians are on the chopping block as states and cities seek to cut their education budgets.  . . .  Do superintendents and principals see librarians as more expendable than other school employees? If so, why?” ,[object Object],New York TimesUpdated June 27, 2011 03:46 PM,[object Object],31,[object Object]
Information services

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