Good Reference Behavior

Where are your books on flying gerbils?

or

Our Mission

Harris County Public Library provides information and resources to enrich lives and strengthen communities through innovative services within and beyond our walls.

Counting Questions

Reference TransactionAn information contact that involves the use, recommendation, interpretation, or instruction in the use of one or more information sources, or knowledge of such sources, by a member of the reference or information staff.

American National Standard for Library and Information Statistics (ANSI Z39-1983)

How do you answer a question?

Courteously.

How do you answer a question?

Accurately.

How do you answer a question?

Completely.

How do you answer a question?

Quickly.

How do you answer a question?In order of importance:

1. Courteously2. Accurately3. Completely4. Quickly

#1 is a must; #4 will come with practice

Guidelines for Behavioral Performance of Reference and Information Service Providers

1.0 Approachability2.0 Interest3.0 Listening/Inquiring4.0 Searching5.0 Follow-up

1.0 ApproachabilityUnshelved for Thursday, October 13, 2005 by Bill Barnes and Gene Ambaum

Customer

Reference and Information

Service Provider

Bibliotoons : a mischievous meander through the stacks & beyond / by Gary Handman.– Jefferson : McFarland & Co., 1990. Copyright 1990 Gary Handman

or

2.0 Interest

or

Reference and Information Service Provider

3.0 Listening/InquiringThe reference interview is the heart of the reference transaction and is crucial to the success of the process. … Strong listening and questioning skills are necessary for a positive interaction.

Reference and Information

Service Provider

Customer

Some basic communications theory

Reference and Information

Service Provider

Customer

Filters

A

Q Q

A

3.0 Listening/Inquiring

A

Q Q

A

The feedback loop

“What I heard you say was…”

How to avoid filter befuddlement . . .

3.0 Listening/Inquiring

3.7 Uses open-ended questioning techniques to encourage patrons to expand on the request or present additional information.

Some examples of such questions include:• Please tell me more about your topic. • What additional information can you give

me? • How much information do you need?

3.8 Uses closed and/or clarifying questions to refine the search query.

• What have you already found? • What type of information do you

need (books, articles, etc.)?• Do you need current or historical

information?

Some examples of clarifying questions are:

3.8 Uses closed and/or clarifying questions to refine the search query.

Some examples of closed questions are:• You want to know if a West

Highland terrier is A.K.C. registered?

• What I heard you asking me for are six native dishes that the Inuit people of Nunavut Canada prepare and recipes for them written on a fourth-grade level. Is that correct?

• You want to know what the highest building in Houston is and its height in feet?

Role Playing

Take turns playing Customer or Reference Information Service

Provider

Which German book did you find?

OR

Which flying gerbil photo did you find?

OR

Which poultry books did you find?

OR

What did you find on rabbit psychology?

OR

• Rabbits• Rabbits -- Training

• Bianco, Margery Williams, 1880-1944. Velveteen rabbit• Self-actualization (Psychology)

An effective searcher:4.1 Finds out what patrons have already tried, and

encourages patrons to contribute ideas.4.2 Constructs a competent and complete search

strategy. This involves:• Selecting search terms that are most related to

the information desired. • Verifying spelling and other possible factual errors

in the original query. • Identifying sources appropriate to the patron's

need that have the highest probability of containing information relevant to the patron's query.

4.0 Searching

Now that you know the question, how do you find the

answer?

Index

Directories

Index the internet

Search Engines

and

Index

The library catalog is an index to . . .

Books in our collectionSites on the internet

IndexThrough the database tab the library catalog is also an index to . . .

Magazines and newspapers

Index

There is also an index in most nonfiction books

Even encyclopedias

4.0 SearchingAn effective searcher:

4.3 Explains the search strategy and sequence to the patrons, as well as the sources to be used.

4.4 Attempts to conduct the search within the patrons’ allotted time frame.

4.5 Explains how to use sources when appropriate.4.6 Works with the patrons to narrow or broaden the topic when too little

or too much information is identified.4.7 Asks the patrons if additional information is needed after an initial

result is found.4.8 Recognizes when to refer patrons to a more appropriate guide,

database, library, librarian, or other resource.4.9 Offers pointers, detailed search paths (including complete URLs), and

names of resources used to find the answer, so that patrons can learn to answer similar questions on their own.

5.0 Follow-up

5.1 Asks patrons if their questions have been completely answered.

5.2 Encourages the patrons to return if they have further questions by making a statement such as, “If you don’t find what you are looking for, please come back and we’ll try something else.”

5.3 Roving (see 1.7) is an excellent technique for follow-up.

The reference transaction does not end when the librarian leaves the patrons. For successful follow-up, the librarian:

• The reference transaction does not end when the librarian leaves the patrons. For successful follow-up, the librarian asks patrons if their questions have been completely answered.

• “Does this completely answer your question?”

5.0 Follow-up

5.0 Follow-up

5.0 Follow-up