The Reference Process

The Reference Process

ABRENA, Jamie B.

Reference Desk: Traditional name for the service desk in the library for research assistance.

Reference Librarian: A librarian who works in public services, answering questions posed by library patrons at a reference desk, by telephone, or via e-mail.

Definition of Terms

Reference Process: Requires discussion with the user about the request in order to gain a more complete understanding of the actual information need.

Reference Question: A request by a library user for information or assistance in locating information, which occurs in person, by telephone, or by mail or e-mail.

Definition of Terms

Reference Work: It refers to that branch of the library’s services which include the assistance given to readers in their search for information on various subjects. (Reference Service)

Definition of Terms

Information

The patron

The reference librarian

Primary Elements ofReference Process

OutreachReferenc

e Interview

Reference Search

Follow-Up

Steps of theReference Process

“a reference question is defined as a request from patron of a library for information of a

definite nature which he expects to be found in printed material in their like or for a certain

work or works not readily located in the library.”

- Margaret Hutchins

Classification ofReference Questions

(In general)

The user asks for a known item The user asks for information without any

knowledge of a specific source

Classification ofReference Questions

Four (4) Types ofReference Questions

DELA ROSA, Lorielyn G.

Data Retrieval

• Directional• Ready-reference

Document Retrieval

• Specific-search• Research


Directional: These require knowledge of the physical layout of the library.

e.g. “Where is the catalog?” “Where are the indexes?” “Where is the telephone?”


Ready - reference: These are typical ready-reference or data queries that require only a single, usually uncomplicated, straightforward answer.

e.g. “What is the name of the governor of Alaska?” “How long is the Amazon River?”

“Who is the world’s tallest person?”


Specific - search: Specific-search answers almost always take the form of giving the user a document, example, a list of citations, a book, or a report.

e.g. “What is the difference between the conservative and the liberal views on inflation and unemployment?”“Do you have anything

on the history of atomic energy?”


Research: A research query is usually identified as that coming from an adult specialist who is seeking detailed information to assist in specific work.

e.g. “What is the impact of current levels of unemployment on the social security systems

of France, the USA and Australia?”


“conversation between a member of the library reference staff and a library user for

the purpose of clarifying the user’s needs and aiding the user in meeting those needs.”

- Bopp & Smith

Reference Interview

Initial Segment

• Welcoming• Gathering information• Confirming the exact question;• Intervention• Following up

Final Segment

Segments ofReference Interview

By subject

By source

By purpose

By inquirer

Approaches inAnswering Queries

Directional

Ready-reference

Specific-search

Research

Length of TimeSpent in a Question

Levels ofReference Service

LAO, Kholyn Kaye V.

James Ingersoll Wyer theorized in 1930 that reference work could be either “conservative,” “moderate” or “liberal”. Samuel Rothstein expanded Wyer’s theory in 1960 by characterizing reference service as “minimum,” “middling” and “maximum”.


Conservative / Minimum

Moderate / Middling

Liberal / Maximum


1. Analyze your topic.

2. Consider terminology.

3. Determine search limits.

4. Select your sources.

5. Be critical of your references.

6. Record your search results.

7. Know how to locate materials.

Steps inLiterature Searching

willingness and ability to listen to and work with library patrons

keep one's technology skills up to date monitor available sources of information willing to take precautions so that he or she

does not unwittingly steer patrons to inaccurate or inappropriate sources

be someone who is naturally curious and is able to make connections between different types of information. In many cases

Developing BasicLibrary Skills

learning how to identify good and appropriate reference sources and to validate information prior to providing it to reference patrons

willingness and ability to tactfully work with patrons

development and maintenance of technology skills as well as an awareness of online reference sources and social media

Developing BasicLibrary Skills

Education

The Reference Process