Best Practices in    Reference Service    Based on Research      and EvaluationLIS 601 Intro. to Reference & Information S...
Emma Lloyd, Book Artist   https://fbcdn-sphotos-a.akamaihd.net/hphotos-ak-ash4/430335_10150599533845794_671810793_9404792_...
REFERENCE EFFECTIVENESS       The purpose of a reference interview is:            To help clients understand their own    ...
REFERENCE EFFECTIVENESS             The degree to which a person is             willing to return to that staff member    ...
METHODS for STUDYING           REFERENCE EFFECTIVENESS       Unobtrusive observation       Patron perceptions questionna...
METHODS for STUDYING           REFERENCE EFFECTIVENESS    Participant-observation    Analysis of videotaped reference se...
Top 4 Best Practices to           Increase Accuracy of Answers     1. Ask probing questions (3.0, 3.7, 3.8 p. 24)     2. E...
Best Practice:                Importance of           Asking Probing Questions           Librarians must be willing to que...
Importance of           Asking Probing Questions       The librarian who does not probe to       the most specific level i...
More Best Practices to Increase               Accuracy of Answers        Show empathy while interviewing (2.0,           ...
More Best Practices to Increase              Accuracy of Answers        Regularly update your knowledge of            lib...
Best Practice:       Philosophy of Collaboration                    If you do not know, ask,                    if you do ...
Top 5 Threats to Accuracy    1. Reference Interview Bypass    2. Without-Speaking-Begin-to-Type Maneuver    3. Filling-the...
Improving Your       Reference Interview Behavior      1. Review the skills you want to practice      2. Select the skill ...
Improving Your       Reference Interview Behavior      5. Practice that one skill in each reference              encounter...
Improving Your       Reference Interview Behavior   7. Practice the same skill in subsequent           sessions until you ...
Due Next Week         DUE March 19-- bring to class:              5-7 Draft Annotated Bibliography Plan Entries         ...
SL Workshop:                    LibGuide SL Basic Skills  Chaminade University Sullivan Library  Second Life LibGuide:  10...
SL Workshop:                    Arriving at a Specific Location   Teleport to U of Hawaii island one of four ways       f...
SL Workshop:           Acquiring Information and Objects  UH Island Freebie Store:      http://maps.secondlife.com/second...
SL Workshop:               Finding Information and Objects       Inventory (suitcase icon):            Find (Recent tab,...
SL Workshop:                    Teleporting and TP requests   Teleporting several ways       1. TP Board, Home (top left ...
Teleport to the                    CVL Reference Desk     Community Virtual Library, Imagination Island     To Teleport,...
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601 Session10-ref-research-s13

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

Published in: Education
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601 Session10-ref-research-s13

  1. 1. Best Practices in Reference Service Based on Research and EvaluationLIS 601 Intro. to Reference & Information Services Spring 2013 Dr. Diane Nahl University of Hawaii, LIS Program
  2. 2. Emma Lloyd, Book Artist https://fbcdn-sphotos-a.akamaihd.net/hphotos-ak-ash4/430335_10150599533845794_671810793_9404792_839756851_n.jpgNahl LIS 601 2013 2
  3. 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, 2003Nahl LIS 601 2013 3
  4. 4. REFERENCE EFFECTIVENESS The degree to which a person is willing to return to that staff member or to that reference or information desk.Nahl LIS 601 2013 4
  5. 5. METHODS for STUDYING REFERENCE EFFECTIVENESS  Unobtrusive observation  Patron perceptions questionnaire  Post-search interview  Librarian/patron reference analysis worksheetsNahl LIS 601 2013 5
  6. 6. METHODS for STUDYING REFERENCE EFFECTIVENESS  Participant-observation  Analysis of videotaped reference service  Reporting unanswered queries  Program of reference staff developmentNahl LIS 601 2013 6
  7. 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 patrons 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)Nahl LIS 601 2013 7
  8. 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.Nahl LIS 601 2013 8
  9. 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 & SewardNahl LIS 601 2013 9
  10. 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)Nahl LIS 601 2013 10
  11. 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)Nahl LIS 601 2013 11
  12. 12. Best Practice: Philosophy of Collaboration If you do not know, ask, if you do know, contribute. Kemp & Dillon (pp. 34-36)Nahl LIS 601 2013 12
  13. 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 ClosureNahl LIS 601 2013 13
  14. 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 regularlyNahl LIS 601 2013 14
  15. 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 theseNahl LIS 601 2013 15
  16. 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.Nahl LIS 601 2013 16
  17. 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. 48ffNahl LIS 601 2013 17
  18. 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 ShapeNahl LIS 601 2013 18
  19. 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)Nahl LIS 601 2013 19
  20. 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 dialogNahl LIS 601 2013 20
  21. 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 PNahl LIS 601 2013 21
  22. 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 FriendsNahl LIS 601 2013 22
  23. 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.Nahl LIS 601 2013 23
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