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Good reference behavior
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Good reference behavior

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  • 1. or Where are your books on flying gerbils?
  • 2.
    • An information contact with a customer that involves the using, recommending, or instructing in the use of one or more information sources by a member of the library staff.
    REFERENCE TRANSACTION
    • Adapted from American National Standard for Library and Information Statistics (ANSI Z39-1983)
  • 3. HOW DO YOU ANSWER A QUESTION?
    • In order of importance:
    • Courteously
    • Accurately
    • Completely
    • Quickly
    • #1 is a must; #4 will come with practice
  • 4. PHASES OF THE REFERENCE INTERVIEW
    • Approachability
    • Interest
    • Listening/Inquiring
    • Searching
    • Follow-up
  • 5. 1. APPROACHABILITY
    • Unshelved for Thursday, October 13, 2005 by Bill Barnes and Gene Ambaum
    Customer Reference & Information Service Provider Bibliotoons : a mischievous meander through the stacks & beyond / by Gary Handman.– Jefferson : McFarland & Co., 1990. Copyright 1990 Gary Handman WRONG!
  • 6. 2. INTEREST or Reference and Information Service Provider
  • 7. 3. LISTENING/INQUIRING
    • The 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
  • 8. 3. LISTENING/INQUIRING
    • In the reference interview you will use two kinds of questions.
    • Open ended questions
      • These are questions that cannot be answered with yes or no
      • They are also known as probing questions, because you probe for more information
    • Close ended questions
      • These can only be answered yes or no
      • They are also known as verifying questions because you are asking the customer to verify what you heard her or him say
  • 9. USE OPEN ENDED QUESTIONS TO ENCOURAGE CUSTOMERS TO EXPAND ON THEIR REQUEST OR TO GIVE YOU MORE 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?
  • 10. USES OPEN ENDED CLARIFYING QUESTIONS TO REFINE THE SEARCH QUERY.
    • Some examples of such questions include:
    • What have you already found?
    • What type of information do you need (books, articles, etc.)?
    • Do you need current or historical information?
  • 11. USES CLOSE ENDED QUESTIONS TO BE SURE THAT YOU UNDERSTAND WHAT THE CUSTOMER WANTS.
    • Some examples of such questions include:
    • 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?
  • 12.
    • A short one-act play
    3. LISTENING/INQUIRING OR THE REFERENCE INTERVIEW
  • 13. 3. LISTENING/INQUIRING
    • CUSTOMER
    • LIBRARY EMPLOYEE
    • Where are your books on flying gerbils?
  • 14. 3. LISTENING/INQUIRING
    • CUSTOMER
    • LIBRARY EMPLOYEE
    • Are you looking for something about pets?
  • 15. 3. LISTENING/INQUIRING
    • CUSTOMER
    • LIBRARY EMPLOYEE
    • No; I’m working on a school project for my son. He needs a picture of a flying gerbil—an exploding one.
  • 16. 3. LISTENING/INQUIRING
    • CUSTOMER
    • LIBRARY EMPLOYEE
    • An exploding flying gerbil, ah…Do you know which class this is for?
  • 17. 3. LISTENING/INQUIRING
    • CUSTOMER
    • LIBRARY EMPLOYEE
    • Yes; it’s for his fourth grade New Jersey history class. I think he said it was a Nazi gerbil.
  • 18. 3. LISTENING/INQUIRING
    • CUSTOMER
    • LIBRARY EMPLOYEE
    • Very interesting, a historic exploding Nazi flying gerbil from New Jersey—Please tell me more about this.
  • 19. 3. LISTENING/INQUIRING
    • CUSTOMER
    • LIBRARY EMPLOYEE
    • Yes. Actually it exploded over New Jersey when it was coming in for a landing.
  • 20. 3. LISTENING/INQUIRING
    • CUSTOMER
    • LIBRARY EMPLOYEE
    • By any chance, was this a very large gerbil?
  • 21. 3. LISTENING/INQUIRING
    • CUSTOMER
    • LIBRARY EMPLOYEE
    • Oh yes; it was big as a blimp. It cause quite a sensation when it exploded.
  • 22. 3. LISTENING/INQUIRING
    • CUSTOMER
    • LIBRARY EMPLOYEE
    • Was this gerbil possibly an airship?
  • 23. 3. LISTENING/INQUIRING
    • CUSTOMER
    • LIBRARY EMPLOYEE
    • Yes; it was a great big flying gerbil with a swastika painted on its rear fin.
  • 24. 3. LISTENING/INQUIRING
    • CUSTOMER
    • LIBRARY EMPLOYEE
    • Let’s go look in the children’s area. I think we may have a book with just what your son needs.
  • 25. FLYING NAZI GERBIL CIRCA 1937. (ALSO KNOWN AS A DIRIGIBLE)
  • 26. WHICH FLYING GERBIL PHOTO WILL YOU FIND?
    • You cannot find the right answer until you understand the question!
    OR
  • 27. 4. SEARCHING
    • Select search terms that are most related to the information desired.
    • Check the spelling.
    • Identify sources
    • Search the index
  • 28. WHERE TO SEARCH
    • The Library catalog
    • Search Engines & Directories (e.g. Google)
    • Databases
    • Books
  • 29. 5. FOLLOW-UP
    • The reference transaction does not end when the staff member delivers the results to the customer.
    • Ask the customer if his or her questions have been completely answered.
    • Encourage the customer 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.”
  • 30.