Good Reference Behavior

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.

Reference Transaction ,[object Object],[object Object]

How do you answer a question? ,[object Object]

How do you answer a question? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Guidelines for Behavioral Performance of Reference and Information Service Providers ,[object Object],[object Object],[object Object],[object Object],[object Object]

1.0 Approachability ,[object Object],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/Inquiring ,[object Object],Reference and Information Service Provider Customer

[object Object],Reference and Information Service Provider Customer Filters A Q Q A 3.0 Listening/Inquiring

[object Object],3.0 Listening/Inquiring A Q Q A The feedback loop “ What I heard you say was…”

3.7 Uses open-ended questioning techniques to encourage patrons to expand on the request or present additional information. ,[object Object],[object Object],[object Object],[object Object]

3.8 Uses closed and/or clarifying questions to refine the search query. ,[object Object],[object Object],[object Object],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: ,[object Object],[object Object],[object Object]

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 ,[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],4.0 Searching Now that you know the question, how do you find the answer?

Index ,[object Object],Index the internet Search Engines and

Index The library catalog is an index to . . . Books in our collection Sites on the internet

Index Magazines and newspapers Through the database tab the library catalog is also an index to . . .

Index There is also an index in most nonfiction books Even encyclopedias

4.0 Searching ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

5.0 Follow-up ,[object Object],[object Object],[object Object],The reference transaction does not end when the librarian leaves the patrons. For successful follow-up, the librarian:

[object Object],[object Object],5.0 Follow-up

5.0 Follow-up “Does this completely answer your question?”

5.0 Follow-up "Does this completely answer your question?"

Good Reference Behavior

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Good Reference Behavior