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IR 410, October 28, 2008
IR 410, October 28, 2008
IR 410, October 28, 2008
IR 410, October 28, 2008
IR 410, October 28, 2008
IR 410, October 28, 2008
IR 410, October 28, 2008
IR 410, October 28, 2008
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IR 410, October 28, 2008

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  1. IR 410 October 28, 2008 The Reference Interview Reference and Outreach Cynthia Akers Information Literacy/Outreach Coordinator ESU Libraries and Archives [email_address]
  2. What is a “Reference Interview”? <ul><li>Not to be confused with the “job interview”! </li></ul><ul><li>Transaction between client/patron/customer and librarian/information professional </li></ul><ul><li>Way to “get at” the actual “question within the question” </li></ul>
  3. Open/Closed/Neutral Questioning <ul><li>Open questioning: Good as an opening </li></ul><ul><ul><li>“ What would you like to know about the topic?” </li></ul></ul><ul><ul><li>“ Can you tell me a little more about your information need? That will help me do a better job for you.” </li></ul></ul><ul><li>Closed questioning: Good for clarification </li></ul><ul><ul><li>“ What sources have you already checked?” </li></ul></ul><ul><ul><li>“ Did you use (catalog; name of database, name of Web site)?” </li></ul></ul><ul><ul><li>“ Is this topic for a paper, project, assignment?” </li></ul></ul><ul><li>Neutral questioning: Understanding the information need from the patron’s perspective </li></ul><ul><ul><li>“ Tell me more about the topic.” </li></ul></ul><ul><ul><li>“ What might the ideal book/article/source have that would help you?” </li></ul></ul>
  4. Tactics of a Good Reference Interview <ul><li>Open body language (in person!) </li></ul><ul><li>Friendly appearance (smiling and looking approachable in person; voice inflections when speaking on the phone; open/neutral language in IM, chat, or E-mail correspondence) </li></ul><ul><li>Eye contact </li></ul><ul><li>Follow-up (regardless of format): </li></ul><ul><ul><li>“ How did this information help you?” </li></ul></ul><ul><ul><li>“ What additional information do you need?” </li></ul></ul><ul><ul><li>Contact information (if the patron should need more complex data, etc.) </li></ul></ul>
  5. Discussion Questions <ul><li>How has technology in general affected the nature of reference/public services? </li></ul><ul><li>Has technology “eliminated” the need for reference/information service? </li></ul><ul><li>How do we as information professionals stay current and up to date with digital media, information “streaming” in from a variety of formats, etc.? </li></ul>
  6. Additional Sites <ul><li>American Library Association Reference and User Services Association (RUSA) </li></ul><ul><ul><li>http://www.ala.org/ala/mgrps/divs/rusa/index.cfm </li></ul></ul><ul><li>ALA RUSA“Definitions of Reference” </li></ul><ul><ul><li>http://www.ala.org/ala/mgrps/divs/rusa/resources/guidelines/definitionsreference.cfm </li></ul></ul><ul><li>ALA RUSA “Guidelines for Behavioral Performance of Reference and Information Service Providers” </li></ul><ul><ul><li>http://www.ala.org/ala/mgrps/divs/rusa/resources/guidelines/guidelinesbehavioral.cfm </li></ul></ul>
  7. Reference/Outreach <ul><li>Question: How do you know if you are indeed reaching all the patrons who truly need information/reference assistance? </li></ul>
  8. New “Paradigms” of Information Service <ul><li>IM/Chat Reference </li></ul><ul><li>Social Networking (Facebook; Twitter; YouTube) </li></ul><ul><li>Roving Reference </li></ul><ul><li>Other Thoughts? </li></ul>

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