Basic introduction to reference interactions in a public library.

1. Principles and Strategies

2.  Library principles and values
 Library’s Mission
 Susan’s opinions
 Strategies for being an effective reference
librarian

3.  Books are meant to be read (resources are
meant to be used)
 Every reader his/her book (have a broad,
unbiased collection; use many vendors)
 Every book its reader (target your collection
to your community)
 Save the time of the reader (organize)
 A library is a growing organism (change
happens!)

7.  Access
 Sharing
 Collaboration
 Inclusiveness
 Confidentiality/Privacy
 Service

9.  Be professional
 Be kind and welcoming
 Have a good Reference Interview
 Search
 Take patrons to the stacks
 Close out the interaction OR
 Refine and revise your search
 Repeat as necessary

11.  Listen attentively and show interest
 Don’t assume – ask more questions
 Ask open-ended questions
 Ask clarifying questions to refine or narrow
your search
 Restate or rephrase the question
 Make only positive comments
 Refrain from personal comments or
expressing personal opinions

14. Do you have any
books about planets?
Where are your
animal books?

15. Do you have
any information
about rehab?

16.  What kind of information about X do you
need?
 What types of information can you use?
 How much information do you need?
 What do you mean by X?
 Can you be more specific?
 Can you give me an example?
 I don’t know much about X; can you help me
understand?

17. Take time now to save time later

18. Use the appropriate tools for your particular
search
 Online catalog – staff or patron view
 Subscription and free Databases
 Internet (first resort or last resort)
 Your own knowledge of your collections
 Co-workers – team up!

19. Use the best sources for your particular search
 Online catalog
 Circulating materials
 Print Reference collection
 Subscription databases
 Other electronic resources
 Internet websites (Amazon, IMDB, GoodReads,
Fantastic Fiction)
 Co-workers

20.  Irrelevant and
outmoded?
 Worth the shelf
space?
 Outdated?
 Not so accessible
through the online
catalog
 There is no
substitute for
knowing your
collection!

21.  Think beyond a simple keyword search
 Consider database fields
 Consider controlled vocabulary (subject headings)
 Use appropriate limiters
 “…”
 Collection
 Subject heading
 Format
 Not everything will show up in an electronic search
 Browse the stacks (use subject headings & call
numbers)
 Look at book contents and index
 Ask co-workers

22.  Cookbooks vs
Cookery
 Deaf vs Hearing
Impaired
 Noncitizens vs
Illegal Aliens

24.  Do you know how to locate materials here?
 Do you know how to use this resource?
(index, contents)
 Is this the kind of info you were looking for?
 Does this information answer your question?

26. Does this completely
answer your
question?
Yes? Great!
No?
Refine and revise
your search

27. Take the patron’s name and phone number

28.  A good reference interview
https://www.youtube.com/watch?v=QrOdtu1
UCu8
 Another good interview
https://www.youtube.com/watch?v=3xr1OqY
tisM
 Not such a good interview
https://www.youtube.com/watch?v=Niac-
sIGd8g

29.  Legal advice, including interpreting the
meaning of a law
 Tax advice, including which form to use
 Medical advice
 Information about patrons, specifically not
borrowing history or contact information
 Personal contact information
 Information about who is in the library (we
are not in loco parentis)

30.  Question originally
asked:__________________________________________________

 [ ] Verified question
 [ ] Asked “Does this answer…”
 [ ] Found answer, ideally in first source
 [ ] Used open probes
 [ ] Gave full attention
 [ ] Paraphrased

 [ ] Used positive responses

 [ ] Asked for collaboration

 Other observations/comments:

31.  Don’t confuse being a good librarian with
knowing everything
 Do take personal responsibility for your own
professional growth
 Know our profession’s standards and
principles
 Be constantly learning new skills and
strategies
 Practice to become an effective finder
 Be kind to your patrons and co-workers
 Make the library a happy destination

32.  Basic encyclopedia
 Index to NH RSA’s
 Statistical Abstract of the United States
 Merck Manual
 Gale Encyclopedia of Medicine
 Statesman’s Yearbook
 Collected biographies
 Local history/local interest books